An interesting article proposing the suitability of SaaS for implementing ITSM. As the author points out, most ITSM packages have ended up being much of a muchness.
SaaS, with it's emphasis on continuous improvement/development does mean that there is opportunity for innovation that has been lacking in previous systems.
The article also touches on the risks of losing some functionality by moving to a web-only client. This is balanced by the availability of ongoing system improvement that should come from the SaaS model.
One key point raised in the article is the desire to have data stored wherever the customer wants it. In the cloud, or locally within the organisation. For financial services companies, it is likely that "local" will be the preferred option - there is still a significant conservatism around access to and protection of data. Although since in this case we are concerned with data on service processes, this may be a less critical issue than in other areas (e.g. SaaS CRM).
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