Merit Event - Do You Need Help Managing Your IT

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Information about Merit Event - Do You Need Help Managing Your IT

Published on January 28, 2008

Author: meritnorthwest

Source: slideshare.net

Description

A recent British Chambers of Commerce survey indicated that many small and medium sized businesses have become increasingly dependent on IT. Although organisations have witnessed positive results from such investment many reported that they would benefit from impartial IT advice and guidance. Equally important was cost effective and immediate resolutions to IT related faults and problems.

In an effort to meet this need the Chamber has, with the ICT support group MERIT, been investigating the possibility of developing an IT Helpdesk facility. If operational the Helpdesk would provide a full range of IT support services, including:

• Telephone fault repair service desk:
Proving a full telephone support service dealing with issues as minor as “How do I mail merge” through to “My email system has just crashed and I can’t get it back”

• Remote access fault repair service:
A facility by which a trained engineer will remotely access your systems to diagnose and resolve problems. The customer controls access and permissions,

• Regular maintenance visits:
To ensure your systems are optimised, using the ‘Prevention rather than Cure’ philosophy, and to provide impartial guidance on future IT investments.

It is envisaged that this service would be particulars relevant to organisations who:

• Do not have an internal or dedicated IT recourse; or
• An organisation who has an internal IT recourse but who would like to provide additional support to this function.

It should be noted that this service would not replace any relationships with existing suppliers, it will instead act as a Virtual IT Department for the organisation, managing and taking ownership of problems until they are fully resolved. This will remove the headache of supporting your IT and let you concentrate on running your business.

After spending many months developing this service model we are now in a position where we would like to share our thoughts with interested parties from the local businesses community. With this in mind we would like to invite you to attend a lunchtime meeting at 12.30 p.m. – 2.00 p.m. on Wednesday 25th September 2002, in the Council Meeting Room, One Old Hall Street, Liverpool. The purpose of this meeting will be to explain the model and seek feedback and guidance on whether this service would be of value to your organisation.

We do hope you can attend this FREE event, wine and sandwiches will be provided. As a further incentive we are offering delegates the chance to win 6 months free IT Support.

If you would like to attend the event please complete and return the booking form or contact Ian Bulmer on 0151 285 1400.

Number One Old Hall Street Liverpool L3 9HG Tel. 0870 0140 194 Fax. 0870 0140 195 Web. www.merit.org.uk Life is full of mysteries, new technology doesn’t have to be one of them Virtual IT Department Wednesday 25th September

Introduction Stephen Connolly CEO MERIT

BCC IT Survey Out of the 2500 responses from Chamber members the following statistics were gathered: 97% of the companies use e-mail 57% of firms experienced a virus attack last year 42% of companies with 1-49 Employees have either an ADSL or an ISDN connection 40% of companies with 1-49 Employees received no IT training in the last 2 years 80% of the SME respondents said that IT problems made their days more stressful 84% cited IT failures as having a negative effect on productivity 47% of North West businesses surveyed said they had no dedicated IT staff .

BCC IT Survey

In Summary Companies have an increasing dependence on ICT There is an increased complexity with ICT (Leading to more training and system support requirements) Limited Internal support

The Proposed Service Explained Stage One - The Audit IT Equipment audited with configuration item number. A Network Diagram created. The audit transferred to a support system. The history of support is created Audit recommendations

Stage One - The Audit

IT Equipment audited with configuration item number.

A Network Diagram created.

The audit transferred to a support system.

The history of support is created

Audit recommendations

Network Diagram Hub/Switch ISDN/ADSL/Lease Line/Modem Internet CI: 80492001 CI: 80492004 CI: 80492002 CI: 80492003 CI: 80492006 CI: 80492005 CI: 80494004 CI: 80493002 CI: 80491001 Printer CI: 80493001

CI No: 80492001 Operating System   Windows 98 SE   Processor a   866 megahertz Intel Pentium III 32 kilobyte primary memory cache 256 kilobyte secondary memory cache   Drives   6.47 Gigabytes Usable Hard Drive Capacity 5.86 Gigabytes Hard Drive Free Space SAMSUNG CD-ROM SC-152C Generic floppy disk drive (3.5") Generic IDE hard disk drive (6.47 GB) -- drive 0   Controllers   Standard Floppy Disk Controller Primary IDE controller (dual fifo) Secondary IDE controller (dual fifo) VIA Bus Master PCI IDE Controller   Bus Adapters   VIA Tech 3038 PCI to USB Universal Host Controller VIA Tech 3038 PCI to USB Universal Host Controller   Communications   NETGEAR FA311 Fast Ethernet PCI Adapter Network Card MAC Address: 00:02:E3:12:79:E2 Software Versions Microsoft Corporation - Clip Gallery 3.0 for Windows Version 3.0 Microsoft Corporation - DirectShow Version 6.01.05.0130 Microsoft Corporation - Microsoft Internet Explorer Version 5. Microsoft Corporation - Windows® NetMeeting® Version 3.0 Microsoft Excel Version 8.0e Main Circuit Board Board: ASUSTeK Computer INC. TUV4X REV 1.xx Bus Clock: 133 megahertz BIOS: Award Software, Inc. ASUS TUV4X ACPI BIOS Revision 1002 07/20/2001 Memory Modules 128 Megabytes Installed Memory 128 Megabyte Module Size - 1 Installed 3 Memory Sockets are Empty Local Drive Volumes c: (on drive 0) Network Drives Printers HP LaserJet 2100 Series PCL 6 Display S3 Inc. Savage4 (Engineering BitFlip) [Display adapter] Samsung SyncMaster 700(M)s (CGE7507*) [Monitor] Multimedia None detected Other Devices Standard 101/102-Key or Microsoft Natural Keyboard USB Root Hub USB Root Hub Microsoft Map Version 8.00.00.01621 * Microsoft Office Version 8.0 * Microsoft Outlook Version 8.04 * * Microsoft PowerPoint for Windows Version 8.0b * Microsoft® Access Version 8.0.5903 Microsoft® Schedule+ for Windows 95(TM) Version 7.5 Microsoft® Word for Windows® 97 Version 8.0b Norman Virus Control Version 5 Norman ZANDA Microsoft Photo Editor Version 3.0

Telephone fault repair service desk A call comes into the support desk and an incident is logged under the CI Number. 15 mins is spent diagnosing and trying to resolve the problem. If unresolved we will ring you back within 45 mins with solutions to the problem. This minimises the interuption to your business. The next step is to provide you with a ‘workaround’ and then escalate the incident to the problem management team. This may result in either e-support or an on-site visit being required.

Remote Access fault repair service E-Support is delivered through one or more of the following ways: Remote Access Dial Up via Modem and Telephone line (ISDN or Analogue) Remote Access via the Internet (requires a fixed public IP address and a permanent link to the Internet e.g. ADSL) In both the above cases we use either NetMeeting or pcAnywhere to remotely control the systems. E-Support helps solve problems that might otherwise have to be solved on-site. This saves the customer the unnecessary expense of having a technician out on-site.

E-Support is delivered through one or more of the following ways:

Remote Access Dial Up via Modem and Telephone line (ISDN or Analogue)

Remote Access via the Internet (requires a fixed public IP address and a permanent link to the Internet e.g. ADSL)

In both the above cases we use either NetMeeting or pcAnywhere to remotely control the systems.

E-Support helps solve problems that might otherwise have to be solved on-site. This saves the customer the unnecessary expense of having a technician out on-site.

Regular Maintenance Visits The healthchecks are the key to providing a proactive service and helps prevent problems from happening in the first place. Items that might be included in these maintenance visits include: Event Logs Anti-Virus Updates Backups Updates - Service Packs E-Mail & Exchange - size of files etc Performance Monitor - processor usage, disk space etc. Network Connectivity - condition of cables etc Printers - print quality, toner levels and stocks etc Hubs/switches/routers - run diagnostic software on routers etc. UPS check for errors on management software. PCs & Laptops – run scandisks, clear temporary files, check % hard disk defragmentation.

Regular Maintenance Visits

The healthchecks are the key to providing a proactive service and helps prevent problems from happening in the first place.

Items that might be included in these maintenance visits include:

Event Logs

Anti-Virus Updates

Backups

Updates - Service Packs

E-Mail & Exchange - size of files etc

Performance Monitor - processor usage, disk space etc.

Network Connectivity - condition of cables etc

Printers - print quality, toner levels and stocks etc

Hubs/switches/routers - run diagnostic software on routers etc.

UPS check for errors on management software.

PCs & Laptops – run scandisks, clear temporary files, check % hard disk defragmentation.

Procurement Management – Recommending the right solution from quotes supplied by local IT suppliers Project Management – Upgrades, new equipment etc. Strategy – Business planning for future development. On-Site Support – Qualified technicians Monthly report – details support by equipment type and person

Procurement Management – Recommending the right solution from quotes supplied by local IT suppliers

Project Management – Upgrades, new equipment etc.

Strategy – Business planning for future development.

On-Site Support – Qualified technicians

Monthly report – details support by equipment type and person

‘ The Virtual IT Department’ We want to try and develop a service which will: Manage and take ownership of your ICT problems until they are fully resolved Take away the headache of supporting your ICT and let you concentrate on running your business. Provide you with the performance and reliability that you want from your ICT Systems. Generate work for local suppliers

Manage and take ownership of your ICT problems until they are fully resolved

Take away the headache of supporting your ICT and let you concentrate on running your business.

Provide you with the performance and reliability that you want from your ICT Systems.

Generate work for local suppliers

Likely Costings Phone Support (unlimited) £100.00 per month E-Support (unlimited) £75.00 per month Health Check £80.00 per month Additional Services (banked hours*) £50.00 per hour Monthly payment – no contract Flex to meet company budget Costs determined by degree of interest

Monthly payment – no contract

Flex to meet company budget

Costs determined by degree of interest

Thank you for participating and we welcome your comments and ideas

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