Critical Questions to Ask Before

Outsourcing IT Management

Maury WeinsteinPresident

410-771-5544 x 4319

mweinste@syssrc.com

Celebrating 35 years under continuous ownership in Baltimore

If it hasn’t arrived by 12:15

Please double check with your receptionist

Then call / email Tracey Maranto:

tmaranto@syssrc.com OR 410-771-5544 x4355(we are recording the webinar – so don’t think twice about stepping away

for a few minutes to go pick it up at your front desk!

We Hope You

are Enjoying

Your Pizza!!

Critical Questions to Ask Before Outsourcing IT Management

Am I outsourcing the right portion of IT?

Help me understand services scope to prevent budget surprises?

How will you help me mature my IT?

How do you measure success?

How are support requests handled?

What is done proactively to lower organizational risks?

What will management see?

Do you have the people, process and tools to manage my IT?

How does the team share information about my IT environment?

Are your clients satisfied?

How will you train me on industry trends?

Run, Grow and Transform:

Assigning Responsibilities

Outsource “Run” To “Grow” & “Transform”

“Run”“Grow”

“Transform”

If it hasn’t arrived by 12:15

Please double check with your receptionist

Then call / email Tracey Maranto:

tmaranto@syssrc.com OR 410-771-5544 x4355(we are recording the webinar – so don’t think twice about stepping away

for a few minutes to go pick it up at your front desk!

We Hope You

are Enjoying

Your Pizza!!

Managed Services Definition

Full or partial IT services delivered:

Including IT management

With a service level agreement (SLA)

At a fixed price for easy budgeting

With technology for remote management

Easy Services Scope Definition

Broadly - include management and services of an in-

house IT department

User adds, moves and change allowance for out of

scope requests

Must be definable and easily articulated

Help deskPeople, process

and tools

Mobile management

(optional)

On-site supportNetwork

administration

StandardizationSeamless project

and support coordination

Backup configuration and

completion checksBusiness reviews

Printer management

(pay for consumables only)

System restoration

Hardware maintenance

(pay for out of warranty parts only)

Satisfaction surveys

Blacklist monitoring

Training classes

SQL maintenance plans

Security controlsMonitoring APC

UPSsLicensing audits

Level 4 consultants

90 step onboarding

Network documentation

Presentation Systems

Maintenance (opt.)

Seamless between on-premises and

cloud

Adds, moves and change allowance

In Scope Services

Watch Other’s ScopeOut of scope:

Projects, such as …..MS SQL support, >2 single file

restores per month, server restores and disaster recovery

services

The cost of 3rd party support or incident fees of any kind

Support for special circumstances (e.g. establishment of

a VPN connection for a new office)

Service for copiers, scanners and multi-function printers

IT Maturity ModelSurvival Awareness Committed Proactive Service

Aligned

Business

Partnership

People No focus on

IT

infrastructure

or operations

Technology-

centric

organization

for IT

infrastructure

and operations

Technology-

centric

organization;

investment in

IT service desk

Process-

centric

organization

Customer and

business

focused IT

service and

delivery

organization

Business

optimization and

entrepreneurial

culture

Process No formal

process for IT

infrastructure

and

operations

Ad hoc but

aware

processes are

necessary

Defined

processes for

IT service,

support and

project

management

Repeatable

and

automated;

focus on IT

service

delivery

processes

Integrated,

automated;

focus on service

and business

management

processes

Dynamic

optimization of

IT services;

implement

processes

fostering

innovation

Tools No formal

strategy or

execution on

investments

Basic

management

tools; no formal

hardware and

software

standards

IT support and

project

management

tools; desktop

hardware and

software

standards;

begin

infrastructure

rationalization

Formal

infrastructure

standards

and policies;

management

tools;

virtualized

infrastructure

Formal IT

management

process/tools

architecture,

shared services,

aggregated

capacity

management

Proactively

promoting new

technologies to

impact business

Support

Method

Reactive –

Time &

Materials

Recurring Scheduled Hours

(Professional Affordable IT)

Managed Services

Goal: Increasing User ProductivityTicket Count Per User/Per Business Day

0.000

0.010

0.020

0.030

0.040

0.050

0.060

0.070

0.080

total tickets per user/business day 3 per. Mov. Avg. (total tickets per user/business day)

Avoiding 40% of tickets at $25/pp/hour average

downtime cost = $120/pp/year for 1 hour/ticket

-40%

Ticket Causes by Number of Tickets

Measurements Can Increase

Satisfaction or Reduce It

Resolution Path

Requests from ticket

system, phone or email

Assign to appropriate

engineer

Users receive ticket updates automatically

Ticket held open a day

after close to ensure

resolution

Single question

satisfaction survey sent

Recovery Time and Point Objectives for

Lower Downtime Costs

$100/pp/day average cost

at 50% productivity loss

Cost = labor to restore

transactions lost

Security Risk Reduction Actionable reporting

Research based recommendations

Verizon Data Breach Investigation

Gartner Reports

Security “Quick Wins” from SANS

Highest level of confidentiality

Actionable Security Reports1. User accounts with escalated administrative privileges

2. User accounts not logged in within last 90 days

3. Computers not connected to domain in >90 days

4. Computers with outdated OSs (Server 2003/08 and XP)

5. Proofpoint spam filtering and spooling report

6. Symantec Enterprise Protection risk report

7. Report showing passwords not changed in 90 days

8. Password policy

9. Log retention policy settings

10. Account lockout monitoring

11. Bad password attempt monitoring

12. Office 365 security score

13. Screen lock settings

Prioritize Security Purchases

I know which

computer has a

virus!

Proactivity Drives Productivity and Risk Reduction

Performance Reports Address Risk

Client A SonicWall CDPCDP-MIB/CDP-RESTON

S S S S S S S

SonicWall CDP / Acronis M-F Full Backup (xxxFILE1) xxxFILE01 S S S S S

M-F Full Backup (xDC1) xxxDC1 S S S S S

Network Health ScorePatch Score 91%* 1/4

94%OS Score 96%* 1/4

Disk Score 90%* 1/4

Server Uptime

Score 100%* 1/4

$100/pp/day average downtime

cost at 50% productivity loss

Business Reviews

Add best practices

Review technology recommendations with ROI

Evaluate futures

Budgeting

Satisfaction survey feedback

Ticket analysis

Prioritize needs

Quick glance best practices dashboard

Contribute in non-IT ways

clie

nt

serv

er 1

clie

nt

serv

er 2

clie

nt

serv

er 3

clie

nt

serv

er 4

clie

nt

serv

er 5

clie

nt

serv

er 6

Site

Sp

ecif

ic

System Source Standards

RTO by site Client Selects Short (hours), Medium (>1 day), Long (multiple days)

RPO by site Client Selects Short (hours), Medium (>1 day), Long (multiple days)

Backup retention off-site Backup Standard

Backup retention on-site Backup Standard

Backup selection and type Backup Standard

Backup software Backup Standard

Backup - GRT and Object based Backup Standard

Backup capacity As recommended by Managed Services

Active Directory security scans Client answers questions raised during last period's Active Directory scans

Server age Replacement standard is 3-5 years.

Warranty coverage Base warranty hardware coverage at minimum

Patch policy Patch Standard checked annually

Password policy Password Standard checked annually

Bandwidth suitability Two paths via different vendors and suitable speed

Anti-Virus standard Using supported version of Symantec Enterprise Protection

Wireless Access Wireless Standard

Network drawing Network drawing reviewed annually

UPS run time during power outage Client annually selects UPS run time in the event of a power outage

Phishing mitigation Not accepting email from your domain via external systems

Office 365 license review Office 365 licensing reviewed annually to match user count and licenses purchased

Remote server management HP ILO or DELL DRAC cards in all critical servers for off-site out of band management

Redundant internet connections with auto-failover Cisco/Sonicwall Failover or Ecessa Load Balanced Standard

7x24 service repair contracts 7x24 guaranteed call to repair service contracts

Off-hour, local backup media availability Backup Standard

Quick server restoration Virtualized or imaged servers for quick restores

Quick workstation builds/restoration Image ready for workstation restore

7x24 support contracts for line of business software 7x24 support contracts for line of business software

Legend Meets or Exceeds Standard

Caution

Unknown, Needs Discussion or does not Meet Standard

Not Applicable

<Client Name> Best Practices Quick Glance

Initial Check <Date>

7 x 24 Client Readiness

Office 365 Exchange versus On-Premise ROI

Initial Cloud Investment Year 1 Cloud Savings Year 2 Cloud Savings Year 3 Cloud Savings Year 4 Cloud Savings Year 5 Cloud Savings Year 6 Cloud Savings Year 7 Cloud Savings

(11,386)$ 46,506$ (360)$ (360)$ 46,506$ (360)$ (360)$ 46,506$

Savings Through Year X 35,120$ 34,760$ 34,400$ 80,906$ 80,546$ 80,186$ 126,692$

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Totals

Traditional On-Premise Deployment

Hardware (Including Server Licensing)

Exchange Server Hardware 8,934$ 8,934$ 8,934$ 26,802$

SharePoint Server Hardware 13,152$ 13,152$ 13,152$ 39,456$

Lync Server Hardware -$ -$ -$ -$

Licensing

Exchange CALs 4,080$ 4,080$ 4,080$ 12,240$

SharePoint Standard CALs 5,700$ 5,700$ 5,700$ 17,100$

Lync CALs -$ -$ -$ -$

eCAL -$ -$ -$ -$

Office Pro Plus -$ -$ -$ -$

Support

Exchange User Support 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 35,028$

SharePoint User Support 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 35,028$

Full Suite Support -$ -$ -$ -$ -$ -$ -$ -$

Consulting and Migration

Exchange Migration Costs 7,500$ 7,500$ 7,500$ 22,500$

SharePoint Migration Costs 7,500$ 7,500$ 7,500$ 22,500$

Office Migration Costs*

Administration

Exchange Administration 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 31,500$

SharePoint Administration 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 31,500$

Lync Administration -$ -$ -$ -$ -$ -$ -$ -$

Total 65,874$ 19,008$ 19,008$ 65,874$ 19,008$ 19,008$ 65,874$ 273,654$

Cloud Based Deployment

Microsoft O365 Fees 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 40,320$

O365 Enhanced User Support 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 70,056$

Enhanced Server Support 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 25,200$

One-time Migration Costs- Exchange 3,886$ 3,886$

One-time Migration Costs- SharePoint 7,500$ 7,500$

One-time Migration Costs- Lync -$ -$

Total 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 135,576$

(11,386)$ 46,506 (360) (360) 46,506 (360) (360) 46,506 138,078

User Count

60

SAVINGS

ANALYSIS

The People, Process and

Tools to Deliver

Organizational Benefits

Competent Staff

Pre-hire testing including background

Lots of certifications

17 years of IT experience for engineers

Project consultants for tough questions

Average tenure 22 years with System Source

Single point of contact

Process Produces More Uptime

Staff Entrance and Exit

Detailed procedures onboard/exit new staff efficiently

Employee

Exit

Checklist

Standard service level agreement is 2 business hours after form submission (w/o PC handling)

Employee Name

Phone

Location

Exit Terms Termination Resignation

Exit Date/Time Time: Network access:

Remove user from all non-primary groups, hide from the global access list and:

Change network password

Requested Password:

Delete network account effective

(Deletes Mailbox in 30 days after deletion)

Disable network account effective

Delete Network Account on Click here to enter a date.

File Retention Retain Personal Network Directory

Give access to the Personal Network Directory to:

Retain local My Documents folder

Move My Documents folder to:

Give access to the My Documents folder to

Mailbox Handling

Retain existing mailbox (available only if account is not deleted)

Allow Inbox to receive email

Give mailbox proxy rights to:

Forward new email to:

Create out of office reply to alert senders with the following message:

Use Default (messages will be forwarded for one year from departure):

Your email has been forwarded to for attention. For immediate assistance please contact at or email .

Thanks

Alternate message:

Save the mailbox as a static file (.pst) to

Managed Services Data Collection

Device

Type

Man

ufa

ctu

rer

Mo

del

User

Nam

e

Passw

ord

En

ab

le

Passw

ord

ISP

Nam

e

IP (

Lab

ele

d

on

D

ev

ice)

Su

pp

ort

Acco

un

t

Nam

e -

Acco

un

t

User

Acco

un

t

Passw

ord

Lo

cati

on

Su

pp

ort

Co

ntr

act

Ven

do

r

Seri

al N

um

ber

Co

ntr

act

Typ

e

Co

ntr

act

Nu

mb

er

Last

Backu

p

Date

Backu

p

Lo

cati

on

Firewall SonicWall TZ170

12.4.210.196 (W

AN) 10.10.3.1

(LAN)

ISP Router TrendNet --------

Switch SMC N/A 10.10.10.5

Switch SMC N/A 10.10.10.6

Switch SMC N/A 10.10.10.3

Switch SMC N/A 10.10.10.4

Device NetGear

ProSafe Dua

lWAN VPN

GB Firewall

admin 10.10.10.1Server

Room

Client Satisfaction Results

“Problem was fixed before I knew there was a problem.”

“He was as cool as the other side of the pillow.”

Customer Satisfaction Results

94%92%

96%94%

95%93%

92%94%

95% 95% 94%

91%93% 94%

95%97%

93%94% 94%

95% 96%94%

97%95% 95%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Mar-15 May-15 Jul-15 Sep-15 Nov-15 Jan-16 Mar-16 May-16 Jul-16 Sep-16 Nov-16 Jan-17 Mar-17

Managed Service Satisfaction Scores

Based on > 4000 responses annually

Learning from our 145,000 Completed IT Support

Tickets and 13,750 Satisfaction Surveys

Security Lessons from Verizon's Analysis of 79,790

Security Incidents

Reducing Your IT Costs

Evaluating Managed IT Services

Cloud Strategy

Building a Cost Effective and Crisis Free IT Team

6 Security Questions to Ask IT

Our Management Seminar Series

Ask About IT

Phone Lines Now Open!(please ‘mute’ if you are not speaking! Thanks!)