SaaS and Service Desk Support Costs
When your IT service desk is run from the cloud, your company’s up-front software costs are far lower than if your service desk software runs on a server at your location. SaaS service desk lets small businesses buy into enterprise-quality software without an enterprise-level capital investment.
But here’s something that might surprise you: even over several years, total cost of ownership for SaaS service desk software is lower than on-premises software. The primary reason for that? Good support.
With on-premises IT service desk software, patches, bug fixes, and upgrades have to be scheduled, and this can be inconvenient, to say the least. What’s more, the upgrade cycle with on-premises software can be a year and a half to two years, whereas SaaS solutions are generally updated two to four times per year (and sometimes more often).
When your SaaS service desk needs a bug fix or upgrade, it happens automatically, and everyone gets the same upgrade at the same time, so there’s no question about which software version an employee is running. And with the per-user subscription pricing model, you don’t have to worry about software licenses expiring and the problems that can occur when license expiration goes unnoticed.
Because SaaS service desk software is run from a browser, if one IT service desk worker’s computer crashes, he or she can still use the software from another computer. In addition, because the software is cloud-run, disaster management for your IT service desk is taken care of remotely. (For any SaaS provider, you should always thoroughly check out their disaster management plan and ensure it is robust enough for your needs.) A flood or other disaster at your location only puts your service desk offline until they can connect a machine to the internet again. SaaS software in general can make recovering from a disaster quicker and less painful.
Maintain or Reduce Staff Required for the IT Service Desk
In the days when IT problems were logged manually (or not at all), and when fixing a user’s computer problem meant going to where the computer was located, the IT service desk was far less efficient. Today’s SaaS service desk can be set up to log incidents automatically, and remote desktop tools limit the amount of schlepping around necessary to fix problems. Furthermore, many of today’s top SaaS service desk solutions include great features like self-service portals, so that impatient end users can sometimes fix problems themselves by following simple on-screen processes.
On-Site Bug Fixes, Upgrades, and Server Problems Can Be Things of the Past
Your IT department probably has its collective hands full dealing with hardware and software that’s used at your location. Why not use a SaaS service desk, which will be one less process that requires on-site hardware, and that’s upgraded and maintained automatically? At Samanage, we offer cloud service desk software with amazing features including social network integration, mobile apps, self-service portals, self-building knowledge base, and more. Let today’s cloud technology take some of the burden of clunky hardware and legacy software off your IT department, for more streamlined and efficient IT infrastructure.
About Greg Ghia
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