| p>Not all software-as-a-service (SaaS) IT service | | | | performance. And, because we only have to monitor |
| management (ITSM) vendors are created equal. | | | | and administer just one platform (instead of managing |
| They each build and deploy their solutions using | | | | different sets of hosted technology stacks for each |
| different methods and techniques. They each | | | | client), we can provide more efficient and effective |
| communicate with clients in different ways. And, they | | | | service and support, including troubleshooting and |
| each provide varying levels of service. Which makes | | | | problem resolution. |
| some systems far superior to others. | | | | What Is Your Service Level Agreement (SLA)? |
| Want to make sure you're signing up for the best | | | | Ask the vendor what their SLA is, and if all customers |
| SaaS IT service desk solution possible? Then, don't | | | | - or just their own tenants - can see it, at any time. |
| forget to ask your vendor the following questions: | | | | SaaS Transparency is critical, as making availability |
| Is Your Solution Built on a Multi-Tenant Infrastructure? | | | | statistics public help to hold the vendor accountable for |
| Multi-tenant infrastructures are those in which all clients | | | | ensuring the performance of the environment. |
| and their users consume the service from the same | | | | Can Accounts Be Self-Provisioned? |
| technology platform, sharing all components in the | | | | Simplicity and ease of use are critical characteristics of |
| stack, including the data model, servers, and the | | | | any SaaS-based IT service management solution. |
| database layer. There are numerous benefits to this | | | | Vendors who empower their customers to |
| approach, so it's important to ask the vendor if they | | | | self-provision their own accounts in the system, as well |
| use one. | | | | as "onboard" themselves, allow them to resolve issues |
| Multi-tenant architectures offer high scalability, because | | | | themselves, and easily demonstrate the power of the |
| expansions are made to the platform to increase total | | | | solution. Self-provisioning is the way to go! |
| capacity for the entire environment (not just for an | | | | What's Your Product Upgrade Cycle? |
| individual customer). Additionally, because providers can | | | | How often are you upgrading your solution? Can you |
| better assess utilization, speed, and response times | | | | demonstrate consistent and frequent release |
| across the platform, multi-tenant architectures can be | | | | schedule? What Is Your Pricing Model? |
| more easily fine-tuned to guarantee optimum | | | | Some of the enterprise SaaS vendors won't publicize |
| performance and reliability. And, because there is | | | | their pricing, or their terms and conditions. What are |
| only one, centralized place to make adjustments, install | | | | they hiding? This approach does not benefit the |
| patches, etc., the ITSM system can be upgraded and | | | | customer, and should make potential buyers wonder if |
| enhanced much faster. | | | | they're going to get hit with hidden fees. But, our pricing |
| While many vendors don't leverage multi-tenant | | | | is posted, right on our Web site, and can be reviewed |
| infrastructures, we do. The SAManage service is | | | | by anyone, at any time. |
| built on a powerful architecture that delivers peak | | | | |