Worksample managed it_solutions

Managed IT
Services

BlueLink IT Solutions
Putting Integrity in ‘IT’
Dharam Khalsa
info@bluelink-it.com
505-629-1689 B

Agenda…
 Typical IT Support Theory
 Why BlueLink IT Solutions?
 About BlueLink IT Solutions
 How to justify?
 Details of the Managed IT Solution
 Managed IT Services
 Next Steps

Copyright © 2012 BlueLink IT
Solutions LLC. All rights reserved.

2

Typical IT Support Theory…
 The most common IT support model for organizations is
often referred to as a ‘Break Fix’ solution, where if
something breaks, you call someone and they come and
fix it.
 This causes many problems such as spending more
money on support at the same time suffering from
frequent IT related disruptions
 Just like your car, your computer
systems benefit from regular
maintenance and inspections

3

Typical IT Support Theory (Continued)…
Pitfalls of ‘Break Fix’ Support Model
Frustration
Cause
Lack of accountability
No single, responsible entity for IT
management and planning

-No service agreements
-Multiple providers and vendors

Unpredictable IT costs
You can’t predict your computer problems,
so you can’t predict your costs

-All IT services incur separate
charges

Chronic IT issues
Similar incidents happen again and again

-No problem management system
-No personal history recorded

Downtime costs
IT interruptions or failures cost time,
money and productivity

-Improper or no preventative
maintenance plan
-‘Best Practices’ not employed

Misaligned objectives
IT provider and client’s business needs
don’t match

-Service provider benefits from a
network that keeps breaking and
requires reactive support


4

Typical IT Support Theory (Continued)…

One solution to all frustrations


5

Why BlueLink IT Solution?
BlueLink is proud to offer Managed Services support contracts!
Reliable monthly IT cost
Full coverage (This includes maintenance tasks that don’t
usually occur under Break Fix scenarios)
IT Planning Services (Including hardware and software
selection)
Reduced downtime!


6

About BlueLink IT Solutions…
 Dharam Khalsa
President, BlueLink IT Solutions
 Raised in New Mexico
 Started IT career in Espanola, enhanced it in Silicon
Valley, fulfilling in Northern New Mexico


7

About BlueLink IT Solutions (Continued)…
 Locally owned and operated
 Dedicated to providing reliable IT services in Espanola
and surrounding areas
 Providing service to over 200 commercial, not for profit,
and residential customers
 Providing service for over 5 years
 Certified in VMWare, Microsoft, Citrix, Cisco and more
 Hardware and software sales
“BlueLink IT Managed Services support contract actually SAVES YOU MONEY!”

8

About BlueLink IT Solutions (Continued)…
Remote
Management
& Monitoring
Remote&
Onsite
Support

Helpdesk

Capabilities
Hardware/Sof
tware
purchases

Remote
Support

Help desk and
IT support

Maintain
network
infrastructure


9

How To Justify?...
 Several ways which IT costs add up
Work Station &
Server Failure

Adding new
computers
Scheduled
Costs

UnScheduled
Costs

Hidden
Costs

Employees taking time to fix
their own computer problems

A survey performed by TrackVia
found that computer glitches, on
average consume 11 percent of the
average work day!
IT Costs Add up

10

How To Justify?(Continued)...
 Reactive Solution Cost Vs Managed Solution Cost
*Estimated monthly cost for 10
Workstations, 1 servers and 3 printers
Low commitment
Little included

IT partnership contract for
a fully managed solution

Required items such
as user support,
desktop support, and
network management

All response activities are
included with the contract

Little or no preventative
maintenance means
downtime isn’t avoided.
One incident can cost
hundreds.

Maintenance and
optimization reduce
downtime failures by 85%
All required emergency
support is included with the
contract

Emergency response
is 100% billable, and
often at inflated hourly
rates

All figures above are monthly

11

How To Justify?(Continued)...
Downtime Cost (Unscheduled)…
Downtime Illustration Example:
 File server failure at a 10-user design firm:


For four hours, employees do not have access to their client records or email



During the course of this failure, they can only work at 20% of the normal
level of productivity



Service provider begins remediation two hours after failure and takes 2 hours



Average employee annual salary is $40,000

 Downtime Incident Cost Calculations:
o 2 hrs of technician time to fix the server:
o 10 employees at 20% utilization:

$300
$615

TOTAL COST OF DOWNTIME INCIDENT:

$915
12

Well, that’s not so bad…
o Complete outages aren’t so common anymore
o Understand the impact of a full outage but there are
bigger concerns
o What is the biggest distraction from actual productivity
in the workplace?
o After social media, computer related issues were
identified as the highest waste of time in the work place.


13

 Using the same company example as

before, assuming 10 employees with
an average salary of $40,000 and at a
loss of 11% productivity, your
company is losing $3,615 monthly!


Math: A $40,000 salary comes out to
approximately $19 hourly. $19 per hour at 173
hours per month is $3287. With 10 employees
total monthly salary is $32870, at 11% waste
you lose $3615

In other words, every morning after
you brush your teeth, take a $100
bill and drop it in the blender…best
served cold.


14

Managed IT Services -The Solution…
 One monthly fee for total IT support
 A true IT partnership
 A comprehensive solution to manage devices, network, users,
desktops, security and data
 Structured response and maintenance agreement
 Constant information from the network
 Support plan that is tailored to customer needs
 Strategic approach to IT management, built on a solid tactical
execution
 Total alignment of client and provider’s goals

15

Managed IT Services – Benefits…
Total cost
predictability

o Focus on your core competence
and not your network
o Less than hiring an IT staff
internally
A complete,
outsourced IT
management
solution

o A single monthly fee gets you a
complete IT solution
o Lower total cost of ownership and
management

System reliability
and performance

Benefits
o Prevents issues, reduces
downtime impact and
duration

Improved security
o Minimize risk of
intrusion, data theft and
lost productivity

IT spending focused
on issue avoidance &
service optimization
rather than ‘fighting
fires’


o Through unlimited
preventative maintenance
o When needed, highest
level of response to issues

16

Managed IT Services – About…
 Managed IT Services Solution:
o Customized solution to best support your business needs
o Initial project to stabilize and baseline IT resources
o 24x7 performance monitoring of your key devices, applications and IT resources
o Remote and onsite maintenance services
o Highest call priority over standard customers
o Comprehensive reporting, analysis and consultation
o Greater transparency into IT performance, trends and planning
 Addresses:
o Network and system stability and safety
o Security plan and services
o Desktop services
o Helpdesk services for users
o Data protection through backup solution
o Effective planning for functionality and capacity and performance
o Application support with 3rd party vendors

17

Managed IT Services – How It Works…
Click below to expand

Unlimited
Support

Advanced
Security
Management

Storage &
Recovery
Management

Virtual CIO


18

Managed IT Services – Offering Feature Details(Continued)..
Click below to expand

Preventative Maintenance

Security

Monitoring

Desktop Management

Data Protection

Outsourced CIO & Reporting


19

Can You Afford Not To?...
 Increase
o Client and user service level and quality
o System uptime and performance
o Staff productivity
o Cost predictability
o Alignment of IT to business needs
o Transparency into IT performance

 Reduce
o Total cost of IT management
o Security and compliance exposure
o Risk of catastrophic data loss
o Emergency IT issues
o Downtime and lost productivity costs

20

Next Steps…
 Technology and business IT assessment
 Network downtime cost analysis
 Solution proposal


21

Unlimited Support...

• Preventative maintenance plan on servers, workstations and all
network devices
• Response to any network issues that arise
• Emergency rapid response and after hours availability
• End-user access to our highly-trained technical support staff
Close


23

Advanced Security Management…

• Firewall and Perimeter Management
• Antivirus Management
• Spam and Virus Mail Filtering
• Vulnerability Scanning and Remediation
Close


24

Storage & Recovery Management…

• Backup Management
• Remote Data Vaulting and Other Custom Storage Solutions

Close


25

Virtual CIO…

• Report and recommend on chronic and acute issues
• Planning for avoidance of both acute and chronic issues
• Incident and maintenance review
• Capacity, migration, asset refresh strategy and planning
• On going IT budgeting assistance and consulting
• Recommendations for changes to support plan
Close


26

Preventative Maintenance…
Unlimited Maintenance
Scheduled maintenance activities on
servers, desktops as well as other
devices and applications.
Benefits
Minimized
downtime
incidents,
optimal stability and reduced security
risks.

Close

27

Monitoring…
24x7 Performance Monitoring
Continuous monitoring of selected
devices and applications alerts us to
impending problems and allows for
thorough analysis of issues.
Benefits
Avoid many disruptive incidents and
reduce remediation times. Build data for
trending and analysis.

Close

28

Data Protection…

Backup and Recovery Services
Comprehensive managed data
protection plan.
Benefits
Protects and quickly restores your
corporate data.

Close

29

Security…
Security Services
Security configuration, firewall
management, policy enforcement,
antivirus, anti-spam, vulnerability
scanning, data encryption, secure
email and other security services.
Benefits
A secure perimeter, safe data and
an ongoing and adaptive IT
security plan.

Close

30

Desktop Management…
Desktop Management
Optimal
configuration,
preventative
maintenance,
performance
monitoring,
application compliance and
response to issues.
Benefits
Stable, secure desktops that
keep users productive and
their data safe.

Close

31

Outsourced CIO & Reporting…
 Business services examples
o
o
o
o
o

Emailing clients
Sales
Accessing client files
Accounting and receivables
Graphic design

 Technology that supports business services
o
o
o
o
o

Hardware
Operating systems
Applications
Network environment
Users

 Areas to make changes
 Link IT performance to business impact
 Strategic IT planning

Next
32

BlueLink IT - Executive Summary
Date Range: 10/16/2012 - 11/16/2012

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Date Range: 10/16/2012 - 11/16/2012

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