Enterprise cloud computing at this point appears to be an irreversible trend. As more infrastructure is virtualized, more organizations are seeing increased numbers of processes migrated to the cloud. Processes that now operate in the cloud include everything from enterprise planning to core business functions to help desk software.
Companies no longer have to be large to be multi-national or spread over a large geographic area, and the demand for flexible and adaptable business processes has been increasingly satisfied by the use of cloud applications.
The cloud makes sense for an increasing number of businesses, large and small.
By de-coupling applications from on-premises IT infrastructure, companies are saving money while configuring cloud apps to their needs and becoming more agile in dealing with changes. Google Apps is perhaps the most well-known suite of cloud apps, and when new or existing applications are integrated with Google Apps, users enlarge their capabilities conveniently and at low cost. More specifically, there are many benefits of integrating help desk software with other commonly used app suites like Google Apps.
Convenience of Your Help Desk Software Increases
Say your company uses Google Apps for spreadsheets, documents, email, and other business functions. Imagine logging in to Google Apps and also having access to help desk software. Not only is this convenient for those who run the help desk, it’s convenient for end-users, who may be able to take care of certain help desk tasks (like requesting a mobile device) quickly and easily.
Suppose a worker in HR uses her cloud calendar app to schedule the in-processing of a new employee. If the organization’s help desk software is integrated with other apps employees use, she can easily tap into an IT service catalog, order a laptop and necessary software for the incoming employee, and help ensure that in-processing is efficient and swift.
Integration Can Enhance Security
Because many cloud apps allow single sign-on (SSO) capability, app users only have to remember one password to access a range of business applications. While this may on the surface appear to be less secure, it is actually more secure than requiring different passwords for each application. Furthermore, many cloud app suites offer multi-factor authentication, which requires the end-user to provide another authentication detail (such as a one-time-use code sent to the end-user’s phone) in order to access applications. The combination of SSO and multi-factor authentication can improve efficiency while allowing the IT help desk to operate in a more secure environment.
You Can Do More With Your Help Desk Software
Help desk software has been integrated with many other types of cloud apps, including various instant communication apps that allow another channel through which requests for help can be submitted. Help desk personnel could also, for example, use popular cloud apps like Google Talk to walk end-users through solutions to their IT problems. Help desk team members could also use communications apps to communicate with each other to collaborate and share workloads and existing solutions, so less time is wasted “re-inventing the wheel.”
Integrating help desk software with your organization’s cloud apps is a terrific way to offer new channels of communication to end-users, to improve overall organizational security, and to allow help desk personnel to collaborate and communicate more easily. Help desk software can be integrated with apps in countless creative and convenient ways, and the result can be better IT service delivery.
About Oz Merchant
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