Streamlining IT Operations: Bridging the Gap Between IT Effectiveness and Cost-Efficiencies

IT & DATA MANAGEMENT RESEARCH,
INDUSTRY ANALYSIS & CONSULTING
Steve Brasen
Research Director
Enterprise Management Associates
Streamlining IT Operations:
Bridging the Gap Between IT Effectiveness and
Cost-Efficiencies
Chris Distasio
Senior Director of Product Management
Kaseya

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Featured Speakers
Slide 3 © 2020 Enterprise Management Associates, Inc.
Steve Brasen, Research Director, EMA
Steve's career at EMA follows 20+ years of “in-the-trenches” experience in IT systems
support, engineering, and management for high-technology, telecommunications, and
financial institutions. Steve's primary focus area at EMA is on endpoint management
topics, including enterprise mobile management, client lifecycle management, desktop
virtualization, and workspace management.
Chris Distasio, Senior Director of Product Management, Kaseya
Chris is a 20+ year veteran of the IT operations space. Over his career, he has served in
diverse roles across product management, customer success, and professional services and
is passionate about helping customers improve their business(es) through the use of
software. As Senior Director of Product Management at Kaseya, he leads strategy for
discovery, monitoring, and platform integration.

Logistics
An archived version of the event recording will be
available at www.enterprisemanagement.com
• Log questions in the Q+A panel
• Questions will be addressed during the Q+A session of
the event
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EVENT RECORDING
A PDF of the speaker slides will be distributed
to all attendees
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Slide 3

Steve Brasen
Research Director
Enterprise Management Associates
Streamlining IT Operations:
Bridging the Gap Between IT Effectiveness and
Cost-Efficiencies

Agenda
• The True Cost of IT Operations
• Barriers to Enabling Cost-
Effectiveness
• Best Practices for Achieving IT
Efficiencies
• Adopting Optimal Solutions

The True Cost of IT Operations
All modern-day enterprises are
dependent on the successful delivery
of IT services.
Business IT management
requirements are rapidly evolving to
address…
• Increased reliance on cloud services
• Increased user device heterogeneity
• Increased workforce mobility
• Increased challenges for security and
compliance

To address increased IT requirements,
organizations are experiencing
significant cost-overruns
According to EMA primary
research, more than half of all
businesses consider “cost
reduction” to be a primary focus
of their current IT management
strategies

Enterprise IT cost elements can be
logically organized into three
principle categories:
• Capital expenditures (CapEx)
• Operational expenditures (OpEx)
• Indirect business costs

Barriers to Enabling IT Cost-Effectiveness
Inefficient IT deployments rapidly consume budgets and erode profitability
Management complexity and
costs exponentially increase
as new technologies and
service are layered on top of
legacy resources

Management resources are
often adopted to resolve
specific “pain points”
Layers of unintegrated and
independent point products
leads to “swivel-chair
management”

Systemic reactive firefighting
The Brake/Fix Cycle of REACTIVE IT Management
Organizations that are reliant on reactive processes for endpoint
management often get trapped in the break/fix cycle of systemic “firefighting”
IT operations fixes the symptom of
the problem, but not the root cause
A failure occurs
The same failure occurs again at a
later date

Bridging the Gap
IT Effectiveness IT Cost-Efficiencies

Best Practices for Achieving IT Efficiencies
Cost optimization must be part of
the organization’s culture
• Ensure strategic capacity
planning for every IT purchase
• Champion expense
management across all
departments

Enable direct cost reductions by…
• Consolidating backend services
• Minimizing hardware and software
purchases
• Leveraging IT management
technologies
• Working with solution providers
that drive higher value in their
products and services

Transition to cloud-hosted services
• Reduces server maintenance
costs
• Improves IT availability
68% of surveyed organizations who transitioned applications to
cloud services noted they had achieved significant reductions in
management costs

Employ Policy-Based Automation
• Any repeatable process can be
automated
• Minimizes efforts, allowing
administrators to do more with less
• Enables IT self-healing
• Empowers users with self-service
capabilities
• Standardizes IT management
processes

 Predictive monitoring and
remediation prevents IT incidents
 Policy guided automation drives
standardization
 Continuous maintenance and
auto-remediation decreases ticket
volumes
The most efficient approach
to IT management is
PROACTIVE

Enable remote management to
support workforce mobility
 Introduce remote access and
control capabilities
 Support BYOD initiatives
 Ensure Zero Trust remote
access to business IT resources

Adopting Optimal Solutions
“Value” in an IT management solution is determined by comparing
total cost of ownership (TCO) against return on investment (ROI)
TCO elements of an IT
management solution include:
• License fees
• Infrastructure costs
(if applicable)
• Maintenance costs
(if applicable)
• Management time and efforts

Key functionality of an effective IT
management solution includes:
• Integrated solution with centralized console
• Holistic visibility across the entire support stack
• Enables policy-based automation
• Intuitive and easy-to-use interface
• Remote monitoring and management
• Process workflow integration
Functionality determines ROI and should always outweigh TCO

Process improvements and management
tools should be introduced strategically
and systematically
• Initially introduce only one or a few
process improvements
• Prioritize process improvements that will
address the most significant challenges
and business expenses
• Allow sufficient time to work out any
issues with recently introduced before
moving on to introducing additional
management capabilities

Kaseya
Kaseya provides software
solutions designed to simplify IT
management through seamless
workflows & automation
Kaseya VSA delivers
comprehensive support for:
• Endpoint management
• Remote monitoring and
management (RMM)
• IT Automation

Streamlining IT Operations: Bridging the Gap
Between IT Effectiveness and Cost-Efficiencies

Product Roadmap Update 25
Must find a way to immediately
reduce hard costs for software KIT
used to deliver managed services.
CONTROL COSTS
Must do more with less.
Adapt to changing demands despite
reduced budgets and staff.
INCREASE TECH EFFICIENCY
Deliver all of the technical capabilities
the business requires; including
Security, BCDR and Compliance.
DELIVER ESSENTIAL IT SERVICES
Common IT Goals & Challenges

Kaseya's Core IT Management Platform
Service Desk IT DocumentationRMM
Endpoint
& Network
Management
PSA IT Docs

Kaseya VSA
Endpoint and
Network Management
• Discovery &
Network Visibility
• Remote Control
• IT Automation
• Patch & Vulnerability
Management

Let’s Look at 3
Efficient Workflows
1. Identifying and Resolving an IT
Incident from the Topology Map
2. Auto-remediating IT Incidents
3. Implementing IT Automation

Product Roadmap Update
VSA Discovery & Network Visualization
Up / Down
Asset Status
Topology Map
Spot an Issue
1

VSA Network Visualization & QuickView
View Detailed Asset Information
Start to
Remediate

VSA Network Visualization to Remote Endpoint Management
QuickView
Live Connect
Topology Map
Troubleshoot

Remote Endpoint Management
Now even more critical for managing
WFH users’ devices
Easily access remote, off-network
devices to troubleshoot issues

Resolve Incidents Fast with Auto-Remediation
Endpoint Monitoring Actions:
• Alarms
• Tickets
• Scripts
• Email Notifications
Alert:
Low Disk Space
Action
Auto-remediate:
Run Script to
Clean Up Disk
Space
Example: Create
Ticket
Run Script
from
Service
Desk
2

Auto-remediate Tickets in Service Desk
Set Up Automation
Workflow in
BMS / Vorex
Automatic Execution of
Agent Procedures from
Service Desk

Implementing High Powered IT Automation
Essential
Components:
Automation Marketplace
Policies
Ability to Execute from Anywhere
3
3

Automation Exchange:
Quickly find the automation you need
• Agent Procedures (Scripts)
• Monitor Sets
• Reports

Policy Based Automation – Drives Standardization
Policies Specify:
• Scheduled Activities– Scans, Patching, Routine Maintenance, etc.
• Monitor Sets– What to Monitor on the Endpoint
• Actions to Take When there’s an Alarm– Run a Script, Create a Ticket, etc.

Example Automation Workflow
1 2
Download & Import into VSA
Customize in Editor, As Needed
Or, Create New Scripts
Find the Automation You Need
4
3
Execute from:
• VSA Desktop
• Fusion Mobile App
• BMS Service Desk
• IT Glue Documentation
Set Up Policies

Product Roadmap Update www.kaseya.com2020 IT Vision: Identify and Resolve IT Incidents Faster With Network Visualization
Next Steps
• Schedule a Personalized Demo
www.kaseya.com/get-started/vsa-demo/
• Get the Streamlining IT Operations white paper.

Streamlining IT Operations: Bridging the Gap Between IT Effectiveness and Cost-Efficiencies

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Streamlining IT Operations: Bridging the Gap Between IT Effectiveness and Cost-Efficiencies