An ITSM tool is vital to the modern service desk. Choosing how the tool is provided can be equally imperative to an organisation.
Software as a Service (SaaS) has seen an increase in popularity and demand since its development 10 years ago. However, on-premise solutions are still used by a large proportion of service desks. This report aims to identify the realities and preconceptions of both cloud/SaaS/hybrid and on-premise solutions.
Download this research paper from the Service Desk Institute which explores the benefits and challenges of on-premise ITSM vs SaaS, the process of securing funding and resources for an ITSM tool, the procurement process, and measures for disaster recovery, business continuity, and data restoration. These sections aim to understand the perceived value of the role of IT, and the predetermined impact of an ITSM tool, within a business.