Teknoforce Proactive IT Services

Versatility

First Class Service

Innovation

Agenda

Ricoh’s Transformation and Mission The Teknoforce Team IT Issues Teknoforce Proactive IT Services Four Cornerstones of Teknoforce Proactive IT Services Other IT Service Offers Summary

“For the past decade, Ricoh has been transforming itself from a Japanese office-machine maker into a global technology solutions provider that gets most of its revenue from software and services like consulting.

Today the world’s No. 1 copier maker generates half of its revenue from hardware and half from software and services; 55% of those sales come from outside Japan.”

Ricoh Transformation

“We will provide comprehensive One Stop Technology Services for

Solutions, MFPs, and Networks, setting the standard for service in our industry

by exceeding our customers’ expectations.”

Our Mission

Teknoforce

www.ricohteknoforce.com

Teknoforce Team - Providing Support When & Where You Need It

Consistent Training • Product Knowledge • Exceptional Service

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Over 1700 technicians

Over 2200 certifications

Institute Certification

CompTIA A+

CompTIA Network+

CompTIA Certified Document Imaging Architech (CDIA+)

Microsoft Microsoft Certified Prof. (MCP)

Microsoft Microsoft Certified System Engineer (MCSE)

Microsoft Microsoft Certified System Admin. (MCSA)

SonicWALL Certified SonicWALL Security Admin. (CSSA)

CompTIA Server+

Microsoft Microsoft Certified Professional + Internet

CompTIA Security+

Cisco Cisco Certified Network Assoc. (CCNA)

Institute Certification

Novell Certified Novell Admin. (CNA)

CompTIA Certified Technical Trainer (CTT+)

Novell Certified Novell Engineer (CNE)

Cisco Cisco Certified Design Assoc.(CCDA)

Microsoft Microsoft Certified Database Admin. (MCDA)

Linux Red Hat Certified Engineer (RHCE)

Linux Linux+

(ISC)2 Certified Information Systems Security Prof. (CISSP)

Citrix Citrix Certified Admin. (CCA)

CompTIA Project+

Certifications Promote Understanding

Teknforce Proactive IT Services Profile

Business sensitivity to critical business data Technology is central to running business Unpredictable monthly IT bills Contract with an IT service provider No full-time IT resource in-house Network reliability and uptime are essential to

running business Lack of IT budgeting/forecasting Minimal or no 3 year technology plan Inability to recover from an IT disaster

Are you running your IT or your business?

According to Gartner, the average small to

medium-sized business experiences

an average loss of $1200 of revenue per hour due to a network

outage.

According to Gartner, the average small to

medium-sized business experiences

an average loss of $1200 of revenue per hour due to a network

outage.

Do you fit this profile?Do you fit this profile?

Proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform.

Proactive vs. reactive network management

Established and predictable cost/month

Remote/automated solutions Scalable Backed by Teknoforce

Teknoforce Proactive IT Services

Teknoforce Proactive IT Services

24 x 7 Remote Monitoring

Remote Desktop Support (8am-5pm)

On-Site Support (8a-5p)

Ticket Management

Anti-Virus Software

Anti-Spyware Software

Desktop Patching (Hotfixes)

Desktop Operating System Updates (Service Packs, etc.)

Monthly Maintenance

Proactive Workstation Optimization

 Third Party Software Updates

Back-Up and Disaster Recovery

Reactive vs. Proactive Support Benefits

Reactive (Today)• Diagnose & remedy via human

intervention• Snapshot in time reporting of

outages • Variable monthly expenses• Network is open to system

viruses and attacks• Delays in response time

Proactive (Your Future)

• Automated help-desk, monitoring, diagnostics, and remediation

• Intelligent learning system provides for system adjustments based on patterns & usage

• Single management portal

• Comprehensive web-based reporting capabilities

• Predictable/forecastable monthly expenses – per workstation/ server

Reduce your overall IT costs with proactive management

Example:

On-site visits, unplanned calls

+ Workstation refreshes, patches, defrags

+ Inability to collaborate

+ Recovery time from server crashes

+ Replacement due to unforeseen breaks

= Total IT Costs

Monthly IT Support Costs + Slow performance + Reduced functionality + Increased risk + Unbudgeted capital expenses

= Total IT Costs

Consider Your IT Costs Today

Increased efficiency

12

Teknoforce Proactive IT Services Value

Faster/better network performance

• Greater employee productivity

• Peak network performance • Enhanced data protection• Business continuity Reduced TCO

• Extended equipment life• Reduced overhead• Network reliability • Greater up-time• Greater employee

productivity

• Greater employee productivity• Network scalability • Energy efficient operations • Transparent network

management • Improved executive decisions

Predictable Monthly Costs

• Expense budgeting Forecasting accuracy

• No expensive/unanticipated break-fix Costs

• No additional/IT staff costs

Teknoforce Proactive IT Services for your peace of mind

Reduced Downtime• Instant desktop / server

Support • Network reliability • Reduction in major problems • Accountable IT service

agreements• Greater employee productivity

The Four CornerstonesProactive Technology ManagementMaintenance and monitoring processes ensure that your INFRASTRUCTURE – servers and workstations - is running as smoothly as possible.

• Reduce Issues• Faster, better Performance• Predictable costs• Extended equipment life• Reduced repair and maintenance costs

Network AdministrationThis service is about supporting, where automation isn’t able to your INFRASTRUCTURE. Monthly / quarterly on-site visits and technology checklists ensure your systems meet best practices.

• Increase efficiency• Provide predictable costs• Extend equipment life

Technology ConsultingProves STRATEGY and EXECUTION. A certified technology expert will review all areas – toolset, best practices, documentation, issues, and provide you with a technology summary and roadmap for the future.

• Predictable costs• Extended equipment life• Reduced repair and maintenance Costs

Reactive SupportFocused on SUPPORT, there is one number to call, or use our portal to open a ticket. Our Teknoforce team provides expert technical assistance and around-the-clock network support with nationwide coverage for any size organization – small to big. Teknoforce offers what few others can.

• Increased efficiency• Reduced downtime• Predictable costs

Remote Review event logs Perform Microsoft updates Verify documentation Evaluate life cycle of machines Review alerts & tickets Verify security settings Verify availability of firmware

updates

Proactive Technology ManagementOn-site Verify hardware LED indicators Review labeling of equipment Test UPS Update network diagrams Note environment Restart server Review monitoring alerts

Monthly remote and on-site task lists include, but are not limited to:

Network AdministrationUse of monthly /quarterlytechnologychecklist to:

review best practices - security, exchange, how to manage data, active directory, etc.

develop action lists that enable best practices

respond to issues

Server ChecklistHardware

Grouping Task Type FrequencyOnsite/ Re

moteAfter/ Business HRS

Physical Check status of all hardware LED indicators (L) Monthly OnsiteBusiness

HRS

Evaluate environmental conditions and note (L) Monthly OnsiteBusiness

HRS

Docs Update network diagrams (M) Monthly OnsiteBusiness

HRS

Review any labeling/documentation changes (L) Monthly OnsiteBusiness

HRS

UPS Test UPS load and operation by unplugging power (L) Monthly Onsite After HRS

View call history. View open and closed tickets

Reactive Support

Technology ConsultingTechnology Summary provides a roadmap for the future. Enables:

planning

budgeting

forecasting

Sample Executive Summary

Health Score Ticket overview Disk space used Operating systems Patch status Alarm notifications License summary How to read report

BeforeBefore AfterAfter

Service Offerings by Cornerstone

Workstation Service Offerings

Teknoforce Proactive IT Services for Workstation

Basic Plus Premium

24 x 7 Remote Monitoring

Remote Desktop Support (8am-5pm)

On-Site Support (8am-5pm)

Ticket Management

Anti-Virus Software

Anti-Spyware Software

Desktop Patching (Hotfixes)

Privileged Desktop Operating System Updates (Service Packs, etc.)

Proactive Workstation Optimization

Privileged Third Party Software Updates

Remote Maintenance

Technology Plan

Consulting

File, Folder and Share Administration

Monthly Report

Server Service OfferingsTeknoforce Proactive IT

Services for Server Basic Plus Premium

24 x 7 Remote Monitoring

Remote Desktop Support (8am-5pm)

On-Site Support (8am-5pm)

Anti-Virus Software

Anti-Spyware Software

Server Patching (Hotfixes)

Ticket Management

Privileged Server Operating System Updates

Disk & Storage Monitoring

Active Directory Administration & Maintenance

File, Folder and Share Administration

Security Administration

Remote Maintenance

Network Policy Enforcement & Administration

Privileged Third Party Software Updates

Technology Plan

Consulting

Monthly Report

Customer Needs Features

Integrated help desk

Comprehensive reporting

Flexible customer setup

Rapid deployment

Ticket management & customer portal

Automated remediation

24x7 automated remote monitoring

24x7 Teknoforce Help Desk & MSOC

Remote desktop support

On-site support: 1700 certified technicians

Nationwide coverage

Per Workstation/Server monthly charges

Monthly maintenance & automated remediation

Network scalability

Faster (better) performance

Reduced downtime

Extended equipment life and

reduced repair and maintenance costs

Predictable costs

24x7 remote monitoring

Anti-Virus / Anti-Spyware software

Desktop patching

Desktop operating system updates

Monthly maintenance

Increased efficiency

Proactive workstation optimization

Back-up and Disaster Recovery

Optional hardware/services

Greater employee productivity

Peak network performance

Enhanced data protection and business continuity

Energy efficient operations

Greater employee productivity

Peace of mind

Network scalability fast employee on-ramp

Energy efficient operations embracing corporate responsibility towards “Green” initiatives

Transparent network management resources Assigned to their area of expertise

Faster and more knowledgeable executive decision making quick access to reports

Instant desktop / server support higher employee productivity

Peace of mind

Network reliability higher employee productivity

Reduction in major problems reducing extended downtime

Enhanced data protection and business continuity

Accountable IT service agreements SLA based

Expense budgeting and forecasting accuracy

Removal of expensive and unanticipated break-fix costs

No additional/IT staff costs to manage network

Increased infrastructure ROI reduced overhead

Network reliability and peace of mind

Greater up-time employee productivity

Benefits

Your Benefits

Nationwide Coverage

Additional TEKNOFORCE™ Offerings

Partnerships

Our Partners

Ricoh TEKNOFORCE™ surrounds our customers with an all-in-one solution that helps to drastically improve business processes while minimizing costs.

Disaster Recovery

Proactive IT Services

RemoteMonitoring

ManagedSecurity

PrinterMaintenance

NetworkDesign

Desktop Support Helpdesk

Hardware

ITConsulting

CertifiedTechnicians

RemoteMaintenance

Our Our CustomersCustomers

Ricoh – Your Total Service Provider