Software as a Service, SaaS, has as many meanings as the ITIL framework has processes. I have been studying the amazing amount of publicity surrounding IT Service Management software for about three years now. The amount of information is staggering. Just when all the ITSM software vendors were finally in alignment with their ITIL clones, killing any innovation in truly increasing customer satisfaction, and the process vendors had choked the life out of any hope of ever getting a grip on your business, SaaS reared its head and took traditional ITSM software for a new spin.

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