Download - Why Managed Services
What will my Business look like in 2013?
Break Fix Today, Managed Services Tomorrow
Mike ByrneDirector – Managed & Field Services Division [email protected]
Introduction& Market Landscape
1
The Managed Services Landscape
Large Businesses (1,000+ Employees)
Medium-Sized Businesses (100-999 Employees)
Small Businesses (1-99 Employees)
• 200 M Employees (18% of Total)• $415 B IT Spending (43% of
Total)• 3 to 4% CAGR
• 200 M Employees (18% of Total) • $204 B IT Spending (22% of Total)• 8 to 9% CAGR
• 700 M Employees (64% of Total)
• $329 B IT Spending (35% of Total)
• 9 to 10% CAGR
45,000Firms (0.1%)
712,000Firms (1.1%)
65.7 MillionFirms
(98.9%)
Approximately 6% of SMBs are under “Management” Global
Small Busines
s Exceed
65 Million Firms
The Managed Services Landscape
A Hot Market Draws New Players
SMBCustomers
CHANNEL
Where the Real Revenue’s Lie
The Managed Services Landscape
Challenges:•Finding the time to create complex service offerings•What types of solutions to offer? •Defining internal initiatives•How to Build, Price Market & Sell Managed Services?
The Managed Services Landscape
Challenges (Continued):
•Keeping up with the competition
•Differentiating your services from the competition
•Finding the “Sweet Spot” pricing model and being able to demonstrate the value
• Anticipating what customers want
40% Additional Project
& Services
Revenue
The Managed Services Landscape, The Benefits!
Minimize Business ImpactAvoid downtown
during big events and
ensure employee productivity and critical business
systems
are not jeopardized.
Dramatically increase
your
Recurring revenue $
$$
8
Increased Utilization
rates
(50%)
Proactively
Monitor and get clear visibility into
network healthIncrease Up-sell
opportunities & Service
profits by (40%)
Economy of Scale
1 engineer can manage 125 unmanaged endpoints
With RMM, 1 engineer can manage 325
2Client based
Value
Proposition
Client Value Proposition
Reduced Mean Time to Resolution: When potential issues are uncovered, instant email and SMS alerts show the exact cause of the problem dramatically reducing the trouble shooting and diagnostic time
Peace of Mind: A well rounded
Managed Services Solution will flush out hidden or sleeping network issues
Uncover ‘Sleeping Issues’: Proactively alerts us on potential network issues
Expert Communication,
Guidance & Trust: The
Heartbeat reporting automatically informs your customers in an easy-to-understand regarding issues
that need to be fixed
Life Cycle MGMT: Addressing issues & fixing them
in real-time
Client Value Proposition
Customized SAL’s: Makes it easy for your
customers to check out an your capabilities
Guaranteed to Happen: Customers don’t have to worry about holidays, sick days, who owns the issue, staff
involvement
3MSP Selling
Points, Process
& Value Proposition
Why is the Network Slow?
From the user’s perspective performance issues are typically tied to the network …
“Argh, the network is so slow today!”
“Why is the network so slow? This is taking forever to load!”
“OMG! The Network is down AGAIN.”
Network Traffic Flow Analysis
Control the Mayhem
Prepareyour network with baseline and simulation testing
Minimize Business ImpactAvoid down time during big events and ensure employee productivity and
critical business systems are not jeopardized.
1ProactivelyMonitor and get clear visibility into network health
Performquick problem detection, diagnosis, and repair
2 3
15
Network Performance Monitoring & MGMT
• Automatically discover devices and get relevant data
• Easily create network maps for all of your locations
• Effectively setup proper conditions and thresholds
• Enable timely responses with Notifications and Alerts
• Proactively analyze traffic and identify bandwidth hogs
• Track response time, availability and uptime
Network Mapping
What doI need to collect?• Obvious
– Network traffic
• Not so obvious– Applications (source of network traffic)– Server performance data– Wireless– VoIP– Virtual Servers/Guest OS
• Even less obvious– Device configuration
What to Collect?
• Simple, single site network – easy
• Complex, multi-site network – not so fast
• Monitoring Architecture must adapt– Agent-based– Agentless
Architecture Impact
• SNMP– Gets– Traps
• WMI– Services, Processes, SQL, Exchange
• Flow technologies– NetFlow, sFlow, Jflow
• Log Files– Syslogs– Event Logs
Collection Methods
Dashboards – Health Check
4
Reality Check
Reality Check
A small business (SMB) today with $1 M in annual revenue generates $500 an
hour
For this example, let’s also say that SMB has 12 employee’s earning on average
$50K annually
That same Small Business generating $1 M in annual
revenue typically experiences on average any where from 200 to 600 hours
of downtime a month SKEPTICAL?
Reality Check
Again, for this example, the small business has 12 employees earning
$50K annually. $50,000 /2080 (yearly hours) = $24/HR
Employee’s helping employees with typical helpdesk issues
– 15 minutes (X 2) = 30 Minutes a day
Applications taking forever to load– 5 seconds X 12 staff X 60 instances a day = 60 minutes a Day
Staff surfing Facebook, YouTube, Dating Sites, Pandora etc…
– 1 HR a day 12 (number of Staff) = 12 Hours a day
3 items – 13.33 Hours a day
Reality Check: Where do we find those Hours?
Reality Check: Findings
With a 100% employee productivity loss, 13.33 HR’s X $24 = $319 a
day, $7,018 a MONTH in lost payroll ALONE! This doesn’t take into
consideration lost revenues based on how each staff effects the $1 M
in annual revenueStill SKEPTICAL?
Typical SMB Downtime Timeline
Internal IT Staff vs. Our Solution• Entry level IT Staff (JR)
o $35,000 to $50,000 per year – ($2,917 to $4,167 monthly)o Typical engagement between 12 to 18 monthso 1 technical skill seto Retention & Turnover and training challenges
• Experienced IT Staff (SR)o $40,000 to $75,000 per year – ($3,334 to $6,250 monthly)o Typical engagement between 2 to 5 yearso 1 technical skill seto Retention & Turnover and training challenges
With our solution, you’ll benefit from the combined 35 years of experience supporting customers just like you.
We also bring enterprise class tools to the network MGMT table to ensure your network is being supported to the best of our ability. You get all this without the burden of an IT salary.
Plus, Most Small business today don’t know what to look for when hiring, motivating and training IT Staff
Our Solution does not show up late for work…. and doesn’t take vacations !
Internal IT VS Outsourcing?
Thank you for your time!For more information please visitwww.packettrap.com
Break Fix Today, Managed Services Tomorrow
• Mike ByrneDirector – Managed & Field Services Division