What It I s What I t Isnt and How We Can Help Who Are We The Managed Services Group AtaGlance Reliable Options Contract out one some or all services LifeCycle Mobile Proactive Maintenance Management and Services ID: 579467
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Slide1
Managed Services
What It
I
s, What
I
t Isn’t, and How We Can HelpSlide2
Who Are We?Slide3
The Managed Services Group At-a-Glance
Reliable Options
Contract out one, some, or all services
LifeCycle
Mobile
Proactive Maintenance, Management, and Services -
Repair & Spare Pool Services
Stage Mobile
Expert roll-out & configuration services of enterprise mobile devices, MDM & BYOD strategies
WLAN
PRoject
Services
End-to-End wireless network design, including site surveys, installation, configurations and network integrity checks
WLAN Managed Services
Wireless network maintenance, management, security monitoring and repair servicesSlide4
-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 servicesSupport and Repair Services
Pillars of Managed ServicesSlide5
Monitoring Support ServicesSlide6
Tier 2 & 3 Support
End-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 Development
Firmware, Patch Management, Customer Software Updates to Mobile Devices
MDM Management
Configure
and Maintain Mobile Device Management Tools such as SOTI or
Airwatch
on all Devices
Mobile Device Managed Support
01
02
Device Staging
C
omprehensive Builds of Customer Software “Golden Image” for each Device Tested and Deployed to Field.
03
04
05
06Slide7
WLAN Managed Support
Configure
Controller Configuration
Wireless Configuration
Wireless Intrusion Platform Configuration
Monitor
Equipment Monitoring for Problems & Alarms
Wireless Intrusion Monitoring
Event Monitoring In Case of Incident
Report
Ticketing and Logging of all WLAN Issues
Incident Verifications
Detailed Resolution Descriptions
Manage
Equipment Firmware Updates Management
Vendor Software Management
Network Integration & Preventative Maintenance
Testing and Deployment
Troubleshoot & Diagnose
Detect Events Remotely
Determine Actionable Responses
Proactive Network Disaster Recovery Plans
Tier 2 & 3 Helpdesk Support
Customer IT Helpdesk Support
Tier 2 & 3 Support on Escalated Tickets
End to End Resolution on all Support RequestsSlide8
Maintenance/Repair ManagementSlide9
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 servicesSlide10
Incident ManagementSlide11
Incident ManagementSlide12
Return on Investment
ConsiderationsSlide13
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 & management
Updates, 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 Tide
K
eep 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 Downtimes
Managed Services only has a focus on their contracted services vs the many initiatives of IT teams
Optimized Technology = stronger, faster, smarter
Your team’s tech stays reliable and is optimized to peak performance levels for a better ROI on your investmentsSlide14
How Managed Services reduces operating cost
46%
of managed services users (CompTIA Survey, 2015) noted
25%
or more in annual cost savings
50%
in the same study saved up to 24%
What’s your Overall ROI???
Access to Experts without Hiring
P
ressures
-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 Rising
3.1%
= the average rise of IT costs in 2014 (see image)
Cost of an MC 55:
$2000
Fix-By-Incident Repair for an MC 55:
$700
Security Breach Impacts
Small Business Losses:
$38,000
Large Business Losses:
$824,750
…not including addition of preventative services
Eliminate other services in place
We 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 contractedSlide15
Other Operational Considerations
Additional Internal IT Team Considerations:
Gain expertize from a managed services collaboration
Proactive notifications to IT teamsPerformance 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 neededConsulting anytime, anywhere – fix issues yourself!Slide16
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 S
ervices SLA (Contracted):1-100 Devices: $15.00 annually per device101-500 Devices: $12.50 annually per device
500+ 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.Slide17
…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 damageSlide18
Sources:CompTIA; “4
th 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/2643919InfoWorld: “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.htmlInformation 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=IML14388USENKaspersky 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-breachPwC’; “The Global State of Information Security Survey 2016”:
http://www.pwc.com/gx/en/issues/cyber-security/information-security-survey/download.htmlUS Bureau of Labor Statistics:http://www.bls.gov/data/Slide19
Questions?