Is ITIL Losing Importance Due To SaaS? ITIL is a set of procedures and practices of IT service management when we mistakenly believe that we don't have to worry about that in SaaS. However, ITIL has many aspects and facets that encompasses running IT in an organization. Moreover, it is not a checklist for the implementation of specific services in specific environments. For SaaS, we can just use a different toolset to follow the general ITIL guidelines.

Avant de definir la mesure convenable, on doit identifier les parties prenantes pour s'accorder sur les indicateurs de qualite du service (SLA, ITIL). => Identifier les metiers prioritaire avec lesquels ont pourrait definir des SLA de persuasion. Comment definit-on la persuasion ? Qu'en dise les psychologues ? Les marketeux ? Les anthropologues ?