Handy Guide to IT Service Implementation
- 1. YOUR GUIDE TO IMPLEMENTING A NEW IT SUPPORT SERVICE
- 2. Origin is made up of 90 IT professionals based in central Auckland. We were established in 2000, by our Managing Director, Michael Russell, and have been proudly Kiwi owned and operated ever since. From day-to-day IT support through to strategic IT services, we provide our clients with their competitive edge by ensuring all users of technology have everything they need to help their company achieve its goals. Our clients include Les Mills International, Jucy, Bayleys, Better Drinks Co (Charlies), Milford Asset Management, Mondiale Freight, Sealord and most of New Zealand’s other quickly growing, forward thinking businesses. ABOUT ORIGIN Copyright Origin IT Ltd 2014
- 3. CONTENTS Your step-by-step guide to the implementation process How will your company engage with support once onboarding is complete? How much will your IT onboarding and ongoing support cost? What other factors does your company need to think about when considering a new IT service? Why should your company outsource it’s IT? Why Origin? ..............................04 ..............................06 ..............................08 ..............................10 ..............................12 ..............................14
- 4. YOUR STEP-BY- STEP GUIDE TO THE IMPLEMENTATION PROCESS
- 5. EVERY BUSINESS NEEDS IT TO OPERATE, YET ONLY A FEW UNDERSTAND HOW TO USE IT TO BEAT THEIR COMPETITION. AT ORIGIN OUR MISSION IS TO HELP YOU DO JUST THIS, FROM THE VERY FIRST CONTACT WE HAVE WITH YOUR BUSINESS THROUGH TO THE OPERATIONAL AND STRATEGIC IT SUPPORT WE PROVIDE. STEP 2. Align your business with the IT partner who best understands your business needs. Origin IT STEP 3. Invite Origin to undertake a high level discovery of your business infrastructure, outlining any current and future IT needs. This helps ensure that from the outset we are both aware of the scope of your site, and any future strategic needs. STEP 4. Origin will be able to provide you with a proposal for IT services depending on your current and future business needs. Any revisions can be made. STEP 5. Sign off. A timeline for implementation is agreed. STEP 6. Implementation begins. Your staff will begin to see our engineers around the office and in the server room. STEP 7. End user education. Here we educate your entire company around how they can contact us with any IT issues. STEP 8. Go live day. The day we begin supporting your company. STEP 9. Regular, ongoing IT reviews. To ensure we are operationally and strategically exceeding your expectations. STEP 1. Identify that IT will help you achieve your business goals and future direction. 5
- 6. HOW WILL YOUR COMPANY ENGAGE WITH IT SUPPORT ONCE ONBOARDING IS COMPLETE?
- 7. YOUR COMPANY WILL BE ABLE TO ENGAGE WITH ORIGIN IN A NUMBER OF WAYS. WHAT HAPPENS NEXT? Once a ticket has been logged via one of the above methods, your users will be emailed or called with regular updates on their issue resolution by our helpdesk. Users can also track the progress of their tickets by accessing their desktop portal. Once an issue has been resolved, we close the ticket in our system and let your users know what to do if the problem occurs again. TO REPORT AN I.T. ISSUE: WHAT ABOUT ACCOUNT MANAGEMENT? During the implementation process an Account Manager will be appointed to your company, whose responsibility it is to understand the IT performance and changing needs of your business. They will engage with your key IT contacts through regular meetings, weekly reports, and acting as an escalation point on your behalf if needed. 7 1. ONLINE PORTAL Your users will be able to log problems (tickets) directly from their desktop. Our portal also provides visibility around the status of open tickets, and also allows online chat between users and the support desk. 2. EMAIL Your company can email support@originit.co.nz to report any IT issues. 3. PHONE All problems can be logged by ringing (09) 414 2354 or 0800 34 34 34.
- 8. HOW MUCH WILL ONBOARDING AND ONGOING SUPPORT COST?
- 9. MANY ELEMENTS DETERMINE THE COST OF THE ONBOARDING INCLUDING: 1 Remote help desk support (Server) 5 Mobile device management (all agreements) 2 Full break/fix onsite support and maintenance (Server) 6 Spam and email filtering (all agreements) 3 CIO services (all agreements) 7 Desktop and laptop backup (all agreements) 4 Up to full-time Level 2 onsite support (Platinum) 8 Enhanced network support (all agreements) PLATINUM SUPPORT: Full remote and onsite user and server support Easy onboarding Medium onboarding Complex onboarding Time to complete 0 - one week One week - three weeks Three weeks + Cost $0 - $7,000 $7,000 - $20,000 $20,000 + GUIDELINE COST OF SUPPORT Base support per user for Platinum agreements is $80 per month, for User agreements is $40 per user per month and for Server agreements, it is $199 per server per month. • The size of your company. • The complexity of your infrastructure, including any remedial work needed to bring it in line with best practice IT. • The ongoing cost of your support. A GUIDELINE OF ONBOARDING COST ONGOING SUPPORT COSTS DEPEND ON THE NEEDS OF YOUR ORGANIZATION USER SUPPORT: Remote user support SERVER SUPPORT: Servers supported at a level your business needs. ADDITIONAL OPTIONS DEPENDING ON THE UNIQUE NEEDS OF YOUR BUSINESS 9
- 10. WHAT OTHER FACTORS DOES YOUR COMPANY NEED TO CONSIDER WHEN THINKING ABOUT A NEW IT SERVICE?
- 11. IT PROVIDER CREDIBILITY 1. Is your potential IT provider certified in all major technologies and do they continue to invest in certification? 2. Do they utilise and integrate leading toolsets for operational efficiency and reporting? 3. What security practices does the IT company uphold? This relates to their: - Operational, staff-wide security practices to ensure your company information is kept secure and confidential, and; - Back up policies and procedures, and; - Disaster recovery and business continuity plans and policies, and; -Succession planning by management of the company to ensure minimal disruption if any key members need to be replaced. 4. How clearly mapped are your IT provider’s operational processes? 5. How financially secure is your potential IT partner? How strong is their annuity base? 6. How easy is it for your users to engage with IT support? Are there multiple channels for engagement including phone, email, online chat and portal? 7. Investigate the depth of the IT provider’s relationship with existing clients. Do they have clients who are leading their markets, and how long have they been clients for? 8. What is the culture of the company? Are they service or sales focused? Will they integrate into your culture and way of doing business? Are there examples of this with other clients? ADDITIONAL COSTS 1. Remember to put hardware and software renewals and licensing into your IT budget. 2. Consider special requirements for your business. For example, if you are an e-commerce site reliant on the internet 24/7, you may consider protecting yourself with advanced network support. 3. Are there any future projects on your horizon like office moves or cloud migrations? AND LAST BUT NOT LEAST... THE FUTURE 4. Has your potential IT partner ever asked where you are going as a business? 5. Do they have the ability to translate your business goals operationally? Are they able to recommend the best IT to support the achievement of these, as quickly and efficiently as possible? WHETHER YOU ARE CHANGING PROVIDERS OR OUTSOURCING YOUR IT FOR THE FIRST TIME, WE KNOW THERE ARE MANY DIFFERENT ELEMENTS TO THINK ABOUT. HERE WE LIST THE MOST PROMINENT. 11
- 12. WHY SHOULD YOUR COMPANY OUTSOURCE IT’S IT?
- 13. • You gain access to a wide range of IT experts: Our clients achieve their IT goals and visions faster through our top quality day-to-day support, and our market leading design, delivery and consulting in the following areas: - Cloud: DaaS, IaaS and public and private cloud offerings including Amazon Web Services, Azure and Office 365. - IT strategy: CIO services, governance, roadmapping, and value chain analysis. - Network: support and implementation of WAN, LAN, internet and security solutions. - Communication and collaboration: unified communications (Cisco & Microsoft Lync), video, voice, audio visual and SharePoint. ORIGIN HAS BEEN PROVIDING OUTSOURCED IT SERVICES TO MARKET LEADING COMPANIES FOR OVER A DECADE. During this time, we have found that the key business drivers for companies looking to outsource are: 1. Access to extra capability, experience and expertise, 2. Consistency of service and delivery, 3. Assured SLAs, 4. Improved business culture and efficiency, 5. Visibility of reporting, 6. Control of spend. WHEN YOU OUTSOURCE YOUR IT: • You have no need to invest in expensive IT toolsets: We do this for you. We use the most sophisticated industry tools to manage our workflows and processes, ensuring we work as efficiently and effectively as possible, passing the benefits on to you. • You don’t have to worry about IT training and certification: Our team are some of the most certified in the industry. Training and certification take a significant investment in time and resource, we do this on your behalf. • You are able to manage your IT cost: We fix your monthly IT costs, and absorb all employee wage and non-wage costs so you don't have to. 13
- 14. WHY ORIGIN?
- 15. that enable and support your business processes and functions. This ensures that your business has the right technology, people, and processes to automate and integrate manual tasks, and work efficiently, so you can deliver your customers with the service they deserve. Our support layer is the engine behind our company. We have a department of expert IT engineers based in the office, on the road, and on our client’s premises, ensuring our clients’ day-to-day IT needs are met, and they are able to run their businesses smoothly and effectively. WE PROVIDE OUR CLIENTS WITH IT SERVICES AND SUPPORT THAT KEEP THEM UP AND RUNNING AND HELP THEM ACHIEVE THEIR COMPETITIVE EDGE. Our strategic services include CIO and business IT services that approach IT decision making from a business strategy perspective, ensuring that IT provides the backbone the business needs to grow and achieve its goals and visions. Our process and function layer links our strategic services to our technology layer, delivering software applications 15
- 16. www.originit.co.nz E-mail: hello@originit.co.nz Phone: +64 9 414 2350 or 0800 34 34 34 Address: 43 College Hill, St Marys Bay, Auckland, New Zealand Twitter: @originit