“Building Cost-effective

and Crisis-free IT”

Welcome to

Maury Weinstein

President

System Source

410-771-5544 x4319

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Building a Cost Effective and Crisis Free IT Team

Learning from our 145,000 Completed IT Support

Tickets and 13,750 Satisfaction Surveys

Security Lessons from Verizon's Analysis of 42,000

Security Incidents

Reducing Your IT Costs

Evaluating Managed IT Services

Cloud Strategy

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 =+ Outsourcing

+ Automation

+ Personnel Utilization

+ High IT Maturity Level

+ Controlling Personnel Costs

+ Removing Costs from Resolution Path

+ Smart Investing

+ Minimizing Number of Vendors

Assigning Responsibilities for Run, Grow and Transform

If it hasn’t arrived by 12:15

Please double check with your receptionist

Then call / email Tracey Maranto:

tmaranto@syssrc.com OR 410-771-5544 x4355(we are recording the webinar – so don’t think twice about stepping away

for a few minutes to go pick it up at your front desk!

We Hope You

are Enjoying

Your Pizza!!

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.

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 (Professional

Affordable IT)

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

Office 365 (SaaS)

Amazon Web Services (IaaS and DaaS)

Workstation replacement cycle study

Gartner Hype Cycle

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 Year 6 Cloud Savings Year 7 Cloud Savings

(11,386)$ 46,506$ (360)$ (360)$ 46,506$ (360)$ (360)$ 46,506$

Savings Through Year X 35,120$ 34,760$ 34,400$ 80,906$ 80,546$ 80,186$ 126,692$

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Totals

Traditional On-Premise Deployment

Hardware (Including Server Licensing)

Exchange Server Hardware 8,934$ 8,934$ 8,934$ 26,802$

SharePoint Server Hardware 13,152$ 13,152$ 13,152$ 39,456$

Lync Server Hardware -$ -$ -$ -$

Licensing

Exchange CALs 4,080$ 4,080$ 4,080$ 12,240$

SharePoint Standard CALs 5,700$ 5,700$ 5,700$ 17,100$

Lync CALs -$ -$ -$ -$

eCAL -$ -$ -$ -$

Office Pro Plus -$ -$ -$ -$

Support

Exchange User Support 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 35,028$

SharePoint User Support 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 5,004$ 35,028$

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

Consulting and Migration

Exchange Migration Costs 7,500$ 7,500$ 7,500$ 22,500$

SharePoint Migration Costs 7,500$ 7,500$ 7,500$ 22,500$

Office Migration Costs*

Administration

Exchange Administration 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 31,500$

SharePoint Administration 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 4,500$ 31,500$

Lync Administration -$ -$ -$ -$ -$ -$ -$ -$

Total 65,874$ 19,008$ 19,008$ 65,874$ 19,008$ 19,008$ 65,874$ 273,654$

Cloud Based Deployment

Microsoft O365 Fees 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 5,760$ 40,320$

O365 Enhanced User Support 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 10,008$ 70,056$

Enhanced Server Support 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 3,600$ 25,200$

One-time Migration Costs- Exchange 3,886$ 3,886$

One-time Migration Costs- SharePoint 7,500$ 7,500$

One-time Migration Costs- Lync -$ -$

Total 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 19,368$ 135,576$

(11,386)$ 46,506 (360) (360) 46,506 (360) (360) 46,506 138,078

User Count

60

SAVINGS

ANALYSIS

Common Sense Purchasing

Where’s the bottleneck?

Track contract renewal and notice periods

“Sleep” versus “normal” savings is $25/year for 16

hours a day (plus HVAC savings)

Archive email or automatically prune for free?

Email continuity - 11¢/user/month (with spam filter)

Internet backup - $249 plus cell data

Local, warm sites for virtualized servers- $357/month 6 VMs, 1TB with 1 backup and 7 rollback points

Office 365 Your Microsoft license expense should benchmark

against a $5/user/month standard (<300 users)

Office 365 Skype for Business might be the standard

finally replacing business travel time/expense

AWS Costs Trending Lower Turn off when not using

Scale larger/smaller easily

Massive AWS scale

Pay only for storage used

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 ConsolidationServer sprawl can occur when engineers add a server for each new

application. Though this makes configuration and test easier pre-

production, consolidation may yield long term cost savings for:

Domain Controllers – who needs extra Active Directory

synchronization traffic anyway?

SQL servers – a properly scaled system can handle > couple

databases

Remote Desktop (RDS) or Citrix servers

Web servers

Stop when further reduction either:

Lowers redundancy below your risk tolerance

Impact performance below user expectations

Inexpensive Trainingranked roughly by expense

Microsoft Software Assurance

Government Training Funds

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 versus live classroom

training

Recorded or Live Webinars

Demonstrations Sessions $37/student for 60

Microsoft Official Courses OnDemand

Private Group Training $126/student for 24

Managing Multiple Vendors is Expensive

Formula for Crisis-free IT =+ Proactivity

+ Security Prioritization

+ Recovery Objectives

+ Benchmark Uptime

I know which

computer has a

virus!

Proactivity Reduces Crises

Prioritize Security Purchases

Prioritize Security Purchases - HealthCareBackups

8.1 (High) - Ensure that 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 that (1) focuses only on the

methods commonly used in intrusions that can be blocked through individual action, (2) is

delivered in short online modules convenient for employees (3) is updated frequently (at least

annually) to represent 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 and XP)

5. Proofpoint spam filtering and spooling report

6. Symantec Enterprise Protection risk report

7. Report showing passwords not changed in 90 days

8. Password policy

9. Log retention policy settings

10. Office 365 distribution and security list scans

11. Office 365 security score

12. Screen lock settings

Implementing Recovery Time & Point ObjectivesRecovery

Scenario:

Recovery Point Objective

(RPO)

Recovery Time Objective (RTO)

Short (hours)

RTO - Medium

(less than 1 day)

RTO - Long

(multiple days)

Single Server

to last backupVirtual Machine backed up locally

with Veeam

Backup Exec to disk for VMDK

Backup Exec to disk for

physical servers

Tape backup

Cloud backup

to last replication interval

Virtual Machine with vSphere

Replication

Veeam Replication

SAN snapshot

Zerto Replication to AWS

NA NA

Multiple

Servers

to last backup NA

Backed up locally with

Veeam Backup Exec to

disk for VMDK

Backup Exec to disk

for physical servers

Tape backup

Cloud Backup

to last replication intervalVirtual Machines with vSphere SRM

Veeam Replication

SAN snapshot

vSphere Replication w/o

SRM

Zerto to AWSCloud Backup

Individual

Itemto last backup

Virtual Machine backed up with

Veeam Enterprise

Backup Exec with GRT and

applicable agent to disk for virtual or

physical servers

Cloud Gateway

NATape backup

Cloud backup

A

B

$100/pp/day average

downtime cost at 50%

productivity loss

Benchmarking UptimeI’m

exceeding

my SLA

I’m having

trouble

meeting

my SLA

Measuring Progress Un-benchmarked processes always bring savings

(especially first time!)

Metrics can be constructive or destructive

User Productivity

Client Satisfaction

Performance Reporting

Goal: Increasing User ProductivityTickets Per Workstation Per Business Day

Reducing 36% of tickets at $25/pp/hour average downtime cost

saves $62/pp/year assuming 1 hour of downtime per request

-36%

0.0000

0.0050

0.0100

0.0150

0.0200

0.0250

0.0300

0.0350

0.0400

0.0450

Series2 3 per. Mov. Avg. (Series2)

All Clients

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%93%

92%94%

95% 95% 94%91%

93% 94% 95%97%

93%94% 94%

95% 96%94%

97% 95% 95%94% 95% 95% 95%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul-15 Sep-15 Nov-15 Jan-16 Mar-16 May-16 Jul-16 Sep-16 Nov-16 Jan-17 Mar-17 May-17 Jul-17

System Source Managed Service Satisfaction ScoresAll Clients

Based on > 4000

responses annually

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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