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As someone who has worked on/off in 'cyber', 'data', 'information' security for around thirteen years I have seen some things change for the better and many things which have not changed from when I started working in 2004 plus many hilariously stupid things I have seen across both public and private sector. Products like ticketing systems (Peregrine & Remedy), CRMs (Salesforce & Microsoft Dynamics), defect trackers (Jira & Confluence) and other categories are or really have moved away from the days of desktop installations.
Desktop installations had pros (speed, security and no internet connection needed) and cons (installation needed, configuration is fiddly and a company device is needed). With desktop installations you needed to have the right software, configuration settings, user/password, company issued device and be on the network for it to work. You couldn't simply download the general software and enter a user/password. Now things have changed for the better or worse depending on your stance – SaaS (software as a service).