IT Managed Services. Agenda

Transcription

1 IT Managed Services Agenda Introduction IT Challenges Problems with Traditional Approaches What is Managed Services The Benefits of Managed Services How it Works Q & A

2 IT Challenges No Structured Support Process Speed and quality of incident resolution suffer Managing IT Costs Allocation and budgeting for IT support costs Lack of Information No visibility into network stability, security and performance Risk and Exposure Security vulnerabilities Data loss or theft Chaotic Approach Little analysis, only firefighting Frustrations with Traditional IT Frustration Time to fix Takes too long to respond and fix problems Too many cooks Lack of consistency in people, approach, procedures and skill Knowledge level Need a senior engineer s help, but get a junior technician Repeat problems The same issues occur again and again Causes Insufficient troubleshooting information Getting a technician onsite to diagnose and fix problems takes time Varying technicians and companies conduct service Lack of information impedes early diagnosis and resource allocation Poor incident tracking and trending

3 Remediation Cost The Wrong Approach Network Issue Example: Server failure at a 20 user Firm Hour 1: Client reports incident to provider Hour 2: Provider dispatches technician onsite Hour 3: Technician begins diagnosis of the issue Hour 4: Technician escalates to Senior engineer Hour 6: Sr. engineer arrives at client site and begins a 2 hour remediation End of Hour 7: Incident resolved Total Billable Time: 7 hours Total Client Downtime: 7 hours Remediation Cost The Right Approach Network Issue Example: Server failure at a 20 user Firm Hour 1: NOC receives incident from provider agent Hour 2: Technician diagnoses issue, and immediately escalates to Senior engineer Hour 3: Sr. engineer begins a 2 hour remediation End of Hour 4: Incident resolved Total Billable Time: 4 hours Total Client Downtime: 4 hours

4 Remediation Cost Comparison Wrong Approach 7 hours of billable provider $185/hr Cost = $1,295 7 hours of client $500/hr Productivity loss = $3,500 Right Approach 4 hours of billable provider $185/hr Cost = $740 4 hours of client $500/hr Productivity loss = $2,000 Total Incident Cost: $4,795 Total Incident Cost: $2,740 The Solution Managed Services Essential monitoring Structured response Constant information from the network Higher level of customer service Ability to identify root issue causes Rapid troubleshooting Ability to pick and choose services included Customized specifically to your business needs

5 What is Managed Services? Managed Services are the proactive management of an IT asset or object, by a third party on behalf of a customer. Technician Alert/Notify Dashboard / Report Customer Monitor Remote Control Manage / Automate Interoperate

6 Managed Services How It Works Customer Network Network Monitoring Services Response and Monitoring: Information about performance, predictive failure and trending Network (LAN,WAN,VPN) Server hardware and OS Business applications Security notifications Asset reporting Desktop performance Other Services: SPAM filtering Anti-virus Backup Preferred customer rates Managed Services Benefits Dramatically reduces issue identification and diagnosis Reduces incident duration Reduces remediation expense Less lost productivity and downtime Early issue detection Early detection of impending issues means we resolve many issues before they can affect your network and employee productivity Access to an expert IT staff Savings by outsourcing to professional IT organization No need to hire and manage costly internal IT staff Focus on your core competence and not your network Cost control by allowing you to select only the services needed Pick and choose the services relevant to your business

7 Managed Services About 24x7 performance monitoring of your key devices, applications and IT resources Selection of optional components Remote and onsite response services Rapid diagnosis using monitoring data Call response priority over standard customers Reporting and analysis Greater transparency into IT performance Is Managed Services Right For You?

8 Smaller Organization / Non Profit No IT staff relies on volunteer or ad hoc service No budget for IT find money when something comes up Making due with what we have Overall reactive to tech We don t actually have a technology budget. Unfortunately, we operate under the if it breaks, it s replaced business model. We pay for it and then figure out how to cover it. Medium Organization Accidental Techie on staff usually the person that knew how to unjam the printer, etc No IT budget rely on donations and ad hoc purchases from big box stores Contact the IT guy for service either pay asyou go or retainer Reactive to tech purchases

9 Large Organization IT person on staff tasked with doing everything related to tech No Service Desk tools in place IT budget based on hardware refresh with input from tech staff Contract large projects to outside firm(s) Some planning in place not reactive, but not proactive either Managed Services Details Core Features Essential Monitoring Essential Reporting Essential Support Select Options Endpoint Security Manager Performance Monitoring Performance Reporting Device Maintenance Patch Management Application Monitoring License Compliance Report Backup Monitoring Printer Monitoring Description Monitoring desktops, servers, and other network devices for any issues that may arise. Basic summary reports provide insight to existing hardware or trending issues. Basic remote support available to customers at a discounted hourly rate. Description A complete security management system, including: anti-virus, anti-spyware, and anti-malware management, application licensing management, intrusion prevention, security policy management, and customized security reports. In-depth monitoring of servers, workstations, and network devices. Regular CIO meetings to review customized reports, overall network health, and strategic IT planning. Basic automated maintenance and self-healing solutions applied to servers, workstations and network devices. Monitoring and management of patch levels; ensuring desktops, servers, and other core network devices are kept up to date. Monitoring availability, Outlook web access, SQL Database, and Terminal Services. Reports outlining compliance with application licensing requirements. Monitoring the success or failure of data backup. Monitoring printers to keep track of page count and toner levels

10 Essential Monitoring, Reporting and Support 24x7 Monitoring of selected devices alerts us to impending problems and allows for thorough analysis of issues. Reporting on existing hardware and trending. Priority Response over non-contract customers. Avoid many disruptive incidents and reduce remediation times. Build data for trending and analysis. Comprehensive, efficient support when and where you need it. Endpoint Security Manager Security Services A complete security management system including A/V, anti-spyware, and anti-malware management, application licensing management, intrusion prevention, security policy management, and security management reports. A secure perimeter, safe data and ongoing security updates and feedback

11 Performance Monitoring & Reporting Performance Monitoring In-depth monitoring of key network elements and applications alerts us to impending problems and allows for thorough analysis of issues. Avoid many disruptive incidents and reduce remediation times. Build data for trending, analysis and strategic planning. Performance Reporting Regular scheduled CIO meetings to review overall network health and strategic planning. Have an expert review you current network health and provide expert advice on improvements and planning for the future. Device Maintenance Self Healing Scripted healing solutions applied to network to automatically resolve found issues. Automatic resolution of issues allow network to remain stable

12 Patch Management Patch Management Monitoring patch levels and applying appropriate patch updates. Ensures devices are kept up to date resulting in less issues and downtime. Application Monitoring & License Compliance Application Monitoring Monitoring what applications are installed on what devices. Determine which devices have non-compliant or unapproved software running on it that could be taking up valuable network resources or impeding employee productivity. License Compliance Report outlining unused and overused licenses. Ensures correct license compliance - either how many licenses need to be purchased or which machines have software that needs to be removed

13 Backup & Printer Monitoring Data Backup Services Monitored data backup solution. Ensures your backup solution is operating properly and your data has essential protection. Printer Monitoring Monitor printer page count and toner levels. Aids in supply planning and usage. Can You Afford Not To? Increase System uptime and performance Staff productivity Transparency into IT performance Depth of support services Issue resolution quality Reduce Security exposure Risk of catastrophic data loss Downtime and lost productivity costs

14 Thank you Joe DeLuca