Transcript Managed Services Overview

Focus on Strategy
Leave Management to Someone Else
July 6, 2015
Why Are You Here?
Description
Exploration of a strategy that deploys resources on critical
and strategic initiatives, pushing IT asset management
outside of the core group. Too often, we are caught in a
reactive mode - finding ways to fight fires rather than drive
results and a future. This session will explain a strategy, as
well as explore cases where it has been implemented
successfully across a range of technology environments.
What You Will Learn
How agencies can leverage a model which gets out of
administration and reaction, rather focusing on projects,
results, and strategy.
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Who Are We?
Speaker
Eric Linxweiler
Senior Vice President, Managed Services Division
Logicalis
Seattle, Washington
Who’s Logicalis
Logicalis provides unique IT experiences by delivering the tools
you need to drive down costs, become more competitive, and
serve your customers better. We enable you to make your
business successful through technology.
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Your Speaker’s “Religious” Background
• I have a degree in Computer Science, and spent 12 years
as a billing consultant.
• My company makes money proving managed services.
• Technology as a screwdriver.
• I outsource oil changes, and in source lawn care.
• I’m mentally four years old.
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What is Strategy?
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What is Strategy?
• Concerned with the overall goals of an organization or
process (ITIL)
• A framework guiding choices for an overall purpose.
• The why you do something.
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What are Tactics?
• Carrying out of strategic initiatives.
• Tactical concerns are around how to achieve an
objective ,as developed in the strategy, and providing a
framework for the operational delivery. (ITIL)
• The science of maneuvering, methods and techniques to
achieve an end, projects and activities designed to
implement strategy. (McGraw Hill)
• The how you do something.
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World Class Performance
The world’s best performing organizations focus on what’s
important, skipping what’s not.
Are you world class?
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Valuable
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Required
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The Most Precious Organizational Asset
The single biggest asset IT organizations have is their human
capital. It is often underestimated, trivial to waste, yet easy
to leverage.
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Tactically Focused Organization
Focused on Day to Day Technology Operations
Strategic
5%
Strategy
Execution
15%
Reactive/Proactive
Management
Monitoring
Analysis Tuning
80%
Administration
Tactical
Network
Password Mngt
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Applications
Security
Database Admin
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Strategically Focused Organization
Focused on Business Strategy and Execution
Strategic
Leadership
Strategy
Execution
Planning
Executing
90%
Reactive/Proactive
Management
Monitoring
Analysis
5%
Tuning
Administration
Tactical
5%
Database
Networks
Security
Apps
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Managed Services Defined
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TECHNOLOGY IS GREAT… WHEN IT WORKS.
Knowledge workers are introducing new
technologies faster than enterprises can support
them. Bridging the gap between new and maturing
technologies poses the biggest challenge for
companies.
Top 10 IT Challenges, Gartner Group
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Complexity Drives Decisions
Next generation network roll out and
security outsourcing go hand-in-hand
While IP networks replace traditional,
securing them is of paramount
importance. The expertise to do this
doesn’t always exist in-house, and many
organizations are taking the outsourcing
route to adoption. For these reasons,
along with the eroding resistance to
outsourcing security, Datamonitor sees
significant opportunity in both these
areas. There is clearly scope here for
combining network and security offerings.
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What’s In A Word?
Outsourcing
Hosting
Co-Location
Managed Services
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Managed Services Overview
Managed Services is the providing of monitoring and management services for
critical IT infrastructure.
–
Providing quality, cost effective, global services to companies seeking
alternatives to technology self management
–
Providing the people, process and toolsets necessary to manage complex
technology on a subscription basis
–
Support for server, database, application, storage, network, and security
technologies
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IT Management Examples
Domain Specific Requirements
Network
Authentication &
Authorization Services
Router Security
Configuration
Router-based
Software Config.
Software Upgrades
Serial Link
Compression
Performance
Verification
Routing Protocol
Consultation and
Enhancement
Config. of Caching
Appliances and
Redirection Protocols
Sizing Management
Telco/Provider
Management and
Ticket Archival
Router and Switch
Crash Diagnosis
Config. and Testing
of OOB Console
Access
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Operating System
User Account
Management
Password
Management
Patch Management
Change
Management
Kernel Tuning
Performance Metric
Analysis
Capacity Planning
Automated Fault
Resolution
Proactive Problem
Resolution
File System &
Partition
Management
Queue Management
Vendor Management
Database
User Account
Management
Password
Management
Schema Object
Management
Database Security
Backup & Recovery
Management
Patch and Change
Management
Database
Optimization
Database Tuning
Capacity Planning
Fault Resolution
Vendor Management
Storage
File System
Creation/Deletion
Disk Space
Reallocation
Mirror Creation
Backup Assurance
Documentation and
Change
Management
Performance Mgmt
and Reporting
Space Management
Capacity Planning
Fault Resolution
Vendor Management
Change
Management
Level 1 Call
Management
Applications
Host and Application
Security
Security Log
Monitoring
Host Performance
Tuning
Server and Process
Monitoring and
Reporting
Startup/Shutdown
Automation
Backup Assurance
Application Log File
and Process
Monitoring
Fault Resolution
Vendor Management
Change Control
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ITIL Framework
Delivery
Management
Disciplines that ensure SLA
Processes that enable IT services
implementation & support
to be provided.
Customers
Release
Service Level Management
IT Services
Financial
Mgmt
Capacity
Mgmt
IT Service
Continuity
Availability
Mgmt
Service
Support
C
u
s
t
o
m
e
r
s
Service
Desk
Management
Configuration
Change
Incident
Management
Management
Management
Problem
Management
IT Infrastructure
Service Support
ITIL Provides a Process Oriented Way of Managing IT
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Who’s Adopting Managed Services?
Likely to Outsource in the Next Two Years
Source – Datamirror - 11/2006
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Adoption By Industry
Education Government Insurance
3%
3%
3%
Construction
3%
Retail
8%
Services
38%
Health Care
11%
Technology
14%
MFG
17%
Source: Logicalis
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Most organizations are already doing some form
• Payroll
• Healthcare
• Facilities
• Maintenance
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Benefits Possible
• Recover up to 70% of time spent administrating
• Become proactive – be able to plan your time
• Focus on value, not on maintenance or the present
• Reduce fire fighting
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The Real Question
How can you restore up to 70% of your staff’s time,
getting them to behave in a manner that provides
real value to your division and your “customer”?
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Getting Started
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Getting started with a managed services strategy
Seek first to understand
– Define what is strategic to your division
– Review your actions. Are they in line?
– Understand the scope of benefits possible
– Find “clean breaks”
– Explore options
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What is Strategic to your division?
• Do you have a strategic plan?
• Do you know where you want to be in 2 years? 5 years?
• Is your plan known?
• Do you know how you will achieve your plan?
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Are you behaving strategically?
• Are your actions helping to achieve your strategy?
• Are you actions providing real value, or are they sustaining
the present?
• Could your time be spent better working for “tomorrow”?
• Would your team agree?
• Are you focused on valuable stuff?
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What benefits are possible?
• Quantify your time.
• Could your time be better spent?
• Are you putting off what’s critical tomorrow to fight a fire
today?
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What can you handoff?
• Maintenance
• Particular IT solution support
• What is your staff’s biggest complaint regarding support?
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Explore your options
• Changing your support plans
• Finding a provider of managed services
• What will really restore time?
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What to look for in Managed Services Provider
Solid Tools, Techniques and Processes
Use of a fully integrated suite of tools deployed in an always-on
operations environment to monitor and manage every key indicator
relative to your environment’s health and performance.
Engineering Expertise and Experience
An engineering support team which carries an extensive list of
certifications and years of real-world experience. Available during your
hours of operation, usually 24x7x365
Tailored Services
An approach allows for customized support and management of
specific technologies (or even specific devices) - giving you complete
flexibility.
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Focus Now!
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Discussion
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Contact Information
Eric Linxweiler
Logicalis
13810 SE Eastgate Way, Ste 320
Bellevue, Wash. 98005
Phone:
425-201-8122
Email:
[email protected]
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Thank You!
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