Basics and Benefits of a Cloud Helpdesk

saas helpdesk cloud service desk

CB

January 25, 2017

Basics and Benefits of a Cloud Helpdesk

With so much of the IT world moving up into the Cloud, it is worthwhile exploring the benefits of opting for a cloud-based help desk solution, in comparison to installing a service desk tool on-premise. House-on-the-Hill consultants have been in the fortunate position of being able to see the benefits of both options, as SupportDesk from House-on-the-Hill is available as both a Cloud and On-Site application. So, if you are currently in the process of deciding upon a deployment method for your help desk, or are perhaps looking to switch, we hope that this article may help with considering the differences and unique benefits of each path.

Your decision will of course ultimately depend upon what is best for your business and how your IT infrastructure operates. An on-premise tool gives organisations control in terms of managing the maintenance of servers and hardware, and many businesses choose to install their system on-site for internal teams to maintain. This can be beneficial for companies with a support structure in place for managing the upkeep of hardware, with configuration and technical maintenance provided by the software vendor.

A cloud help desk on the other hand, means that maintenance of hardware is outsourced and taken care of by an external provider, and the helpdesk becomes part of the business as Software as a Service. Organisations are then able to put all resources into taking care of business, knowing that their service desk infrastructure is being expertly managed and supported by the vendor.

Cost is also a deciding factor for companies, and the differences between On-Premise and Cloud service desk payment methods are generally what you would expect: on-site application tend to be a single payment or yearly subscription, whereas Cloud solutions are usually paid for on a monthly or quarterly basis.

In terms of implementation time, there is of course no on-site installation required for helpdesks in the Cloud. The system can simply be created with the correct features, functionality and licence permissions, and a unique private link sent to the organisation.

A common misconception with Cloud helpdesks is that businesses believe that they must surrender an amount of control in terms of the functionality and look-and-feel of the system. However this is not the case: the ability to modify the software, during implementation and after go-live tends to be exactly the same for both Cloud and On-Site applications.

And this is true of SupportDesk from House-on-the-Hill: the software’s highly flexible and configurable nature is the same whether Cloud or On-Premise, meaning that users always have complete control over how the servicedesk functions, no matter the deployment method.

We hope that this article has given a basic overview of some of the thought processes and contributing factors that go into choosing a service desk software deployment method. If you wish to discuss this further, our consultants are ready to chat, so just email or drop us a line on 0161 427 8988.

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