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

It has been said that you canít manage what you canít 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. Thatís 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.

Tags : social media, metrics, it service management, cloud platform, collaboration, it service management, saas, it help desk
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Published:  Feb 12, 2014
Length:  4
Type:  White Paper