IT Service Management Case Study: Making The Transition From On Premises To SaaS With BMC

How do you successfully move IT service management (ITSM) tool enablement from an on-premises model to a software-as-a-service (SaaS) model? A North American brand communications agency found itself hamstrung by a highly customized on-premises ITSM tool that was: 1) too costly to run; 2) a poor fit to operational and customer requirements; 3) complicated and cumbersome to use; 4) unable to keep pace with the latest service management thinking; and 5) stranded on an out-of-date version because it would cost too much to upgrade. This case study of one organization's successful move to BMC Remedyforce, an SaaS ITSM tool, illustrates the best practices that I&O professionals in similar situations should follow. The agency's ITSM project team focused on alignment with business priorities, mandated configuration of the new SaaS tool rather than customizing to preserve upgradability, and included only the functionality that the company actually needed in its request for proposal (RFP).