1 A U T O T A S K W H I T E P A P E R for Small and Medium-Sized Businesses The Co-Managed Service Desk Strategic Outsourcing to Maximize the Value of Your Internal IT Resources W R I T T E N BY Bruce J. McEwing Autotask Corporation
2 A U T O T A S K W H I T E P A P E R l 2 Table of Contents The Co-Managed Service Desk Strategic Outsourcing to Maximize the Value of Your Internal IT Resources Introduction... 3 Assessing Which IT Functions Can Be Outsourced... 5 Evaluating External IT Service Providers Key Attributes of the Ideal External IT Partner... 7 Pulling it All Together Appendix A: Co-Managed IT Services Provider Evaluation Form Appendix B: Taskfire by Autotask Appendix C: About Autotask Corporation Appendix D: Citations Autotask Corporation
3 A U T O T A S K W H I T E P A P E R l 3 Introduction With the right outsourcing, companies can free up their resources and meet the challenge of growth head-on In addition to reducing risk, outsourcing technical support frees up other internal resources needed for growth. ITWorld, May 5, The vast majority of businesses today are dependent on technology. When your computers, networks, , servers, or phone systems aren t working properly, your operations either slow to a crawl or can stop entirely. Whatever your core business, once you ve come to depend on the efficiencies these systems deliver, downtime just isn t an option. As the owner or manager of a business that relies on technology, your three options for servicing, supporting, maintaining and repairing your systems are: (1) dedicate internal resources to these functions; (2) outsource them to a technology service provider; or (3) a combination of the two. All three options have their pros and cons. Your Internal IT Resources BENEFITS: Having internal IT resources has tremendous advantages. You have complete control over what projects are done, and when. You have someone on premises during business hours to support your staff and equipment. And, importantly, you are able to assign other tasks to your internal resources during their downtime when systems are running smoothly. CHALLENGES: But, in today s economy, it is nearly impossible to rely 100% on internal resources to support the growing technology infrastructure of most companies. As each day goes by, your technology infrastructure gets more out-of-date. Software needs upgrading, hardware needs replacing, networks need reconfiguring and new solutions become available to drive your business forward. On top of all that, in order to make the most of your investment in technology, your staff needs to be supported in using it all. Demands on internal IT resources are becoming more intense, just at the time when it is becoming increasingly difficult to justify any spending that adds to company overhead. That is why the vast majority of companies do not have all the internal resources necessary to be completely self-sufficient in the area of technology support. In addition to economic considerations, there are also the exposure, risk and volatility associated with staff turnover. It s a fact of business that good employees are hard to find and harder to keep. Career ambitions, changes in personal situations and other factors contribute to one of every four IT staff changes each year. Often, even low and mid-level staff carry out the door with them an enormous amount of institutional knowledge that is undocumented and locked in their heads, creating potentially large disruptions in business operations.
4 A U T O T A S K W H I T E P A P E R l 4 External IT Resources BENEFITS: Outsourcing is the alternative, and a large number of businesses particularly those with fewer than 10 employees rely almost exclusively on external IT service firms to support their systems. Relationships run the gamut from simple break-fix (where the service provider is called in, as needed, when something needs to be repaired, replaced, or upgraded), to a managed services relationship (where the service provider functions as the de facto IT department). The advent of highly sophisticated monitoring and remote remediation tools allow service providers to effectively support their customers in a costeffective fashion. Another benefit of outsourcing is that it provides you with much greater flexibility over the level of service and support you need, and the ability to contain your costs. In addition, you will generally have access to more seasoned and experienced resources that are current on the latest technologies, and, importantly, you ll have assurance that your systems and processes will be documented in a manner that will ensure business continuity. CHALLENGES: For many companies however, the problem with complete reliance on external IT service resources is cost. Service firms need to charge a premium for the people they put to work for you, so they can pay those people a fair wage, cover the associated overhead and make a profit on top of that. The simple math is that if you require a full-time technician from an outsource service provider, you may find your internal service needs exceed your budget. This is why so many companies end up with a combination of internal IT resources supplemented by outsourced service providers. Combined Internal and External IT Resources Often, especially in smaller companies, the internal IT resource is a low- to mid-level jack of all trades who can handle most routine support requirements, simple repairs, upgrades and installs. These same companies frequently rely on external IT resources for larger projects, support of specialized applications, IT consulting, after-hour support, coverage for remote offices, and trouble-shooting more complex problems. As businesses grow, their significant investment in and dependence on their IT infrastructure increases and they are likely to expand the internal IT resources responsible for maintaining those systems. Perhaps moving from reliance on a part-time administrative person to a full-time technician, and later, adding a more senior person to the team. The larger the organization becomes, the more likely it is that their IT infrastructure has evolved into a core company function with a recognized and budgeted IT Department. But, for many of the reasons noted above, even the largest companies with substantial internal IT resources still outsource some of their IT services anything from routine maintenance, Level 1 support and network management, to consulting and special projects. By handling internally those IT functions that maximize utilization of your IT staff and selectively outsourcing functions that are more cost-effectively handled externally you can have the best of both worlds. And, critically, as your business grows, staff changes and technology evolves, you will have maximum flexibility to adjust and shift work between your internal and external IT resources to control and optimize your technology investment. But, not all IT service providers are well positioned, willing or able to work effectively with your internal IT resources in a flexible, positive and collaborative relationship. That s what this white paper is all about.
5 A U T O T A S K W H I T E P A P E R l 5 [Outsourcing] deals typically yield per cent savings, sometimes more For many, the point of outsourcing is to gain access to technical skills they can t afford to hire full-time, so managed services is the answer. The Globe and Mail; May 5, Assessing Which IT Functions Can Be Outsourced In addition to cost savings, selective outsourcing can provide access to specialized IT expertise and a rapidly-growing number of businesses are strategically partnering with external IT service providers to collaborate on select IT functions. But, not all functions are right for outsourcing. The specific factors you use to determine which functions are best outsourced and which are better handled internally will vary from company to company. Your industry, business practices, growth stage and company objectives will shape your decision, but so will the size, mission and technical skills of your internal IT staff. A hospital, for example, may choose to outsource server monitoring, desktop service calls and similar tasks, leaving their level-three engineers and technicians free to maintain, upgrade and repair core patient-care systems and equipment. Similarly, a mid-sized law office may want to keep responsibility for their case-management systems in-house, where a hard-goods manufacturer may want to focus on their MRP, ERP and logistics systems and outsource everything else. As you assess the various IT functions you handle internally, consider which of those most closely align with your business strategy and which fall within the core competency of your IT staff and of your organization. Here are some questions to consider when evaluating different IT functions: Does the function directly contribute to your organization s growth, position or profitability? Does the function provide a differential benefit in your market or relative to your competition? Would outsourcing the function negatively affect your bottom line or would it generate savings? Even without direct savings, would outsourcing the function have other positive benefits, like improving overall quality or service levels? Conversely, will outsourcing the function eliminate or significantly reduce confusion and distraction and allow your internal IT staff to focus on core activities? The point of this exercise is to determine which IT functions are critical success factors for your business and aligning your internal and external IT resources to support them. Now that you re in a position to objectively assess which services can be strategically outsourced, how do you select the best vendor?
6 A U T O T A S K W H I T E P A P E R l 6 Smart executives leverage the IT services provider landscape not merely to manage technology plumbing but also to profoundly affect business performance. Paul Roehrig, Forrester Research December 2, Evaluating External IT Service Providers Strategically outsourcing a portion of your IT functions requires collaboration and coordination between your internal and external IT resources. After all, the purpose is to maximize and augment your internal IT capabilities, not contract them out. That s why it s so important to choose a partner who can effectively co-manage your IT services issues and work seamlessly with your internal staff. If you haven t investigated external vendors in a while, you ll find that the enabling technologies employed by leading IT service providers have evolved dramatically in recent months. New service delivery options, like the co-managed service desk, software-as-a-service and cloud computing can offer tremendous value, efficiencies and scalability when correctly employed. Most importantly, they offer unparalleled opportunities to select, partner and collaborate with external IT service providers. The Co-Managed Service Desk Traditional help-desk software provides a simple way for internal IT staff to accept, manage and track maintenance and repair issues or tickets. These applications are useful for organizing and responding to routine service issues in-house, but new technology has enabled the co-managed service desk a platform that not only offers robust internal IT service-desk functionality, it creates direct linkages between internal and external IT resources so that the responsibility of managing IT functions can be shared efficiently. Software-as-a-Service Software-as-a-Service (SaaS) refers to enterprise-class software delivered to and accessible by end-users over the Internet. Applications delivered as SaaS eliminate the need for internal IT staff to provision and configure individual desktops and devices, and end-users are always assured of using the most recent version available. In addition, SaaS typically avoids the need for large, up-front investment and keeps ongoing costs predictable. Cloud Computing The word cloud is a metaphor for the Internet and cloud computing refers to data and applications accessed through web browsers. Applications that are available in the cloud are easily accessible, virtually maintenance free (from an internal IT perspective) and can extend your existing IT capabilities. As they relate to the selection of an external IT service provider, collaboration in the cloud gives you the ability to work with anyone, any time, and allows your IT technicians and engineers to access critical applications from anywhere in the office or on the road. Regardless of the particular functions and activities you choose to outsource, at the end of the day, there are three essential criteria that everyone wants when hiring an outside service provider: 1. Someone who knows what they re doing. 2. Someone who will keep their promises. 3. Someone who will bill you fairly. This white paper identifies seven key attributes that you should evaluate when considering collaborating with an external IT services partner. If you can get satisfactory answers to your questions in these areas, the odds are overwhelmingly in your favor that you will have an excellent experience with your chosen IT service provider. Let s explore in detail how those key attributes can affect your choice of an external partner.
7 A U T O T A S K W H I T E P A P E R l 7 Well-run [internal] IT shops typically have strong vendor management, including a good understanding of the obligations, flexibility and strategic value of vendor contracts CIO News, February 5, Key Attributes of the Ideal External IT Partner Key Attribute # 1: Competence, Range of Expertise and Availability Of course, the first and most important consideration when selecting an external IT service provider is determining the depth of their technical expertise especially in those areas that are not core-competencies internally and assessing their experience and level of competence in the specific functions you wish to outsource. Do they have the training, the talent and the experience to take care of your specific needs today and will they be ready and able to handle emerging technology and trends tomorrow? Among the questions you should ask are: What training or certifications do you have to work on my IT systems? What experience do you have in working on those systems? What other systems and technologies are you certified in and/or have experience with? Can you provide references to similar organizations that you have successfully worked with? How fully utilized is your technical team? Do you have the bandwidth to serve me? Note: Many IT service providers have difficulty answering this last question on staff utilization. Typically, this is because they do not have in place the necessary management systems for them to know with certainty the level of utilization of their technical staff. They may have a vague sense that they are very busy or that they have some bandwidth, but in truth they can t say with any certainty. Since the availability of competent resources can be critical, you will want to pay special attention to this area. Key Attribute # 2: Flexibility & Collaboration By definition, selective outsourcing requires effective and efficient collaboration between your internal and external IT resources. Do they have the flexibility and willingness to work with your organization in a way that makes sense for you? This is particularly important when you are strategically outsourcing to supplement internal IT resources for critical functions and when you need to collaborate on complex projects. Among your key concerns will be: How easy it is for me to assign work to you? Can I track your progress on tickets and issues that have been sent to you in real-time? Do you offer Service Level Agreements (SLAs) for critical services? How do you track compliance with the terms of your SLAs?
8 A U T O T A S K W H I T E P A P E R l 8 Companies need to be on guard for fluctuations in demand on their IT resources. Sudden increases in load must be handled swiftly and, if possible, on-demand. Inhouse options range from being underprepared to over-prepared, but if you have a partner with vast resources, virtually any demand need can be met with aplomb. Tech News World; March 27, Key Attribute # 3: Notifications & Accessibility One of the most important reasons to hire an IT services provider is to prevent critical systems from breaking and to fix things when they occasionally do regardless of where or when that happens. If your goal in outsourcing IT services is to provide support and mitigate risk after business hours, for remote locations or employees or to provide additional capacity when your internal IT staff is overwhelmed, some of the most critical questions you can ask are: How do I notify you when I need immediate help with a key issue? What happens if your staff is already fully engaged? What happens if something goes wrong after business hours? Can you service my remote offices and/or employees? What happens if we need help with a piece of equipment you don t generally support? Do you have your own extended network of service providers? Ask for, and make sure you receive, complete details on how you actually make a request for help. Will you be required to place a phone call to their help desk? Do you have to send an ? Or, do they have an online portal where you can request assistance and track their progress? Key Attribute # 4: Ongoing Communication The importance of connectivity can t be overstated. The ease and effectiveness of your communications with your outsource partner will have ramifications throughout your relationship. Top providers will offer a web-based platform that allows 360-degree, 24/7 communication between your internal and external IT resources. They should also provide a portal that your employees can use to submit and monitor service issues directly. This not only increases service delivery speed, it can have a dramatic effect on overall employee productivity. Today s best systems do more than facilitate seamless communication, they actually automate significant portions of the IT services workflow. For example, they can recognize and triage incoming service requests by issue type, time of day (after regular business hours, for example) and other factors, and assign them, automatically, to the appropriate internal or external resource. The goal is to ensure maximum access, visibility and efficiency in your overall service delivery process. Ask your provider to describe their communication platform in detail. Be sure to pay special attention to the issues of employee access and workflow automation. After all, any system may work well at 11 am on Tuesday morning, but you need it to know works just as well at 7pm on a Friday evening.
9 A U T O T A S K W H I T E P A P E R l 9 As more companies feel the effects of the recession...a new blended concept has emerged within the managed services realm in the form of co-sourcing a service performed by both internal and external resources. TechNewsWorld; March 27, Key Attribute # 5: Resource Allocation The real challenge of selectively outsourcing portions of your IT services is coordinating, assigning or moving work between your internal and external resources as needed. Fortunately, the advent of the co-managed service desk has created a new paradigm for sharing responsibility for IT services delivery. It is now possible to seamlessly distinguish between IT functions, issues and sub-issue types and create workflows that automatically assign work to the right resources. For this reason, it s important that you choose a provider who has the systems in place to support the co-management of these services. Here are some questions you should ask: Do you have a system that supports the shared responsibility for IT service issues between my staff and yours? Can your system automatically distinguish between those issues and assign them accordingly? Do you have a system that provides real-time, two-way communication between my internal IT department and your service desk or dispatcher? Does your system provide a way for my employees to directly submit service issues? What happens when one of my employees submits a service issue? Key Attribute # 6: Escalation Escalation is really the follow-on to resource allocation, and how it s handled is particularly important whenever the scope of a problem increases unexpectedly. You need to know that your service provider has their own internal process for escalating issues that don t meet critical thresholds or deadlines. And, you need to know that they have a solid communication loop with you so that they can be brought in quickly if the situation warrants it. Ask them: What happens if a critical issue isn t resolved within the time frame we agreed upon? What happens when we need extra help with a critical issue? How do I escalate an issue to you? How do I track progress on escalated issues? Leading providers will use automated systems with built-in escalation and workflow rules to make certain that service requests, deadlines and alerts do not fall through the cracks. The best will have a system that gives you complete visibility into the entire process and allows you to escalate your own issues directly to them when your own staff is over-committed or when you run into complex issues.
10 A U T O T A S K W H I T E P A P E R l 10 the key question that all CIO s should ask is, should I invest time, money and energy into managing remedial maintenance or should it be outsourced to a company that specializes in the business and has the necessary infrastructure to manage the enduser environment. Computer World; September 22, Key Attribute # 7: Tracking & Reporting Now that you ve narrowed the pool of potential partners down to those who can provide the IT services you need, where and when you need them, you ll want to make sure you re in a position to refine the process and make improvements as you move forward. To do that, you re going to need information. The most highly-regarded IT service vendors can easily produce detailed issue and resource utilization reports because they ve invested in the software, processes and infrastructure that allows them to track every aspect of their business. Not only do these reports help them maximize the value of their own internal resources and manage their business more profitably, they document compliance with their service level agreements and allow for more accurate billing. Just ask to see a typical report. It should clearly detail and summarize a range of service parameters, including exactly what work was done, by who (the internal versus external IT resources), when, and how long it took. Assuming they can deliver such a report, they ll be happy to provide it. If they are unable or unwilling to, you should probably continue your search. Pulling it All Together The more critical your IT systems are to the operation of your enterprise, the more important it is that you have the ability to strategically outsource to, and partner with, the right external IT services provider. Selecting the best firm to work with may seem daunting at first, but, if you apply these seven attributes to your evaluation process and ask the critical questions you ll find your choices quickly narrowed down. While our experience has shown each of these attributes are key to creating an effective working relationship with an external IT services vendor, you can shorten the search process considerably by first identifying candidates who can offer a fully-featured co-managed service desk. Why? Because the availability and provisioning of a robust, purpose-built platform for co-managing your IT service issues will go a long way towards satisfying many of the key issues you need addressed. On the following pages you ll find a questionnaire you can duplicate and use when evaluating potential IT services partners. You will also find information about Autotask Corporation and Taskfire by Autotask, the world s first co-managed service desk platform for organizations with internal IT resources. Because the service desk platform is directly tied to the service provider you chose, Taskfire can only be purchased from your service provider. If you have an existing relationship with an IT service provider who does not yet offer Taskfire, direct them to and have them apply to become a Taskfire Authorized Partner.
11 A U T O T A S K W H I T E P A P E R l 11 Appendix A Co-Managed IT Services Provider Evaluation Form Competence & Availability 1. What training or certifications do you have to provide me with a co-managed IT platform? 2. What experience do you have working on those systems? 3. What other systems and technologies are you certified in and/or have experience with? 4. Can you provide references to similar organizations that you have successfully worked with? 5. How fully utilized is your technical team? Do you have the bandwidth to service me? Flexibility & Collaboration 1. How easy is it for me to assign work to you? 2. Can I track your progress on tickets and issues that have been sent to you in real time? 3. Do you offer Service Level Agreements (SLAs) for critical services? 4. How do you track compliance with the terms of your SLAs?
12 A U T O T A S K W H I T E P A P E R l 12 Notification & Accessibility 1. How do I notify you when I need immediate help with a key issue? 2. What happens if your staff is already fully engaged? 3. What happens if something goes wrong after business hours? 4. Can you service my remote offices and/or employees? 5. What happens if we need help with a piece of equipment you don t generally support? 6. Do you have your own extended network of service providers? Ongoing Communication 1. Please describe your communications platform 2. Does it support real-time, two-way communication between your office and our internal IT department? 3. Does it include a way for employees to submit and monitor service issues directly? 4. Can it automatically triage and/or assign service tickets based on parameters we establish?
13 A U T O T A S K W H I T E P A P E R l 13 Resource Allocation 1. Do you have a system that supports the shared responsibility for IT service issues between my staff and yours? 2. Can your system automatically distinguish between those issues and assign them accordingly? 3. Do you have a system that provides real-time, two-way communication between my internal IT staff and your service desk or dispatcher? 4. Does your system provide a way for my employees to directly submit service issues? 5. What happens when one of my employees submits a service issue? Escalation 1. What happens if an issue isn t resolved within the time frame we agreed upon? 2. What happens when we need extra help with a critical issue? 3. How do I escalate an issue to you? 4. How do I track progress on escalated issues? Tracking & Reporting 1. Can you provide me with a sample of the type of report you typically use to track the services you ve delivered and/or co-managed with one of your clients?
14 A U T O T A S K W H I T E P A P E R l 14 Appendix B Taskfire by Autotask Taskfire is a powerful, hosted service desk and ticket management system your staff can use to Improve internal IT service delivery Provide just-in-time access to needed resources Ensure coverage for remote offices and employees Reduce complexity and costs of multiple vendors Taskfire provides your IT team with a fully-integrated platform for accepting, triaging, assigning and resolving service issues and gives your employees a simple, web-interface for submitting issues and tracking progress. But, what separates Taskfire from every other internal help desk system is the direct link to your preferred external IT service provider. Taskfire gives you complete control over what issues get sent to your service provider and when. Individual tickets can be automatically routed using the powerful built-in workflow automation engine, or manually escalated. Either way, you re virtually guaranteed immediate access to additional IT resources where and when you need them without managing multiple vendors or adding to your headcount. Taskfire Features World-class Service-Desk Software your staff can use to create, manage and resolve all your IT service issues Web-Based Employee Access Portal giving your employees the ability to submit and track service requests, and more Unlimited Flexibility to Share Service Requests with your outside IT service provider, manually or automatically, according to the workflow rules and priorities you define Powerful Workflow Automation Engine to speed service, eliminate redundancy and increase accountability. Comprehensive Service-Activity Reports Taskfire Benefits Coverage outside of your normal business hours Access to reliable experts and resource when you need them Added manpower during peak demand or to help with complex issues Secure institutional IT knowledge that otherwise resides with individuals Ability to provide on-site support to remote offices and employees Taskfire s unique, co-managed platform provides unlimited options for sharing and coordinating workflow between your internal and external IT support resources to ensure there s never a gap in your coverage. Automatically route issues internally or externally based on any parameters you set. At the heart of Taskfire is a powerful workflow engine that allows you to predetermine how specific types of service issues will be handled and by whom. Automatically. All service tickets from your employees come into your Taskfire system, and then can be automatically assigned to any resource whether a specific tech on your staff or your service provider -- based on the issue type (i.e. printer problem vs. network server), location (i.e. corporate headquarters vs. remote sales office), time of day (i.e. business hours vs. after hours), and more. You can even establish automatic escalation rules for more complex projects. Or, you can also manually assign, escalate or share tickets at any time.
15 A U T O T A S K W H I T E P A P E R l 15 Taskfire by Autotask (continued) Manage and administer user types to control access to your service desk Taskfire creates a secure, private internal service desk for your IT staff and an integrated web-portal that other employees can use to submit and track IT service issues for resolution. You control which employees have access to both the Taskfire service desk module and the employee portal and control their level of access. For example, you can grant a technician the ability to work on, edit, complete and escalate service tickets, while only your Taskfire Administrator can manage your configuration settings. Automatically send updates on mission critical IT initiatives With Taskfire, nothing falls through the cracks. Ever. Taskfire provides complete, end-to-end visibility into your IT service issues from automatic notification of every new ticket created to at-a-glance visibility into ticket status and resolution. Taskfire s workflow rules can even be set up to automatically send updates whenever a ticket is escalated or when there s a significant change in its lifecycle. Cover unplanned gaps with the Out-of-Office feature Imagine a number of critical IT issues cropping up at once, just when your one internal IT staff needs to leave unexpectedly. Taskfire s Out-of-Office Assistant allows you to flip a switch to temporarily override your request-type rules and auto-escalate all new tickets directly to your service provider. This saves having to manually change (and reset) individual workflow settings to meet a temporary need, and you can even exempt low-priority issues that wouldn t be escalated under any circumstance. Use the integrated Knowledgebase to lower service delivery costs. Taskfire s includes a built-in Knowledgebase consisting of individual articles, organized by category and sub-category, to help you resolve common IT issues more quickly and establish best-practices. Populated by your IT service provider, Knowledgebase can reduce the time and expertise needed to research and resolve certain issues and help lower your overall costs. Integrate all of your key external vendors Taskfire s workflow engine is so flexible you can integrate other external vendors as well. Just define a new request type and workflow and service tickets related to telephony issues can be automatically routed to your VOIP provider, and tickets related to your power system can be sent automatically to the appropriate utility. Taskfire by Autotask is available exclusively through a Taskfire Authorized Partner. For more information, visit
16 A U T O T A S K W H I T E P A P E R l 16 Appendix C About Autotask Corporation Autotask Corporation is the leading SaaS provider of hosted service management tools that allow VARs, Managed Service Providers and other IT service professionals to organize, automate, and better manage their businesses. Available anytime, anywhere over the internet with no downloads, Autotask software helps IT service professionals to streamline business operations, capture more billable hours, and collaborate virtually with anyone else in the IT industry to maximize profits. More than 25,000 IT services professionals rely on Autotask software every day to help their IT services businesses run. Better. For more information about Autotask, its solutions, customers and latest developments, please visit or call Autotask Corporation at Autotask Corporation 26 Tech Valley Drive, Suite 2 East Greenbush, NY 12061
17 A U T O T A S K W H I T E P A P E R l 17 Appendix D Citations 1. Outsourcing Technical Support Call Centers: A Strategy for Growing Businesses ITWorld.com, August 8, Taking IT off your plate Steve Power, Ernst & Young, as quoted in The Globe and Mail, May 5, New Market Shifts Will Drive: Next Generation IT-services Outsourcing Paul Roehrig, Forrester Research; Global Services Media; December 2, Recession: A Bond for CIO and CFO Linda Tucci; CIO News; February 5, Sharing the Load: The Co-Sourced IT Maintenance Operation Kenneth Ziegler; TechNewsWorld; March 27, ibid #5 7. The Six Major Pitfalls of In-Sourcing IT Remedial Services Peter Manni; Computer World; September 22, 2007 V1_July 2009
SERVICE LEVEL MANAGEMENT Why Service Level Management is Mission Critical for all IT Service Providers LEN DICOSTANZO Senior Vice President, Community & Business Development Autotask Corporation SERVICE
b u s i n e s s C a r e m a n a g e d S e r v i c e s Lower costs, increased profitability, new market expansions and happier customers. These are just a few of the most important priorities for business
BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE MULTI-SITE 1 INFO@OPTUSINC.COM 877.892.4900 OPTUSINC.COM BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE WHEREVER YOU ARE IN THE LIFECYCLE OF YOUR
Top 10 Ways Operational Software Can Boost a Contractor s Bottom Line Top 10 Ways Operational Software Can Boost a Contractor s Bottom Line Switching to a new operational software solution is a big step
Technology Magazine Issue 1 Achieve Your Business Goals With Technology Reducing Downtime With Managed Backup Your Data and Keep it in Canada BROUGHT TO YOU BY www.genscorp.com G C ENS ORP IT INFORMATION
IT Best Practices Series Cloud Computing Safe Harbor or Wild West? With IT expenditures coming under increasing scrutiny, the cloud is being sold as an oasis of practical solutions. It s true that many
Discover the Advantage of Having Dyrand at the Controls Your Virtual IT Department shift Shift Your Focus From IT Concerns To Your Business For most small to mid-sized companies in Canada, an IT Department
Managed Services Business Intelligence Solutions Business Intelligence Solutions provides an array of strategic technology services for life science companies and healthcare providers. Our Managed Services
SAP Brief SAP Technology SAP IT Infrastructure Management Objectives Unify Infrastructure and Application Lifecycle Management Supercharge your IT infrastructure Supercharge your IT infrastructure What
Created for Steve Van Tol Mitigating Costly New Technology Risks For Continued Stability and Profitability sized businesses choose to pay for on-site support on an as- needed basis as opposed to having
Migrating to a Managed Service Model through Automation The IT landscape is constantly changing, impacted by many factors from innovations by technology vendors, to a more disparate and global workforce
WHITE PAPER 5 Ways Your Organization is Missing Out on Massive Opportunities By Not Using Cloud Software Cloud software allows your organization to focus on its strengths and outsource tough data storage
6 key requirements for a profitable NOC + Help Desk service How to improve your scalability and profitability with an outsourced NOC and Help Desk solution www.avg.com/business Whatever your device, we
Bringing the Cloud into Focus A Whitepaper by CMIT Solutions and Cadence Management Advisors Table Of Contents Introduction: What is The Cloud?.............................. 1 The Cloud Benefits.......................................
AUTOTASK WHITE PAPER Streamlining Service Provider Operations Using IT Service Management Software to Improve 8 Key Business Processes Makes your IT business run. Better. SM 2 AUTOTASK WHITE PAPER Streamlining
10 Ways Autotask Automates Your IT Business Reduce Costs, Win More Business And Manage Growth More Effectively INTRODUCTION...3 #1 Centralizing Data... 4 #2 Managing Customer Information...5 #3 Capturing
In-House Systems vs. Software-as-a-Service Solutions Cost & Risk Analysis What is Imaging & Workflow Automation? Imaging and Workflow Automation (IWA) solutions streamline the invoice receipt-to-pay cycle
ScienceLogic vs. Open Source IT Monitoring Next Generation Monitoring or Open Source Software? The table below compares ScienceLogic with currently available open source network management solutions across
EarthLink Hosted Voice Plus In these extraordinary economic times, business owners and managers struggle with many challenges: How do I remain profitable when times are tight? How do I meet the intensifying
SERVICE DESK MANAGEMENT Bringing your customers closer to you Managed Services are the key behind Bell Techlogix 8888 Keystone Crossing Indianapolis, IN 46240 1-866-782-2355 1-317-704-6000 www.belltechlogix.com
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
A Global IT Managed Service Provider Service Catalog 2013 www.presilient.com We help ensure that you maximize your current infrastructure investments, while increasing performance across your enterprise.
See all, manage all is the new mantra at the corporate workplace today. 1) Do you want to schedule backups, software updates using just one consistent automation platform? 2) Do you want a product that
Optimizing Cloud Efficiency Through Enhanced Visibility and Control business White paper If You Can t See the Problem, You Can t Fix the Problem and the More Accurate and Detailed Your View, the Better
www.wipro.com Elevator Service Preventive or Predictive Market Differentiation Through Remote Monitoring Data and a Predictive Service Program Russell Gray Sr. Consultant, Business Process Group Aftermarket
Take to the Cloud It will fundamentally change the way you do business, for the better We have awesome technology, but has anything really changed? When we think about the workplace of 30 years ago, it
BEST PRACTICES WHITE PAPER Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI Table of Contents INTRODUCTION...1
Information Technology Services 2011 Services Guide 77 Accord Park Drive, Suite A10 Norwell, MA 02061 (781) 871-3662 A proactive, preventative approach to IT management. System downtime, viruses, spyware,
White Paper Cloud vs. Managed Cloud Identifying Cloud Management Options for Increased Security, Efficiency and Reliability Introduction Today, enterprises of all sizes are leveraging cloud computing in
White Paper Cloud vs. Colo: Colo Wins on 4 out of 5 Key Criteria of new security threats, hacking attacks and data breaches every week. Couple that with major service interruptions and outages experienced
Information Technology Infrastructure Library support and process automation puts the service back in service desk Data Sheet: Endpoint Management Overview IT departments are coming under pressure to do
tech line / oct 2012 Contact Center Technology Monitoring Monitoring allows companies to detect outages and issues for quick resolution, and enables effective planning for prevention and optimization going
Executive Brief Why are companies turning to managed services? Like you, they want to improve their bottom line With managed services, you can: Cut operational costs by up to 50%. Improve system availability
Solution brief HP solutions for IT service management Integration, automation, and the power of self-service IT Make IT indispensable to the business. Turn IT staff into efficient, cost-cutting rock stars.
Buyers Guide to ERP Business Management Software one 1. Introduction When you search for ERP or Enterprise Resource Planning on the web, the sheer amount of information that appears can be overwhelming
Contents Introduction What is the Cloud? How does it work? Types of Cloud Service Cloud Service Providers Summary Introduction The CLOUD! It seems to be everywhere these days; you can t get away from it!
Sage Abra HRMS Evaluating Payroll Options For Your Mid-Sized Business: In-house, Outsourced, or a Blend of Both? August 2005 TABLE OF CONTENTS Introduction... 5 Options for Payroll Processing....5 Assessing
White Paper How Cloud Computing Will Change The Aviation Maintenance Operation Building Safer Operations and Increasing Productivity with Cloud-Based Information Services CONTENTS Introduction: What is
SaaS A Product Perspective Software-as-a-Service (SaaS) is quickly gaining credibility and market share against traditional packaged software. This presents new opportunities for product groups and also
Industrial Manufacturing 7 things to ask when upgrading your ERP solution The capabilities gap between older versions of ERP designs and current designs can create a problem that many organizations are
BUSINESS PHONE SOLUTION Buyers Guide 10 Questions Every Business Should Ask Introduction BOLD OPTIONS AND NEW POSSIBILITIES Today s business owners have extensive options for selecting a business phone
Field Service in the Cloud: Solving the 5 Biggest Challenges of Field Service Delivery The ServiceMax Whitepaper Executive Summary The time has come for field service organizations to also reap the benefits
OVERCOMING FIELD SERVICE & REVERSE LOGISTICS CHALLENGES WITH AN INTEGRATED, BEST OF BREED ENTERPRISE SERVICE MANAGEMENT SYSTEM A WHITE PAPER BY: Michael R. Blumberg, CMC PRESIDENT, Blumberg Advisory Group
SOLUTION WHITE PAPER Hybrid IT A Low-Risk Path from On-Premise to ITaaS Increase your options by finding the right mix of on-demand and on-premise IT management tools Bruce Campbell, Principal Solutions
END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE About M 2 TD M2 TD is a wholly black Owned IT Consulting Business. M 2 TD is a provider of data center consulting and managed services. In a rapidly changing
CLOUD-BASED PHONE SYSTEMS WHY YOU NEED ONE & HOW TO GET ONE Cloud-based phone systems are growing more and more popular. Simply put, cloud-based phone systems are software-based phone systems that store
MARKET BRIEF Plug and Play: Managed IP Telephony Sponsored by: NEC William Stofega September 2006 IP TELEPHONY: BENEFITS AND CHALLENGES Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200
IP Office: Simple, Powerful Communications for Small Business Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and competitive without
I White Paper ERP and the Cloud: What You Need to Know Table of Contents Executive Summary... 3 Increased Interest in Cloud-Based ERP and SaaS Implementations... 3 What is Cloud/SaaS ERP?... 3 Why Interest
Provisioning Looking for new technology? You need systems in line with your business goals. You also need those systems to interact seamlessly. We can help you get the right technology to the right place
How Small to Medium-Sized Businesses Can Leverage the Cloud in Secure, Money-Saving Ways A White Paper by CMIT Solutions 1. With every day that passes, cloud computing becomes an even more integral part
Aligning Quality Management Processes to Compliance Goals MetricStream.com Smart Consulting Group Joint Webinar February 23 rd 2012 Nigel J. Smart, Ph.D. Smart Consulting Group 20 E. Market Street West
Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate
iet ITSM Enables Enhanced Service Management iet ITSM Enables Enhanced Service Management Need for IT Service Management The focus within the vast majority of large and medium-size companies has shifted
SAP Managed Services SAP MANAGED SERVICES Maximizing Performance and Value, Minimizing Risk and Cost WE RE FOCUSED ON YOUR GOALS Increase productivity with fewer resources. Optimize IT systems while cutting
10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk
Hire an IT Services Firm? What s In It For Me? In an increasingly competitive environment, your business IT systems need to completely support your business goals. But this is hard to do in a cost-effective
The Power of BMC Remedy, the Simplicity of SaaS WHITE PAPER TABLE OF CONTENTS EXECUTIVE SUMMARY............................................... 1 BUSINESS CHALLENGE: MANAGING CHANGE.................................
TecTakes Value Insight How to Turn the Promise of the Cloud into an Operational Reality By David Talbott The Lure of the Cloud In recent years, there has been a great deal of discussion about cloud computing
Achieving Unified Oversight of Your Mission-critical IT Infrastructure By Jim Huebner, Director, CompuCom Network Solutions Portfolio Big Data, cloud, mobility, social interaction: These mutually reinforcing
Is cloud CRM really that great Cloud CRM is considered the new norm in deploying your CRM for smart, forward thinking businesses, but is it really that good Cloud CRM As cloud has matured, it s reached
MANAGED IT SERVICES You take care of your business. We will take care of your IT. WHY RJ YOUNG IT SERVICES? Your Information Technology (IT) network is critical to your business, and while IT is not your
RECONCILIATION IntelliMatch Operational Control services Optimize. PRODUCT SHEET Maximize potential with services Efficient managed reconciliation service Overview At its best, technology provides financial
Maximize the Value of Data Center Hardware Maintenance Abstract Increasingly, the reliability of data center hardware extends its useful life well beyond the terms of maintenance warranties. In specific
GETTING THE MOST FROM THE CLOUD A White Paper presented by Why Move to the Cloud? CLOUD COMPUTING the latest evolution of IT services delivery is a scenario under which common business applications are
Sage CRM Solutions freedom of choice CRM The Way You Want It. Sage CRM Solutions Freedom Picture all of your customers in a single room. It s a big room. You look left. You look right. You see row upon
THINGS YOU NEED IN DOCUMENT MANAGEMENT SOFTWARE Presented By: With over 15 years experience with document management solutions OnPoint DMS and Cabinet Paperless are pleased to offer you some insight on
VIRTUAL CONTACT CENTERS DRIVE COST REDUCTIONS, STRATEGIC FLEXIBILITY An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated
Avoiding the Pitfalls when Transitioning into Managed Services By Nick Cavalancia As you begin your journey transitioning into managed services, you ll quickly find the transition is more about how you
Software as a Service Flexible Service Delivery for Your Health Insurance Exchange SaaS Health Insurance Exchanges Improving Services through More Cost-Efficient Delivery States are charged with making
Executive Summary The case for cloud computing is becoming more clear. Cloud computing has been a hot topic lately, and for good reason. With it, companies can gain potential competitive advantages that
Cost-effectively manage the entire life cycle of your IT assets IBM Highlights Help control the costs of IT assets with a single product installation that tracks and manages hardware, software and related
Mobile Device Management Complete remote management for company devices Corporate and personal mobile devices (commonly referred to as Bring Your Own Device, or BYOD) must be provisioned, configured, monitored,
Success on the fly Tap into real business efficiency with none of the infrastructure hassle D35252 Managed Hosted_v2b.indd 1 It s great to know that I can focus on broadening my business horizons not managing
avaya.com IP Office: Simple, Powerful Communications for Small Business Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and competitive
Nine Considerations When Choosing a Managed Hosting Provider Selecting the right managed hosting provider for your business is a critical part of your success. This white paper provides a roadmap for companies
Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com email@example.com 1 416 410 2716 1 866 364 2757 Introduction Service
A COMPARISON OF HOSTED VOIP AND PREMISES- BASED IP PHONE SYSTEMS FOR IT AND TELECOM DECISION MAKERS Executive Summary Using the same technology that moves data, text and images around the global Internet,