On-premise vs Cloud based helpdesk: The Pros & Cons
The meanings of the terms “on-premise” and “cloud-based” mean pretty much what they appear to mean. There are two ways you can access an application and store your data: through a server on your premises, or in the cloud, a set of servers whose data and software you can access, usually for a fee. The cloud software is maintained by a third party. So what does it all mean, what is better and how does it work? Basically should your business use an on-premise or cloud based solution? There are many factors to consider when determining if cloud vs. on-prem solutions are right for your business. When deciding, consider factors such as flexibility, costs, scalability, control, and business requirements.
Pros of an On-Premise helpdesk:
Keeping your data and applications on a server on your premises gives you immediate access to whatever software you may be running. You can maintain or update your software on your schedule. You have complete control over your software configuration, whether it’s for Helpdesk or Customer Relationship Management (CRM). If the system is down, you can prioritize maintenance to get it up and running again. Since on-prem is hosted on your own server, you can also have complete control over security and privacy configurations. Companies, such as governments or hospitals, that must have a certain level of security or meet compliance regulations may require an on-premise solution.
Cons of an On-Premise solution
However, there are disadvantages to maintaining your services on-premises. The primary disadvantage is that of installation and maintenance. If you buy the application, you have to install, maintain, and update the application. If your system data is stored on site, anything from a power failure to a physical disaster can result in the loss of that data. Depending on the disaster, you may have to recreate your entire system. This installation and maintenance process requires a lot of time and effort from your IT department. There is also a more significant cost involved with setting up an on-prem solution, not limited to hardware costs. For smaller or budget-conscious businesses especially, this factor may be a huge barrier.
Pros of Cloud based options:
There are many pros for taking a cloud based approach to accessing your services. Using a cloud-based system, also called Software as a Service (SaaS) you are spared the frustration of installing and maintaining the software. If a new software release is issued, it’s the responsibility of the application owner to make the updates and smooth out all the wrinkles that come with an upgrade. At no point are you burdened with the need for Helpdesk or CRM maintenance experts or trying to recover data.
A cloud-based helpdesk solution is more cost effective, especially for smaller teams, as no hardware or IT service fees are needed. Cloud based solutions are also very mobile and flexible. If you have internet access you can connect to your helpdesk data. Any teams working remotely or requiring mobile access benefit from a cloud solution.
Cons of cloud-based solution
There are negatives when it comes to cloud-based storage. You, the user, can’t access a cloud-based application if it crashes. This means the service is restored when the provider restores it. There may be security issues with multiple users accessing the same service. The provider may try to ensure the separation of databases within a CRM. However, hackers are persistent and breaches can occur. You have to take the word of the provider.
OneDesk for both Cloud or On-Premise helpdesk
So, on the topic of on-premise vs cloud based systems; there are advantages and disadvantages to both solutions. You will have to decide the better option for you and your business. In making that decision, you should remember that OneDesk offers both solutions for your operational needs.
Photo Credit: “Devices in the Cloud” / Blue Coat Photos / CC BY
This was a good review when it was published. Today in mid-2017, it is somewhat out of date.
Whenever you talk about the comparison there is always the issue that a cloud based solution will imply that some on premise staff will most probably lose their job. It would be foolish to believe that they would bring up or support such a change.
The issue of security is bigger than was talked about when published. On premise software is also open to many security violations by the very fact it is on premise. The biggest issue of security is that cloud based security of software means that a team of security experts works full time to provide security protection. It is rare that an on premise solution can afford that level of protection. That team of security professional’s staff costs is amortized over the number of users of the cloud service.
The reliability of the cloud was put down a bit in the original article but cloud based solutions can provide redundant hardware environment to give extremely large probability of availability compared to most on premises solutions.
These later remarks in the comparative costs of each solution brings us to see that the comparisons of the two environments often in fact involves a “risk management ” set of calculations.
The cost of risk protection often lead to the choice of different solutions.
A relatively new technology has also entered the discussion. This new technology is High Performance Computing (HPC). Every year more and more environments will provide HPC solutions. The majority of these are off premises solutions. They need a far deeper understanding of the computational requirements of the firm and its computational problems
It’s been rightly said by Donald. Even in 2022, the answer for on-premise vs cloud is not yet concluded. I like to add a point on Disaster Recovery. Disaster recovery on the on-premise ticketing systems are bit more laborious. On-premise ticketing systems involve a number of components that must be managed in the case of a disaster. Customer or employee support can be severely hampered if the database, physical equipment and other vital components are unavailable. Hardware and premises are two important expenditures for disaster recovery that the cloud eliminates. But the service charge and usage fees, on the other hand, replace these expenditures. However, pay-for-use is one of the cloud’s primary advantages over in-house self-provisioning for DR.