IT support plays a pivoting role in every business. With the deployment and maintenance of hardware to open new employees with the right tools to troubleshoot software applications, few modern companies can work effectively without continuous assistance from computer support.
However, a result of the increasing use of cloud-based subscription software applications (also called SaaS) is an additional complexity to provide internal support. This challenge arises from the increasingly decentralized and democratic nature, led by employees of software acquisition. Due to the ease with which SaaS application support can be acquired, commercial units and individual employees, often select and quickly select, buy and deploy software without the need for computer support professional.
This trend will continue to grow. IDC analyst anticipates that more than 70% of application expenses are now mainly occurring in the budgets of the business unit, not. A recent zylo data analysis based on more than $ 12 billion in management cloud expenditures showed that 1 out of 3 employees use the reimbursement of expenses to acquire SaaS applications.
But that can no longer be involved in every SAAS application decision (since individual teams and users do now often do it), we can still be supposed to provide technical assistance for SaaS applications - whatever His acquisition.
If the acquisition of the SAAA application has been decentralized without knowing it (as is the case with the shadow of the shadow) or knowingly (as in the case of computer governance organizations that promote management Employee-based applications), companies that adapt to increasing growth software change owner's risk to organizational flexibility needed to promote innovation.
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The increase in the adoption of Saa leads to an increase in computer support needs
It supports SaaS distributed management environments
Activating Self Service Support for SaaS Applications
The increase in the adoption of Saa leads to an increase in computer support needs
Gartner predicts that the cloud service market will reach 17% in 2020 to over $ 266 billion, ranging from $ 228 billion in 2019. SaaS is by far the most substantial category of market share. The Gartner SaaS projects will catch more than $ 116 billion in expenditure in 2020. For most organizations, this increase in expenditures leads to larger quantities of applications. Depending on the data of Zylo, the average corporate exchange maintains 600 applications.
And when the number of global applications increases, the complexity of the provision of computer support. Consider the following. According to Zendesk, about 70% of the internal support tickets reach a "resolved" status in one touch.
This data can suggest that IT support can be too busy to provide resolutions more quickly. On average, Zendesk claims that the internal support teams manage about 500 tickets per month.
According to the IT support company, the HDI company, after the facts of all costs (including the salaries of technology, training, and staff), the total cost of ownership for a computer support ticket is 104 $. Companies with IT practices that effectively prevent problems from achieving support can quickly reduce associated operational costs.
It supports SaaS distributed management environments
As mentioned above, one of the main drivers of increasing the acquisition and use of SaaS applications in commercial environments is the need for its support for the acquisition or deployment of a new tool.
To adapt to this new reality, progressive computer teams have developed new approaches and multi-level governance for the management and support of SaaS applications.
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