Post on 20-Jan-2016
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Managed ServicesWhat It Is, What It Isn’t, and How We Can Help
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Who Are We?
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The Managed Services Group At-a-Glance
Reliable Options
Contract out one, some, or all services
LIFECYCLE MOBILEProactive Maintenance, Management, and Services -Repair & Spare Pool Services
STAGE MOBILEExpert roll-out & configuration services of enterprise mobile devices, MDM & BYOD strategies
WLAN PROJECT SERVICESEnd-to-End wireless network design, including site surveys, installation, configurations and network integrity checks
WLAN MANAGED SERVICESWireless network maintenance, management, security monitoring and repair services
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-Updates to hardware, applications, firmware, etc.-Defined client/provider service matrix-Hardware refreshes, swaps and services-Ongoing reporting of performance
Proactive Maintenance
-Network and mobile device integrity checks-Mobile Device configurations, including BYOD-Wireless network optimization-Expert installation and deployment services
Workforce Technology Optimization
-Mobile device geo-tracking for theft deterrence-Wireless network platform security-Mobile device management-Technology optimization through monitoring
Real-Time Monitoring
-First level diagnostics with analysis and reporting-Management of manufacturer authorized “Break/Fix” services-Spare pool services-Incident, problem, change, and service management support services
Support and Repair Services
Pillars of Managed Services
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Monitoring Support Services
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Tier 2 & 3 SupportEnd-to-End
Resolution of all Device Issues referred from
Customer’s Tier 1 Support Help Desk
Ticketing and Logging
Detailed Reporting and Analysis of
Incidents effecting the Availability and
Utilization of all Devices
Monitoring and Prevention
Minimize Operational
Downtime by available 24/7
Device Monitoring
Package DevelopmentFirmware, Patch Management,
Customer Software Updates to Mobile
Devices
MDM ManagementConfigure and
Maintain Mobile Device Management Tools such as SOTI or
Airwatch on all Devices
Mobile Device Managed Support
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Device StagingComprehensive
Builds of Customer Software “Golden Image” for each
Device Tested and Deployed to Field.
03 04 05 06
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WLAN Managed Support
ConfigureController ConfigurationWireless ConfigurationWireless Intrusion Platform Configuration
MonitorEquipment Monitoring for Problems & AlarmsWireless Intrusion MonitoringEvent Monitoring In Case of Incident
ReportTicketing and Logging of all WLAN IssuesIncident VerificationsDetailed Resolution Descriptions
ManageEquipment Firmware Updates Management
Vendor Software ManagementNetwork Integration & Preventative
MaintenanceTesting and Deployment
Troubleshoot & DiagnoseDetect Events Remotely
Determine Actionable ResponsesProactive Network Disaster Recovery Plans
Tier 2 & 3 Helpdesk SupportCustomer IT Helpdesk Support
Tier 2 & 3 Support on Escalated TicketsEnd to End Resolution on all Support Requests
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Maintenance/Repair Management
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Maintenance/Repair Management
• RMA Management of all devices under warranty• RMA Creation• RMA Tracking• Warranty/Contract Tracking
• Spare Pool Management• Required 5% of Field Devices • Same Day Shipping with
“Golden Image”• Repair Creation/Tracking
Support and Repair Services-First level diagnostics with analysis and reporting-Management of manufacturer authorized “Break/Fix” services-Spare pool services-Incident, problem, change, and service management support services
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Incident Management
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Incident Management
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Return on InvestmentConsiderations
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How your Operation Benefits with M.S.
Hiring Resources vs Managed Services-IT recruiting today is difficult and time consuming-Finding expert services in wireless network and workforce devices even more difficult-Save thousands on M.S. vs hiring full time staff-Onboarding new staff to your systems in place isn’t a quick and easy process – plus pay-per-day-You hire a team of experts with M.S. vs individuals!
Watchdog Security-Dedicated 24/7 security personnel-Real time threat monitoring-Responsiveness: Notifications of incidents as they happen
Proactive maintenance & managementUpdates, refreshes and technology swaps done on time and by schedule without involving clients
Familiarity; Tech, Processes & Industry
-Less time needed to address/complete request-Expert installations vs “going it alone”
-Expert support & maintenance vs “figuring it out”
Turn the Resources TideKeep your staff engaged on your tasks..
Intensive Care, On Demand–24/7 or 8/5 support
-Thorough business analysis-Real-time network and device
monitoring-Remote and On-site services available
-Contract services based on needs-Repairs with M.S. seamlessly completed
Minimize/Eliminate DowntimesManaged Services only has a focus on their
contracted services vs the many initiatives of IT teams
Optimized Technology = stronger, faster, smarterYour team’s tech stays reliable and is optimized to peak performance levels for a better ROI on your investments
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How Managed Services reduces operating cost
46% of managed services users (CompTIA Survey, 2015) noted 25% or more in annual cost savings50% in the same study saved up to 24%
WHAT’S YOUR OVERALL ROI???
Access to Experts without Hiring Pressures -Only 3.5% of tech professionals are out of work.-1-3 years experience avg. salary: $46,315-National avg. salary for IT professionals: $81,327
IT Costs Rising3.1% = the average rise of IT costs in 2014 (see image)Cost of an MC 55: $2000Fix-By-Incident Repair for an MC 55: $700
Security Breach ImpactsSmall Business Losses: $38,000Large Business Losses: $824,750…not including addition of preventative services
Eliminate other services in placeWe have saved one of our partners
$218,310 vs previous arrangements
Productivity Increases72% of Companies of 100+ employees reassigned IT teams to other projects after managed services were contracted
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Other Operational Considerations
• Additional Internal IT Team Considerations:• Gain expertize from a managed services collaboration• Proactive notifications to IT teams• Performance measurements can positively impact decision making• Revenue generating activities can get more attention• “Low hanging Fruit” tasks can be offshored• Network and device security is stronger with more resources in place
• …and the sophistication of attacks are tougher everyday• …and managed services stays abreast on the latest security technologies and trends
• Services can be cyclical… and can be organized to only impact IT teams if action is needed• Consulting anytime, anywhere – fix issues yourself!
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A break/fix example…“Device failure can annually cost $2000-$3000 per device”MC55 Avg. Cost: +/- $2000 (depending on provider)
Using a manufacturer or one-time repair model:Repair & Service Costs: $700-$1000 (Flat Rate)Typical Warranty Repair Turn-Around: 15-20 daysTime it Actually Takes To Repair: 10 days**You’re losing half/almost half the value with one repair, not including downtime!
But, your repair cost under a ScanOnline Managed Services SLA (Contracted):1-100 Devices: $15.00 annually per device101-500 Devices: $12.50 annually per device500+ Devices: $10.00 annually per deviceIn-House Repair Turn-Around Time(Avg.): 2-7 Days
You can cover 50 devices @ $750 – only $50 more than the cost of fixing one device!…and spare pool devices options are available with your apps pre-loaded to keep devices in hand.
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…and what downtime cost
The average cost of a typical (non security breach) 1 hour wireless network downtime period is…
$100,000Some Factors Include:-Loss of sales-Employee labor costs-Lost/damaged data-Restarting/restoring operations-Professional services cost-Any cost around reassigning resources-Customer dissatisfaction/reputation damage
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Sources:CompTIA; “4th Annual Managed Services Trend’s Study”: https://www.comptia.org/resources/4th-annual-trends-in-managed-services
Datalogic: “Handheld Computers: Repair or Replace? Analyzing the Decision for Best ROI”:http://supplychainservices.com/files/3513/1249/7183/Repair_replace_DLMSupplyChain_cobranded.pdf
Gartner, Inc. “Gartner Says Worldwide IT Spending on Pace to Reach $3.8 Trillion in 2014”:http://www.gartner.com/newsroom/id/2643919
InfoWorld: “The 10 U.S. cities with the highest IT salaries -- and 10 more on the move”:http://www.infoworld.com/article/2613550/it-jobs/the-10-u-s--cities-with-the-highest-it-salaries----and-10-more-on-the-move.html
Information Technology Intelligence Consultants: “2013-2014 Technology Trends and Deployment Survey”:http://www-01.ibm.com/common/ssi/cgi-bin/ssialias?infotype=SA&subtype=WH&htmlfid=IML14388USEN
Kaspersky Labs: “Businesses report losing up to half a million US dollars due to a security breach”:http://www.kaspersky.com/about/news/business/2015/businesses-report-losing-up-to-half-a-million-US-dollars-due-to-a-security-breach
PwC’; “The Global State of Information Security Survey 2016”:http://www.pwc.com/gx/en/issues/cyber-security/information-security-survey/download.html
US Bureau of Labor Statistics:http://www.bls.gov/data/
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Questions?