doing more with less: automating it services in your midsize business

8/14/2019 Doing More with Less: Automating IT Services in Your Midsize Business

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Doing More with Less: Automating IT Services in YourMidsize Business

Key questions and tips for choosing a solution that doesnt break the bank and sends your IT efficiency soaring

Doing More with Less: Automat ing IT Services in Your Midsize Business

IntroductionTable of Contents

The case f or IT automation is one that has been well Introduction 2made. Driven by mounting compliance, security ,

globalization and competition issues, IT Professionals in A Day in the Life of Todays IT Professional4

medium-sized businesses are under unrelenting pressure

to increase ef f iciencies and work within tighter budgets The unacceptable cost of downtime 4

while improving serv ices and justif y ing expenditures.Today s battle cry is a f amiliar and well-worn mantra for Fingertip access to C -level reports 4

most: Faster response times - do more with less.

Shrinking budgets in a tough business climate are Ensure security settings 5

pushing many I T Profess ionals to look for ever moreThe heat is on: to automate 5innov ativ e ways to contribute to t heir organizations

success and transform their IT serv ices - or risk beingThe Power of Automation 6outsourced.

Automation is a proven way for addressing a number of The perils of point solutions 6IT management challenges, notably reduc ing operational

costs and boosting IT staff product iv i ty . Many corporate Key Requirements of an IT Automat ion

IT Professionals hav e tackled t he automation challenge Solution 7by securing a v ariety of individual, disparate midmarket

tools f or monitoring and managing dif f erent products. Its time to go beyond servicesThese are commonly k nown as point solutions. automation 7

With this approach, a tool is used to eff ectiv ely manage a Remote control 8specif ic network dev ice such as a serv er or printer.

Some of these tools relieve the pressure on internal IT Remote Monitoring and Management 8teams. However, as a rule of thumb, point solutions do

not allow y ou to proactively and ef f iciently manage the Reporting 9desktop environment. Nor do these solutions provide a

global view of the corporate network that supports Optimize Y our IT Inf rastructure withmultiple applications, of ten accessed by hundreds of end- N-able Technologies 11users in a distributed env ironment. Alternatively , y ou can

eas ily s pend big dollars on large ent erpris e-c las s N et work and Sy s tem s Managem ent

solutions. Yet, the majority of all big management suites solution 11f ail to meet the specific IT needs of midsize businesses.

Take control of any device, any where 11How can you obj ectivel y assess the m yriad

choices and tools for IT automation and ensure Complete remote management f or ITyou get what you need without spending a Professionals 11

bundle?Remotely monitor all networks and devices

This whitepaper focus es on the desirable characteris tics from a single console 12of a powerful, low-risk automation solution f or todays

time- and resource-crunched IT departments in midsize Show your IT v alue with comprehensiv ebusinesses and non-prof it organizations as well as reports 12municipal gov ernments. Specifically this whitepaper will:

Conclusion 13 Highlight the top challenges of todays IT

Professional and the benefits of automation

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Summarize the risks and pitfalls of point solutions

Reveal why an IT automation solution for midsize organizations must mov e beyond automating

routine tasks

Identify the key f eatures and functions required by IT Professionals who wants to reduce their

operational costs, become more proactiv e and increase staf f productiv ity

Prov ide tips and insightful questions f or evaluating potential IT automation solutions

Show why a true IT automation solution must include the ability to remotely control, manage and

monitor all networks and end-users f rom a single, intuitiv e console

This whitepaper will be invaluable to IT Prof essionals who wants to ensure their success with an automat ion

solution that fully meets the needs of their midsize business - without breaking the bank.

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A Day in the Life of Todays IT

Professional The Big Four Pain Points for ITManagers

The IT landscape of midsize businesses is becoming

increasingly complex. The number of business No single v iew of t he networkprocesses, databases and applications are increasing

exponentially. Applications and devices are often housed Having a 24x7 pulse on critical

on multiple platf orms that are accessed by hundreds of network dev ices

end-users f rom multiple locations, sometimes across t he Not being able to see things failcountry or around the world. End-users can be internal before others in the company do(employ ees), business partners and contractors alike.

Everyone is counting on h ighly secure, always-available, Responsible for the network - but

24x7 Internet-speed business serv ices f or all do not hav e f ull v isibility

applications, desktops, s ervers, s witches, routers and

printers.Managing distributed architectures

The unacceptable cost of downtime Servicing multiple off ice locations

Today s end-users hav e v irtually zero tolerance for Gaining access to critical network

device or application problems, servic e interruptions or devices

sy stem f ailures. Ev eryone will agree that downtime is

expensive regardless of the size of business. D owntime Deciding what daily activ ities are mosttranslates directly into lost productiv ity or worse, lost importantrevenue. Help desk technicians are under massivepressure to resolve problems quickly o r risk the sc rut iny F ight ing f ires vs . being proac tive

of bus iness managers and unwelcome questions related Mundane and boring tasks: How

to the management, eff iciency and reliability of t he ITdo I automate them?

infrastructure. The result is a f uriously reactive, break-

f ix serv ice delivery model where technicians are The desktop vs . thedeploy ed unpredictably in a kneejerk reaction to resolve infrastructureunanticipated problems. The environment is generally

chaotic with precious little time f or proactiv e strategic ITProviding transparency to managementplanning.

How to show value to C-level

Fingertip access to C-level reports management f or the IT work beingdone

Independent of end-users expectations f or receiving

reliable and uninterrupted high-speed network access, Build and present a rationale forbusiness managers and C-lev el personnel expect the IT f uture IT inv estment

infrastructure to contribute measurably t o the companys Demonstrate direct benefits such

bottom line. That means the IT Prof essional needsas increased network uptime

f ingertip access t o performance data on a range of

issues. This includes compliance, capacity planning and

the status of all devic es and sy stems in the network.

Moreover, many senior personnel - such as the VP of

Finance, VP of Human Resources and other high-lev el

managers - are also under tremendous pressure to

demonstrate the ROI of their team or business unit.

Increasingly these stakeholders need and expect IT

professionals to prov ide them with reports on key areas

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of the network that directly impact or measure their productiv ity . For example, if email is down, IT Profess ionalsare instantly on t he hot seat: Why did the sy stem go down? Whats being done to correct the problem? What is

IT going to do to prevent this f rom happening in the f uture? This is why y ou need quick and easy access t o

performance reports with hard info t o substantiate the status of the infrastructure, demonstrate the v alue of the

IT department to the business and to get sign-of f on future IT budget requests. And it is why easy-to-usereporting tools are rapidly becoming a necessity in order f or an IT automation solution to truly meet the needs

of midsize businesses.

Ensure security settings

In between ensuring an always on IT infrastructure, the IT Prof essional must also implement s trategies t o

protect the network f rom crippling v iruses, spy ware and Trojan Horses. Security is compromised in many

organizations by end-users who can do virtually any thing they want on their desktop or laptop because policies

are ignored or IT Prof essionals cannot enf orce them - or get control of dev ices in critical situations when the

need of a clear and present threat arises.

The heat is on: to automate

This is the challenging day -to-day operational reality that most I T managers experience when carry ing out

maintenance and security operations f or their network. At best, t he av erage internal IT technician can manageroughly 125 to 150 devices in t his kind of demanding environment. Yet midsize businesses generally have 100

to 1,000 internal end-users. Not surprisingly, this operational reality has motiv ated many IT managers to look at

automation as a way to leverage their resources, become more eff icient and proactiv e, improve s calability , cut

costs - and do more with less.

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The Power of Automation

Top benefits of IT automationAll functional areas within a business must striv e to

reported by IT Professionals incontinuously increase their ef f iciency and productivity . For

IT Prof essionals, one of the easiest way s to do this is to midsize businesses include:automate their operations and servic es. Automation Reduce network, application andcarries s ignificant, measurable and oft en immediate end-user downtimebenef its. The right solution for a midsize business willenable IT Prof essionals to: Increase productiv ity of IT

Prof essionals and end-users Reduce or eliminate time-wasting visits to end-

user sites/desks Deliv er f aster, higher-quality

serv ice to end-users Slash the number of nuisance Help Desk calls

that could have been prev ented with proactive Increase satisfaction of users

maintenance Reduce operating costs

Reduce operational/maintenance costs while

Service more end-users with feweradding more serv ices IT staf f

Speed up response times Align IT services with business

Manage more devices without adding technicians priorities and demonstrate

measurable v alue Free up time and resources to proactively plan IT

programs Build stronger, stickier relationships

with senior management Maintain consistent, higher-quality services

Allocate work more eff iciently

The perils of point solutions

In a rush to enjoy t hese benefits , and conf ronted by

mounting budget constraints, m any I T Prof essionals hav e

turned to a host of point solutions to help automate

specif ic applications, dev ices or tasks. While attractiv e

f rom a pricing standpoint - some point products are in

f act f ree - these tools hav e drawbacks and serious

shortcomings.

The ov erriding problem is that indiv idual point solutions

cannot be integrated into a s ingle, f lexible, easy -to-use

solution for prov iding faster response times t o end-usersand to deliv er proactiv e IT servic es. Adding multiple

products also has the inescapable drawback of adding to

the complexity of planning, managing, and governing the

IT infrastructure.

As well, indiv idual point-solution tools do not giv e y ou

greater predictability or complete v isibility on all dev ices

and applications deployed in t he network. As a result, f or

the most part , y ou are lef t wondering when y ou will

receive the next nuisance call f rom a f rustrated end-user.

Thats why most I T Professionals with point solutions still

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f ind they burn a significant amount of time on Help Desk calls.

Questions t o ask before choosing any IT automation solution include:

By conducting a modest about of upfront due diligence, y ou can avoid the disappointment that inv ariably results

f rom selecting an incomplete point s olution - or worse, an ov er-engineered and expensive platf orm solution

designed for larger, enterprise business es. Here are some usef ul questions to keep in mind when reviewingautomation solutions:

1. What tasks should real ly be automated?

2. How much eff ort will be required to deploy and integrate any new tools into the existing IT

infrastructure?

3. How many diff erent tools will be required to automate diff erent processes?

4. Will these tools realize promised eff iciencies across a distributed architecture?

5. How easy will i t be to learn and use the tool(s)?

6. Can these tools be managed in a centralized way?

7. Will these tools quantif y and report on where IT resources were invested and show the ROI?

8. How much money wil l these tools real ly save?

Key point: t he right ty pe of I T automation solution should dramatically reduce the v olume of nuisance

calls and signif icantly lessen the cost of dealing with the calls that are received by a Help Desk.

Key Requirements of an IT Automation Solution

The premise of automation is simple: the more mundane tasks y ou can automate, the more ef f icient and cost-

eff ectiv e you can be - and the more time y ou can f ree up to f ocus on proactiv e, strategic IT activ ities. With the

right solution, y ou can automate important, y et repetitive task s, s uch as applying patches running defrags,

performing asset management and updating software on end-users sy stems. Many other routine tasks can be

automated, sav ing you time and resources while allowing y ou to turn y our attention to more critical IT planning

issues such as:

Building credibility with executive management

Aligning IT with business priorities

Planning and preparing cases f or future IT investment and upgrades

Communicating the rationale behind short, mid-term and longer-term IT budget requests

Its time to go beyond services automation

Automating routing tasks is important - y et it is only one element in a complete automation solution f or IT

Professionals. Automation by its elf does not ensure that y ou can control all areas of y our network

infrastructure including routers, f irewalls, printers, serv ers and end-user workstations. In addition to f ully

leveraging their IT staf f , and becoming more proactiv e through the power of automation, I T Professionals are

also under increasing pressure to show how they support internal business processes and add signif icant v alue

to senior management.

Thats why an ef f ectiv e automation solution for the IT Prof essional needs to involv e the use of network and

sy stems management (NSM) software to deliver IT services more eff iciently to end-users. By using an NSM

sof tware solution designed specif ically t o automate routine IT services in midsize businesses, y ou can also

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monitor and manage dev ices, and f ix issues on desktops

and serv ers - all done remotely and easily f rom a central

location. The specif ic f unctionality required in an NSM Summary of key questions to asksof tware solution f or a midsize business is:

to ensure an IT Automation R em ot e c ont rol solution meets your needs Remote management

Remote Control Remote monitoring

Will this solution provide attended and Tactical and performance reporting unattended remote control for managed

(and unmanaged) Windows and non-

Remote control Windows dev ices?

Tim e is money . That s why it is im port ant f or y ou t o W ill t his remot e c ont rol s olut ion c onnec t

resolve end-users technical issues as quickly and easily in seconds and prov ide troubleshooting

as possible. With the right soft ware tool, y ou can capabilities to remediate issues withoutimmediately t ake control of v irtually any remote dev ice - disrupting the end user?

workstations, servers, mobile sy stems and more - to

troubleshoot and fix issues without disrupting end-users. Remote Monitoring and Management

Hav ing the ability t o access and control all dev ices on a How broad is the OS and protocoldistributed network goes hand and glove with the ability

support prov ided? (For example, will itto fix iss ues remotely . Remote control is a key way tosupport Linux, Nov ell, MAC, andincrease technician productiv ity , reduce your serviceMicrosof t?)delivery costs, shorten resolution times and keep end-

users productiv e and happy . Will the solution enable you to monitor

all of y our networks and users f rom aKey questions to ask when considering an NSMsingle dashboard?solution with remote control include:

Does this solution provide powerful Will this solution provide attended andWindows management capabilities?unattended remote control f or managed (and

unmanaged) Windows and non-Windows What specif ic tools are provided (forsy stems, as well as network devices? example, file transf er, remote command

prompt, remote registry editor, etc.)? Will this remote control solution connect in

seconds and provide troubleshooting capabilitiesReportingto remediate issues without disrupting the end-

user? How many views (of the network) can

be created?

Remote Monitoring and Management Can the tool provide views on specific

The ability to remotely m onitor is imperativ e f or the proper classes of dev ice and serv ices?

management of y our network devic es. By employing a Will reports provide insight to the IT

monitoring solution that issues alerts based on thresholdsinfrastructure and assist with

y ou define, y ou can gain impressiv e insight into potentialtroubleshooting

problems on the network and work to proactiv ely c orrect

them befo re they lead to cos tly downt ime fo r end-users . What t ype of perfo rmance reports can

The mos t ef f e ct iv e monit oring and managem ent solut ions be generat ed?

use a combination of both agents (used primarily on Will performance reports clearly

mobile dev ices such as laptops) and probes to provide ademonstrate the ROI and value of the

f ull view of the entire business network in the mostIT department to senior management?

f lexible and ef f icient way possible.

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Key questions t o assess the remote monitoring and

management capabilities of an NSM solution include:

How broad is the OS and protocol support N-central: the Complete Toolset forprovided? Will it support Linux, Nov ell, Apple and IT ProfessionalsWindows?)

Will the solution enable you to monitor all of your Reduce IT operational costs and increase ITnetworks and end-users f rom a single staff productiv itymanagement console?

Easily automate a host of manual tasks Does this solution provide powerful Windows behind the scenes:

management capabilities?

o Run defrags, send patch updates, What specific tools are provided? Does it include distribute sof tware, execute sc riptsf ile transf er, remote command prompt, remote

registry editor, etc.? Eliminate unnecessary v isits to end-user sites and desks

ReportingRemote monitoring to deliver higher levels of

The ability to access, troubleshoot, f ix and manageproactiv e servic e

problems remotely is undeniably powerful. Reporting is av ital element in these activities, f or two reasons - it Become proactive with access to real-provides tactic al information to ease and speed time, 24x7 network inf ormationtroubleshooting, and it c ommunicates the perf ormance of

Manage a distributed architecture as ifIT infrastructure (and hence the v alue of IT services)it were localthroughout the organization.

Detect and correct network and systemIT Professionals require a range of operational reports f orproblems before they lead to costlyev aluating and troubleshooting issues . Utilization,downtimedetailed status, capacity and event reports help to

simplify and reduce the time required f or issue resolution Apply monitoring automatically basedprocess. When m ade av ailable on demand, these on discovered asset inf ormationreports provide a quick v iew into the history , av ailability or

utilization of a devic e or service.

Improve t ransparency with tactical andFor IT Professionals, the ability to demonstrate the performance reportingperformance of network inf rastructure under theirmanagement is t he f inal, critical component of an end-to- Budgetary and capacity planning

end NSM solution f or IT automation. For example, y oull Legislative compliance and warrantywant the ability to report on the number and duration of managementdowntime incidents, the number of prevented incidents

and other key metrics t o help quantif y the value of y our IT

organization and the value it delivers. Armed with these Drive down operational costs and increase staff

reports, you can justify budgets, support IT planning with productivity

empirical data and make better, more informed decisions . Manage more than 500 devices per IT

In addition, the perf ormance reporting f unction of an Prof essional

integrated NSM solution should enable y ou to provide Support and troubleshoot remotely

customized data to senior managers - in an easy-to-anywhere, anyt ime

generate and easy -to-read f ormat that non-technical

stakeholders can quickly comprehend. For example, can Leverage sophisticated remote controlthe CEO access an executive-lev el summary report and tools to improv e off site maintenance,immediately see the recent availability and performance lower response times and improve of f -

of the CRM? The ability to report on these and other hours access to sys tems

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questions through customized C-level v iews of the network is critical to demonstrating your v alue as an IT

Professional and the services y ou deliv er.

Key questions t o ask about the reporting function of an NSM solution include:

How many views (of the network) can be created?

Can the tool provide views on specific classes of device and services?

Will reports provide insight into the IT infrastructure and assist with troubleshooting?

What ty pe of performance reports can be generated?

Will performance reports clearly demonstrate the ROI and value of t he IT department to senior

management?

Key point: Collectively , remote CONTROL, remote MONITORING, remote MANAGEMENT andREPORTING define a complete, end-to-end solution that enables IT Prof essionals to achiev e greater

eff iciency and optimize their entire IT inf rastructure.

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Optimize Your IT Infrastructure with N-able Technologies

N-able Technologies conduct s regular qualitativ e research and maintains ext ensiv e dialogue with IT

Professionals in a wide range of industries. Sectors include Medical, Financial, Profess ional Serv ices and not-

f or-profit. Typically these are midsize organizations that have one IT Professionals f or every 125 to 150 end-

users. Most are operating in a distributed env ironment. In many cases the I T Professionals are struggling to

attain consistent end-user satisf action levels, do not hav e v isibility into their networks and have a growing

requirement f or reporting network perf ormance to C-level executiv es. Chances are y ou can relate to many orall of these challenges in addition to those highlighted earlier in this whitepaper!

Network and Systems Management solution

N-able has responded to these specif ic challenges with N-central: a complete, integrated remote network and

sy stems management solution that is used by I T Prof essionals to ef f iciently and easily automate their services.

N-central giv es IT Profess ionals in midsize businesses a smart, f ull-featured toolset to deliv er the most

complete service remotely to their end-users, f or the least expense - and report on those services with

unprecedented detail and unmatched ease.

N-central has a proven track record for delivering the features and functionality that will most help IT

Professionals to measurably boost eff iciency and reduce costs while improv ing service lev els and end-user

satisf action. Key f unctionality prov ided by N-central includes the ability to:

Remotely manage Windows and non-Windows sy stems as well as network dev ices with lightning-fastremote control

Distribute sof tware, apply patches, execute scripts and transfer files - all done remotely and easily

Auto-discover complete network infrastructure and vital systems information in minutes

Prov ide real-time reports on the status of all sy stems and devices

Take control of any device, anywhereN-central features remote control tools that allow you to securely c onnect to - and gain control over - any

Windows or non-Windows dev ice on the network in seconds . Dev ices can be any where in the world. All thats

required is an Internet connection for y ou to troubleshoot and then instantly f ix issues f rom an easy-to-use

Web-based management console. The remote control f eatures hav e a proven ability to:

Increase staff utilization rates by giving each IT Prof essional the power to manage 500+ end-users

Reduce time-consuming visits to end-user sites/desks

Lower operational costs by prov iding a pre-packaged, seamlessly integrated remote control solutionthat doesnt rely on open external ports or VPNs

Complete remote management for IT Professionals

N-central includes a comprehensive s et of remote management tools that IT Professionals require to eff ectiv ely

manage end-users and deliv er more than 90 per cent of s ervices remotely. Superior ef f iciencies enable you to

slash y our operational costs and improve s ervice lev els to end-users. In addition, y ou are liberated f rom

nuisance calls and routine tasks to f ocus on strategic IT issues. Wit h N-central features, y ou can:

Remotely patch desktops and servers

Gain one-click access f or remote control and remote desktop and server management

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Automatically distribute software and scripts to remote PCs and servers

Conduct asset and license management f or PCs and other dev ices

N-central also integrates with Intel v Pro for sc heduled bulk power control and sy stem def ense f or isolating

an infected m achine from a network while retaining remote access to the device.

Remotely monitor all networks and devices from a single console

Monitoring is critical to the deliv ery of eff ectiv e management services t hat keep the IT infrastructure up and

running. N-central features a single comprehensiv e console that enables y ou to easily monitor the availability

and perf ormance of any IP-enabled dev ice, including desktops, laptops, servers, printers, c opiers and other

network devices s uch as f irewalls, routers and switches. Unlike other tools, N-central of f ers the flexibility to usesof tware agents, probes or both to gather all critical data and build an inv entory of devices on y our network. N-

central also ships with pre-def ined monitoring settings f or more than 160 serv ices based on industry best

practices!

Show your IT value with comprehensive reports

N-central comes with more than 40 pre-built reports that automatically collect and display data in support of

many tactical operational activ ities, including availability and perf ormance analy sis, troubleshooting, upgradeplanning, license compliance, patch compliance and many others. These reports allow y ou to work more

eff iciently and ef f ectiv ely, doing more with less by reducing the time required to deliver a broad range of IT

services.

Additionally , N -compass, the optional perf ormance reporting sys tem integrated with N-central, of f ers a suite

of 25 pre-built reports that allow y ou to rapidly gather and communicate v ital business information f rom a range

of areas, including network av ailability, reliability, utilization, regulatory compliance and asset reporting. These

strategic and technical reports assis t y ou in demonstrating the perf ormance of IT inf rastructure from a business

and tactical perspectiv e by showing events t hat have occ urred, items t hat require proactiv e maintenance and

inf ormation used to maintain compliance with SLAs and regulatory requirements.

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Conclusion

Try N-central Free for 1 Year!Todays corporate IT Prof essional requires a newapproach to IT management that ext ends beyond basic

servic e automation. Specifically y ou need a complete set Get details on this limited time offerof integrated tools to:

and download the #1-rated IT Netw ork Monitor the ov erall network and perf ormance of and Systems Management solution by

all devic es (Windows and non-Windows) visiting: Deliver the highest levels of proactive service to

w w w .n-able.com/itautow hitepaperend-users

Automate routine tasks so you can spend more

time on strategic IT iss ues

Contribute measurably to y our organizations

mission, success and profitability

Justify the needs of the IT infrastructure to senior

management

The good news is that, as an IT Professional, y ou can achieve t hese goals and dramatically enhance the v alue

y ou prov ide to their business. The way to do this is by using a solution that is designed specifically f or midsize

companies and integrates remote control, remote monitoring, remote management and reporting into a single

integrated toolset. Collectively these f eatures def ine the requirements f or a complete network sy stems and

management solution.

N-central f rom N-able Technologies meets these requirements. N-central is a complete network and sy stemsmanagement sof tware solution. It has been purpose-built to meet the needs of time- and resource-challenged

IT Profess ionals in midsize businesses who want to:

Remotely monitor and manage their network and all dev ices using a single, easy to use console

Use remote control to securely c onnect to - and gain control ov er - any W indows or non-Windows

dev ice on the network in seconds

Auto-discover the complete network infrastructure in minutes

Evolve beyond a reactiv e, break-f ix mode of operation and become increasingly proactive

Demonstrate the value of their IT infrastructure to C-lev el executives and other stakeholders

N-central is av ailable as an on-premise sof tware solution or as a hosted subscription-based serv ice f rom

N-able Certified R esellers.

To learn more about N-able Technologies and N-central, v isit www.n-able.com.

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Doing More with Less: Automating IT Serv ices in Your Midsize Business

About N-able Technologies

N-able Technologies is the global leader in network and sy stems management software and services f or

managed serv ice providers and IT profess ionals. N-able's award-winning N-central sof tware and

complementary toolsets are proven to reduce IT support costs, improv e network performance and increase

productiv ity through the proactiv e monitoring, m anagement and optimization of IP-enabled devices and IT

infrastructure. N -able maintains operations in N orth America, the U. K., t he Netherlands and Australia.

www.n-able.com

Copyright

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All rights reserv ed. This document c ontains inf ormation intended for the exclusiv e use of N-able Technologies

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and subject t o change without notice. No part of this document may be altered, reproduced, or transmitted in

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N-able Technologies, N-central, N-compass and Monitor Manage Optimize are trademarks or registered

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names and trademarks are the property of their respectiv e holders.

www.n-able.com

[email protected]

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