The software as a service (SaaS) delivery model has matured to such an extent that there is now an on-demand component to most software applications, whether it is online help, automated updates or the main application engine. At the same time, many vendors are realizing that to provide a satisfactory end user experience, total reliance on a web browser is not always enough and a desktop component is often needed.

The need to link with on-premise components extends beyond the desktop to legacy software maintained internally and as business processes, that span organizations, are linked together using a mix of on-premise and on-demand applications, expert help is still needed to integrate it all.