{"id":2352,"date":"2025-03-17T10:57:07","date_gmt":"2025-03-17T13:57:07","guid":{"rendered":"https:\/\/mattzero.com.br\/?p=2352"},"modified":"2025-04-10T18:09:00","modified_gmt":"2025-04-10T21:09:00","slug":"o-que-e-saas-conceito-e-beneficios","status":"publish","type":"post","link":"https:\/\/mattzero.com.br\/en_us\/o-que-e-saas-conceito-e-beneficios\/","title":{"rendered":"What is SaaS? Concept and benefits"},"content":{"rendered":"<p>Over the years, consumers have changed the way they consume. Today, the service model is used in many business sectors, and software is no different. But before we talk about SaaS (Software as a Service), what is the service model?<\/p>\n\n\n\n<p>When we need to get somewhere, we just need to pick up our cell phone and order an Uber. Within a few minutes, we will arrive at our desired location. What&#039;s more, we don&#039;t need to worry about parking, paying vehicle taxes, paying maintenance, etc. With this practical example, we can understand how services have attracted thousands of consumers to their model, since they objectively deliver to the customer their desires or needs.<\/p>\n\n\n\n<p>Services by their nature aim to earn remuneration through value delivery to the customer, shortening the path to their goal. As a result of this model, companies hire the service model for many functions and thus are able to meet their needs. Such as security, marketing, tax teams and others. Long live service providers! SaaS? How does this model work?<\/p>\n\n\n\n<p>As Software could not be left out of this global trend, the concept of Software as a Service (Software as a Service) or as it is popularly known SaaS emerged.<\/p>\n\n\n\n<p>SaaS is a sales &amp; distribution model for accessing software through the payment of a monthly subscription. This subscription (license to use), while active, will guarantee the right to use (access) the software. If the customer does not wish to use the application, they simply need to cancel the subscription in the manufacturer&#039;s administration center. This way, you cancel your access to the software\/service and reduce the recurring payment for the application.<\/p>\n\n\n\n<p>Another very important point when we talk about the SaaS model is that when we subscribe to software we are only subscribing to the final application, that is, the entire IT infrastructure, servers, updates and maintenance of the servers are the responsibility of the manufacturer, providing greater focus on what matters, using the application!<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img decoding=\"async\" src=\"https:\/\/mattzero.com.br\/wp-content\/uploads\/2025\/03\/SaaS-Software-as-a-service-1-1-1024x579.jpg\" alt=\"\" class=\"wp-image-2354\"\/><figcaption class=\"wp-element-caption\">SaaS \u2013 Software as a Service<\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"[hardBreak]Upgrade-de-Software\">SaaS offers:<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\">Software Upgrade<\/h3>\n\n\n\n<p>If the manufacturer updates the Software during your subscription period, you will be entitled to use the newest version. In most cases, this update occurs automatically without generating operational costs for the IT team, after all, the application is stored in the cloud.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"R\u00e1pida-implementa\u00e7\u00e3o\">Rapid implementation<\/h3>\n\n\n\n<p>Since the application infrastructure is the manufacturer&#039;s responsibility, the client does not need to implement servers and other resources within its infrastructure. The end user, with their credentials, quickly accesses and uses the application.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"Baixo-Custo-Inicial\">Low Initial Cost<\/h3>\n\n\n\n<p>The SaaS billing model allows the initial costs of the application to be paid in an economical and assertive manner. By assigning the software license to some users, it is possible to analyze whether the SaaS solution is compatible with the business model, thus avoiding operational costs for the IT team.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"Software-On-Demand\">On-Demand Software<\/h3>\n\n\n\n<p>If the customer no longer wishes to use the application, they can simply cancel their subscription in the administration center and this way you will optimize monthly revenue. With well-defined processes, we optimize the use of subscriptions for users who actually use the application and the correct version\/edition.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"Gest\u00e3o-Centralizada\">Centralized Management<\/h3>\n\n\n\n<p>SaaS applications have a centralized portal (tenant) where we manage all users with active subscriptions, we can quickly request new licenses, reallocate, cancel and perform other administration tasks.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Popular SaaS Applications &amp; Companies<\/h2>\n\n\n\n<p>Software from different segments is available in the SaaS model, adding value and solving problems. We can highlight:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/4matt.com.br\/dicas-de-otimizacao-de-microsoft-office-365\/\" target=\"_blank\" rel=\"noreferrer noopener\">Office 365<\/a> \u2013 Microsoft \u2013 Productivity Apps<\/li>\n\n\n\n<li><a href=\"https:\/\/www.adobe.com\/creativecloud.html\" target=\"_blank\" rel=\"noreferrer noopener\">Creative Cloud \u2013 Adobe<\/a> \u2013 Creation Applications<\/li>\n\n\n\n<li>Salesforce \u2013 Sales Force \u2013 CRM Platform<\/li>\n\n\n\n<li>Netflix \u2013 Netflix \u2013 Video Streaming<\/li>\n\n\n\n<li>Dropbox \u2013 Dropbox \u2013 File Storage and Sharing<\/li>\n\n\n\n<li>Spotify \u2013 Spotify \u2013 Audio Streaming<\/li>\n\n\n\n<li><a href=\"https:\/\/4matt.com.br\/autodesk-mudanca-no-licenciamento\/\" target=\"_blank\" rel=\"noreferrer noopener\">Autodesk<\/a> \u2013 Architecture and Engineering<\/li>\n<\/ul>\n\n\n\n<p>Example of SaaS companies in <strong>Brazil<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>RD Station \u2013 Applications for Inbound Marketing<\/li>\n\n\n\n<li>RunRun.it \u2013 Project Management App<\/li>\n\n\n\n<li>Lilu \u2013 App for pet services at home<\/li>\n<\/ul>\n\n\n\n<p>You have certainly used or heard of one of these applications, the growing number of users of these tools increasingly reinforces the trend of this software model.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to manage SaaS applications?<\/h2>\n\n\n\n<p>The ease of SaaS implementation has led to a significant increase in the frequency of contract renewals. Today, it is estimated that large corporations perform more than 15 contract renewals per week. However, SaaS Asset Management teams need to deal with the impact of automatic renewals and underutilized software. In the following article, we will delve into practical steps on how to manage SaaS renewals to make the most of the company&#039;s investment.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"Fluxo-de-renova\u00e7\u00e3o-SaaS\">SaaS Renewal Flow<\/h2>\n\n\n\n<p>For an efficient renewal we must understand that all SaaS contracts have a life cycle, this life cycle is divided into 3 stages:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Registration: At this stage <strong>we will map<\/strong> key criteria that will be used in the renewal of the contract.<\/li>\n\n\n\n<li>Management: In this stage the following will be carried out: <strong>active monitoring<\/strong> of the use of Software.<\/li>\n\n\n\n<li>Renewal: At this stage, we will use the information collected in the monitoring phase to carry out an efficient renewal.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"1.--Cadastro\">1. Registration<\/h2>\n\n\n\n<p>The registration stage begins as soon as the contract or subscription is purchased by the organization. Ensure the engagement of the person responsible for the purchase, as this will allow us to register key information more quickly.<\/p>\n\n\n\n<p><strong>Key information for registration:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Application Name: What is the name of the application?<\/li>\n\n\n\n<li>Usage Rights: How many users, assets, computers or devices will be able to use the application within the park? To reach this rationale, it is important to identify the Software metric.<\/li>\n\n\n\n<li>Values: Identify the total cost of the contract and the unit cost of each license. With this information, the team will build a prioritization order for the renewal flow and will act more efficiently in sizing the budget.<\/li>\n\n\n\n<li>Relevant dates: Registering dates is crucial for planning renewals, so your team can create a calendar, predict peak periods and plan actions.<\/li>\n\n\n\n<li>Additional Terms: If applicable, add additional terms to your contract in the registration, such as grace periods, advance notice of contract cancellation, minimum conditions, among others.<\/li>\n\n\n\n<li>Application Usage: Who uses the application? What is the functionality and category of the software? How critical is it to the business?<\/li>\n\n\n\n<li>Responsible: Who is responsible for the application?<\/li>\n\n\n\n<li>Manufacturer: Is it a strategic partner for the company? What contract models does the manufacturer offer?<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"2.-Gerenciamento\">2. Management<\/h2>\n\n\n\n<p>Once we have registered SaaS within the organization, it is necessary to focus on tracking software usage. In this new stage, we must monitor the development of the application within the organization, information about the <strong>use of the application<\/strong> and its <strong>features<\/strong> to determine the volume for the next renewal, if we identify that users use few features we can look at a leaner subscription for the product, if the application is being used little we can renew different quantities of the product. SaaS providers charge renewals based on software usage, if you know your organization&#039;s usage trend, it is a great opportunity to reap the rewards of your management.<\/p>\n\n\n\n<p>Another important process during the management stage is the <strong>Usage Review<\/strong> , this process identifies why some employees do not use the software or use it very little. Does the user use another solution? Is training required to use the Software? Is the Software not compatible with your needs? Can we continue with the non-renewal of this license?<\/p>\n\n\n\n<p><strong>Key information for Management is:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Active Users: Who uses the application? How long has the application been used?<\/li>\n\n\n\n<li>Inactive Users: Who does not use the application? Who owns this license? Do we have a schedule to perform the Usage Review?<\/li>\n\n\n\n<li>Features Used: Which features are used? Which key features (that change the license profile) are used?<\/li>\n\n\n\n<li>Available Licenses: What licenses are available? How many licenses are available?<\/li>\n\n\n\n<li>Alternative Solutions: Are users already using any alternative solution for that Software? Should we consider the alternative solution for renewal?<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"3.-Renova\u00e7\u00e3o\">3. Renewal<\/h2>\n\n\n\n<p>Now that we have all the key information for an efficient renewal, let&#039;s go through the standard process of every SaaS renewal. Using the information acquired, we will <strong>first questions about renewal<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What do we own?<\/li>\n\n\n\n<li>What are we using?<\/li>\n\n\n\n<li>What do we need?<\/li>\n\n\n\n<li>What will be the scope of the renewal?<\/li>\n\n\n\n<li>What are the goals of this scope?<\/li>\n<\/ul>\n\n\n\n<p>Companies have many weekly renewals and it clearly does not generate good cost-benefit for a team <a href=\"https:\/\/4matt.com.br\/sam-software-asset-management-8-razoes-para-implementar\" target=\"_blank\" rel=\"noreferrer noopener\">SAM<\/a> manage all of an organization&#039;s SaaS renewals. Today, there are platforms on the market such as <a href=\"https:\/\/4matt.com.br\/servicenow-software-asset-management-sam\/\" target=\"_blank\" rel=\"noreferrer noopener\">ServiceNow<\/a> It is <a href=\"https:\/\/4matt.com.br\/snow-software-o-que-e\/\" target=\"_blank\" rel=\"noreferrer noopener\">Snow Software<\/a> who do this management, but just having a platform is not enough.<\/p>\n\n\n\n<p>We will then determine criteria to identify where the SAM team should get involved. These criteria should include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Contract value<\/li>\n\n\n\n<li>Criticality for the business<\/li>\n<\/ul>\n\n\n\n<p>The most valuable contracts deserve your attention, as well as contracts that are critical to the organization. The team will increasingly improve the efficient renewal process and make deliveries faster, thus opening up room for analysis of other contracts. At this stage, <strong>renewal schedule<\/strong> will be your greatest ally, so it will be possible to identify renewals in which the team <a href=\"https:\/\/4matt.com.br\/sam-software-asset-management-8-razoes-para-implementar\" target=\"_blank\" rel=\"noreferrer noopener\">SAM<\/a> will have <strong>time <\/strong>to add value.<\/p>\n\n\n\n<p>With the scope and goals defined, the next step is to contact the reseller or manufacturer to begin the renewal process. By starting the renewal process early, you will have more time to negotiate with the supplier and they will have time to study how they will meet their commercial goals with you or another client. Building a partnership with the SaaS provider is important, as you do not have the option to stop purchasing the software. In SaaS software, if you do not pay, you lose full access to the SaaS solution.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"Entendendo-o-fabricante\">Understanding the manufacturer<\/h3>\n\n\n\n<p>When negotiating it is important to understand the <strong>key success metrics<\/strong> from the manufacturer. SaaS providers usually have well-defined metrics, know your partner and don&#039;t forget to <strong>use metrics to your advantage<\/strong>. <strong>Models<\/strong> of metrics:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Renewal Rate<\/li>\n\n\n\n<li>Contract and customer retention<\/li>\n\n\n\n<li>Customer Success<\/li>\n\n\n\n<li>Customer Lifetime value (CLV) rate<\/li>\n\n\n\n<li>Churn Rate or Rejection Rate<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"Exemplo-de-negocia\u00e7\u00e3o-utilizando-as-m\u00e9tricas:\">Example of trading using metrics:<\/h3>\n\n\n\n<p>If you have analyzed the data collected in the Registration &amp; Management stage and identified that software adoption is high and will increase over the next 3 years, negotiate this deadline with the SaaS partner. With this negotiation, you will help the seller with their metrics and will undoubtedly have greater flexibility in pricing.<br>The art of negotiation is to achieve a win-win situation, and in this case you have achieved it. You have reached a low cost per license agreement that will grow with the organization and that meets all of the manufacturer&#039;s metrics used in the contract. <strong>model<\/strong> previous.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"Conclus\u00e3o\">Conclusion<\/h2>\n\n\n\n<p>This article aimed to: In its first stage, demystify the concept of SaaS with a conceptual and introductory approach and then present advanced techniques for teams that need to manage this asset.<\/p>\n\n\n\n<p>Mastering the SaaS renewal process is another step towards achieving SAM maturity and, as with all SAM, we must reinforce the 3Ps: Processes, People and Platforms. With the 3Ps aligned, we will have effective information collection, processes that impact the organization and specialized technical staff to carry out all necessary routines and rituals. MattZero can assist you in all SaaS management. <a href=\"https:\/\/mattzero.com.br\/en_us\/solicite-uma-demonstracao\/\">consult our experts. <\/a><\/p>\n\n\n\n<p>Did you like this content and are you interested in Software and Technology Management? Visit our website <a href=\"https:\/\/mattzero.com.br\/en_us\/blog\/\">blog<\/a>.<\/p>\n\n\n\n<p><\/p>","protected":false},"excerpt":{"rendered":"<p>Com o passar dos anos os consumidores mudaram a sua maneira de consumir, hoje o modelo de servi\u00e7os est\u00e1 empregado em diversos ramos de neg\u00f3cio, e com o software n\u00e3o foi diferente. Mas antes de falar de SaaS(software como Servi\u00e7o), o qu\u00ea \u00e9 o modelo de servi\u00e7o? Quando precisamos chegar em algum lugar, basta pegar o celular e pedir um Uber, dentro de poucos minutos voc\u00ea chegar\u00e1 no lugar desejado e mais, n\u00e3o precisar\u00e1 se preocupar em estacionar o carro, IPVA, manuten\u00e7\u00e3o e outros. Com esse exemplo pr\u00e1tico podemos entender como servi\u00e7os atra\u00edram milhares de consumidores para seu modelo j\u00e1 que entregam ao cliente de maneira objetiva o seu desejo ou necessidade. Os servi\u00e7os em sua natureza visam a remunera\u00e7\u00e3o por meio de entregas de valor para o cliente, encurtando o caminho at\u00e9 o seu objetivo. Em consequ\u00eancia desse modelo empresas contratam o modelo de servi\u00e7o para muitas fun\u00e7\u00f5es e assim conseguem suprir suas necessidades. Como por exemplo times de seguran\u00e7a, marketing, fiscal e outros. Viva os prestadores de servi\u00e7o!SaaS? Como funciona esse modelo? Como os Softwares n\u00e3o poderiam ficar de fora dessa tend\u00eancia global surgiu o conceito de Software as a Service (Software como Servi\u00e7o) ou como \u00e9 conhecido popularmente SaaS. O SaaS \u00e9 um modelo de vendas &amp; distribui\u00e7\u00e3o de acesso ao software por meio do pagamento de uma assinatura mensal, essa assinatura (licen\u00e7a de uso) enquanto ativa garantir\u00e1 direito de uso (acesso) ao software, caso o cliente n\u00e3o queira utilizar a aplica\u00e7\u00e3o basta cancelar a assinatura no centro de administra\u00e7\u00e3o do fabricante, dessa maneira voc\u00ea cancela seu acesso ao software\/servi\u00e7o e reduz o pagamento recorrente da aplica\u00e7\u00e3o. Outro ponto important\u00edssimo quando falamos do modelo SaaS \u00e9 que quando assinamos um software estamos assinando apenas a aplica\u00e7\u00e3o final, ou seja toda infraestrutura de TI, servidores, atualiza\u00e7\u00e3o e manuten\u00e7\u00e3o dos servidores \u00e9 de responsabilidade do fabricante, proporcionando maior foco no que importa, utilizar a aplica\u00e7\u00e3o! O SaaS oferece: Upgrade de Software Caso o fabricante atualize o Software durante o seu per\u00edodo de assinatura voc\u00ea ter\u00e1 direito de utilizar a vers\u00e3o mais nova, essa atualiza\u00e7\u00e3o na maioria dos casos ocorre automaticamente sem gerar custo operacional para o time de TI, afinal a aplica\u00e7\u00e3o est\u00e1 armazenada na nuvem. R\u00e1pida implementa\u00e7\u00e3o Como a infraestrutura da aplica\u00e7\u00e3o \u00e9 de responsabilidade do fabricante n\u00e3o \u00e9 necess\u00e1rio que o cliente fa\u00e7a a implementa\u00e7\u00e3o de servidores e outros recursos dentro de sua infraestrutura. O usu\u00e1rio final com suas credenciais rapidamente acessa e utiliza a aplica\u00e7\u00e3o. Baixo Custo Inicial O modelo de cobran\u00e7a SaaS permite que os custos iniciais da aplica\u00e7\u00e3o se iniciem de maneira econ\u00f4mica e assertiva. Ao atribuir a licen\u00e7a de software para alguns usu\u00e1rios \u00e9 poss\u00edvel analisar se a solu\u00e7\u00e3o SaaS possui feat com o modelo do neg\u00f3cio, evitando assim custos operacionais da equipe de TI. Software On-Demand Caso o cliente deseje n\u00e3o utilizar a aplica\u00e7\u00e3o, basta cancelar a sua assinatura no centro de administra\u00e7\u00e3o e dessa maneira voc\u00ea otimizar\u00e1 a receita mensal. Com processos bem definidos otimizamos o uso de assinaturas para usu\u00e1rios que realmente utilizam a aplica\u00e7\u00e3o e a vers\u00e3o\/ edi\u00e7\u00e3o correta. Gest\u00e3o Centralizada As aplica\u00e7\u00f5es SaaS possuem um portal centralizado(tenant) onde gerenciamos todos usu\u00e1rios com assinatura ativa, podemos rapidamente solicitar novas licen\u00e7as, realocar, cancelar e realizar demais tarefas de administra\u00e7\u00e3o. Aplica\u00e7\u00f5es &amp; Empresas SaaS populares Softwares de diferentes segmentos est\u00e3o dispon\u00edveis no modelo SaaS, agregando valor e solucionando problemas. Podemos destacar: Exemplo de empresas SaaS no Brasil: Com certeza voc\u00ea j\u00e1 utilizou ou ouviu falar de alguma dessas aplica\u00e7\u00f5es, o aumento crescente dos usu\u00e1rios dessas ferramentas refor\u00e7a cada vez mais a tend\u00eancia desse modelo de software. Como gerenciar aplica\u00e7\u00f5es SaaS? A facilidade de implementa\u00e7\u00e3o SaaS provocou um aumento muito grande na frequ\u00eancias de renova\u00e7\u00f5es de contrato, hoje estima-se que grande corpora\u00e7\u00f5es realizam mais de 15 renova\u00e7\u00f5es contratuais por semana. Contudo as equipes de Gerenciamento de Ativos SaaS precisam lidar com o impacto das renova\u00e7\u00f5es autom\u00e1ticas e software subutilizados. Na sequ\u00eancia do artigo aprofundaremos em passos pr\u00e1ticos de como gerenciar renova\u00e7\u00f5es SaaS visando melhor aproveitamento do investimento da empresa. Fluxo de renova\u00e7\u00e3o SaaS Para uma renova\u00e7\u00e3o eficiente devemos compreender que todos os contratos SaaS possuem um ciclo de vida, este ciclo de vida \u00e9 divido em 3 etapas: 1. Cadastro A etapa de cadastro se inicia assim que o contrato ou a assinatura \u00e9 adquirida pela organiza\u00e7\u00e3o. Garanta o engajamento do respons\u00e1vel pela compra, pois assim conseguiremos cadastrar as informa\u00e7\u00f5es chave mais rapidamente. Informa\u00e7\u00f5es chave para cadastro: 2. Gerenciamento Uma vez que temos o SaaS cadastrado dentro da organiza\u00e7\u00e3o \u00e9 necess\u00e1rio focar no rastreamento do uso de software. Nessa nova etapa devemos acompanhar o desenvolvimento do aplicativo dentro da organiza\u00e7\u00e3o, informa\u00e7\u00f5es sobre o uso da aplica\u00e7\u00e3o e suas features (recursos) para determinar o volume na pr\u00f3xima renova\u00e7\u00e3o, caso identificarmos que os usu\u00e1rios utilizam poucas features podemos olhar uma assinatura mais enxuta do produto, caso o aplicativo esteja sendo pouco utilizado podemos renovar quantidades diferentes do produto. Provedores SaaS cobram renova\u00e7\u00f5es com base no uso do Software, se voc\u00ea conhece a tend\u00eancia de uso da sua organiza\u00e7\u00e3o, \u00e9 uma \u00f3tima oportunidade para colher frutos de sua gest\u00e3o. Outro processo importante durante a etapa de gerenciamento \u00e9 a Revis\u00e3o de Uso , esse processo identifica porque alguns colaboradores n\u00e3o utilizam ou pouco utilizam o software. O usu\u00e1rio utiliza outra solu\u00e7\u00e3o? \u00c9 necess\u00e1rio um treinamento para uso do Software? O Software n\u00e3o possui compatibilidade com suas necessidades? Podemos seguir com a n\u00e3o renova\u00e7\u00e3o dessa licen\u00e7a? Informa\u00e7\u00f5es chave para Gerenciamento s\u00e3o: 3. Renova\u00e7\u00e3o Agora que possu\u00edmos todas informa\u00e7\u00f5es chave para uma renova\u00e7\u00e3o com efici\u00eancia, vamos ao processo padr\u00e3o de toda renova\u00e7\u00e3o SaaS. Utilizando as informa\u00e7\u00f5es adquiridas vamos as primeiras perguntas da renova\u00e7\u00e3o: As empresas possuem muitas renova\u00e7\u00f5es semanais e claramente n\u00e3o gera um bom custo-benef\u00edcio um time SAM gerenciar todas as renova\u00e7\u00f5es SaaS de uma organiza\u00e7\u00e3o. Hoje existem no mercado plataformas como ServiceNow e Snow Software que fazem esta gest\u00e3o, mas somente ter somente plataforma n\u00e3o \u00e9 o suficiente. Ent\u00e3o determinaremos crit\u00e9rios para identificar onde o time SAM deve se envolver. 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