Overview
Managed services is the next step in the evolution of the outsourced IT service provider model. Currently, most service providers function on a break/fix time-and-materials basis. Often, this is not preferable to the client because a break/fix model cannot be budgeted for. Furthermore, it creates a negative perception of IT service. What images are conjured up when you think of your attorney? There are two primary reasons why a call to your attorney generally creates an overwhelming panic. One, it generally means that you have (or expect) a huge problem. Two, you wonder just how much it's going to cost you to pick up that phone. The break/fix model of IT service separates the provider from the client in the same way.
Managed services is the solution to the many problems of the break/fix model. The primary benefit is that it unites the provider and the client through common goals and integrated processes. Value and success is measured by performance rather than by time or effort. This methodology is significantly more beneficial for the client because the emphasis is on maximizing the productivity and reliability of IT resources. It also provides for consistent operational IT costs which can be easily budgeted for. The effect this has on your bottom line is significant. It reigns in your largest P&L line item, "Employee Salaries", and manages the line item you have the least control over, "IT Expense".
One pitfall does exists with this model if you currently have an internal IT department. The perception of managed services can lead to the belief that it can replace an existing IT resource and, technically, this is true. If you outsource your desktop support under a managed service contract then why would you continue to have Help Desk personnel on staff? However, managed services is about providing value not displacing employees. Long term IT success can only be accomplished through a process of continuous improvement. This, in turn, requires a corporate culture which has a positive program of change management. Therefore, we advocate leveraging displaced employees and retooling their skillsets to fill strategic roles. Ultimately, this achieves better results than internal staff or managed services can provide separately.
Proactive Network Monitoring
This is the base-level managed service offering. The first step to achieving IT high-availability is monitoring the various servers, devices and services on your network. This will alert you to potential problems before they develop into a system failure. Some of the most common failures, such as sluggish servers or slow internet connectivity, can be avoided simply by monitoring memory, CPU and bandwidth usage. As the baseline for each of these metrics increases in % utilization, a technician can add more capacity before the system becomes a bottleneck.
Desktop Support
A properly functioning computer is essential to the efficiency of your end users. We offer several desktop support plans which range from basic preventative maintenance to comprehensive remote and on-site support. This significantly increases the operational effectiveness of your end user computer systems.
Server Administration
Just like your desktop computers, servers need to be managed and maintained. Server and network device administration services provide full scale outsourced network management. This combines monitoring, proactive maintainance and reactive service (such as new user accounts) to ensure that your network is operating with a high efficiency.
Anti-Virus, Anti-Spam, Anti-Spyware and Internet Content Filtering
In 2004, the FTC estimated that 84% of all email traffic was spam. New viruses and malware are incessantly attacking your computer systems. There are few time sinks as large as that which is wasted sorting through spam, dealing with the effects of spyware and non-business usage of the Internet. Spam elimination is a delicate balancing act between denying unwanted mail while allowing valid messages. Unfortunately, no system is perfect but goals of 95%-99% reduction in spam with false positives of 1:10,000 are realistic. These services are also available as a network service. However, the anti-spam managed service has the added benefit of preventing the unwanted mail from entering your perimeter network and thus eliminates the internet bandwidth usage caused by this traffic. The off-site mail server can also function as a "store and forward" repository in case of routine downtime of your mail server or as a temporary replacement mail server as a part of a business continuity plan in the event of a disaster.
Managed Security
Security services are one of the most critical and expensive aspects of IT management. Multiple layers of firewalls, intrusion detection, intrusion prevention, DMZs and personnel to monitor and respond to attacks all add up to a figure way outside the budget of most SMBs. However, a managed security solution offers "turn-key" protection which can scale down to companies with as few as five to ten users. It can also provide valuable expertise for organizations under strict regulatory compliance.
Disaster Recovery
On-site tape backup is a useful tool to protect the availability of your data. Unfortunately, it is also an unreliable media, a security liability and can be time consuming to perform a complete restore. Over the past several years Internet-based backup systems have steadily moved from a novelty to a service which effectively complements on-site backup. With the advent of server virtualization, rapid disaster recovery and immediate business continuity can now be achieved. This is possible through continuous backup which creates a virtual network in a geographically disparate area. Even in the event of a total loss, such as a fire, your employees could access an up-to-date copy of their files and server applications immediately.