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Should You Contract Out Your Nonprofit's Tech?
IT Assist and Managed Services
With Linda Widdop, Tech Impact and Cameron J...
. © TechSoup Global | All rights reserved2
Using ReadyTalk
• Chat to ask questions
• All lines are muted
• If you lose you...
. © TechSoup Global | All rights reserved3
You Are Being Recorded…
• You can find upcoming and past webinars on the TechSo...
. © TechSoup Global | All rights reserved4
Presenters
Becky Wiegand
Webinar Program Manager
TechSoup
Linda Widdop
Director...
. © TechSoup Global | All rights reserved5
Objectives
• General understanding of what “managed IT services” means
• Review...
6
About TechSoup
. © TechSoup Global | All rights reserved7
The Need Is Global – And So Are We
• TechSoup’s mission is to build a dynamic b...
. © TechSoup Global | All rights reserved8
www.TechSoup.Global
. © TechSoup Global | All rights reserved9
Our Impact
Together, we build a stronger, more resilient civil society.
$5.4B
i...
. © TechSoup Global | All rights reserved10
Participant Poll
Your current technology/IT is managed by:
• A dedicated IT te...
Managed IT Services, IT Assist, & Outsourcing Your IT
Support
How we are engaging and serving our primary customer segment...
. © TechSoup Global | All rights reserved12
IT Support – What It’s Supposed To Look Like
• Maintenance: PC, Server & Netwo...
. © TechSoup Global | All rights reserved13
Supporting the Mess: What Nonprofit IT Support Often Looks Like
• Provides mos...
. © TechSoup Global | All rights reserved14
• In house staff that knows a little about IT and is tasked by their peers
to ...
. © TechSoup Global | All rights reserved15
What if the Accidental Techie or in-house IT person gets in over their head?
. © TechSoup Global | All rights reserved16
5 Signs You Have Outgrown Your Accidental Techie
• When things go wrong with y...
. © TechSoup Global | All rights reserved17
Changing Times
 Changing Funder & Community Expectations
 Changing Technolog...
. © TechSoup Global | All rights reserved18
Changing Funder and Community Expectations
Way Back
“we do good”
Recent
“we se...
. © TechSoup Global | All rights reserved19
Way Back Technology
• Desktop computers
• Running old software, expensive to r...
. © TechSoup Global | All rights reserved20
Now Technology
• Board and Funders want to support high performing orgs
with m...
. © TechSoup Global | All rights reserved21
New Support Needs
• Data drives your business – it is your money maker
• Data ...
. © TechSoup Global | All rights reserved22
How Does Tech Help?
(Hint: it’s in the sky, puffy, and looks like this )
• Mob...
. © TechSoup Global | All rights reserved23
How Do We Get There?
• Outsource the mundane IT Support
• Invest in a CIO role...
What Is
Managed IT
Service?
. © TechSoup Global | All rights reserved25
Outsourcing the management of all your IT to a third party
Gaining the experti...
. © TechSoup Global | All rights reserved26
Managed IT Services
• Helpdesk
• Managed anti-virus and malware monitoring
• S...
. © TechSoup Global | All rights reserved27
The Financial Side of Managed IT Services
• Managed IT services pricing is usu...
About TechSoup IT Assist
A managed IT service just for nonprofits
. © TechSoup Global | All rights reserved29
IT Assist
• Serves only nonprofits and public libraries
• Provides support ser...
. © TechSoup Global | All rights reserved30
The Value Proposition of IT Assist to Our NPO Customers
We are a nonprofit ser...
. © TechSoup Global | All rights reserved31
www.techsoup.org/it-assist
. © TechSoup Global | All rights reserved32
Participant Poll
• Are you interested in being contacted to learn more about I...
33
Questions?
. © TechSoup Global | All rights reserved34
Learn and Share!
• Chat in one thing that you
learned in today’s webinar or
wi...
. © TechSoup Global | All rights reserved35
https://techsoup.course.tc
. © TechSoup Global | All rights reserved36
Upcoming Webinars and Events
• 10/13: QuickBooks for Religious and Faith-Based...
. © TechSoup Global | All rights reserved37
ReadyTalk offers dedicated product demos for
TechSoup organizations 4 times pe...
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Webinar - Should You Contract Out Your Nonprofit's Tech? IT Assist and Managed Services - 2016-10-11

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Visit http://www.techsoup.org for donated technology for nonprofits and libraries.

If your nonprofit or library has a small (or non-existant) paid staff and managing your technology is a burden, have you been considering managed IT services or contracting out maintenance? Maybe you already do have some managed IT services, but want to understand whether you're getting the most from the relationship out of your limited resources.

Hear TechSoup's Cameron Jones and Tech Impact's Linda Widdop talk about what managed IT services are; when your nonprofit, church, or public library may want to engage in them; and how to best evaluate offers that are out there, including TechSoup's IT Assist program.

They'll cover:

Defining what "managed IT services" means
-- How different offers may be structured, so you know what to look for and what questions to ask when evaluating a contract or managed services offer
-- Ways to bring your IT costs down - including migrating servers to the cloud, VoIP solutions, and more
-- An introduction to IT Assist, TechSoup's low-cost managed IT program for nonprofits and libraries

Published in: Education
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Webinar - Should You Contract Out Your Nonprofit's Tech? IT Assist and Managed Services - 2016-10-11

  1. 1. Should You Contract Out Your Nonprofit's Tech? IT Assist and Managed Services With Linda Widdop, Tech Impact and Cameron Jones, TechSoup October 11, 2016
  2. 2. . © TechSoup Global | All rights reserved2 Using ReadyTalk • Chat to ask questions • All lines are muted • If you lose your Internet connection, reconnect using the link emailed to you. • If you lose your phone connection, re-dial the phone number and re-join. • ReadyTalk support: 800-843-9166 Your audio will play through your computer’s speakers. Hear an echo? You may be logged in twice and will need to close one instance of ReadyTalk.
  3. 3. . © TechSoup Global | All rights reserved3 You Are Being Recorded… • You can find upcoming and past webinars on the TechSoup website: www.techsoup.org/community/events-webinars • You can also view recorded webinars and videos on our YouTube channel: https://www.youtube.com/TechSoupVideo • You will receive an email with this presentation, recording, and links within a few days. • Tweet us @TechSoup or using hashtags: #tswebinars
  4. 4. . © TechSoup Global | All rights reserved4 Presenters Becky Wiegand Webinar Program Manager TechSoup Linda Widdop Director of Technology Services Tech Impact Cameron Jones Vice President of Technology Solutions and Services TechSoup Assisting with chat: Susan Hope Bard, TechSoup
  5. 5. . © TechSoup Global | All rights reserved5 Objectives • General understanding of what “managed IT services” means • Review key options for types of IT management for your organization • Gain questions to ask and considerations for evaluating managed IT offers • Learn ways to bring down IT costs through newer technology models • Hear about IT Assist • Answer questions!
  6. 6. 6 About TechSoup
  7. 7. . © TechSoup Global | All rights reserved7 The Need Is Global – And So Are We • TechSoup’s mission is to build a dynamic bridge that enables civil society organizations and social change agents around the world to gain effective access to the resources they need to design and implement solutions for a more equitable planet. Countries Served TechSoup Partner Location NetSquared Local Group Where are you on the map?
  8. 8. . © TechSoup Global | All rights reserved8 www.TechSoup.Global
  9. 9. . © TechSoup Global | All rights reserved9 Our Impact Together, we build a stronger, more resilient civil society. $5.4B in technology products and grants employed by NGOs for the greater good 35 languages used to provide education and support 100+ corporate and foundation partners connected with the causes and communities they care about 6.2M annual visits to our websites 600,000 newsletter subscribers empowered with actionable knowledge 79% of NGOs have improved organizational efficiency with TechSoup Global's resource offering* *Source: survey conducted among TechSoup members in 2013
  10. 10. . © TechSoup Global | All rights reserved10 Participant Poll Your current technology/IT is managed by: • A dedicated IT team whose full-time job is managed tech • A single full-time IT person • A person who manages IT as one part of their overall job • A person or people with no real IT experience, reacting to problems • An independent IT contractor • A managed IT service • A bunch of managed IT services, responsible for different pieces or components of your IT • A volunteer • A board member • A family member • No one • Other (comment in chat)
  11. 11. Managed IT Services, IT Assist, & Outsourcing Your IT Support How we are engaging and serving our primary customer segment Cameron & Linda, August, 2016
  12. 12. . © TechSoup Global | All rights reserved12 IT Support – What It’s Supposed To Look Like • Maintenance: PC, Server & Network • Remove cookies / Temp files • Defrag hard drives • Update Anti-Virus definitions • Install Windows updates / security patches • Install application updates • Review log files • Check router and Firewall logs • Service printers • Upgrade and replace switches and other networking gear • Strategic IT Planning • Review current systems and make recommendations for new technologies or solutions • Understand future operational needs and how IT will be called on to support them • Hardware and software inventories and audits on a regular basis to ensure compliance
  13. 13. . © TechSoup Global | All rights reserved13 Supporting the Mess: What Nonprofit IT Support Often Looks Like • Provides mostly reactive support • Mainly keeps the hardware running • Spends a lot of time chasing down issues • Relies on grants to upgrade systems • Never gets on top of things enough to think about strategic IT issues
  14. 14. . © TechSoup Global | All rights reserved14 • In house staff that knows a little about IT and is tasked by their peers to fix issues. Also has another full time job with the organization.Accidental Techie • Organization has an actual staff person who is in charge of IT equipment and activities.In-House IT Staff • Someone the Accidental Techie can call when things get too complicated. Usually billed as an hourly call to fix a specific problem.The IT Contractor • Has a staff of IT people who can be dispatched. Contracts come with a “Bucket of hours” that can be drawn down over a specific timeframe. May also provide some planning services and a helpdesk. The Firm • An IT partner for your organization, both supports day-to-day issues, monitors systems, and advises on strategic IT decision making.Managed Services
  15. 15. . © TechSoup Global | All rights reserved15 What if the Accidental Techie or in-house IT person gets in over their head?
  16. 16. . © TechSoup Global | All rights reserved16 5 Signs You Have Outgrown Your Accidental Techie • When things go wrong with your IT you either: • Try getting friends/family/board members/volunteers to help out • Hire an expensive consultant which blows your IT budget • Your IT support strategy is the "break and fix" model – reactive instead of proactive • Your infrastructure is not being maintained - printers go on the blink; the website keeps going down; email sending is unreliable; your hardware and software is getting old and crashy. • Your accidental techie staff is spending more time fixing IT problems than focusing on program work and top priorities • You realize the hourly cost of downtime and operational interruption is so much more than a technician’s hourly rate • You just want it all to work and not have to think about it!
  17. 17. . © TechSoup Global | All rights reserved17 Changing Times  Changing Funder & Community Expectations  Changing Technology Options
  18. 18. . © TechSoup Global | All rights reserved18 Changing Funder and Community Expectations Way Back “we do good” Recent “we served 60” Yesterday “we now serve 84” Now “helping those 84 also to…”
  19. 19. . © TechSoup Global | All rights reserved19 Way Back Technology • Desktop computers • Running old software, expensive to replace • Server • Expensive to purchase, needs maintenance, backup and replacement/upgrade • Databases • Installed locally, outdated, expensive to purchase/upgrade • Phone Systems • Don’t get me started – expensive to maintain, limited functionality • Support • The IT guy working in the server room, keeping old equipment running, trying to keep the network connected Way Back “we do good”
  20. 20. . © TechSoup Global | All rights reserved20 Now Technology • Board and Funders want to support high performing orgs with measurable outcomes. • Technology needs to support that performance and outcome measurement • Mobility  users are on the go – need access to information • Agility  programs are changing – need systems to be flexible • Metrics  org, consumer, and community level – need reports and dashboards Now “helping those 84 also to…”
  21. 21. . © TechSoup Global | All rights reserved21 New Support Needs • Data drives your business – it is your money maker • Data systems require a different kind of expertise • Users need constant training • Systems require changes • Someone needs to understand business, billing, metrics to turn data into information
  22. 22. . © TechSoup Global | All rights reserved22 How Does Tech Help? (Hint: it’s in the sky, puffy, and looks like this ) • Mobility – users gain access to information hosted on cloud, accessed by WiFi or mobile device • Agility – subscribe to cloud systems, onus on vendor to upgrade and adapt to customer requests. Do not need to wait 5 years to replace in-house server and systems. • Metrics – data systems tuned to provide dashboards and flexible reporting
  23. 23. . © TechSoup Global | All rights reserved23 How Do We Get There? • Outsource the mundane IT Support • Invest in a CIO role to guide planning, decisions and budget • Dive into Data to report outcomes
  24. 24. What Is Managed IT Service?
  25. 25. . © TechSoup Global | All rights reserved25 Outsourcing the management of all your IT to a third party Gaining the expertise and support of an entire IT department for less than a full-time staff person Managed IT Services
  26. 26. . © TechSoup Global | All rights reserved26 Managed IT Services • Helpdesk • Managed anti-virus and malware monitoring • System updates and maintenance • Server monitoring and alerting system • System backup Most managed IT service providers offer some combination of the following services:
  27. 27. . © TechSoup Global | All rights reserved27 The Financial Side of Managed IT Services • Managed IT services pricing is usually based on the size and complexity of your office, including • Number of seats (computers) • Number of servers • Number of offices or locations • Prices can vary from $40 to $150 per month per “seat” • Monthly variation in billing can be driven by • Helpdesk support which is often charged separately or capped • Data backup (the more data you’re backing up daily the more cost) • On-site visits by IT staff • Contracts are generally for 1 year increments
  28. 28. About TechSoup IT Assist A managed IT service just for nonprofits
  29. 29. . © TechSoup Global | All rights reserved29 IT Assist • Serves only nonprofits and public libraries • Provides support services virtually • Works with existing accidental techies or IT staff • Offers live, unlimited help-desk support • Monitors security and performance • Manages your system and backups • Regular meetings with a technology expert for advice on: • Strategic technology planning • Hardware and software purchases • Budgeting best practices • Includes a hardware update program • Comes with a free one-year TechSoup Boost subscription
  30. 30. . © TechSoup Global | All rights reserved30 The Value Proposition of IT Assist to Our NPO Customers We are a nonprofit serving only nonprofits and public libraries – we understand your particular constraints and challenges We’ve structured the offer to bring the highest quality of service at the lowest price possible for NPOs. We help bring down the cost of IT management through migration of servers to the cloud, less expensive VoIP solutions, and strategic planning for data backup.
  31. 31. . © TechSoup Global | All rights reserved31 www.techsoup.org/it-assist
  32. 32. . © TechSoup Global | All rights reserved32 Participant Poll • Are you interested in being contacted to learn more about IT Assist directly? • Yes • No
  33. 33. 33 Questions?
  34. 34. . © TechSoup Global | All rights reserved34 Learn and Share! • Chat in one thing that you learned in today’s webinar or will try to implement. • Will you share this information with your colleagues and within your network? • Please complete the post-event survey that will pop up once the webinar ends!
  35. 35. . © TechSoup Global | All rights reserved35 https://techsoup.course.tc
  36. 36. . © TechSoup Global | All rights reserved36 Upcoming Webinars and Events • 10/13: QuickBooks for Religious and Faith-Based Organizations • 10/18: Is the Cloud Right for You? • 10/19: Microsoft Azure • 10/20: Broadband Planning for Libraries: Enough Is Never Enough • 10/25: Show Your Impact! Introduction to Data Visualization with Tableau • 10/26: Idealware Technology Planning for Nonprofits and Libraries • 10/27: What Microsoft's Cloud Services Can Do for Your Nonprofit • Explore our webinar archives for more!
  37. 37. . © TechSoup Global | All rights reserved37 ReadyTalk offers dedicated product demos for TechSoup organizations 4 times per week. For more information: www.techsoup.org/readytalk Please complete the post-event survey that will pop up once you close this window. Thank You to Our Webinar Sponsor!

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