Susie Cummings Vice President

Transcription

1 Susie Cummings Vice President

2 About SWC Technology Partners SWC is a leading provider of innovative IT solutions for the mid-market. For more than 35 years, SWC has excelled at providing strategic guidance and delivering best-in-class solutions tailored to fit growing organizations.

3 About SWC Technology Partners At SWC we get past the hype and help our clients use the cloud to move their business to new heights. Advisory Software Recovery Network

4 Awards

5 Competing Priorities

6 The Business of IT Drive Revenue Reduce Cost Reduce Risk

7 SWC Managed Services PEOPLE Client Focused 24x7x365 Coverage Dedicated Team of Experts PROCESS IT Service Delivery Best Practices Proactive Management TECHNOLOGY Proven Tools Depth & Breadth Strategic Planning Predictable, Fixed Fee Pricing Flexible Solutions No Long Term Contracts

8 Infrastructure and Networking SWC Managed Services Business Intelligence Line of Business Applications DR and Business Continuity Security and Compliance Digital Marketing - CRM ERP/Accounting Cloud O365 Collaboration SharePoint Unified Communications Advisory Services Strategic Planning Driving Business Value User Desktop Support, Workstation Management, Early Life Support, MDM IT Service Management Incident/Problem/Change Management Enhanced MS Exchange, Lync, Security, SQL, Office X7 Monitoring, Maintenance and Production Support Enterprise NOC

9 Introduction to IT Service Management Information Technology Service Management (ITSM) is a generic umbrella for frameworks, processes, and models that address best practices in managing, supporting, and delivering IT services.

10 Why IT Service Management?

11 Infrastructure and Operations Maturity Model How does your company rate? Source: Gartner

12 The Pillars of ITSM PEOPLE PROCESS Mission/Vision Organizational Structure/Culture Resource & Capabilities Communication Relationships Best Practices (ITIL Aligned) Well Defined, Documented, Repeatable Process Centric with Defined Output Institutionalized Knowledge TECHNOLOGY Best of Breed Tools IT Management and Automation Achieves Values

13 Client Success - ITSM PROFESSIONAL SERVICES AND ENGINEERING FIRM Profile: 450 users in 6 operating companies located across the US with varying IT needs and dependencies. C Care Problem: Understaffed in IT, lack of centralized service delivery, including systems, processes, help desk, SLAs, etc., and multiple vendors delivering redundant support. Unplanned outages caused direct impact to bottom line. Solution and Results: ITSM Assessed IT service delivery needs, identified required roles, implemented All the value of SWC Watch plus processes and operational procedures, established SLAs and measurements Patching & scheduled maintenance Support Implemented 24X7 proactive monitoring, incident and problem Proactive Management Strategy management, centralized Service Desk, configuration and training on tool, Guaranteed 2-hour response time supplemented internal team with onsite/remote support Projects Developed a infrastructure roadmap to align IT with business needs. Worked with internal team to complete projects that enabled the users to better serve clients and allow the company to pursue new business.

14 ITSM Benefits

15 ITSM Benefits

16 SWC Security Services

17 Our Clients C Care

18 What s Your Story? YOUR STORY: IMPROVE Predictable, Cost-Efficient Model Adaptive, Flexible Solutions Month-to-Month Contracts IT Supports Business Goals

19 Batory Foods Profile: Distributor of high quality food, beverage, dairy, nutraceutical ingredients and everything in between. Fast growing, expansion organically and through acquisition. Problem: Complexity of IT needs taxing internal team, outsourced projects without documentation and knowledge transfer, lacked process to consistency deliver IT services. C Care Solution: Proactive monitoring, maintenance and production support with clear definition of ITSM incident/problem and change management. Comprehensive infrastructure design, upgrade and migration to data center to provide stable, reliable and high performing environment. Focus turning to business-focused solutions to support growth. Results: All the value of SWC Watch Comprehensive, proactive support and plus management through team-based approach Strategy and budget planning to Patching ensure & scheduled IT alignment with business goals maintenance Dramatic improvement in system uptime and reliability Proactive Management Flexibility to adjust support to meet changing Strategy business needs Driving business value through IT through solutions like SharePoint Guaranteed 2-hour response time

20 Client Success C Care All the value of SWC Watch plus Patching & scheduled maintenance Proactive Management Strategy Guaranteed 2-hour response time

21 Simpson Technologies Profile: Five generation family business specializing in the design and production of advanced process technologies and services for the global metal casting and chemical process industries. Problem: Complexity of IT needs outpaced abilities of past MSP and lacked 24X7 coverage to handle international needs, C free Care up internal team to drive business value, needed strategic plan to ensure that IT could support growth plans. Solution: Proactive monitoring, maintenance and production support, user desktop support escalations, and security managed services. Strategic plan focused on collaboration and communication (Lync) and network/infrastructure/security upgrades. Full website redesign to promote the company s services to prospective clients and support current customer s needs. All the value of SWC Watch plus Patching & scheduled maintenance Results: Proactive Management Strategy and investment planning to take Strategy company to the next level Proactive support and management Guaranteed through 2-hour response team-based approach Comprehensive offerings allow for centralized time IT strategy and support

22 Seeing the Big Picture Hardware Status COMPREHENSIVE 24X7 COVERAGE Servers Storage C Care Routers Applications Switches Firewalls AV Replication Security Websites VOIP Resources Back-ups Virtualization Database WAP Daily Event Log and Back-up Review

23 Shared Services DR Citrix Servers Security Networking SWC Exchange Storage 24X7 coverage Proactive Monitoring Lync Incident Management SQL Back-up Checks Support Escalations Windows Patching SLAs for SMEs Virtualization SharePoint Solution Strategy Log Reviews Remediation Production Support CLIENT Design &Implementation IT Planning Projects ITSM User Support Business Applications Support Back-up Management Desktop Lifecycle Management Mobile Device Management

24 Monthly Report Executive Overview Project status and plans, accomplishments Scorecard Infrastructure Roadmap & Budget Best Practice Recommendations Reporting Incident Summary alerts, event logs Support Summary service desk tickets trending and analysis Service availability, system resources, utilization Operations network and support documentation

25 IT Roadmap OCT FEB MARCH MAR DEC APRIL AUGUST UC Design, Build & Migrate Security Assessment & Remediation Virtualization Assessment & Design Disaster Recovery & BIA Intranet Site Migration BUSINESS IMPACT PBX Replacement BUSINESS IMPACT Mitigate Risk BUSINESS IMPACT User Enablement BUSINESS IMPACT High Availability BUSINESS IMPACT Collaboration Communication Compliance BYOD Compliance Communications Conferencing Protect Investments Hardware & Support Costs Business Continuity Efficiency

26 Benefits of SWC Managed Services Proactive and consistent coverage - guaranteed SLAs Dedicated technical team focused on continuous improvement Proactive IT strategy and roadmap development Ensure application of best practices IT Service Management and operational focus Increased network uptime and reliability Stable, secure and adaptable infrastructure Reduced frequency and severity of preventable IT failures Flexible IT support with predictable costs Complementary team of experts for a fraction of the cost of internal IT

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28 COMPLIMENTARY OFFER: As a thank you for attending today s luncheon, we would like to offer you a COMPLIMENTARY TWO-HOUR ITSM BEST PRACTICES CONSULTATION. Just let us know if you are interested on our feedback form.