Managed services rla 2011 a (1)

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"If you have knowledge, let others light their candles with it."

Sir Winston Churchill once said,

An Introduction to Managed Services

Rowland Litchford Associates

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MaintenanceServices

ProfessionalServices

OtherBusiness Services

ManagedServices

Tracks for Outsourced Enterprise Services:

The Managed Services Track

Through the designated Managed Services Provider

Why Managed Services?


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Your Managed Services Provider

Keen Computer Solutions


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The Management Concern

Traditional Outsourcing vs

Externally Managed ServicesVs

Internally Managed Services


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Traditional - Outsourcing IT Management:

IT organization outsourcedTransferred to a third party

Loss of direct controlLack of direct cost evaluation

Staffing and relationship problemsAd-hoc billing without information


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Managed Services:Make your organization agile and fit

by proactive selective outsourcing of just the technical functions.

IT infrastructure maintenance.Use as “on demand” & “just-in-time.

Retain control - stabilize budgets/costs.Manage change – hardware & software.


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Operational Capabilities:

Backup ProceduresBackup Verification

Network ManagementServer AdministrationStorage AdministrationWorkstation Administration

Security Software Distribution Maintenance Control


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Additional Capabilities:

Asset Discovery (Audit) User Support (Helpdesk)Data Assurance Patch Distribution Reporting Software Distribution Virus & Spam Protection


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Effective Change Management:

Identify outdated or failing systemsIdentify components risking failurePlan upgrades pro-activelyPlan replacements before failureEliminate most “emergencies”Eliminate most “lost productivity”Improve the “user experience”


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Reporting:

Conditional on services contracted.Standard monthly printed.

Can be based on chosen benchmarks.Can vary with sites/locations.Includes all selected options.


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PC Inventory / Computer Audit:

Complete computer inventoryComplete software licence inventoryScheduled LAN and usage auditsFully automated and always up-to-date


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PC Remote Control / Remote Support: Access computers remotely from anywhere

Secure and configurable

Access PCs behind firewalls and NAT

Possible Help Desk with live discussion


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Network Monitoring / Alerts Instant notification for: hardware changessoftware changespolicy violationslow disk spaceunapproved network accessnew devices on the LANand etc.


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Windows Event Monitoring / Alerts

Remotely monitor: Windows systems event log

application event logsecurity event log user defined alerts


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Software Installation / Update:

Complete software installations

Software updates across the organization

Easier and more flexible than other solutions


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Help Desk / Trouble Ticketing: Included:Complete integrated trouble ticketing. User and administrator create/update. Policy based notification. Optional:Built in online chat for support personnel and users


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Patch Management

Fully automated security patches scan, patch deployment and history with the click of a mouse. Scalable, secure, configurable

and location independent


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Network Policy Enforcement: Monitor network usage by machine and by

application. Define policies and limit network access to

only approved applications Option1: Externally by your provider Option2: Internally by your own staff


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Realistic End User Size:Small to mid-sized companies and organizations should be flocking to the managed services modelIt helps to reduce costsPro-actively improves availability performance and securityDoes not need additional in-house skills and resources when outsourced.


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Realistic Economies of Scale:

Managed Services leverages economies of scale, expertise and automated operations


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Delivery Requirements:

Managed Services can be delivered in data centers, or remotely at a company’s facilities. Businesses can select the Managed Services that best complement their own IT requirements.


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Requirements:

Identify your operational needs. Clarify your business requirements. Define user expectations.Define detailed IT requirements.

Involve us from square one:to assist and advise decision making.


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The Maintenance Contract:

Separate from Managed Services.An approved maintenance supplier.Able to work with remote management.Agreed parts standards.Agreed time charges.May be negotiated separately.Agreed service levels possible.


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The Managed Services Contract:

Administered by the provider.A remote on line service.A schedule of services.Management reporting.Pro-active information.Daily/weekly/monthly targets.Defined User Support.Usually called the Service Level Agreement


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End User Pricing:

Conditional on services contracted.Standard monthly/annual rates.Based on number of systems.Can vary with sites/locations.May depend on selected options.NEW: External provider or DIY is available


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Major User BenefitsProactively managed service solutions for critical IT systems: minimizing downtime minimizing related costsreducing on-site emergency support calls managing risk and improving efficiencieslowering IT security risksoptimizing managed IT services at a lower costpredicting budgets more accuratelyminimal disruptions of day-to-day operationsadded value across organizational functions


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Other Significant User Benefits

Benefits over and above cost reduction:

regulatory compliancebetter alignment of IT functions with business goalsreduced deployment timesbetter serviced and happier user community


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Is Managed Services a “panacea” for all the ills of IT?

MAYBE!

Think about the benefits for your operations!


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Realistically better:Controlling budgets

Controlling expenditures

Controlling user expectations

Controlling reliability

Controlling upgrades

Controlling downtime


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Is this just “Preventative Maintenance” by another name?

NOIs this is an intelligent, proactive, cost effective way to avoid disasters and control costs?

Definitely YES!


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Do your Managed Services Project right!Get help with planning.

Do complete network audit.Clean up old worn out or damaged gear

Get adviceFor a DIY approach get training and help

We can help you

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