Managed Services. Business Intelligence Solutions

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1 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 solutions provide companies economies of scale, operational efficiencies and specialized expertise to support your computing environment at highly competitive price points. The Managed Services team has an established and successful record of delivering reduced cost, enhanced service and risk mitigation to our clients.

2 TABLE OF CONTENTS Technology Services for Life Science and Healthcare Page 2 Proactive Technology Management Page 3 Technology Consulting Page 4 Managed Services Page 5 Reactive Support Services Page 8 On-Line Help Desk Page 9 1 P a g e

3 Technology Services for Life Science Companies and Healthcare Providers Business Intelligence Solutions (BIS), an IBM Business Partner, provides reliable and costeffective technology support services to efficiently resolve the complex and persistent technology issues, frustrations and challenges faced by life science companies and healthcare providers. As the competitive landscape in life science and healthcare continues to shift, executives are being driven to focus on strategic initiatives to support business growth. This direction and shift creates challenges for business and IT leaders who will be required to answer tough questions such as: How do I free up valuable resources to focus on strategic business initiatives? How do I maintain or even lower my cost structure? How do I best mitigate risk? Reduce Your Technology Burden and Costs To help you with these challenges BIS can ensure the continual optimization and performance of your entire infrastructure. A team of personable, qualified and experienced IT professionals will perform a variety of industry best practice tasks on a daily, weekly, monthly and quarterly schedule. What this means to you is that we can provide measurable and meaningful IT cost reductions, access to additional technical and subject-matter experts, a scalable and flexible IT service delivery model, system process and network performance assurance, enhanced network security, increased data protection and preservation and overall risk mitigation. The real benefits of our proven approach are that for an affordable and predictable monthly fee, you can refocus your resources on the strategic growth of your business and ensure the protection of your sizable investments in technology, while we assume the responsibility of managing all of your information technology needs and requirements. 2 P a g e

4 Proactive Technology Management Employing a proactive monitoring system on your network will ensure that problems are detected and resolved, often before you are even aware there was an issue. This keeps your business running without experiencing unproductive downtime. Proactive Technology Management will be effectively and efficiently accomplished from our Network Operations Center and will be scheduled and performed by members of our Centralized Services team in addition to the Network Administrator assigned to your account. These experienced professionals will be responsible and accountable for your proactive technology administration as well as your proactive technology planning. Our proactive technology services utilize sophisticated tools and applications to proactively manage and monitor your entire technical infrastructure (including the management and regular restore testing of a backup solution) as well as the completion of numerous industry standard system maintenance and patch updating tasks for your servers and desktops. These activities will be completed on a daily, weekly and monthly basis and ensure the continual reliability, performance and optimization of your network, computers and devices and form the basis of a sound proactive technology business practice for your Life Science or Healthcare organization. Our Proactive Technology Control and Management also includes the deployment, management and licensing of a comprehensive Endpoint Security and Spam Management solution. Given the advanced capabilities of these tools and applications, as well as their ability to perform some tasks in an automated manner, one staff member can remotely monitor an almost unlimited number of computers. 3 P a g e

5 Technology Consulting By having your Managed Services Provider be the owner of all IT vendor relationships, your technical issues will be resolved quickly and accurately. The Virtual Chief Information Officer (VCIO) or IT Manager, whom will be assigned to your account, will provide your company and executive team with valuable strategic and tactical technology strategy consulting and advice to ensure the continual alignment of technology to your business goals and objectives. This industry veteran and technology expert can also offer computer technology consulting through our technical spend analysis to help identify potential technology cost saving measures and strategies across your entire organization. Our VCIO's are recognized industry leaders with prior experience specifically within a technology consulting firm or a related technology management consulting company. Approximately every quarter, one of our VCIO's will meet with your team to review a comprehensive Technology Consulting Summary Report. This report is prepared by members of your computer and infrastructure support team and contains consolidated data and key performance metrics and indicators generated by our support tools and applications. These reports will provide you with critical insight and unique visibility as to the status of your infrastructure environment which can serve as a solid basis for an informed business planning process. In addition, there are no separate technology consulting fees or technology consulting contracts as these services are frequently bundled with our standard service offering. Life science companies and healthcare providers of all sizes are increasingly looking at ways to more effectively leverage technology to enhance the efficiency and effectiveness of their business operations. 4 P a g e

6 Managed Services Via our Managed Services offering, we can provide your organization with a comprehensive yet cost-effective solution for the ongoing management, support and maintenance of your entire technical infrastructure, employees and strategic and tactical business initiatives. We offer our Managed IT Services to life science companies and healthcare providers. As a Managed Services Provider, our offering provides a support framework that allows us to fix your technical issues before they become critical, offers your staff help whenever needed and ensures that your investments in technology are aligned with your business goals and objectives. Our model and managed services definition is simple and easy to understand. We offer predictable and guaranteed IT and technology results for a predictable monthly fee that allows you to contain and control your costs around technology. Our industry leading and innovative approach to supporting your staff and infrastructure can address the concerns and frustrations you may be experiencing with the service model currently used to support and manage your organization. Almost 80% of all of our new clients were using the services of another IT services company before making the switch and upgrading to Business Intelligence Solutions. As such, our typical managed service offering comprises all of the tasks, duties and responsibilities usually performed by an in-house Information Technology (IT) department-at savings that have repeatedly been shown to be greater than 30% when compared to other approaches. 5 P a g e

7 Want to know more about our managed services? Call Our most frequently selected service plan is based on a fixed monthly fee that provides the additional benefit of predictable IT results and guaranteed server up-time and service request response times. The accurate budgeting and determination of your technology Return-On-Investment (ROI) costs is a fairly easy and straightforward process. Via our market leading support offerings, we offer a variety of cost-effective pricing structures and service plans. We can also customize a solution as we have a great deal of flexibility as to how our managed services may be procured. No matter which solution is chosen, our all-inclusive model is a great way for small and medium sized businesses to outsource their IT needs at a much lower cost than trying to build a comparable in-house IT support department. The benefits of our offerings can include: Greater peace of mind that comes from knowing we will proactively monitor your infrastructure desktops, servers and devices on an around-the-clock basis Single point of contact for all of your infrastructure and vendor management needs Single service provider versus multiple vendors for greater accountability and economies of scale Defined Services Level Agreement (for service delivery) Predictable service costs for budgeting purposes via our fixed fee and unlimited IT support plans Cost avoidance of building, maintaining and supporting internal management and reporting systems, tools and applications Considerably Lower Total Cost Ownership (TCO) with a more complete and comprehensive service coverage leveraging the best technology tools currently available within our marketplace. 6 P a g e

8 As an IBM Business Partner our comprehensive service offering addresses the challenges and issues faced by most firms and healthcare organizations and can include the following tasks: Voice Access and Networking Integrated Access IP Address Management Remote Access Network, Desktop and Device Monitoring Services Network Element Management Network Management Services Fault Performance Management Configuration Management Router Services Server Services VPN / IP-VPN VoIP Service Wireless LAN (WLAN) Asset Management Videoconferencing IP-PBX Applications Hosted IP-PBX Applications Voice Security Firewalls Intrusion Detection Vulnerability Scanning Incident Management Telecom Services Anti-Virus, Malware and Spam Management Secure Messaging to include Threat Assessment Monitoring Business Continuity Service Software and Hardware as a Service (SaaS) Video as a Service (MVaaS) Hosted Video as a Service (HVaaS) Network and Endpoint Security 7 P a g e

9 Reactive Support Services Reactive Support Service capabilities will ensure that your staff have access to technical help whenever it is needed. We utilize a leading Professional Services Automation and leading reactive support solutions that are an integral part of our Centralized Services and reactive support center. Our advanced capabilities allow us to quickly and effectively resolve your Tier 1 end-user support issues. In addition to our reactive services proactive support capabilities, we have implemented a number of industry leading escalation policies, methodologies and procedures in the event that the Network Administrator assigned to your account needs to be dispatched to your office location or if additional or different skill sets are needed to resolve your technical issue or support request. Our reactive support group is comprised of experienced help desk technicians who have a minimum of three years of experience and hold at least one technical certification. Because of our substantial investments in people, reactive support systems and business processes, we are one of the leading reactive support companies in the DC, Maryland and Virginia area. Our reactive support management capabilities also includes access to our Customer Portal where all activities within your account have been documented and archived to create a knowledge base to further facilitate issue resolution. In addition, the documenting of all support requests leads to high levels of accountability as well as additional visibility to ensure that support requests do not slip through the cracks. Interested in knowing some of the leading reactive support agencies? Please contact us to receive the most current and updated listing. 8 P a g e

10 Online Help Desk Proactive Technology Management Our Proactive Technology Administration capabilities and our expert proactive technology services when combined with our expert proactive technology planning, form the basis of an industry leading proactive technology business support plan and policy. Technology Consulting We are a market leading technology consulting firm that provides computer technology consulting, technology management consulting and technology strategy consulting to small and mid-sized organizations. Reactive Support Services As one of the top reactive services proactive support companies, we have implemented comprehensive reactive support solutions and sophisticated reactive support management systems delivered by our Centralized Services and reactive support center to effectively and proactively manage your infrastructure. Professional Services As one of the leading professional services companies within the DC, Maryland and Virginia professional services industry, you will appreciate the technical and subject-matter skill sets of our team members as well as the simplicity of our standard professional services agreement. Free Subscription Be sure to sign up for our tech bulletin and newsletter to receive help technology tips and insider insight delivered to you via on a regular basis. Privacy Policy We have implemented an industry standard privacy policy that adheres to current privacy policy laws. In addition, we enforce a strict employee privacy policy to manage and protect the confidential and sensitive information of our clients and prospects. Network Administration Network Administration will be completed by your assigned Network Administrator who will leverage industry leading network administration software and network administration tools to ensure enhanced network security and will be responsible for your entire system administration. 9 P a g e

11 Help Desk Our Help Desk capabilities improve efficiency when everyone in your organization has access to technical help when they need it. Our help desk services will be provided by your assigned help desk technician with the assistance of a team of seasoned and experienced experts that leverage and utilize one of the best Professional Service Automation (PSA) applications currently available in our marketplace. This application and our help desk support team makes requesting help an easy but efficient process. In addition to resolving your technical support issues, our team is always available to answer your frequently occurring "how to" questions. This application allows us to create an audit trail and knowledge library archive of all trouble tickets and their associated resolution. In addition, we are able to provide your company with detailed billing and task completion information. More importantly, these integrated applications ensure that we are more accountable to our clients and prevent help desk support requests from "slipping through the cracks" or remaining as an open ticket for an unacceptable period of time. These applications and tools can be utilized by organizations at both the enterprise as well as departmental level. Did you know that some companies in our industry use antiquated, home grown and proprietary solutions to support their clients? At BIS, we utilize only industry leading applications and open source help desk applications. Our help desk software offers several distinctive benefits. Firstly, it provides a centralized location to request and document all service requests. For each request, a unique ticket number is created which allows us to track the status and outcome in real-time via the centralized dashboard. Your support team has complete visibility into any support requests and can effectively prioritize their work load to address the more serious incidents faster. Secondly, we are able to create an "Incident Archive" which can be used to archive, locate and analyze any frequently occurring issues within your infrastructure. This capability to access your account history often results in quicker times to troubleshoot potential issues. 10 P a g e

12 BIS has implemented a number of ways to resolve your service requests. The first step in issue resolution is often for your assigned Network Administrator to consult the knowledge base within our application that contains an archive of resolved issues for your company. If this is a new issue occurrence, then our staff will be aware of this exception and the issue will receive escalated visibility within our ticketing application. However, unlike other providers in our industry that escalate an issue up through the ranks of their organization, your Network Administrator and your assigned support team will responsible for your issue until your problem is resolved. In addition, your account will be assigned a secondary engineer that will receive any escalation alerts and will also have visibility into our help desk ticketing application. BIS utilizes an Operations Manager to supervise all ticket requests and to provide an additional level of management and oversight of our staff. Lastly, we utilize a closedloop customer feedback system that provides us an additional capability to make sure we are meeting or exceeding your expectations at all times. Please be sure to inquire about our help desk certification process. It is our way of ensuring that we utilize and retain the best technical talent available in our marketplace. Desktop Issues Your IT Manager is also responsible for supporting all aspects of your environment that typically entails your desktops, laptops, PDAs and peripheral devices. They are also able to assist in configuring a new user's computers as well relocating workstations to a new location, repairing and installing software or any other hardware related problems. Network Issues In addition to providing desktop support, BIS's network services can offer assistance and support for other critical aspects of your business such as your software applications, Internet access, , files, databases and security. Other Technical Issues Your Network Administrator may also be requested to assist in resolving any telecom related issues. He will often consult and work with your current third-party service providers of your phone systems such as your PBX, VOIP, voic , telephone sets, facsimile machines and modems. He can assist in the configuration and moving of phone numbers and voic set-up and service initiation. 11 P a g e

13 IT Consulting Our IT consulting services and solutions have been derived from our experience working with countless biotech, medical device and pharmaceutical companies of all sizes and healthcare providers. BIS comprehensive mix of staff, processes and technology address the most commonly occurring issues clients typically experience with their current technical support provider or internal IT resource and one of the reasons why we are a top-rated IT consulting firm. Want to learn more about our IT consulting rates? Please call today or visit us on line at to review our case studies and customer profiles. Our standard solution offering, combined with our Professional Services capabilities includes the following items: Proactive Technology Management - Centralized Services Patch Management Anti-Spyware Management Spam Management Desktop Optimization Documentation Remote Backup Proactive Technology Management is accomplished through our centralized services team that uses advanced tools and applications to proactively manage, monitor and perform industry standard best practices and all of the required system maintenance tasks. These activities occur on daily, weekly and monthly basis and are completed to increase the reliability and performance of your network, computers and devices. 12 P a g e

14 Network Administration - Dedicated Network Administrator Technology Checklist Best Practices Centralized Services Report Review Regularly Scheduled On-Site Visits Network Administration is provided by a dedicated Network Administrator (NA) who will be assigned to your organization. This professional will serve as your primary technical contact and will be responsible and accountable for the round the clock up-time and optimization of your technical environment. In addition, this person will conduct regularly scheduled best practices and perform a detailed overview of your monthly service reports. All of our Network Administrators have at least seven years of field experience and hold multiple technical certifications. Reactive Remote Services - Customer Support Team Help Desk Support On-site Support Problem isolation and resolution How to questions Customer portal Reactive Support Services are provided by our internal support request. Our support desk is staffed by experienced Certified Engineers that have a minimum of five years of experience and hold at least one technical certification. Our Reactive Support Services also includes access to our Customer Portal where all activities within your account have been documented and archived to create a knowledge base to further facilitate issue resolution. In addition, the documenting of all support requests leads to high levels of accountability as well as additional visibility to ensure that support requests do not slip through the cracks. Technology Consulting - Dedicated Virtual Chief Information Officer (VCIO) Technology summaries Design desk resources Budget planning 13 P a g e

15 The Dedicated Virtual Chief Information Officer (VCIO), will provide your organization and executive team with valuable strategic and tactical consulting to ensure the continual alignment of technology to your business goals and objectives. Approximately every quarter, one of our VCIOs will meet with your team to review a comprehensive Technology Summary Report. This report is prepared by members of your support team and contains consolidated data and key performance metrics and indicators generated by our support tools and applications. These reports will provide you with critical insight and visibility as to the status of your infrastructure environment and can serve as a solid basis for an informed business planning process. In addition, our VCIO can assist with project design and management, budget planning and can determine the potential impact of a specific technology within your organization. Professional Services (As Requested) Our Professional Services delivery team and subject-matter technology experts, combined with our Project Managers, can help ensure the continual productivity of your staff and enable you to focus on the more pressing issues of expanding your business, managing costs and increasing revenues and profitability. These individuals are available to provide a wide range of consulting and services for your organization and they typically function in conjunction with the team that is currently supporting your organization. However, many organizations utilize our professional services on an ad-hoc basis to support their own internal IT resources and staff. 14 P a g e

16 As such, our Professional Services team may assist your company by performing project related work such as the installation and configuration of new equipment, major systems/hardware upgrades, virtualization, major network reconfiguration, etc. Furthermore, they may help with an office move or relocation, as well as any major software upgrades, Operating System Upgrades, new management systems, database implementations, etc. A Track Record of Success: Business Intelligence Solutions has built a strong track record of quality service delivery that includes helping some of America s largest enterprises with their IT needs. Saving you Time and Money: Managed Services solutions provide companies economies of scale, operational efficiencies and specialized expertise in providing 24x7x365 support of computing environments at highly competitive price points. Account Management: Business Intelligence Solutions national team of product specialists and technical consultants provide solutions that incorporate all IBM servers, storage products, software brands, services, maintenance, support and financing. Leverage our experience contact us at P a g e