Saas 3, Hosted or cloud based Incident Management

On-Premise IT Service Management

On-Premise- the traditional licensing model—but still preferred by most organizations

On-Premise is our traditional, concurrent user license model. This model is often required by government, financial and healthcare clients, who for a variety of reasons (e.g., security, regulations, etc.) are required to purchase perpetual licenses and host the application and data on their own systems and premises. This model is also appropriate for customers who need to purchase software licenses from their capital expenditure budget. Please note that we also allow you to host the application and data on your company’s premises (i.e. behind your firewall), yet pay for the software utilizing the SaaS subscription-based licensing model. See below for more details ….

On-Demand IT Service Management

SaaS 3.0—All the advantages of the SaaS-model with even more flexibility

cloudhosting_iconFor those customers who want to implement a SaaS approach (often called “cloud computing”), they have the option of A Service Desk on Demand. This SaaS model allows companies to utilize the software without any capital expenditure. Instead, all expenses for leasing and maintaining the software can be paid out of a company’s operations’ budget. Please note that we also will “lease” our software utilizing the SaaS licensing approach for those customers who want the software and the data to reside on the customer’s premise—i.e. behind the customer’s firewall. Our hybrid SaaS 3.0 approach, recognized by leading industry experts, goes beyond the traditional “pure” SaaS approach. By “hybrid,” we basically mean that our customers can choose from a myriad of options. Our SaaS 3.0 implementation is superior to other similar models because of the following:

Virtual Environment

Other companies that offer a SaaS model generally implement a “one size fits all” approach. In other words, they have very limited ability to customize their applications. With Service Desk On Demand, we can provide a hosted virtual environment for each customer, which allows them to utilize our  Development Platform to customize any application and to make any changes to our “out of the box,” Pink Elephant ITIL V3.0 verified service management content.

Data Security and Control

With Service Desk On Demand, if the customer chooses the option of having Revelation Data host its data, the customer’s hosted data is logically separated from our other companies’ data, and each customer always has access to their own data. This means that they have the power to back up their data “on their premises” as often as they like! This is critical if there are security and recovery concerns within your organization.

Instant Recovery

For an additional monthly charge, Service Desk On Demand can include a recovery feature. With Instant Recovery, our host system will keep a rolling snapshot of the customer’s system, which enables near-instantaneous recovery in situations where the customer’s database is damaged due to human error or data corruption. This is great for mission-critical implementations.

Option for SaaS Licensing Model but Software/Data resides “On Premise”

Some of our customers prefer the SaaS licensing model (i.e. subscription-based pricing such that all related costs can be expensed monthly from the Operations’ Budget)—but they would like to have the system and data reside on their own premises (i.e. within their own firewalls). Once again, our SaaS 3.0 approach is designed to accommodate more choices. If desired, you can choose the SaaS licensing model together with “on premise” deployment. In the alternative, we would be glad to host the application and your data.

Rich Client OR Browser-Based Experience

Whereas most of our competitors’ SaaS models are “browser-based” only (i.e. run from IE, Firefox, or Safari), Service Desk On Demand can be run either from one of these browsers—or we give you the option to utilize a rich-client Windows’ experience. So we offer the best of both worlds — Windows and a browser. Even with our rich-client experience, the data is transferred over the internet the same way that our browser application transfers data. The database does not know the difference. In other words, we offer two different user interfaces (i.e. broswer and rich-client) utilizing the SAME application and database. With the rich-client experience, the advantage is that the application uses less bandwidth without the overhead of sending the screens over the internet, so the user experience is faster and better. Additionally, no browser application supports “data caching,” which allows local storage and instant retrieval of commonly accessed data. So our rich-client approach offers far less delays when there is heavy internet traffic.

In the alternative, browser-based interfaces are great for situations when the application is used on a very limited basis—or is needed across different platforms (e.g. Mac or Linux). Assuming there are not cross-platform issues, when someone spends much of their day in an application, we believe the rich-client interface is far superior. Bottom line: YOU CHOOSE! We can accomodate either model! Other than cross-platform benefits, the major advantage of browser-based applications is ease-of-deployment. We achieve this same advantage with our auto-deploy feature with our rich-client (similar to the way ITunes is auto-deployed on a client). Many of our customers choose the rich-client deployment for all their Window’s-based technicians who are in the application for more than an hour a day, and they utilize our browser-based implementation for their Mac and Linux deployments and for part-time technicians.

Concurrent Licenses

Our licenses are offered on a “concurrent” user basis. That means that our licenses can be shared by different users. And with Service Desk on demand, for each concurrent license, our customers have the option of “reserving” the license for any user who must have immediate access to the system at all times. Most competitive SaaS models require “named” users—which means that the licenses cannot be shared, resulting in the need to subscribe to more licenses and pay more money.

Lease-to-Own Option

Service Desk On Demand has an added benefit—a “lease to own” option, giving customers the best of both worlds. Each year that a customer uses Service Desk On Demand equates to a discount off the license fees for Service Desk On Premise, should a customer decide at a later date to switch models in order to “own” the perpetual-use licenses. It’s the best of both worlds and it offers the most flexibility in the market today.


Find out more +27 (0)21 530 7460 email:

Where is the value in COBIT

How do I get “the business” to pay attention? How do I take the next step? How do I build the business case? ISACA® and recently hosted an all-day virtual seminar on IT governance, risk and compliance. This
event drew more than 4,500 attendees. In reviewing the many questions, several groupings emerged. This article will take a look at two:
  1. Getting awareness, attention or engagement from “the business”
  2. Understanding how to take the next step in a COBIT® (orVal IT™ or Risk IT) implementation This led to another question that flows from the first two: “How do I make the business case for …?” These are big questions.
Failure to understand them wastes resources and could get a project killed.

40x40_pdf_icon Download  the full report here

How do I get “the business” to pay attention? How do I take the
next step? How do I build the business case?
ISACA® and recently hosted an all-day
virtual seminar on IT governance, risk and compliance. This
event drew more than 4,500 attendees. In reviewing the many
questions, several groupings emerged. This article will take a
look at two:
1. Getting awareness, attention or engagement from “the
2. Understanding how to take the next step in a COBIT® (or
Val IT™ or Risk IT) implementation
This led to another question that flows from the first two: “How
do I make the business case for …?” These are big questions.
Failure to understand them wastes resources and could get a
project killed.

Get more Service out of your service desk

Has your support organization evolved to meet today’s Service Desk requirements or are you stuck in help desk mode recording trouble-tickets and not much beyond that?

Time has come for change! Not only will your team be in a better position to support “real” company needs, but can achieve financial savings by meeting more than one service need with its investments.
The help desk has been part of the IT landscape for nearly 20 years. While the help desk’s rudimentary beginnings had the simple objective of tracking and responding to user issues in a timely fashion, the discipline has matured considerably.

Today, its requirements have clearly evolved and for many, the help desk has been transformed into the Service Desk¾a discipline that reaches out to most ITIL domains and more often than not serves as the starting point for best practice initiatives. The Service Desk now looks much more like a “hub” of service management activity, touching on asset management, Configuration Management Systems, Change Management, Knowledge Management and more.

IT managers and support personnel put it in more direct terms as did this recent EMA research participant:

The service desk has a greater view/responsibility/control of the operations of an IT organization, and more greatly … the company (business entity) as a whole. Help desks are predominately responsible for responding to incident/problem management, and serves as a function of a service desk.
In part because of this diversification, the Service Desk has become an increasingly smart place for IT to invest. Even in 2009’s tenuous financial times, many enterprises are continuing to make that investment, as confirmed by recent EMA research.

The objectives can take many different forms. In some cases, it makes sense to replace aging help desk deployments with more complete Service Desk solutions. In other situations, it makes sense to retain the existing tool and investment in it, but to use it more effectively.

Some of the ways that this plays out are:

Many organizations have merged over the past five-to-seven years and yet they maintain existing operations for the help/Service Desk. Consolidating some of these support teams can save staffing dollars, reduce maintenance contracts and potentially improve workflows.
Expanding on ITIL functionality
Organizations fortunate enough to have purchased a strong, ITIL-focused Service Desk solution may not be taking advantage of its breadth of capabilities. Implementing even one or two additional ITIL disciplines can expand the Service Desk’s reach and demonstrate additional value to the organization for the same investment.
Automation and workflow
Improvements in streamlining processes and implementing automation can help reduce the number of staff “touch-points” and hence lower operational expenses. The IT Service Lifecycle (aka ITIL) provides excellent guidance in this area.
Better use of self-service and Knowledge Management
Most service desk organizations have yet to deploy self-service and knowledge management in any significant way. Toolsets have these capabilities and so IT support managers can wisely take advantage of these existing capabilities to put some of its workload at the source of the problem. This often results in happier users who feel in control of their issues.
Cost reduction and more effective use of the Service Desk does not by any means equate to abandoning the traditional Service Desk. At the top of the list of management goals for the enterprise is improving customer satisfaction (82%), followed by process deployment (72%), and then cost reduction (70%). Research also shows that there is a need for multi-language support and a smaller, but growing interest in financial metrics for the Service Desk (44%).

Multiple Service Desks

One significant approach to reducing costs in the Service Desk is to consolidate the operations and solutions used by multiple Service Desks.

In our recent research, more than half of the respondents were currently supporting multiple Service Desks or planning to do so. Uprooting one or more of these operations would achieve the greatest cost savings. Yet, adopting a multi-tenant solution for the operation so that the data can remain independent would also be of value.

Achieving economies through reduced maintenance costs and training is another approach being used by a select group of organizations. Lastly, cost savings can be achieved while continuing to maintain multiple service desks. The savings in this case can be achieved through process standardization, utilization of the same service desk solution and training geared to improve the skill sets of support personnel.

Solution Replacement

For those that are choosing to replace their solution, beware of considerations in choosing a solution. Many times buyers choose a vendor or product simply based on cost factors at the time of purchase. In the long run, these choices may prove to be short-sighted. An evaluation of how extensible the product is a must¾not only from a customization standpoint¾but also for looking at how much of the application can be used to fulfill the many IT Service Management (ITSM) needs of the organization.

On-going training costs play a role as well especially for companies that are continuing to maintain multiple service desk operations. The best way to approach this is by looking at the value equation as well as the capital and operational expenses. One of EMA’s survey respondents said, when asked about best practices for replacing a help desk deployment:

You must have the appetite and management support to not only deploy a new service desk, but the appetite to resource it over the long haul in terms of on-going development and maintenance in order to meet your strategic goals.


With this in mind, it is important to consider all the ways in which cost savings and organizational value can be achieved with the Service Desk. There is no need to stifle the evolution of the help or Service Desk even in times of economic distress.

Continuing to move forward today with streamlining workflow, consolidation of operations, incremental implementation of additional best practice components and even planning for consolidating customer service with the IT help desk are all potential actions that can be taken, in addition to product replacements. Any and all of them will position IT for greater growth when budget dollars are easier to come by. The groundwork will be in place to take advantage of it.

Dear IT Manager: Reason to Send Staff to ITIL

Malcolm Fry is a world renowned, distinguished and highly entertaining IT industry luminary with over 40 years experience in Information Technology. Malcolm is the author of many best selling books on IT Service Management, he has had numerous articles and papers published. He is regularly used as a source of information by technology journalists. He is also the solo performer in a highly successful best selling DVD series made for the Help Desk Institute explaining the relationship between the ITIL processes and the Service Desk. He has written 6 ITIL focus booklets of which over 100,000 copies are now in circulation. His previous publications include ‘A step-by-step Guide to Building a CMDB’ and ‘How to build and ITIL Service Management Department’ while his latest publication ‘ITIL Lite’ is due to be available early 2010.

Malcolm began his IT career in 1967 working for a major bank in London. In the following 13 years he performed many IT functions including system programming and a variety of management roles. During the same period, Malcolm worked in a number of industries including retail, production, oil and pharmaceuticals. This experience, coupled with his impressive technical background, gives Malcolm an unparalleled breadth of knowledge and experience.

Malcolm began his independent career in 1980 and since that time Malcolm has not only pursued a solo career, but has also been on the boards of various organizations, including Protocol International Limited and Help Desk Institute’s Strategic Advisory Board. He was on the ITIL Advisory Group helping to guide the development of ITIL v3 and was a mentor for one of the books. During his long and diverse career, Malcolm has worked in more than forty countries, lectured to countless people and is in constant demand worldwide as a dynamic, entertaining and knowledgeable speaker.

Malcolm has devised the ‘Front of the Front Office’ theory, which explains how technology can be used to create new marketplaces and products for enlightened organizations. As a result, he is often asked to present at conferences his views on how technology will affect both business and our everyday lives. These sessions are steeped in reality, without resorting to complex technical theory, and do not fly into the realms of fantasy. His views on futures are widely respected and he advises organizations on how to maximize their business return on technology by looking for new business opportunities. He is both innovative and informative and has the unique ability to communicate his thoughts with audiences who have regularly voted him best speaker on many conferences worldwide. He is also sought after as a strategic consultant by many large organizations worldwide. Most of these organizations use Malcolm as a catalyst to review their facilities and processes from which he assists them to determine their requirements, and most importantly, prepare plans which allow them to meet their objectives from within.

In 2009 Malcolm was proud to be awarded the coveted Ron Muns Lifetime Achievement Award for his work in the IT Service Management arena.


Asset Management

The price of mis-managing software is high. Typically, organisations over-spend on software licensing by around 20 percent (purchasing duplicate licenses, failing to re-harvest, buying outside of volume license agreements etc) and the cost of reacting to a software audit can be as high as R500,000  if you don’t already have Software Asset Management (SAM) practices and technologies in place. [“Gartner Research: “Q&A on Dealing with a Software Audit” November 2008]

Our asset management consultants are here to help organisations take control of software assets, licenses and the ongoing management of applications on the network. We have a portfolio of asset tracking solutions that provide a complete end-to-end solution for software asset management and can seamlessly integrate into our ITSM applications for a full 360 degree view of your network.

I want speak to someone about Software Asset Management and Asset Tracking,

Features and Fixes

Our partners and vendors are constantly providing us with updates to their software. Please check back here regularly to see if a feature or fix has been added for your product. To request a fix please log a support call by emailing or call us on +27 (0)530 7460.

Fix List:
None a present