Community IT Webinar: Working with an Outsourced IT Manager
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Pat Sprehe and Steve Longenecker provide insights into how to evaluate a potential MSP provider, how to engage with vendors, best practices and checklists for your daily and monthly interactions, annual planning with your outsourced IT manager, and how to plan and practice for emergency communications with your provider if your accounts are hacked or you suspect an attack. We cover any outsourced IT function, including databases or security management as stand alone services, as well as managed services generally.
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Community IT Webinar: Working with an Outsourced IT Manager
- 2. Presenter Steve Longenecker Dir IT Consulting
- 3. Presenter Patrick Sprehe IT Business Manager
- 4. About Community IT Advancing mission through the effective use of technology. 100% Employee Owned
- 5. Agenda 1) Context for IT Management 2) IT Management in an MSP 3) Our Approach
- 6. Context
- 7. Digital Landscape Has Changed Technology • Security •Utilities (email, file) •Identity Proliferation •Cloud Platforms Business • Savvy Users • Cloud Strategy • IT Operational effectiveness •Effective Use of Technology
- 8. Strong IT operations management rooted in technology best practices Trusted partner that helps organizations transform to the new era of technology Trusted experts that provide thought leadership in the non-profit arena Business Need
- 9. IT Management and the rise of BRM
- 10. History • In 2007 ITIL formalized BRM processes as a best practice in their v3 library (v4 released in Q1 2019) • In 2013 the BRM Institute was established providing industry standards and certifications • In 2017 ISO 44001 established standards for collaborative business relationship management systems
- 11. BRM aligns Technology and Business Technology Business
- 12. IT Management at an MSP
- 13. MSP Services IT Management Centralized Solutions Help Desk On-Site Support Advanced Engineering MSP IT Security
- 14. Standard ITM Deliverables • Reporting • IT Service Management • IT Life Cycle Management • Expert Advice
- 15. Advanced ITM Deliverables • Strategic IT Planning • Technology Consulting • In Depth IT Assessment • IT Security Planning • IT Policy Development • Business Continuity Planning
- 16. Our Approach
- 17. Our IT Management Values TRANSPARENT PROFESSIONAL RESPECTFUL
- 18. The Playbook “Just-right” Solutions Design and implement solutions Move IT forward IT guidance Strategic Engagement Making IT just work Focus on IT operations management Remove IT distractions Focus on business then technology Understand the business need Build Relationship Trusted and Strategic Partner TRANSPARENT PROFESSIONAL RESPECTFUL
- 19. • Understanding the business • Cleaning up platforms • Patching • Life Cycle Management TRANSPARENT PROFESSIONAL RESPECTFUL
- 20. • Solutions Menu • Service Catalog • Executive Business Review • Assessments/Recommendations • Budgeting & Planning TRANSPARENT PROFESSIONAL RESPECTFUL
- 21. Keys to a good partnership Understand your organizational culture Open to partnership Ownership of IT Believe in IT’s return on investment
- 22. Ask yourself where IT is not meeting your business needs Ask for an IT Roadmap Discuss with peers Three Tips for Moving Forward
- 23. Upcoming Webinar What Makes a Nonprofit Tech Project Succeed? Wednesday May 15th 1:00 – 2:00 PM EST
- 24. Upcoming Webinar Cyberliability Insurance Wednesday May 22th 3:00 – 4:00 PM EST
- 25. Questions?
Notas do Editor
- From Matt - Consider the audience - Start w/ engaging questions - Start w/ our core story, why should audience listen to us. We're a partner, not an adversary - Stick to the high level, big picture - Be entertaining - Have some specific takeaways, specific call to action/next step.
- Steve: IT management is the discipline whereby all of the IT resources of a firm are managed in accordance with its needs and priorities. - Wikipedia ITM at an MSP adds expertise and service management.
- Steve: What is the business case for IT management?
- Steve: Big Picture- Years ago IT was done by a tech in the server room, based on best practices. There’s been a bit of a revolution that’s sometimes talked about as the “consumerization of IT”. Now expectations are higher, success is measured differently. Need a more sophisticated approach, more involved approach. As a result, there is a need to manage the intersection between technology and business and align tech to the needs of the business. ~ Take home message: in general - tech has changed. More sophisticated approach is necessary.
- Steve: Focusing down - Among our clients, we’re perceiving a need among our clients and so we are endeavoring to provide a team/service that meets these needs.
- Speaker: Pat Business relationship management is a formal approach to understanding, defining, and supporting inter-business activities related to business networking. - Wikipedia Attempts to align IT with the business needs of the organization. Picture: https://cdn.pixabay.com/photo/2015/11/03/08/58/meeting-1019875_960_720.jpg
- Speaker: Pat Short history of BRM. ITIL is a popular framework for developing and delivering IT services for external IT service orgs or internal IT departments. BRM is an increasingly important
- Speaker: Pat Purpose of BRM and is to help align technology to the business. ITMgr should see (1) immediate and future risks, (2) business needs, (3) emerging technology/trends, (4) best practices. Example: 2FA - Hits all the categories - Reference "Nonprofit Cybersecurity Incident Report", attempts to track security attacks and trends Example: Workstation lifecycles - Replace computers every 3 – 4 years (1/3rd - 1/4th of computers every year)
- Steve: ITM starts when the agreement starts with our Onboarding process.
- Steve: This is how we look at the services we provide as an MSP. In looking for an MSP, you want ITM, but you should be looking at the set of services they provide. ITM is a key component of these services. How well they do ITM influences how well your relationship will succeed. Analogy: Using a navigation app like Google Maps or Waze - ITM is the next turn or two you're going to take - BITC is the overview of your entire trip
- Speaker: Pat Pat can talk about what this all means. ?? What are other deliverables? - Assessment? - Vendor management? As part of ITSM? - Helps coordinate some project management - Providing consulting/education Reporting: - Standard monthly report on tickets. Helps us track uptick/downtick in tickets, ticket trends (user issue, service issue), open issues. - - Inventory- patching status, (custom report for Meltdown/Spectre) - Customize reporting- hours to resolution per ticket ITLM - Replacing workstations, switches, firewalls, wireless access points, printers, etc. - Giving some of that "next step" advice. ITSM - Helping the other teams (primarily the Service Desk) to provide their services. Providing context. - Documentation. Documentation of the IT, documentation of the processes. - Representing the client interests to the MSP. Planning/Budgeting - As requested (usually). - For the next year.
- Speaker: Pat Pat can talk about what this all means. ?? What are other deliverables? - Assessment? - Vendor management? As part of ITSM? - Helps coordinate some project management - Providing consulting/education Reporting: - Standard monthly report on tickets. Helps us track uptick/downtick in tickets, ticket trends (user issue, service issue), open issues. - - Inventory- patching status, (custom report for Meltdown/Spectre) - Customize reporting- hours to resolution per ticket ITLM - Replacing workstations, switches, firewalls, wireless access points, printers, etc. - Giving some of that "next step" advice. ITSM - Helping the other teams (primarily the Service Desk) to provide their services. Providing context. - Documentation. Documentation of the IT, documentation of the processes. - Representing the client interests to the MSP. Planning/Budgeting - As requested (usually). - For the next year.
- Steve
- Speaker: Steve - Professional- Engineer level experience. - Respectful- no such thing as a stupid question.
- Speaker: Pat Add a dashed line to separate ITM and ITSP? Speaking of transparent... Talk about "making IT just work" here? Talk about "moving IT forward" here?
- Speaker: Pat
- Speaker: Pat Clean up and introduce BITC
- Speaker: Steve Characteristics of a great primary contact Organizational culture -- Understand your business needs -- Understand your staff -- Understand your priorities Sway -- Don't need to sign the checks, but need to be able to have requests honored
- Steve Discuss with peers = the roadmap should withstand scrutiny against industry best practices/trends.
- understanding liability between the organization, the IT provider, and cloud service providers Options for securing part-time technical support Where can I find standard reports that the MSP should be providing? How do very small orgs find consultants on a small budget? How do you manage IT and IT consultants with no IT staff?