Wave Report

The Forrester Wave™: ITSM SaaS Delivery Capabilities, Q3 2014

The 10 Vendors That Matter Most And How They Stack Up

July 28th, 2014
With contributors:
Liz Herbert , Eveline Oehrlich , Michelle Mai


How an IT or business service is delivered directly affects the quality of experience for the service consumer and the reputation of the infrastructure and operations (I&O) team that delivers the services. In Forrester's 30-criteria evaluation of IT service management (ITSM) software-as-a-service (SaaS) vendors, we identified the top 10 most significant vendors in the category and researched, analyzed, and scored them based on their SaaS delivery capabilities. This report details our findings about how well each vendor fulfills our criteria and where they stand in relation to each other to help infrastructure and operations professionals select the right vendor for their ITSM SaaS requirements.

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