Kaseya Connect 2013: Transitioning from a Reactive Break-Fix Marketplace to a Proactive Automated Model
0 likes858 views
The document discusses the transition of PC System, an Italian IT company, from a reactive break-fix approach to a proactive managed services model, emphasizing services for micro and small businesses. Key points include the benefits of this model for business continuity and customer satisfaction through tailored IT solutions and strategic partnerships, notably with Kaseya. Success stories from clients such as Transalpe and the Giorgio Tesi group illustrate the effectiveness of this proactive management in improving service efficiency and reducing downtime.
Kaseya Connect 2013: Transitioning from a Reactive Break-Fix Marketplace to a Proactive Automated Model
- 1. Transitioning from a Reactive Break-Fix Marketplace to a Proactive Automated Model Emanuele Briganti Vito Pietrapertosa PC SYSTEM -ITALY
- 2. Our speakers • Emanuele Briganti Chief Information Officer @ Pcsystem • Vito Pietrapertosa Chief of IT Managed services team @ Pcsystem
- 3. Agenda • Introduction • Italian market in IT sector • Our response ------------------------------------------------------- • Field Experience • Success stories for our model • Q&A
- 4. From Italy to Las Vegas
- 5. Pisa and Italian IT Our Headquarters are close to Pisa – Pisa was the cradle of Italian IT – Pisa 1957- Calcolatrice Elettronica Pisana (CEP): the first electronic calculator in Italy for scientific research – Pisa 1986 - the first internet connection is realized – Pisa since 1987 - headquarters of Top Level IT Domain
- 6. PC System Company Profile The PC System started in 1980, when computers were still bulky objects with little flexibility. Today we have: • 80 employees • over 40 technicians • an organizing service team • over 1500 clients
- 7. Our Managed Services Team
- 8. Kaseya and us, the story of an encounter • Our story with Kaseya began in 2006 • We were searching for a software that allowed us to offer a remotely operated patch-management service • We chose Kaseya for the agent-server architecture of communication which was perfect for offering a remote service
- 9. Kaseya and us After a few months we saw the enormous potential of the product: • We analized modules starting with Backup & Disaster Recovery • We designed a way to be able to begin to remotely manage the entire IT infrastructure of our clients
- 10. The Italian Market In Italy, 99,7% of active companies have fewer than 250 employees 94,6% are micro companies (fewer than 10 employees) Number of companies in Italy 2012 Number % Micro 3.610.090,00 94,6 Small 184.345,00 4,8 Medium 19.370,00 0,5 M+S+M 3.813.805,00 Big 3.253,00 0,1 Total 3.817.058,00 100%
- 11. Our Target Micro & Small Business 1 to 100 PCs - 1 to 30 Servers Very often in this target range, IT service management is handled by someone outside the company (IT Guy) If there is someone responsible within the company, he typically has tasks other than management of the systems
- 12. The widespread Break-fix model • Italian micro and small businesses are used to the break-fix model • ‘I have a problem, I call the technician to see how to resolve it.’ • Works are rarely planned • Intervention only in the moment of need
- 13. Our approaches The need to create market-adapted SLA has created two possible ways • Sale of a single service model – (the so-called ‘pill’) • All-inclusive service, completely managed including on-site intervention
- 14. ‘Pill’ service • We suggest a single service when in need of – Patch – Inventary – Remote Control – Audit etc.. • If the client is happy we try to integrate the first with the others
- 15. ‘Pill’ service 2 • Convenient for those who are not regular clients • For those who don’t want to invest money in a completely managed service • «Trojan Horse» to gain their trust
- 16. All inclusive service The most important thing to make the client understand: Proactively managing their IT system for a fixed cost ensures worry-free operation All this increases business continuity at a fixed cost for the client
- 17. Marketing Goals of Managed Services For the IT Guys, the more problems there are, the more they earn: these interests are contrary to those of the client There is no incentive to be proactive as they make money out of interventions IT GUY COMPANY
- 18. Marketing Goals of Managed Services With the All inclusive service our interests, and those of the client, meet - If all goes well, we work less and the client is satisfied - We manage their infrastructure as if it were our own COMPANY MSP
- 19. Marketing Goals of Managed Services If the client understands this concept, it is not important how many PCs or servers they have What matters is continuity of business linked IT COMPANY MSP
- 20. Our Golden Service • All inclusive service: Hardware replacement, Antivirus, Firewall, Filteri ng, Kaseya full module • On-site intervention included • Backup & Disaster Recovery on all client PCs and servers • Assurance for us that we can restore the system in case of unforseeable problems
- 21. The upcoming KSBR Storage Craft When the module is complete, we will have these improvements: • Possibility for much smaller RPO, even at the client end • Reduction in number of NAS necessary to complete simultaneous back-up
- 22. Reflections • We have tried to convince the client of the philosophy of services managed independently size of their office • If an infrastructure is well managed and the company is dynamic, it will be more willing to invest in new projects knowing with certainty that the cost will be handled over time. So in addition, there is an increase in total sales for the customer
- 23. Cases of our model’s success • Vito Pietrapertosa Chief of IT Managed services team @ Pcsystem
- 24. Agenda • Examples of customers who have embraced our model • The experience of two companies of the break-fix model - Transalpe and Giorgio Tesi Vivai Sales after the solving of a problem - The Gruppo Nelli case • The smallest managed client • The Covino case • Q&A
- 25. Transitioning from break-fix : two types of examples • Transalpe and Giorgio Tesi Vivai – The need to be constantly monitored – The desire not to depend on one person – An intervening technician assigned to each problem – IT uncontrolled and unmonitored – Containing the costs of the configuration of the new hardware
- 26. • Nesti & Nelli group – False perception of IT management – Difficulties in the perception of managed services – Client uses Kaseya after a serious problem – With company expansion, management becomes even more difficult Transitioning from break-fix : two types of examples
- 27. Transalpe – Shipping & Logistics A dynamic new company but with 30 years of experience in the international shipping sector. Today we bring an international logistics service provider to the market, offering our clientele a vast range of highly personalized services for sea and air transportation and logistics.
- 28. Transalpe • Headquarters in Livorno, Tuscany, and two branch offices, one in Hong Kong (65 PCs and 15 servers). • Branches connected via Vpn, to each other and Headquarters • Shared resources: Mail server, AD, File Server, WebServer, Data Warehouse.. Etc • For the most part, communication is via electronic mail
- 29. Giorgio Tesi Nurseries The Giorgio Tesi Group, a leading company in the field of ornamental nurseries. Since the 1980s, this dedicated and motivated company has grown, both in the Italian and European markets, to be one of the leading European companies in this sector.
- 30. Vivai Giorgiotesi • Second largest nursery in Europe • Supplying trees and plants to customers globally • Headquarters in Pistoia, Tuscany, with 6 branch offices • Core business based on communication via • email-fax • Spring and early summer is the critical Peak season when business cannot stop. • Important shared resources: ERP, mailserver, product catalogue.
- 31. Transalpe and Vivai before kaseya • Infrastructure managed by an external consultant • Slow PCs without regular maintenance • Licensed software and Hardware not inventoried. • Server and client not monitored. • Resolution of problems is dependant on the consultant’s availability and as a result, is very slow.
- 32. Transalpe and Vivai before kaseya • Redundancy issues for connectivity between sites • All IT based on closed, customized open source (even legacy SW), centralized and difficult to understand • Client afraid of new PC configuration costs (users, programmes, printers…)
- 33. Transalpe and Vivai, Why Kaseya • Issues resolved in hours, not days. • Centralized, and thus less invasive, maintenance management. • A support team for assistance.
- 34. Transalpe and Vivai Why Kaseya? • Automated new PC installation and redundancy management and monitoring with automated script • A far superior quality service for almost the same cost.
- 35. Our solutions for Transalpe and Vivai • Targeted monitoring of strategic resources • Script Automation for connectivity management (monitor, route and gateway) • Automated configuration of new PCs (programmes, printers..)
- 36. Our solutions for Transalpe and Vivai • Alarms to signal and plan invasive activity (damaged disk sectors, change of discs) • Automatic monthly activity reports carried out. • Scheduled maintenance (patch, disc clean-up, defragmentation and scan...)
- 37. Transalpe and Vivai customer satisfaction • The client completely shares our philosophy (Kaseya mobile module was requested, prior to its launch) • Customer loyalty secured through our ability to deliver what we propose. • The client has remote access to our services. • Increased efficiency and improved level of service.
- 38. Nelli Group The Nelli Group is a series of automobile dealerships from prestigious brands. Oriented to the provision of services. The dealership is seen as more than a car dealer, it caters for all sorts of customers’ requests.
- 39. Nelli Group • 10 branches throughout Tuscany • Vpn connected • Order management through car showroom portals. • Approximately 10 servers and 70 clients • A lot of software and various IT policies
- 40. Nelli Group before Kaseya • IT management entrusted to staff without specific competence • Windows and Office updates are not managed • All problems solved by formatting PCs resulting in long waiting times.
- 41. Nelli Group before Kaseya • Fleet not invetoried • Invasive and unplanned PC intervention • Difficulty in understanding the added value of a proactive solution.
- 42. Nelli Group with Kaseya • Automation for antivirus migration • Virus infection (Confiker) due to a vulnerability in Microsoft ( MS08-067) • Modular solution with customized SLA thought out for their own particular needs (bundle monitoring, patching and antivirus).
- 43. Nelli Group customer satisfaction • After kaseya no lasting infection • Warehouse workload significantly reduced • Increased productivity (it is not necessary to cease operations during patch) • Reduction in calls for technical assistance.
- 44. • We have tried to convince the client of the philosophy of services managed independently size of their office ‘Covino’ case: The small convenience store
- 45. ‘Covino’ case: The small convenience store • One PC comprehensively managed. • Client’s business is dependant on efficient PCs providing on-line services • Lottery,on-line games etc….
- 46. Reflection and thanks • To sell IT management services it is necessary to make it understood that the interests of both the user and the company move towards a common objective • We both work towards the same goal
- 47. Thanks – Q & A • Thank you for letting us speak to you about our experiences, and thank you for listening • We welcome any questions you may have. • Special Thanks to