on-premise vs cloud based

On-premise vs Cloud based helpdesk: The Pros & Cons

The meanings of the terms “on-premises” and “cloud-based” mean pretty much what they appear to mean. There are two ways you can access an application and store you 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 what is better on-premise vs cloud based.

On-premise vs cloud based is like a filing cabinet in your home versus a safety deposit box at the bank. If you keep your will in the house and your house burns down, the will you wrote is destroyed. But if it is stored in a safety deposit box and the house burns down, the will is safe.

On-Premise options:

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.

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.

Cloud based options:

There are significant 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 maintaining the software as well. 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.

And 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 gets to it. And you might not be the first priority.

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 will happen. You have to take the word of the provider.

In conclusion:

So, on the topic of on-premise vs cloud based systems; there are advantages to maintaining your helpdesk and CRM on-premises. And there are advantages to implementing a cloud-based solution. As previously stated, each has its disadvantages. You will have to decide the better option for you. 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

One Comment

  1. Donald F. Costello

    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

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