IT Service Management (ITSM)

SaaS, Social Media, and the Need for New Metrics to Measure I.T. Service Management SaaS Providers

Provided by Salesforce.com

Category IT Service Management (ITSM)

Type White Paper

Length 4

Publish Date August 14 2012

Date posted February 13 2014

Overview

It has been said that you can’t manage what you can’t measure, and you must measure what really matters. New service delivery models for IT service management, such as software as a service (SaaS), as well as emerging communications channels for support that include social media, will require some changes to the way you traditionally measure the effectiveness of your services. That’s why you should reexamine your service metrics as you begin to rely more heavily on SaaS, social media, and a more services-oriented approach to IT delivery.

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