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Managed Services
What It Is, What It Isn’t,
and How We Can Help

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Who Are We?

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The Managed Services Group At-a-Glance
Reliable Options
Contract out one, some,
or all services
LIFECYCLE MOBILE
Proactive Maintenance, Management, and
Services -
Repair & Spare Pool Services
STAGE MOBILE
Expert roll-out & configuration services of
enterprise mobile devices, MDM & BYOD
strategies
WLAN PROJECT SERVICES
End-to-End wireless network design,
including site surveys, installation,
configurations and network integrity
checks
WLAN MANAGED SERVICES
Wireless network maintenance, management,
security monitoring and repair services

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-Updates to hardware, applications, firmware, etc.
-Defined client/provider service matrix
-Hardware refreshes, swaps and services
-Ongoing reporting of performance
Proactive Maintenance
-Network and mobile device integrity checks
-Mobile Device configurations, including BYOD
-Wireless network optimization
-Expert installation and deployment services
Workforce Technology Optimization
-Mobile device geo-tracking for theft deterrence
-Wireless network platform security
-Mobile device management
-Technology optimization through monitoring
Real-Time Monitoring
-First level diagnostics with analysis and
reporting
-Management of manufacturer authorized
“Break/Fix” services
-Spare pool services
-Incident, problem, change, and service
management support services
Support and Repair Services
Pillars of Managed Services

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Monitoring Support Services

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Tier 2 & 3 Support
End-to-End Resolution
of all Device Issues
referred from
Customer’s Tier 1
Support Help Desk
Ticketing and
Logging
Detailed Reporting and
Analysis of Incidents
effecting the Availability
and Utilization of all
Devices
Monitoring and
Prevention
Minimize Operational
Downtime by available
24/7 Device Monitoring
Package
Development
Firmware, Patch
Management,
Customer Software
Updates to Mobile
Devices
MDM Management
Configure and Maintain
Mobile Device
Management Tools
such as SOTI or
Airwatch on all Devices
Mobile Device Managed Support
01 02
Device Staging
Comprehensive Builds
of Customer Software
“Golden Image” for
each Device Tested
and Deployed to Field.
03 04 05 06

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WLAN Managed Support
Configure
Controller Configuration
Wireless Configuration
Wireless Intrusion Platform Configuration
Monitor
Equipment Monitoring for Problems & Alarms
Wireless Intrusion Monitoring
Event Monitoring In Case of Incident
Report
Ticketing and Logging of all WLAN Issues
Incident Verifications
Detailed Resolution Descriptions
Manage
Equipment Firmware Updates Management
Vendor Software Management
Network Integration & Preventative Maintenance
Testing and Deployment
Troubleshoot & Diagnose
Detect Events Remotely
Determine Actionable Responses
Proactive Network Disaster Recovery Plans
Tier 2 & 3 Helpdesk Support
Customer IT Helpdesk Support
Tier 2 & 3 Support on Escalated Tickets
End to End Resolution on all Support Requests

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Maintenance/Repair
Management

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Maintenance/Repair Management
• RMA Management of all devices under
warranty
• RMA Creation
• RMA Tracking
• Warranty/Contract Tracking
• Spare Pool Management
• Required 5% of Field Devices
• Same Day Shipping with “Golden
Image”
• Repair Creation/Tracking
Support and Repair Services
-First level diagnostics with analysis and
reporting
-Management of manufacturer authorized
“Break/Fix” services
-Spare pool services
-Incident, problem, change, and service
management support services

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Incident Management

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Incident Management

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Return on Investment
Considerations

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How your Operation Benefits with M.S.
Hiring Resources vs Managed Services
-IT recruiting today is difficult and time consuming
-Finding expert services in wireless network and
workforce devices even more difficult
-Save thousands on M.S. vs hiring full time staff
-Onboarding new staff to your systems in place isn’t a
quick and easy process – plus pay-per-day
-You hire a team of experts with M.S. vs individuals!
Watchdog Security
-Dedicated 24/7 security personnel
-Real time threat monitoring
-Responsiveness: Notifications of incidents as
they happen
Proactive maintenance & management
Updates, refreshes and technology swaps done on
time and by schedule without involving clients
Familiarity; Tech, Processes & Industry
-Less time needed to address/complete request
-Expert installations vs “going it alone”
-Expert support & maintenance vs “figuring it out”
Turn the Resources Tide
Keep your staff engaged on your tasks..
Intensive Care, On Demand
–24/7 or 8/5 support
-Thorough business analysis
-Real-time network and device monitoring
-Remote and On-site services available
-Contract services based on needs
-Repairs with M.S. seamlessly completed
Minimize/Eliminate Downtimes
Managed Services only has a focus on their contracted
services vs the many initiatives of IT teams
Optimized Technology = stronger, faster, smarter
Your team’s tech stays reliable and is optimized to peak performance
levels for a better ROI on your investments

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How Managed Services reduces operating cost
46% of managed services users (CompTIA
Survey, 2015) noted 25% or more in
annual cost savings
50% in the same study saved up to 24%
WHAT’S YOUR OVERALL ROI???
Access to Experts without Hiring Pressures
-Only 3.5% of tech professionals are out of work.
-1-3 years experience avg. salary: $46,315
-National avg. salary for IT professionals: $81,327
IT Costs Rising
3.1% = the average rise of IT costs in 2014 (see image)
Cost of an MC 55: $2000
Fix-By-Incident Repair for an MC 55: $700
Security Breach Impacts
Small Business Losses: $38,000
Large Business Losses: $824,750
…not including addition of preventative services
Eliminate other services in place
We have saved one of our partners $218,310 vs
previous arrangements
Productivity Increases
72% of Companies of 100+ employees reassigned IT
teams to other projects after managed services were
contracted

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Other Operational Considerations
• Additional Internal IT Team Considerations:
• Gain expertize from a managed services collaboration
• Proactive notifications to IT teams
• Performance measurements can positively impact decision making
• Revenue generating activities can get more attention
• “Low hanging Fruit” tasks can be offshored
• Network and device security is stronger with more resources in place
• …and the sophistication of attacks are tougher everyday
• …and managed services stays abreast on the latest security technologies and trends
• Services can be cyclical… and can be organized to only impact IT teams if action is needed
• Consulting anytime, anywhere – fix issues yourself!

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A break/fix example…
“Device failure can annually cost $2000-$3000 per device”
MC55 Avg. Cost: +/- $2000 (depending on provider)
Using a manufacturer or one-time repair model:
Repair & Service Costs: $700-$1000 (Flat Rate)
Typical Warranty Repair Turn-Around: 15-20 days
Time it Actually Takes To Repair: 10 days
**You’re losing half/almost half the value with one repair, not including downtime!
But, your repair cost under a ScanOnline Managed Services SLA (Contracted):
1-100 Devices: $15.00 annually per device
101-500 Devices: $12.50 annually per device
500+ Devices: $10.00 annually per device
In-House Repair Turn-Around Time(Avg.): 2-7 Days
You can cover 50 devices @ $750 – only $50 more than the cost of fixing one device!
…and spare pool devices options are available with your apps pre-loaded to keep devices in hand.

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…and what downtime cost
The average cost of a typical (non
security breach) 1 hour wireless
network downtime period is…
$100,000
Some Factors Include:
-Loss of sales
-Employee labor costs
-Lost/damaged data
-Restarting/restoring operations
-Professional services cost
-Any cost around reassigning resources
-Customer dissatisfaction/reputation damage

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Sources:
CompTIA; “4th Annual Managed Services Trend’s Study”:
https://www.comptia.org/resources/4th-annual-trends-in-managed-services
Datalogic: “Handheld Computers: Repair or Replace? Analyzing the Decision for Best ROI”:
http://supplychainservices.com/files/3513/1249/7183/Repair_replace_DLMSupplyChain_cobranded.pdf
Gartner, Inc. “Gartner Says Worldwide IT Spending on Pace to Reach $3.8 Trillion in 2014”:
http://www.gartner.com/newsroom/id/2643919
InfoWorld: “The 10 U.S. cities with the highest IT salaries -- and 10 more on the move”:
http://www.infoworld.com/article/2613550/it-jobs/the-10-u-s--cities-with-the-highest-it-salaries----and-10-more-on-the-move.html
Information Technology Intelligence Consultants: “2013-2014 Technology Trends and Deployment Survey”:
http://www-01.ibm.com/common/ssi/cgi-bin/ssialias?infotype=SA&subtype=WH&htmlfid=IML14388USEN
Kaspersky Labs: “Businesses report losing up to half a million US dollars due to a security breach”:
http://www.kaspersky.com/about/news/business/2015/businesses-report-losing-up-to-half-a-million-US-dollars-due-to-a-security-breach
PwC’; “The Global State of Information Security Survey 2016”:
http://www.pwc.com/gx/en/issues/cyber-security/information-security-survey/download.html
US Bureau of Labor Statistics:
http://www.bls.gov/data/

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Questions?