CORNERSTONE VOL. 2 ISSUE 10 Oct. 2004 Highlighted Project: Foundation News: Colle+McVoy Help Desk Meet John Brenner Colle+McVoy has worked with The Foundation for the past John Brenner joins The Foundation as Vice President of 18 months, starting with purchasing hardware and software Technology. and moving into consulting and planning. Recently, The Foundation helped Colle+McVoy with their IT Department’s transition into supporting their sister company, Mackenzie Marketing. To make a smooth changeover The Foundation offered solutions for remote machine inventory and updating, Casper and Jamf Software Server to compliment Colle+McVoy’s use of Timbuktu, and had ideas for extending help desk services to the remote location. “After a few mis-steps I returned to Chip [Pearson] explaining that extending help desk services to another company was a much larger and complex project than I initially anticipated. In the ﬁrst six months of supporting the new users everyone was quite unhappy (including my IT staff). There were breakdowns in communication at almost every level. On top of this situation, I learned Colle+McVoy’s I.T. Department was soon to take over help desk support for a new ofﬁce in Chicago and I didn’t want to make the same mistakes again,” said Bill Hansen, IT Director of Colle+McVoy. So Colle+McVoy came to The Foundation, looking for a John Brenner John comes to The Foundation with an extensive background better solution for their help desk. Chip pointed them to in enterprise computing, including 12 years of experience 1543AD and Chris Judson. Chris had experience in rolling with Fortune 500 companies. For the last ﬁve years, John out help desk services to companies with multiple locations. supported a leading international print manufacturing, and document management company. John brings to “Over the past three months Chris has helped me develop The Foundation a broad range experiences, including the software and hardware requirements that will feed into a opening of international outsourced ofﬁces, process control, Service Level Agreement, which will be used as the basis for document production, workﬂow automation and systems help desk services at each new company we support. He has integration. With his vast technical background John has also developed a detailed project plan to keep the process architected solutions in Active Directory and Mac OS X moving forward and set expectations both internally and for integration. the new companies we support,” said Bill Hansen. John has a divergent technical background and is platform agnostic; he believes that the right tool should be used for the The initial beta testing of Colle+McVoy’s help desk offerings right job. will begin in November. The new processes and services should be deployed across all three ofﬁces by March 2005. Industry News: The Foundation Help Desk Sales Special: In addition to drop off repairs and onsite service, The Foundation is offering its current client Help Desk support to Free RAM! clients with a service level agreement (SLA). At the Help Desk we offer phone support for remote help and trouble-shooting Get 1GB RAM (2x512MB DDR PC 3200 DIMMs) free with for all network devices. SLA clients have secure VPN access the purchase of any XServe G5. to the Help Desk and its resources. This access allows The Foundation to monitor networks and devices, as well as gives the Help Desk remote control access to servers and desktops for immediate trouble-shooting. How the phone support part of the Help Desk works is that a client calls with an issue regarding their workstation, server or Continued on page 2... Upcoming Events: Tech Tip: Service Level Management and Hardware and Software Inventory Help Desk Solutions In the world of technology, digital methods of organization make it easier than ever to collect and analyze data, but an Today’s leading IT managers are building process-based ironic and frequent problem for our clients is a lack of a organizations and demanding a culture of service. As business current inventory of the software and hardware that they own. demands on IT continue to increase, Service Level Management There are many reasons that a full inventory of hardware and helps scope, maintain and improve IT service quality ensuring software is useful. success for both business and IT. The most common SLM tool, the Service Level Agreement (SLA), has helped several IT As a business acquires more computers it becomes difﬁcult organizations meet today’s current demands! to tell at a glance what you have. Even more difﬁcult it is to tell what each machine’s speciﬁcations are, such as processor In this session, learn about the key ingredients of successful speed, RAM and hard drive space. Having a list of all the Service Level Management including SLA design and the computers that a company owns, ranked by processor speed MAX Help Desk Management System. In the lab section of can be invaluable to gaining the most out of the machines this seminar we will demonstrate the features of MAX and in use and replacing the least powerful machines ﬁrst. An show how a simple tool can provide your IT department with inventory report can also be used to quickly judge which valuable results. computers are capable of running speciﬁc software and which require more RAM. When you have a complete picture of your Meet the presenters: business hardware, its much easier to make clear purchasing Michael Volchok is owner of Volchok Consulting a technology decisions, whether new hardware is needed, or the current consulting and support company he founded in 1993. Michael will do just ﬁne for whatever new task is presented. helps design and support MAX Help Desk. Michael has also appeared in the Wall Street Journal, ABC News, Newsweek, Along with a hardware inventory, a software inventory is and MSNBC.Volchok Consulting’s clients include: J. Walter essential for determining software license compliance. If you Thompson,Young & Rubicam, Maxim Magazine, Blender know that your company owns seven licenses of Microsoft Magazine, Landor, Burson Marsteller, Sudler & Hennessey. For Ofﬁce, and the inventory determines that it is installed on more information on MAX go to www.maxhelpdesk.com, for six computers you may have saved the cost of an additional more information on Volchok Consulting go to license. Conversely if you have ﬁve licenses for Photoshop, but www.volchok.com it is installed on 10 computers you are now aware that you need to purchase more licenses or remove the program from Chris Judson is a partner at 1543AD, a business and technology some workstations. As software companies become more consulting ﬁrm focused on designing, developing, and aggressive enforcing their copyrights, having a list of what revolutionizing IT processes and organizations. Chris helps software is owned by your company is invaluable. his clients manage projects to completion while developing operational processes through-out their organizations. Chris In the event of an emergency, a theft, a ﬂood or a ﬁre, a also lectures on technology management at Hamline University. complete list of the hardware and software that a company For more information on 1543AD go to www.1543AD.com. owns will be extraordinarily useful in making an insurance claim and potentially identifying stolen equipment if the police Join us on Thursday, October 21st at 2pm in the Holden locate it. Center at Dunwoody College of Technology. To register please visit www.fndtn.com/events. The Foundation provides a service called the Orange Book, which, among other features, takes an inventory of your Industry News Continued... hardware and software. We recommend that all of our clients other device, a Foundation technician takes the call and uses have an Orange Book created and kept up to date, so that VPN access to look at what the client is seeing on their monitor. your company always knows the resources it owns. Then the technician then can remotely control what the problem device for issue resolution, walk the call through while watching their screen, or escalate the call to onsite support. The Help Desk is responsible for the remote monitoring of managed network devices as part of a SLA. Help Desk technicians will often know about an outage before end users and will resolve any issue, and only escalate it when remote access cannot repair the problem. With the Help Desk come many beneﬁts including faster tech response time; cost-effective technical support; and problem diagnosis and escalation. In January 2005 we will be opening up the Help Desk phone support to everyone for immediate remote assistance. If you have any questions about using the Help Desk, or about the beneﬁts of remote support call The Foundation at 612-486-5610, or email firstname.lastname@example.org.
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