M A N A G I N G C O N U S U L T A N T
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1 UNDERSTANDING MANAGED SERVICES RUSS HENDERSON M A N A G I N G C O N U S U L T A N T
2 AGENDA Define Compare Implement
3 DEFINE
4 DEFINE Managed Services is the proactive management of an IT asset or object, by a third party typically known as a MSP, on behalf of a customer.
5 DEFINE The operative distinction that sets apart a MSP is the proactive delivery of their service, as compared to reactive IT services, which have been around for decades. - MSP Alliance
6 DEFINE Managed Service Provider (MSP) IT Services provider that manages and assumes responsibility for providing a contractually defined set of services proactively or as needed based on MSP determination.
7 DEFINE Monitoring Simplified Billing Proactive Support Scheduled Maintenance Remote Support Centralized Management
8 DEFINE Service Offerings Network Support Security Backup / DR BYOD Support Performance Monitoring Desktop / Server Support Patching Update Services Network / Desktop Security Cloud Services (IaaS, PaaS, Saas) Hosting Services Help Desk Remote Monitoring
9 COMPARE
10 COMPARE Classic Break-Fix Model Oh No, Something is wrong Stabilization In House Trouble shooting Expert Troubleshooting / Remediation On No, Something is really wrong!! Call out for Help
11 COMPARE Classic Break-Fix Model Oh No, Something is wrong Unpredictable cost Stabilization In House Trouble shooting Expert Troubleshooting / Remediation On No, Something is really wrong!! Call out for Help
12 COMPARE Classic Break-Fix Model Oh No, Something is wrong Unpredictable cost Stabilization In House Trouble shooting Excessive Downtime Expert Troubleshooting / Remediation On No, Something is really wrong!! Call out for Help
13 COMPARE Classic Break-Fix Model Oh No, Something is wrong Unpredictable cost Stabilization In House Trouble shooting Excessive Downtime High Risk Expert Troubleshooting / Remediation On No, Something is really wrong!! Call out for Help
14 COMPARE Classic Break-Fix Model Oh No, Something is wrong Unpredictable cost Stabilization In House Trouble shooting Excessive Downtime High Risk Inefficiencies Expert Troubleshooting / Remediation On No, Something is really wrong!! Call out for Help
15 COMPARE Managed Services Model Monitoring Issue and Remediation documented and communicated to Client Potential Issue detected MSP initiates remediation steps
16 COMPARE Managed Services Model Monitoring Predictable, lower cost Issue and Remediation documented and communicated to Client Potential Issue detected MSP initiates remediation steps
17 COMPARE Managed Services Model Monitoring Predictable, lower cost Proactive Issue and Remediation documented and communicated to Client Potential Issue detected MSP initiates remediation steps
18 COMPARE Managed Services Model Monitoring Predictable, lower cost Proactive Minimal downtime Issue and Remediation documented and communicated to Client Potential Issue detected MSP initiates remediation steps
19 COMPARE Managed Services Model Monitoring Predictable, lower cost Proactive Minimal downtime Issue and Remediation documented and communicated to Client Potential Issue detected Peace of Mind MSP initiates remediation steps
20 COMPARE STAFF AUGMENTATION MODEL Short Term Benefits Rapid access to needed technical skills Minimal operational impact Rapid staff scalability due to unexpected events Simplified contractual process Avoid HR costs Transparent cost structure
21 COMPARE STAFF AUGMENTATION MODEL Long Term Issues High cost All fingers point to staffing insufficiencies when Doesn t promote proactive management style things go wrong No SLA Same knowledge vestment, less control
22 COMPARE MANAGED SERVICES VS. STAFF AUGMENTATION MANAGED SERVICES MODEL STAFF AUGMENTATION MSP responsibility for execution Supplier responsible for staffing
23 COMPARE MANAGED SERVICES VS. STAFF AUGMENTATION MANAGED SERVICES MODEL STAFF AUGMENTATION MSP responsibility for execution Supplier responsible for staffing Committed to scope and term Limited commitment
24 COMPARE MANAGED SERVICES VS. STAFF AUGMENTATION MANAGED SERVICES MODEL STAFF AUGMENTATION MSP responsibility for execution Supplier responsible for staffing Committed to scope and term Limited commitment Set monthly price structure based on service level Hours and availability
25 COMPARE MANAGED SERVICES VS. STAFF AUGMENTATION MANAGED SERVICES MODEL STAFF AUGMENTATION MSP responsibility for execution Supplier responsible for staffing Committed to scope and term Limited commitment Set monthly price structure based on service level Hours and availability MSP manages delivery model, process, and tools Customer manages delivery
26 COMPARE MANAGED SERVICES VS. STAFF AUGMENTATION MANAGED SERVICES MODEL STAFF AUGMENTATION MSP responsibility for execution Supplier responsible for staffing Committed to scope and term Limited commitment Set monthly price structure based on service level Hours and availability MSP manages delivery model, process, and tools Customer manages delivery MSP able to take on operational responsibility No change in operational model
27 COMPARE MANAGED SERVICES VS. STAFF AUGMENTATION MANAGED SERVICES MODEL STAFF AUGMENTATION MSP responsibility for execution Supplier responsible for staffing Committed to scope and term Limited commitment Set monthly price structure based on service level Hours and availability MSP manages delivery model, process, and tools Customer manages delivery MSP able to take on operational responsibility No change in operational model Knowledge documented and transferable Knowledge vested in individuals
28 COMPARE MANAGED SERVICES VS. STAFF AUGMENTATION MANAGED SERVICES MODEL STAFF AUGMENTATION MSP responsibility for execution Supplier responsible for staffing Committed to scope and term Limited commitment Set monthly price structure based on service level Hours and availability MSP manages delivery model, process, and tools Customer manages delivery MSP able to take on operational responsibility No change in operational model Knowledge documented and transferable Knowledge vested in individuals Committed to a particular outcome Committed to provide resources
29 IMPLEMENT
30 IMPLEMENT WHO IS USING MANAGED SERVICES? MSP Customer Size < <
31 IMPLEMENT HOW ARE MANAGED SERVICES BEING IMPLEMENTED? % MSP Reporting Growth 56 Cloud Services Backup / DR Desktop/Server Remote Monitoring BYOD Performance Monitoring % MSP Reporting Growth
32 IMPLEMENT MSPs In 2015 #1 Services Need in 2015 Public Cloud Security IT Comp. Advantage High Availability Predictable Cost IT Automation Private Cloud BYOD Outsourcing Other
33 IMPLEMENT GETTING STARTED: Moving to Managed Services 1. Internally define: Scope SLA Sourcing
34 IMPLEMENT GETTING STARTED: Moving to Managed Services 1. Internally define: Scope SLA Sourcing 2. Select vendor Vendor research Services agreement
35 IMPLEMENT GETTING STARTED: Choosing a MSP: Demonstrates transparency Promotes productivity Record of value delivery Promotes strategic partnership
36 IMPLEMENT GETTING STARTED: Managed Services Agreement: Services provided (Prioritization if necessary) Responsibilities Matrix Service level guarantees (Availability, serviceability, and performance) Cost structure Resolution process
37 IMPLEMENT GETTING STARTED: Moving to Managed Services 1. Internally define: Scope SLA Sourcing 2. Select vendor Vendor research Services agreement 3. Transition Phased
38 IMPLEMENT GETTING STARTED: Moving to Managed Services 1. Internally define: Scope SLA Sourcing 2. Select vendor Vendor research Services agreement 3. Transition Phased 4. Implement governance Vendor management
39 HOW TCSC CAN HELP CLOUD SERVICES LOB INTEGRATION COLLABORATION BACKUP and DR SYSTEMS MONITORING
40 LET S GET STARTED We re ready as soon as you are.
41 THANK YOU RUSS HENDERSON M a n a g i n g C o n s u l t a n t
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