Webinar - Should You Contract Out Your Nonprofit's Tech? IT Assist and Managed Services - 2016-10-11

Should You Contract Out Your Nonprofit's Tech? IT Assist and Managed Services

With Linda Widdop, Tech Impact and Cameron Jones, TechSoup

October 11, 2016

. © TechSoup Global | All rights reserved2

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Presenters

Becky WiegandWebinar Program Manager

TechSoup

Linda WiddopDirector of Technology Services

Tech Impact

Cameron JonesVice President of Technology

Solutions and Services

TechSoup

Assisting with chat: Susan Hope Bard, TechSoup


Objectives

• General understanding of what “managed IT services” means

• Review key options for types of IT management for your organization

• Gain questions to ask and considerations for evaluating managed IT offers

• Learn ways to bring down IT costs through newer technology models

• Hear about IT Assist

• Answer questions!

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About TechSoup


The Need Is Global – And So Are We• TechSoup’s mission is to build a dynamic bridge that enables civil society organizations and social

change agents around the world to gain effective access to the resources they need to design and implement solutions for a more equitable planet.

Countries Served TechSoup Partner Location NetSquared Local Group

Where are you on the map?


www.TechSoup.Global


Our Impact

Together, we build a stronger, more resilient civil society.

$5.4Bin technology products and grants employed

by NGOs for the greater good

35languages used to provide education

and support

100+corporate and

foundation partners connected with the

causes and communities they

care about

6.2Mannual visits to our websites

600,000newsletter

subscribers empowered with

actionable knowledge

79%of NGOs have improved organizational efficiency with TechSoup Global's

resource offering*

*Source: survey conducted among TechSoup members in 2013


Participant PollYour current technology/IT is managed by:

• A dedicated IT team whose full-time job is managed tech

• A single full-time IT person

• A person who manages IT as one part of their overall job

• A person or people with no real IT experience, reacting to problems

• An independent IT contractor

• A managed IT service

• A bunch of managed IT services, responsible for different pieces or components of your IT

• A volunteer

• A board member

• A family member

• No one

• Other (comment in chat)

Managed IT Services, IT Assist, & Outsourcing Your IT SupportHow we are engaging and serving our primary customer segment

Cameron & Linda, August, 2016


IT Support – What It’s Supposed To Look Like

• Maintenance: PC, Server & Network• Remove cookies / Temp files • Defrag hard drives• Update Anti-Virus definitions• Install Windows updates / security patches• Install application updates• Review log files• Check router and Firewall logs• Service printers• Upgrade and replace switches and other networking gear

• Strategic IT Planning• Review current systems and make recommendations for new technologies or solutions• Understand future operational needs and how IT will be called on to support them • Hardware and software inventories and audits on a regular basis to ensure compliance


Supporting the Mess: What Nonprofit IT Support Often Looks Like

• Provides mostly reactive support• Mainly keeps the hardware running• Spends a lot of time chasing down issues• Relies on grants to upgrade systems• Never gets on top of things enough to

think about strategic IT issues


•In house staff that knows a little about IT and is tasked by their peers to fix issues. Also has another full time job with the organization.Accidental Techie

•Organization has an actual staff person who is in charge of IT equipment and activities.In-House IT Staff

•Someone the Accidental Techie can call when things get too complicated. Usually billed as an hourly call to fix a specific problem.

The IT Contractor

•Has a staff of IT people who can be dispatched. Contracts come with a “Bucket of hours” that can be drawn down over a specific timeframe. May also provide some planning services and a helpdesk.

The Firm

•An IT partner for your organization, both supports day-to-day issues, monitors systems, and advises on strategic IT decision making.

Managed Services


What if the Accidental Techie or in-house IT person gets in over their head?


5 Signs You Have Outgrown Your Accidental Techie

• When things go wrong with your IT you either:• Try getting friends/family/board members/volunteers to help out • Hire an expensive consultant which blows your IT budget

• Your IT support strategy is the "break and fix" model – reactive instead of proactive

• Your infrastructure is not being maintained - printers go on the blink; the website keeps going down; email sending is unreliable; your hardware and software is getting old and crashy.

• Your accidental techie staff is spending more time fixing IT problems than focusing on program work and top priorities

• You realize the hourly cost of downtime and operational interruption is so much more than a technician’s hourly rate

• You just want it all to work and not have to think about it!


Changing Times Changing Funder & Community

Expectations Changing Technology Options


Changing Funder and Community Expectations

Way Back“we do good”

Recent“we served 60”

Yesterday“we now serve 84”

Now“helping those 84

also to…”


Way Back Technology

• Desktop computers• Running old software, expensive to replace

• Server• Expensive to purchase, needs maintenance, backup and replacement/upgrade

• Databases• Installed locally, outdated, expensive to purchase/upgrade

• Phone Systems• Don’t get me started – expensive to maintain, limited functionality

• Support• The IT guy working in the server room, keeping old equipment running, trying to keep the

network connected

Way Back“we do good”


Now Technology

• Board and Funders want to support high performing orgs with measurable outcomes.

• Technology needs to support that performance and outcome measurement

• Mobility users are on the go – need access to information• Agility programs are changing – need systems to be flexible• Metrics org, consumer, and community level – need reports and dashboards

Now“helping those 84 also to…”


New Support Needs

• Data drives your business – it is your money maker

• Data systems require a different kind of expertise

• Users need constant training

• Systems require changes

• Someone needs to understand business, billing, metrics to turn data into information


How Does Tech Help? (Hint: it’s in the sky, puffy, and looks like this )• Mobility – users gain access to information hosted on cloud, accessed by

WiFi or mobile device

• Agility – subscribe to cloud systems, onus on vendor to upgrade and adapt to customer requests. Do not need to wait 5 years to replace in-house server and systems.

• Metrics – data systems tuned to provide dashboards and flexible reporting


How Do We Get There?

• Outsource the mundane IT Support

• Invest in a CIO role to guide planning, decisions and budget

• Dive into Data to report outcomes

What Is Managed IT

Service?


Outsourcing the management of all your IT to a third party

Gaining the expertise and support of an entire IT department for less than a full-time staff person

Managed IT Services


Managed IT Services

• Helpdesk

• Managed anti-virus and malware monitoring

• System updates and maintenance

• Server monitoring and alerting system

• System backup

Most managed IT service providers offer some combination of the following services:


The Financial Side of Managed IT Services

• Managed IT services pricing is usually based on the size and complexity of your office, including• Number of seats (computers)• Number of servers• Number of offices or locations

• Prices can vary from $40 to $150 per month per “seat”

• Monthly variation in billing can be driven by• Helpdesk support which is often charged separately or capped• Data backup (the more data you’re backing up daily the more cost)• On-site visits by IT staff

• Contracts are generally for 1 year increments

About TechSoup IT Assist

A managed IT service just for nonprofits


IT Assist• Serves only nonprofits and public libraries

• Provides support services virtually

• Works with existing accidental techies or IT staff

• Offers live, unlimited help-desk support

• Monitors security and performance

• Manages your system and backups

• Regular meetings with a technology expert for advice on: • Strategic technology planning• Hardware and software purchases• Budgeting best practices

• Includes a hardware update program

• Comes with a free one-year TechSoup Boost subscription


The Value Proposition of IT Assist to Our NPO Customers

We are a nonprofit serving only nonprofits and public libraries – we understand your

particular constraints and challenges

We’ve structured the offer to bring the highest quality of service at the lowest price

possible for NPOs.

We help bring down the cost of IT management through migration of servers to

the cloud, less expensive VoIP solutions, and strategic planning for data backup.


www.techsoup.org/it-assist

http://www.techsoup.org/it-assist


Participant Poll

• Are you interested in being contacted to learn more about IT Assist directly?• Yes• No

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Questions?


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Upcoming Webinars and Events

• 10/13: QuickBooks for Religious and Faith-Based Organizations

• 10/18: Is the Cloud Right for You?

• 10/19: Microsoft Azure

• 10/20: Broadband Planning for Libraries: Enough Is Never Enough

• 10/25: Show Your Impact! Introduction to Data Visualization with Tableau

• 10/26: Idealware Technology Planning for Nonprofits and Libraries

• 10/27: What Microsoft's Cloud Services Can Do for Your Nonprofit

• Explore our webinar archives for more!

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Webinar - Should You Contract Out Your Nonprofit's Tech? IT Assist and Managed Services - 2016-10-11

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Transcript of Webinar - Should You Contract Out Your Nonprofit's Tech? IT Assist and Managed Services - 2016-10-11