Tired of having to choose between flexibility and security? Remote Desktop or End User Support automation Solutions could be the answer to your problems. Since there is no magical one-shot solution for all organizations, read through this comprehensive comparison to make the best choice for your unique business needs.
By enabling access through any device and eliminating the need for users to store organizational data in their personal devices, Remote Desktop Solutions obliterate the need for organizations to choose between security and flexibility. While solutions like Virtual Desktop Infrastructure (VDI) ensure robust security, they involve heavy capital expenses. On the other hand, Desktop-as-a-Service solutions ensure seamless scalability through the pay-as-you-go model, but they are not feasible for organizations with larger numbers of users and which can not have their data go to someone else’ computer (Cloud). IT HelpDesk Automation solutions free users from depending on IT service desks but they only support specific issues, but hardware issues would still require the support of an IT staff. So how to choose the best solution for your organization? The truth is ‘there is no one-fit solution for all organizations’. Every organization has a unique business context, what works for one business might not work for the other. So, in this blog, we provide a comprehensive comparison of the different End User Computing technologies that will help you decide which one is the best for you.
- 1 Virtual Desktop Infrastructure (VDI)
- 2 Desktop-as-a-Service (DaaS)
- 3 IT Help Desk Automation (Help Desk Automation)
- 4 A Holistic Comparison of the Pros & Cons
- 5 The Verdict
Virtual Desktop Infrastructure (VDI)
VDI is the pioneer of End-User Computing technology, and a few years ago, it was the only solution to run a virtual desktop. The technology requires the organization to have its own servers and the maintenance is handled by the in-house IT team. This enables holistic control, tougher security, and decreased latency. However, the benefits come with their fair share of disadvantages, especially the higher deployment and maintenance costs. Having the whole organization depend on a single team for IT Support might be in-efficient.
DaaS is just a VDI that is hosted on the cloud. A vendor builds and maintains the VDI and the organizations pay a subscription for using the virtual desktops. DaaS offers a more flexible solution for organizations that don’t prefer taking the hassles that come with maintenance. The organization doesn’t have to worry about fixing IT issues. Also, scaling becomes easier with DaaS. However, DaaS might not be the best solution for organizations with a bulky user base, because the incurring subscription costs for every user might not be feasible besides not many enterprises feel comfortable with their data on someone else’s computer (Cloud).
IT Help Desk Automation (Help Desk Automation)
IT HelpDeskAutomation technologies like self-help automation and auto self-heal reduce the dependency of users on Service Desks. Since the software is locally installed on the machine, no separate infrastructure is required and the data stays on enterprise devices. Some issues are proactively fixed by self-heal applications, enabling a hassle-free work-from-home experience. However, since all the processes cannot be automated, some of the issues will still require support from the IT desk. Also, some HelpDesk Automation solutions like monitoring, analysis and Problem management can get expensive.
A Holistic Comparison of the Pros & Cons
|Anakage HelpDesk Automation
|End User Data location
|Data remains in the in-house data center at all times, helping the organization maintain security and control over their intellectual property.
|Data is located on the vendor’s infrastructure. This includes critical aspects such as keeping the hardware current and handling the end-of-device lifecycle tasks such as data migration, clean-up, and safe disposal.
|Data remains at the user’s machine which is ensured to be compliant by ensuring all the Compliance software is functioning properly like Antivirus, DLP, VPN, GP Update etc.
|While regular auto self-heal agents need server connectivity, Anakage product works in offline mode and doesn’t require constant server connectivity.
|Adherence to Business Context
|VDI solutions can match the needs of the workforce and give each user a personalized desktop.
|A customized workspace is built by the vendor. End users can’t modify or customize it according to their needs.
|When new customer issues arise, the Self-Heal and Self-Help content has to be checked regularly to remain up-to-date. Thorough research is needed to figure out which kind of solution is appropriate
|In-App guided solutions can be authored client specific. Using NLP on ITSM and Search analytics from Self-Service interfaces the platform recognizes relevant Self-Heal and Self-Help solutions automatically
|The components of the infrastructure are expensive to purchase, deploy, and maintain.
|Expensive to implement for a large number of people and puts a strain on the network.
|Automated solutions are expensive, if large numbers of issues are raised regularly then it is cost effective to implement.
|Automated solution mapping, multitenant modular platform and flexible price / packaging ensures fasted payback and strongest ROI.
|Prioritizes remote traffic and caches traffic enabling a high performance experience.
|The effort in day-to-day hardware support can be relieved. There is greater flexibility in managing the workforce and resources.
|Online Self-service desktop application and online portals can improve user satisfaction by providing them an easy path to finding answers and resolving issues.
|Offline light-weight Agent and Agentless (i.e, not installed at end points), real time detect & fix without increasing payload.
|As it supports virtual desktops from a central point, VDI is not suitable for teams working from different countries.
|A well set up DaaS system allows your employees access to their work desktop from anywhere anytime.
|A installed Agent talking to server and/or a self-service portal allows customers to search out solutions to their problems, process requests, and access information 24/7.
|Since the software is installed on the system, it can be accessed even when offline. The self-healing options work even when the system is offline. Self-Service portal is multilingual with a content management system
Who should go for VDI?
For larger organizations that have already invested in the components of a comprehensive data maintenance infrastructure, VDI might be a great option. VDI is also suitable for organizations that prefer ultra-robust control over the privacy of their data.
Who should go for DaaS?
DaaS is best suited for smaller organizations and bootstrapped companies with limited IT funds. Because DaaS requires less capital expenditure and works on a pay-as-you-go model. However, DaaS is also suitable for bigger organizations that prefer hassle-free maintenance and flexibility.
Who should go for HelpDesk Automation?
Self-support services are suitable for organizations with their teams distributed across locations. Because most of these solutions work well even in remote locations without internet connectivity. The support automation is more cost effective, quick, and less time-consuming. Looking to explore how automated support solutions can benefit your organization?
Anakage HelpDesk Automation
Anakage provides a next-generation End User Computing solution by filling all the voids in the conventional HelpDesk Automation solutions with a unique In-App guided Solution feature and multilingual self-help content. Unlike the legacy systems that require substantial upfront payment, Anakage features a pay-as-you-go model requiring zero CAPEX and minimal subscription costs. Our solution features extreme resilience when it comes to data security, offers seamless connectivity even when your peers are distributed across the globe and works well even when you don’t have internet connectivity. To learn more about Anakage HelpDesk Automation, Schedule a demo with us.