Managed IT Solutions More Reliable Networks Are Our Business

Managed IT Solutions
More Reliable Networks Are Our Business

The IT Support Department, LLC
Info@itsupportdept.com
Tel: 800.681.5470
Tel: 318.747.0465
Copyright © 2009 The IT Support Department, LLC. All rights reserved.
Copyright © 2005 Primetime, Inc. All rights reserved.
Agenda
• Introduction
• IT Challenges
• Problems with Traditional Approaches
• Details of the Managed IT Solution
• The Benefits of Fully Managed Support
• How it Works
• Q&A

About Us
• Pre-eminent Managed Service Provider
– “Provide organizations with predictable, business-focused IT services that
optimize operations, manage risk and deliver measurable business value to our
customers.”
• The Company
The IT Support Department is a Managed IT Solution Provider located in Bossier City, Louisiana.
The company offers a full range of IT services, customized to any businesses needs at an
affordable rate. We can be your very own IT department or supplement your already existing IT
staff. From assessment to design, implementation to maintenance, problem resolution to on-
going help desk support, we will meet and exceed the requirements of any businesses IT
infrastructure.
• Comprehensive Services Offerings
– Customized IT Solutions
– Infrastructure Management
– Consulting
– More
• Capable
The Companies state of the art technology allows it to deliver the best service to our clients for
the least cost – and report with unprecedented detail.
– Lightning-fast remote control and remote management
– Remote monitoring and managing of any IP-enabled device from a single dashboard
– Distribute software, apply patches, execute scripts, track assets and more

IT Challenges
• Unpredictable, Costly Downtime

– Staff and corporate productivity are impacted
• Managing IT Costs
– Overages, surprises and unpredictable IT support costs
– Frustration with inability to accurately budget for IT
• Paying for Downtime
– IT service provider makes money when vital elements of your
network have failed or need service and repair
• Management Effort
– Expense and effort of hiring and managing an internal IT support
staff
• Risk and Exposure
– Security vulnerabilities
– Data loss or theft
– Compliance uncertainties
• Strategic Issues
– Lack of accountability or ownership of problems
– Lack of optimization

Frustrations with Traditional IT Services
Frustration Cause
Lack of accountability
• No single, responsible entity for • No service agreements
IT management and planning • Multiple providers and vendors
Unpredictable IT costs • Billable response, billable

• IT support cost fluctuations maintenance, billable requests and
impact budgeting and planning overages
Chronic IT issues
• No problem management system
• Similar incidents happen again
• No ability to conduct proper
and again
trending and issue avoidance
Downtime costs • Improper or no preventative
• IT interruptions or failures cost maintenance plan
time, money and productivity • Failure to employ redundancy
Misaligned objectives • Service provider benefits from a
• IT provider and client’s business network that keeps breaking and
needs don’t match requires reactive support

Low commitment
IT Support Cost Comparison Little included
Other
Managed Solution
Solution
Monthly contract $300 $1,500
Additional reactive
$1,100 $0
support
Downtime cost $1,000 $150
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

All figures above are monthly
Required items such as user
IT Support Cost Comparison support, desktop support, and
network management
Other
Managed Solution
Solution
Additional reactive
$1,100 $0
support
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

Little or no preventative
maintenance means downtime
IT Support Cost Comparison isn’t avoided. One incident can
cost thousands
Other
Managed Solution
Solution
Additional reactive
$1,100 $0
support
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

Emergency response is 100%
IT Support Cost Comparison billable, and often at inflated
hourly rates
Other
Managed Solution
Solution
Additional reactive
$1,100 $0
support
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

Customer requests, configuration
IT Support Cost Comparison changes, and exceeding support
blocks
Other
Managed Solution
Solution
Additional reactive
$1,100 $0
support
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

IT partnership contract for a fully
IT Support Cost Comparison managed solution
Other
Managed Solution
Solution
Additional reactive
$1,100 $0
support
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

All response activities are included
IT Support Cost Comparison with the contract
Other
Managed Solution
Solution
Additional reactive
$1,100 $0
support
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

Maintenance and optimization
IT Support Cost Comparison
reduce downtime failures by 85%
Other
Managed Solution
Solution
Additional reactive
$1,100 $0
support
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

All required emergency support is
IT Support Cost Comparison included with the contract
Other
Managed Solution
Solution
Additional reactive
$1,100 $0
support
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

There are no billable overages in
IT Support Cost Comparison our fixed fee program
Other
Managed Solution
Solution
Additional reactive
$1,100 $0
support
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

IT Support Cost Comparison
Other
Managed Solution
Solution
Monthly contract Managed

$300 Solution provides
$2,500 an
optimized, stable, safe IT
Additional reactive environment for less total$0cost
$1,100
support than a basic Responsive
Solution
Emergency
$300 $0
support
Overages $250 $0
TOTALS $2,950 $1,650

Downtime Cost
Downtime Illustration Example:

• File server failure at a 20-user law firm
– For eight hours, employees do not have access to
their client records, forms, document assembly and
case management resources
– The firm’s partners and associates have a typical
average utilization rate of 70% (billable time)
– During the course of this failure, they can only work
at 30% of the normal level of productivity
– Service provider begins remediation two hours after
failure

Downtime Cost
Downtime Illustration Example:

• Legal partners (4) bill themselves out at $250/hr
– Utilization rate = 70% so effective billing rate is $175/hr
• Associates (10) bill themselves out at $140/hr
– Effective billing rate = $98/hr
• Downtime Incident Cost Calculations:
– 6 hrs of technician time to fix the server: $600 (6%)
– 4 partners’ lost billing at 30% utilization: $3,920 (39%)
– 10 associates’ lost billing at 30% utilization: $5,488 (55%)
TOTAL COST OF DOWNTIME INCIDENT: $10,008(100%)

The Solution – Managed Services
• One monthly fee for total IT support

• A true IT partnership
• A comprehensive solution to manage devices,
network, users, desktops, security and data
• Structured response and maintenance agreement
• Constant information from the network
• Support plan that is tailored to customer needs
• Strategic approach to IT management, built on a
solid tactical execution
• Total alignment of client and provider’s goals

Managed IT Solution – How It Works
Customer Network IT Management:
• Unlimited network support
(LAN,WAN,VPN)
Network Management Services

• Unlimited server maintenance
• Monitoring devices and
applications for performance,
predictive failure and trending
• Advanced security services
• Data backup and recovery
services
• Asset and warranty management
and control
• Move/Add/Change projects
• Unlimited workstation support
• Virtual CIO consulting and reports
Service Desk:
• Unlimited Remote Network Support
• Technician Dispatching
• Unlimited Emergency Support
• Unlimited End-User Helpdesk

Managed IT Solution – Benefits
• Total cost predictability

– A single monthly fee gets you a complete IT solution
– Lower total cost of ownership and management
• System reliability and performance
– Prevents issues, reduces downtime impact and duration
• IT spending focused on issue avoidance and
service optimization rather than ‘fighting fires’
– Through unlimited preventative maintenance
– When needed, highest level of response to issues
• Improved security
– Minimize risk of intrusion, data theft and lost productivity
• A complete, outsourced IT management solution
– Focus on your core competence and not your network
– Less than hiring an IT staff internally

Managed IT Solution – About
• Managed IT Services Solution:

– Customized solution to best support your business needs
– Initial project to stabilize and baseline IT resources
– 24x7 performance monitoring of your key devices, applications and
IT resources
– Remote and onsite maintenance services
– Highest call priority over standard customers
– Comprehensive reporting, analysis and consultation
– Greater transparency into IT performance, trends and planning
• Addresses:
– Network and system stability and safety
– Security plan and services
– Desktop services
– Helpdesk services for users
– Data protection through backup solution
– Effective planning for functionality and capacity and performance
– Application support with 3rd party vendors

Managed IT Solution Details
Managed Offering – Feature Details
Feature Description
• Preventative maintenance plan on servers, workstations and all

network devices
• Response to any network issues that arise
Unlimited Support
• Emergency rapid response and after hours availability
• End-user access to our highly-trained technical support staff
• Asset, license and warranty management
• Firewall and Perimeter Management
• Antivirus Management
• Spam and Virus Mail Filtering
Advanced Security
• Vulnerability Scanning and Remediation
Management
• Security Policy Creation and Enforcement
• Specialized Security Reporting
• Wireless and Remote User Security Management
Storage and Recovery • Backup Management
Management • Remote Data Vaulting and Other Custom Storage Solutions
• Report and recommend on chronic and acute issues
• Planning for avoidance of both acute and chronic issues
• Incident and maintenance review
Virtual CIO
• Capacity, migration, asset refresh strategy and planning
• Ongoing IT budgeting assistance and consulting
• Recommendations for changes to support plan

Preventative Maintenance
Unlimited Maintenance
Scheduled maintenance
activities on servers, desktops
as well as other devices and
applications.
Benefits
Minimized downtime
incidents, optimal stability and
reduced security risks.

Monitoring
24x7 Performance Monitoring

Continuous monitoring of
selected devices and
applications alerts us to
impending problems and
allows for thorough analysis of
issues.
Benefits
Avoid many disruptive
incidents and reduce
remediation times. Build data
for trending and analysis.

Data Protection
Backup and Recovery

Services
Comprehensive, managed
disaster recovery and data
protection plan.
Benefits
Protects and quickly
restores your corporate
data.

Security
Security Services
Security configuration,
firewall management, policy
enforcement, antivirus, anti-
spam, vulnerability scanning,
data encryption, secure
email and other security
services.
Benefits
A secure perimeter, safe
data and an ongoing and
adaptive IT security plan.

Desktop Management
Desktop Management
Optimal configuration,
preventative maintenance,
performance monitoring,
application compliance and
response to issues.
Benefits
Stable, secure desktops that
keep users productive and
their data safe.

Outsourced CIO and Reporting
• Business services examples

– Emailing clients
– Sales
– Accessing client files
– Accounting and receivables
– Graphic design
• Technology that supports
business services
– Hardware
– Operating systems
– Applications
– Network environment
– Users
• Areas to make changes
• Link IT performance to
business impact
• Strategic IT planning

Can You Afford Not To?
• Increase
– Client and user service level and quality
– System uptime and performance
– Staff productivity
– Cost predictability
– Alignment of IT to business needs
– Transparency into IT performance
• Reduce
– Total cost of IT management
– Security and compliance exposure
– Risk of catastrophic data loss
– Emergency IT issues
– Downtime and lost productivity costs

Next Steps
• Technology and business IT assessment

• Solution proposal

Thank you
The IT Support Department, LLC
www.itsupportdept.com
318.747.9465
1.800.681.5470
info@itsupportdept.com

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Managed IT Solutions

More Reliable Networks Are Our Business

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

• Unpredictable, Costly Downtime

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

Unpredictable IT costs • Billable response, billable

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

Monthly contract $300 $1,500

Downtime cost $1,000 $150

TOTALS $2,950 $1,650

Monthly contract $300 $1,500

Downtime cost $1,000 $150

TOTALS $2,950 $1,650

Monthly contract $300 $1,500

Downtime cost $1,000 $150

TOTALS $2,950 $1,650

Monthly contract $300 $1,500

Downtime cost $1,000 $150

TOTALS $2,950 $1,650

Monthly contract $300 $1,500

Downtime cost $1,000 $150

TOTALS $2,950 $1,650

Monthly contract $300 $1,500

Downtime cost $1,000 $150

TOTALS $2,950 $1,650

Monthly contract $300 $1,500

Downtime cost $1,000 $150

TOTALS $2,950 $1,650

Monthly contract $300 $1,500

Downtime cost $1,000 $150

TOTALS $2,950 $1,650

Monthly contract $300 $1,500

Downtime cost $1,000 $150

TOTALS $2,950 $1,650

Monthly contract $300 $1,500

Downtime cost $1,000 $150

TOTALS $2,950 $1,650

Monthly contract Managed

TOTALS $2,950 $1,650

Downtime Illustration Example:

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

Downtime Illustration Example:

TOTAL COST OF DOWNTIME INCIDENT: $10,008(100%)

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

• One monthly fee for total IT support

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

Network Management Services

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

• Total cost predictability

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

• Managed IT Services Solution:

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

Managed Offering – Feature Details

• Preventative maintenance plan on servers, workstations and all

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

Copyright © 2009 The IT Support Department, LLC. All rights reserved.

24x7 Performance Monitoring