Transcript Managed Services

Managed Services
Greg Wheeler, Customer Care Team Manager
Meet Heather!
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Heather is your administrator
Thanks Heather!
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Heather attends large amounts of training
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Sets up complicated import processes and workflows with custom
scripting
Uh oh
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Heather then leaves for a better opportunity with her new skills
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How can you keep these critical systems running?
Solution A: Find a New Heather
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Taxing from HR and management standpoint
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Looking for candidates with OnBase or Kofax administration
experience
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Ramp up time to learn system and configure
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Training takes time and money
Solution B: Managed Services
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Team of trained professionals
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Staffed to respond to incidents and requests
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Provides stability and continuity of service
What is Managed Services?
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New offering from SMC
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Manages the Application(s) that you need
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Expert Administration of your ECM system
Today’s IT Mission
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“Do more with less”
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The business requires more and more services with higher uptime
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IT needs to triage and simplify their responsibilities
Where do we fit in?
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In-house staff
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Staff Augmentation
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>> Managed Services <<
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Outsourced IT
We know the Applications
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Proactively manage your OnBase or Kofax systems to minimize downtime
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We’ve seen and supported hundreds of systems over the years
Benefits
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Low upfront costs, predictable monthly costs
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Operational budget versus capital budget
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We apply Best practices
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Faster resolution of issues
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Less issues == less downtime
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More time to work on other issues!
(Non-obvious) benefits
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Rapid access to missing capabilities and skills
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We have a productivity incentive
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Familiarity with the system
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More sets of eyes for connected systems
Choose the help you need
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Systems Administration
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Monitoring/Alerting (Daily check ups, or more often if needed)
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Light Configuration work
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Preventative Maintenance
Managed Services is good for…
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Quick diagnosis of potential problems in the system
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Keeping services and processes running
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Working with a helpdesk to receive and resolve tickets
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Contacting end users for end user workstation troubleshooting
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Small configuration work
Not a good fit for…
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Upgrades and software distribution (Services projects)
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Maintaining all facets of the system (Operating Systems, hardware,
network, connected systems, etc.)
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Staff Augmentation
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Conversion Work
Our process
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Identify level of service needed
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Identify systems to monitor
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Small discovery process
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Agree on systems to exclude
The future
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Looking to expand product offering
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Active monitoring of services and processes
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Reports
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More comprehensive solution
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Configuration and Professional Services blocks
Questions?