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“Building Cost-effective
and Crisis-free IT”
Welcome to
Maury Weinstein
President and Co-Founder
System Source
410-771-5544 x4319
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for a few minutes to pick it up at your front desk!
We Hope You
Enjoy Your
Pizza!!
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”
If it hasn’t arrived by 12:15
Please double check with your receptionist
Then contact Mike Jones at
[email protected] or 410-771-5544 x4355
(we are recording the webinar – so don’t think twice about stepping away
for a few minutes to pick it up at your front desk!
We Hope You
Enjoy Your
Pizza!!
Click to attach file (such as
screen shots of problem).
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.
Assignee:
Category:
Status:
Priority:
Billable:
Summary:
Submitter Information
Name:
Email:
Phone:
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
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
Q&A
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