Blogs

About Author

Forrester Research is a technology and market research company that provides pragmatic advice to global leaders in business and technology.

Contact Author

Email Forrester

The state of ITSM in 2011 report is now available

SaaS service desks prove winners

Published 10:43, 15 November 11

As many of you know, Forrester conducted a joint research study earlier this year, in conjunction with the US chapter of the IT Service Management Forum (itSMF-USA).

The report is finally now available to the deserving. Forrester clients can download it using the normal access methods. Members of itSMF-USA will receive their copy from itSMF-USA. If you contributed, but do not fall into either category, Forrester will be sending you your copy.

You can read a few of the finding in my original post announcing the completion of the study. An example of the findings is the level of satisfaction with service desk solutions. While satisfaction in general is higher than one would think, a SaaS model has proven especially satisfactory:

Please let me know if you are having difficulty obtaining your report. Thank you again for all the participation that led us to these findings! We look forward to next year’s study!

Posted by Glenn O'Donnell