@scottalanmiller said in Trying to find a good, on-premises, multi-department help desk application:
@dave247 said in Trying to find a good, on-premises, multi-department help desk application:
@Obsolesce said in Trying to find a good, on-premises, multi-department help desk application:
Curious about the on-prem requirement? Seems lime an odd requirement?
On-prem because we have a lot of PII information that gets put into our help desks, plus we just like having some control over things. Not everything has to be cloud hosted.
No, but not everything needs to be internally hosted, either. ALL decisions should be based on logic and needs evaluation.
PII doesn't make hosted not an option, it actually makes it more important. Because a self hosted tool won't have the security resources of a hosted one. "Like having some control" is the same as saying "we don't think like a business". Nothing wrong with having control, but that's an emotional description. How does "having control", and what does that mean in this case, help the business?
"Liking" approaches is something no business should act on. The moment you feel that you "like" hosted, or on premises, virtual or physical, it should set off a red flag that something is wrong. It's a term people use to express when they are knowingly making a bad decision, but haven't stopped themselves from doing so yet. It's trying to justify a business decision (that must be logical) in terms of consumerism (buying what we like regardless of value.)
None of this is to berate you or to say you can't do it this way. It's the same kind of problem that @WrCombs had and it's best explained this way....
We all have to deal with the emotional whims and non-business illogic of people above us in an organization. What we are required to do is often out of our control. What we do control is repeating false logic as reasons. In this case, stating that you have PII, security, or control concerns aren't valid reasons to chose on premises - they are excuses to cover for someone being emotional. Instead of repeating them, identify that they are false and just say "someone who isn't concerned with business needs above me in the organization demands it be done in this way".
If you say it is a requirement that is out of your control, someone might still point out that it is likely a bad idea, but that's it. If you repeat the false logic, it essentially requires that we point out that the logic is wrong because otherwise we must either act as though we have accepted something false and/or ignore that giving bad advice is not in your interest. We can't honestly try to help while not pointing out when a decision is made on false logic.
yeah I mean its one of the reasons. We have a lot of hosted services but we want to keep the help desk in house and manage it ourselves, among other things we have going on.
