Teknoforce Proactive IT Services
Versatility
First Class Service
Innovation
Agenda
Ricoh’s Transformation and Mission The Teknoforce Team IT Issues Teknoforce Proactive IT Services Four Cornerstones of Teknoforce Proactive IT Services Other IT Service Offers Summary
“For the past decade, Ricoh has been transforming itself from a Japanese office-machine maker into a global technology solutions provider that gets most of its revenue from software and services like consulting.
Today the world’s No. 1 copier maker generates half of its revenue from hardware and half from software and services; 55% of those sales come from outside Japan.”
Ricoh Transformation
“We will provide comprehensive One Stop Technology Services for
Solutions, MFPs, and Networks, setting the standard for service in our industry
by exceeding our customers’ expectations.”
Our Mission
Teknoforce
www.ricohteknoforce.com
Teknoforce Team - Providing Support When & Where You Need It
Consistent Training • Product Knowledge • Exceptional Service
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Over 1700 technicians
Over 2200 certifications
Institute Certification
CompTIA A+
CompTIA Network+
CompTIA Certified Document Imaging Architech (CDIA+)
Microsoft Microsoft Certified Prof. (MCP)
Microsoft Microsoft Certified System Engineer (MCSE)
Microsoft Microsoft Certified System Admin. (MCSA)
SonicWALL Certified SonicWALL Security Admin. (CSSA)
CompTIA Server+
Microsoft Microsoft Certified Professional + Internet
CompTIA Security+
Cisco Cisco Certified Network Assoc. (CCNA)
Institute Certification
Novell Certified Novell Admin. (CNA)
CompTIA Certified Technical Trainer (CTT+)
Novell Certified Novell Engineer (CNE)
Cisco Cisco Certified Design Assoc.(CCDA)
Microsoft Microsoft Certified Database Admin. (MCDA)
Linux Red Hat Certified Engineer (RHCE)
Linux Linux+
(ISC)2 Certified Information Systems Security Prof. (CISSP)
Citrix Citrix Certified Admin. (CCA)
CompTIA Project+
Certifications Promote Understanding
Teknforce Proactive IT Services Profile
Business sensitivity to critical business data Technology is central to running business Unpredictable monthly IT bills Contract with an IT service provider No full-time IT resource in-house Network reliability and uptime are essential to
running business Lack of IT budgeting/forecasting Minimal or no 3 year technology plan Inability to recover from an IT disaster
Are you running your IT or your business?
According to Gartner, the average small to
medium-sized business experiences
an average loss of $1200 of revenue per hour due to a network
outage.
According to Gartner, the average small to
medium-sized business experiences
an average loss of $1200 of revenue per hour due to a network
outage.
Do you fit this profile?Do you fit this profile?
Proactively monitor, manage and maintain distributed IT infrastructure remotely, easily and efficiently with one integrated Web based platform.
Proactive vs. reactive network management
Established and predictable cost/month
Remote/automated solutions Scalable Backed by Teknoforce
Teknoforce Proactive IT Services
Teknoforce Proactive IT Services
24 x 7 Remote Monitoring
Remote Desktop Support (8am-5pm)
On-Site Support (8a-5p)
Ticket Management
Anti-Virus Software
Anti-Spyware Software
Desktop Patching (Hotfixes)
Desktop Operating System Updates (Service Packs, etc.)
Monthly Maintenance
Proactive Workstation Optimization
Third Party Software Updates
Back-Up and Disaster Recovery
Reactive vs. Proactive Support Benefits
Reactive (Today)• Diagnose & remedy via human
intervention• Snapshot in time reporting of
outages • Variable monthly expenses• Network is open to system
viruses and attacks• Delays in response time
Proactive (Your Future)
• Automated help-desk, monitoring, diagnostics, and remediation
• Intelligent learning system provides for system adjustments based on patterns & usage
• Single management portal
• Comprehensive web-based reporting capabilities
• Predictable/forecastable monthly expenses – per workstation/ server
Reduce your overall IT costs with proactive management
Example:
On-site visits, unplanned calls
+ Workstation refreshes, patches, defrags
+ Inability to collaborate
+ Recovery time from server crashes
+ Replacement due to unforeseen breaks
= Total IT Costs
Monthly IT Support Costs + Slow performance + Reduced functionality + Increased risk + Unbudgeted capital expenses
= Total IT Costs
Consider Your IT Costs Today
Increased efficiency
12
Teknoforce Proactive IT Services Value
Faster/better network performance
• Greater employee productivity
• Peak network performance • Enhanced data protection• Business continuity Reduced TCO
• Extended equipment life• Reduced overhead• Network reliability • Greater up-time• Greater employee
productivity
• Greater employee productivity• Network scalability • Energy efficient operations • Transparent network
management • Improved executive decisions
Predictable Monthly Costs
• Expense budgeting Forecasting accuracy
• No expensive/unanticipated break-fix Costs
• No additional/IT staff costs
Teknoforce Proactive IT Services for your peace of mind
Reduced Downtime• Instant desktop / server
Support • Network reliability • Reduction in major problems • Accountable IT service
agreements• Greater employee productivity
The Four CornerstonesProactive Technology ManagementMaintenance and monitoring processes ensure that your INFRASTRUCTURE – servers and workstations - is running as smoothly as possible.
• Reduce Issues• Faster, better Performance• Predictable costs• Extended equipment life• Reduced repair and maintenance costs
Network AdministrationThis service is about supporting, where automation isn’t able to your INFRASTRUCTURE. Monthly / quarterly on-site visits and technology checklists ensure your systems meet best practices.
• Increase efficiency• Provide predictable costs• Extend equipment life
Technology ConsultingProves STRATEGY and EXECUTION. A certified technology expert will review all areas – toolset, best practices, documentation, issues, and provide you with a technology summary and roadmap for the future.
• Predictable costs• Extended equipment life• Reduced repair and maintenance Costs
Reactive SupportFocused on SUPPORT, there is one number to call, or use our portal to open a ticket. Our Teknoforce team provides expert technical assistance and around-the-clock network support with nationwide coverage for any size organization – small to big. Teknoforce offers what few others can.
• Increased efficiency• Reduced downtime• Predictable costs
Remote Review event logs Perform Microsoft updates Verify documentation Evaluate life cycle of machines Review alerts & tickets Verify security settings Verify availability of firmware
updates
Proactive Technology ManagementOn-site Verify hardware LED indicators Review labeling of equipment Test UPS Update network diagrams Note environment Restart server Review monitoring alerts
Monthly remote and on-site task lists include, but are not limited to:
Network AdministrationUse of monthly /quarterlytechnologychecklist to:
review best practices - security, exchange, how to manage data, active directory, etc.
develop action lists that enable best practices
respond to issues
Server ChecklistHardware
Grouping Task Type FrequencyOnsite/ Re
moteAfter/ Business HRS
Physical Check status of all hardware LED indicators (L) Monthly OnsiteBusiness
HRS
Evaluate environmental conditions and note (L) Monthly OnsiteBusiness
HRS
Docs Update network diagrams (M) Monthly OnsiteBusiness
HRS
Review any labeling/documentation changes (L) Monthly OnsiteBusiness
HRS
UPS Test UPS load and operation by unplugging power (L) Monthly Onsite After HRS
View call history. View open and closed tickets
Reactive Support
Technology ConsultingTechnology Summary provides a roadmap for the future. Enables:
planning
budgeting
forecasting
Sample Executive Summary
Health Score Ticket overview Disk space used Operating systems Patch status Alarm notifications License summary How to read report
BeforeBefore AfterAfter
Service Offerings by Cornerstone
Workstation Service Offerings
Teknoforce Proactive IT Services for Workstation
Basic Plus Premium
24 x 7 Remote Monitoring
Remote Desktop Support (8am-5pm)
On-Site Support (8am-5pm)
Ticket Management
Anti-Virus Software
Anti-Spyware Software
Desktop Patching (Hotfixes)
Privileged Desktop Operating System Updates (Service Packs, etc.)
Proactive Workstation Optimization
Privileged Third Party Software Updates
Remote Maintenance
Technology Plan
Consulting
File, Folder and Share Administration
Monthly Report
Server Service OfferingsTeknoforce Proactive IT
Services for Server Basic Plus Premium
24 x 7 Remote Monitoring
Remote Desktop Support (8am-5pm)
On-Site Support (8am-5pm)
Anti-Virus Software
Anti-Spyware Software
Server Patching (Hotfixes)
Ticket Management
Privileged Server Operating System Updates
Disk & Storage Monitoring
Active Directory Administration & Maintenance
File, Folder and Share Administration
Security Administration
Remote Maintenance
Network Policy Enforcement & Administration
Privileged Third Party Software Updates
Technology Plan
Consulting
Monthly Report
Customer Needs Features
Integrated help desk
Comprehensive reporting
Flexible customer setup
Rapid deployment
Ticket management & customer portal
Automated remediation
24x7 automated remote monitoring
24x7 Teknoforce Help Desk & MSOC
Remote desktop support
On-site support: 1700 certified technicians
Nationwide coverage
Per Workstation/Server monthly charges
Monthly maintenance & automated remediation
Network scalability
Faster (better) performance
Reduced downtime
Extended equipment life and
reduced repair and maintenance costs
Predictable costs
24x7 remote monitoring
Anti-Virus / Anti-Spyware software
Desktop patching
Desktop operating system updates
Monthly maintenance
Increased efficiency
Proactive workstation optimization
Back-up and Disaster Recovery
Optional hardware/services
Greater employee productivity
Peak network performance
Enhanced data protection and business continuity
Energy efficient operations
Greater employee productivity
Peace of mind
Network scalability fast employee on-ramp
Energy efficient operations embracing corporate responsibility towards “Green” initiatives
Transparent network management resources Assigned to their area of expertise
Faster and more knowledgeable executive decision making quick access to reports
Instant desktop / server support higher employee productivity
Peace of mind
Network reliability higher employee productivity
Reduction in major problems reducing extended downtime
Enhanced data protection and business continuity
Accountable IT service agreements SLA based
Expense budgeting and forecasting accuracy
Removal of expensive and unanticipated break-fix costs
No additional/IT staff costs to manage network
Increased infrastructure ROI reduced overhead
Network reliability and peace of mind
Greater up-time employee productivity
Benefits
Your Benefits
Nationwide Coverage
Additional TEKNOFORCE™ Offerings
Partnerships
Our Partners
Ricoh TEKNOFORCE™ surrounds our customers with an all-in-one solution that helps to drastically improve business processes while minimizing costs.
Disaster Recovery
Proactive IT Services
RemoteMonitoring
ManagedSecurity
PrinterMaintenance
NetworkDesign
Desktop Support Helpdesk
Hardware
ITConsulting
CertifiedTechnicians
RemoteMaintenance
Our Our CustomersCustomers
Ricoh – Your Total Service Provider