Hybrid Cloud: A Win-Win in Service Desk Software Delivery?

I was saddened to learn that Stephen R. Covey passed away on July 16, 2012, due to complications from a bicycle accident suffered in April. He was 79. Whenever I hear Dr. Covey’s name, I immediately think of The 7 Habits of Highly Effective People. First published in 1989, this book has sold more than 25 million copies in 38 languages and was named by Time magazine as one of the 25 most influential business management books.

Chances are some of the seven habits espoused by Dr. Covey will strike a familiar chord: 1) Be Proactive; 2) Begin with the End in Mind; 3) Put First Things First; 4) Think Win-Win; 5) Seek First to Understand, Then to be Understood; 6) Synergize; and 7) Sharpen the Saw.

Personally, I’ve always been intrigued by the potential of the fourth habit, Think Win-Win, and its application in personal and family relationships as well as in business collaboration. Rather than having it either “my way” or “your way,” the most successful outcomes are those that mutually benefit the parties concerned.

Frequently however, arriving at those mutually beneficial outcomes requires a third alternative. In contrast to a compromise where both parties concede something in order to obtain an agreement, striving for a third alternative can transcend to something above and beyond what either party originally envisioned.

The Alternative of the Hybrid Cloud

When it comes to implementing your service desk and the mechanism by which your service desk software solution is delivered, this “third alternative” way of thinking can also apply. You can read more about it in the whitepaper Choose the Service Desk Delivery Model that Makes Sense – Cloud, On-Premise, Hybrid.

As the title implies, no single software delivery model fits all, and each comes with its own advantages, disadvantages, and conflicting concerns. For example, cost concerns are often a primary driver for choosing a cloud or SaaS model. With LANDesk Service Desk as a Service (SDaaS), you subscribe to a service rather than take ownership of a license. You benefit from a simple, predictable subscription pricing model that controls ongoing management costs while providing flexibility in how you consume the service.

With the LANDesk Service Desk on-premise option, all aspects of the implementation such as performance, availability, and maintenance are under your control, as are full QA, staging, and test development. For organizations that operate in industries with strict legislation and compliance requirements where security and the handling, location, and redundancy of data are key issues, the on-premise model may be best.

But what about a third alternative? The option of a hybrid model opens numerous possibilities to run applications where they fit in the corporate infrastructure. One such scenario is using LANDesk Service Desk as a Service and federating on-premise data sources to a CMDB in the cloud. Another example is having a service desk SaaS implementation in the cloud linked to an on-premise service desk implementation for business-critical activities. In these instances, you can leverage the LANDesk management automation platform to orchestrate all of your on-premise tools and technologies that talk to the service desk in the cloud.

In the end, you should be in a position to balance the benefits of cloud-based accessibility and premise-managed security. You should be able to optimize the configuration of your service desk by leveraging the cloud, your existing on-premise infrastructure, or taking advantage of both via a hybrid approach. It’s important to look beyond the financial returns to the underlying benefits of each model and evaluate what makes the most sense for your organization.

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