INSIDE OUT

Today, the calculation of the Total Cost of Ownership (TCO) of a computer network needs to include not only the initial purchase costs of hardware and software, but also what is spent on setting-up, updating, securing and maintaining that system for peak productivity.

"A company's IT budget can be eaten away quickly by system management costs," says Jay Tipton, vice president and cofounder of Technology Specialists, (Tspec). "A majority of our work has been reactive - addressing and solving problems after they've already surfaced."

That's why the Fort Wayne-based firm has launched a new Internet-based service, called IT Service Saver TM. Initially designed to reduce the time to repair a computer problem, the service combines the benefits of remote monitoring software and electronic helpdesk ticketing, to make system management simpler, easier, more efficient and significantly less expensive.

Performance Assurance

"With IT Service Saver, we've developed a more proactive approach to monitoring a network, as well as individual workstations," explains Tipton. "If a client with Internet access - either dialup or broadband - is having a computer problem, we can access their machine quickly, take a look at what's going on, and most often, remotely service their equipment and fix the problem. It reduces the amount of downtime for the customer and eliminates an on-site service call, resulting in a significant savings in both time and money."

Because the service can regularly monitor each machine within a network, it can automatically generate a service request. "The system can tell when new software has been installed or whether new hardware has been added or changed," adds Donn Bly, Vice President of the high tech firm. "It can verify installed licenses for updating, produce reports for each machine, and virtually track the entire network."

Electronic Ticketing

Quite often Tspec can fix a problem before a client is even aware there is an issue. "The electronic ticketing feature can be set up so that if, for instance, a backup fails, it can automatically create an electronic ticket - a report or alert, if you will - to let us know immediately," says Tipton Electronic ticketing allows technicians to prioritize work based on customer priority "Before IT Service Saver we would often go out for a half-hour service call and be inundated with additional service requests," says Bly.

With IT Service Saver, monitoring software is linked to helpdesk electronic ticketing software. "Now customers can go into the system and take a look at past work orders to see what was done, how long it took, which one of our technicians did it, and any details pertaining to a specific incident," says Bly. "Individual users can submit specific problem reports when they think of something - in their own words, at their own convenience - via the Internet. "That ticket is in our inbox immediately and we can either fix the problem remotely or get someone out there right away to get it repaired. Work orders are archived electronically along with other documentation such as licenses and network diagrams. It's one more thing that differentiates us."

The knowledge database for each client is also easily searchable. "Part of what we're doing incorporates our software to strengthen the backend for the customer," says Tipton. "They can add service tickets, add new people, and order supplies from us - all remotely - even from offsite. It gives them more options in managing their computer systems, more control and more knowledge about what's going on in their world."

"Larger companies like it because they just submit the ticket and not worry about it," says Bly. "Tracking repeat problems is easier, especially in larger businesses where the customer has a problem with more than one computer. When it happens on a second and third computer, we can give them instructions on how to fix it and what to do to prevent it from reoccurring - saving them a lot of time, money and aggravation."

Patch Management

For individual workstations, the most common application for the service is patch management. "The software allows us to initiate the installation of operating system patches and even new software deployments in some cases, without having to have a technician onsite," says Bly. "That means we can rollout Microsoft's 'latest-and-greatest' security patch remotely, after normal business hours. That saves downtime for the customer. Plus, if we had to send technicians out to every customer to install one patch, we couldn't get to everyone fast enough - before someone's equipment might be compromised."

"To roll out patches in a small office with 10 machines or less, it used to take us about a half hour per machine," says Tipton. "The average time we would spend onsite to update security patches is about five hours, so in just patchmanagement costs alone, the customer already would spend more in one month on upgrades than what it initially cost for the software! Because of our expertise, we can utilize IT Service Saver and remotely do the same thing. Our service charge includes a monthly push of critical security patches."

Security

IT Service Saver does not breach company firewalls, violate individual workstation privacy, or increase exposure for the client to attacks via the Internet. "It was designed not to open up holes in a firewall, so we're not creating extra security issues," assures Tipton. "The software creates a connection from the office-out, not the other way around."

"The information that travels over the Internet while we are servicing the client is encrypted," says Bly. "Customers also have the ability to enable or disable the remote access to the desktop."

Price

IT Service Saver also offers customized service packages to fit any business' budget. "We spent a year-and-a-half of research and development to determine the best software Packages for our customers," says Tipton. "Our company has invested over a quarter of a million dollars in IT Service Saver. Basically, the monthly charge to our customers for this service is only about $10 per machine. In most markets, that's the same price as dialup Internet access."

Tipton points out that IT Service Saver

works well for businesses of all sizes. "Wherever there is Internet access, IT Service Saver can work," he says. "For clients who travel, that means we can work on their laptop remotely and for companies with off-site locations, we can access those machines or networks, as well. Many of our Clients are professionals: doctors, dentists, lawyers, CPAs, small-business owners, etc."

"It's a win-win for everybody," says Tipton. "IT Service Saver saves customers money because it cuts their costs. We can now support more machines with fewer people and provide better service. And instead of waiting to see a problem from the outside-in, we can see it from the inside out."