Critical Questions to Ask Before Outsourcing IT Management

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1 Critical Questions to Ask Before Outsourcing IT Management Maury Weinstein President x 4319 mweinste@syssrc.com Celebrating 35 years under continuous ownership in Baltimore

2 We Hope You are Enjoying Your Pizza!! If it hasn t arrived by 12:15 Please double check with your receptionist Then call / Tracey Maranto: tmaranto@syssrc.com OR 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!

4 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?

5 Run, Grow and Transform: Assigning Responsibilities

6 Outsource Run To Grow & Transform Transform Run Grow

7 We Hope You are Enjoying Your Pizza!! If it hasn t arrived by 12:15 Please double check with your receptionist Then call / Tracey Maranto: tmaranto@syssrc.com OR 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!

8 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

9 Easy Services Scope Definition Broadly - include management and services of an inhouse IT department User adds, moves and change allowance for out of scope requests Must be definable and easily articulated

10 In Scope Services Help desk People, process and tools Mobile management (optional) On-site support Network administration Standardization Seamless project and support coordination Backup configuration and completion checks Business 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 controls Monitoring APC UPSs Licensing audits Level 4 consultants 90 step onboarding Network documentation Presentation Systems Maintenance (opt.) Seamless between onpremises and cloud Adds, moves and change allowance

11 Out of scope: Watch Other s 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

12 People IT Maturity Model Survival Awareness Committed Proactive Service Aligned No focus on IT infrastructure or operations Technologycentric organization for IT infrastructure and operations Technologycentric organization; investment in IT service desk Processcentric organization Customer and business focused IT service and delivery organization Business Partnership 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

13 Goal: Increasing User Productivity Ticket Count Per User/Per Business Day % Avoiding 40% of tickets at $25/pp/hour average downtime cost = $120/pp/year for 1 hour/ticket total tickets per user/business day 3 per. Mov. Avg. (total tickets per user/business day)

14 Ticket Causes by Number of Tickets

15 Measurements Can Increase Satisfaction or Reduce It

16 Resolution Path Requests from ticket system, phone or Assign to appropriate engineer Users receive ticket updates automatically Ticket held open a day after close to ensure resolution Single question satisfaction survey sent

17 Recovery Time and Point Objectives for Lower Downtime Costs Cost = labor to restore transactions lost $100/pp/day average cost at 50% productivity loss

18 Security Risk Reduction Actionable reporting Research based recommendations Verizon Data Breach Investigation Gartner Reports Security Quick Wins from SANS Highest level of confidentiality

19 Actionable Security Reports 1. 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

20 Prioritize Security Purchases

21 Proactivity Drives Productivity and Risk Reduction I know which computer has a virus!

22 Performance Reports Address Risk Network Health Score Patch Score 91%* 1/4 OS Score 96%* 1/4 Disk Score 90%* 1/4 Server Uptime Score 100%* 1/4 94% CDP-MIB/CDP- S S S S S S S Client A SonicWall CDP RESTON 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 $100/pp/day average downtime cost at 50% productivity loss

23 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

24 client server 1 client server 2 client server 3 client server 4 client server 5 client server 6 Site Specific Initial Check <Date> <Client Name> Best Practices Quick Glance RTO by site RPO by site Backup retention off-site Backup retention on-site Backup selection and type Backup software Backup - GRT and Object based Backup capacity Active Directory security scans Server age Warranty coverage Patch policy Password policy Bandwidth suitability Anti-Virus standard Wireless Access Network drawing UPS run time during power outage Phishing mitigation Office 365 license review 7 x 24 Client Readiness Remote server management Redundant internet connections with auto-failover 7x24 service repair contracts Off-hour, local backup media availability Quick server restoration Quick workstation builds/restoration 7x24 support contracts for line of business software Legend System Source Standards Client Selects Short (hours), Medium (>1 day), Long (multiple days) Client Selects Short (hours), Medium (>1 day), Long (multiple days) Backup Standard Backup Standard Backup Standard Backup Standard Backup Standard As recommended by Managed Services Client answers questions raised during last period's Active Directory scans Replacement standard is 3-5 years. Base warranty hardware coverage at minimum Patch Standard checked annually Password Standard checked annually Two paths via different vendors and suitable speed Using supported version of Symantec Enterprise Protection Wireless Standard Network drawing reviewed annually Client annually selects UPS run time in the event of a power outage Not accepting from your domain via external systems Office 365 licensing reviewed annually to match user count and licenses purchased HP ILO or DELL DRAC cards in all critical servers for off-site out of band management Cisco/Sonicwall Failover or Ecessa Load Balanced Standard 7x24 guaranteed call to repair service contracts Backup Standard Virtualized or imaged servers for quick restores Image ready for workstation restore 7x24 support contracts for line of business software Meets or Exceeds Standard Caution Unknown, Needs Discussion or does not Meet Standard Not Applicable

25 Office 365 Exchange versus On-Premise ROI SAVINGS 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 $ (11,386) $ 46,506 $ (360) $ (360) $ 46,506 $ (360) $ (36 Savings Through Year X $ 35,120 $ 34,760 $ 34,400 $ 80,906 $ 80,546 $ 80,186 ANALYSIS Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Traditional On-Premise Deployment Hardware (Including Server Licensing) Exchange Server Hardware $ 8,934 $ 8,934 SharePoint Server Hardware $ 13,152 $ 13,152 Lync Server Hardware $ - $ - Licensing Exchange CALs $ 4,080 $ 4,080 SharePoint Standard CALs $ 5,700 $ 5,700 Lync CALs $ - $ - ecal $ - $ - Office Pro Plus $ - $ - Support Exchange User Support $ 5,004 $ 5,004 $ 5,004 $ 5,004 $ 5,004 $ 5,00 SharePoint User Support $ 5,004 $ 5,004 $ 5,004 $ 5,004 $ 5,004 $ 5,00 Full Suite Support $ - $ - $ - $ - $ - $ - Consulting and Migration Exchange Migration Costs $ 7,500 $ 7,500 SharePoint Migration Costs $ 7,500 $ 7,500 Office Migration Costs* Administration Exchange Administration $ 4,500 $ 4,500 $ 4,500 $ 4,500 $ 4,500 $ 4,50 SharePoint Administration $ 4,500 $ 4,500 $ 4,500 $ 4,500 $ 4,500 $ 4,50 Lync Administration $ - $ - $ - $ - $ - $ - Total $ 65,874 $ 19,008 $ 19,008 $ 65,874 $ 19,008 $ 19,008 Cloud Based Deployment Microsoft O365 Fees $ 5,760 $ 5,760 $ 5,760 $ 5,760 $ 5,760 $ 5,76 O365 Enhanced User Support $ 10,008 $ 10,008 $ 10,008 $ 10,008 $ 10,008 $ 10,00 Enhanced Server Support $ 3,600 $ 3,600 $ 3,600 $ 3,600 $ 3,600 $ 3,60 One-time Migration Costs- Exchange $ 3,886 One-time Migration Costs- SharePoint $ 7,500 One-time Migration Costs- Lync $ - Total $ 19,368 $ 19,368 $ 19,368 $ 19,368 $ 19,368 $ 19,368 $ (11,386) 46,506 (360) (360) 46,506 (360) (36 User Count 60

26 The People, Process and Tools to Deliver Organizational Benefits

27 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

28 Process Produces More Uptime

29 Staff Entrance and Exit Detailed procedures onboard/exit new staff efficiently Employee Exit Checklist Employee Name Phone Location Standard service level agreement is 2 business hours after form submission (w/o PC handling) Exit Terms Termination Resignation Exit Date/Time Network access: File Retention Mailbox Handling Time: 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. 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 Retain existing mailbox (available only if account is not deleted) Allow Inbox to receive Give mailbox proxy rights to: Forward new 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 has been forwarded to for attention. For immediate assistance please contact at or . Thanks Alternate message: Save the mailbox as a static file (.pst) to

30 Manufacturer Model User Name Password Enable Password ISP Name IP (Labeled on Device) Support Account Name - Account User Account Password Location Support Contract Vendor Serial Number Contract Type Contract Number Last Backup Date Backup Location Managed Services Data Collection Device Type Firewall SonicWall TZ (W AN) (LAN) ISP Router TrendNet Switch SMC N/A Switch SMC N/A Switch SMC N/A Switch SMC N/A Device NetGear ProSafe Dua lwan VPN GB Firewall admin Server Room

31 Client Satisfaction Results Problem was fixed before I knew there was a problem. He was as cool as the other side of the pillow.

32 Customer Satisfaction Results Managed Service Satisfaction Scores 100% 96% 95% 94% 94% 93% 94% 95% 95% 90% 94% 92% 92% 91% 93% 94% 95% 97% 93% 94% 94% 95% 96% 94% 97% 95% 95% 80% 70% 60% 50% 40% Based on > 4000 responses annually 30% 20% 10% 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

33 Our Management Seminar Series 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

34 Ask About IT Phone Lines Now Open! (please mute if you are not speaking! Thanks!)

Welcome. Actionable Ideas for Improving IT Operations Maury Weinstein,

Welcome. Actionable Ideas for Improving IT Operations Maury Weinstein, Welcome Actionable Ideas for Improving IT Operations Maury Weinstein, mweinste@syssrc.com What do you hope to learn today? Please take a moment to fill out the yellow cards. Our presenter will review the