1. What Are Managed IT Services And When Should You Use Them? February 27, 2014

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3. This seminar will be available on the TechSoup website along with past webinar presentations: www.techsoup.org/community/events- webinars You will receive a link to this presentation, material, and links. Twitter hashtag: #techsoup You are being recorded…

4. What Are Managed IT Services And When Should You Use Them? With Linda Widdop, Tech Impact Nancy Millard, Rodel Foundation of Delaware February 27, 2014

5. Presenters Becky Wiegand Interactive Events Producer TechSoup Assisting with chat: Ale Bezdikian and Thomas Netzband, TechSoup Nancy Millard Administrative Manager Rodel Foundation of Delaware Linda Widdop Director of Technical Services Tech Impact

6. Introducing TechSoup Defining “Managed IT Services” Are Managed IT Services Right for Your Org? Costs and Benefits Case Study – Rodel Foundation of Delaware Q&A Today’s Agenda:

7. TechSoup is a 501(c)(3) nonprofit with a clear focus: connecting fellow nonprofits, charities, public libraries, and foundations with tech products and services, plus learning resources to make informed decisions about technology. Who Is TechSoup?

8. Since 1987, TechSoup donation programs have served more than 210,000 charitable organizations. We’ve distributed more than 11 million software and hardware donations and enabled recipients to save more than US$3.75 billion in IT expenses in 60+ countries around the world. We reach more than 400,000 nonprofit, library, and philanthropy subscribers in the United States with our newsletters each year.

9. What’s New at TechSoup? Consulting Services Thinking about updating software, investing in new computers, or deploying a network or server? TechSoup now offers consulting services to help! QuickBooks 2014 Want more time in your day? Automate your bookkeeping by using QuickBooks. Windows 8.1 Support for Windows XP ends in April of 2014, so make sure you’re ready to upgrade.

11. Participant Poll Does your org use Managed IT services now? – Yes – No – Not sure

12. What Are Managed IT Services and When Should You Use Them?

13. Linda Widdop Director of Technical Services I manage all aspects of client relations for Tech Impact including educating nonprofits about technology solutions. I work with local, regional and national partners to provide the nonprofit community with increased knowledge of technology through speaking engagements. I have been using Office 365 since it was first introduced and have helped over 500 nonprofits get on board with it. I’m an obsessed birdwatcher and head coach for a women’s ice hockey team when I’m not helping nonprofits get on board with cloud computing. linda@techimpact.org

14. TECH IMPACT’S MISSION is to ensure all nonprofits can use technology to better serve our world.

15. Who we are… Just like you, we are a Nonprofit Capacity building organization Workforce development in technology for at-risk-youth Providing IT Services to Nonprofits since 2003 Started at NPower PA and Npower Delaware Rebranded Tech Impact in 2012 The nonprofit behind npCloud Serving 100+ NGO’s on Managed Services

16. Solutions.Integration.Support. Our Services: Managed Services** Help Customers Shift to the Cloud: -Office365 (Outlook & SharePoint)** -Data Management (Cloud backup/Recovery)** -Cloud Servers & Hosted Desktops -VoIP** VolunteerConnect (volunteer management software) **=TechSoup Catalog

17. What are Managed Services? Managed Services are the proactive management of an IT asset or object, by a third party on behalf of a customer.

18. Managed IT Services include… Part-time “CIO” – trusted advisor Proactively manage and monitor all devices in the network and alerts for critical services (log monitoring, security, etc.) Software updates and security patches to endpoints (servers, desktops, laptops, firewalls) Asset Management (licensing, inventory, warranties) Help Desk technicians w/ remote connectivity for issue resolution Application support (password resets, upgrades, etc.) Antivirus/malware protection software and management Proactively manage data backup and provide recovery services Ability to send a technician onsite for break/fix

19. Enterprise Tools – Asset Management, Alerts and Reporting – Proactive maintenance – Antivirus/Malware software – Data backup and recovery tool and procedure In-house Help Desk – Fully staffed with experts An Account Manager – Plan projects, budgets, anything tech related Always looking for better solutions Managed IT Services providers have…

20. Is Managed IT Service Right for You?

21. Small Organization No IT staff - relies on volunteer or ad-hoc service No budget for IT – find money when something comes up Making due with what we have Overall reactive to tech “We don’t actually have a technology budget. Unfortunately, we operate under the ‘if it breaks, it’s replaced’ business model. We pay for it and then figure out how to cover it.” “We don’t actually have a technology budget. Unfortunately, we operate under the ‘if it breaks, it’s replaced’ business model. We pay for it and then figure out how to cover it.”

22. Medium Organization “Accidental Techie” on staff – usually the person that knew how to print, etc No IT budget – rely on donations and ad-hoc purchases from big box stores Contact the “IT guy” for service – either pay-as-you- go or retainer Reactive to tech purchases “There is no one really designated to IT. When problems arise, staff talks to the ED and then if necessary, ED talks to either a tech volunteer or the board.” “There is no one really designated to IT. When problems arise, staff talks to the ED and then if necessary, ED talks to either a tech volunteer or the board.”

23. Large Organization IT person on staff – tasked with doing everything related to tech No Service Desk tools in place IT budget based on hardware refresh with input from tech staff Contract large projects to outside firm(s) Some planning in place – not reactive, but not proactive either “With limited staff, there isn’t extra time to perform analysis.”

24. Participant Poll Do you know how much your org spends on tech each year? – Yes – No – Not sure

25. Cost and Benefits of Managed IT

26. Cost Considerations Consider this from NTEN.org’s 2011 survey: Using a Managed Service provider can reduce your IT support costs and deliver efficiency

27. Defining IT Costs Hardware – servers, workstations, printers Connectivity – specifically for data Software – locally installed Software – subscriptions/online Service – consulting, implementation and support Staffing – dedicated to IT

28. Managed IT Support… Flat monthly fee based Predictable costs Less expensive than a part time IT person Highly available IT environment Make better purchasing decisions Expert advice Buying power

29. Case Study – Rodel Foundation of Delaware

30. Rodel Foundation of Delaware The mission of the Rodel Foundation of Delaware is to help Delaware build one of the finest systems of public education in the world by 2020.  We promote policy changes that can have a huge impact statewide.  We provide seed funding to innovative, potentially high-impact initiatives.  We help create and lead diverse statewide partnerships that catalyze action. 15 users – 1 “accidental techie” 20 computers (50% desktop – 50% laptop) 1 Server and 1 Terminal Server (for remote access) Cloud backup Office 365 for email Moving to SharePoint in Spring 2014 Technology at Rodel

31. Benefits of using Managed IT Services Help Desk – an invaluable resource for the entire staff and a strong partner/trainer for me. Relationship with a consistent team who understands our needs. A partner who investigates cost savings on upgrades and software, working directly with TechSoup and Microsoft 365. Account Manger who helps with long range planning and short term needs. Able to make suggestions on hardware upgrades. Explains things in a way that non-IT people can understand. Maintenance and backups performed in the background…it just happens! Technology Webinars and staff training. Consistent cost that can be budgeted for – no surprise, unforecasted expenses.

32. 417 N. 8th Street, Suite 203 : Philadelphia, PA 19123 1.888.798.1350 : techimpact.org

33. Managed IT Through Tech Impact $10 assessment Phone interview Support includes – Maintenance of desktops, laptops, and servers – Cloud-based IT – Live help-desk More info http://techimpact.org/our- services/managed-it-services/

34. Q & A Please type your questions in the chat window. Follow-up questions can be posted in the community forum: www.techsoup.org/community

35. Additional Resources Tech Impact’s Donation Program Through TechSoup – http://www.techsoup.org/tech-impact http://www.techsoup.org/tech-impact Managed IT Support Assessment ($10 through TechSoup) – http://www.techsoup.org/products/managed-it-support- assessment--G-48917--Tasks http://www.techsoup.org/products/managed-it-support- assessment--G-48917--Tasks Eligibility and Restrictions – http://www.techsoup.org/restrictions#tech-impact http://www.techsoup.org/restrictions#tech-impact Managed IT Services through Tech Impact – http://techimpact.org/our-services/managed-it-services/ http://techimpact.org/our-services/managed-it-services/

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