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The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
The IT Support Department Presentation
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The IT Support Department Presentation

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  • 1. Managed IT Solutions More Reliable Networks Are Our Business The IT Support Department, LLC [email_address] Tel: 800.681.5470 Tel: 318.747.0465 Copyright © 2005 Primetime, Inc. All rights reserved.
  • 2. Agenda
    • Introduction
    • IT Challenges
    • Problems with Traditional Approaches
    • Details of the Managed IT Solution
    • The Benefits of Fully Managed Support
    • How it Works
    • Q & A
  • 3. 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.”
    • The Company
    • The IT Support Department is a Managed IT Solution Provider located in Bossier City, Louisiana. The company offers a full range of IT services, customized to any businesses needs at an affordable rate. We can be your very own IT department or supplement your already existing IT staff. From assessment to design, implementation to maintenance, problem resolution to on-going help desk support, we will meet and exceed the requirements of any businesses IT infrastructure.
    • Comprehensive Services Offerings
      • Customized IT Solutions
      • Infrastructure Management
      • Consulting
      • More
    • Capable
    • The Companies state of the art technology allows it to deliver the best service to our clients for the least cost – and report with unprecedented detail.
      • Lightning-fast remote control and remote management
      • Remote monitoring and managing of any IP-enabled device from a single dashboard
      • Distribute software, apply patches, execute scripts, track assets and more
  • 4. IT Challenges
    • Unpredictable, Costly Downtime
      • Staff and corporate productivity are impacted
    • Managing IT Costs
      • Overages, surprises and unpredictable IT support costs
      • Frustration with inability to accurately budget for IT
    • Paying for Downtime
      • IT service provider makes money when vital elements of your network have failed or need service and repair
    • Management Effort
      • Expense and effort of hiring and managing an internal IT support staff
    • Risk and Exposure
      • Security vulnerabilities
      • Data loss or theft
      • Compliance uncertainties
    • Strategic Issues
      • Lack of accountability or ownership of problems
      • Lack of optimization
  • 5. Frustrations with Traditional IT Services Frustration Cause
    • Lack of accountability
    • No single, responsible entity for IT management and planning
    • No service agreements
    • Multiple providers and vendors
    • Unpredictable IT costs
    • IT support cost fluctuations impact budgeting and planning
    • Billable response, billable maintenance, billable requests and overages
    • Chronic IT issues
    • Similar incidents happen again and again
    • No problem management system
    • No ability to conduct proper trending and issue avoidance
    • Downtime costs
    • IT interruptions or failures cost time, money and productivity
    • Improper or no preventative maintenance plan
    • Failure to employ redundancy
    • Misaligned objectives
    • IT provider and client’s business needs don’t match
    • Service provider benefits from a network that keeps breaking and requires reactive support
  • 6. IT Support Cost Comparison Low commitment Little included All figures above are monthly Other Solution Managed Solution Monthly contract $300 $1,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 7. IT Support Cost Comparison Required items such as user support, desktop support, and network management All figures above are monthly Other Solution Managed Solution Monthly contract $300 $1,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 8. IT Support Cost Comparison Little or no preventative maintenance means downtime isn’t avoided. One incident can cost thousands All figures above are monthly Other Solution Managed Solution Monthly contract $300 $1,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 9. IT Support Cost Comparison Emergency response is 100% billable, and often at inflated hourly rates All figures above are monthly Other Solution Managed Solution Monthly contract $300 $1,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 10. IT Support Cost Comparison Customer requests, configuration changes, and exceeding support blocks All figures above are monthly Other Solution Managed Solution Monthly contract $300 $1,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 11. IT Support Cost Comparison IT partnership contract for a fully managed solution All figures above are monthly Other Solution Managed Solution Monthly contract $300 $1,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 12. IT Support Cost Comparison All response activities are included with the contract All figures above are monthly Other Solution Managed Solution Monthly contract $300 $1,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 13. IT Support Cost Comparison Maintenance and optimization reduce downtime failures by 85% All figures above are monthly Other Solution Managed Solution Monthly contract $300 $1,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 14. IT Support Cost Comparison All required emergency support is included with the contract All figures above are monthly Other Solution Managed Solution Monthly contract $300 $1,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 15. IT Support Cost Comparison There are no billable overages in our fixed fee program All figures above are monthly Other Solution Managed Solution Monthly contract $300 $1,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 16. IT Support Cost Comparison Managed Solution provides an optimized, stable, safe IT environment for less total cost than a basic Responsive Solution All figures above are monthly Other Solution Managed Solution Monthly contract $300 $2,500 Additional reactive support $1,100 $0 Downtime cost $1,000 $150 Emergency support $300 $0 Overages $250 $0 TOTALS $2,950 $1,650
  • 17. Downtime Cost
    • Downtime Illustration Example:
    • File server failure at a 20-user law firm
      • For eight hours, employees do not have access to their client records, forms, document assembly and case management resources
      • The firm’s partners and associates have a typical average utilization rate of 70% (billable time)
      • During the course of this failure, they can only work at 30% of the normal level of productivity
      • Service provider begins remediation two hours after failure
  • 18. Downtime Cost
    • Downtime Illustration Example:
    • Legal partners (4) bill themselves out at $250/hr
      • Utilization rate = 70% so effective billing rate is $175/hr
    • Associates (10) bill themselves out at $140/hr
      • Effective billing rate = $98/hr
    • Downtime Incident Cost Calculations:
      • 6 hrs of technician time to fix the server: $600 (6%)
      • 4 partners’ lost billing at 30% utilization: $3,920 (39%)
      • 10 associates’ lost billing at 30% utilization: $5,488 (55%)
      • TOTAL COST OF DOWNTIME INCIDENT: $10,008 (100%)
  • 19. The Solution – Managed Services
    • One monthly fee for total IT support
    • A true IT partnership
    • A comprehensive solution to manage devices, network, users, desktops, security and data
    • Structured response and maintenance agreement
    • Constant information from the network
    • Support plan that is tailored to customer needs
    • Strategic approach to IT management, built on a solid tactical execution
    • Total alignment of client and provider’s goals
  • 20. Managed IT Solution – How It Works
    • IT Management:
    • Unlimited network support (LAN,WAN,VPN)
    • Unlimited server maintenance
    • Monitoring devices and applications for performance, predictive failure and trending
    • Advanced security services
    • Data backup and recovery services
    • Asset and warranty management and control
    • Move/Add/Change projects
    • Unlimited workstation support
    • Virtual CIO consulting and reports
    Customer Network
    • Service Desk:
    • Unlimited Remote Network Support
    • Technician Dispatching
    • Unlimited Emergency Support
    • Unlimited End-User Helpdesk
    Network Management Services
  • 21. Managed IT Solution – Benefits
    • Total cost predictability
      • A single monthly fee gets you a complete IT solution
      • Lower total cost of ownership and management
    • System reliability and performance
      • Prevents issues, reduces downtime impact and duration
    • IT spending focused on issue avoidance and service optimization rather than ‘fighting fires’
      • Through unlimited preventative maintenance
      • When needed, highest level of response to issues
    • Improved security
      • Minimize risk of intrusion, data theft and lost productivity
    • A complete, outsourced IT management solution
      • Focus on your core competence and not your network
      • Less than hiring an IT staff internally
  • 22. Managed IT Solution – About
    • Managed IT Services Solution:
      • Customized solution to best support your business needs
      • Initial project to stabilize and baseline IT resources
      • 24x7 performance monitoring of your key devices, applications and IT resources
      • Remote and onsite maintenance services
      • Highest call priority over standard customers
      • Comprehensive reporting, analysis and consultation
      • Greater transparency into IT performance, trends and planning
    • Addresses:
      • Network and system stability and safety
      • Security plan and services
      • Desktop services
      • Helpdesk services for users
      • Data protection through backup solution
      • Effective planning for functionality and capacity and performance
      • Application support with 3 rd party vendors
  • 23. Managed IT Solution Details Managed Offering – Feature Details Feature Description Unlimited Support
    • Preventative maintenance plan on servers, workstations and all network devices
    • Response to any network issues that arise
    • Emergency rapid response and after hours availability
    • End-user access to our highly-trained technical support staff
    • Asset, license and warranty management
    Advanced Security Management
    • Firewall and Perimeter Management
    • Antivirus Management
    • Spam and Virus Mail Filtering
    • Vulnerability Scanning and Remediation
    • Security Policy Creation and Enforcement
    • Specialized Security Reporting
    • Wireless and Remote User Security Management
    Storage and Recovery Management
    • Backup Management
    • Remote Data Vaulting and Other Custom Storage Solutions
    Virtual CIO
    • Report and recommend on chronic and acute issues
    • Planning for avoidance of both acute and chronic issues
    • Incident and maintenance review
    • Capacity, migration, asset refresh strategy and planning
    • Ongoing IT budgeting assistance and consulting
    • Recommendations for changes to support plan
  • 24. Preventative Maintenance Unlimited Maintenance Scheduled maintenance activities on servers, desktops as well as other devices and applications. Benefits Minimized downtime incidents, optimal stability and reduced security risks.
  • 25. Monitoring 24x7 Performance Monitoring Continuous monitoring of selected devices 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 and analysis.
  • 26. Data Protection Backup and Recovery Services Comprehensive, managed disaster recovery and data protection plan. Benefits Protects and quickly restores your corporate data.
  • 27. Security Security Services Security configuration, firewall management, policy enforcement, antivirus, anti-spam, vulnerability scanning, data encryption, secure email and other security services. Benefits A secure perimeter, safe data and an ongoing and adaptive IT security plan.
  • 28. Desktop Management Desktop Management Optimal configuration, preventative maintenance, performance monitoring, application compliance and response to issues. Benefits Stable, secure desktops that keep users productive and their data safe.
  • 29. Outsourced CIO and Reporting
    • Business services examples
      • Emailing clients
      • Sales
      • Accessing client files
      • Accounting and receivables
      • Graphic design
    • Technology that supports business services
      • Hardware
      • Operating systems
      • Applications
      • Network environment
      • Users
    • Areas to make changes
    • Link IT performance to business impact
    • Strategic IT planning
  • 30. Can You Afford Not To?
    • Increase
      • Client and user service level and quality
      • System uptime and performance
      • Staff productivity
      • Cost predictability
      • Alignment of IT to business needs
      • Transparency into IT performance
    • Reduce
      • Total cost of IT management
      • Security and compliance exposure
      • Risk of catastrophic data loss
      • Emergency IT issues
      • Downtime and lost productivity costs
  • 31. Next Steps
    • Technology and business IT assessment
    • Solution proposal
  • 32. Thank you The IT Support Department, LLC www.itsupportdept.com 318.747.9465 1.800.681.5470 [email_address]

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