Moving from Break-Fix to Managed Services with packetTrap. IT Consulting Series.

1. Break Fix Today, Managed Services Tomorrow
What will my Business look like in 2013?
Mike Byrne
Director – Managed & Field Services Division
Mike.byrne@quest.com

2. 1
Introduction
& Market
Landscape

3. The Managed Services Landscape
Approximately 6% of SMBs are under
“Management” Global
Large Businesses • 200 M Employees (18% of Total) Small
Business
45,000 • $415 B IT Spending (43% of Total)
(1,000+ Employees) • 3 to 4% CAGR
Firms (0.1%)
Medium-Sized 712,000 • 200 M Employees (18% of Total)
Exceed
Businesses (100-999
Employees)
Firms
(1.1%)
• $204 B IT Spending (22% of Total)
• 8 to 9% CAGR 65
Million
Small
Businesses 65.7 Million
• 700 M Employees (64% of Total)
• $329 B IT Spending (35% of Total)
• 9 to 10% CAGR
Firms
(1-99 Employees)
Firms (98.9%)

4. The Managed Services Landscape
A Hot Market Draws New Players
CHANNEL SMB
Customers

5. Where the Real Revenue’s Lie

6. The Managed Services Landscape
Challenges:
•Finding the time to create complex
service offerings
•What types of solutions to offer?
•Defining internal initiatives
•How to Build, Price Market & Sell
Managed Services?

7. The Managed Services Landscape
Challenges (Continued):
•Keeping up with the competition
•Differentiating your services from the
competition
•Finding the “Sweet Spot” pricing model
and being able to demonstrate the value
• Anticipating what customers want

8. The Managed Services Landscape, The Benefits!
Dramatically
Proactively
Monitor and get
increase your Increased
Utilization rates
Minimize
clear visibility into Recurring Business Impact
network health
revenue $$$ (50%) Avoid downtown during
40% Additional
Increase Up-sell big events
opportunities & Economy of and ensure employee
Project & Services productivity and critical
Service profits Scale business
Revenue by (40%) systems are
not jeopardized.
1 engineer can manage 125 unmanaged endpoints
8
With RMM, 1 engineer can manage 325

9. 2
Client based
Value
Proposition

10. Client Value Proposition
Reduced Mean Time to Resolution: When potential issues are uncovered,
instant email and SMS alerts show the exact cause of the problem dramatically reducing the
trouble shooting and diagnostic time
Life Cycle MGMT:
Peace of Mind: A well rounded
Managed Services Solution will flush out hidden or sleeping
Addressing issues & fixing them
in real-time
network issues
Expert
Uncover ‘Sleeping Communication,
Issues’: Proactively alerts us Guidance & Trust: The
Heartbeat reporting automatically informs your
on potential network issues customers in an easy-to-understand regarding issues
that need to be fixed

11. Client Value Proposition
Guaranteed to Happen: Customers don’t have to
worry about holidays, sick days, who owns the issue, staff
involvement
Customized SAL’s:
Makes it easy for your
customers to check out an your
capabilities

12. 3
MSP Selling Points,
Process & Value
Proposition

13. Why is the Network Slow?
From the user’s perspective performance issues are
typically tied to the network …
“Argh, the network is so slow today!”
“Why is the network so slow? This is
taking forever to load!”
“OMG! The Network is down AGAIN.”

14. Network Traffic Flow Analysis

15. Control the Mayhem
1 2 3
Proactively Prepare Perform
Monitor and get clear your network with quick problem
visibility into network baseline and detection, diagnosis,
health simulation testing and repair
Minimize Business Impact
Avoid down time during big events and ensure employee productivity and critical
business systems are not jeopardized.
15

16. Network Performance Monitoring & MGMT
• Automatically discover devices and get relevant data
• Easily create network maps for all of your locations
• Effectively setup proper conditions and thresholds
• Enable timely responses with Notifications and Alerts
• Proactively analyze traffic and identify bandwidth hogs
• Track response time, availability and uptime

17. Network Mapping

18. What to Collect?
What doI need to collect?
• Obvious
– Network traffic
• Not so obvious
– Applications (source of network traffic)
– Server performance data
– Wireless
– VoIP
– Virtual Servers/Guest OS
• Even less obvious
– Device configuration

19. Architecture Impact
• Simple, single site network –
easy
• Complex, multi-site network
– not so fast
• Monitoring Architecture must
adapt
– Agent-based
– Agentless

20. Collection Methods
• SNMP
– Gets
– Traps
• WMI
– Services, Processes, SQL, Exchange
• Flow technologies
– NetFlow, sFlow, Jflow
• Log Files
– Syslogs
– Event Logs

21. Dashboards – Health Check

22. 4
Reality Check

23. Reality Check
A small business (SMB) today with $1 M in annual
revenue generates $500 an hour
For this example, let’s also say that SMB has 12
employee’s earning on average $50K annually

24. Reality Check
That same Small Business
generating $1 M in annual revenue
typically experiences on average any
where from 200 to 600 hours of
downtime a month
SKEPTICAL?

25. Reality Check: Where do we find those Hours?
Again, for this example, the small business has 12 employees earning
$50K annually. $50,000 /2080 (yearly hours) = $24/HR
Employee’s helping employees with typical helpdesk issues
– 15 minutes (X 2) = 30 Minutes a day
Applications taking forever to load
– 5 seconds X 12 staff X 60 instances a day = 60 minutes a Day
Staff surfing Facebook, YouTube, Dating Sites, Pandora etc…
– 1 HR a day 12 (number of Staff) = 12 Hours a day
3 items – 13.33 Hours a day

26. Reality Check: Findings
With a 100% employee productivity loss,
13.33 HR’s X $24 = $319 a day, $7,018 a
MONTH in lost payroll ALONE! This doesn’t
take into consideration lost revenues based
on how each staff effects the $1 M in annual
revenue
Still SKEPTICAL?

27. Typical SMB Downtime Timeline

28. Internal IT VS Outsourcing?
Internal IT Staff vs. Our Solution
• With our level IT Staff (JR) the combined 35 years of
Entry solution, you’ll benefit from
o experience supporting customers just like you.
$35,000 to $50,000 per year – ($2,917 to $4,167 monthly)
We also bring enterprise class12 to 18 months
Typical engagement between tools to the network MGMT table to
o
o 1 technical skill set
ensure your network is being supported to the best of our ability. You
o Retention & Turnover and training challenges
get all this without the burden of an IT salary. Plus, Most Small
business today don’t know what to look for when hiring, motivating and
• Experienced IT training IT Staff
Staff (SR)
o $40,000 to $75,000 per year – ($3,334 to $6,250 monthly)
Our
o Solution does not betweenupto 5 years work…. and doesn’t
Typical engagement show 2 late for take
o 1 technical skill set vacations !
o Retention & Turnover and training challenges

29. Break Fix Today, Managed Services Tomorrow
Thank you for your time!
For more information please visit
www.packettrap.com
• Mike Byrne
Director – Managed & Field Services Division
• Mike.byrne@quest.com