Challenges and benefits of software-as-a-service adoption for the technical support function within a software organization

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Dresler, Marek
Issue Date
MBA in Cloud Computing
Dublin Business School
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Software-as-a-Service (SaaS) model adoption by software vendors for their products delivery has been a growing trend in the technology sector. Given the limited research in the area, this exploratory study aimed to elucidate the implications of SaaS adoption for the vendor’s Technical Support function in particular, through a review of pertinent literature and practical research. The latter involved employing qualitative case study research design, conducting semi-structured interviews with relevant personnel from a software organization, and a subsequent thematic analysis of the resultant empirical data. The findings from this inquiry revealed the disruptive character of SaaS transition with its numerous and multi-faceted challenges and benefits for the department as well as its influence on the software vendor’s business model and ecosystem. This work concluded that the move to SaaS required careful consideration and recommended appropriate preparation and corrective measures to take.