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No more customisation or integration worries. Your users will be able to access it wherever they are (as long as they have Internet access). In addition, look for a solution which includes process wizards and out-of-the-box templates, sophisticated workflow engine, mobile support as well as the latest voice technologies, all accessible in the Cloud. And for improved adoption within the organisation, opt for an intuitive, modern user interface to lower the learning curve.
Multiple deployment models in the Cloud, it can be managed by a non-IT employee. Essentially, it’s the Business which creates the service, not IT, but historically it’s been IT which has to build and implement the service. It seems like a wasted effort. Using point and click, dragand-drop Cloud technologies, the person who owns the service – whether it’s HR, Facilities… – has the tools at hand to create and manage their own service. Business users can benefit from on-demand customisation and report generation, allowing IT to save time by avoiding having to make minor changes and running reports.
Easy changes and configuration Cloud infrastructure allows for a high level of configuration. Implementations can quickly be achieved via pre-built process wizards, and adaptations and changes over time can be accomplished through simple drag and drop /point and click methods, all of which can be preserved during upgrades. This means that business needs can be quickly implemented, and changes can be quickly deployed over time without the need for heavy customisations. Without these easy implementation wizards or point and click configuration techniques, each time there’s an upgrade added costs are placed onto the business. As a result of easy installations and lifetime changes, businesses can take advantage of other technologies such as Voice, mobile etc, increasing usage and adoption rates across various aspects of the business. www.vital-mag.net
With configuration, there’s a tool doing all the work for you. With customisation, you’ll need to have an individual writing hundreds of lines of code.
Agility OK, so Cloud is accessible anywhere there’s access to the internet. No surprises there. Why is that important? It means that all your computing resources can be pooled and provisioned on demand without human intervention. Therefore, the total amount of available resources is optimised, making the use of the shared infrastructure more efficient. As services are delivered over the internet and accessed through standard web based interfaces, users are able to connect to cloud services using PCs, laptops, workstations, tablets or mobile phones, thereby increasing the flexibility of your helpdesk agents. They don’t have to be at their desk to respond to an incident. You can deploy projects faster. Servers can be created within minutes. As a result, the time to deploy a new application drops dramatically. Rather than installing and networking a new server, it can be dialled up and managed through a self-service console. This speed of delivery and ease of use drives a leaning towards helping users to help themselves. What happens if you want to launch a new service using a Cloud platform? Well, the speed to stand it up, deliver it and go live can be as much as 70 percent faster than if you were to use an on-premise approach.
So, Cloud provides a way to change how Service Desk capabilities are achieved. Demand for cost reduction, immediate access and flexibility drives the acquisition of Cloud solutions in comparison with traditional methods. Cloud is not the end all be all. What is right for one company may not be right for another. The market does realise that on-premise has a place in a company too, and cloud and onpremise solutions can operate in harmony with one another. Don’t forget where we started: By 2015, 50 percent of all new IT service desk tool purchases will utilise the Cloud model (Gartner – SaaS Continues to Grow in the IT Service Desk Market – March 2011). We can’t forget about the 50 percent that won’t be in the cloud. Many organisations select multiple deployment models depending on the application, size and complexity of business. How you decide what combination of Public, Private or Hybrid Cloud you choose depends on your application, performance, and compliance requirements. With proper deployment, cloud computing can provide significant savings, better IT services and a higher level of agility. Technology after all, is here to solve problems, and not to create new ones. Cloud helps eliminate concerns over infrastructure requirements, maintenance, upgrades, leaving you to concentrate on your real job: adding value to the business. VitAL For more information, go to www.frontrange. com/ServiceDesk_in_the_Cloud July / August 2012 : VitAL 23