ScanOnline Managed Services
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The document outlines the various managed services offered, focusing on mobile device management, wireless network design, and proactive maintenance solutions. It discusses the benefits of using managed services over in-house hiring, including cost savings, expertise, and enhanced operational efficiency. Additionally, the document highlights incident management, monitoring services, and the potential return on investment for businesses leveraging these managed services.
ScanOnline Managed Services
- 1. 1 Managed Services What It Is, What It Isn’t, and How We Can Help
- 3. 3 The Managed Services Group At-a-Glance Reliable Options Contract out one, some, or all services LIFECYCLE MOBILE Proactive Maintenance, Management, and Services - Repair & Spare Pool Services STAGE MOBILE Expert roll-out & configuration services of enterprise mobile devices, MDM & BYOD strategies WLAN PROJECT SERVICES End-to-End wireless network design, including site surveys, installation, configurations and network integrity checks WLAN MANAGED SERVICES Wireless network maintenance, management, security monitoring and repair services
- 4. 4 -Updates to hardware, applications, firmware, etc. -Defined client/provider service matrix -Hardware refreshes, swaps and services -Ongoing reporting of performance Proactive Maintenance -Network and mobile device integrity checks -Mobile Device configurations, including BYOD -Wireless network optimization -Expert installation and deployment services Workforce Technology Optimization -Mobile device geo-tracking for theft deterrence -Wireless network platform security -Mobile device management -Technology optimization through monitoring Real-Time Monitoring -First level diagnostics with analysis and reporting -Management of manufacturer authorized “Break/Fix” services -Spare pool services -Incident, problem, change, and service management support services Support and Repair Services Pillars of Managed Services
- 6. 6 Tier 2 & 3 Support End-to-End Resolution of all Device Issues referred from Customer’s Tier 1 Support Help Desk Ticketing and Logging Detailed Reporting and Analysis of Incidents effecting the Availability and Utilization of all Devices Monitoring and Prevention Minimize Operational Downtime by available 24/7 Device Monitoring Package Development Firmware, Patch Management, Customer Software Updates to Mobile Devices MDM Management Configure and Maintain Mobile Device Management Tools such as SOTI or Airwatch on all Devices Mobile Device Managed Support 01 02 Device Staging Comprehensive Builds of Customer Software “Golden Image” for each Device Tested and Deployed to Field. 03 04 05 06
- 7. 7 WLAN Managed Support Configure Controller Configuration Wireless Configuration Wireless Intrusion Platform Configuration Monitor Equipment Monitoring for Problems & Alarms Wireless Intrusion Monitoring Event Monitoring In Case of Incident Report Ticketing and Logging of all WLAN Issues Incident Verifications Detailed Resolution Descriptions Manage Equipment Firmware Updates Management Vendor Software Management Network Integration & Preventative Maintenance Testing and Deployment Troubleshoot & Diagnose Detect Events Remotely Determine Actionable Responses Proactive Network Disaster Recovery Plans Tier 2 & 3 Helpdesk Support Customer IT Helpdesk Support Tier 2 & 3 Support on Escalated Tickets End to End Resolution on all Support Requests
- 9. 9 Maintenance/Repair Management • RMA Management of all devices under warranty • RMA Creation • RMA Tracking • Warranty/Contract Tracking • Spare Pool Management • Required 5% of Field Devices • Same Day Shipping with “Golden Image” • Repair Creation/Tracking Support and Repair Services -First level diagnostics with analysis and reporting -Management of manufacturer authorized “Break/Fix” services -Spare pool services -Incident, problem, change, and service management support services
- 13. 13 How your Operation Benefits with M.S. Hiring Resources vs Managed Services -IT recruiting today is difficult and time consuming -Finding expert services in wireless network and workforce devices even more difficult -Save thousands on M.S. vs hiring full time staff -Onboarding new staff to your systems in place isn’t a quick and easy process – plus pay-per-day -You hire a team of experts with M.S. vs individuals! Watchdog Security -Dedicated 24/7 security personnel -Real time threat monitoring -Responsiveness: Notifications of incidents as they happen Proactive maintenance & management Updates, refreshes and technology swaps done on time and by schedule without involving clients Familiarity; Tech, Processes & Industry -Less time needed to address/complete request -Expert installations vs “going it alone” -Expert support & maintenance vs “figuring it out” Turn the Resources Tide Keep your staff engaged on your tasks.. Intensive Care, On Demand –24/7 or 8/5 support -Thorough business analysis -Real-time network and device monitoring -Remote and On-site services available -Contract services based on needs -Repairs with M.S. seamlessly completed Minimize/Eliminate Downtimes Managed Services only has a focus on their contracted services vs the many initiatives of IT teams Optimized Technology = stronger, faster, smarter Your team’s tech stays reliable and is optimized to peak performance levels for a better ROI on your investments
- 14. 14 How Managed Services reduces operating cost 46% of managed services users (CompTIA Survey, 2015) noted 25% or more in annual cost savings 50% in the same study saved up to 24% WHAT’S YOUR OVERALL ROI??? Access to Experts without Hiring Pressures -Only 3.5% of tech professionals are out of work. -1-3 years experience avg. salary: $46,315 -National avg. salary for IT professionals: $81,327 IT Costs Rising 3.1% = the average rise of IT costs in 2014 (see image) Cost of an MC 55: $2000 Fix-By-Incident Repair for an MC 55: $700 Security Breach Impacts Small Business Losses: $38,000 Large Business Losses: $824,750 …not including addition of preventative services Eliminate other services in place We have saved one of our partners $218,310 vs previous arrangements Productivity Increases 72% of Companies of 100+ employees reassigned IT teams to other projects after managed services were contracted
- 15. 15 Other Operational Considerations • Additional Internal IT Team Considerations: • Gain expertize from a managed services collaboration • Proactive notifications to IT teams • Performance measurements can positively impact decision making • Revenue generating activities can get more attention • “Low hanging Fruit” tasks can be offshored • Network and device security is stronger with more resources in place • …and the sophistication of attacks are tougher everyday • …and managed services stays abreast on the latest security technologies and trends • Services can be cyclical… and can be organized to only impact IT teams if action is needed • Consulting anytime, anywhere – fix issues yourself!
- 16. 16 A break/fix example… “Device failure can annually cost $2000-$3000 per device” MC55 Avg. Cost: +/- $2000 (depending on provider) Using a manufacturer or one-time repair model: Repair & Service Costs: $700-$1000 (Flat Rate) Typical Warranty Repair Turn-Around: 15-20 days Time it Actually Takes To Repair: 10 days **You’re losing half/almost half the value with one repair, not including downtime! But, your repair cost under a ScanOnline Managed Services SLA (Contracted): 1-100 Devices: $15.00 annually per device 101-500 Devices: $12.50 annually per device 500+ Devices: $10.00 annually per device In-House Repair Turn-Around Time(Avg.): 2-7 Days You can cover 50 devices @ $750 – only $50 more than the cost of fixing one device! …and spare pool devices options are available with your apps pre-loaded to keep devices in hand.
- 17. 17 …and what downtime cost The average cost of a typical (non security breach) 1 hour wireless network downtime period is… $100,000 Some Factors Include: -Loss of sales -Employee labor costs -Lost/damaged data -Restarting/restoring operations -Professional services cost -Any cost around reassigning resources -Customer dissatisfaction/reputation damage
- 18. 18 Sources: CompTIA; “4th Annual Managed Services Trend’s Study”: https://www.comptia.org/resources/4th-annual-trends-in-managed-services Datalogic: “Handheld Computers: Repair or Replace? Analyzing the Decision for Best ROI”: http://supplychainservices.com/files/3513/1249/7183/Repair_replace_DLMSupplyChain_cobranded.pdf Gartner, Inc. “Gartner Says Worldwide IT Spending on Pace to Reach $3.8 Trillion in 2014”: http://www.gartner.com/newsroom/id/2643919 InfoWorld: “The 10 U.S. cities with the highest IT salaries -- and 10 more on the move”: http://www.infoworld.com/article/2613550/it-jobs/the-10-u-s--cities-with-the-highest-it-salaries----and-10-more-on-the-move.html Information Technology Intelligence Consultants: “2013-2014 Technology Trends and Deployment Survey”: http://www-01.ibm.com/common/ssi/cgi-bin/ssialias?infotype=SA&subtype=WH&htmlfid=IML14388USEN Kaspersky Labs: “Businesses report losing up to half a million US dollars due to a security breach”: http://www.kaspersky.com/about/news/business/2015/businesses-report-losing-up-to-half-a-million-US-dollars-due-to-a-security-breach PwC’; “The Global State of Information Security Survey 2016”: http://www.pwc.com/gx/en/issues/cyber-security/information-security-survey/download.html US Bureau of Labor Statistics: http://www.bls.gov/data/
- 19. 19 Questions?