© MAP for Nonprofits - 2013 Slide 1Selecting the Right IT Support
Tech Support
Confidential
Insider Advice on Selecting
th...
© MAP for Nonprofits - 2013 Slide 2Selecting the Right IT Support
Nice to meet you!
Karen Graham
Director, Technology & In...
© MAP for Nonprofits - 2013 Slide 3Selecting the Right IT Support
Let’s chat: What is your
burning question about
selectin...
1. Questions to ask before you start
2. Overview of major options for IT
support
3. Tips for choosing a provider
4. Questi...
© MAP for Nonprofits - 2013 Slide 5Selecting the Right IT Support
GETTING READY
© MAP for Nonprofits - 2013 Slide 6Selecting the Right IT Support
Needs Assessment for IT Support
*Worksheet
SCOPE
•What a...
© MAP for Nonprofits - 2013 Slide 7Selecting the Right IT Support
Needs Assessment for IT Support
SKILL LEVEL
•Ask yoursel...
© MAP for Nonprofits - 2013 Slide 8Selecting the Right IT Support
Needs Assessment for IT Support
BUDGET
•What can you bud...
© MAP for Nonprofits - 2013 Slide 9Selecting the Right IT Support
More questions…
• Who provides internet services for you...
© MAP for Nonprofits - 2013 Slide 10Selecting the Right IT Support
• Do you have SPAM filtering for your email?
• What kin...
© MAP for Nonprofits - 2013 Slide 11Selecting the Right IT Support
Rank your requirements.
What’s the relative importance ...
© MAP for Nonprofits - 2013 Slide 12Selecting the Right IT Support
Options for IT Support
• Volunteers
• Internal staff
• ...
© MAP for Nonprofits - 2013 Slide 13Selecting the Right IT Support
VOLUNTEERS
Great for short term projects, engaging peop...
© MAP for Nonprofits - 2013 Slide 14Selecting the Right IT Support
Tips for Successful IT Volunteers
• Pick the right proj...
© MAP for Nonprofits - 2013 Slide 15Selecting the Right IT Support
STAFF
I know you. I’m here, if you need me or not.
© MAP for Nonprofits - 2013 Slide 16Selecting the Right IT Support
IT staffing and salary survey
Average annual salaries
S...
© MAP for Nonprofits - 2013 Slide 17Selecting the Right IT Support
ON DEMAND
Help! My computer is on fire!
© MAP for Nonprofits - 2013 Slide 18Selecting the Right IT Support
MANAGED IT SERVICES
Steady support, but beware the off ...
© MAP for Nonprofits - 2013 Slide 19Selecting the Right IT Support
  Pros Cons
Volunteer “Free”, potentially available, pr...
© MAP for Nonprofits - 2013
• Questions to ask
• Contract
• Relationship tips
© MAP for Nonprofits - 2013 Slide 21Selecting the Right IT Support
Quiz
• What’s one question to ask before you choose an
...
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Selecting the Right IT Support for Your Nonprofit

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-pros and cons of internal staff, volunteers, on demand services and managed IT
-questions to ask before you start
-tips for choosing a provider

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Selecting the Right IT Support for Your Nonprofit

  1. 1. © MAP for Nonprofits - 2013 Slide 1Selecting the Right IT Support Tech Support Confidential Insider Advice on Selecting the Right IT Support #nptechsupt Presented by Karen Graham September 19, 2013
  2. 2. © MAP for Nonprofits - 2013 Slide 2Selecting the Right IT Support Nice to meet you! Karen Graham Director, Technology & Innovation MAP for Nonprofits 651-632-7231 kgraham@mapfornonprofits.org @karentgraham
  3. 3. © MAP for Nonprofits - 2013 Slide 3Selecting the Right IT Support Let’s chat: What is your burning question about selecting the right IT support?
  4. 4. 1. Questions to ask before you start 2. Overview of major options for IT support 3. Tips for choosing a provider 4. Questions and wrap-up
  5. 5. © MAP for Nonprofits - 2013 Slide 5Selecting the Right IT Support GETTING READY
  6. 6. © MAP for Nonprofits - 2013 Slide 6Selecting the Right IT Support Needs Assessment for IT Support *Worksheet SCOPE •What are you looking for? •Consider dividing IT needs into categories.
  7. 7. © MAP for Nonprofits - 2013 Slide 7Selecting the Right IT Support Needs Assessment for IT Support SKILL LEVEL •Ask yourself how complex your tech needs are. •Find out and document the technical knowledge and abilities of your staff AVAILABILITY •Expectation of availability to staff •How frequently do your IT problems pop up? •Response time
  8. 8. © MAP for Nonprofits - 2013 Slide 8Selecting the Right IT Support Needs Assessment for IT Support BUDGET •What can you budget for IT support? •Are you in a position to invest more now in order to potentially reduce costs later or improve productivity? STRATEGY •What elements of your technology are most mission-critical? •Where are the stakes highest?
  9. 9. © MAP for Nonprofits - 2013 Slide 9Selecting the Right IT Support More questions… • Who provides internet services for your organization? • Who supports your telecommunication services? • Who supports your network cables (voice & data)? • Who supports your telephone systems? • Who supports your copy machine? • Where is your Domain Name registered? • Who host your DNS? • Where is your web site hosted? • Who supports or maintains your web site? • Where is your email hosted? • Who supports your email?
  10. 10. © MAP for Nonprofits - 2013 Slide 10Selecting the Right IT Support • Do you have SPAM filtering for your email? • What kind of databases do you have? (Donor, accounting, client, etc.) Are these databases online or hosted on a server or workstation your network? • Who does your social media? • How is help desk type support provided now? • Do you have a Technology Plan or Database Plan? • Do you have an IT Budget? • Do you have a backup system? If yes, where? Online or locally on your server? • What knowledge and expertise do you have on staff or on the board? Are there people who may have skills you could leverage?
  11. 11. © MAP for Nonprofits - 2013 Slide 11Selecting the Right IT Support Rank your requirements. What’s the relative importance of… •Quick response time and resolution time •Reliability/availability •Depth of understanding of organization •Strategic approach •Cost
  12. 12. © MAP for Nonprofits - 2013 Slide 12Selecting the Right IT Support Options for IT Support • Volunteers • Internal staff • On Demand • Managed IT
  13. 13. © MAP for Nonprofits - 2013 Slide 13Selecting the Right IT Support VOLUNTEERS Great for short term projects, engaging people with special skills.
  14. 14. © MAP for Nonprofits - 2013 Slide 14Selecting the Right IT Support Tips for Successful IT Volunteers • Pick the right project • Provide clear expectations and support • Keep volunteer’s needs in mind Find Volunteers: HandsOn Network VolunteerMatch Community Corps Landit.org
  15. 15. © MAP for Nonprofits - 2013 Slide 15Selecting the Right IT Support STAFF I know you. I’m here, if you need me or not.
  16. 16. © MAP for Nonprofits - 2013 Slide 16Selecting the Right IT Support IT staffing and salary survey Average annual salaries Small <$1M Med $1-5M System/network admin $43,333 $47,291 Technician/IT support $35,416 $47,500 IT staff to org staff ratio Small <$1M Med $1-5M 1:5 (2.3-10) 1:10.5 (5.8-23.3) http://www.nten.org/research/download_it_staffing_2012
  17. 17. © MAP for Nonprofits - 2013 Slide 17Selecting the Right IT Support ON DEMAND Help! My computer is on fire!
  18. 18. © MAP for Nonprofits - 2013 Slide 18Selecting the Right IT Support MANAGED IT SERVICES Steady support, but beware the off shore call center
  19. 19. © MAP for Nonprofits - 2013 Slide 19Selecting the Right IT Support   Pros Cons Volunteer “Free”, potentially available, project work, engage people in meaningful way Scheduling/response time, knowledge/skill level and need for supervision widely variable, can be flaky Internal  staff Availability, knows your systems well, around to observe and make proactive recommendations, invested in the organization. Less flexible to match workload fluctuation, most expensive cost of ownership, training is your responsibility/working in isolation On  Demand It’s on demand! There when you need it. Often higher level of technical expertise/resources. Most expensive (hourly at least), unfamiliar w/your system. Focus on putting out fires. Variable budget item. Managed IT Regular maintenance, proactive. Knows your system. Potentially strategic. Predictable cost. Not necessarily invested in organization. Some bundled services may not be necessary.
  20. 20. © MAP for Nonprofits - 2013 • Questions to ask • Contract • Relationship tips
  21. 21. © MAP for Nonprofits - 2013 Slide 21Selecting the Right IT Support Quiz • What’s one question to ask before you choose an IT support option? • Compare and contrast: managed IT vs help desk support • Name two things that can help make your IT support relationship successful. • Your questions?

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