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www.compensationtechnologies.com© 2005 Compensation Technologies
Six Sigma Academy: IT Support Options
September 29, 2005
Presented by:Merritt E. Alberti, Vice President
Victor Gilgan, DirectorDon Thelander, Director
14635 North Kierland BoulevardSuite 200
Scottsdale, AZ 85254(800) 815-7628
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Included in this Material
About Compensation Technologies
Understanding of your needs
Our recommendation
Why companies elect to outsource IT support
Potential roles and responsibilities
IT support roadmap
Fees
Additional information
Task checklist
Facilities and Infrastructure
Optional support/services
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Compensation Technologies (Comp Tech) is dedicated to helping companies maximize the return from their IT investments
Global 2000 companies across a wide range of industries
Nationally recognized team with experience implementing compensation solutions for almost 20 years
The only company able to help with the design, selection, implementation, hosting, and ongoing support of your sales compensation solutions
MissionMission
ClientsClients
PeoplePeople
ServicesServices
About Compensation Technologies
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Six Sigma Academy (SSA) seeks to:
Outsource basic server maintenance and data center support
Increase IT support flexibility
Update current HW infrastructure
Upgrade current applications and operating systems
Focus current SSA IT staff on company and application specific functionality
Leverage IT support best practices
Identify IT opportunities to improve operating efficiency
Our Understanding of Six Sigma Academy’s Needs
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Our Recommendation
Implement a flexible approach to offloading repetitive, administrative, and IT processes that are not part of SSA’s core competency.
Implement the project plan in a phased approach
Increase IT support flexibility
Update current HW infrastructure
Upgrade current applications and operating systems
Focus current SSA IT staff on company and application specific functionality
Leverage IT support best practices in support of it’s consultants
Identify additional opportunity areas for process improvement
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Reduced time and cost to upgrade
Reduced time to implement policy changes
Risk reduction and cost predictability
Automatic application upgrades
Guaranteed performance and support
Reallocate current IT staff to higher value-added activities
Reduced Internal IT support
Increased flexibility
Reduce the day-to-day administrative, repetitive tasks for the IT team
Why Do Companies Outsource IT Support?
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Potential Roles and Responsibilities
Manages all aspects of the IT infrastructure and supporting software
Implement a scalable solution (software and hardware) Gain access to experienced IT data center resources Guaranteed 99.5% uptime Perform back ups Apply patches and perform upgrades Apply virus protection Implement new/modified IT support policies Assist in infrastructure planning
Maintain all IT support policies Provide user level support Manage user level application configuration Respond to inquires from the users Maintain and update all user level policies
Designed for companies that want to leverage IT investments with external IT infrastructure and support experience.
Designed for companies that want to leverage IT investments with external IT infrastructure and support experience.
Comp TechComp TechResponsibilitiesResponsibilities
Comp TechComp TechResponsibilitiesResponsibilities
Client Client ResponsibilitiesResponsibilities
Client Client ResponsibilitiesResponsibilities
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IT Support Roadmap
Phase Month 1
Month 2
Month 3
Month 4
Month 5
Month 6
Month 7+
Plan & Prepare
Migrate & Upgrade
Stabilize
Implement Policy Changes
Implement New Applications
Although the migration and conversion process can be shortened, we recommend a phased approach that minimizes risks. If are specific time constraints (e.g. hardware lease end dates, offices move, etc) that could impact the timeline, don’t hesitate to communicate those to us.
Although the migration and conversion process can be shortened, we recommend a phased approach that minimizes risks. If are specific time constraints (e.g. hardware lease end dates, offices move, etc) that could impact the timeline, don’t hesitate to communicate those to us.
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Fee Schedule - Assumptions
SSA will provide all updated software licenses
SSA will provide all user level support and respond to inquires from non-IT SSA employees
Initial contract length is three (3) years
Fees fall into two (2) categories – Upfront Fees and Ongoing Monthly Support Fees.
Upfront Fees cover:
Migration of servers and applications to the data center
Upgrade to Windows 2003
Installation of VPN connectivity
Implementation of back up strategy
Ongoing Monthly fees cover:
Server/HW Leasing
Server/HW Maintenance (i.e. patches, monitoring, back ups, etc)
Ad-hoc/Optional services as needed
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Initial Set Up and Upgrade Fees
The pricing below is based on reasonable assumptions and is subject to revision based on changes to these assumptions.
The pricing below is based on reasonable assumptions and is subject to revision based on changes to these assumptions.
Service Hours Unit Price Fees
Data Center/Server Set Up and Network Configuration
32 $125/hr $ 4,000
Application Support (i.e.. BES and MS Exchange installation and upgrade, SQL Server, network printers, etc.)
120 $150/hr $18,000
Total $22,000
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Initial Monthly Fee Estimate
The pricing below is based on a the assumption that SSA sought to outsource the majority of its HW support and hosting. The estimate is subject to revision based on changes to these assumptions.
The pricing below is based on a the assumption that SSA sought to outsource the majority of its HW support and hosting. The estimate is subject to revision based on changes to these assumptions.
Service Monthly Fees
SSA HW & Infrastructure Package
(2) 2x CPU, Intel Xeon 3.6 GHz, 4 GB RAM, 750 GB HD
(5) 2x CPU, Intel Xeon 3.6 GHz, 4 GB RAM, 300 GB HD
Cisco VPN Concentrator 3005
Gigabit Switches, Redundant Cisco PIX Firewalls
Disk to disk backup solution, All other necessary infrastructure components
$ 7,500
Basic Server Support Package
(Server Maintenance, Patches, Back Ups, etc.)
$ 3,000
Basic Application Support Package
(Includes 20 hours of Network and Application Support)
$ 2,600
Total $13,100
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New Information, provided week of Sept 26-30
Based on the HW inventory and the desire to lower the overall monthly fees, we are readjusting our initial assumptions and estimate.
Based on the HW inventory and the desire to lower the overall monthly fees, we are readjusting our initial assumptions and estimate.
SSA HW to support the following services will remain in service, onsite at SSA
SQL Server remains at SSA
NAS Array remains connected to NTSigma and stays at SSA
VPN Concentrator remains at SSA and is used for connectivity to File Server and Wind2
Exchange server could be re-used as a local domain controller/file storage at one of the other offices
CMS will provide and host the HW for the following applications/services in the offsite data center
Exchange Server
Web/Term/BES/OWA server
SharePoint
Domain Controller
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Revised Monthly Fees
The pricing below is based on a updated, reasonable assumptions regarding processing requirements and the current SSA processing needs. The estimate is subject to revision based on changes to these assumptions.
The pricing below is based on a updated, reasonable assumptions regarding processing requirements and the current SSA processing needs. The estimate is subject to revision based on changes to these assumptions.
Service Monthly Fees
SSA HW & Infrastructure Package
(4) 2x CPU, Intel Xeon 3.6 GHz, 4 GB RAM, 300 GB HD
Cisco VPN Concentrator 3005
Gigabit Switches, Redundant Cisco PIX Firewalls
Disk to disk backup solution, All other necessary infrastructure components
$4,500
Basic Server Support Package
(Server Maintenance, Patches, Back Ups, etc.)
$2,500
Total $7,000
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Optional HW and SW estimates
The pricing below is based on a reasonable assumptions regarding processing requirements and the current SSA processing needs. The estimate is subject to revision based on changes to these assumptions.
The pricing below is based on a reasonable assumptions regarding processing requirements and the current SSA processing needs. The estimate is subject to revision based on changes to these assumptions.
Hardware Monthly Fee
One Time Set Up Fee
(Estimated does not include travel expenses.)
Domain controller/ File/ Print server (per office or location)
$500 $1,250
Spam filter solution $700 $3,600
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Pricing for Additional/Optional Services
Service Level Hours RateAdditional Monthly Service Fees
Additional Hourly Rate
Basic Plus 20 130$ 2,600$ 140$ Standard 40 120$ 4,800$ 130$ Co-Managed 80 110$ 8,800$ 120$ Comprehensive 160 100$ 16,000$ 110$
The pricing below is based on reasonable assumptions and is subject to revision based on changes to these assumptions. Support hours above the monthly requested service level will vary.
The pricing below is based on reasonable assumptions and is subject to revision based on changes to these assumptions. Support hours above the monthly requested service level will vary.
Services included in the Fee Schedule
Network Support(FTP support, VPN support, networking troubleshooting with remote users, file restoration, etc.)
Application Support(MS Exchange configuration support, MS Office, SQL Server tuning, Sharepoint set up and configuration, BES support, Virus removal, Spyware removal, etc.)
Note: VoIP Support is not included in this estimate. VoIP Support would be priced separately.
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Next Steps
Confirm approach
Confirm target responsibilities
Review and confirm assumptions
Review SSA HW and SW inventory to identify re-usable items or components
Finalize HW Requirements
Review and finalize task checklist
Review independent Sharepoint implementation timeline
Deliver revised proposal
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Additional Information: Task ChecklistFacilities and Infrastructure Overview
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Process Checklist – Determine the Right Level of Support
Which tasks do you want to keep in-house?
Maintain and Administer ServersMaintain and Administer Servers
Maintain and upgrade Operating Systems (OS)
Apply Patches Back ups HW Administration, Maintenance &
Security Monitoring Network and HW Managing storage and hard drive
(HD) space Maintain virus protection Managing user file access (SSA) Reset Windows passwords (SSA)
Maintain and Administer MS Maintain and Administer MS ExchangeExchange
Maintain and Administer Exchange monitoring Implement Exchange and email
policies Maintain and administer spam filters Add/Delete/Modify users (SSA)
Maintain and Maintain and Administer BESAdminister BES
Maintain and Maintain and Administer databasesAdminister databases
Maintain and Administer BES Perform BES Upgrades Add/Modify/Delete Users
(SSA) Reset Passwords (SSA)
DB Maintenance Back ups Monitoring Network and HW Setting security Managing storage and HD
space Performance Tuning Perform DB Upgrades
Back Ups (On site)Back Ups (On site)
Perform incremental back ups, daily (SSA)
Perform full back ups, weekly (SSA)
Provide for off site storage, bi-weekly (SSA)
Connectivity and Connectivity and SecuritySecurity
Back up policies (SSA) Email policies (retention,
disk space, etc) (SSA) Spam policies (SSA) VPN Access policies (SSA) Security and password
policies (SSA)
Plan and Policy Plan and Policy SupportSupport
Create and manage VPN Maintain spam filters Apply security patches Maintain virus protection Monitor bandwidth usage Maintain firewalls Update user account
information (SSA)
11
22
33
44
55
66
77
Back Ups (Data Center)Back Ups (Data Center)
Perform incremental back ups, daily
Perform full back ups, weekly
Provide for off site storage, bi-weekly
Archives are available via HD and DVD.
88
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Hosting Facility
Level 3 Communications (www.level3.com) is utilized for data center support.
Level 3 has the world’s largest global co-location footprint of any communications provider: Internationally, 66 markets offer co-location and bandwidth services - 57 in North America and 9 in Europe.
Physical security is state-of-the-art with multi-layer security control procedures, biometric palm readers, and closed-circuit off site video monitoring.
Fire suppression and smoke detection system above and below raised floor; double-interlock, pre-action, dry-pipe fire suppression suites protect your systems.
Redundant backbone providers and power generation ensure your systems uptime.
Redundant firewalls, network components, servers, and power ensure your uptime and usage of the system.
Intrusion detection and prevention processes keep watch on the network 24/7/365.
Comp Tech monitors and tunes each server for security and optimal performance.
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Hosting — Scaling
Support
Increase flexibility with your IT Support
The hosting support team has IT Support experience
Gain access to a pool of experienced data center support staff
Connectivity
With the ability to scale to virtually any bandwidth needs, we can accommodate your company’s bandwidth requirements
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Operating systems (Windows 2003 Server, Redhat 9.0, and Sun Solaris 8)
Hosting infrastructure (uninterruptible AC and DC power, HVAC redundant design with under-floor air distribution for maximum temperature control). (Fire suppression: smoke detection system above and below raised floor; double-interlock, pre-action, dry-pipe fire suppression)
Supported databases (Oracle 9i and 10g, DB2, SQL Server)
Web servers and application engines (IIS, Tomcat, WebLogic, Websphere)
Network availability (99%)
Scheduled maintenance windows
Network bandwidth and connection (multiple network interfaces per server, teamed across multiple blades on switch. Internet connection is scalable to multiple OC192 )
Environment
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Service and operating agreements (SLAs are customer specific)
Support channels (phone, web, pager, and onsite)
Incident, issue, and administration Management (request tracker)
Support hours:
Business hours M-F, 8am - 5pm MST – phone, web, and pager support
Non-business hours and weekends – web and pager support
24/7 for systems availability
Support
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Data Center
Primary Backup: disk-to-disk with off site disk storage
Secondary Backup: Archive data can be delivered on DVD or CD
Multiple Backup Frequency Options (Nightly on-site, weekly off-site)
Backup Management Tools (Veritas Backup exec)
Retrieval of Archived Data (Off site facility allows only contact list of Comp Tech support personal to retrieve data.)
Backup and Archiving
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Monitoring
Physical Access (Multi tier key card, biometrics security system, and closed circuit video)
Centralized Infrastructure (Comp Tech hosting office is located in Scottsdale, Arizona.)
Incident Management (email is sent to the requesting party for incident acknowledgement, if escalation is needed Comp Tech follows an escalation process)
System Monitoring Tools (Logs, various OS tools, Oracle Performance Manager, DellOpenManager, Nagios, Kiwisyslog)
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Controls
Hardware Failure Options (redundant network, servers, and internet connection minimize any hardware failures. Spares on site for most HW and Infrastructure components.)
Hardware and Software Migration Options (All migrations of software and hardware are typically done in development, after success migration efforts are moved to a test environment, finally after complete successful testing cycle, migration is done on Production environment and tested.)
License and Data Management (We maintain current licenses within all utilized software standards.)
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Performance
Network Technologies/Software/Setup (Cisco network backbone, Cisco firewalls, Cisco VPN concentrators)
Monitoring Tools (SNMP traps, MGRT, RRD)
Bandwidth (daily, weekly, and monthly logs and monitoring of the various touch points of the network are monitored for bottlenecks, throughput, or congestions)
Network upgrades/fixes are all done during planned outages. All outages are scheduled to minimize any client impact. Testing Performed (routing, switching, connection, and throughput tests are run against any network upgrades)
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Additional Information: Optional Services
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Optional Support/Services
Mobile exchange server support (i.e. supports for some non-Blackberry handheld devices)
Remote office network support, setup, upgrades and service (AZ, CO, and/or NYC)
Logon script support
First line back fill support (laptop support, user level interactions, etc)
Automated application installation support (e.g. MS Exchange, MS Office, License Verification, etc)
User level documentation support
Managed virus scan support
Web hosting
VoIP phone service and support
Laptop support
Employee surveys