We’ve previously discussed the substantial return on investment (ROI) that can be achieved through the implementation and use of a SaaS IT service management (ITSM) solution, as opposed to a legacy on-premise tool. In prior blog posts, we highlighted how a SaaS IT service desk can lower upfront license fees, reduce infrastructure requirements, make implementations faster and more economical, and eliminate the need for expensive consulting resources. In our last and final SaaS ITSM ROI post, [...]

We continue to demonstrate the additional ROI that can be realized by choosing SaaS-based IT service management (ITSM) over an on-premise system. In prior posts, we discussed lower licensing fees, reduced infrastructure requirements, and faster, more economical implementations. Today, we’ll cover how greater ITSM ROI can be achieved through reduced need for external consulting resources. Legacy ITSM = Complex, Costly Upgrades Most on-premise ITSM tools are quite difficult to maintain and upgrade. In fact, in [...]

The value of SaaS-based IT service management (ITSM) solutions is clear and demonstrable. But, few organizations realize that many of the benefits that can be achieved are almost immediate. Here are five problems SaaS ITSM can solve for you TODAY: 1. Upgrades and Patches Instantly eliminate the headaches (and the costs!) related to patching and upgrading your on-premise software.  With SaaS ITSM, your vendor handles installation, testing, and rollout of new features and versions.  There’s [...]

My name is Mark, and I am an IT administrator at a large enterprise that manufactures and distributes medical supplies. A few months ago, my company deployed a new, integrated, SaaS-based  IT asset management (ITAM) and IT service management (ITSM) environment from SAManage to help better manage our asset inventory and IT service. Since I’ve been using the solution, my job has become so much easier, and my team and I have been so much [...]

As more and more enterprise customers leverage our Cloud for Clunkers Replacement Program and choose SaaS-based IT service management tools to reduce their TCO and enhance their support operations, the legacy enterprise software vendors are struggling to keep pace. BMC for one has responded to this trend by making their Remedy product available on-demand. But, when it comes to true on-demand ITSM, Remedy On-Demand doesn’t hold a candle to the pure SaaS ITSM vendors, like SAManage. Here’s why: [...]

When choosing an IT service management (ITSM) solution, many companies struggle to determine which deployment approach is better – on-premise or SaaS. But, as more and more companies choose the SaaS method, its benefits – and the added value it delivers over on-site solutions – are coming to light. There are many areas in which SaaS ROI is far greater than that offered by its on-premise counterpart. Over the next several weeks, we will publish [...]

My name is Lisa, and I’m an IT Service Technician at a mid-sized organization. I rely on the SAManage IT service management system each and every day. It provides me with a variety of advanced functionality that empowers me to give my end users the help and assistance they need. SAManage is so easy to use.  It helps keep me efficient by automating routine or repetitive IT service desk tasks, allowing me to closely track incidents [...]

As BMC Remedy customers prepare for the upgrade to version 7 of their IT service management (ITSM) solution, many wonder if migrating to a SaaS-based IT service management system will be more economical, and deliver greater value. The answer is yes! A SaaS-based IT service desk can offer faster, more significant return on investment, lower total cost of ownership, and greater productivity than an on-premise one. In fact, substantial benefits can be achieved in several areas, [...]

There are many customer service software solutions on the market today, ZenDesk and Kayako to name a few, all aimed at empowering help desks to enhance interactions with external customers.  And, while these applications are very valuable, they are quite different from the IT service management (ITSM) systems that companies need to support internal users.  Yet, many companies believe these tools are one and the same.   This myth, however, can be detrimental to their related IT service and support [...]

Today’s help desks and IT organizations face countless challenges – challenges that can be effectively overcome with a comprehensive IT service management (ITSM) strategy, and the right supporting solutions in place. What are some of the most common obstacles an IT Service Desk should help your company tackle? 1. Our IT support processes lack structure. Most companies lack a standardized way of handling problems and issues. An end user opens a ticket. It gets assigned [...]