What's going on in IT?

(why SME’s should outsource)

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Your Business

Just want to grow and evolve?

As you do there are:– New Security Threats– New Technologies– New and changing needs

and requirements– New locations– New competitors targeting

you

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What Do you need?

Your Current Resources Working to the Benefit of your Business– Highly Available and Functional IT

• Turn it on and it works!

– Your users concentrating on your business – not IT

Proactively Prevent Downtime and Eliminate Non-Productive Activities– Desktop Policies, Virus and Spy-ware Prevention and

Removal, Backup• Consistency!

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A short history of maintenance

1980s - The decade of the ‘Mainframe’– On-site technicians; highly-specialized skills required; updates

and upgrades highly complex. Many more technicians than computers.

1990s – Mainframes and PC’s– Legacy engineers still required on site for mainframes– Emerging technologies (windows and new applications)

require new skills and more of them (“PC on every desk”)

2000 onwards – The PC takes hold (power to the user)– Highly complex desktop; inefficient delivery of software,

complex maintenance and highly devolved administration. Not enough technicians for all the computers, the big companies take the lions share of the technicians -where does that leave you?

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I thought outsourcing is just for the big boys?

Once upon a time it was - EDS, IBM, Fujitsu etc. It was too costly and big for small businesses, it needed the

huge economies of scale to work But - If it’s been done by them – its for good reason! All the lessons have been learnt in big business - but now

small businesses can benefit from them The knowledge and tools are now becoming generally

available The same reasons apply:

– Sticking to core business– Measuring IT spend– Leaving it to the experts

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The role of the Internet

Wide availability of always-on broadband allows service providers constant access

This allows consolidation of services across customers, lowering costs

Less need for costly, time consuming onsite visits Faster response times Wider range of services Better quality service – constant maintenance

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Unburden your business from IT

IT has become too complex and costly for small businesses to try and do everything in-house. By outsourcing core services, this leaves the business to focus on critical areas.

Outsourcing can be done on a tactical basis, where ownership for highly business aligned services can be retained to enable tighter integration - but the bulk of IT can be unburdened

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What is an MSP?

Managed Service Provider They’ve always been around, but changing and

new ones emerging A business focused on offering services not

selling software and hardware Main offering is an SLA

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What do you want from an MSP?

To evaluate and advise your business on IT infrastructure – Assets– Personnel (IT)– Users (training)

• A business partner rather than a repair man!

Automated and reliable service delivery – Reliance on personnel with checklists does not work– Need machine rigor to drive processes

• The MSP using technology not just talking about it!

Commercial flexibility– Predictable Monthly charges– Different packages to suit your business– No commitment- if you like it, you pay

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Can I afford it?

Gartner Group*– Cost of an Unmanaged XP machine over 3 years

• $5309

– Cost of a Managed machine over 3 years• $3335

– Cost Savings of a Managed Machine• $1974

– Mr./Ms Customer, what would you spend to save $660 per pc per year? (e.g. $40 per pc per month?)

– Remember this is just buying and maintaining

– Can you afford NOT to?

*as reported in CMP’s Network Computing magazine Page 34, 9/2/2004 issue

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What benefits should I see?

Predictability– Cash flow– Service availability

Efficiency– You can Focus on your business– Using you IT spend more effectively

Real Communication– Onsite visits about business, not nuts and bolts– Real visibility of IT effectiveness

Reliability– Less problems– Quicker response

Growth– IT can grow with the business without huge capital outlay

Increased Profitability– Utilization and doing more with less

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What do I need to consider?

MSP’s using modern tools – such as Kaseya; to automate, and report on, many of

the ‘mundane’ activities - freeing up quality time to properly service customers and their environments

Provide as much service as possible over immediate, low cost channels such as the Internet

The key is an SLA– the SLA is the key to a successful partnership

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So what is a Service Level Agreement (SLA)?

A partnership, not a ‘support contract’– SLA is not a whipping stick, but a way to measure the success

of the relationship – for both of you

A Long Running Transaction– It needs to be tracked and measured

Clearly Defined– What is included

– What is not included

– Measurable

Communication– Clear and consistent reporting

– The service is nothing without it

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What not to wear

Unclear or No SLA No Service Delivery Mechanism Little to No Communication No Reporting or measurement Unpredictable cost (one off charges)

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Outsource today

How much could your business improve with the right IT partner

How much could you be saving by outsourcing? How much more productive could your staff be

with reliable technology? Just want to remove that huge burden? Start looking for the right partner today!

Thanks for Listening