Conceptual Differences in the Cloud and Traditional Approaches?
The Cloud is an approach of granting access to IT infrastructure, software platforms, and delivering IT services from a central premise/hub/company to all interested parties or subscribers via the Internet. Nowadays, many services are moving in the cloud, for instance, you could access the Amazon cloud (Amazon Web Services) for data science applications requiring computing power, data storage, etc. Help desks are also undergoing this transition, with many cloud solutions emerging that can greatly simplify the way a help desk is implemented and run.
A cloud-based service implies that all maintenance functions (hardware upgrades, software updates, technical problem fixes) are delegated to the provider and become part of the service. This allows the client to focus on other operations it specializes in rather than on maintaining this infrastructure – this is especially relevant for smaller businesses who can’t afford to hire many specialists and to spend resources left and right.
The use of web technologies makes it easier to enable use of the same platform by both employees and operators – thus, both types of users could have access to the same knowledge base, customers could provide feedback, categorize their problems by attributing them to the respective rubric of the help service that would be easily interpretable by operators. All this leads to better integration and greater efficiency in processing requests but also in better management of the relationship with customers.
Practical Reasons to Migrate
All these conceptual differences translate into a series of practical benefits that are associated with help desks running in the cloud:
- they offer integrated services with minimal investment in infrastructure/ licensed software – as a matter of fact, the charged prices are predictable from day one and are given by the prices of the subscription plans;
- all hardware maintenance, updates, technical problems, security-related features are delegated to the provider and its IT team;
- the features of these services and their scale are highly dynamical (ideal for expanding businesses). Whether you need to connect ten operators or a thousand, this does not need to trigger infrastructure adjustments – all you need is to choose the appropriate plan;
- minimal obligations – if you are not satisfied with the service, there is not much you lose apart maybe from the monthly subscription rate. This comes with the huge advantage of being able to try multiple providers until you find the ideal one;
- Because such services are using web technologies, this makes them very flexible with regard to what infrastructure they run on – they could be run on any device and operating system, because most of the times, the service would be accessed via a browser. Obviously, for mobile devices, native apps are preferred (these could still be available as part of the service). Consequently, this allows uniting under the same umbrella computers and devices working on Linux, MacOS, Windows, mobile platforms, etc.
All those presented above might be enough to convince you that cloud-based help desks are not just a fancy trend but come with tangible benefits, helping reduce infrastructure investments, to cut down maintenance costs, and to greatly simplify business operations.