In a recent InfoWorld article, Adopt the Cloud Kill Your IT Career, Paul Vezina makes a handful of arguments. General ideas include adopting the cloud leads to integration issues, causes security concerns and most importantly, leaves organizations susceptible to a monstrous disaster that is waiting in the wings. While some of these arguments hold true in certain situations, many do not apply for visual collaboration and unified communications technologies.
More often than not, integrating the cloud does not produce more problems than it solves. As with anything, a lack of experience or expertise can cause major problems and organizations should do their research when selecting a cloud service provider. While there certainly may be cloud providers that do not have high levels of expertise, many distinguished service providers have highly trained, expertly certified engineering teams.
Of course, this does not lead to infallibility as there are always different challenges or unexpected events that can occur during implementation. It is like completely overhauling your bathroom or kitchen, you never know what to expect until you get behind the walls. However, the chances of a major integration issue, extended downtime or complete disaster is far less when left to specialized professionals.
The experience and expertise distinguished cloud service providers have obtained allows them to not only resolve potential issues quickly, but proactively address problems before they arise. Take major software revisions for example; several organizations will simply upgrade the software on their video conferencing unit or UC client not realizing the potential effects on the rest of their environment. Distinguished service provides will thoroughly test any new updates that are released to ensure compatibility and a seamless transition. Many IT departments within an organization simply do not have the time or resources to do this.
Organizations must find a balance between IT activities to keep in house and IT activities to outsource. For example, issues regarding an employee’s phone, email or computer would be handled by an in-house IT representative and not be directed to a highly specialized engineer. Similarly, point-to-point video conferencing calls can most likely be managed end users or local IT staff. However, multi-platform video bridging and firewall traversal are better left to specialized professionals because of the sheer volume of intricacies required.
Sure, there are some people who will be able to handle these situations but in the long run it’s going to pull them from other, more productive, activities. IT departments should be able to focus on what’s most important to their organization; developing and maintaining the systems to keep the operation running efficiently.
Even if an organization is budgeting video troubleshooting, management and support into their daily agenda they are pulling resources from the areas that they can have the most impact and drive the most effective outcomes.