Number one is flexibility. It’s hard to quantify this, but its value is huge because technologies evolve, with virtualization, mobile device management, a proliferation of smart phones and we don’t know what’s next. With a hybrid solution, whatever happens they have the flexibility to deliver. We have taken most of the risk out of it.
Also, for companies that use some cloud-based applications, or need to cover branch offices and other sites that have few or no IT resources, a cloud-based ITSM offering may well make sense. But for enterprises that run the vast majority of their applications in-house, or that have lots of custom requirements, an in-house ITSM offering is likely the better choice. To cover both, then, enterprises need an ITSM solution that can deal with both worlds; in other words, a hybrid ITSM strategy.
Every user will benefit because they get exactly what they need. We can tailor the application to the user. Each organisation is unique in how it handles incidents, configuration management, change management and release management. Not to mention, problem management and the business rules that drive the performance of their service desks. Shared applications in the cloud that are largely standardised make configuration changes more complex. And this introduces an element of risk since, to cite the cliché, change is the only constant.
What companies really need is flexibility, meaning the ability to use a cloud-based ITSM tool where it makes sense and a premise-based one where the cloud model doesn’t work well. Too often, though, it’s an either/or proposition – companies are forced to choose a cloud tool that doesn’t really do everything they need it to, or a premise-based solution that may not be able to cover their entire organisation. What they need is a single solution that works in either a cloud-based or premise model, but sharing a common centralised console that gives them the same look and feel.
Such a model protects the company against unforeseen changes in their business. If the organisation acquires another company, maybe one with lots of far-flung branch offices, it can quickly bring them on board using the cloud model. But over time if the company opts to consolidate offices, perhaps it would be better served with a premise-based ITSM solution. A hybrid model gives the company the flexibility it needs to meet its short-term needs after the initial acquisition as well as its long-term requirements.