Skip navigation
Skip navigation
You are using an outdated browser. Please upgrade your browser.
There is site maintenance being carried out this weekend and there may be brief periods where we are unavailable. If so, please try again 10 minutes later.

Market research conducted by Agility PR on behalf of leading service desk software provider Vivantio at the recent Service Desk and IT Show, showed that a staggering 56 per cent of service desk professionals are still unaware that service desk software can be purchased as a hosted service SaaS (Software-as-a-Service).

Despite the low level of awareness in the service desk sector, the general trend towards SaaS across the entire software market continues to grow exponentially. Interestingly, the survey also revealed that 46% of companies have already deployed SaaS applications elsewhere across their organisations outside the service desk arena.

Over half of service desk professionals polled (57%) said they were looking to deploy IT Infrastructure Library (ITIL) compatible software, while just 5% stated that they were looking for Pink Elephant certified software, and the same number again were opting for ISO/IEX 20000 compliant software.

The converts to SaaS service desk stated that they had selected this method of application delivery for three key reasons - speed of deployment (35%), easy upgrading (35%) and elimination of the need for additional onsite hardware and maintenance (24%). From a financial point of view SaaS service desk also scored highly, with 24% of existing users stating that they had selected it due to the easy monthly payments as opposed to the upfront capital expenditure associated with on-site installations, which can result in internal budget wrangling.

Industry analyst Gartner reported the global market for web-based delivery of applications reached $5.1 billion in 2007 and predicted growth to $11.5 billion by 2011, by which time it will account for over one-quarter of all software sold to companies.

Vivantio has built its service desk offering from day one to be available on site or SaaS, priced at the same Total Cost of Ownership (TCO) over three years. It is finding that particularly over the last year three-quarters of its new customers opt for SaaS delivery as the benefits are coming through loud and clear to customers once they start looking at it more closely.

Vivantio provides a fully managed, hosted service allowing customers to access and use the software over the internet. Data is securely held at external data centres with 99.99% uptime, with fail over capability for customers looking to meet tightening corporate business continuity and disaster recovery requirements.

Neil Davies, services delivery manager, Allegis Group Ltd, commented:
“Most companies do not know the real cost of running an IT service in-house. We are beginning to make these calculations for numerous services that our IT department provides to employees’ desktops and when you do this it becomes clear that specialist hosted (SaaS) services like the one Vivantio offers for my department are incredibly cost effective. In addition the SaaS model offers you full access to the entire system at the flick of a switch so you can find out what its strengths are. As a result of rapid deployment of Vivantio’s system we were able to get positive feedback from my team of users, our customers and our IT department and gauge the platform’s key strengths, all before deploying it more widely.”

Russell Wiltshire, director, Vivantio commented:
“Awareness of the benefits of SaaS is high yet the IT industry seems to be slow to react and meet service desk customer demands. Vivantio is still one of the only service desk software providers to offer both on-site installation and SaaS, with this level of demand we can’t understand why more companies do not offer their customers both options.”


Notes to editors:

The findings are based on questionnaires completed by 50 randomly selected Service Desk & IT Support Show 2008 visitors on 22nd and 23rd April 2008.

A recent report by the Broadband Stakeholders Group reported in Computer Weekly (11th June 2008) found that there is a burgeoning demand for SaaS applications amongst SMEs which is only held back by lack of consistent, high speed broadband internet access. Average speeds achievable in the UK still stand at around 8Mbps whereas France offers 24Mbps and Japan plans to offer 100 Mbps fibre broadband access universally within two years. Vivantio predicts that as high and consistent broadband speeds become more available this will create an additional surge in demand for software available as a hosted service (SaaS) amongst smaller firms.

About Vivantio Ltd

Vivantio is a specialist service desk software and Software as a Service provider. Vivantio provides an easy-to-deploy and use suite of service desk tools which are designed for their simplicity, whilst offering the functionality that service desk teams need to increase productivity through the automation of processes and the enabling of customer self-service. For more information please visit

For Vivantio sales enquiries, please contact:

Russell Wiltshire, Director, Vivantio Ltd
Tel: +44 (0) 1934 424 840. Email:

For Vivantio UK media enquiries, please contact:

Miles Clayton, Managing Director, Agility PR Limited
Tel: +44 (0) 1992 586 190. Email:

This press release was distributed by ResponseSource Press Release Wire on behalf of Agility PR (Miles Clayton) in the following categories: Computing & Telecoms, for more information visit