Cloud software solutions permeate all aspects of your customer accounts, from where they store information to how they communicate, purchase supplies and manage their sales efforts. IT Service Management (ITSM) is no exception.

June 13, 2016

3 Min Read
Top 3 Reasons Why You Should Offer IT Service Management (ITSM) from the Cloud

Cloud software solutions permeate all aspects of your customer accounts, from where they store information to how they communicate, purchase supplies and manage their sales efforts. IT Service Management (ITSM) is no exception. Analysts predict that cloud service management will grow at an impressive 27.8% rate over the next five years. So, what is driving this shift to cloud ITSM, and, more importantly, is it time for you to consider heading into the cloud to deliver your ITSM services? 

The massive growth of cloud service management is being driven by today’s mid-market CIOs, who continue to place the transition to cloud solutions as their No. 1 priority. These CIOs see the potential to reduce costs, simplify implementation projects and maximize IT productivity by leveraging cloud solutions, and cloud ITSM is no exception.

Here are the top 3 reasons why you should offer ITSM from the cloud:

Reason 1: Speed to Value

In today’s hypercompetitive IT services environment, you need to be able to quickly and easily scale your platform as new mid-market ITSM opportunities present themselves. With a cloud service management solution, you can scale your solution on demand–setting up and onboarding new customers in no time.  On-premise service management solutions require change management activities that can eliminate the ability to scale services as quickly as needed, resulting in a loss of revenue. With a cloud solution, you can ratchet up the number of customers you can support with the simple activation of additional cloud licenses. Cloud service management also gives ITSM cloud vendors the ability to upgrade their solutions more frequently, which provides you with new service opportunities and eliminates the time-consuming on-premise upgrade process.

Reason 2: Resource Efficiency

Your profitability is contingent on maximizing the use of your resources, both human and technical.  Cloud service management enables you to rapidly adjust to the shifting capacity demands of your customer environment. If you secure additional ITSM customers, simply activate additional agent licenses. If you lose a client, simply reduce the number of active agent licenses you engage, and the corresponding fee should be reduced accordingly. A hosted cloud service management solution also promotes maximum capacity utilization so you will no longer find yourself paying for software licenses that are not providing value to your organization. With the right cloud service management solution, you can effectively automate the provisioning of resources, driving greater operational efficiency to minimize costs and maximize profit margins.

Reason 3:  Service Stability

Given that leading cloud service management providers are supporting thousands of customers, they maintain their services on the most secure, stable technologies available. This in turn provides the MSP access to the latest IT infrastructures and service advancements–things they might not have otherwise had the resources to procure or the capability to set up and deliver. MSPs that leverage a leading cloud service management are relieved of having to develop and maintain a robust technical infrastructure and to keep it up to date with the latest advancements. This enables even small MSPs to offer their customers more secure, scalable, reliable and available ITSM services than they could from within their own IT infrastructure.

MSPs leveraging cloud ITSM gain a number of advantages over those that remain tied to inflexible on-premise solutions, including lower costs, greater efficiency, and improvements in availability, scalability and security. The highly competitive nature of the ITSM market necessitates that MSPs consider a cloud service management solution that will allow them to optimize efficiency, improve performance, and ultimately drive higher customer satisfaction and retention rates. 

The HEAT MSP Cloud solution was purpose-built to help MSPs make the jump to the cloud service management. If you are interested in learning more or joining the program, visit us today at


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