Increase Your Support Levels With Cloud Services

Without a doubt, from a Service Provider’s perspective, managing clients from the Cloud is a god send.

Cloud based management of services not only allows for faster response times, but also for a higher quality of support to the end user. However, from the Service Provider’s angle, it allows for highly efficient operations and for one support Representative to manage and complete a much higher work load per shift compared to site work.

Take the average day of a road based IT Tech. There’s all sorts of issues to contend with, traffic, weather, road works, lazy workers taking the long way from job to job, and other unforseen issues on site such as slow computers, failing hardware and clients who are less than prepared for their IT site call. All of these issues and more are faced every day by thousands of road based IT workers, meaning blown out budgets and quotes on jobs, and lengthy delays for the customers, and increased costs for the IT Services company.

Compare this to an environment where all of the clients’ systems are Hosted, either SaaS or IaaS, the IT Contractor can access the files from anywhere, be it on an iPad with a system as simple as Teamviewer, or a SaaS system like Reckon’s Quickbooks Hosted or Xero; it allows for multiple jobs to be undertaken at once and for an instant response time.

There are many systems available too. Whether we look at Zen Desk, Asana or a full Cloud based Services suite such as Connect2Field; the choices are many, the quality is great and the costs are in some cases even Free!

Cloud Support minimises down time, increases response time and increases profits for not just the End User, but the IT Contractor or Service worker aswell.

Saas, VaaS, Paas Or IaaS – What’s Right For You?

When it comes to Cloud Computing, there are several different platforms available for use. Some of the terminology is old and some is new. Together, it is all The Cloud.

But what does it all mean and which is right for you? Let’s take a closer look.

SaaS

Starting with the most obvious use of The Cloud, is SaaS, or Software as a Service. The SaaS movement has been around for some time and in many ways is the forefather or the very definition of Cloud Computing.

Another term for SaaS might be Public Cloud. SaaS is for the single or perhaps small business user where they don’t want to lease infrastructure or have hosted space, they just want access to their individual apps from anywhere they may be. Access and cost are usually the largest drivers behind SaaS takeup.

Think of Internet Banking and Gmail as two of the most common forms of SaaS today.

VaaS

So you’re using a few SaaS services and think it would be great if you could combine them, or take your desktop with you everywhere you go, like on your iPad or Android. This is where you may look at a VaaS, or Virtualization as a Service provider.

This market is still quite young in the Cloud market, perhaps due to licencing issues or other restrictions. But think of it as unlimited VM Ware, or as a rented Desktop with fixed applications.

Hence, you may sign up to a VaaS service, for a Ubuntu desktop with Open Source Apps (Open Office, Firefox and Thunderbird) for a very small fee, or for a little more, a Microsoft platform where you are served your stable Win 7 desktop complete with its Microsoft repetoir of Internet Explorer and Microsoft Office. Or a combination of Microsoft desktop with Open Source apps to save on licencing a little.

In any case, the term “rented desktop” pretty much settles the VaaS criteria. A stable virtual desktop you can take anywhere, along with all your files, settings and bookmarks.

IaaS

Next up we find IaaS, or Infrastructure as a Service. Here we may find an organisation who wants some control over their software and data, but do not want to maintain any hardware.

Here a medium sized enterprise may want control over choosing their IaaS provider, but don’t want control over maintaining expensive hardware, building a climate controlled room and employing a MCSE/CCNA to look after it. Usually with most IaaS providers, you can still choose the size and amount of CPU’s, amount of disk space, RAM and other items to suit your needs and the IaaS provider will discuss maintaining your hardware and software for you.

Best of all with a IaaS platform, it’s highly scalable, so you should only ever be paying for exactly what you need.

PaaS

Finally we may find an organisation who has custom ERP and CRM requirements, maybe an SAP or Great Plains platform requiring constant development and unlimited¬†scalability¬†options but don’t necessarily want the hardware and network overheads that come with a system of such size.

Here, the organisation will seek Platform as a Service such as Amazon, Microsoft or Google AppEngine, where the hardware and platform are provided for, but the platform is very open source and includes a ton of tools for writing one’s own Cloud venture or internal ERP system.

Microsoft Azure is perhaps the latest PaaS on the block.