Any business in need of a service desk revamp or update should consider implementing a “Software as a Service,” or SaaS service desk. The best applications to move to the cloud are those that are not points of differentiation between the business and its competitors; and for many businesses, the IT service desk meets this criterion well. But that doesn’t mean that moving your service desk from on-site servers to the cloud will be pain-free and make everyone happy.
What you can do, however, is make the process as painless as possible by avoiding these five common mistakes that happen when companies move software to the cloud.
Mistake 1: Inadequate Attention to Security and Disaster Planning
Any time you move an application to the cloud, you need to be confident in your provider’s security safeguards and disaster planning policies. Some companies move applications to the cloud assuming that disaster planning and security are somehow magically “taken care of” by the service provider, but that is not necessarily the case. When choosing a SaaS service desk provider, find out exactly how they protect your data and what they are responsible for and not responsible for in the event of a disaster. Knowing these things up front will also help with executive “buy-in” of this fundamental change in how software is delivered.
Mistake 2: Not Addressing Compliance Considerations Up Front
If your company is bound by laws like HIPAA, SOX, PCI, or IFRS, you need to make certain that any cloud service desk provider you choose will not compromise your compliance with these regulations. Before pitching the idea of moving your IT service desk to the cloud, you should be ready to address questions about compliance, because they will definitely be forthcoming from your company’s executives and legal department.
Mistake 3: Not Having a Migration Strategy and Plan
Don’t forget about the cost and the time required to move an existing on-site function to the cloud. You need to be sure you have the necessary bandwidth, and you need to figure costs of adding necessary bandwidth to the cost of the cloud service desk solution. Non-IT employees need to know when the transition is taking place, and how long it is expected to take. If key employees will require training on the new SaaS service desk software, factor the time and cost of that training into your migration plan as well.
Mistake 4: Not Anticipating Naysayer vs. True Believer Conflicts
There will most likely be some “true believers” in your organization who think that anything cloud-based is automatically superior to anything run on-site. And there will just as likely be some naysayers who maybe think the cloud is a fad or that you’ve already sunk money into on-site servers so you should continue using them until the wheels fall off. Be prepared to make your case about why a SaaS service desk is the best solution for your organization despite sunk costs and the “if it ain’t broke” arguments.
Mistake 5: Not Having a Clear Cloud Computing Policy
If your company does not have a cloud computing policy, now is the time to develop one. Even if you have plenty of support for moving your IT service desk to the cloud, developing a cloud policy is important for the future. Your service desk may be the first function your company moves to the cloud, but it will almost certainly not be the last. Developing a formal cloud computing policy now will make future cloud transitions smoother. And you can always amend your cloud policy with “lessons learned” once you’ve migrated your IT service desk to the cloud.
Obviously, your choice of SaaS service desk software is very important to the success of your migration of the service desk to the cloud. SAManage is cloud service desk software with extensive experience in helping businesses make the transition to a cloud service desk. With their commitment to security, availability, convenience, and flexibility, SAManage is a natural choice for companies that are ready to start taking advantage of the many benefits of cloud computing, starting with their IT service desk.
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