Let’s first get some definitions out of the way; ITSM stands for IT service management and SAAS stands for software-as-a-service. Together, they refer to the management and implementation of quality services and software of IT.
Software is usually (and hopefully) provided by vendors who are professional and qualified in IT service management. The ITSM SAAS vendors provide software on demand, by using computing technology, and/or cloud technology and internet connections.
The delivery of demanded software is never an easy thing to do; it is actually quite a complex process. This is where the vendor steps in. But not all vendors are the same when it comes to knowledge and delivery of services. Each vendor builds and uses their own unique techniques and methods to serve their customers.
There is a lot of variation in the the way each vendor deals with their clients. The communication of ITSM SAAS vendors with their existing customers is very important; the whole essence of their management is based on this communication.
The business of software delivery is essentially based on the level of services provided by a vendor. High quality system services result in high quality business services.
In order to ensure that you pick a great vendor, ask some questions. This way you can gauge the level of services the vendor can provide.
The first and basic question to be asked from a vendor is about the solutions he can provide to you. A good vendor provides services based on an infrastructure that is ‘multi-tenant’. This means that the same technology platforms are providing services to all users and clients. They share components of stacks such as database layers and server and data models.
The next question to be asked from the ITSM vendor is about their service agreement. A good ITSM vendor will lay it all out. He will show how the service works and what features are included in your package – up front. Support is also important; vendors should be available to provide support to users who are not capable of solving problems on their own.
Another important aspect of ITSM vendor selection is the cycle of their products upgrades. The most professional ITSM SAAS vendors upgrade their solutions on a regular basis.
Good vendors are honest; they never hide their conditions, terms and fees from their clients. In short, you have all information about their solutions at your disposal.
The critical characteristics of excellent ITSM SAAS vendors include the ease and simplicity of the service provided, clear service agreements and support. If you ask the right questions, I am sure you will end up with a great ITSM SAAS vendor. Good luck!