SaaS ITSM tools: Forrester delivers market overview

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Summary: Selecting the right IT service management tool has never been easy, and software-as-a-service now adds an extra dimension of complexity. Forrester’s SaaS ITSM Tool Market Overview covers the who, where and what.

Topic: Cloud

SaaS ITSM tools: Forrester delivers market overview

Summary: Selecting the right IT service management tool has never been easy, and software-as-a-service now adds an extra dimension of complexity. Forrester’s SaaS ITSM Tool Market Overview covers the who, where and what.

Forrester Research

By Forrester Research for Forrester Research |

It’s finally here. The Forrester Market Overview: SaaS IT Service Management Tool covers: some ITSM tool history and how we have moved on; the benefits and risks of the SaaS delivery model; key criteria for selecting a SaaS (or on-premises) tool; and overviews of 23 tools (from 21 vendors) and their functional capabilities across the enterprise and midmarket marketplaces.

“Why on earth did you write a SaaS-only ITSM report?” I hear some cry

It’s simple – Forrester client demand. In 2012, a good 25% of my 1000+ a year client inquiries related to IT service management (ITSM) tool selection; and the SaaS-delivery model (along with key vendors) was covered in nearly on all of them. That’s not to say the client ultimately went SaaS, however; inquiries are very much about rapid information exchange in helping clients make important decisions. It’s not about making the decision for the client.

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