A Free-Reprint Article Written by: Clark Tanner
Article Title:
Help Desk Software: Exploring Deployment Options
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Article Description:
IT professionals of today tend to have high expectations
with regard to the software tools they use to track and
manage their customer issues. Almost everyone who is
researching Help Desk software is looking for the
application that has the most powerful feature set at the
best price.
Additional Article Information:
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772 Words; formatted to 65 Characters per Line
Distribution Date and Time: 2010-12-14 10:15:00
Written By: Clark Tanner
Copyright: 2010
Contact Email: mailto:marketing@novosolutions.com
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Help Desk Software: Exploring Deployment Options
Copyright (c) 2010 Clark Tanner
Novo Help Desk Software
http://www.novosolutions.com/
IT professionals of today tend to have high expectations with
regard to the software tools they use to track and manage their
customer issues. Almost everyone who is researching Help Desk
software is looking for the application that has the most
powerful feature set at the best price. Obviously it is easier to
work with prospects who have a very good idea of their core
requirements for the particular project they are focused on. This
allows the sales agent to help them determine whether his or her
particular product offering is a match. And since these calls are
usually coming from IT Managers (or IT staff members who help
manage hardware and infrastructure), it is almost always
"understood" that they are looking for a solution that can be
installed on their own server(s) inside their own IT environment.
Some providers of Help Desk software are now offering various
deployment models for their solutions. This means that there are
additional options that need to be talked about during the
buyer's product research phase. There can be some confusion
around these deployment options, so it is important to be clear
about what is actually available and the various names for these
models. The three main deployment models are In-House
(Perpetual), Hosted (SaaS), and Annual Subscription.
Most everyone has heard of a "Perpetual License" model. This
means that the license has no expiration date associated with it,
so once purchased, it can be used indefinitely by the customer.
We call this an In-House option, since it is installed on a
server inside the customer's environment. While this model
typically requires the greatest initial investment, it is often
still the most popular of the three. The main reason for this is
the current mindset that continues to prevail in the IT world
that says "we want to manage the application internally in our
own environment so we will have ultimate control of the software,
the backend database, the configuration, etc." However, current
trends show that some firms are becoming more open to other
deployment models.
Another well-known deployment model is the "Hosted" model. This
is also often referred to as SaaS (Software as a Service) or
"Cloud Computing" and is becoming more and more popular these
days. This particular model is not installed at the customer
site, but instead is hosted by the provider (so the software
actually runs on a server in the provider's data center). The
greatest benefit of the Hosted model is that there is no
requirement to set up servers or build out infrastructure, which
is typically required for most In-House installations. Cost-wise,
this model is typically the most affordable as it requires the
smallest initial out-of-pocket investment to get started.
Still another deployment type is known as the "Annual
Subscription" model. Some companies who use this term are
referring to a pre-paid 12-month contract on what we previously
referred to as the Hosted model. Other companies offer a 12-month
license that works almost exactly like the In-House model, except
that the license must renewed before the end of the 12 months, or
it will shut down. At Novo Solutions, our Annual Subscription
model seems to be growing in popularity - mainly because it
offers the best of both worlds. The software can still be
installed internally in the customer's own environment, and is
also less expensive than the In-House/Perpetual model. This
option is also drawing more attention because of the current
economic climate and the need to cut back on spending.
This means that everyone can evaluate the various solutions that
are on the market and can determine which software truly is the
best fit for their needs and their IT infrastructure, as well as
their budget. It helps to have an idea of which deployment model
you are focused on at the beginning of a new software research
project. And since some vendors only offer one of the models
described above, this should save time by helping you to narrow
your list before investing lots of time and digging in deep with
product demonstrations and trials.
Researchers who have "done their homework" and have a clear
understanding of what their IT Director is looking for will save
their company time and money by narrowing the playing field and
knowing which vendors to invest quality time with. By
understanding the various deployment models and asking questions
the right questions in advance, a solid "research plan" can be
drafted prior to beginning the project. This can also be a great
way to gain favor with Senior Executives as they will begin to
see who is better at researching and managing software projects.
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Written by: Clark Tanner, Account Manager for Novo Solutions, Inc.
Novo Solutions, Inc. is an Independent Software Vendor (ISV)
in Virginia Beach, Virginia specializing in Customer Support
Software. Free trial versions of the Novo Help Desk Software,
Knowledge Base Software and suite of web-based Customer Support
Solutions are available. Contact us for more information.
http://www.novosolutions.com/
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