Transcript Slide 1

IT Solutions
More Reliable Networks Are Our Business
Robert Sweet
[email protected]
Tel: 714.728.0014
Copyright © 2011 Integrated Technology Systems All rights reserved.
Today’s Agenda
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Introduction
IT Challenges
Problems with Traditional Approaches
Details of the Select IT Solution
The Benefits of Select Support
How it Works
Q&A
Copyright © 2011 Integrated Technology Systems All rights reserved.
About Us
• Pre-eminent Managed Service Provider
– “Provide organizations with predictable, business-
focused IT services that optimize operations,
manage risk and deliver measurable business value
to our customers.”
• Experience
– 11 years in operation
– Focus on providing full service
• Comprehensive Services Offerings
– Fully Managed Services, worry free service.
– Select Services, optimized for specific organizations needs.
• Capable
– Infrastructure Design and Implementation
– Server/Workstation Installation and Maintenance
– Wiring and CCTV to corporate identity.
Copyright © 2011 Integrated Technology Systems All rights reserved.
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’
Copyright © 2011 Integrated Technology Systems All rights reserved.
Frustrations with Traditional IT Services
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
Copyright © 2011 Integrated Technology Systems All rights reserved.
Remediation Cost – The Wrong Approach
Network Issue Example:
• Server failure at a 20-user law firm
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Hour 1: Client reports incident to provider
Hour 2: Provider dispatches technician onsite
Hour 3: Technician begins diagnosis of the issue
Hour 4: Technician leaves to get 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:
Total Client Downtime:
7 hours
7 hours
Copyright © 2011 Integrated Technology Systems All rights reserved.
Remediation Cost – The Right Approach
Network Issue Example:
• Server failure at a 20-user law firm
– Hour 1: Client reports incident to provider
– Hour 2: Technician diagnoses issue, but must
escalate to senior engineer
– Hour 3: Sr. engineer begins a 2-hour remote
remediation
– End of Hour 4: Incident resolved
Total Billable Time:
Total Client Downtime:
4 hours
4 hours
Copyright © 2011 Integrated Technology Systems All rights reserved.
Remediation Cost – Comparison
Wrong Approach
Right Approach
7 hours of billable provider time
@ $110/hr
4 hours of billable provider time
@ $110/hr
Cost = $770
Cost = $440
7 hours of client downtime
@ $500/hr
4 hours of client downtime
@ $500/hr
Productivity loss = $3,500
Productivity loss = $2,000
Total Incident Cost: $4,270
Total Incident Cost: $2,440
Copyright © 2011 Integrated Technology Systems All rights reserved.
The Solution – Select Services
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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
Copyright © 2011 Integrated Technology Systems All rights reserved.
Select 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 O/S
• Business applications
• Security notifications
• Asset reporting
• Desktop performance
Other Services:
• SPAM filtering
• Anti-virus
• Backup
• Preferred customer rates
Service Desk:
• Remote Network Support
• Technician Dispatching
• Emergency Support
• End-User Helpdesk
Copyright © 2011 Integrated Technology Systems All rights reserved.
Select Solution – 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
Copyright © 2011 Integrated Technology Systems All rights reserved.
Select Solution – About
• Select Services Solution:
– 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
Copyright © 2011 Integrated Technology Systems All rights reserved.
Select Solution Details
Core Features
Description
Essential Monitoring
Monitoring desktops, servers, and other network devices for any issues that may arise.
Essential Reporting
Basic summary reports provide insight to existing hardware or trending issues.
Essential Support
Basic remote support available to customers at a discounted hourly rate.
Select Options
Description
Endpoint Security Manager
A complete security management system , including: anti-virus, anti-spyware, and antimalware management, application licensing management, intrusion prevention, security
policy management, and customized security reports.
Performance Monitoring
In-depth monitoring of servers, workstations, and network devices.
Performance Reporting
Regular CIO meetings to review customized reports, overall network health, and
strategic IT planning .
Device Maintenance
Basic automated maintenance and self-healing solutions applied to servers,
workstations and network devices.
Patch Management
Monitoring and management of patch levels; ensuring desktops, servers, and other core
network devices are kept up to date.
Application Monitoring
Monitoring email availability, Outlook web access, SQL Database, and Terminal
Services.
License Compliance Report
Reports outlining compliance with application licensing requirements.
Backup Monitoring
Monitoring the success or failure of data backup.
Printer Monitoring
Monitoring printers to keep track of page count and toner levels.
Copyright © 2011 Integrated Technology Systems All rights reserved.
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 noncontract customers.
BENEFITS
Avoid many disruptive incidents
and reduce remediation times.
Build data for trending and
analysis. Comprehensive,
efficient support when and
where you need it.
Copyright © 2011 Integrated Technology Systems All rights reserved.
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.
BENEFITS
A secure perimeter, safe
data and ongoing security
updates and feedback.
Copyright © 2011 Integrated Technology Systems All rights reserved.
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.
BENEFITS
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.
BENEFITS
Have an expert review you current network
health and provide expert advice on
improvements and planning for the future.
Copyright © 2011 Integrated Technology Systems All rights reserved.
Device Maintenance
Self Healing
Scripted healing solutions
applied to network to
automatically resolve found
issues.
BENEFITS
Automatic resolution of issues
allow network to remain
stable.
Copyright © 2011 Integrated Technology Systems All rights reserved.
Patch Management
Patch Management
Monitoring patch levels and
applying appropriate patch
updates.
BENEFITS
Ensures devices are kept up
to date resulting in less
issues and downtime.
Copyright © 2011 Integrated Technology Systems All rights reserved.
Application Monitoring & License
Compliance
Application Monitoring
Monitoring what applications are
installed on what devices.
BENEFITS
Determine which devices have noncompliant 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.
BENEFITS
Ensures correct license compliance either how many licenses need to be
purchased or which machines have
software that needs to be removed.
Copyright © 2011 Integrated Technology Systems All rights reserved.
Backup & Printer Monitoring
Data Backup Services
Monitored data backup
solution.
BENEFITS
Ensures your backup
solution is operating
properly and your data has
essential protection.
Printer Monitoring
Monitor printer page count
and toner levels.
BENEFITS
Aids in supply planning and
usage.
Copyright © 2011 Integrated Technology Systems All rights reserved.
Can You Afford Not To?
• Increase
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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
Copyright © 2011 Integrated Technology Systems All rights reserved.
Next Steps
• Trial program
• Solution proposal
Copyright © 2011 Integrated Technology Systems All rights reserved.
Thank you
Select Services and Fully Managed Services
Copyright © 2011 Integrated Technology Systems All rights reserved.