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TRANSCRIPT
“Building Cost-effective
and Crisis-free IT”
Welcome to
Maury Weinstein
President
System Source
410-771-5544 x4319
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Building a Cost Effective and Crisis Free IT Team
Learning from our 145,000 Completed IT Support
Tickets and 13,750 Satisfaction Surveys
Security Lessons from Verizon's Analysis of 42,000
Security Incidents
Reducing Your IT Costs
Evaluating Managed IT Services
Cloud Strategy
DR Planning Roundtable
Our Management Seminar Series
Formula for Cost-effective IT =+ Outsourcing
+ Automation
+ Personnel Utilization
+ High IT Maturity Level
+ Controlling Personnel Costs
+ Removing Costs from Resolution Path
+ Smart Investing
+ Minimizing Number of Vendors
If it hasn’t arrived by 12:15
Please double check with your receptionist
Then call / email Tracey Maranto:
[email protected] OR 410-771-5544 x4355(we are recording the webinar – so don’t think twice about stepping away
for a few minutes to go pick it up at your front desk!
We Hope You
are Enjoying
Your Pizza!!
Click to attach file (such as
screen shots of problem).
Time/Admin Note9:59:18 am 31-Oct-11
pbrowneiPhone is now working and I have tested the WAPs on another
device.4:59:23 pm 29-Oct-11
Maury WeinsteinMy new iphone 4s doesn't work with sscorp. Bob's droid could
see our webpage on sscorp but then couldn't. The classroom
network works.
Assignee:
Category:
Status:
Priority:
Billable:
Summary:
Submitter Information
Name:
Email:
Phone:
Date Created: 4:59:23 pm 29-Oct-11
Closed: 9:59:23 am 31-Oct-11
Date Due: 4:59:23 pm 16-May-12 What the
end user sees
IT Maturity Level - OperationsOML 1 OML 2 OML 3 OML 4 OML 5
Technology
Standards
Standards not
defined without
goal to
standardize.
Technology
purchased without
IT approval.
Key standards
partially developed
with no timeframe
for compliance.
Standards largely
developed without
compliance. IT
purchase approval
sought but
exceptions
frequently made.
Standards
developed and
organization driven
towards standards.
CxO level beginning
to support
standards.
Technology
standards
completely defined,
and documented
with CxO support.
Standards key part
of every technology
decision.
Utilize system
and service
management
tools
Ad hoc use of
point solution
tools. Little or no
automation,
documentation or
analysis.
Reduced number of
tools. Basic
automation and
documentation
performed semi-
consistently.
Basic integrated
tools. Workload
analysis toward
automation and
problem reduction.
Investment in
integrated toolset.
High SLA
compliance and
reporting. Basic
manpower
planning.
Fully integrated
systems with
manpower planning.
SLA and exception
reporting.
Automation enables
lower cost staff.
Document
and train its
operating
processes
Little or no formal
documentation
and rarely
updated. Vendor
technical or
hands-on training,
Some basic
process
documentation but
not updated
frequently. Each
function uses own
process
documentation.
“Process to create
a process” in place
with moderate
compliance.
Progress on
systematic listing of
process.
Major process flow
charted.
Compliance to
process creation
and documentation
is high. Refresh is
formal and
consistent.
Virtually all
processes are
designed and fully
documented before
the process is put in
place.
External
support model
Reactive – Time &
Materials
Recurring Scheduled Hours (Professional
Affordable IT)
Managed Services
Managed Services Definition: Remotely provided IT services at a fixed
price with a service level agreement
Today’s replacement for desk side services and
reactive support
Controlling Personnel Costs Personnel scheduling
Recruitment stress penalty
Removing costs from resolution path
Personnel SchedulingControlling Utilization
Ticket entry data prompts you to:
Study demand patterns to schedule personnel
Move non-customer facing activities (meetings or special
projects) off peak hours
Use part time personnel for peak periods
Remove Costs from Resolution Path
Requests from ticket system,
phone or email
Assign to appropriate
level
Users receive ticket updates automatically
Ticket held a day after close
to ensure resolution
Single question
satisfaction survey sent
Departments not using ticketing systems spend too
much in triage or assign to wrong help desk level –
usually doubling ticket expense
Smart Investing ROI before you buy
Common sense purchasing
Office 365 (SaaS)
Amazon Web Services (IaaS and DaaS)
Workstation replacement cycle study
Gartner Hype Cycle
Server consolidation
Inexpensive training
Office 365 Exchange versus On-Premise ROI
Initial Cloud Investment Year 1 Cloud Savings Year 2 Cloud Savings Year 3 Cloud Savings Year 4 Cloud Savings Year 5 Cloud Savings Year 6 Cloud Savings Year 7 Cloud Savings
(11,386)$ 46,506$ (360)$ (360)$ 46,506$ (360)$ (360)$ 46,506$
Savings Through Year X 35,120$ 34,760$ 34,400$ 80,906$ 80,546$ 80,186$ 126,692$
Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Totals
Traditional On-Premise Deployment
Hardware (Including Server Licensing)
Exchange Server Hardware 8,934$ 8,934$ 8,934$ 26,802$
SharePoint Server Hardware 13,152$ 13,152$ 13,152$ 39,456$
Lync Server Hardware -$ -$ -$ -$
Licensing
Exchange CALs 4,080$ 4,080$ 4,080$ 12,240$
SharePoint Standard CALs 5,700$ 5,700$ 5,700$ 17,100$
Lync CALs -$ -$ -$ -$
eCAL -$ -$ -$ -$
Office Pro Plus -$ -$ -$ -$
Support
Exchange User Support 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 35,028$
SharePoint User Support 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 35,028$
Full Suite Support -$ -$ -$ -$ -$ -$ -$ -$
Consulting and Migration
Exchange Migration Costs 7,500$ 7,500$ 7,500$ 22,500$
SharePoint Migration Costs 7,500$ 7,500$ 7,500$ 22,500$
Office Migration Costs*
Administration
Exchange Administration 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 31,500$
SharePoint Administration 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 31,500$
Lync Administration -$ -$ -$ -$ -$ -$ -$ -$
Total 65,874$ 19,008$ 19,008$ 65,874$ 19,008$ 19,008$ 65,874$ 273,654$
Cloud Based Deployment
Microsoft O365 Fees 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 40,320$
O365 Enhanced User Support 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 70,056$
Enhanced Server Support 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 25,200$
One-time Migration Costs- Exchange 3,886$ 3,886$
One-time Migration Costs- SharePoint 7,500$ 7,500$
One-time Migration Costs- Lync -$ -$
Total 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 135,576$
(11,386)$ 46,506 (360) (360) 46,506 (360) (360) 46,506 138,078
User Count
60
SAVINGS
ANALYSIS
Common Sense Purchasing
Where’s the bottleneck?
Track contract renewal and notice periods
“Sleep” versus “normal” savings is $25/year for 16
hours a day (plus HVAC savings)
Archive email or automatically prune for free?
Email continuity - 11¢/user/month (with spam filter)
Internet backup - $249 plus cell data
Local, warm sites for virtualized servers- $357/month 6 VMs, 1TB with 1 backup and 7 rollback points
Office 365 Your Microsoft license expense should benchmark
against a $5/user/month standard (<300 users)
Office 365 Skype for Business might be the standard
finally replacing business travel time/expense
AWS Costs Trending Lower Turn off when not using
Scale larger/smaller easily
Massive AWS scale
Pay only for storage used
Computer Replacement Cycle Intel study on end user computing replacement
found optimal economic decision = 3.5 years
Long server life is a mirage
County personal property tax
Server ConsolidationServer sprawl can occur when engineers add a server for each new
application. Though this makes configuration and test easier pre-
production, consolidation may yield long term cost savings for:
Domain Controllers – who needs extra Active Directory
synchronization traffic anyway?
SQL servers – a properly scaled system can handle > couple
databases
Remote Desktop (RDS) or Citrix servers
Web servers
Stop when further reduction either:
Lowers redundancy below your risk tolerance
Impact performance below user expectations
Inexpensive Trainingranked roughly by expense
Microsoft Software Assurance
Government Training Funds
Quick Reference Cards
E Learning including User Security Awareness Training
$14 per app user or $159 per tech user at our MD County client
Each course accessed saves $261-$2,836 versus live classroom
training
Recorded or Live Webinars
Demonstrations Sessions $37/student for 60
Microsoft Official Courses OnDemand
Private Group Training $126/student for 24
Formula for Crisis-free IT =+ Proactivity
+ Security Prioritization
+ Recovery Objectives
+ Benchmark Uptime
Prioritize Security Purchases - HealthCareBackups
8.1 (High) - Ensure that each system is automatically backed up on at least a weekly basis,
and more often for systems storing sensitive information. To help ensure the ability to rapidly
restore a system from backup, the operating system, application software, and data on a
machine should each be included in the overall backup procedure. These three components of
a system do not have to be included in the same backup file or use the same backup software.
There should be multiple backups over time, so that in the event of malware infection,
restoration can be from a version that is believed to predate the original infection. All backup
policies should be compliant with any regulatory or official requirements. (Quick Win)
Skilled Staff
9.3 (High) - Implement an online security awareness program that (1) focuses only on the
methods commonly used in intrusions that can be blocked through individual action, (2) is
delivered in short online modules convenient for employees (3) is updated frequently (at least
annually) to represent the latest attack techniques, (4) is mandated for completion by all
employees at least annually, and (5) is reliably monitored for employee completion. (Quick
Win)
Online Security Awareness Program
17.1 (High) - Deploy approved hard drive encryption software to mobile devices and systems
that hold sensitive data. (Quick Win)
Actionable Security Reporting1. User accounts with escalated administrative privileges
2. User accounts not logged in within the last 90 days
3. Computers not connected to the domain in >90 days
4. Computers with outdated OSs (Server 2003/08 and XP)
5. Proofpoint spam filtering and spooling report
6. Symantec Enterprise Protection risk report
7. Report showing passwords not changed in 90 days
8. Password policy
9. Log retention policy settings
10. Office 365 distribution and security list scans
11. Office 365 security score
12. Screen lock settings
Implementing Recovery Time & Point ObjectivesRecovery
Scenario:
Recovery Point Objective
(RPO)
Recovery Time Objective (RTO)
Short (hours)
RTO - Medium
(less than 1 day)
RTO - Long
(multiple days)
Single Server
to last backupVirtual Machine backed up locally
with Veeam
Backup Exec to disk for VMDK
Backup Exec to disk for
physical servers
Tape backup
Cloud backup
to last replication interval
Virtual Machine with vSphere
Replication
Veeam Replication
SAN snapshot
Zerto Replication to AWS
NA NA
Multiple
Servers
to last backup NA
Backed up locally with
Veeam Backup Exec to
disk for VMDK
Backup Exec to disk
for physical servers
Tape backup
Cloud Backup
to last replication intervalVirtual Machines with vSphere SRM
Veeam Replication
SAN snapshot
vSphere Replication w/o
SRM
Zerto to AWSCloud Backup
Individual
Itemto last backup
Virtual Machine backed up with
Veeam Enterprise
Backup Exec with GRT and
applicable agent to disk for virtual or
physical servers
Cloud Gateway
NATape backup
Cloud backup
A
B
$100/pp/day average
downtime cost at 50%
productivity loss
Measuring Progress Un-benchmarked processes always bring savings
(especially first time!)
Metrics can be constructive or destructive
User Productivity
Client Satisfaction
Performance Reporting
Goal: Increasing User ProductivityTickets Per Workstation Per Business Day
Reducing 36% of tickets at $25/pp/hour average downtime cost
saves $62/pp/year assuming 1 hour of downtime per request
-36%
0.0000
0.0050
0.0100
0.0150
0.0200
0.0250
0.0300
0.0350
0.0400
0.0450
Series2 3 per. Mov. Avg. (Series2)
All Clients
Client Satisfaction Surveys
“I rate Jackie a 5… She always makes me feel
like she's waiting for me to call just so she can
do something for me. Extremely fast and
competent.”
Customer Satisfaction Results
95%93%
92%94%
95% 95% 94%91%
93% 94% 95%97%
93%94% 94%
95% 96%94%
97% 95% 95%94% 95% 95% 95%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Jul-15 Sep-15 Nov-15 Jan-16 Mar-16 May-16 Jul-16 Sep-16 Nov-16 Jan-17 Mar-17 May-17 Jul-17
System Source Managed Service Satisfaction ScoresAll Clients
Based on > 4000
responses annually
Performance Reporting
Client A SonicWall CDPCDP-MIB/CDP-RESTON
S S S S S S S
SonicWall CDP / Acronis M-F Full Backup (xxxFILE1) xxxFILE01 S S S S S
M-F Full Backup (xDC1) xxxDC1 S S S S S
35% score during
onboarding
increases to 94%
with attention
$100/pp/day average downtime
cost at 50% productivity loss