copyright © 2011 integrated technology systems all rights reserved. it solutions more reliable...

Copyright © 2011 Integrated Technology Systems All rights reserved.

IT SolutionsMore Reliable Networks Are Our Business

Robert [email protected]

Tel: 714.728.0014


Today’s Agenda

• Introduction • IT Challenges • Problems with Traditional Approaches• Details of the Select IT Solution• The Benefits of Select Support• How it Works• Q & A


About Us

• Pre-eminent Managed Service Provider– “Provide organizations with predictable,

business-focused IT services that optimize operations, manage risk and deliver measurable business value to our customers.”

• Experience– 11 years in operation– Focus on providing full service

• Comprehensive Services Offerings– Fully Managed Services, worry free service.– Select Services, optimized for specific organizations

needs.

• Capable– Infrastructure Design and Implementation– Server/Workstation Installation and Maintenance– Wiring and CCTV to corporate identity.


IT Challenges

• No Structured Support Process– Speed and quality of incident resolution suffer

• Managing IT Costs– Allocation and budgeting for IT support costs

• Lack of Information– No visibility into network stability, security and

performance

• Risk and Exposure– Security vulnerabilities– Data loss or theft

• Chaotic Approach– Little analysis, only ‘firefighting’


Frustrations with Traditional IT Services

Frustration CausesTime to fix• Takes too long to respond

and fix problems

• Insufficient troubleshooting information

• Getting a technician onsite to diagnose and fix problems takes time

Too many cooks• Lack of consistency in

people, approach, procedures and skill

• Varying technicians and companies conduct service

Knowledge level• Need a senior engineer’s

help, but get a junior technician

• Lack of information impedes early diagnosis and resource allocation

Repeat problems• The same issues occur

again and again

• Poor incident tracking and trending


Remediation Cost – The Wrong Approach

Network Issue Example:• Server failure at a 20-user law firm

– Hour 1: Client reports incident to provider– Hour 2: Provider dispatches technician onsite– Hour 3: Technician begins diagnosis of the

issue– Hour 4: Technician leaves to get senior

engineer– Hour 6: Sr. engineer arrives at client site and

begins a 2-hour remediation– End of Hour 7: Incident resolved

Total Billable Time: 7 hoursTotal Client Downtime: 7 hours


Remediation Cost – The Right Approach

Network Issue Example:• Server failure at a 20-user law firm

– Hour 1: Client reports incident to provider– Hour 2: Technician diagnoses issue, but must

escalate to senior engineer– Hour 3: Sr. engineer begins a 2-hour remote

remediation– End of Hour 4: Incident resolved

Total Billable Time: 4 hoursTotal Client Downtime: 4 hours


Remediation Cost – Comparison

Wrong Approach Right Approach

7 hours of billable provider time@ $110/hr

Cost = $770

4 hours of billable provider time

@ $110/hr

Cost = $440

7 hours of client downtime @ $500/hr

Productivity loss = $3,500

4 hours of client downtime@ $500/hr

Productivity loss = $2,000

Total Incident Cost: $4,270

Total Incident Cost: $2,440


The Solution – Select Services

• Essential monitoring• Structured response• Constant information from the network• Higher level of customer service• Ability to identify root issue causes• Rapid troubleshooting• Ability to pick and choose services included• Customized specifically to your business

needs


Select Services – How It Works

Response and Monitoring:•Information about

performance, predictive failure and trending

•Network (LAN,WAN,VPN)•Server hardware and O/S•Business applications•Security notifications•Asset reporting•Desktop performance

Other Services:•SPAM filtering•Anti-virus•Backup •Preferred customer rates

Customer Network

Service Desk:• Remote Network Support• Technician Dispatching• Emergency Support• End-User Helpdesk

Netw

ork

Mo

nito

ring

Services


Select Solution – Benefits

• Dramatically reduces issue identification and diagnosis

– Reduces incident duration– Reduces remediation expense– Less lost productivity and downtime

• Early issue detection– Early detection of impending issues means we resolve

many issues before they can affect your network and employee productivity

• Access to an expert IT staff– Savings by outsourcing to professional IT organization– No need to hire and manage costly internal IT staff– Focus on your core competence and not your network

• Cost control by allowing you to select only the services needed

– Pick and choose the services relevant to your business


Select Solution – About

• Select Services Solution:– 24x7 performance monitoring of your key

devices, applications and IT resources– Selection of optional components– Remote and onsite response services– Rapid diagnosis using monitoring data– Call response priority over standard customers– Reporting and analysis– Greater transparency into IT performance


Select Solution Details

Core Features Description

Essential Monitoring Monitoring desktops, servers, and other network devices for any issues that may arise.

Essential Reporting Basic summary reports provide insight to existing hardware or trending issues.

Essential Support Basic remote support available to customers at a discounted hourly rate.

Select Options Description

Endpoint Security ManagerA complete security management system , including: anti-virus, anti-spyware, and anti-malware management, application licensing management, intrusion prevention, security policy management, and customized security reports.

Performance Monitoring In-depth monitoring of servers, workstations, and network devices.

Performance ReportingRegular CIO meetings to review customized reports, overall network health, and strategic IT planning .

Device Maintenance Basic automated maintenance and self-healing solutions applied to servers, workstations and network devices.

Patch ManagementMonitoring and management of patch levels; ensuring desktops, servers, and other core network devices are kept up to date.

Application MonitoringMonitoring email availability, Outlook web access, SQL Database, and Terminal Services.

License Compliance Report Reports outlining compliance with application licensing requirements.

Backup Monitoring Monitoring the success or failure of data backup.

Printer Monitoring Monitoring printers to keep track of page count and toner levels.


Essential Monitoring, Reporting and Support

24x7 Monitoring of selected devices alerts us to impending problems and allows for thorough analysis of issues.Reporting on existing hardware and trending.Priority Response over non-contract customers.

BENEFITSAvoid many disruptive incidents and reduce remediation times. Build data for trending and analysis. Comprehensive, efficient support when and where you need it.


Endpoint Security Manager

Security ServicesA complete security management system including A/V, anti-spyware, and anti-malware management, application licensing management, intrusion prevention, security policy management, and security management reports.

BENEFITSA secure perimeter, safe data and ongoing security updates and feedback.


Performance Monitoring & Reporting

Performance MonitoringIn-depth monitoring of key network elements and applications alerts us to impending problems and allows for thorough analysis of issues.

BENEFITS Avoid many disruptive incidents and reduce remediation times. Build data for trending, analysis and strategic planning.

Performance ReportingRegular scheduled CIO meetings to review overall network health and strategic planning.

BENEFITS Have an expert review you current network health and provide expert advice on improvements and planning for the future.


Device Maintenance

Self HealingScripted healing solutions applied to network to automatically resolve found issues.

BENEFITSAutomatic resolution of issues allow network to remain stable.


Patch Management

Patch ManagementMonitoring patch levels and applying appropriate patch updates.

BENEFITS Ensures devices are kept up to date resulting in less issues and downtime.


Application Monitoring & License Compliance

License Compliance Report outlining unused and overused licenses.

BENEFITS Ensures correct license compliance - either how many licenses need to be purchased or which machines have software that needs to be removed.

Application MonitoringMonitoring what applications are installed on what devices.

BENEFITS Determine which devices have non-compliant or unapproved software running on it that could be taking up valuable network resources or impeding employee productivity.


Backup & Printer Monitoring

Data Backup ServicesMonitored data backup solution.

BENEFITS Ensures your backup solution is operating properly and your data has essential protection.

Printer MonitoringMonitor printer page count and toner levels.

BENEFITS Aids in supply planning and usage.


Can You Afford Not To?

• Increase– System uptime and performance– Staff productivity– Transparency into IT performance– Depth of support services– Issue resolution quality

• Reduce– Security exposure– Risk of catastrophic data loss– Downtime and lost productivity costs


Next Steps

• Trial program• Solution proposal


Thank you

Select Services and Fully Managed Services

copyright © 2011 integrated technology systems all rights reserved. it solutions more reliable...

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