SaaS has been available to be consumed on a fixed cost basis for a while now. Yes, SaaS does provide new ways to deliver this, but you make sound like SaaS was the holy grail.

This ability to manage not only the IT infrastrucuture from a mobile device is a big step forward in allowing the IT workforce to be as mobile and responsive at the rest of the mobile enterprise. Now is this an evolutionary step or a revolutionary one. Well not being either Adams nor Darwin this author is not qualified to judge, but it does make it alot easier to reduce response SLAs, respond to urgent requests and from the end user standpoint, log a request for help because if the ole PC is the culprit and I cannot fire it up to get to the request portal, you have now set me back to the old voicemail and email days.

And if you don’t have, carry or support the BB ( which is interesting to this author this statement as it is one of the most pervasive units in the enterprise), we can do it on the other platforms as well. Client or client less. Your choice.

On the other hand, a SaaS ITSM application leverages the power of the Internet and the ubiquity of the browser. Why introduce more complexity and add another application to your Blackberry? What if IT workers are using devices other than Blackberry?

I address some of these questions in a blog post here. When cottage industries spring up to fill in the gaps of the shortcomings of old technology, I call it the legacy vulture phenomenon.

Rhett
Service-now.com