Slide 0 Tech Support Confidential: Insider Advice on Selecting the Right IT Support Tech Support Confidential Insider Advice on Selecting the Right IT.

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Presentation transcript:

Slide 0 Tech Support Confidential: Insider Advice on Selecting the Right IT Support Tech Support Confidential Insider Advice on Selecting the Right IT Support #13NTCsuppt Ber Yang Roger Hagedorn Karen Graham

Slide 1 Tech Support Confidential: Insider Advice on Selecting the Right IT Support What is your burning question about selecting the right IT support?

Slide 2 Tech Support Confidential: Insider Advice on Selecting the Right IT Support 1. Questions to ask before you start 2. Overview of major options for IT support 3. Learning activity 4. Tips for choosing a provider 5. Questions and wrap - up

Slide 3 Tech Support Confidential: Insider Advice on Selecting the Right IT Support Getting Ready

Slide 4 Tech Support Confidential: Insider Advice on Selecting the Right IT Support Options for IT Support Internal staff Volunteers On Demand Managed IT

Slide 5 Tech Support Confidential: Insider Advice on Selecting the Right IT Support Staff Average annual salaries Small <$1MMed $1-5M System/network admin $7,500$48,200 Technician/IT support $27,500$33,000 IT staff to org staff ratio Small <$1MMed $1-5M 1:241:54

Slide 6 Tech Support Confidential: Insider Advice on Selecting the Right IT Support Volunteers

Slide 7 Tech Support Confidential: Insider Advice on Selecting the Right IT Support On Demand

Slide 8 Tech Support Confidential: Insider Advice on Selecting the Right IT Support Managed IT services

Slide 9 Tech Support Confidential: Insider Advice on Selecting the Right IT Support ProsCons Internal staff Availability, knows your systems well, around to observe and make proactive recommendations, invested in the organization. Less flexible to match workload fluctuation, most expensive cost of ownership, training is your responsibility/working in isolation Volunteer “Free”, potentially available, project work, engage people in meaningful way Scheduling/response time, knowledge/skill level and need for supervision widely variable, can be flaky On Demand It’s on demand! There when you need it. Often higher level of technical expertise/resources. Most expensive (hourly at least), unfamiliar w/your system. Focus on putting out fires. Variable budget item. Managed IT Regular maintenance, proactive. Knows your system. Potentially strategic. Predictable cost. Not necessarily invested in organization. Some bundled services may not be necessary.

Slide 10 Tech Support Confidential: Insider Advice on Selecting the Right IT Support Questions to ask Contract Relationship tips

Slide 11 Tech Support Confidential: Insider Advice on Selecting the Right IT Support Quiz What’s one question to ask before you choose an IT support option? Compare and contrast: managed IT vs help desk support Name two things that can help make your IT support relationship successful. Your questions?

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