SaaS, On-Premise, Hybrid—You Decide · Another example is having a service desk SaaS...
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AT A GLANCE ■ ■ The SaaS option means no capital investment in LANDESK Service Desk as a Service. You subscribe to a service rather than take ownership of a license, with all the normal benefits such as phased adoption of ITIL processes ■ ■ The on-premise option provides the benefits of a rich client starting point, enabling the phased adoption of ITIL processes ■ ■ The hybrid option opens numerous possibilities to run applications—both on- premise and in cloud—where they fit in the corporate infrastructure SaaS, On-Premise, Hybrid—You Decide Options for LANDESK® Service Desk Implementation WWW.LANDESK.COM 1 When it comes to implementing your service desk, no single soſtware delivery model fits all. Yet regardless of which model you choose—Soſtware as a Service (SaaS), On-Premise or Hybrid— LANDESK® Service Desk can do it all. The key is that your service desk experience be consistent no matter which path you pursue. Choose the Delivery Model that Makes Sense There’s no question that each delivery mechanism comes with its own advantages, disadvantages and conflicting concerns. For example, cost concerns are a primary driver for choosing a SaaS option. However, organizations that operate in industries with strict legislation and compliance requirements should consider such issues as security and the handling, location and redundancy of data when making a decision. By the same token, for those organizations that want to use their in-house IT resources for other projects, the SaaS advantages of managed upgrades and changes are worth serious consideration. 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. “The LANDESK service desk solutions have enabled us to integrate all of our services so we can offer our customers a single point of contact from the service desk. Instead of offering fragmented services, LANDESK has allowed us to join together once disjointed silos and functions into seamlessly integrated services for contract management, change management, procurement and more.” Roger Bearpark, Assistant Head of ICT London Borough of Hillingdon
Transcript of SaaS, On-Premise, Hybrid—You Decide · Another example is having a service desk SaaS...
At A G l A n c e
■■ The SaaS option means no capital investment in LANDESK Service Desk as a Service. You subscribe to a service rather than take ownership of a license, with all the normal benefits such as phased adoption of ITIL processes
■■ The on-premise option provides the benefits of a rich client starting point, enabling the phased adoption of ITIL processes
■■ The hybrid option opens numerous possibilities to run applications—both on-premise and in cloud—where they fit in the corporate infrastructure
SaaS, On-Premise, Hybrid—You DecideOptions for LANDESK® Service Desk Implementation
www.LANDESK.cOm 1
When it comes to implementing your service desk, no single software delivery model fits all. Yet regardless of which model you choose—Software as a Service (SaaS), On-Premise or Hybrid—LANDESK® Service Desk can do it all. The key is that your service desk experience be consistent no matter which path you pursue.
Choose the Delivery Model that Makes Sense
There’s no question that each delivery mechanism comes with its own advantages, disadvantages and conflicting concerns. For example, cost concerns are a primary driver for choosing a SaaS option. However, organizations that operate in industries with strict legislation and compliance requirements should consider such issues as security and the handling, location and redundancy of data when making a decision. By the same token, for those organizations that want to use their in-house IT resources for other projects, the SaaS advantages of managed upgrades and changes are worth serious consideration. 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.
“The LANDESK service desk solutions have enabled us to integrate all of our services so we can offer our customers a single point of contact from the service desk. Instead of offering fragmented services, LANDESK has allowed us to join together once disjointed silos and functions into seamlessly
integrated services for contract management, change management, procurement and more.”
Roger Bearpark, Assistant Head of IcT London Borough of Hillingdon
The Advantages of LANDESK Service Desk as a Service
■■ No capital investment in LANDESK Service Desk as a Service; you subscribe to a service rather than take ownership of a license
■■ A simple, predictable subscription pricing model that controls on-going management costs while providing flexibility in how you consume the service
■■ Lower cost of IT operations; no infrastructure or software maintenance costs
■■ Faster provisioning and ease of managing multi-site service desks
■■ Flexibility to use as a test environment as well as live
■■ Functional, out-of-the-box standard service desk implementation with a rich client starting point, enabling the phased adoption of ITIL processes
■■ Customer cloud dashboard eases administration; use it to view service status or make requests for changes and reports to your LANDESK Cloud Care team, freeing IT staff from non-strategic issues
■■ Retain the ability to configure your instance of LANDESK Service Desk as a Service (preserved through upgrades) and to partition your database for use by different divisions
■■ Easy access from anywhere for service desk staff and web portal access for end-user customers
■■ Managed backups and upgrades deliver new functionality regularly
■■ Receive information about cloud performance
■■ Strong integration capabilities with on-premise applications and data sources
■■ Solid integration with other LANDESK products
■■ Leverage the LANDESK management automation platform to orchestrate other tools and technologies with LANDESK Service Desk as a Service
LANDESK Service Desk enables organizations to deliver outstanding IT support services to employees and
customers. It combines ITIL®-verified, process-driven incident, problem, change, and configuration management and more in a single touch point, and is PinkVERIFY in 15 ITIL v3 processes.
Consider the Fast Start Option As part of LANDESK Service Desk as a Service, the Start option provides the Incident Management and Self Service building blocks service desk administrators need right out of the gate. In addition to fixed Incident and Self Service capabilities, you gain a pre-built integration foundation to LANDESK® Management Suite and key tools such as remote access. You can get started with Incident Management as soon as you receive your login details without the need for additional help.
■■ Gain control of your IT support environment more quickly, enabling customers of IT to benefit from higher levels of productivity sooner
■■ Reduce the complexity through a simple, turnkey solution that eases you through start up to baseline operations
■■ Shrink start-up costs (and total cost of ownership) through low-touch administration requirements
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■■ Create a solid foundation for your on-going service delivery to achieve faster time to value
■■ Reduce risk by adopting a proven ITSM platform designed around ITIL best practice that matures with your organization’s requirements
The Advantages of the LANDESK Service Desk On-Premise Option
■■ Provides the benefits of a rich client starting point, enabling the phased adoption of ITIL processes
■■ All aspects of the implementation such as performance, availability and maintenance windows are under your control
■■ Easiest integration with other services or data
■■ Full QA, staging and test development are under your control as well
■■ With a perpetual license model, the fixed cost of LANDESK Service Desk licenses are known over time and ownership is retained
■■ Offers a potentially lower cost of ownership over time
■■ Assumed lower data security concerns as data is located onsite
■■ Complete database accessibility is retained, such as the ability to reach raw data when required
■■ Security is under the complete control of your own security policies
■■ Change process created by your IT staff is under your control
“The defined workflow in LANDESK Service Desk in conjunction
with LANDESK Management Suite allows us to provide a consistent, high level of service to all users around the world. In addition, each of our nine companies has slightly different support needs, and we can customize the solution to address these particular needs. Now that we have a single management platform, we have global visibility into our inventory, software licensing, ticket queue and more. If necessary, a technician in Houston can service a PC in Thailand.”
Robb Harper, Lead Technical Support Analyst Oil States International
The Option of the Hybrid Model While the benefits of the hybrid model vary from one organization to another, this option 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.
LANDESK Security Suite 3
Visit www.LANDESK.com for more information.To the maximum extent permitted under applicable law, LANDESK assumes no liability whatsoever, and disclaims any express or implied warranty, relating to the sale and/or use of LANDESK products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright or other intellectual property right, without limiting the rights under copyright.
LANDESK retains the right to make changes to this document or related product specifications and descriptions, at any time, without notice. LANDESK makes no warranty for the use of this document and assumes no responsibility for any errors that can appear in the document nor does it make a commitment to update the information contained herein. For the most current product information, please visit www.LANDESK.com.
Copyright © 2014, LANDESK Software, Inc. and its affiliates. All rights reserved. LANDESK and its logos are registered trademarks or trademarks of LANDESK Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others. LSI-1190 04/14 MK/BB/MP
Whether you’re dealing with service management processes or other matters, every business operates differently. You need to consider your own requirements when choosing your path. For example, where the security of data handled by the service desk is paramount, consider the on-premise model. Where the service desk is a non-critical system, consider SaaS and the cloud. In instances where the service desk operates most efficiently as a service but still needs to pull data from various sources such as Active Directory (AD), databases, Excel spreadsheets and accounting systems, consider a hybrid solution.
LANDESK Service Desk helps IT organizations move from a reactive
state to one that is more controlled, proactive and service-oriented.
In turn, organizations experience fewer service interruptions,
accelerated service restoration, and a reduction in costly downtime or
other service-related business risk.
contact LANDESK to Learn moreLANDESK Service Desk is unparalleled in the depth and breadth of its integration capabilities. Together with the wider LANDESK product portfolio, it supports organizations that embrace a larger IT Service Management vision and seek an integrated single-vendor solution to reduce infrastructure complexity and improve service delivery.
For more information, email us at [email protected] or speak with a LANDESK product representative:
■ In the U.S. call: 1.800.982.2130■ In Europe call: +44 (0) 1344 442100■ In APAC call: 1300 661 871
For specific country offices and contact information, visit www.LANDESK.com.
KnowledgeManagement
ServiceRequest
Asset LifecycleManager
Self ServicePortal
Policy &Compliance
Service LevelManagement
Reporting &Dashboard
ProcessManager
Change &Release
Incident &Problem
EventManagement
ConfigurationManagement
ServiceCatalogue
IT SERVICEMANAGEMENT
