Forrester Research just released their Market Overview for ITSM solutions, naming Absolute Service by Absolute Software as an upper mid market vendor with “significant success” in the ITSM customer success category. After launching in January 2013, we are proud to have received this praise and aim to continue to surpass expectations in the years to come.
The Forrester report overviews ITSM and the emerging Saas delivery model, reviews 21 SaaS ITSM vendors and 23 tools and gives details on how to assess the ITSM tools on the market to best meet organizational goals. Forrester provided ZDNet a great summary of the report, putting together a graph of all the products on the market and the degree of customer success:
As outlined in the report, the benefits of choosing software-as-a-service (SaaS) for ITSM include:
- Lower initial cost of ownership via subscription-based pricing
- Simple implementation and upgrades with minimal staff effort
- Reduced support needs
- Greater opportunity of use
- Higher user satisfaction