SaaS gains traction

Cloud deployment has come a long way in four years for IT service management firms

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SaaS gains traction
By  Hatem Bamatraf Published  September 15, 2013

Software-as-a-service (SaaS) is continuing to gain traction as a deployment method for IT service management solutions. Four years ago only a handful of tools vendors offered SaaS-based solutions for IT infrastructure management, but today, all of the major systems management providers, specialist software houses and service providers such as du offer some form of cloud-deployed ICT infrastructure management.

SaaS is both a delivery model and a business model. The delivery model plays a substantial role in reducing two major components of IT, hardware costs and software infrastructure costs. The rest, such as custom development and requirements management costs, are independent of the delivery model and depend on the organisation’s complexity and the nature of the software service. SaaS as a business model impacts a third parameter, licensing costs, through subscription services and the pay-as-you-go approach.

Adoption of SaaS is gaining in pace in the infrastructure management space, primarily due to the fact that the services have matured, and there is an increased demand for IT to speed application deployments, lower cost ownership of assets and applications, and better secure an increasingly distributed and mobile workforce.

Infrastructure management solutions typically need to operate in tandem with a large number of systems management tools and utilities, from database and network management systems; the moves, adds and change procedures needed for up-to-date desktop assets; to the power and cooling controls of data centre servers. SaaS is seen as a viable alternative to some of the on-premise systems management tools. A recommended starting point for many organisations will be use of a SaaS-based cloud service management solution to help lower support costs. Cloud-based systems do offer some compelling strategic benefits.

For example, cloud technology allows service centres to change their staffing model, as it is easier to provide technology to distributed service agents. By using virtual resources as an adjunct to existing in-house operations, enterprises can eliminate facilities costs, reduce overheads, access new service agent talent, and reduce agent churn.

The continuity benefits of the cloud are also important. Many hosting providers are able to support uptime of between 99.99% and 99.999%, providing a level of performance guarantee which easily meets enterprise requirements. Cloud-based service management solutions increasingly offer functionality to remotely support mobile devices with the same ease as supporting client PCs.

New cloud-based solutions allow technicians to support remote end-user systems through firewalls from their computer or mobile device. Both the technician and the remote client are able to establish remote desktop control using outbound connections.

2013 days ago

Didn't Hatem rejoin Etisalat the week before (at least) this was published?

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