Tag: saas

Forrester recently announced the results of their third annual ITSM survey at  Fusion 2013 , a conference for IT Service Management professionals.  Summing up the experience there in a  recent blog post  , Forrester revealed that survey results showed that ITSM has largely maintained status quo through 2013 stating ‘no news…is news’. Not everything was status quo though! Forrester said that the MOST significant change highlighted in the survey was in regards to SaaS adoption by service desk teams. In their own words “2013 is the breakout year for SaaS. ” When asked how they plan to purchase management and automation software over the next two years, for the first time ”Delivered via SaaS” rather than “Classic perpetual license” was the most popular choice.  “As most of you know, SaaS has been on a tear for a couple of years now – it’s neat to finally see that reflected in the data.” To us , this is hardly a surprise. Ever since we launched  ServiceDesk Plus On-Demand , the fully SaaS version of ServiceDesk Plus in late 2010, we have seen an encouraging adoption rate that only seems to grow each day. As the report suggests, we saw many of our own customers move from their installed service desks to ServiceDesk Plus On-Demand in 2013. The On-Demand version of ServiceDesk Plus itself is the byproduct of ManageEngine’s extensive experience in the ITSM market and  Zoho’s  ( ManageEngine’s parent company).