There are still proponents of on-premise software solutions who would have you believe that software “in the cloud” involves cloven-hoofed demons tossing around your data with pitchforks before selling it to underground drug runners.
To be fair, there are some software solutions where on-premise installation is the right choice. However, increasing numbers of businesses are enjoying the benefits of software as a service (SaaS) applications, including SaaS service desks. Yet some myths remain about cloud help desk services, so allow us to get out our debunkifier and bust them.
1. SaaS Service Desk Software Isn’t Secure
Bzzt! Wrong! In fact, SaaS service desks can be run and maintained with security levels stronger than what would be cost effective for many running on-site solutions. Cloud providers offer physical security, application security, network protection, and disaster recovery that are often far more stringent than what’s used in on-site installations. Furthermore, customers always receive the latest security updates automatically, since they’re built into SaaS subscription costs. Any cloud service desk provider that didn’t make this a top priority wouldn’t last long.
2. On-Premise Software Has More and Better Features
If you’re running on-premise software, to ensure your applications always have the latest features, you have to commit to getting every last patch, security upgrade, and software upgrade installed as soon as it’s available. SaaS upgrades are often based on feedback from multiple companies which use the software and they take place automatically. In reality, SaaS shortens the development cycle, delivering upgrades without hassle.
3. You Lose Control of Your Data with SaaS
Oh, please. If you have any question as to whether your SaaS contract explicitly states that you, the customer, own all the data, ask the provider. SaaS providers have specific processes to export data and let clients take that data with them if they terminate the SaaS contract. Furthermore, that data is available to you 24/7, wherever you happen to have an internet connection.
4. SaaS Service Desk Applications Aren’t Reliable
Trusted SaaS providers offer 99.5% uptime guarantees for their services, making cloud service desk solutions more reliable than on-site software. Enterprise outages typically last far longer than the rare SaaS outage, cost more, and drain precious IT resources while being addressed.
5. SaaS Service Desks Aren’t Cost-Effective in the Long Run
Gains from SaaS solutions include increased productivity and decreased IT burden. With on-site software, you’re paying fees for initial licensing, upgrades, training, and tech support. And when on-site servers crash, your IT team is pulled off other tasks to deal with the problem.
6. SaaS Service Desks Are Only for Small Businesses and Don’t Scale Well
Nope. Cloud-based solutions have been around long enough that they’re sometimes even more scalable than on-site solutions. Sure, small businesses benefit from the economies of scale they enjoy from SaaS solutions, but there has been steady growth in enterprise-level adoption of cloud solutions. In fact, Gartner predicts that by 2016, enterprise adoption of SaaS services will account for the majority of SaaS revenue.
7. SaaS Is a Fad
ThinkStrategies has been studying SaaS customer satisfaction for several years now, and they have found that more than 90% of SaaS users are satisfied with this software model and plan to not only renew subscriptions, but expand their use of SaaS products. SaaS is becoming entrenched in business today, no question.
8. SaaS Help Desk Software is a “Skinnier” Version of Real Help Desk Software
SaaS service desk applications have, in some cases, succeeded because of their ease of deployment, but customers don’t believe they are sacrificing functionality by shifting to SaaS services. Big companies, including Salesforce, GE, and Flextronics International have had company-wide SaaS deployments, so clearly they have no problem believing the cloud can meet their needs.
9. SaaS Service Desk Software Can’t Be Customized
SaaS solutions do not have to be used “off the rack.” Top cloud service desk solutions offer extensive customization options. And because SaaS applications evolve more quickly than on-premise software, functionality becomes more sophisticated over time, with APIs clients can build on to customize to their unique needs. By contrast, customization of on-premise solutions can be very expensive.
10. SaaS Service Desk Software Doesn’t Play Nice With Others
In fact, most SaaS service desk solutions can integrate into just about any infrastructure. Many SaaS providers make it a priority to create solutions that plug into customers’ existing IT environments seamlessly. A surprising number of SaaS solutions can be integrated easily with both on-premise systems and other SaaS applications.
If you’re ready to take advantage of all that SaaS service desk solutions offer, check out Samanage. Samanage has a robust API that can be easily integrated with on-premise systems and other SaaS applications, like Salesforce, allowing Salesforce users to track IT assets from an interface they’re already comfortable with. And if you’re implementing a service desk for the first time, you’ll be amazed at how easy Samanage is to deploy and how well you can customize it to your particular IT needs.
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