“Building Cost-effective and Crisis-free IT” · 2019-11-06 · Insource versus Outsource ......

“Building Cost-effective

and Crisis-free IT”

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Maury Weinstein

President and Co-Founder

System Source

410-771-5544 x4319

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Building a Cost Effective and Crisis Free IT Team

Learning from our 167,000 Completed IT Support Tickets and

19,500 Satisfaction Surveys

Security Lessons from Verizon's Analysis of 53,308 Security

Incidents

Reducing Your IT Costs

Motivating and Retaining IT Staff in Face of Low Unemployment

Insource versus Outsource

DR Planning Roundtable

Our Management Seminar Series

Agenda

Formula for Cost-effective IT

Formula for Crisis-free IT

Measuring progress

Formula for Cost-effective IT =

+ Smart Outsourcing

+ Automation

+ Personnel Utilization

+ High IT Maturity Level

+ Controlling Personnel Costs

+ Removing Costs from Resolution Path

+ Smart Investing

Assigning Responsibilities for Run, Grow and Transform

Outsource Run So You Can Grow & Transform

“Run” “Grow”

“Transform”

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Time/Admin Note9:59:18 am 31-Oct-11

pbrowneiPhone is now working and I have tested the WAPs on another

device.4:59:23 pm 29-Oct-11

Maury WeinsteinMy new iphone 4s doesn't work with sscorp. Bob's droid could

see our webpage on sscorp but then couldn't. The classroom

network works.

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Category:

Status:

Priority:

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Summary:

Submitter Information

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Email:

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Date Created: 4:59:23 pm 29-Oct-11

Closed: 9:59:23 am 31-Oct-11

Date Due: 4:59:23 pm 16-May-12 What the

end user sees

IT Maturity Level - OperationsOML 1 OML 2 OML 3 OML 4 OML 5

Technology

Standards

Standards not

defined without

goal to

standardize.

Technology

purchased without

IT approval.

Key standards

partially developed

with no timeframe

for compliance.

Standards largely

developed without

compliance. IT

purchase approval

sought but

exceptions

frequently made.

Standards

developed and

organization driven

towards standards.

CxO level

beginning to

support standards.

Technology

standards

completely defined,

and documented

with CxO support.

Standards key part

of every technology

decision.

Utilize system

and service

management

tools

Ad hoc use of

point solution

tools. Little or no

automation,

documentation or

analysis.

Reduced number of

tools. Basic

automation and

documentation

performed semi-

consistently.

Basic integrated

tools. Workload

analysis toward

automation and

problem reduction.

Investment in

integrated toolset.

High SLA

compliance and

reporting. Basic

manpower

planning.

Fully integrated

systems with

manpower planning.

SLA and exception

reporting.

Automation enables

lower cost staff.

Document

and train its

operating

processes

Little or no formal

documentation

and rarely

updated. Vendor

technical or

hands-on training,

Some basic

process

documentation but

not updated

frequently. Each

function uses own

process

documentation.

“Process to create

a process” in place

with moderate

compliance.

Progress on

systematic listing of

process.

Major process flow

charted.

Compliance to

process creation

and documentation

is high. Refresh is

formal and

consistent.

Virtually all

processes are

designed and fully

documented before

the process is put in

place.

External

support model

Reactive – Time &

Materials

Recurring Scheduled Hours Managed Services

Managed Services

Definition: Remotely provided IT services at a fixed

price with a service level agreement

Today’s replacement for desk side services and

reactive support

Controlling Personnel Costs

Personnel scheduling

Recruitment stress penalty

Removing costs from resolution path

Personnel SchedulingControlling Utilization

Ticket entry data prompts you to:

Study demand patterns to schedule personnel

Move non-customer facing activities (meetings or

special projects) off peak hours

Use part time personnel for peak periods

Personnel Scheduling

Match supply and demand

Recruitment Stress Penalty

Recruitment Stress Penalty

Remove Costs from Resolution Path

Requests from ticket

system, phone or

email

Assign to appropriate level

Users receive ticket updates automatically

Ticket held a day after close to ensure

resolution

Single question

satisfaction survey sent

Departments not using ticketing systems spend too

much in triage or assign to wrong help desk level –

usually doubling ticket expense

Smart Investing

ROI before you buy

Common sense purchasing

Amazon Web Services/Azure (IaaS and DaaS)

Workstation replacement cycle study

Server consolidation

Inexpensive training

Office 365 Exchange versus On-Premise ROI

Initial Cloud Investment Year 1 Cloud Savings Year 2 Cloud Savings Year 3 Cloud Savings Year 4 Cloud Savings Year 5 Cloud Savings

(11,386)$ 47,445$ (360)$ (360)$ 47,445$ (360)$

Savings Through Year X 36,059$ 35,699$ 35,339$ 82,784$ 82,424$

Year 1 Year 2 Year 3 Year 4 Year 5

Traditional On-Premise Deployment

Hardware (Including Server Licensing)

Exchange Server Hardware 9,116$ 9,116$

SharePoint Server Hardware 13,309$ 13,309$

Skype/Teams Server Hardware -$ -$

Licensing

Exchange CALs 4,680$ 4,680$

SharePoint Standard CALs 5,700$ 5,700$

Skype CALs -$ -$

eCAL -$ -$

Office Pro Plus -$ -$

Support

Exchange User Support 5,004$ 5,004$ 5,004$ 5,004$ 5,004$

SharePoint User Support 5,004$ 5,004$ 5,004$ 5,004$ 5,004$

Full Suite Support -$ -$ -$ -$ -$

Consulting and Migration

Exchange Migration Costs 7,500$ 7,500$

SharePoint Migration Costs 7,500$ 7,500$

Office Migration Costs*

Administration

Exchange Administration 4,500$ 4,500$ 4,500$ 4,500$ 4,500$

SharePoint Administration 4,500$ 4,500$ 4,500$ 4,500$ 4,500$

Skype/Teams Administration -$ -$ -$ -$ -$

Total 66,813$ 19,008$ 19,008$ 66,813$ 19,008$

Cloud Based Deployment

Microsoft O365 Fees 5,760$ 5,760$ 5,760$ 5,760$ 5,760$

O365 Enhanced User Support 10,008$ 10,008$ 10,008$ 10,008$ 10,008$

Enhanced Server Support 3,600$ 3,600$ 3,600$ 3,600$ 3,600$

One-time Migration Costs- Exchange 3,886$

One-time Migration Costs- SharePoint 7,500$

One-time Migration Costs- Skype/Teams -$

Total 19,368$ 19,368$ 19,368$ 19,368$ 19,368$

(11,386)$ 47,445 (360) (360) 47,445 (360)

User Count

60

SAVINGS

ANALYSIS

Common Sense Purchasing

Where’s the bottleneck?

Track contract renewal and notice periods

Archive email or automatically prune for free?

Cellular Internet backup

Local, warm sites for virtualized servers-

$357/month 6 VMs, 1TB with 1 backup and 7 rollback points

AWS Costs Trending Lower Turn off when not using

Scale larger/smaller easily

Massive AWS scale

Pay only for storage used

451 Research

Controlling the Cost Dial

I see a trend.

How can I

optimize?

Computer Replacement Cycle

Intel study on end user computing replacement

found optimal economic decision = 3.5 years

Long server life is a mirage

County personal property tax

Server Consolidation

Server sprawl occurs when engineers add a

server for each new application. While this

makes configuration and test easier,

consolidation saves money.

Stop consolidating when further reduction: Lowers redundancy below your risk tolerance -or-

Impacts performance below user expectations

Inexpensive Training (sorted from least expense)

Microsoft Software Assurance (ends next year)

Quick Reference Cards

E Learning including User Security Awareness Training

$14 per app user or $159 per tech user at our MD County

client

Each course accessed saves $261-$2,836 vs live

classroom training

Recorded or Live Webinars including our Bit N ‘Bytes training

Demonstrations Sessions $37/student for 60

Private Group Training $126/student for 24

Formula for Crisis-free IT =

+ Proactivity

+ Security Prioritization

+ Recovery Objectives

+ Hiring multiple

0%

5%

10%

15%

20%

25%

30%

Phis

h P

rone

%

Training Impact on Phish Prone Staff52 person sample

Training

implemented

for those

failing

Seeking a Security Comfort Level

2FA Safe links Conditional AccessMobile device

management

External email tags DDOS protection External vulnerability scan Security reporting

Email filter tuning Anti-virus management Internal vulnerability scan Email encryption

Layered email filtering Self-service passwords Penetration testing Disk encryption

Intrusion protection Login page branding Compliance reporting Secure workstation image

Outbound filtering Security training Patch management Malwarebytes

DNS filtering Phishing test Backup checking Software inventory

Dedicated backup server

In Research: Yubikey

Prioritize Security Purchases - HealthCareBackups

8.1 (High) - Ensure each system is automatically backed up on at least a weekly basis, and more often for

systems storing sensitive information. To help ensure the ability to rapidly restore a system from backup,

the operating system, application software, and data on a machine should each be included in the overall

backup procedure. These three components of a system do not have to be included in the same backup

file or use the same backup software. There should be multiple backups over time, so that in the event of

malware infection, restoration can be from a version that is believed to predate the original infection. All

backup policies should be compliant with any regulatory or official requirements. (Quick Win)

Skilled Staff

9.3 (High) - Implement an online security awareness program (1) focusing only on the methods commonly

used in intrusions that can be blocked through individual action, (2) is delivered in convenient short online

modules (3) is updated frequently with the latest attack techniques, (4) is mandated for completion by all

employees at least annually, and (5) is reliably monitored for employee completion. (Quick Win)

Online Security Awareness Program

17.1 (High) - Deploy approved hard drive encryption software to mobile devices and systems that hold

sensitive data. (Quick Win)

Actionable Security Reporting1. User accounts with escalated administrative privileges

2. User accounts not logged in within the last 90 days

3. Computers not connected to the domain in >90 days

4. Computers with outdated OSs (Server 2003/08/Win 7/Windows 10 1803)

5. Passwords not changed in 90 days

6. Proofpoint spam filtering report

7. Symantec Enterprise Protection risks report

8. Password policy and screen lock settings

9. Log retention policy settings

10. Critical event alerts from Windows server system and security logs

11. External vulnerability scan and remediation

12. Phishing campaign

13. DNS Filtering

14. Foreign Office 365 logins

15. Office 365 email forwarding rules

Recovery Time and Point Objectives for

Lower Downtime Costs

$100/pp/day average

cost at 50% productivity

loss

Cost = labor to restore

transactions lost

Hiring Multiple

Create a ratio of salary to some workload metric

For example, $75K salary for every 100

workstations

Have everyone buy in to create predictable staffing

and jobs people work hard to keep

Measuring Progress

Un-benchmarked processes always bring savings

(especially first time!)

Metrics can be constructive or destructive

User Productivity

Client Satisfaction

Performance Reporting

0

0.005

0.01

0.015

0.02

0.025

0.03

0.035

0.04

0.045

0.05

Jan

-16

Feb

-16

Mar

-16

Ap

r-1

6

May

-16

Jun

-16

Jul-

16

Au

g-1

6

Sep

-16

Oct

-16

No

v-1

6

De

c-1

6

Jan

-17

Feb

-17

Mar

-17

Ap

r-1

7

May

-17

Jun

-17

Jul-

17

Au

g-1

7

Sep

-17

Oct

-17

No

v-1

7

De

c-1

7

Jan

-18

Feb

-18

Mar

-18

Ap

r-1

8

May

-18

Jun

-18

Jul-

18

Au

g-1

8

Sep

-18

Oct

-18

No

v-1

8

De

c-1

8

Jan

-19

Feb

-19

Mar

-19

Ap

r-1

9

May

-19

Jun

-19

Jul-

19

Au

g-1

9

Sep

-19

Tick

ets

Pe

r W

ork

stat

ion

Pe

r B

usi

ne

ss D

ay

Series7 3 per. Mov. Avg. (Series7)

39% drop in tickets per workstation per business day over 45 months

Reducing 39% of tickets saves $13K/ year for 186 staff members assuming $25/person/houraverage downtime cost and one hour of downtime per request

And the percent of issues addressed proactively (before they impact you) has increased from 17% to 23% of tickets

Staff Productivity MetricTickets per Workstation per Business Day

Ticket Causes by Number of Tickets

Client Satisfaction Surveys

“I rate Jackie a 5… She always makes me feel

like she's waiting for me to call just so she can

do something for me. Extremely fast and

competent.”

Customer Satisfaction Results

95%96%

98%96% 96% 97%

95% 96%

99%97%

96%97% 96%

98%

94% 95%97% 96% 96%

97% 97% 97%96% 97% 97%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Aug-17 Oct-17 Dec-17 Feb-18 Apr-18 Jun-18 Aug-18 Oct-18 Dec-18 Feb-19 Apr-19 Jun-19 Aug-19

Performance Reporting

Client A SonicWall CDPCDP-MIB/CDP-RESTON

S S S S S S S

SonicWall CDP / Acronis M-F Full Backup (xxxFILE1) xxxFILE01 S S S S S

M-F Full Backup (xDC1) xxxDC1 S S S S S

35% score during

onboarding

increases to 94%

with attention

$100/pp/day average downtime cost at 50% productivity loss

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