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Questions for your "SaaS" vendor

  
  
  
  

Given all the new entrants to the "SaaS" for ITSM market, and a general debasing of "SaaS" as a term, I've updated my list of questions every customer should ask their "SaaS" suitor.

SaaS sarcastic finger quotes(Just to be safe these days, I'd recommend every time you say the word "SaaS" that you use the international sign for sarcastic quotes. This sign is made by placing both hands above you in the air with your index and middle fingers extended in the peace or victory sign. Then when you say "SaaS" make sure to curl your fingers down and then re-extend them. Do this a couple of times for best effect.)

Here are the questions:

- How is your "SaaS" offering more cost effective than a traditional, on-premise installation of the application?
- How quickly can you set up a proof of concept?
- Can you show me a live demo now?
- How is the application administered and who is involved?
- How do I change or customize the application?
- How is the application upgraded, how long will it take to upgrade, and who pays for the upgrade?
- How often will the application be upgraded and can you walk me through the upgrade process?
- How long does an upgrade take?
- How can I integrate your "SaaS" product with other applications?
- Where will the application be hosted?
- Is this a new application or is it your legacy technology with a different delivery model?
- What is the pricing model for application licensing, implementation services, customization services and upgrade services?
- Can I speak with one of your "SaaS" customers?

If you would prefer to skip all of these questions, the quickest way to determine true SaaS is to simply compare live instances of the various ITSM applications. You'll know modern SaaS when you see it and use it. 

Don't forget, when saying "SaaS" and doing sarcastic finger quotes, smile knowingly at a friend to really get on your vendor's nerves.


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Comments

Rhett, nice list. what is your take on "multi-tenancy" in a Saas offering? 
 
Best regards, 
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