This document provides information about IT support services from Origin, an Auckland-based IT company. It outlines Origin's background and clients, then details the implementation process for a new IT support service which includes discovery, proposal, setup, training and ongoing support. Costs vary depending on the size and complexity of the company but typically start at $7,000-$20,000 for onboarding. Ongoing support costs are $40-80 per user per month. Outsourcing to Origin provides access to IT expertise, tools, training and managed costs.
2. Origin is made up of 90 IT professionals based in central
Auckland. We were established in 2000, by our Managing
Director, Michael Russell, and have been proudly Kiwi owned
and operated ever since.
From day-to-day IT support through to strategic IT services, we
provide our clients with their competitive edge by ensuring all
users of technology have everything they need to help their
company achieve its goals.
Our clients include Les Mills International, Jucy, Bayleys, Better
Drinks Co (Charlies), Milford Asset Management, Mondiale
Freight, Sealord and most of New Zealand’s other quickly
growing, forward thinking businesses.
ABOUT ORIGIN
Copyright
Origin IT Ltd 2014
3. CONTENTS
Your step-by-step guide to the implementation process
How will your company engage with support once onboarding
is complete?
How much will your IT onboarding and ongoing support cost?
What other factors does your company need to think about
when considering a new IT service?
Why should your company outsource it’s IT?
Why Origin?
..............................04
..............................06
..............................08
..............................10
..............................12
..............................14
5. EVERY
BUSINESS
NEEDS IT TO
OPERATE, YET
ONLY A FEW
UNDERSTAND
HOW TO USE IT
TO BEAT THEIR
COMPETITION.
AT ORIGIN OUR
MISSION IS
TO HELP YOU
DO JUST THIS,
FROM THE
VERY FIRST
CONTACT
WE HAVE
WITH YOUR
BUSINESS
THROUGH
TO THE
OPERATIONAL
AND
STRATEGIC IT
SUPPORT WE
PROVIDE.
STEP 2.
Align your business
with the IT partner who
best understands your
business needs.
Origin IT
STEP 3.
Invite Origin to undertake a high level
discovery of your business infrastructure,
outlining any current and future IT needs.
This helps ensure that from the outset we are
both aware of the scope of your site, and any
future strategic needs.
STEP 4.
Origin will be able to
provide you with a
proposal for IT services
depending on your current
and future business needs.
Any revisions can be
made.
STEP 5.
Sign off.
A timeline for
implementation is
agreed.
STEP 6.
Implementation
begins.
Your staff will begin
to see our engineers
around the office
and in the server
room.
STEP 7.
End user education.
Here we educate
your entire
company around
how they can
contact us with any
IT issues.
STEP 8.
Go live day.
The day we begin
supporting your
company.
STEP 9.
Regular, ongoing IT reviews.
To ensure we are operationally
and strategically exceeding your
expectations.
STEP 1.
Identify that IT will help you
achieve your business goals
and future direction.
5
7. YOUR
COMPANY WILL
BE ABLE TO
ENGAGE WITH
ORIGIN IN A
NUMBER OF
WAYS.
WHAT HAPPENS NEXT?
Once a ticket has been logged via one of the above methods, your
users will be emailed or called with regular updates on their issue
resolution by our helpdesk. Users can also track the progress of their
tickets by accessing their desktop portal.
Once an issue has been resolved, we close the ticket in our system
and let your users know what to do if the problem occurs again.
TO REPORT AN I.T. ISSUE:
WHAT ABOUT ACCOUNT
MANAGEMENT?
During the implementation process an
Account Manager will be appointed to
your company, whose responsibility it is
to understand the IT performance and
changing needs of your business. They will
engage with your key IT contacts through
regular meetings, weekly reports, and acting
as an escalation point on your behalf if
needed.
7
1. ONLINE PORTAL
Your users will be able
to log problems (tickets)
directly from their desktop.
Our portal also provides
visibility around the status
of open tickets, and
also allows online chat
between users and the
support desk.
2. EMAIL
Your company can
email
support@originit.co.nz
to report any IT issues.
3. PHONE
All problems can
be logged by
ringing
(09) 414 2354 or
0800 34 34 34.
9. MANY ELEMENTS
DETERMINE THE
COST OF THE
ONBOARDING
INCLUDING:
1 Remote help desk support
(Server)
5 Mobile device management
(all agreements)
2 Full break/fix onsite support
and maintenance (Server)
6 Spam and email filtering (all
agreements)
3 CIO services (all
agreements)
7 Desktop and laptop backup
(all agreements)
4 Up to full-time Level 2 onsite
support (Platinum)
8 Enhanced network support (all
agreements)
PLATINUM
SUPPORT:
Full remote and
onsite user and
server support
Easy
onboarding
Medium
onboarding
Complex
onboarding
Time to
complete
0 - one week One week - three
weeks
Three weeks +
Cost $0 - $7,000 $7,000 - $20,000 $20,000 +
GUIDELINE COST OF SUPPORT
Base support per user for Platinum
agreements is $80 per month, for User
agreements is $40 per user per month and for
Server agreements, it is $199 per server per
month.
• The size of your company.
• The complexity of your infrastructure,
including any remedial work needed to bring
it in line with best practice IT.
• The ongoing cost of your support.
A GUIDELINE OF ONBOARDING COST
ONGOING
SUPPORT
COSTS
DEPEND ON
THE NEEDS
OF YOUR
ORGANIZATION
USER SUPPORT:
Remote user support
SERVER
SUPPORT:
Servers supported at
a level your business
needs.
ADDITIONAL
OPTIONS
DEPENDING
ON THE
UNIQUE NEEDS
OF YOUR
BUSINESS
9
11. IT PROVIDER CREDIBILITY
1. Is your potential IT provider certified in all major technologies and
do they continue to invest in certification?
2. Do they utilise and integrate leading toolsets for operational
efficiency and reporting?
3. What security practices does the IT company uphold? This relates
to their:
- Operational, staff-wide security practices to ensure your
company information is kept secure and confidential, and;
- Back up policies and procedures, and;
- Disaster recovery and business continuity plans and policies,
and;
-Succession planning by management of the company
to ensure minimal disruption if any key members need to
be replaced.
4. How clearly mapped are your IT provider’s operational
processes?
5. How financially secure is your potential IT partner? How strong is
their annuity base?
6. How easy is it for your users to engage with IT support? Are there
multiple channels for engagement including phone, email, online
chat and portal?
7. Investigate the depth of the IT provider’s relationship with existing
clients. Do they have clients who are leading their markets, and
how long have they been clients for?
8. What is the culture of the company? Are they service or sales
focused? Will they integrate into your culture and way of doing
business? Are there examples of this with other clients?
ADDITIONAL COSTS
1. Remember to put hardware and software renewals and licensing
into your IT budget.
2. Consider special requirements for your business. For example, if
you are an e-commerce site reliant on the internet 24/7, you may
consider protecting yourself with advanced network support.
3. Are there any future projects on your horizon like office moves or
cloud migrations?
AND LAST BUT NOT LEAST... THE FUTURE
4. Has your potential IT partner ever asked where you are going as a
business?
5. Do they have the ability to translate your business goals
operationally? Are they able to recommend the best IT to support
the achievement of these, as quickly and efficiently as possible?
WHETHER YOU
ARE CHANGING
PROVIDERS OR
OUTSOURCING
YOUR IT FOR
THE FIRST
TIME, WE
KNOW THERE
ARE MANY
DIFFERENT
ELEMENTS TO
THINK ABOUT.
HERE WE LIST
THE MOST
PROMINENT.
11
13. • You gain access to a wide range of IT experts: Our clients achieve
their IT goals and visions faster through our top quality day-to-day
support, and our market leading design, delivery and consulting
in the following areas:
- Cloud: DaaS, IaaS and public and private cloud offerings including
Amazon Web Services, Azure and Office 365.
- IT strategy: CIO services, governance, roadmapping, and value
chain analysis.
- Network: support and implementation of WAN, LAN, internet and
security solutions.
- Communication and collaboration: unified communications (Cisco
& Microsoft Lync), video, voice, audio visual and SharePoint.
ORIGIN
HAS BEEN
PROVIDING
OUTSOURCED
IT SERVICES
TO MARKET
LEADING
COMPANIES
FOR OVER A
DECADE.
During this time, we have found that the
key business drivers for companies looking
to outsource are:
1. Access to extra capability, experience
and expertise,
2. Consistency of service and delivery,
3. Assured SLAs,
4. Improved business culture and efficiency,
5. Visibility of reporting,
6. Control of spend.
WHEN YOU
OUTSOURCE
YOUR IT:
• You have no need to invest in expensive
IT toolsets: We do this for you. We use
the most sophisticated industry tools to
manage our workflows and processes,
ensuring we work as efficiently and
effectively as possible, passing the
benefits on to you.
• You don’t have to worry about IT training
and certification: Our team are some of
the most certified in the industry. Training
and certification take a significant
investment in time and resource, we do
this on your behalf.
• You are able to manage your IT cost: We
fix your monthly IT costs, and absorb all
employee wage and non-wage costs so
you don't have to.
13
15. that enable and support your business processes and functions.
This ensures that your business has the right technology, people,
and processes to automate and integrate manual tasks, and work
efficiently, so you can deliver your customers with the service they
deserve.
Our support layer is the engine behind our company. We have a
department of expert IT engineers based in the office, on the road,
and on our client’s premises, ensuring our clients’ day-to-day IT
needs are met, and they are able to run their businesses smoothly
and effectively.
WE PROVIDE
OUR CLIENTS
WITH IT
SERVICES
AND SUPPORT
THAT KEEP
THEM UP AND
RUNNING AND
HELP THEM
ACHIEVE THEIR
COMPETITIVE
EDGE.
Our strategic services
include CIO and
business IT services
that approach IT
decision making from
a business strategy
perspective, ensuring
that IT provides
the backbone the
business needs to
grow and achieve its
goals and visions.
Our process and
function layer links
our strategic services
to our technology
layer, delivering
software applications
15
