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Will Australian Service Desks Be the First to Abandon the Cloud?

09/16/2011 by: The SunView Team

It would appear, at least based on a new study from Australian analyst group Longhaus, that IT teams in Australia may be exiting the honeymoon period with the Cloud.

In fact, in an overview of the report, itnews.com reports, "Fewer of these decision makers said they were consuming Cloud computing services in 2011 compared to 2010, suggesting that some CIOs may have even brought workloads back in-house."

Of course, for those of you that read the ITSM Lens, you realize we've been beating this well-worn drum for quite some time - just this week we highlighted the woes that customers of Microsoft and Google have encountered recently.

Now, that's not to say value can't be found in the Cloud, and in all truth there is really no reason for trying to escape the Cloud completely. However, we have a pretty good idea of why the Cloud may be raining on Australia's IT parade.

Service Desk Replacement Guide Unfortunately, when companies rush to implement a Cloud or SaaS solution, they often overlook the inherent loss of control over change management processes. Adding to this, many companies also bypass, or deemphasize, the necessity to update existing processes to accommodate the inherent nuances of the Cloud. All this can lead to a flood of issues into service and help desks, making the decision to return to a platform solution very appealing.

Again, the key here is not to discount the value the Cloud can provide, but rather highlight the old idiom "look before you leap." It has never been more important to make sure you have the proper systems, controls, and processes in place to enable your service desk and/or help desk to weather the storm that an improperly implemented Cloud can bring.

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