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Proactive Services Customer V8


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Proactive Services Customer V8

  1. 1. Teknoforce Proactive IT Services Versatility First Class Service Innovation
  2. 2. Agenda <ul><li>Ricoh’s Transformation and Mission </li></ul><ul><li>The Teknoforce Team </li></ul><ul><li>IT Issues </li></ul><ul><li>Teknoforce Proactive IT Services </li></ul><ul><li>Four Cornerstones of Teknoforce Proactive IT Services </li></ul><ul><li>Other IT Service Offers </li></ul><ul><li>Summary </li></ul>
  3. 3. “ For the past decade, Ricoh has been transforming itself from a Japanese office-machine maker into a global technology solutions provider that gets most of its revenue from software and services like consulting. Today the world’s No. 1 copier maker generates half of its revenue from hardware and half from software and services; 55% of those sales come from outside Japan.” Ricoh Transformation
  4. 4. “ We will provide comprehensive One Stop Technology Services for Solutions, MFPs, and Networks, setting the standard for service in our industry by exceeding our customers’ expectations.” Our Mission
  5. 5. Teknoforce
  6. 6. Teknoforce Team - Providing Support When & Where You Need It
  7. 7. Over 1700 technicians Over 2200 certifications Certifications Promote Understanding Consistent Training • Product Knowledge • Exceptional Service S U C C E S S Institute Certification CompTIA A+ CompTIA Network+ CompTIA Certified Document Imaging Architech (CDIA+) Microsoft Microsoft Certified Prof. (MCP) Microsoft Microsoft Certified System Engineer (MCSE) Microsoft Microsoft Certified System Admin. (MCSA) SonicWALL Certified SonicWALL Security Admin. (CSSA) CompTIA Server+ Microsoft Microsoft Certified Professional + Internet CompTIA Security+ Cisco Cisco Certified Network Assoc. (CCNA) Institute Certification Novell Certified Novell Admin. (CNA) CompTIA Certified Technical Trainer (CTT+) Novell Certified Novell Engineer (CNE) Cisco Cisco Certified Design Assoc.(CCDA) Microsoft Microsoft Certified Database Admin. (MCDA) Linux Red Hat Certified Engineer (RHCE) Linux Linux+ (ISC)2 Certified Information Systems Security Prof. (CISSP) Citrix Citrix Certified Admin. (CCA) CompTIA Project+
  8. 8. Teknforce Proactive IT Services Profile <ul><li>Business sensitivity to critical business data </li></ul><ul><li>Technology is central to running business </li></ul><ul><li>Unpredictable monthly IT bills </li></ul><ul><li>Contract with an IT service provider </li></ul><ul><li>No full-time IT resource in-house </li></ul><ul><li>Network reliability and uptime are essential to running business </li></ul><ul><li>Lack of IT budgeting/forecasting </li></ul><ul><li>Minimal or no 3 year technology plan </li></ul><ul><li>Inability to recover from an IT disaster </li></ul>Are you running your IT or your business? According to Gartner, the average small to medium-sized business experiences an average loss of $1200 of revenue per hour due to a network outage. Do you fit this profile?
  9. 9. <ul><li>Proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform. </li></ul><ul><ul><li>Proactive vs. reactive network management </li></ul></ul><ul><ul><li>Established and predictable cost/month </li></ul></ul><ul><ul><li>Remote/automated solutions </li></ul></ul><ul><ul><li>Scalable </li></ul></ul><ul><ul><li>Backed by Teknoforce </li></ul></ul>Teknoforce Proactive IT Services Teknoforce Proactive IT Services 24 x 7 Remote Monitoring Remote Desktop Support (8am-5pm) On-Site Support (8a-5p) Ticket Management Anti-Virus Software Anti-Spyware Software Desktop Patching (Hotfixes) Desktop Operating System Updates (Service Packs, etc.) Monthly Maintenance Proactive Workstation Optimization   Third Party Software Updates Back-Up and Disaster Recovery
  10. 10. Reactive vs. Proactive Support Benefits <ul><li>Reactive (Today) </li></ul><ul><li>Diagnose & remedy via human intervention </li></ul><ul><li>Snapshot in time reporting of outages </li></ul><ul><li>Variable monthly expenses </li></ul><ul><li>Network is open to system viruses and attacks </li></ul><ul><li>Delays in response time </li></ul><ul><li>Proactive (Your Future) </li></ul><ul><li>Automated help-desk, monitoring, diagnostics, and remediation </li></ul><ul><li>Intelligent learning system provides for system adjustments based on patterns & usage </li></ul><ul><li>Single management portal </li></ul><ul><li>Comprehensive web-based reporting capabilities </li></ul><ul><li>Predictable/forecastable monthly expenses – per workstation/ server </li></ul>Reduce your overall IT costs with proactive management
  11. 11. Consider Your IT Costs Today <ul><ul><li>Example: </li></ul></ul><ul><ul><li>On-site visits, unplanned calls </li></ul></ul><ul><li>+ Workstation refreshes, patches, defrags </li></ul><ul><li>+ Inability to collaborate </li></ul><ul><li>+ Recovery time from server crashes </li></ul><ul><li>+ Replacement due to unforeseen breaks </li></ul><ul><li>= Total IT Costs </li></ul><ul><ul><li>Monthly IT Support Costs </li></ul></ul><ul><li>+ Slow performance </li></ul><ul><li>+ Reduced functionality </li></ul><ul><li>+ Increased risk </li></ul><ul><li>+ Unbudgeted capital expenses </li></ul><ul><li>= Total IT Costs </li></ul>
  12. 12. Increased efficiency Teknoforce Proactive IT Services Value <ul><li>Faster/better network performance </li></ul><ul><li>Greater employee productivity </li></ul><ul><li>Peak network performance </li></ul><ul><li>Enhanced data protection </li></ul><ul><li>Business continuity </li></ul><ul><li>Reduced TCO </li></ul><ul><li>Extended equipment life </li></ul><ul><li>Reduced overhead </li></ul><ul><li>Network reliability </li></ul><ul><li>Greater up-time </li></ul><ul><li>Greater employee productivity </li></ul>Network Administration Remote Suppport Technology Consulting Proactive Technology Management <ul><li>Greater employee productivity </li></ul><ul><li>Network scalability </li></ul><ul><li>Energy efficient operations </li></ul><ul><li>Transparent network management </li></ul><ul><li>Improved executive decisions </li></ul><ul><li>Predictable Monthly Costs </li></ul><ul><li>Expense budgeting Forecasting accuracy </li></ul><ul><li>No expensive/unanticipated break-fix Costs </li></ul><ul><li>No additional/IT staff costs </li></ul>Teknoforce Proactive IT Services for your peace of mind <ul><li>Reduced Downtime </li></ul><ul><li>Instant desktop / server Support </li></ul><ul><li>Network reliability </li></ul><ul><li>Reduction in major problems </li></ul><ul><li>Accountable IT service agreements </li></ul><ul><li>Greater employee productivity </li></ul>
  13. 13. The Four Cornerstones <ul><li>Proactive Technology Management </li></ul><ul><li>Maintenance and monitoring processes ensure that your INFRASTRUCTURE – servers and workstations - is running as smoothly as possible. </li></ul><ul><ul><li>Reduce Issues </li></ul></ul><ul><ul><li>Faster, better Performance </li></ul></ul><ul><ul><li>Predictable costs </li></ul></ul><ul><ul><li>Extended equipment life </li></ul></ul><ul><ul><li>Reduced repair and maintenance costs </li></ul></ul><ul><li>Network Administration </li></ul><ul><li>This service is about supporting, where automation isn’t able to your INFRASTRUCTURE. Monthly / quarterly on-site visits and technology checklists ensure your systems meet best practices. </li></ul><ul><ul><li>Increase efficiency </li></ul></ul><ul><ul><li>Provide predictable costs </li></ul></ul><ul><ul><li>Extend equipment life </li></ul></ul><ul><li>Technology Consulting </li></ul><ul><li>Proves STRATEGY and EXECUTION . A certified technology expert will review all areas – toolset, best practices, documentation, issues, and provide you with a technology summary and roadmap for the future. </li></ul><ul><ul><li>Predictable costs </li></ul></ul><ul><ul><li>Extended equipment life </li></ul></ul><ul><ul><li>Reduced repair and maintenance Costs </li></ul></ul><ul><li>Reactive Support </li></ul><ul><li>Focused on SUPPORT, there is one number to call, or use our portal to open a ticket. Our Teknoforce team provides expert technical assistance and around-the-clock network support with nationwide coverage for any size organization – small to big. Teknoforce offers what few others can. </li></ul><ul><ul><li>Increased efficiency </li></ul></ul><ul><ul><li>Reduced downtime </li></ul></ul><ul><ul><li>Predictable costs </li></ul></ul>
  14. 14. <ul><li>Remote </li></ul><ul><li>Review event logs </li></ul><ul><li>Perform Microsoft updates </li></ul><ul><li>Verify documentation </li></ul><ul><li>Evaluate life cycle of machines </li></ul><ul><li>Review alerts & tickets </li></ul><ul><li>Verify security settings </li></ul><ul><li>Verify availability of firmware updates </li></ul>Proactive Technology Management <ul><li>On-site </li></ul><ul><li>Verify hardware LED indicators </li></ul><ul><li>Review labeling of equipment </li></ul><ul><li>Test UPS </li></ul><ul><li>Update network diagrams </li></ul><ul><li>Note environment </li></ul><ul><li>Restart server </li></ul><ul><li>Review monitoring alerts </li></ul>Monthly remote and on-site task lists include, but are not limited to:
  15. 15. Network Administration <ul><li>Use of monthly / </li></ul><ul><li>quarterly </li></ul><ul><li>technology </li></ul><ul><li>checklist to: </li></ul><ul><li>review best practices - security, exchange, how to manage data, active directory, etc. </li></ul><ul><li>develop action lists that enable best practices </li></ul><ul><li>respond to issues </li></ul>
  16. 16. <ul><li>View call history. </li></ul><ul><li>View open and closed tickets </li></ul>Reactive Support
  17. 17. Technology Consulting <ul><li>Technology Summary provides a roadmap for the future. Enables: </li></ul><ul><ul><li>planning </li></ul></ul><ul><ul><li>budgeting </li></ul></ul><ul><ul><li>forecasting </li></ul></ul><ul><li>Sample Executive Summary </li></ul><ul><li>Health Score </li></ul><ul><li>Ticket overview </li></ul><ul><li>Disk space used </li></ul><ul><li>Operating systems </li></ul><ul><li>Patch status </li></ul><ul><li>Alarm notifications </li></ul><ul><li>License summary </li></ul><ul><li>How to read report </li></ul>Before After
  18. 18. Service Offerings by Cornerstone
  19. 19. Workstation Service Offerings
  20. 20. Server Service Offerings
  21. 21. Customer Needs Features Integrated help desk Comprehensive reporting Flexible customer setup Rapid deployment Ticket management & customer portal Automated remediation 24x7 automated remote monitoring 24x7 Teknoforce Help Desk & MSOC Remote desktop support On-site support: 1700 certified technicians Nationwide coverage Per Workstation/Server monthly charges Monthly maintenance & automated remediation Network scalability Faster (better) performance Reduced downtime Extended equipment life and reduced repair and maintenance costs Predictable costs 24x7 remote monitoring Anti-Virus / Anti-Spyware software Desktop patching Desktop operating system updates Monthly maintenance Increased efficiency Proactive workstation optimization Back-up and Disaster Recovery Optional hardware/services Greater employee productivity Peak network performance Enhanced data protection and business continuity Energy efficient operations Greater employee productivity Peace of mind Network scalability  fast employee on-ramp Energy efficient operations  embracing corporate responsibility towards “Green” initiatives Transparent network management  resources Assigned to their area of expertise Faster and more knowledgeable executive decision making  quick access to reports Instant desktop / server support  higher employee productivity Peace of mind Network reliability  higher employee productivity Reduction in major problems  reducing extended downtime Enhanced data protection and business continuity Accountable IT service agreements  SLA based Expense budgeting and forecasting accuracy Removal of expensive and unanticipated break-fix costs No additional/IT staff costs to manage network Increased infrastructure ROI  reduced overhead Network reliability and peace of mind Greater up-time  employee productivity Benefits Your Benefits
  22. 22. Nationwide Coverage Additional TEKNOFORCE™ Offerings
  23. 23. Our Partners
  24. 24. Our Customers Ricoh – Your Total Service Provider Ricoh TEKNOFORCE ™ surrounds our customers with an all-in-one solution that helps to drastically improve business processes while minimizing costs. Disaster Recovery Proactive IT Services Remote Monitoring Managed Security Printer Maintenance Network Design Desktop Support Helpdesk Hardware IT Consulting Certified Technicians Remote Maintenance