What's going on in IT? (why SME

1
What's going on in IT?(why SMEs should
outsource)
2
Your Business

• Just want to grow and evolve?
• As you do there are
• New Security Threats
• New Technologies
• New and changing needs and requirements
• New locations
• New competitors targeting you

3
What Do you need?

• Your Current Resources Working to the Benefit of
  your Business
• Highly Available and Functional IT
• Turn it on and it works!
• Your users concentrating on your business not
  IT
• Proactively Prevent Downtime and Eliminate
  Non-Productive Activities
• Desktop Policies, Virus and Spy-ware Prevention
  and Removal, Backup
• Consistency!

4
A short history of maintenance

• 1980s - The decade of the Mainframe
• On-site technicians highly-specialized skills
  required updates and upgrades highly complex.
  Many more technicians than computers.
• 1990s Mainframes and PCs
• Legacy engineers still required on site for
  mainframes
• Emerging technologies (windows and new
  applications) require new skills and more of them
  (PC on every desk)
• 2000 onwards The PC takes hold (power to the
  user)
• Highly complex desktop inefficient delivery of
  software, complex maintenance and highly devolved
  administration. Not enough technicians for all
  the computers, the big companies take the lions
  share of the technicians -where does that leave
  you?

5
I thought outsourcing is just for the big boys?

• Once upon a time it was - EDS, IBM, Fujitsu etc.
• It was too costly and big for small businesses,
  it needed the huge economies of scale to work
• But - If its been done by them its for good
  reason!
• All the lessons have been learnt in big business
  - but now small businesses can benefit from them
• The knowledge and tools are now becoming
  generally available
• The same reasons apply
• Sticking to core business
• Measuring IT spend
• Leaving it to the experts

6
The role of the Internet

• Wide availability of always-on broadband allows
  service providers constant access
• This allows consolidation of services across
  customers, lowering costs
• Less need for costly, time consuming onsite
  visits
• Faster response times
• Wider range of services
• Better quality service constant maintenance

7
The Industry is Changing

• In every offer that you make to a customer,
  instead of articulating it as a product offer,
  articulate it as a service offer. Represent
  yourself and conduct yourself as a service
  provider, not as a product reseller, said
  Geoffrey Moore, in a keynote address at a
  reseller conference.
• (Geoffrey Moore is a managing director with
  TCG Advisors and founder of The Chasm Group. He
  is the author of "Crossing the Chasm," "Inside
  the Tornado," "The Gorilla Game" (with co-authors
  Tom Kippola and Paul Johnson), and most recently
  "Living on the Fault Line," each of which deals
  with a set of management or investor challenges
  posed by fast-changing, technology-enabled
  markets. He is a frequent contributor to business
  periodicals and a speaker at industry
  conferences. )

8
Managed Services The Trend

• John Mahoney, managing vice president for IT
  services and management at Gartner, said "The top
  issues for IT management transformation through
  2008 will be to enable business agility and
  growth, control IT costs, deliver quality service
  and demonstrate value for the business all at
  once," said Mahoney. "The list goes on to include
  moving from owning IT to contracting for business
  service blending technology, process and
  business skills organization-wide and
  maintaining integrity of corporate systems
  despite the invasion of consumer devices into the
  business environment."Mahoney added that the
  massive shift in role and responsibility that
  Gartner foresees will fundamentally change the IT
  organization as it is known today. "We predict
  that by 2008, 50 percent of IT organizations will
  refocus on brokering services and shaping
  business demand, rather than on delivering IT
  services directly," Mahoney said. "Furthermore,
  by 2009 design and management of business
  processes and relationships will supersede
  management of technology as the leading value
  contribution for more than 50 percent of former
  IT organizations in 1 billion-plus enterprises,
  and for more than 30 percent of existing IT
  services businesses."Effective fusion of
  business, technology and business relationships
  will be critical, as Gartner predicts that
  businesses that understand how to generate real
  business advantage from fusing these elements
  will outperform those that do not by at least 15
  percent per year.

9
Unburden your business from IT

• IT has become too complex and costly for small
  businesses to try and do everything in-house. By
  outsourcing core services, this leaves the
  business to focus on critical areas.
• Outsourcing can be done on a tactical basis,
  where ownership for highly business aligned
  services can be retained to enable tighter
  integration - but the bulk of IT can be unburdened

10
What is an MSP?

• Managed Service Provider
• Theyve always been around, but changing and new
  ones emerging
• A business focused on offering services not
  selling software and hardware
• Main offering is an SLA

11
What can automation do?

• A Day in the Life of an IT Technician
• What does he/she do?
• Daily maintenance tasks
• Weekly maintenance tasks
• Monthly maintenance tasks
• Semi annual and annual maintenance tasks
• Automation
• If these tasks are automated by a computer, is it
  likely to remember
• What to do
• When to do it
• Faithfully report success or failure

12
What do you want from an MSP?

• To evaluate and advise your business on IT
  infrastructure
• Assets
• Personnel (IT)
• Users (training)
• A business partner rather than a repair man!
• Automated and reliable service delivery
• Reliance on personnel with checklists does not
  work
• Need machine rigor to drive processes
• The MSP using technology not just talking about
  it!
• Commercial flexibility
• Predictable Monthly charges
• Different packages to suit your business
• No commitment- if you like it, you pay

13
Can I afford it?

• Gartner Group
• Cost of an Unmanaged XP machine over 3 years
• 5309
• Cost of a Managed machine over 3 years
• 3335
• Cost Savings of a Managed Machine
• 1974
• Mr./Ms Customer, what would you spend to save
  660 per pc per year? (e.g. 40 per pc per
  month?)
• Remember this is just buying and maintaining
• Can you afford NOT to?
• as reported in CMPs Network Computing magazine
  Page 34, 9/2/2004 issue

14
What benefits should I see?

• Predictability
• Cash flow
• Service availability
• Efficiency
• You can Focus on your business
• Using you IT spend more effectively
• Real Communication
• Onsite visits about business, not nuts and bolts
• Real visibility of IT effectiveness
• Reliability
• Less problems
• Quicker response
• Growth
• IT can grow with the business without huge
  capital outlay
• Increased Profitability
• Utilization and doing more with less

15
What do I need to consider?

• MSPs using modern tools
• such as Kaseya to automate, and report on, many
  of the mundane activities - freeing up quality
  time to properly service customers and their
  environments
• Provide as much service as possible over
  immediate, low cost channels such as the Internet
• The key is an SLA
• the SLA is the key to a successful partnership

16
Typical Services - Servers

• Patch Management
• SQL Server, Exchange, IIS, OS
• Virus Definition Management
• Backup Management
• Disk/Partition Management
• Service Monitoring and Notification
• Event/Application and Security Log Monitoring
• Disaster Recovery

17
Typical Services - Workstations

• Patch Management
• Virus Management
• MSP Remote Control
• Security Event Monitoring
• System Event Monitoring
• Application Event Monitoring
• Application Addition/Change Management
• Desktop Policy Enforcement
• Asset Management
• Report Generation

• Spyware Management
• Bandwidth Usage and Reporting
• Hardware Change Management
• End-User Remote Access
• Disk/Partition Management
• Backup and Recovery
• Application Deployment
• Third Party Application Support Coordination
• File Synchronization

18
So what is a Service Level Agreement (SLA)?

• A partnership, not a support contract
• SLA is not a whipping stick, but a way to measure
  the success of the relationship for both of you
• A Long Running Transaction
• It needs to be tracked and measured
• Clearly Defined
• What is included
• What is not included
• Measurable
• Communication
• Clear and consistent reporting
• The service is nothing without it

19
(No Transcript)
20
What not to wear

• Unclear or No SLA
• No Service Delivery Mechanism
• Little to No Communication
• No Reporting or measurement
• Unpredictable cost (one off charges)

21
Outsource today

• How much could your business improve with the
  right IT partner
• How much could you be saving by outsourcing?
• How much more productive could your staff be with
  reliable technology?
• Just want to remove that huge burden?
• Start looking for the right partner today!

22
Thanks for Listening