Susie Cummings Vice President John Kuchta Senior Consultant

Transcription

1 Susie Cummings Vice President John Kuchta Senior Consultant

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 IT Challenges

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 SWC Managed Services REMOTE Service Desk Production Support Remediation ITSM/Operations ONSITE Service Desk Engineering: Part-Time Full-Time DISASTER RECOVERY & BUSINESS CONTINUITY Plan Implement Monitor Manage Test ONLINE/CLOUD Office 365 RAAS IAAS Private Cloud ENHANCED SERVICES Exchange Lync SharePoint Virtual DBA Security Managed Services 24x7 COMPREHENSIVE SUPPORT & MANAGEMENT STRATEGIC PLANNING, INFRASTRUCTURE ROADMAP & BEST PRACTICES

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 Your Business Goals

19 Client Success NATIONAL ENGINEERING FIRM Profile: Growing organization, complex infrastructure, need for high availability Problem: Outgrew technical expertise of past provider, responsiveness and coverage, needed strategic vision for IT C Care Solution: SWC Complete monitoring, management, ITSM, and support. Full responsibility for infrastructure (corporate office/locations/cloud), service desk and workstation management, project management Results: All the value of SWC Watch plus Team-based approach to ensure availability of subject matter experts and the Patching & scheduled coverage and responsiveness to meet maintenance user s needs Comprehensive and proactive support Proactive and Management management Strategy and budget planning to ensure Strategy IT alignment with business goals Dramatic improvement in system uptime and reliability 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 Client Success Profile: 450 users, aggressive use and expansion of technology. Problem: Heavy reliance on SQL, but limited internal knowledge. Issues with performance. Internal team stretched C thin Care challenging to acquire the skills to support new technologies. Solution: Assess SQL health, identify risks, perform gap analysis (best practices), recommend maintenance plans and schedules, and create strategic plan. Proactive monitoring, preventive maintenance and updates, and focus on continual improvement. All the value of SWC Watch plus Results: Patching & scheduled maintenance High performing and reliable SQL environment. Proactive Management Services quickly expanded to include Strategy Exchange, network, etc. Team of SMEs ready access Guaranteed when needed 2-hour response guaranteed SLAs Proactive monitoring and management time Strategic roadmap to meet business goals

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 BUSINESS IMPACT BUSINESS IMPACT BUSINESS IMPACT BUSINESS IMPACT PBX Replacement Mitigate Risk User Enablement High Availability 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.