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Should You Contract Out Your Nonprofit's Tech? IT Assist and Managed Services
With Linda Widdop, Tech Impact and Cameron Jones, TechSoup
October 11, 2016
. © TechSoup Global | All rights reserved2
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Presenters
Becky WiegandWebinar Program Manager
TechSoup
Linda WiddopDirector of Technology Services
Tech Impact
Cameron JonesVice President of Technology
Solutions and Services
TechSoup
Assisting with chat: Susan Hope Bard, TechSoup
. © TechSoup Global | All rights reserved5
Objectives
• General understanding of what “managed IT services” means
• Review key options for types of IT management for your organization
• Gain questions to ask and considerations for evaluating managed IT offers
• Learn ways to bring down IT costs through newer technology models
• Hear about IT Assist
• Answer questions!
6
About TechSoup
. © TechSoup Global | All rights reserved7
The Need Is Global – And So Are We• TechSoup’s mission is to build a dynamic bridge that enables civil society organizations and social
change agents around the world to gain effective access to the resources they need to design and implement solutions for a more equitable planet.
Countries Served TechSoup Partner Location NetSquared Local Group
Where are you on the map?
. © TechSoup Global | All rights reserved8
www.TechSoup.Global
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Our Impact
Together, we build a stronger, more resilient civil society.
$5.4Bin technology products and grants employed
by NGOs for the greater good
35languages used to provide education
and support
100+corporate and
foundation partners connected with the
causes and communities they
care about
6.2Mannual visits to our websites
600,000newsletter
subscribers empowered with
actionable knowledge
79%of NGOs have improved organizational efficiency with TechSoup Global's
resource offering*
*Source: survey conducted among TechSoup members in 2013
. © TechSoup Global | All rights reserved10
Participant PollYour current technology/IT is managed by:
• A dedicated IT team whose full-time job is managed tech
• A single full-time IT person
• A person who manages IT as one part of their overall job
• A person or people with no real IT experience, reacting to problems
• An independent IT contractor
• A managed IT service
• A bunch of managed IT services, responsible for different pieces or components of your IT
• A volunteer
• A board member
• A family member
• No one
• Other (comment in chat)
Managed IT Services, IT Assist, & Outsourcing Your IT SupportHow we are engaging and serving our primary customer segment
Cameron & Linda, August, 2016
. © TechSoup Global | All rights reserved12
IT Support – What It’s Supposed To Look Like
• Maintenance: PC, Server & Network• Remove cookies / Temp files • Defrag hard drives• Update Anti-Virus definitions• Install Windows updates / security patches• Install application updates• Review log files• Check router and Firewall logs• Service printers• Upgrade and replace switches and other networking gear
• Strategic IT Planning• Review current systems and make recommendations for new technologies or solutions• Understand future operational needs and how IT will be called on to support them • Hardware and software inventories and audits on a regular basis to ensure compliance
. © TechSoup Global | All rights reserved13
Supporting the Mess: What Nonprofit IT Support Often Looks Like
• Provides mostly reactive support• Mainly keeps the hardware running• Spends a lot of time chasing down issues• Relies on grants to upgrade systems• Never gets on top of things enough to
think about strategic IT issues
. © TechSoup Global | All rights reserved14
•In house staff that knows a little about IT and is tasked by their peers to fix issues. Also has another full time job with the organization.Accidental Techie
•Organization has an actual staff person who is in charge of IT equipment and activities.In-House IT Staff
•Someone the Accidental Techie can call when things get too complicated. Usually billed as an hourly call to fix a specific problem.
The IT Contractor
•Has a staff of IT people who can be dispatched. Contracts come with a “Bucket of hours” that can be drawn down over a specific timeframe. May also provide some planning services and a helpdesk.
The Firm
•An IT partner for your organization, both supports day-to-day issues, monitors systems, and advises on strategic IT decision making.
Managed Services
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What if the Accidental Techie or in-house IT person gets in over their head?
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5 Signs You Have Outgrown Your Accidental Techie
• When things go wrong with your IT you either:• Try getting friends/family/board members/volunteers to help out • Hire an expensive consultant which blows your IT budget
• Your IT support strategy is the "break and fix" model – reactive instead of proactive
• Your infrastructure is not being maintained - printers go on the blink; the website keeps going down; email sending is unreliable; your hardware and software is getting old and crashy.
• Your accidental techie staff is spending more time fixing IT problems than focusing on program work and top priorities
• You realize the hourly cost of downtime and operational interruption is so much more than a technician’s hourly rate
• You just want it all to work and not have to think about it!
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Changing Times Changing Funder & Community
Expectations Changing Technology Options
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Changing Funder and Community Expectations
Way Back“we do good”
Recent“we served 60”
Yesterday“we now serve 84”
Now“helping those 84
also to…”
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Way Back Technology
• Desktop computers• Running old software, expensive to replace
• Server• Expensive to purchase, needs maintenance, backup and replacement/upgrade
• Databases• Installed locally, outdated, expensive to purchase/upgrade
• Phone Systems• Don’t get me started – expensive to maintain, limited functionality
• Support• The IT guy working in the server room, keeping old equipment running, trying to keep the
network connected
Way Back“we do good”
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Now Technology
• Board and Funders want to support high performing orgs with measurable outcomes.
• Technology needs to support that performance and outcome measurement
• Mobility users are on the go – need access to information• Agility programs are changing – need systems to be flexible• Metrics org, consumer, and community level – need reports and dashboards
Now“helping those 84 also to…”
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New Support Needs
• Data drives your business – it is your money maker
• Data systems require a different kind of expertise
• Users need constant training
• Systems require changes
• Someone needs to understand business, billing, metrics to turn data into information
. © TechSoup Global | All rights reserved22
How Does Tech Help? (Hint: it’s in the sky, puffy, and looks like this )• Mobility – users gain access to information hosted on cloud, accessed by
WiFi or mobile device
• Agility – subscribe to cloud systems, onus on vendor to upgrade and adapt to customer requests. Do not need to wait 5 years to replace in-house server and systems.
• Metrics – data systems tuned to provide dashboards and flexible reporting
. © TechSoup Global | All rights reserved23
How Do We Get There?
• Outsource the mundane IT Support
• Invest in a CIO role to guide planning, decisions and budget
• Dive into Data to report outcomes
What Is Managed IT
Service?
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Outsourcing the management of all your IT to a third party
Gaining the expertise and support of an entire IT department for less than a full-time staff person
Managed IT Services
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Managed IT Services
• Helpdesk
• Managed anti-virus and malware monitoring
• System updates and maintenance
• Server monitoring and alerting system
• System backup
Most managed IT service providers offer some combination of the following services:
. © TechSoup Global | All rights reserved27
The Financial Side of Managed IT Services
• Managed IT services pricing is usually based on the size and complexity of your office, including• Number of seats (computers)• Number of servers• Number of offices or locations
• Prices can vary from $40 to $150 per month per “seat”
• Monthly variation in billing can be driven by• Helpdesk support which is often charged separately or capped• Data backup (the more data you’re backing up daily the more cost)• On-site visits by IT staff
• Contracts are generally for 1 year increments
About TechSoup IT Assist
A managed IT service just for nonprofits
. © TechSoup Global | All rights reserved29
IT Assist• Serves only nonprofits and public libraries
• Provides support services virtually
• Works with existing accidental techies or IT staff
• Offers live, unlimited help-desk support
• Monitors security and performance
• Manages your system and backups
• Regular meetings with a technology expert for advice on: • Strategic technology planning• Hardware and software purchases• Budgeting best practices
• Includes a hardware update program
• Comes with a free one-year TechSoup Boost subscription
. © TechSoup Global | All rights reserved30
The Value Proposition of IT Assist to Our NPO Customers
We are a nonprofit serving only nonprofits and public libraries – we understand your
particular constraints and challenges
We’ve structured the offer to bring the highest quality of service at the lowest price
possible for NPOs.
We help bring down the cost of IT management through migration of servers to
the cloud, less expensive VoIP solutions, and strategic planning for data backup.
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www.techsoup.org/it-assist
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Participant Poll
• Are you interested in being contacted to learn more about IT Assist directly?• Yes• No
33
Questions?
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Learn and Share!
• Chat in one thing that you learned in today’s webinar or will try to implement.
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Upcoming Webinars and Events
• 10/13: QuickBooks for Religious and Faith-Based Organizations
• 10/18: Is the Cloud Right for You?
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• 10/20: Broadband Planning for Libraries: Enough Is Never Enough
• 10/25: Show Your Impact! Introduction to Data Visualization with Tableau
• 10/26: Idealware Technology Planning for Nonprofits and Libraries
• 10/27: What Microsoft's Cloud Services Can Do for Your Nonprofit
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