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For many IT organizations, the concept and use of software as a service (SaaS) solutions are no longer new or novel. SaaS-based IT Service Management (ITSM) solutions must deliver real business benefits including lower costs, simpler upgrades, ease of use, quicker deployment, dynamic scalability, universal accessibility, to name a few.

The focus of this report is to highlight the key factors that must be examined carefully when considering a SaaS-based ITSM solution and lessons learned from those who have implemented SaaS-based ITSM offerings.


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