31-07-2025
XaaS To SaS: The Evolution Of The Service Model
Kalyan Kumar is Chief Product Officer at HCLSoftware.
The technology landscape has been redefined by the rise of XaaS ('anything as a service'). Initially built on the promise of the cloud, XaaS has revolutionized business by making IT services flexible, scalable and consumption-based. Today, this paradigm is evolving: The industry is witnessing the emergence of Service as Software (SaS), which harnesses the power of agentic AI to drive further transformation. Understanding this shift is essential for businesses aiming to stay ahead in a world of economic uncertainty, technological disruption and rapid innovation.
The XaaS Foundation
XaaS allows organizations to access infrastructure, platforms and applications via the cloud with flexible pay-as-you-go models. This has eliminated hefty upfront costs and made it easy to scale operations and speed up innovation cycles. In addition, XaaS has transformed large capital expenditures into predictable operational costs, freeing businesses to focus more on growth than on maintaining IT assets. However, as the number of services expanded, many organizations have faced challenges as far as managing and integrating an increasingly complex patchwork of solutions. As we like to say, 'God made the world in seven days because there was no installed base.'
The Need For Evolution
As digital transformation deepened, traditional XaaS began to show its limits. The explosion of cloud services resulted in a fragmented environment where integration and governance proved difficult. Businesses started focusing less on acquiring more services and more on creating orchestrated, seamless experiences across customer, data and operational touchpoints. With the growing value and complexity of data, especially regarding privacy and actionable intelligence, organizations demanded greater data control and clearer alignment between technology and business outcomes. This shift has fueled the evolution toward service models that embed automation, intelligence and measurable value.
Emergence Of Service As Software
The emergence of SaS signifies an evolution wherein services move from being enabled by software to becoming the software itself. Routine, people-driven services are automated and embedded as highly functional, intelligent software modules—powered primarily by AI agents. This transformational shift has made the role of agents of action crucial, as they drive automation, orchestrate workflows and deliver tangible results within enterprises, moving far beyond mere software-enabled service models.
As with any model, SaS brings its own advantages and disadvantages:
1. Integration Of Agentic AI: SaS leverages advanced AI agents—referred to as agents of action—capable of handling everything from basic workflow automation to autonomous multistep reasoning and execution.
2. Outcome-Driven Delivery: While XaaS was about access and process involved, SaS shifts the focus to results. Customers pay based on actual business outcomes, not just usage or features.
3. Human + AI Collaboration: The model supports "human in the loop," maximizing efficiency while retaining essential oversight and governance.
How XaaS Is Shifting Toward SaS
Increasingly, we're seeing a blurred line between solutions we'd think of as XaaS and those we'd label SaS. Some examples:
1. From Orchestration To Hyper-Automation
XaaS laid the groundwork by connecting diverse applications and infrastructure; SaS now adds an intelligent, agent-driven orchestration layer. This means businesses can automate tasks, integrate data flows and deliver tailored customer experiences at scale, powered by agents of action working within a unified orchestration framework.
2. The Role Of Agents Of Action
We utilize a paradigm that sorts AI agents into three categories:
For every role, there are now agents that simplify, streamline and expedite processes. Take, for example, a person in marketing. Could there be an AI agent for them? Of course. By utilizing various agents, marketers can quickly build reports that previously did not exist or approach problems at an unprecedentedly granular level. The true power of the agents of action comes in collating, organizing and making sense of first, second and even third-party data (D), orchestrating the flow of information between these sources (O) and finally delivering hyper-personalized experiences (X) to the users.
3. Outcome-Driven Consumption
With SaS, pricing is reimagined: Customers subscribe based on realized results, reducing risk and incentivizing genuine value creation, unlike traditional license or seat-based models. This focus on outcome-driven consumption aligns with the shift facilitated by agentic platforms.
Real-World Implications
So what does the shift from XaaS to SaS ultimately deliver to customers? We see three main benefits from this evolution of service as software solutions:
1. Faster Innovation: Automation of routine functions by agents of action allows enterprises to focus on strategic growth.
2. Silo-Free Operations: Unified platforms break down barriers between functions, partners and providers.
3. Data As A Strategic Asset: Businesses gain deeper insights, improved compliance and better decision-making.
The journey from XaaS to SaS represents a pivotal moment for the technology sector. By evolving the service model to embed intelligence, embracing automation through agents of action and focusing on outcomes via different strategies and paradigms, organizations can realize new efficiencies and deliver greater value to customers. The SaS model is not just the future—it's a necessary response to the demands of modern digital enterprises, standing as a natural evolution of the XaaS revolution.
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