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Managed ServicesWhat It Is, What It Isn’t, and How We Can Help

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Who Are We?

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The Managed Services Group At-a-Glance

Reliable Options

Contract out one, some, or all services

LIFECYCLE MOBILEProactive Maintenance, Management, and Services -Repair & Spare Pool Services

STAGE MOBILEExpert roll-out & configuration services of enterprise mobile devices, MDM & BYOD strategies

WLAN PROJECT SERVICESEnd-to-End wireless network design, including site surveys, installation, configurations and network integrity checks

WLAN MANAGED SERVICESWireless network maintenance, management, security monitoring and repair services

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-Updates to hardware, applications, firmware, etc.-Defined client/provider service matrix-Hardware refreshes, swaps and services-Ongoing reporting of performance

Proactive Maintenance

-Network and mobile device integrity checks-Mobile Device configurations, including BYOD-Wireless network optimization-Expert installation and deployment services

Workforce Technology Optimization

-Mobile device geo-tracking for theft deterrence-Wireless network platform security-Mobile device management-Technology optimization through monitoring

Real-Time Monitoring

-First level diagnostics with analysis and reporting-Management of manufacturer authorized “Break/Fix” services-Spare pool services-Incident, problem, change, and service management support services

Support and Repair Services

Pillars of Managed Services

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Monitoring Support Services

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Tier 2 & 3 SupportEnd-to-End

Resolution of all Device Issues referred from

Customer’s Tier 1 Support Help Desk

Ticketing and Logging

Detailed Reporting and Analysis of

Incidents effecting the Availability and

Utilization of all Devices

Monitoring and Prevention

Minimize Operational

Downtime by available 24/7

Device Monitoring

Package DevelopmentFirmware, Patch Management,

Customer Software Updates to Mobile

Devices

MDM ManagementConfigure and

Maintain Mobile Device Management Tools such as SOTI or

Airwatch on all Devices

Mobile Device Managed Support

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Device StagingComprehensive

Builds of Customer Software “Golden Image” for each

Device Tested and Deployed to Field.

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WLAN Managed Support

ConfigureController ConfigurationWireless ConfigurationWireless Intrusion Platform Configuration

MonitorEquipment Monitoring for Problems & AlarmsWireless Intrusion MonitoringEvent Monitoring In Case of Incident

ReportTicketing and Logging of all WLAN IssuesIncident VerificationsDetailed Resolution Descriptions

ManageEquipment Firmware Updates Management

Vendor Software ManagementNetwork Integration & Preventative

MaintenanceTesting and Deployment

Troubleshoot & DiagnoseDetect Events Remotely

Determine Actionable ResponsesProactive Network Disaster Recovery Plans

Tier 2 & 3 Helpdesk SupportCustomer IT Helpdesk Support

Tier 2 & 3 Support on Escalated TicketsEnd to End Resolution on all Support Requests

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Maintenance/Repair Management

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Maintenance/Repair Management

• RMA Management of all devices under warranty• RMA Creation• RMA Tracking• Warranty/Contract Tracking

• Spare Pool Management• Required 5% of Field Devices • Same Day Shipping with

“Golden Image”• Repair Creation/Tracking

Support and Repair Services-First level diagnostics with analysis and reporting-Management of manufacturer authorized “Break/Fix” services-Spare pool services-Incident, problem, change, and service management support services

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Incident Management

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Incident Management

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Return on InvestmentConsiderations

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How your Operation Benefits with M.S.

Hiring Resources vs Managed Services-IT recruiting today is difficult and time consuming-Finding expert services in wireless network and workforce devices even more difficult-Save thousands on M.S. vs hiring full time staff-Onboarding new staff to your systems in place isn’t a quick and easy process – plus pay-per-day-You hire a team of experts with M.S. vs individuals!

Watchdog Security-Dedicated 24/7 security personnel-Real time threat monitoring-Responsiveness: Notifications of incidents as they happen

Proactive maintenance & managementUpdates, refreshes and technology swaps done on time and by schedule without involving clients

Familiarity; Tech, Processes & Industry

-Less time needed to address/complete request-Expert installations vs “going it alone”

-Expert support & maintenance vs “figuring it out”

Turn the Resources TideKeep your staff engaged on your tasks..

Intensive Care, On Demand–24/7 or 8/5 support

-Thorough business analysis-Real-time network and device

monitoring-Remote and On-site services available

-Contract services based on needs-Repairs with M.S. seamlessly completed

Minimize/Eliminate DowntimesManaged Services only has a focus on their

contracted services vs the many initiatives of IT teams

Optimized Technology = stronger, faster, smarterYour team’s tech stays reliable and is optimized to peak performance levels for a better ROI on your investments

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How Managed Services reduces operating cost

46% of managed services users (CompTIA Survey, 2015) noted 25% or more in annual cost savings50% in the same study saved up to 24%

WHAT’S YOUR OVERALL ROI???

Access to Experts without Hiring Pressures -Only 3.5% of tech professionals are out of work.-1-3 years experience avg. salary: $46,315-National avg. salary for IT professionals: $81,327

IT Costs Rising3.1% = the average rise of IT costs in 2014 (see image)Cost of an MC 55: $2000Fix-By-Incident Repair for an MC 55: $700

Security Breach ImpactsSmall Business Losses: $38,000Large Business Losses: $824,750…not including addition of preventative services

Eliminate other services in placeWe have saved one of our partners

$218,310 vs previous arrangements

Productivity Increases72% of Companies of 100+ employees reassigned IT teams to other projects after managed services were contracted

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Other Operational Considerations

• Additional Internal IT Team Considerations:• Gain expertize from a managed services collaboration• Proactive notifications to IT teams• Performance measurements can positively impact decision making• Revenue generating activities can get more attention• “Low hanging Fruit” tasks can be offshored• Network and device security is stronger with more resources in place

• …and the sophistication of attacks are tougher everyday• …and managed services stays abreast on the latest security technologies and trends

• Services can be cyclical… and can be organized to only impact IT teams if action is needed• Consulting anytime, anywhere – fix issues yourself!

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A break/fix example…“Device failure can annually cost $2000-$3000 per device”MC55 Avg. Cost: +/- $2000 (depending on provider)

Using a manufacturer or one-time repair model:Repair & Service Costs: $700-$1000 (Flat Rate)Typical Warranty Repair Turn-Around: 15-20 daysTime it Actually Takes To Repair: 10 days**You’re losing half/almost half the value with one repair, not including downtime!

But, your repair cost under a ScanOnline Managed Services SLA (Contracted):1-100 Devices: $15.00 annually per device101-500 Devices: $12.50 annually per device500+ Devices: $10.00 annually per deviceIn-House Repair Turn-Around Time(Avg.): 2-7 Days

You can cover 50 devices @ $750 – only $50 more than the cost of fixing one device!…and spare pool devices options are available with your apps pre-loaded to keep devices in hand.

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…and what downtime cost

The average cost of a typical (non security breach) 1 hour wireless network downtime period is…

$100,000Some Factors Include:-Loss of sales-Employee labor costs-Lost/damaged data-Restarting/restoring operations-Professional services cost-Any cost around reassigning resources-Customer dissatisfaction/reputation damage

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Sources:CompTIA; “4th Annual Managed Services Trend’s Study”: https://www.comptia.org/resources/4th-annual-trends-in-managed-services

Datalogic: “Handheld Computers: Repair or Replace? Analyzing the Decision for Best ROI”:http://supplychainservices.com/files/3513/1249/7183/Repair_replace_DLMSupplyChain_cobranded.pdf

Gartner, Inc. “Gartner Says Worldwide IT Spending on Pace to Reach $3.8 Trillion in 2014”:http://www.gartner.com/newsroom/id/2643919

InfoWorld: “The 10 U.S. cities with the highest IT salaries -- and 10 more on the move”:http://www.infoworld.com/article/2613550/it-jobs/the-10-u-s--cities-with-the-highest-it-salaries----and-10-more-on-the-move.html

Information Technology Intelligence Consultants: “2013-2014 Technology Trends and Deployment Survey”:http://www-01.ibm.com/common/ssi/cgi-bin/ssialias?infotype=SA&subtype=WH&htmlfid=IML14388USEN

Kaspersky Labs: “Businesses report losing up to half a million US dollars due to a security breach”:http://www.kaspersky.com/about/news/business/2015/businesses-report-losing-up-to-half-a-million-US-dollars-due-to-a-security-breach

PwC’; “The Global State of Information Security Survey 2016”:http://www.pwc.com/gx/en/issues/cyber-security/information-security-survey/download.html

US Bureau of Labor Statistics:http://www.bls.gov/data/

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Questions?