Kaseya: Making Operational IT Strategic: Special Edition for Education CIOs

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  • Do you feel like a business partner or just a service provider? Do you struggle to make your voice heard in larger organizational decisions?  
  • If you’re the CIO of a large Fortune 500 company, the strategy for being viewed as influential sounds straightforward: attach yourself to revenue generating projects and measure value in $ROI. But what if you’re the CIO of an Education organization? These business world strategies don’t translate as easily for Education CIOs. Technology in academia tends to be squarely focused on operations and support, which can sideline IT’s bigger goals and broader decision-making role in favor of “just keeping the lights on.”  To make matters worse, most end-users only ever get to see the “bad side” of operational IT, i.e. when a teacher’s machine isn’t working or a student’s internet connection goes down.  If you’re a CIO in education, all of the baselines most CIOs deal with are magnified, because you’re dealing with very unique users in a very constrained environment. You don’t get extra money to play around with strategic issues. You’re accountable to parents, trustees, school boards, and all of the money you spend is tightly locked down or even politically charged.
  • If you’re the CIO of a large Fortune 500 company, the strategy for being viewed as influential sounds straightforward: attach yourself to revenue generating projects and measure value in $ROI. But what if you’re the CIO of an Education organization? These business world strategies don’t translate as easily for Education CIOs. Technology in academia tends to be squarely focused on operations and support, which can sideline IT’s bigger goals and broader decision-making role in favor of “just keeping the lights on.”  To make matters worse, most end-users only ever get to see the “bad side” of operational IT, i.e. when a teacher’s machine isn’t working or a student’s internet connection goes down.  If you’re a CIO in education, all of the baselines most CIOs deal with are magnified, because you’re dealing with very unique users in a very constrained environment. You don’t get extra money to play around with strategic issues. You’re accountable to parents, trustees, school boards, and all of the money you spend is tightly locked down or even politically charged.
  • As you can see, very little of our preventative work is seen by the user. This is typical…preventative work is invisible, even though it takes up a huge amount of our time as CIOs. At the same time, most of what users DO see is during problems. With this kind of interaction, no wonder IT is seen as a utility!Let’s look at it another way…
  • This balance makes it look like we spend all of our time doing visible stuff, but it’s really more like this…
  • The reality is that almost all of the work you do in keeping an operational IT system running is both preventative AND invisible to the user.
  • In order to gain strategic influence, educational CIOs need to demonstrate the ways in which they can add vale. This can happen by cutting costs, by putting more tech into schools, and most importantly by exposing the work that’s being done on the back-end in a positive, user friendly way.
  • Here’s what Kaseya does.(wheel)2. Agent architecture3. Integration & automation.3 paradoxes in reverse order - ratio of machines (managing fiefdoms, and device, anywhere, doesn’t have to be on VPN) - allow for freedom but always have the ability to control a machine remotely. Application blocking, keyword filtering - kaseya allows you to do ops cheap and easy – do more w/ less. Automate, don’t spend resources continuing to play the ops game, so you have more tiume for straegy. But alspo, turn ops into strateguy – gather data, understand data, IT resource planning.
  • Kaseya: Making Operational IT Strategic: Special Edition for Education CIOs

    1. 1. Making Operational IT Strategic: Special Edition for Education CIOs<br />
    2. 2. Introductions<br />Javier EsteveIT Service Management LeaderKaseya<br />Anthony JulianoCTO & General PartnerLandmark Ventures<br />
    3. 3. Agenda<br />Strategy within Educational IT<br />Operational IT: Shifting the balance<br />Best Practices: Gaining strategic influence using Kaseya<br />
    4. 4. Strategy in Education IT<br />IT in the business ties to the “product”<br />That doesn’t map to Education<br />IT Operations are all that’s left<br />
    5. 5. How IT becomes strategic in “Business”<br />Better IT means faster time to market for product development <br />Flexible architecture<br />More responsive processes & streamlined systems<br />IT fosters product innovation<br />Out innovate the competition<br />Latest and greatest internet Web 2.0, mobile, social, etc<br />IT is responsible for ‘brand’ protection + enhancement<br />Governance / compliance automation<br />Uptime/Reliability of service<br />IT’s operational metrics tie to business metrics<br />i.e. Website traffic as it relates to customer experience<br />Or Cost of a trade transaction going through the system faster<br />IT enables end user and sales force productivity<br />An enterprise app that makes end-users do their job faster<br />Enabling mobile means sales can close more deals<br />
    6. 6. Business ≠ Education<br />Administrators want CIOs to keep computers running<br />Time to Market isn’t measurable <br />Budget is driven by politics and always is constrained<br />Multiple stakeholders: too many cooks in the kitchen<br />Product is a ‘well rounded student’ – much harder to measure than $$$ Generated<br />
    7. 7. So how do you apply “Business IT” to “Education IT”?<br />Goal #1: <br />Improve Time to Market & Innovate Your Product<br />i.e. Don’t let IT Service be a bottleneck<br />Support your teachers’ paths to innovation – new devices, new learning software packages, etc<br />Create initiatives that foster additional ways to reach students (online learning, ubiquitous computing, etc)<br />Engage students in IT Service/Support to teach them the trade<br />
    8. 8. So how do you apply “Business IT” to “Education IT”?<br />Goal #2: <br />Protect your brand by tying operational metrics to business metrics<br />Don’t show up in the newspaper (keep operational budgets low, prevent visible outages, protect students from ‘big bad internet’<br />Establish baselines of metrics on operational costs and publish how you’re driving them down<br />Keep constant control of the environment across every endpoint and use those metrics to understand the impact on education<br />
    9. 9. So how do you apply “Business IT” to “Education IT”?<br />Goal #3: <br />Improve End User and Sales Productivity<br />“Hug” your end-users – make them happy by improving service levels<br />Have them help you sell what you’re doing!<br />Make the Invisible become Visible (and vice versa)<br />Become ‘Proactive’ to Shift the Balance<br />
    10. 10. Operational IT: shifting the balance<br />
    11. 11. Operational IT works along 2 lines<br />Preventative vs. Responsive<br />Visible vs. Invisible<br />
    12. 12. Preventative vs. Responsive<br />Preventative<br />Patch management<br />Password changes<br />Diagnostics<br />Asset lifecycle management<br />Datacenter moves<br />Domain changes <br />Responsive<br />Disk space<br />Broken applications<br />Malware<br />Connectivity<br />Widespread viruses<br />Natural disasters<br />
    13. 13. Visible vs. Invisible<br />Invisible<br />Patch management<br />Password changes<br />Diagnostics<br />Asset lifecycle management<br />Datacenter moves<br />Visible<br />Installing software<br />Upgrades<br />New devices/printers/machines<br />Connectivity<br />Performance<br />Domain changes <br />Disk space<br />Broken applications<br />Malware<br />
    14. 14. The IT Balancing Act<br />Viruses<br />Broken apps<br />visible<br />Mal-ware<br />Natural disaster<br />New devices<br />Out-ages<br />PW change<br />New soft-ware<br />Disk space<br />Up-grades<br />Domain change<br />preventative<br />responsive<br />Asset mgmt<br />DC move<br />Diag-nostics<br />Patch Mgmt<br />invisible<br />
    15. 15. The IT Balancing Act<br />1%<br />Virus<br />Broken apps<br />Natural disaster<br />visible<br />Mal-ware<br />New device<br />24%<br />New software<br />Out-ages<br />PW change<br />Disk space<br />Up-grades<br />Asset mgmt<br />Domain changes<br />preventative<br />responsive<br />DC move<br />Patch Mgmt<br />75%<br />Diagnostics<br />invisible<br />
    16. 16. The IT Balancing Act<br />Broken apps<br />Virus<br />Natural disaster<br />visible<br />Mal-ware<br />New software<br />PW change<br />New device<br />Out-ages<br />Asset mgmt<br />Up-grades<br />Patch Mgmt<br />Domain changes<br />Disk space<br />DC move<br />preventative<br />responsive<br />Diagnostics<br />invisible<br />
    17. 17. Demonstrate value<br /> Preventative<br />Make it more visible WITHOUT being painful<br />Automate to reduce costs<br />Do it right the first time & let your users feel the advantages<br /> Responsive<br />Automate to become proactive<br />Empower your end user<br />Minimize low-quality interactions<br />Have a plan B<br />Exercise complete control<br />
    18. 18. Best practices: <br />Gaining strategic influence using Kaseya<br />
    19. 19. Set aggressive targets (and hit them)<br />1<br />Create a strong baseline<br />Invest in automation<br />K12 SDK Agent Procedures<br />Agent procedures can be scheduled or run on demand. <br />Automate regular tasks or provide End User Self Service.<br />
    20. 20. Publically reduce your operational budget<br />2<br />Use reporting data to show financial cost reductions & communicate your value<br />Spend extra budget on strategic initiatives<br />K12 SDK Report Templates<br />Reports can be scheduled or run on demand. <br />Detailed inventory of your hardware, software and licenses with accurate up-to-date data.<br />
    21. 21. Cut costs, NOT quality of service<br />3<br />Don’t outsource, automate<br />Kaseya Console<br />
    22. 22. Anticipate needs & plan ahead<br />4<br />Gain visibility<br />ITRP initiatives<br />K12 SDK Organizational Templates<br />Organize District systems and assets down to the classroom level<br />
    23. 23. Be proactive when managing reactive support<br />5<br />Call when the problem happens instead of fixing it when they call you<br />Kaseya Live Connect<br />
    24. 24. Engage the community (it takes a village…)<br />6<br />5,000 MSPs, universities, 1,000 school customers<br />Universities and K-12 Schools<br />
    25. 25. Say yes to ideas without bloating budget<br />7<br />iPads, laptops, etc. Spend your $$ to buy more, instead of pouring it into support<br /><ul><li>Generate extra margins by reducing required resources to support your organization
    26. 26. Use technology to control technology
    27. 27. Reduce ongoing cost of new machines and initiatives
    28. 28. Gain time, flexibility and breathing room to focus on innovation</li></li></ul><li>Enable fiefdoms<br />8<br />A single framework with multiple users and powers<br />K12 SDK Agent & Non-Agent Templates<br />Preconfigured for Log/Event Monitoring, System Monitoring, <br />Patch Management Policies and Alerting<br />Keep track of assets without a Kaseya Agent installed. <br />
    29. 29. Empower the end user<br />9<br />Self service<br />Individualized installations and images<br />Empower the end user but keep central control<br />K12 SDK User Roles<br />Predefined User Roles restrict access to Kaseya functions based on job responsibilities, such as Inventory Management.<br />
    30. 30. Have a Plan B<br />10<br />Immediate lockdown<br />Increased responsiveness<br />Emergency planning<br />
    31. 31. More on Kaseya<br />
    32. 32. Central Standardization &Automation of IT Services<br />PatchManagement<br />Computer Audit and Discovery<br />PC Remote Control/RemoteSupport<br />RemoteDesktopManagement<br />LAN and <br />Systems Monitoring<br />Software Deployment & SystemsManagement<br />Service Desk and Trouble Ticketing<br />Backup andDisasterRecovery<br />NetworkPolicyManagement<br />Cross Platform Support <br />Security, Vulnerability Assessment<br />Power Management (User State)<br />Machine"Personality“Management<br />
    33. 33. What’s Kaseya?<br />Coordinated management distribution technology<br />IT Service & Support Automation Framework<br />Proactive - call end-users when or before problems happen, instead of vice-versa<br />Let the Machines Heal Themselves<br />Automate 80% of typical support requests<br />If machines break, they fix themselves<br />
    34. 34. Kaseya Base Components <br />Ability to manage any system, anywhere<br />Browser based console<br />Comprehensive software and hardware inventory of Windows and Mac Systems<br />Track assets like monitors and printers without an agent<br />System Monitoring , Alerting and Resolution<br />Automation of routine procedures (defrags, disk clean etc)<br />Microsoft Patch Management <br />Software Deployment and 3rd Party Updates<br />Remote Management with Kaseya Live Connect<br />End User Self Service<br />Ticketing<br />Reporting<br />
    35. 35. Agent Network Topology<br />Distributed <br />Kaseya Agents Deployed as a service to client systems<br />001011100101<br />0010101001011<br />001011100101<br />VSA<br />VSA<br />0010101001011<br />Agent<br />Loads as local System Service<br />Establish the connection OUTBOUND Port 5721<br />Asks server, “Any Instructions?” on 30 Second Intervals<br />Performs the Tasks<br />Encrypted Communication<br />2003 + Server<br />MS SQL<br />IIS , DOT Net, ASP, ASPX Dynamic Content<br />Behind firewall<br />
    36. 36. For More Information<br />Javier Esteve - javier.esteve@kaseya.com<br />Anthony Juliano - ajuliano@landmarkventures.com<br />Visit Our Education IT Resource Centerhttp://www.kaseya.com/industries/education-it-res.aspx  <br />Learn More About Kaseyawww.kaseya.com/PPSresources<br />
    37. 37. Thank you!<br />

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