Italy is no stranger to the reactive model of IT services. With a majority of companies with fewer than 50 personal computers and 5 servers, the approach to outsourced IT systems administration has been one of “get the IT guy over here to fix it”. Demonstrating the value of automated IT services has been an arduous process in Italy, but one that we have solved by demonstrating the value of a comprehensive IT service. Join me for this session as I discuss this transformation and provide you with some insight and ideas on how you can leverage this for your own market.

1. Transitioning from a Reactive
Break-Fix Marketplace to a
Proactive Automated Model
Emanuele Briganti
Vito Pietrapertosa PC SYSTEM -ITALY

2. Our speakers
• Emanuele Briganti
Chief Information Officer @ Pcsystem
• Vito Pietrapertosa
Chief of IT Managed services team @ Pcsystem

3. Agenda
• Introduction
• Italian market in IT sector
• Our response
-------------------------------------------------------
• Field Experience
• Success stories for our model
• Q&A

4. From Italy to Las Vegas

5. Pisa and Italian IT
Our Headquarters are close to Pisa
– Pisa was the cradle of Italian IT
– Pisa 1957- Calcolatrice Elettronica Pisana (CEP): the
first electronic calculator in Italy for scientific
research
– Pisa 1986 - the first internet connection is realized
– Pisa since 1987 - headquarters of Top Level IT
Domain

6. PC System Company Profile
The PC System started in 1980, when computers were
still bulky objects with little flexibility. Today we have:
• 80 employees
• over 40 technicians
• an organizing service team
• over 1500 clients

7. Our Managed Services Team

8. Kaseya and us, the story of an
encounter
• Our story with Kaseya began in 2006
• We were searching for a software that
allowed us to offer a remotely operated
patch-management service
• We chose Kaseya for the agent-server
architecture of communication which
was perfect for offering a remote service

9. Kaseya and us
After a few months we saw the enormous
potential of the product:
• We analized modules starting with Backup &
Disaster Recovery
• We designed a way to be able to begin to
remotely manage the entire IT infrastructure
of our clients

10. The Italian Market
In Italy, 99,7% of active companies have
fewer than 250 employees
94,6% are micro companies
(fewer than 10 employees)
Number of companies in Italy 2012
Number %
Micro 3.610.090,00 94,6
Small 184.345,00 4,8
Medium 19.370,00 0,5
M+S+M 3.813.805,00
Big 3.253,00 0,1
Total 3.817.058,00 100%

11. Our Target
Micro & Small Business
1 to 100 PCs - 1 to 30 Servers
Very often in this target range, IT service
management is handled by someone outside
the company (IT Guy)
If there is someone responsible within the
company, he typically has tasks other than
management of the systems

12. The widespread Break-fix model
• Italian micro and small businesses are
used to the break-fix model
• ‘I have a problem, I call the technician
to see how to resolve it.’
• Works are rarely planned
• Intervention only in the moment of
need

13. Our approaches
The need to create market-adapted SLA
has created two possible ways
• Sale of a single service model
– (the so-called ‘pill’)
• All-inclusive service, completely managed
including on-site intervention

14. ‘Pill’ service
• We suggest a single service when in
need of
– Patch
– Inventary
– Remote Control
– Audit etc..
• If the client is happy we try to integrate
the first with the others

15. ‘Pill’ service 2
• Convenient for those who are not regular
clients
• For those who don’t want to invest money
in a completely managed service
• «Trojan Horse» to gain their trust

16. All inclusive service
The most important thing to make the
client understand:
Proactively managing their IT system for a
fixed cost ensures worry-free operation
All this increases business continuity at a
fixed cost for the client

17. Marketing Goals of Managed Services
For the IT Guys, the more problems there
are, the more they earn: these interests
are contrary to those of the client
There is no incentive to be proactive as
they make money out of interventions
IT GUY COMPANY

18. Marketing Goals of Managed Services
With the All inclusive service our interests, and
those of the client, meet
- If all goes well, we work less and the client is satisfied
- We manage their infrastructure as if it were our own
COMPANY
MSP

19. Marketing Goals of Managed Services
If the client understands this concept, it is not
important how many PCs or servers they have
What matters is continuity of business linked IT
COMPANY
MSP

20. Our Golden Service
• All inclusive service: Hardware
replacement, Antivirus, Firewall, Filteri
ng, Kaseya full module
• On-site intervention included
• Backup & Disaster Recovery on all
client PCs and servers
• Assurance for us that we can restore
the system in case of unforseeable
problems

21. The upcoming KSBR Storage Craft
When the module is complete, we will
have these improvements:
• Possibility for much smaller RPO, even
at the client end
• Reduction in number of NAS necessary
to complete simultaneous back-up

22. Reflections
• We have tried to convince the client of the
philosophy of services managed independently
size of their office
• If an infrastructure is well managed and the
company is dynamic, it will be more willing to
invest in new projects knowing with certainty
that the cost will be handled over time. So in
addition, there is an increase in total sales for
the customer

23. Cases of our model’s success
• Vito Pietrapertosa
Chief of IT Managed services team @ Pcsystem

24. Agenda
• Examples of customers who have embraced
our model
• The experience of two companies of the
break-fix model
- Transalpe and Giorgio Tesi Vivai
Sales after the solving of a problem
- The Gruppo Nelli case
• The smallest managed client
• The Covino case
• Q&A

25. Transitioning from break-fix :
two types of examples
• Transalpe and Giorgio Tesi Vivai
– The need to be constantly monitored
– The desire not to depend on one person
– An intervening technician assigned to each
problem
– IT uncontrolled and unmonitored
– Containing the costs of the configuration
of the new hardware

26. • Nesti & Nelli group
– False perception of IT management
– Difficulties in the perception of managed
services
– Client uses Kaseya after a serious
problem
– With company expansion, management
becomes even more difficult
Transitioning from break-fix :
two types of examples

27. Transalpe – Shipping & Logistics
A dynamic new company but with 30 years of experience
in the international shipping sector. Today we bring an
international logistics service provider to the
market, offering our clientele a vast range of highly
personalized services for sea and air transportation and
logistics.

28. Transalpe
• Headquarters in Livorno, Tuscany, and two
branch offices, one in Hong Kong (65 PCs and
15 servers).
• Branches connected via Vpn, to each other
and Headquarters
• Shared resources: Mail server, AD, File
Server, WebServer, Data Warehouse.. Etc
• For the most part, communication is via
electronic mail

29. Giorgio Tesi Nurseries
The Giorgio Tesi Group, a leading company in the field
of ornamental nurseries. Since the 1980s, this
dedicated and motivated company has grown, both in
the Italian and European markets, to be one of the
leading European companies in this sector.

30. Vivai Giorgiotesi
• Second largest nursery in Europe
• Supplying trees and plants to customers globally
• Headquarters in Pistoia, Tuscany, with 6 branch
offices
• Core business based on communication via
• email-fax
• Spring and early summer is the critical Peak
season when business cannot stop.
• Important shared resources:
ERP, mailserver, product catalogue.

31. Transalpe and Vivai before kaseya
• Infrastructure managed by an external
consultant
• Slow PCs without regular maintenance
• Licensed software and Hardware not
inventoried.
• Server and client not monitored.
• Resolution of problems is dependant on
the consultant’s availability and as a
result, is very slow.

32. Transalpe and Vivai before kaseya
• Redundancy issues for connectivity
between sites
• All IT based on closed, customized
open source (even legacy
SW), centralized and difficult to
understand
• Client afraid of new PC configuration
costs (users, programmes, printers…)

33. Transalpe and Vivai, Why Kaseya
• Issues resolved in hours, not days.
• Centralized, and thus less
invasive, maintenance management.
• A support team for assistance.

34. Transalpe and Vivai Why Kaseya?
• Automated new PC installation and
redundancy management and
monitoring with automated script
• A far superior quality service for almost
the same cost.

35. Our solutions for Transalpe and
Vivai
• Targeted monitoring of strategic
resources
• Script Automation for connectivity
management (monitor, route and
gateway)
• Automated configuration of new PCs
(programmes, printers..)

36. Our solutions for Transalpe and
Vivai
• Alarms to signal and plan invasive
activity (damaged disk sectors, change
of discs)
• Automatic monthly activity reports
carried out.
• Scheduled maintenance (patch, disc
clean-up, defragmentation and scan...)

37. Transalpe and Vivai customer
satisfaction
• The client completely shares our
philosophy (Kaseya mobile module was
requested, prior to its launch)
• Customer loyalty secured through our
ability to deliver what we propose.
• The client has remote access to our
services.
• Increased efficiency and improved level
of service.

38. Nelli Group
The Nelli Group is a series of automobile dealerships
from prestigious brands. Oriented to the provision of
services. The dealership is seen as more than a car
dealer, it caters for all sorts of customers’ requests.

39. Nelli Group
• 10 branches throughout Tuscany
• Vpn connected
• Order management through car
showroom portals.
• Approximately 10 servers and 70 clients
• A lot of software and various IT policies

40. Nelli Group before Kaseya
• IT management entrusted to staff
without specific competence
• Windows and Office updates are not
managed
• All problems solved by formatting PCs
resulting in long waiting times.

41. Nelli Group before Kaseya
• Fleet not invetoried
• Invasive and unplanned PC intervention
• Difficulty in understanding the added
value of a proactive solution.

42. Nelli Group with Kaseya
• Automation for antivirus migration
• Virus infection (Confiker) due to a
vulnerability in Microsoft ( MS08-067)
• Modular solution with customized SLA
thought out for their own particular
needs (bundle monitoring, patching
and antivirus).

43. Nelli Group customer satisfaction
• After kaseya no lasting infection
• Warehouse workload significantly
reduced
• Increased productivity (it is not
necessary to cease operations during
patch)
• Reduction in calls for technical
assistance.

44. • We have tried to convince the client of
the philosophy of services managed
independently size of their office
‘Covino’ case: The small convenience store

45. ‘Covino’ case: The small convenience store
• One PC comprehensively managed.
• Client’s business is dependant on
efficient PCs providing on-line services
• Lottery,on-line games etc….

46. Reflection and thanks
• To sell IT management services it is
necessary to make it understood that
the interests of both the user and the
company move towards a common
objective
• We both work towards the same goal

47. Thanks – Q & A
• Thank you for letting us speak to you
about our experiences, and thank you
for listening
• We welcome any questions you may
have.
• Special Thanks to