6 Pros of Using On-Premise Help Desk Software [+5 Top Vendors]

Marina Lammertyn February 22, 2024
- 13 min read

When looking for reliable IT Service Management (ITSM) software for your organization, it's crucial to determine whether an on-premise or a cloud-based solution best suits your needs.

With technology rapidly evolving, many solutions are shifting exclusively to cloud-based help desk offerings, which are more flexible. However, numerous organizations still require control over their servers and prefer to keep sensitive information within their own installations.

On-premise help desk software generally offers features similar to its cloud counterpart for Ticket Management, Change Management, workflows, and other functions. However, the key distinction lies in the fact that an on-premise solution needs infrastructure for installing, hosting, and managing the software.

For organizations that need specific compliance requirements, like government offices, or need to protect sensitive information, such as banks, on-premise software is the safest choice. 

In this article, we’ll explore the need for an on-premise help desk solution in some organizations, highlighting the pros and cons of this option. Additionally, we’ll provide a list of the top five vendors that are still offering efficient on-premise solutions.

Ready to dive deeper into the world of on-premise ITSM solutions? Keep reading to uncover everything you need to know!

Who needs an on-premise help desk?

In short, an on-premise help desk differs from a cloud-based solution in that both the software and the data remain in the company’s own installations, without the involvement of a third party. With this in mind, organizations frequently select an on-premise help desk for two primary reasons.

One of the main motives to opt for an on-premise help desk is that businesses may require complete control over their data. Industries such as government agencies or banks, which have stringent data security and privacy requirements, often need to maintain direct control over their information, assets, and internal customer support. Cloud software is usually unsuitable for these scenarios, as sensitive data must be stored on the organization's own servers.

Secondly, specific compliance requirements can lead to the adoption of an on-premise solution. For example, there are healthcare organizations that should operate on HIPAA-compliant servers or businesses that have to meet GDPR policies. For them, utilizing a cloud-based solution may not be viable.

With an on-premise alternative, organizations can directly manage their security, servers, and hardware, ensuring compliance with specific requirements. So, this is usually the choice of organizations that host their own servers and hardware, typically including highly regulated companies with dedicated support teams and the necessary resources for maintenance.

6 pros of using on-premise software

If you’re still not sure about what kind of solution your organization needs, here are some key advantages of choosing an on-premise help desk software:

  1. Data control and security – With on-premise ITSM software, you own the data entirely, ensuring maximum security and compliance with industry and privacy standards. This is key if you manage sensitive information such as social security numbers or bank accounts.

  2. Performance and reliability – Hosting applications locally keeps them running at their fastest, providing high performance and reliability, as you don’t depend on external factors to operate them.

  3. Compliance assurance – Many organizations require specific hosting situations to maintain compliance, such as GDPR (a European Union regulation on information privacy in the EU and the European Economic Area) or HIPAA (the Health Insurance Portability and Accountability Act) requirements. On-premise solutions offer the control needed to meet these needs.

  4. Cost Management – On-premise solutions can be cost-effective if you already have a data center or hosting situation. Self-hosted applications often have lower license costs and ongoing expenses because you don't need to constantly update subscription fees.

  5. Customization and control – Installing software within your facilities provides control over uptime requirements and the upgrade lifecycle. This allows for greater customization and integration with existing systems and workflows.

  6. Offline options – On-premise helpdesks operate independently from internet connectivity, ensuring business continuity even in areas with unreliable network access.

4 challenges of opting for on-premise solutions

Although choosing on-premise ITSM solutions has multiple advantages, there are a few challenges that must be considered. Some of them are:

  1. Higher initial costs – On-premise solutions typically require a significant upfront investment in hardware, software licenses, and infrastructure setup. This can be a barrier for smaller organizations or those with budget constraints.

  2. Maintenance and upkeep – Organizations are responsible for maintaining and updating the hardware and software infrastructure, which can be time-consuming and require specialized expertise. This includes applying security patches, managing backups, and ensuring system reliability.

  3. Scalability challenges – Scaling an on-premise help desk can be more complex and costly compared to cloud-based solutions. Organizations may need to invest in additional hardware and infrastructure to accommodate growth, which can be challenging to predict accurately.

  4. Extra installation time – Because setting up the hardware is time-consuming, on-premise solutions typically take longer to implement than cloud solutions.

5 best on-premise help desk software

If your organization needs an ITSM on-premise solution, there are many vendors that can provide help desk software that aligns with your security and compliance requirements.

Here are some of the most efficient help vendors for an in-house installation:


1. InvGate Service Desk



InvGate Service Desk offers both cloud and on-premise hosting options. Remarkably, it boasts an implementation period of just 2 to 4 weeks, a significantly shorter timeframe compared to other vendors' on-premise software. 

The solution also provides a range of features, including a robust ticketing system, automation capabilities, comprehensive ITSM reporting, a full range of integration options (which you can fully explore in this integration cheat sheet), and more. 

Also, it is easily adaptable and scalable to meet the needs of departments across the organization, making it suitable for Enterprise Service Management (ESM) initiatives. 

By choosing the on-premise InvGate Service Desk, you can rest assured that your private data remains secure within your own installations. It also provides fast performance, security for sensitive information, and compliance assurance.

And, if you want to learn more about the implementation process, security measures, and all the capabilities offered by the tool, don’t hesitate to book a quick call with our experts to address any questions or doubts.

2. SysAid

Example of SysAid's interface.

SysAid is a help desk solution oriented to the hybrid digital workspace, enabling end-users to access IT services from anywhere. With SysAid on-premises, organizations can install the software on local servers, ensuring their data remains local and under the IT department's control. 

It offers a 30-day free trial to users to explore its functionalities.

3. Cherwell Service Management

Example of Cherwell Service Management's interface.

Cherwell Service Management is a robust ITSM solution offering both on-premise and cloud options. It provides enterprise organizations with easy maintenance and configuration of IT processes while enabling teams to quickly adapt to changing demands across departments like IT, Facilities, and HR

Unfortunately, it doesn’t provide a free trial. 

4. ManageEngine Service Plus

Example of ManageEngine's interface.

ServiceDesk Plus by ManageEngine is an IT  and Enterprise Service Management platform with cloud-based and on-premise options. It offers modules for Problem Management and Change Management, among others. 

The tool comes with a 30-day free trial. 

5. TOPdesk

Example of Topdesk's interface.

Finally, TOPdesk is an ITSM tool that offers an on-premise option. It combines a quick set-up with personal guidance, providing user-friendly features and best practices for managing tickets, tracking assets, and sharing knowledge. 

TOPdesk provides a 30-day free trial to explore its functions.

In short

Although most vendors are moving to an only-cloud offering, there are still many organizations in need of an on-premise type of IT Service Management solution.

Installing on-premise help desk software is preferred by organizations that require complete control over their data, such as government agencies, banks, healthcare institutions, and organizations with specific compliance requirements.

Here are some key takeaways from choosing an on-premise help desk software:

  • Some of its benefits include data control and security, performance and reliability, compliance assurance, cost control and management, customization and control, and offline options.
  • Challenges of on-premise solutions involve higher initial costs, maintenance and upkeep responsibilities, and scalability challenges.
  • Top vendors offering on-premise help desk software include InvGate Service Desk Software, SysAid, ManageEngine Service Plus, Cherwell Service Management, and TOPdesk.

If this type of service aligns with your organization's needs, consider trying the on-premise version of InvGate Service Desk. This option enhances your privacy and security while maintaining the focus on delivering top-tier IT Service Management to your business. 

InvGate also provides remote support help desk software. You can select the version that best meets your needs and enjoy a 30-day trial, absolutely free and with no obligations!

Read other articles like this : On Premise, on cloud, ITSM tool comparison

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