Merit Event - Do You Need Help Managing Your IT

Number One Old Hall Street Liverpool L3 9HG Tel. 0870 0140 194 Fax. 0870 0140 195 Web. www.merit.org.uk Life is full of mysteries, new technology doesn’t have to be one of them Virtual IT Department Wednesday 25th September

Introduction Stephen Connolly CEO MERIT

BCC IT Survey

Out of the 2500 responses from Chamber members the following statistics were gathered: 97% of the companies use e-mail 57% of firms experienced a virus attack last year 42% of companies with 1-49 Employees have either an ADSL or an ISDN connection 40% of companies with 1-49 Employees received no IT training in the last 2 years 80% of the SME respondents said that IT problems made their days more stressful 84% cited IT failures as having a negative effect on productivity 47% of North West businesses surveyed said they had no dedicated IT staff .

In Summary Companies have an increasing dependence on ICT There is an increased complexity with ICT (Leading to more training and system support requirements) Limited Internal support

The Proposed Service Explained

Stage One - The Audit

IT Equipment audited with configuration item number.

A Network Diagram created.

The audit transferred to a support system.

The history of support is created

Audit recommendations

Network Diagram Hub/Switch ISDN/ADSL/Lease Line/Modem Internet CI: 80492001 CI: 80492004 CI: 80492002 CI: 80492003 CI: 80492006 CI: 80492005 CI: 80494004 CI: 80493002 CI: 80491001 Printer CI: 80493001

CI No: 80492001 Operating System Windows 98 SE Processor a 866 megahertz Intel Pentium III 32 kilobyte primary memory cache 256 kilobyte secondary memory cache Drives 6.47 Gigabytes Usable Hard Drive Capacity 5.86 Gigabytes Hard Drive Free Space SAMSUNG CD-ROM SC-152C Generic floppy disk drive (3.5") Generic IDE hard disk drive (6.47 GB) -- drive 0 Controllers Standard Floppy Disk Controller Primary IDE controller (dual fifo) Secondary IDE controller (dual fifo) VIA Bus Master PCI IDE Controller Bus Adapters VIA Tech 3038 PCI to USB Universal Host Controller VIA Tech 3038 PCI to USB Universal Host Controller Communications NETGEAR FA311 Fast Ethernet PCI Adapter Network Card MAC Address: 00:02:E3:12:79:E2 Software Versions Microsoft Corporation - Clip Gallery 3.0 for Windows Version 3.0 Microsoft Corporation - DirectShow Version 6.01.05.0130 Microsoft Corporation - Microsoft Internet Explorer Version 5. Microsoft Corporation - Windows® NetMeeting® Version 3.0 Microsoft Excel Version 8.0e Main Circuit Board Board: ASUSTeK Computer INC. TUV4X REV 1.xx Bus Clock: 133 megahertz BIOS: Award Software, Inc. ASUS TUV4X ACPI BIOS Revision 1002 07/20/2001 Memory Modules 128 Megabytes Installed Memory 128 Megabyte Module Size - 1 Installed 3 Memory Sockets are Empty Local Drive Volumes c: (on drive 0) Network Drives Printers HP LaserJet 2100 Series PCL 6 Display S3 Inc. Savage4 (Engineering BitFlip) [Display adapter] Samsung SyncMaster 700(M)s (CGE7507*) [Monitor] Multimedia None detected Other Devices Standard 101/102-Key or Microsoft Natural Keyboard USB Root Hub USB Root Hub Microsoft Map Version 8.00.00.01621 * Microsoft Office Version 8.0 * Microsoft Outlook Version 8.04 * * Microsoft PowerPoint for Windows Version 8.0b * Microsoft® Access Version 8.0.5903 Microsoft® Schedule+ for Windows 95(TM) Version 7.5 Microsoft® Word for Windows® 97 Version 8.0b Norman Virus Control Version 5 Norman ZANDA Microsoft Photo Editor Version 3.0

Telephone fault repair service desk A call comes into the support desk and an incident is logged under the CI Number. 15 mins is spent diagnosing and trying to resolve the problem. If unresolved we will ring you back within 45 mins with solutions to the problem. This minimises the interuption to your business. The next step is to provide you with a ‘workaround’ and then escalate the incident to the problem management team. This may result in either e-support or an on-site visit being required.

Remote Access fault repair service

E-Support is delivered through one or more of the following ways:

Remote Access Dial Up via Modem and Telephone line (ISDN or Analogue)

Remote Access via the Internet (requires a fixed public IP address and a permanent link to the Internet e.g. ADSL)

In both the above cases we use either NetMeeting or pcAnywhere to remotely control the systems.

E-Support helps solve problems that might otherwise have to be solved on-site. This saves the customer the unnecessary expense of having a technician out on-site.

Regular Maintenance Visits

The healthchecks are the key to providing a proactive service and helps prevent problems from happening in the first place.

Items that might be included in these maintenance visits include:

Event Logs

Anti-Virus Updates

Backups

Updates - Service Packs

E-Mail & Exchange - size of files etc

Performance Monitor - processor usage, disk space etc.

Network Connectivity - condition of cables etc

Printers - print quality, toner levels and stocks etc

Hubs/switches/routers - run diagnostic software on routers etc.

UPS check for errors on management software.

PCs & Laptops – run scandisks, clear temporary files, check % hard disk defragmentation.

Procurement Management – Recommending the right solution from quotes supplied by local IT suppliers

Project Management – Upgrades, new equipment etc.

Strategy – Business planning for future development.

On-Site Support – Qualified technicians

Monthly report – details support by equipment type and person

‘ The Virtual IT Department’ We want to try and develop a service which will:

Manage and take ownership of your ICT problems until they are fully resolved

Take away the headache of supporting your ICT and let you concentrate on running your business.

Provide you with the performance and reliability that you want from your ICT Systems.

Generate work for local suppliers

Likely Costings Phone Support (unlimited) £100.00 per month E-Support (unlimited) £75.00 per month Health Check £80.00 per month Additional Services (banked hours*) £50.00 per hour