In the classic approach the company acquires the licence when purchasing and thus the right to use the software. An IT environment must be available here. The specific requirements of a company are configured and the customer ultimately takes on an integral solution – usually with a maintenance contract including the right to software troubleshooting and new releases. There are annually recurring costs here. The ongoing operation and support of the IT infrastructure are the responsibility of the company itself.

The on-demand models such as software as a service (SaaS) are based on the principle that the software is run by an external service provider, however. The employee only needs a browser, and with this can access the applications via a secure connection. The customer only pays a use-based service charge and has no costs for licences, hardware, installation and maintenance. The SaaS provider assumes costs and also responsibility for the ongoing operation and therefore relieves the customer of time-consuming administrative tasks, among other things. Another advantage for smaller and medium-sized companies is the access to a large ITSM service range which would be difficult to realise with a conventional ITSM solution in terms of investment volume and own IT capacities. 

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