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?
Rowland Litchford Associates
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Your Managed Services Provider
Keen Computer Solutions
Rowland Litchford Associates
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The Management Concern
Traditional Outsourcing vs
Externally Managed ServicesVs
Internally Managed Services
Rowland Litchford Associates
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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
Rowland Litchford Associates
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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.
Rowland Litchford Associates
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Operational Capabilities:
Backup ProceduresBackup Verification
Network ManagementServer AdministrationStorage AdministrationWorkstation Administration
Security Software Distribution Maintenance Control
Rowland Litchford Associates
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Additional Capabilities:
Asset Discovery (Audit) User Support (Helpdesk)Data Assurance Patch Distribution Reporting Software Distribution Virus & Spam Protection
Rowland Litchford Associates
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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Identify outdated or failing systemsIdentify components risking failurePlan upgrades pro-activelyPlan replacements before failureEliminate most “emergencies”Eliminate most “lost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”
Rowland Litchford Associates
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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.
Rowland Litchford Associates
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PC Inventory / Computer Audit:
Complete computer inventoryComplete software licence inventoryScheduled LAN and usage auditsFully automated and always up-to-date
Rowland Litchford Associates
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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
Rowland Litchford Associates
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Network Monitoring / Alerts Instant notification for: hardware changessoftware changespolicy violationslow disk spaceunapproved network accessnew devices on the LANand etc.
Rowland Litchford Associates
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Windows Event Monitoring / Alerts
Remotely monitor: Windows systems event log
application event logsecurity event log user defined alerts
Rowland Litchford Associates
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Software Installation / Update:
Complete software installations
Software updates across the organization
Easier and more flexible than other solutions
Rowland Litchford Associates
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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
Rowland Litchford Associates
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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
Rowland Litchford Associates
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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
Rowland Litchford Associates
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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.
Rowland Litchford Associates
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Realistic Economies of Scale:
Managed Services leverages economies of scale, expertise and automated operations
Rowland Litchford Associates
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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.
Rowland Litchford Associates
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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.
Rowland Litchford Associates
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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.
Rowland Litchford Associates
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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
Rowland Litchford Associates
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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
Rowland Litchford Associates
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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
Rowland Litchford Associates
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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
Rowland Litchford Associates
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Is Managed Services a “panacea” for all the ills of IT?
MAYBE!
Think about the benefits for your operations!
Rowland Litchford Associates
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Realistically better:Controlling budgets
Controlling expenditures
Controlling user expectations
Controlling reliability
Controlling upgrades
Controlling downtime
Rowland Litchford Associates
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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!
Rowland Litchford Associates
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Rowland Litchford Associates
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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Rowland Litchford Associates