Presentación service manager

Best practices: Software-as-a-Service for IT Service Management
White paper

Table of contents
Why service management is more important now than ever . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 How software-as-a-service can drive financial benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . 4 What to look for in a SaaS provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Market-leading technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 5 Rapid time to value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Completeness of solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Subject-matter expertise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Flexibility to move in-house . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Long-term commitment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . 6 True service levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Customer case study: Value in 14 days . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 HPService Manager and HP SaaS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Next steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8“Software-as-a-Service (SaaS) enables firms to significantly reduce upfront costs and even eliminate some costs—like one-time software license purchases . This fact alone may make it easier for software buyers to get budget approval in economically tight times .“ Firms Can Benefit from SaaS in Times of Economic Uncertainty, Forrester, July 2008

It is tempting to react to the downturn in theeconomy by cutting costs across the board, including investments in customer satisfaction . However, customers will not put up with poor service in any economy . Investments in service management today will not only lead to improved customer satisfaction, but ultimately customer retention . Of course, these investments must be made wisely . One attractive option is to deploy service managementsoftware using the software-as-a-service (SaaS) model . The SaaS model offers several financial advantages including lower upfront costs, reduced operating costs, and the tax advantage generated when costs are shifted from capital expenditure to operational expenditures . This white paper examines why companies are continuing to invest in service management in light of today’s focus on relentless...