Case Studies
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IT Outsourcing can provide benefits and opportunities for any Small to Medium sized Business (SMB). Over time in house staff may find they are spending more time reacting than being able to schedule activities and further the IT plan. Aegis has a plan that will allow the staff to have their support in a timely fashion and further the strategic plan of IT training and expansion.
Many times Aegis provides auxiliary technical support for the file server and network infrastructure. Fortunately this ensures that critical functions of maintenance are already known to our staff. We assist in the planning for the technical configuration and feel very confident that we can expand that support to daily as well as assisting with desktop issues.
On the average about 20% of the technical issues involve hardware or office automation desktop software where 50% or more of the technical issues addressed daily are in support of the computer applications that help run the SMB.
When a company reaches this cross road it may have several key technology efforts such as training, providing IT Guidelines, maintaining the web and developing the intranet, and planning for security archiving of data and purging data. These are always on the list but many times when daily activities must occur these items slip to a low priority. This is not because they are not important it is because other things seem more immediate.
Aegis takes a team approach to IT at an SMB in order to more fully address all the IT goals. As a team, which would include a designated person from each section of the agency and the IT backup person, we recommend the following:
1) Aegis will provide a Systems Administrator that could report through your IT Coordinator. This person would be on-the-job trained and able to support all the computer applications of the Agency, maintain the web and intranet, and conduct IT planning and training. The Systems Administrator would direct the work of the IT Assistant.
2) Aegis would provide an IT Assistant. This person would support the network and desktop hardware and infrastructure.
3) Aegis will develop and implement a Help Desk for computer application and IT support issues. This helpdesk will be available 24/7 as an automated intranet application or via telephone support every weekday during normal work hours. This will allow staff to clearly identify their needs, help the Systems Administrator and the IT Assistant to prioritize and respond and finally it will provide a mechanism to document issues that will lead to a more focused training effort.
4) The Systems Administrator will provide IT Training onsite and/or offsite (at the Aegis Training Facility) when required for basic desktop applications and Agency computer applications. Frequency and subject will be determined each month. At least one formal training session should be conducted each month and individual training as required.
5) Aegis will develop, implement and maintain an IT Plan for the Agency that will focus the IT goals each year. This includes the company intranet functionality, research for new technologies, expansion and maintenance for existing technologies.
6) Aegis will initiate and staff a monthly IT meeting for the Agency to include a designated representative from each section. The mission of this IT Group will include but is not limited to approving priorities for the Systems Administrator and IT Assistant, help establish and enforce IT policies, and provide feedback and insights on the IT needs for the Agency.