When searching for reliable IT Service Management (ITSM) software for your organization, it is important to determine whether an on-premise or a cloud-based solution best fits your needs.
With technology advancing rapidly, many solutions are transitioning to cloud-based help desk offerings, which offer more flexibility. However, numerous organizations still require control over their servers and prefer to keep sensitive information within their own installations.
On-premise help desk software typically provides features similar to its cloud counterpart for Ticket Management, Change Management, workflows, and other functions. However, the main difference lies in the fact that an on-premise solution requires infrastructure for installation, hosting, and management of the software.
For organizations with specific compliance requirements, such as government agencies, or those needing to safeguard sensitive information, like financial institutions, on-premise software is the preferred choice.
In this article, we will delve into the necessity of an on-premise help desk solution in certain organizations, highlighting the advantages and disadvantages of this option. Additionally, we will provide a list of the top five vendors that still offer effective on-premise solutions.
Interested in exploring the world of on-premise ITSM solutions further? Keep reading to discover everything you need to know!
Who requires an on-premise help desk?
In essence, an on-premise help desk differs from a cloud-based solution in that both the software and the data remain within the company’s own installations, without involving a third party. Therefore, organizations often choose an on-premise help desk for two primary reasons.
One of the main reasons for selecting an on-premise help desk is the need for complete control over data. Industries such as government agencies or financial institutions, which have strict data security and privacy requirements, often need to maintain direct control over their information, assets, and internal customer support. Cloud software is typically not suitable for these scenarios, as sensitive data must be stored on the organization’s own servers.
Secondly, specific compliance requirements can lead to the adoption of an on-premise solution. For instance, healthcare organizations that must operate on HIPAA-compliant servers or businesses that must adhere to GDPR policies. For them, using a cloud-based solution may not be feasible.
With an on-premise option, organizations can manage their security, servers, and hardware directly, ensuring compliance with specific requirements. Therefore, this is often the choice of organizations that host their own servers and hardware, typically including highly regulated companies with dedicated support teams and the necessary resources for maintenance.
6 advantages of utilizing on-premise software
If you are still unsure about the type of solution your organization needs, here are some key benefits of selecting an on-premise help desk software:
- Data control and security – With on-premise ITSM software, you have complete ownership of the data, ensuring maximum security and compliance with industry and privacy standards. This is crucial when managing sensitive information such as social security numbers or financial accounts.
- Performance and reliability – Hosting applications locally ensures they operate at their peak, delivering high performance and reliability, as you are not reliant on external factors to run them.
- Compliance assurance – Many organizations require specific hosting environments to maintain compliance, such as GDPR or HIPAA requirements. On-premise solutions offer the control necessary to meet these needs.
- Cost Management – On-premise solutions can be cost-effective if you already have a data center or hosting setup. Self-hosted applications often have lower licensing costs and ongoing expenses because you do not need to constantly update subscription fees.
- Customization and control – Deploying software within your facilities gives you control over uptime requirements and the upgrade lifecycle. This enables greater customization and integration with existing systems and workflows.
- Offline options – On-premise help desks function independently of internet connectivity, ensuring business continuity even in areas with unreliable network access.
4 challenges of opting for on-premise solutions
While selecting on-premise ITSM solutions offers multiple advantages, there are several challenges that must be taken into account. Some of these include:
- Higher initial costs – On-premise solutions typically require a significant initial investment in hardware, software licenses, and infrastructure setup. This can be a barrier for smaller organizations or those with budget constraints.
- Maintenance and upkeep – Organizations are responsible for maintaining and updating the hardware and software infrastructure, which can be time-consuming and require specialized expertise. This includes applying security patches, managing backups, and ensuring system reliability.
- Scalability challenges – Scaling an on-premise help desk can be more complex and costly compared to cloud-based solutions. Organizations may need to invest in additional hardware and infrastructure to accommodate growth, which can be challenging to predict accurately.
- Extra installation time – Because setting up the hardware is time-consuming, on-premise solutions typically take longer to implement than cloud solutions.
5 top on-premise help desk software
If your organization requires an ITSM on-premise solution, there are numerous vendors that offer help desk software that aligns with your security and compliance needs.
Here are some of the most effective help vendors for an in-house installation:
1. InvGate Service Desk
InvGate Service Desk offers both cloud and on-premise hosting options. Notably, it boasts an implementation period of just 2 to 4 weeks, a significantly shorter timeframe compared to other vendors’ on-premise software.
The solution also provides a range of features, including a robust ticketing system, automation capabilities, comprehensive ITSM reporting, a full range of integration options (which you can fully explore in this integration cheat sheet), and more.
Furthermore, it is easily adaptable and scalable to meet the needs of departments across the organization, making it suitable for Enterprise Service Management (ESM) initiatives.
By selecting the on-premise InvGate Service Desk, you can be confident that your confidential data remains secure within your own installations. Looking for an IT Service Management solution that offers fast performance, security for sensitive information, and compliance assurance? Look no further! Book a quick call with our experts to learn more about the implementation process, security measures, and all the capabilities offered by the tool.
SysAid is a help desk solution designed for the hybrid digital workspace, allowing end-users to access IT services from anywhere. With on-premises installation options, organizations can ensure their data remains local and under IT department control. Explore its functionalities with a 30-day free trial.
Cherwell Service Management is a robust ITSM solution that caters to enterprise organizations with easy maintenance and configuration of IT processes. Unfortunately, it does not offer a free trial.
ManageEngine ServiceDesk Plus is an IT and Enterprise Service Management platform offering cloud-based and on-premise options. It includes modules for Problem Management and Change Management and comes with a 30-day free trial.
TOPdesk is an ITSM tool with an on-premise option, combining quick set-up with personal guidance for managing tickets, tracking assets, and sharing knowledge. Try it out with a 30-day free trial.
In summary, on-premise help desk software is preferred by organizations requiring complete control over their data, such as government agencies and healthcare institutions. Key benefits include data control and security, performance and reliability, compliance assurance, cost control, customization, and offline options. Consider trying the on-premise version of InvGate Service Desk for enhanced privacy and security in delivering top-tier IT Service Management to your business. Enjoy a 30-day free trial with no obligations! following sentence:
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