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Re: Combining on-premise and SaaS Service Desk Solutions to get the ideal solution

chuck_darst

Mary, Thanks for the whitepaper plug. It is the Five ways to get more from your SaaS service desk paper that is available in a handful of different spots.

 

I am curious on your views of what processes make the most sense to be done more independently. I can see incident management - especially if record/case information can be shared with central IT. What about change management? I guess this would depend on how remote/separate the LoB or entity is. It then seems like one of the big use cases is to use the core workflow capabilities for similar, but non-IT related applications. This could be easier in a separate system.

 

Btw - nice find on the Gartner note. I always wonder about the story within the story. At this level, I would expect the responses are for everything potentially SaaS delivered. So, email and Salesforce come into the mix. I listened in on an analyst preso on corporate SaaS adoption, and there were lots of things higher up the list than IT. But, clearly SaaS is of increasing importance in the IT management area.

 

Chuck

 

P.S. I am trusting that this isn't close to a duplicate comment. Got an error message the first time around.

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About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

Comments
chuck_darst

Mary, Thanks for the whitepaper plug. It is the Five ways to get more from your SaaS service desk paper that is available in a handful of different spots.

 

I am curious on your views of what processes make the most sense to be done more independently. I can see incident management - especially if record/case information can be shared with central IT. What about change management? I guess this would depend on how remote/separate the LoB or entity is. It then seems like one of the big use cases is to use the core workflow capabilities for similar, but non-IT related applications. This could be easier in a separate system.

 

Btw - nice find on the Gartner note. I always wonder about the story within the story. At this level, I would expect the responses are for everything potentially SaaS delivered. So, email and Salesforce come into the mix. I listened in on an analyst preso on corporate SaaS adoption, and there were lots of things higher up the list than IT. But, clearly SaaS is of increasing importance in the IT management area.

 

Chuck

 

P.S. I am trusting that this isn't close to a duplicate comment. Got an error message the first time around.

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