A customer’s success is imperative!
Customer success is integral to SaaS
All companies want their customers to succeed, of course, but the
pay-as-you-go structure of the on-demand business model makes this much
more than a generic aspiration; ensuring that every individual user has
a positive experience of using the application becomes a commercial
imperative.
个人非常看好这家公司：www.service-now.com
这是他们的support wiki:http://wiki.service-now.com/index.php?title=Main_Page
看着别人做business，觉得他们的确在创造一种文明。
惭愧，好好学习，不是一个简单的概念。而是内涵。
别人把itsm的saas做到这般，想起两年前自己做过的项目，还有用过的接触到的关于itsm的知识。2004年开始起步的servcice-now，将是业界的新星。
saas的新浪潮注定会影响很多人，我会不会是其中一个呢。
这是zdnet的saas blog tag的连接。
What to look for in a SaaS vendor
作者列出了在选择saas时候的八点：
Try before buy.买之前先试用
Top-to-bottom configuration.从上到下的灵活定制
Service delivery management
infrastructure 服务发布管理基础架构
Service level agreement. 服务级别协议 ，这两项都是itil相关的内容
Status visibility 状态的可见性
Business services API. 业务服务接口
Paying customers. 支付客户状况
Finance.财政状况
这是不看好saas的论调
- Fewer features
- Customer loses control
- Security is a problem
- Difficult to integrate
- SaaS is Risky
- Hosted is only good for small businesses and projects
- Costs more over time
- Service could be poor with a SaaS
- SaaS companies have an unproven business model
- SaaS companies are competitive with the IT organization
from Crownpeak challenges top ten SaaS myths
