2010 was a watershed year in the evolution of the Softwareas a Service (SaaS) industry. Worldwide sales of SaaS tools within the enterprise application software market exceeded $9B.1 The industry bellwether— Salesforce.com — continued to grow its revenue dramatically.
A […]
A few weeks ago, I had the pleasure of meeting with one of our customers’ IT leadership team for an IT Service Management strategy planning session. The organizations primary business is producing hardware and software. Their secondary line of business is hosting and managing IT Service […]
We’ve all heard the jokes about the “helpless desk.” Employees complain about the lack of service. Help desk staff lament the lack of respect. The fact is the help desk represents a huge opportunity. It occupies critical real estate in the enterprise. […]