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Interest in and adoption of IT service management (ITSM) solutions deployed as software-as-a-service (SaaS) has increased over recent years, and shows no sign of slowing down. This report highlights some of the key considerations IT departments should make before deploying any ITSM SaaS solution.


  • More than just capabilities need to be considered when identifying an appropriate SaaS ITSM solution.

Features and Benefits

  • Broaden your understanding of the SaaS ITSM solutions market.
  • Better understand common capabilities offered by ITSM SaaS solutions.

Key questions answered

  • What factors are driving interest in ITSM SaaS solutions?
  • What are some of the important capabilities to consider when adopting an ITSM SaaS solution?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

The appeal of SaaS ITSM solutions is showing no sign of slowing down

  • Multiple factors continue to drive interest in SaaS ITSM solutions
  • Important capabilities to consider when adopting a SaaS ITSM solution

The SaaS ITSM solutions market is crowded

  • Functional differentiation among leading solutions in the space is minimal
  • It is not only the larger more established vendors that are experiencing good traction in the ITSM SaaS market

More than just capabilities need to be considered when identifying an appropriate SaaS ITSM solution

  • Overcoming concerns associated with the adoption of SaaS ITSM solutions
  • Successful adoption and utilization requires concise and consistent communication of the intended benefits
  • People and integration considerations are also important
  • Establishing a partnership with vendors helps ensure maximum value is gained from the utilization of any technology


  • Further reading
  • Author

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