Retaining a PSA strengthens your business relationship with your vendor
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1 Electrnic Futures Audi Vide Unlimited Ph Tll-Free Infrmatin Technlgy Supprt Partnerships Electrnic Futures cnsistently strives t build strategic, mutually-beneficial partnerships with businesses, gvernments, and ther rganizatins in Nrthern BC. The benefits f upgrading frm ver-the-cunter service t a either a Prfessinal Services Agreement, r Outsurcing Agreement, can't be verstated. In a nutshell, knwing yur business and systems inside and ut, allws us t mst efficiently meet yur needs at the lwest-pssible cst, and transitin yur rganizatin frm reactive supprt and spending, t enterprise-class practive supprt, and financial certainty fr yur Infrmatin Technlgy Spending. Shift yur fcus frm stressing abut prly-perfrming Infrastructure, and back ver t yur cre business tday. There is n ne-size-fits-all slutin; after a thrugh business analysis, we will tailr a slutin t meet yur specific needs, pririties, and financial ability. Yur success is ur success, and ur business mdel is based n delivering phenmenal value in ur services that keeps yu cming back, term after term. Let ur 20 years f B2B experience, cvering everything frm small strefrnts t multi-natinal crpratins, start wrking fr yu tday. Highlights - Prfessinal Services Agreements (PSA) Lw Mnthly Retainer fr Discunted Hurly Rates Start Saving mney nw An intrductry PSA is great fr rganizatins that have recurring supprt csts and wuld like t start reducing their spending, with minimum mnthly financial cmmitment. PSA's are negtiated n a case-by-case basis, taking int accunt the supprt vlume needs f yur rganizatin and the diversity f yur existing IT Fleet. Add the Specific Respnsibilities & Deliverables Yu Need Nw Custmize yur PSA Many rganizatins dn't have a thrugh understanding f what it takes t keep their IT investments running reliably, r hw t balance risk with spending n rutine maintenance / administratin, and their TCO suffers as a result. Many smaller businesses fail t frmally allcate respnsibility fr maintenance and system administratin, whether that is internal r externally, and unnecessary failures result as things "fall thrugh the cracks." Our business analysts are here t walk yu thrugh the strategic decisins yu need t make, and strike the right balance between practive services/spending, and risk. Fr very reasnable and predictable rates, Electrnic Futures can take care f the specific IT tasks that are mst imprtant t yu, when yu need them. Incrprating these int a PSA desn't necessarily need t include the cst cmmitment assciated with a full-blwn Service Level Agreement (SLA). 1
2 Electrnic Futures Audi Vide Unlimited Ph Tll-Free Hw a PSA with Electrnic Futures wrks fr yu The Value Prpsitin A PSA will benefit yur rganizatin far beynd the immediate savings frm vlume-discunting supprt hurs... By utilizing the same supprt prvider cnsistently, fr clear respnsibilities, yur supprt hurs will decrease ver time, because the prvider desn't need t examine yur installed systems and cnfiguratins t see what yu have, r what has been changed since last time. The technicians will be able t build and leverage a knwledgebase f yur fleet, yur business, and related practices. Yur prvider will gain a better-understanding f yur business needs, and make mre strategic bservatins and recmmendatins. Rt causes f recurring issues are fund and slved. Depending n the ptins yu include in yur PSA, yur prvider can take immediate actin t respnd t key needs quickly, even utside regular business hurs, withut the uncertainty and delays assciated with btaining apprval fr needed wrk. Yu still have transparency n what was dne, but with the added benefits f reduced administrative verhead, quick cntainment r utright preventin f issues, and mre time t cncentrate n yur cre business. Retaining a PSA strengthens yur business relatinship with yur vendr A PSA has a lwer cst than a full-utsurcing agreement, primarily because althugh the prvider may assume specific technical respnsibilities, the custmer typically retains respnsibility fr management decisins regarding the lifecycle f their fleet and assciated spending, and thus the retains the financial risks assciated with thse decisins. 2
3 Electrnic Futures Audi Vide Unlimited Ph Tll-Free Highlights - Full Outsurcing Agreements Larger and Regulated Organizatins require mre frmal gvernance, risk management, granular accunting and decisin making Frmal Outsurcing CAN BE a viable alternative, r cmpliment t, an internal IT Department fr meeting these needs We've all heard f, and sme f us have lived thrugh, hrrr stries relating t utsurcing. Such stries are even crpping up lcally in Nrthern BC. Successful utsurcing requires a thrugh understanding f nt nly yur business needs and the technlgy yu use, but a slid understanding f hw these change ver time, a deep cmmitment t the strategic partnership, and frmal, clsed-lp mechanisms t cmmunicate and feedback ging frward. These always take time and cmmitment t establish, by bth parties, and there is n "silver-bullet" slutin that can be pulled ff a shelf, except at great cst t yu. Be very wary f any prpsals that purprt t magically make yur systems run fr X dllars per system per mnth, withut ding the required backgrund wrk up-frnt. Outsurcing yur IT needs is an investment f trust, time, and mney, and this investment is nly as stable as the cmpany yu partner with, and their cmmitment t yu. Why wuld I chse Outsurcing ver managing my wn IT resurces within my Organizatin? When Des Outsurcing Makes Sense Generally, there may be a business case fr full utsurcing with a trusted supplier when: One r mre f these cases fits yur business situatin: Yu have high diversity amng yur IT Fleet (n cnsistency f hardware, sftware, r cnfiguratin), requiring technlgical knwledge that utstrips yur internal resurces. Yu may nt even really knw what yu have ut there. Yu dn't have a clear picture n what yur specific IT needs are, r hw t g abut meeting them efficiently (yet) Yu dn't have internal IT resurces, and dn't want t g that rute Yu dn't have internal IT resurces yet, but want t cnslidate and package yur IT infrastructure and needs t facilitate develping the ability t meet this in-huse yu already have internal IT resurces, but they dn't have the capability t meet yur needs within yur fiscal ability (yet) Yur IT spending is ad-hc and ut f cntrl and yu want t regain the reins, and leave the dr pen. 3
4 Electrnic Futures Audi Vide Unlimited Ph Tll-Free Yu are facing an immediate need fr additinal IT infrastructure, withut a clear business case t justify the investment Yu have a vendr with: in-depth knwledge f, and experience with, IT Management Best Practices, such as COBIT/ITIL A slid understanding f yur business needs and pririties - this can be gained with thrugh up-frnt wrk, if yu are a new custmer Standards-based, Enterprise technical architectures, leveraging slid recipes with efficient deplyments, centralized management, and rigrus mnitring prcesses. These recipes need t be custmized t the individual needs and pririties fr yur rganizatin the experience, legal fluency, and rigr t meet and prve regulatry cmpliance, If yu are in a regulated business such as finance, plicing, energy, gvernment, r health care, r carry ISO certificatins A critical mass f the right infrastructure, skill sets, tls, technlgies, and prcesses t d this mre efficiently, r better, than yu culd d yurself Knw Exactly What yu Have Eliminate the Fear - and csts - f the Unknwn Nw yur rganizatin has an pprtunity t partner with wrld-class, certified prfessinals, in a slid business that has been lcally-wned and perated fr twenty years. Outsurcing Agreements with Electrnic Futures require a detailed inventry, lifecycle and risk analysis, and netwrk tplgies fr yur fleet, as well as a frmal Business Analysis f yur visin, pririties, strategies and plicies. Depending n yur circumstances and SLA requirements, a full Failure Mde And Effects (FMEA) analysis f yur critical systems may be required. If yu dn't have them, dn't wrry, we will help take care f that. On a case-by-case basis, Electrnic Futures may agree t amrtize the up-frnt csts fr this wrk int a negtiated minimum cntract duratin within yur Outsurcing Agreement. This wn't be pssible if yu share these dcument(s) with third parties (fr example, prvide them t ther cmpanies bidding in a tender prcess fr utsurcing); In ther wrds, please dn't expect us t d weeks f wrk fr free, just s that yu can learn the hard way that Life is Better Outside the Bx, with Electrnic Futures. If this is yur intent, it is imprtant that this is stated up-frnt, the wrk is paid fr, and yu will wn the rights t this resulting Intellectual Prperty. Knw Exactly What yu Need Make the Strategic Decisins that are Right fr Yu Electrnic Futures will cnduct a Strengths-Weaknesses-Opprtunities-Threats (SWOT) analysis 4
5 Electrnic Futures Audi Vide Unlimited Ph Tll-Free f yur present infrastructure in the cntext f yur business situatin, and present yu with a detailed reprt, prpsing any applicable imprvement ptins fr yur cnsideratin ging frward. On a case-by-case basis, Electrnic Futures may agree t amrtize the up-frnt csts fr this wrk int a negtiated minimum cntract duratin within yur Outsurcing Agreement. This wn't be pssible if yu share these dcument(s) with third parties (fr example, prvide them t ther cmpanies bidding in a tender prcess fr utsurcing); In ther wrds, please dn't expect us t d weeks f wrk fr free, just s that yu can learn the hard way that Life is Better Outside the Bx, with Electrnic Futures. If this is yur intent, it is imprtant that this is stated up-frnt, the wrk is paid fr, and yu will wn the rights t this resulting Intellectual Prperty. This is especially imprtant s we can tailr the reprt and recmmendatins accrding t yur needs, ie. tailred as requirements fr a generic tendering prcess Only Pay fr What Yu Get Make Service Levels a Legal Cmmitment Electrnic Futures backs ur cmmitment t service with frmal Service Level Agreements, which invlve granular tracking and reprting n mutually-agreed Key Perfrmance Indicatrs (KPI's), and penalize us if we dn't deliver. Fr example, such metrics may invlve things like system availability (uptime), service respnse time (perfrmance), planned dwntime (such as fr maintenance/recnfiguratin), unplanned dwn time (frm crashes / prblems), and ther statistics n handling f reactive prblem, such as first-call reslutin rate, time t respnd, r ttal call reslutin time. Put in plain English, we live in the same cmmunity. If we dn't d what we say, we dn't bill yu fr it, and yu dn't pay fr it. Hw an Outsurcing Agreement with Electrnic Futures wrks fr yu The Value Prpsitin Any Outsurcing Agreement is a big cmmitment and we thank yu in advance fr placing such trust in us. All ur Outsurcing Agreements carry the fllwing benefits: Agreed and dcumented rles & respnsibilities, clearly allcated between yur rganizatin and Electrnic Futures Agreed and dcumented Service Level Agreements fr yur cntracted critical systems and services Peridic, frmal reprting n Key Perfrmance Indicatrs fr each Service Level Agreement Peridic, detailed billing fr 5
6 Electrnic Futures Audi Vide Unlimited Ph Tll-Free any peridic payments scheduled under yur agreement, any ther incremental csts applicable under yur agreement within the perid(examples may include change requests, r any administratin/maintenance tasks utside agreed vlume threshlds), MINUS any perfrmance penalties (credits) fr deviatin utside agreed KPI threshlds Centralized tracking f issues facing yur rganizatin, and efficiently addressing rt causes. Chances are we've dealt with these issues already smewhere else anyway. Bringing an in-depth understanding f, and experience with, Wrld-Class IT management practices t bear n yur cntracted services and infrastructure Depending n the specifics f yur agreement, Benefits may include... A clearly-defined and agreed shift in financial risk balance between yurself and Electrnic Futures, fr sme, r all, f yur IT Infrastructure Financial Transparency fr yur IT Fleet - Peridic reprting n budgeted vs. actual spending using ur detailed TCO mdel Peridic physical and/r virtual inventry checks and reprts, cvering the subscribed aspects that cncern yu the mst, fr yur selected systems: key netwrk and Operating System Cnfiguratin (Cmputername & Active Directry memberships, prtcl stack, IP & DNS, VLANS/Subnets) hardware health status (status f redundant systems such as disk arrays, any hardware prblems, installed Firmware revisins vs. applicable base system recipe) sftware health status (file system status, disk utilizatin, system cnfrmity with applicable base system recipe) security psture (installed vs. available patches & anti-malware prtectin, firewall cnfiguratin) security activity in the perid (any malware incidents, security audit failures such as failed lgins r file access attempts blcked by ACL, netwrk activity blcked by firewalls, netwrk scans) Overall Equipment Effectiveness (System availability, reliability, and utilizatin) System Lifecycle status fr Operating System and hardware (status f vendr supprt, and availability f key spares) 6
7 Electrnic Futures Audi Vide Unlimited Ph Tll-Free Cnfiguratin Changes made in perid (accunts added/remved/changed, sftware installed r remved) Fr key systems as identified in yur agreement, a detailed analysis f the reprting abve, cmplete with an executive summary and actin plan fr any deficiencies identified. If included r pre-authrized per yur agreement, remediatin will be dne as needed, and reprted t yu Lifecycle Certainty fr yur IT Fleet - we will fllw-thrugh n yur agreed LifeCycle evlutin plans, develping and deplying new recipes as required, thus leveling ut the peaks f yur IT expenditures as much as pssible, and allwing fr smth, planned system evlutins as and when required Access t a live dashbard fr status f yur systems and Key Perfrmance Indicatrs Access t a custmer prtal fr reprting prblems/change requests, r status f utstanding prblems/change requests Peridic, custm training fr yur end-users t address knwledge gaps and betterleverage the ptential business gains made pssible by yur infrastructure Retail discunts fr yur emplyees at ur stre, which can be incrprated in yur emplyee benefits prgram Autmatic Transfer f Intellectual Prperty (yu wn all dcumentatin prduced regarding yur installatin), such as system inventries, netwrk tplgies, installatin & cnfiguratin recipes, checklists, prcedures. This ptin is a great package t gain and preserve critical knwledge within yur rganizatin, and preserve ptins fr changing hw yu manage yur infrastructure later. Nte that Electrnic Futures is NOT ne f thse cmpanies that will hard this infrmatin t keep yu lcked-in with us, but cmpiling and packaging this dcumentatin after-the-fact is a large, time-cnsuming endeavr, at a higher cst. Accrdingly, we highly recmmend that rganizatins pursuing utsurcing always include it in their agreement up-frnt. Peridic mck-audits fr regulatry cmpliance - address yur issues internally, befre they becme majr issues mitigatin planning assistance and fllw-thrugh Knwledgeable Assistance during actual audits Fr mre infrmatin, please cntact mailt:utsurcing@elfut.ca 7
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