THE ESSENTIALS
OF A SUCCESSFUL I.T. DEPARTMENT
Thank you for taking the time to meet with our team.
Our goal is to cut straight to the heart of what you really need from an IT Department to feel successful in your day-to-day operations.
We know those goals, challenges, and tools look different from company to company. However, we do experience that there are some “essentials” that are common throughout our Managed IT Service Agreements.
WHAT IS SUCCESS FROM
THE I.T. DEPARTMENT?
Fewer Issues
What does this look like?
Speed and efficiency of the IT department in addressing and resolving technical issues and incidents. Faster resolution times indicate a more responsive IT support team.
KPIs:
- Average time to resolve incidents/#endpoints (PCs & Servers) compared to
predefined SLAs - % of issue reduction for common issues (quarterly data trends of reoccurring issues
should be in decline) - Percentage of Uptime & Availability (e.g., 99.9% uptime -the percentage of time that
critical IT systems and services are operational and available to users)
Less Risk
What does this look like?
Enhancing organization’s risk framework, security posture, polices, and best practices.
KPIs:
- Baseline number of security incidents, compliance audit results, vulnerability
assessment scores reviewed annually/quarterly (should be improving) - Organizational Standards/Gaps/% of alignment
- NIST/CIS Standards/Gaps/% of alignment
- Regulatory Standards/Gaps/% of alignment
Operational Boosts & Scalability
What does this look like?
Assesses the ability of an organization’s IT department to enhance and optimize its operational processes while ensuring that the IT infrastructure and systems can scale efficiently to accommodate increased demands.
KPIs:
- General IT standards/Gaps/% of alignment
- # completed SBRs (Bi-annual or quarterly) with foundational and innovative solutions roadmapped to enhance operational agility, such as cloud computing, mobile applications.
- % of successful implementation of planned roadmap solutions annually
Business & Budget Alignment
What does this look like?
Should consider both financial prudence (avoiding overspending) and the ability to strategically allocate resources to support the organization’s IT needs and objectives effectively.
KPIs:
- % IT Operating Expenses (OPEX)
- % IT Capital Expenses (CAPEX)
Customer Satisfaction
What does this look like?
Ultimately, the success of IT functions often hinges on user satisfaction. Surveying employees or customers who use IT services can provide insights into their experiences, needs, and levels of satisfaction with IT support and solutions.
KPIs:
- CSAT quarterly response score of 98% or greater
- Net Promoter Survey (NPS) collection from key stakeholders in the client org.
KEY FUNCTIONS OF AN
I.T. DEPARTMENT
Centralized Services
This involves managing & maintaining the organization’s hardware, including servers, networking equipment, assets, and data storage systems.
- Optimizing, updating, and maintaining software applications and systems.
- Ongoing, real-time monitoring of IT infrastructure, databases, and applications.
- Planned patch management, proactive alerting & issue response.
- Manage onsite & cloud backups.
User Support & Help Desk
Providing technical support to employees or customers who encounter IT-related issues 24/7/365. This can include troubleshooting hardware and software problems, answering queries, and offering guidance.
Project Management
Overseeing IT projects from initiation to completion. This involves:
- Setting objectives
- Allocating resources
- Managing timelines
- Ensuring project success
Vendor Management
Managing relationships with technology vendors and suppliers.
This includes:
- Negotiating contract
- Evaluating vendor performance
- Procuring hardware and software
End-User Training and Education
Ongoing creation and maintenance of a knowledge base, that includes common issues and self-help guidance for their solutions. Providing training and educational resources to employees to enhance their IT skills and awareness of security best practices.
Triage/Intake/Coordinate/Escalate
- Log incoming service requests, incidents, and technical issues.
- Assess and prioritize them based on predefined criteria and allocate to appropriate IT Technician.
- ContainmentIdentify and escalate incidents in accordance to established protocols.
- Maintain documentation end-to-end documentation on all reported issues and keep end-user updated on status.
SECURITY ALIGNMENT
Compliance/Regulatory/ Risk Governance
Proactive audits, assessments, and policy development to ensure that the organization complies with industry-specific regulations and data protection laws, such as PCI DS, CMMC or HIPAA, as applicable. Development of risk appetite and control alignment.
Disaster Recovery and Business Continuity
Developing, maintaining and testing plans to ensure that the organization can recover from IT failures or disasters and continue its critical operations.
Incident Response
Team ready to execute practiced, planned, and documented response to any security incident or breach. Framework includes:
- Detection
- Containment
- Eradication
- Recovery to recovery point & time objectives
Cybersecurity
Protecting the organization’s digital assets and data from cyber threats. This involves implementing tailored security measures such as:
- Firewalls
- Antivirus software
- Ecryption
- Endpoint segmentation
- Monitoring for security breaches
TECH ALIGNMENT & STRATEGY
IT Strategy and Planning
Collaborating with leadership and other departments to align IT strategies with business goals. This includes:
- Evaluating and adopting new technologies that can improve efficiency or create a competitive advantage.
- Managing the IT department's budget
- Technology steering
- Solution design
- Including allocating funds for projects, maintenance, and upgrades on a well-planned technology roadmap.
Modernization/ Automation/ Innovation Readiness
Staying up-to-date with emerging technologies and trends to identify opportunities for innovation and process improvement to increase operating efficiency and competitive advantages.
Documentation
Maintaining comprehensive documentation of IT systems, procedures, and configurations to facilitate troubleshooting and knowledge sharing.
Technology Standards & Alignment
Audit the use of standardized technologies, processes, and industry best practices across the organization.
- Establish guidelines, specifications, and best practices that define how technology components should be implemented over time.
- Enable better visibility into resource usage and performance, making it easier to optimize IT assets and respond to changing demands.
Data Management
Managing and maintaining databases, ensuring data integrity, and facilitating data access and reporting. This includes data backup and recovery processes.
WHAT IS INCLUDED IN OUR FULL
MANAGED ESSENTIAL AGREEMENT
INFRASTRUCTURE
PROACTIVE
TECHNOLOGY
MANAGEMENT
CENTRALIZED
SERVICES
- System Monitoring and Alerting
- Onsite and Private Cloud Backup
- Desktop and Server Optimization
- Anti-Virus & SPAM Management
- Patch Management
- Asset Tracking and Documentation
TECHNOLOGY ALIGNMENT PROCESS
TECH STANDARDS AND ALIGNMENT
- Technology Standards Review
- Best Practices Review
- Centralized Performance Report
- Network Utilization Reports
- Technology Alignment
ACCOUNT MANAGEMENT
DEDICATED VCIO
- Technology Roadmap
- Design Desk
- Budget Planning
- Business Planning
- Business Impact Of Technology
STRATEGY
SERVICE DESK SUPPORT
CUSTOMER SUPPORT TEAM
- Guaranteed Response Time
- Unlimited Helpdesk Support
- Onsite Visits
- Customer Portal and Ticketing System
- Remote Support Faramework
- Vendor Management
ONE PAGE DISASTER RECOVERY PLAN
RECOVERY POINT OBJECTIVE
BUSINESS DATA
- How much business data can you afford to lose?
- Minutes? Hours? Days? Weeks?
RECOVERY POINT OBJECTIVE
BUSINESS TIME
- How much business data can you afford to lose?
- Minutes? Hours? Days? Weeks?
Production Server
Onsite Backup Appliance
Secure SSL Connection
Private Cloud
DELIVERABLES INCLUDED IN OUR FULLY MANAGED ESSENTIAL AGREEMENT
Centralized Services: Meet our Centralized Services team at Straight Edge—your dedicated partners in delivering efficient and flawless IT support. They proactively manage and maintain IT environments, ensuring seamless operations and minimizing downtime. Say goodbye to disruptions and hello to a world of tech excellence with Straight Edge!
Deliverables
- 24/7/365 Network System Monitoring & Alerting
- Networking Support
- Centralized Patch Management & Preventative Maintenance
- Asset Procurement, Warranty, & Inventory Management
- 24/7/365 Security Systems Monitoring
- Managed Onsite & Cloud Backups
- Enhanced Security Posture
- Anti-Virus
- Content Filtering
- Phishing Simulator, Training & Reporting
- SPAM Filtering
- Threat Hunting
- Next Generation Anti-Virus
Endpoint Segmentation
Dedicated vCIO
What is a vCIO?!
Get ready to supercharge your organization’s technology strategy! With your assigned vCIO (Virtual Chief Information Officer), you’re in for an exciting journey. They’ll forge strong relationships, dive deep into your operations, objectives, and challenges, and work tirelessly to align your IT with your unique needs. With their guidance, you’ll navigate the ever-evolving tech landscape with confidence, optimize your IT investments, and position your organization for growth and success. Welcome to a new era of strategic IT excellence!
Deliverables:
- Technology Strategy Planning
- Strategic Business Reviews (SBRs)
- Solution Design
- Technology Roadmap
Service Desk Support
Introducing the Straight Edge Service Desk Support Team—your dynamic, all-Texas crew! Our local experts bring the Lone Star spirit to IT support. It all starts with our Service Coordinators who handle service requests and coordinate with a flair for urgency and impact. Armed with authority to escalate when needed, they fine-tune ticket management for top-notch efficiency and satisfaction. And our seasoned technicians? They’re lightning-fast problem solvers and a pleasure to work with!
Deliverables:
- Guaranteed Response Time
- 24/7/365 Helpdesk Support
- Onsite Visits
- Customer Portal and Ticketing
- Remote Support
- Vendor Management
Business Continuation & Disaster Recovery
Exciting news! Our support plans are tailored to your organization’s exact needs, with data Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) agreed upon by your team. Plus, we’ve got your back with backup and redundancy for seamless business continuity. And rest assured, regular testing ensures we can restore systems and data within those RTOs, while backup schedules align with RPOs to keep your data loss to a minimum. Your data is in good hands!“
Deliverables:
- Backup Schedules
- Defined RTO and RPO Objectives
- Emergency Response Plan
- Business Recovery
- Regular Testing
HOW THE FEES WORK
Say goodbye to budgeting surprises and invoice headaches! At Straight Edge, we’re all about simplifying your life. Our pricing is refreshingly straightforward, with just four clear categories of line items. And the best part? All our managed services come in one flat monthly fee! That means you can finally plan, forecast, and align your IT budget seamlessly with your business goals!
One-Time Fee
White Glove Onboarding: Our onboarding fee, equivalent to the first month’s pricing, reflects our white-glove approach and ensures that the dedicated hours and attention we invest align seamlessly with your onboarding project’s requirements.
This is charged upfront and must be paid before work begins.
Monthly Recurring Fees
Managed Services Flat Fee: Straight Edge Technology’s flat rate monthly cost for managed services is billed monthly at the beginning of the
month. Credit card, e-check or ACH payment is required.
Microsoft Licenses Subscriptions: At Straight Edge Technology, we streamline Microsoft licensing. This is billed as a separate line item.
While the cost is determined during onboarding, our meticulous approach ensures transparent, right-sized subscriptions. Our commitment
to value starts with onboarding, where we’ll optimize licensing to dial-in costs with no surprises.
Backup Storage: We verify data usage and storage capacity during onboarding to determine accurate pricing as a separate line item for our
managed clients. Our experts optimize your strategy and provide transparent pricing during onboarding—no hidden fees, just tailored
solutions from day one
