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DIMENSIONAL RESEARCH: Selecting the Correct SaaS-based IT Service Management Solution

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How do you select the appropriate Software-as-a-Service ITSM solution for your organization? To answer this question, HP commissioned Dimensional Research to interview customers who have already purchased and implemented SaaS IT Service Management solutions in an enterprise environment.

Based on the user experience research, five key fators emerged:

  • Your company’s ITSM...

How do you select the appropriate Software-as-a-Service ITSM solution for your organization? To answer this question, HP commissioned Dimensional Research to interview customers who have already purchased and implemented SaaS IT Service Management solutions in an enterprise environment.

Based on the user experience research, five key fators emerged:

  • Your company’s ITSM strategy and overall cloud objectives
  • Integration with other systems
  • Security
  • Implementation and deployment
  • Global operations

This paper examines these factors and shares lessons learned from companies that have already implemented SaaS-based ITSM offerings.

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Introduction
2
Project Methodology
2
Participant Profile
2
SaaS Isn't New Anymore
3
Ensuring an SaaS-based ITSM fits the IT vision
3
Integrating ITSM solution with other systems
5
Validating a Secure ITSM Solution
5
Implementation Best Practices and Expert Resources
6
Preparing for Successful Global Operations
7
Conclusion
7