Managed Services Managed Services

Managed Services - PowerPoint Presentation

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Uploaded On 2017-08-16

Managed Services - PPT Presentation

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

management services managed repair services management repair managed support amp device security devices network monitoring cost mobile time wireless




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Managed Services

What It


s, What


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



Proactive Maintenance, Management, and Services -

Repair & Spare Pool Services

Stage Mobile

Expert roll-out & configuration services of enterprise mobile devices, MDM & BYOD strategies




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


and Maintain Mobile Device Management Tools such as SOTI or


on all Devices

Mobile Device Managed Support



Device Staging


omprehensive Builds of Customer Software “Golden Image” for each Device Tested and Deployed to Field.





WLAN Managed Support


Controller Configuration

Wireless Configuration

Wireless Intrusion Platform Configuration


Equipment Monitoring for Problems & Alarms

Wireless Intrusion Monitoring

Event Monitoring In Case of Incident


Ticketing and Logging of all WLAN Issues

Incident Verifications

Detailed Resolution Descriptions


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


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


eep your staff engaged on



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


of managed services users (CompTIA Survey, 2015) noted


or more in annual cost savings


in the same study saved up to 24%

What’s your Overall ROI???

Access to Experts without Hiring





of tech professionals are out of work.

-1-3 years experience avg. salary:


-National avg. salary for IT professionals:


IT Costs Rising


= the average rise of IT costs in 2014 (see image)

Cost of an MC 55:


Fix-By-Incident Repair for an MC 55:


Security Breach Impacts

Small Business Losses:


Large Business Losses:


…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