In an environment where cloud services are available to support almost every facet of your company’s business processes – from sales and finance to logistics and HR – why wouldn’t you choose a cloud-based ITSM solution to support your company’s IT processes? If that question were asked a few years ago, then you might have answered:
- “IT doesn’t have all the features I need.”
- “I’m concerned about data privacy – I don’t want other companies seeing my data.”
- “If a disaster happens, then I need control of my ITSM data to support my DR processes.”
- “I’m not sure I trust vendors to patch, update and test my system. What if they break something?”
These were all very valid concerns – but much has changed during the past few years and ITSM service providers have listened to customer feedback and developed a new generation of ITSM capabilities. These new offerings are born in the cloud and designed to fulfill the needs and demands of modern digital businesses. Not only have the offerings evolved, but also companies have become more comfortable with cloud services – they are no longer novel and cutting edge, but a part of the mainstream of most companies’ IT portfolios with business-critical operations depending on them.
The New Age: Cloud-Based ITSM
Previously, cloud-based offerings were a “lite” version of their on-premise counterparts and to use them, you had to accept feature limitations. Cloud-based ITSM solutions now provide a complete suite of enterprise-class features and integration capabilities – designed to support a complete range of organizational sizes from small teams to multi-national companies. Modern software and hardware architectures make full use of cloud-based capabilities to enable service resiliency, scalability and performance without the capital costs and operational overhead of on-premise alternatives. This is how cloud offerings clearly offer customers a better value – providing large-scale performance in small-scale capacity increments.
Data privacy and segmentation capabilities have evolved to provide assurance that your company’s data assets stored in the cloud are secure and accessible only to you. Security architectures and data governance policies and processes have satisfied even the most conservative government watchdogs that data stored in the cloud can be just as secure as data in your data center. Should a disaster happen, you can be confident that the mission-critical configuration data needed to bring your systems and business operations back online will be available to support your onsite and remote disaster recovery staff. The same capabilities that enable consistent global performance also provide geo-redundancy and service assurance during disasters and other regional outages.
Cloud-based ITSM solutions are easier to maintain (with service provider-managed patching and updates), easier to implement (with from-the-box processes pre-configured and training available), and easier to operate (with enterprise-class support and monitoring). All of these benefits are available regardless of the size of your implementation. With the same, if not better, features available without the overhead costs and hassle of administering an on-premise system, why wouldn’t you choose a cloud-based offering for your ITSM solution?