{"id":10634,"date":"2011-08-11T14:26:00","date_gmt":"2011-08-11T19:26:00","guid":{"rendered":"http:\/\/devweb.rjrinnovations.com\/i-cant-get-no-saastisfaction-3\/"},"modified":"2016-10-13T10:21:19","modified_gmt":"2016-10-13T14:21:19","slug":"i-cant-get-no-saastisfaction-3","status":"publish","type":"post","link":"https:\/\/www.rjrinnovations.com\/fr\/i-cant-get-no-saastisfaction-3\/","title":{"rendered":"I Can&#8217;t Get No&#8230;.SaaStisfaction!"},"content":{"rendered":"<div style=\"color: white;\">In my last article  I relayed some information about a conversation I had with one of our  customers who is currently using our On Premise IT Service Management  solutions.<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>In those discussions, we explored the benefits of moving these services  to our SaaS ITSM products.\u00a0 Upon reflection, what I found intriguing  about this discussion is that it was not an isolated or unique  conversation. As is the case with most IT practitioners who have been in  the space for a while, we see that as technologies emerge from the  official status of \u201cnew and innovative\u201d into \u201caccepted and viable\u201d,  these technology alternatives occupy a vast amount of mind-share  throughout the entire IT community.<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>You  may ask, \u201cWhat is it about Software as a Service that compels everyone  to discuss this deployment, administration, and ownership model  alternative?\u201d (<i>Ok \u2013 maybe not those words, but you get the gist\u2026go with me, here\u2026)<\/i><\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>Oddly  enough, more often than not, it seems that the legacy challenges many  organizations have faced for years uncounted is driving much of this  interest:<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li>As an industry, we are still confronted with the dilemma of how best to modernize our processes and practices<\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li>A  great percentage of IT organizations have an older service desk  solution that does not lend itself to accommodate new business and  technical requirements (I hear this from most everyone whose IT Service  Management portfolio is based on software that may be two or even three  major versions behind a current release)<\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li>I  also hear from many IT practitioners\u00a0 that they are just now (or very  soon will) emerge from long-term maintenance and licensing agreements\u2026so  they want to explore every possible option available to them<\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li>Quite a few of these discussions also include IT\u2019s need to expand the services they offer the business<\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li>Additionally,  the more daring of these souls want to dramatically shift the operating  models in place today so they can help the business become more  innovative<\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<ul>\n<li>Lastly-  of course \u2013 they all recognize the fact that\u00a0 today\u2019s ever-increasing  work-load can only be balanced by removing time consuming maintenance  \/upgrade service management activities\u2026.<\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>Cue Mick, \u201cI can\u2019t get no; Satisfaction\u2026no, no, no\u2026\u2026\u201d<br \/>(Yes, Mick\u2026.you didn\u2019t really think we were going to go down the \u201cDevo\u201d path, did you?)\u00a0<a href=\"https:\/\/communities.bmc.com\/communities\/servlet\/JiveServlet\/showImage\/38-3167-19898\/mick.jpg\"><\/a><\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>So, how do we move towards something that is more\u2026.satisfying? <br \/>Let\u2019s run on the assumption that you\u2019ve done your homework:<\/p>\n<ul>\n<li>You\u2019ve spoken internally with other departmental customers, users, partners, who are currently using a SaaS application<\/li>\n<li>You\u2019ve exploited the all of the web resources available to you\u00a0 for basic research<\/li>\n<li>Though somewhat time consuming, you also have digested all of the industry analysts, media, and pundit reviews and speculations <\/li>\n<li>You\u2019ve reached out to your social community and leveraged the collective gray-matter of thousands of people who doing \u201c<i>SaaSy<\/i>\u201d things today<\/li>\n<\/ul>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>At  this point, you know that there are some staple attributes about  consuming a SaaS service that have to be present\u2026.and \u201cno\u201d\u2026 we are not  going to wax philosophically on these base elements. We all know that  SaaS has to be accountable in terms of availability, security,  reliability, transactional performance, service level penalties,  flexible subscription terms, etc.\u00a0 <\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>Given  that all things in the SaaS model work as expected\u2026where do you go from  here?\u00a0 How do you know which SaaS offering is right for you? How do you  know that when you go all-in on the SaaS model that the shift in your  culture and the technical and business requirements are going to  pan-out?\u00a0 Well\u2026.just for a moment, let me play the role of<i> Mick Jaggers\u2019 Protagonist, <\/i><br \/><i>\u201c<\/i><span><i style=\"font-family: 'Calibri','sans-serif'; font-size: 12pt;\">And a man (yes, that\u2019s me) comes on the radio<\/i><\/span><i> &#8211; <\/i><span><i style=\"font-family: 'Calibri','sans-serif'; font-size: 12pt;\">He&#8217;s telling me (yes, this is you) more and more<\/i><\/span><i> &#8211; <\/i><span><i style=\"font-family: 'Calibri','sans-serif'; font-size: 12pt;\">About some useless information<\/i><\/span><i> &#8211; <\/i><span><i style=\"font-family: 'Calibri','sans-serif'; font-size: 12pt;\">Supposed to fire my imagination<\/i><\/span><i>\u2026. <\/i><span><i style=\"font-family: 'Calibri','sans-serif'; font-size: 12pt;\">I can&#8217;t get no, oh no, no, no\u2026\u201d<\/i><\/span><\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>First  of all, get back to the basic conversation of; what am I buying, how  does it do what it does, how does it do it better than the other stuff,  and why is this important to me and company.<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>Bottom  line, according to the analysts and the realities of our current  business and economic climate, we (IT as an industry) have to do things  better than we did yesterday\u2026or we won\u2019t be in business tomorrow! Pretty  straight-forward, huh? No guile. No deception. No tricks.\u00a0 There are  there hallmarks that you have to look for in your ITSM SaaS solution in  order to be successful today and tomorrow:<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p><b>Native \/ purpose built interoperable discipline capabilities:<\/b>  If you buy into a one-trick pony that may do one thing extremely well,  you KNOW from your years of experience that you are going to wind up  customizing that thing in order to achieve integration with other IT  services, data, infrastructure, etc.\u00a0 Why replace a high maintenance  product set with something so limited that the only defensible metric  you will have to show over the next three years is the amazing initial  low cost (1<sup>st<\/sup> year only) subscription fees?\u00a0 <\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>If  you think about it, IT Service Management is not just about opening and  closing a trouble ticket. So why would you invest your time, money, and  political clout in something that really doesn\u2019t do what you need for  it to do. <\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>Just  like the traditional and sadly much maligned On Premise solutions that  provide a wealth of processes, features, functions, disciplines, you  should demand nothing less from a SaaS based service, right?<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p><b>Get to your end-goal NOW<\/b>:  Yeah, this is a big deal. Like any other IT based project, you know you  have your list of requirements. You have identified your critical  success factors and key performance indicators. Most likely, you\u2019ve also  created (based on this data) your total cost of ownership models? So  what is the fastest way to hit your goals\u2026or put another way, the  shortest distance between two-points? In this case, it is to use the  SaaS \u201cproduct \/application\u201d as it was designed.\u00a0 You know the words  here, <i>Out-of-the-Box! This means, <\/i>you need to find SaaS  solutions with so many goodies \u201cin-the-box\u201d that you can run immediately  without customizing the processes, the data schema, or the products  capabilities.\u00a0 And yes, this also ties back to the first hallmark,  leveraging the native purpose built interoperations.<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p><b>Manage IT as a Business:<\/b>  OK \u2013 this one sounds easier than it is\u2026or not? Looking towards the  future of how IT provides and consumes services, we most likely will  enter into a new world of management challenges. A few years back you  could not read one IT periodical without seeing something about the new 5<sup>th<\/sup> rider of the apocalypse, \u201cVirtualization Sprawl\u201d.\u00a0 Yes, he who should not be named\u2026.<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>Well,  as history has proven time and time again, stuff is cyclical and  repeatable. The next rider to join the ranks of IT pestilence, may  likely be SaaS Vendor Sprawl. No, not a particularly frightening name  compared to its Armageddon peers, but still something that should keep  you up at nights\u2026<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>We,  the managers and guardians of IT services, to keep a vigilant eye over  all of the services consumed by our user and customer communities. We  need a SaaS ITSM solution that understands business transparency,  service costing, supplier and service portfolio management. Moreover we  need to be able to provide to the financial and procurement teams  important effectiveness information pertaining to these services (and  service providers) to help them select and consolidate their SaaS  provider portfolios accordingly. By utilizing an IT Service Management  SaaS solution with native\/purpose built IT Business Management  capabilities (yes, back to the 1<sup>st<\/sup> hallmark yet again) we  help drive monetary efficiencies and simplify the realm of our  management and administration activities.\u00a0 Go figure\u2026cause and  effect\u2026.nice symmetry, yes?<\/p>\n<div style=\"height: 8pt; min-height: 8pt; padding: 0px;\"><\/div>\n<p>So,  at the end of the day, are these three things going to deliver peace,  tranquility, harmony and ultimate satisfaction? They just might. You  have to remember to all things there is balance, there is a path to  achieving end goals. And even though Mick-and-the-boys, may have  suggested that, \u201cYou can always get what you want \u2013 but if you try  sometimes \u2013 you get what you need\u201d, I think you\u2018ll find if you look at  the actual application that exists behind the SaaS curtain, you can  achieve a high degree of Satisfaction.<\/p>\n<p>By:\u00a0 Christopher Williams<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>In my last article I relayed some information about a conversation I had with one of our customers who is currently using our On Premise IT Service Management solutions. In those discussions, we explored the benefits of moving these services to our SaaS ITSM products.\u00a0 Upon reflection, what I found  [&#8230;]<\/p>\n","protected":false},"author":26,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9,36],"tags":[39],"class_list":["post-10634","post","type-post","status-publish","format-standard","hentry","category-blog","category-blog-fr","tag-english-fr"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>I Can&#039;t Get No....SaaStisfaction! - RJR Innovations<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.rjrinnovations.com\/fr\/i-cant-get-no-saastisfaction-3\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"I Can&#039;t Get No....SaaStisfaction! - RJR Innovations\" \/>\n<meta property=\"og:description\" content=\"In my last article I relayed some information about a conversation I had with one of our customers who is currently using our On Premise IT Service Management solutions. 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