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In the computer world, two approaches compete when considering a software solution: SaaS or OnPremise?
SaaS: Software as a Service, in other words a software solution available online and marketed as a service, i.e. in the form of a subscription. We also often talk about “Software in the Cloud”
OnPremise: The software solution is usually marketed in the form of a license plus annual maintenance/support. The solution is then installed at the customers site.
As part of an OnPremise software solution, the entire solution is housed at the customer.
The customer therefore has control over the entire product: access to the servers, database, application files, etc….
The data is therefore located locally and not with the ISV or a hosting partner chosen by the vendor. This difference can, in some situations, be highly significant.
Depending on the solution and the ISV, the client may have the opportunity to customize the software to fulfil specific needs. This is often the case for helpdesk ticketing or ITSM solutions.
Through having control of their infrastructure, the client takes on responsibility to maintain it in operational conditions: backups, software and OS upgrades, infrastructure monitoring, bearing the cost of hardware and its renewal, the list goes on…
Deployment is often longer and more time consuming as it requires sourcing, deployment and configuration of dedicated infrastructure.
With a SaaS solution, the entire solution is hosted and maintained by the vendor. The database could be specific to each customer (we speak of unique customer tenant) or common to all customers.
Version and patch upgrades are addressed by the supplier of the solution; usually at times of least impact, but not of the customers choosing.
The recurring cost of the solution is fixed, known and hence controlled; often determined by aspects such as number of users, access to features, resources used ….
Implementation is often rapid and generally revolves around creating accounts and addressing prerequisites.
The world of monitoring, like other software, offers SaaS and onPremise solutions, and ISVs like Coservit, even offer both options to best meet customer demands.
In the case of ServiceNav, the maintenance of the OnPremise is a real point to consider when making a choice. The SaaS mode of the solution is a turnkey solution, easily deployable, secure and cost-controlled. Version releases (between 10 and 12 per year) are overseen by Coservit outside of regular business hours 8am-20pm (weekdays) to allow for high availability of the application.
The time saved by customers by not involving themselves in solution maintenance means that resources can then be devoted to tasks with higher added value.
Whether SaaS or OnPremise, each solution has its advantages and disadvantages.
However, the SaaS mode, thanks to its light touch customer responsibilities, and an overall cost close to or even less than the OnPremise solution is becoming the norm in the market.