Managed ServicesGreg Wheeler, Customer Care Team Manager

Meet Heather! Heather is your administrator

Thanks Heather! Heather attends large amounts of training

Sets up complicated import processes and workflows with custom scripting

Uh oh Heather then leaves for a better opportunity with her new

skills

How can you keep these critical systems running?

Solution A: Find a New Heather Taxing from HR and management standpoint

Looking for candidates with OnBase or Kofax administration experience

Ramp up time to learn system and configure

Training takes time and money

Solution B: Managed Services Team of trained professionals

Staffed to respond to incidents and requests

Provides stability and continuity of service

What is Managed Services? New offering from SMC

Manages the Application(s) that you need

Expert Administration of your ECM system

Today’s IT Mission “Do more with less”

The business requires more and more services with higher uptime

IT needs to triage and simplify their responsibilities

Where do we fit in? In-house staff

Staff Augmentation

>> Managed Services <<

Outsourced IT

We know the Applications Proactively manage your OnBase or Kofax systems to minimize

downtime

We’ve seen and supported hundreds of systems over the years

Benefits Low upfront costs, predictable monthly costs

Operational budget versus capital budget

We apply Best practices

Faster resolution of issues

Less issues == less downtime

More time to work on other issues!

(Non-obvious) benefits Rapid access to missing capabilities and skills

We have a productivity incentive

Familiarity with the system

More sets of eyes for connected systems

Choose the help you need Systems Administration

Monitoring/Alerting (Daily check ups, or more often if needed)

Light Configuration work

Preventative Maintenance

Managed Services is good for… Quick diagnosis of potential problems in the system

Keeping services and processes running

Working with a helpdesk to receive and resolve tickets

Contacting end users for end user workstation troubleshooting

Small configuration work

Not a good fit for… Upgrades and software distribution (Services projects)

Maintaining all facets of the system (Operating Systems, hardware, network, connected systems, etc.)

Staff Augmentation

Conversion Work

Our process Identify level of service needed

Identify systems to monitor

Small discovery process

Agree on systems to exclude

The future Looking to expand product offering

Active monitoring of services and processes

Reports

More comprehensive solution

Configuration and Professional Services blocks

Questions?