Once upon a time, all software, including ITSM, ran on-premises—locally. Once you bought a software product, it became yours forever, together with the bane of consequent updates and migrations. Software implementation included purchasing and administering servers, installing and maintaining the middleware and software, and supporting the IT infrastructure. Hardware and software were yours, with all the relevant risks. There was no alternative.
Over the last decades, the software world has changed dramatically. The cloud era has revolutionized how software vendors deliver their products. Software as a Service (SaaS) has become a standard delivery model for many business tools, including ITSM. The rise of SaaS was based on subscription licensing and eliminating the need to own the infrastructure, drastically reducing the upfront costs and human resources needed to operate IT services. Hosted centrally in the cloud, SaaS requires only an internet connection to allow all employees to access their tools and data from anywhere. According to Gartner, SaaS remains the largest market segment and is forecast to grow about 20% this year and the same next year.
But what if you want your Service Desk and data to be only yours? Among other considerations, SaaS is not an option if your local compliance and data sovereignty requirements don’t allow third-party hosting and prevent you from holding data in the cloud.
Both cloud-based and on-prem deployment options have their advantages. Choose a Service Desk that’s right for your organization, and we will deliver what suits you best, ensuring our stringent security standards. Whatever delivery option you choose, the number of ITSM features you will get remains the same, including Incident Management, Email Ticketing, Service Catalog, Self-Service Portal, Mobile App, Change Management, and more.