HEAT Blog

Hybrid Service Management: How it Fits into the Full ITSM Picture

Customers love having choices and choices protect customers’ futures, so the concept of hybrid is about offering the customer more choice and more flexibility so no matter what road they choose or what happens in the market, they can tailor the deployment of their applications to what is needed in the business.

 
But to define the terms a little better: On-Premise is located within the company firewall, for example, HEAT perpetually licensed solutions are installed locally at a customer site where company resources typically help implement, maintain and manage business solutions.
 
Cloud is located outside the company infrastructure and accessible via the Internet, HEAT subscription-based, multi-tenant solutions are provided to customers via a secure environment supported and maintained by FrontRange. 
 
The Hybrid approach incorporates both On-Premise and Cloud applications for a complete Service Management solution. Customers have the choice of utilising either the cloud or on-premise deployment options, including a combination of the two models to support their business needs.
 
By offering a Hybrid ITSM model that features a common code base – whether deployed on-premise or in the cloud – FrontRange is giving its customers the best of both worlds. For example, organizations with remote/branch offices with limited IT resources might opt for cloud-based ITSM while corporate HQ and main campus sites with significant IT staffs are more likely to adopt on-premise solutions that they can more easily manage and customize.
 
In our case, with our suite of cloud, on-premise and hybrid HEAT applications, we can offer a solution that is the most: 
 
  • Flexible: Standardise on a single service management solution with ‘fit-for-purpose’ deployment models that allows for the use of both operating and capital expense budgets (including a hybrid option that leverages both);
  • Advanced: The most advanced service automation solution in the world with fully integrated voice-enabled capabilities that enhances efficiency and reduces service resolution costs by up to 70 percent. 
  • Customers don’t want – nor must they – be forced into an either/or model. They want the flexibility to deploy ITSM solutions via cloud or on-premise as needs dictate and when and where it makes the most sense for the ever changing organisation.
 
The cloud is here to stay, but full-scale transitions to the cloud to support an organisation’s entire ITSM functions is not only unlikely, there are clear instances in which on-premise solutions make more sense for the reasons I’ve cited. The same holds true for cloud-based ITSM offerings; there is no ‘one size fits all’ cloud strategy that obviates the need for a hybrid solution for cost, resource allocation, infrastructure integration and customization reasons.
 
Complete: With end-to-end, integrated client management capabilities that enables the standardisation of business processes across the enterprise and improves the mean time to repair (MTTR) by up to 75 percent.