One of the great things about being a managed IT provider in San Diego County is the outstanding organizations and people with whom we get to work.
This year, we were excited to kick off our first annual jacket and toy drive with MAAC. MAAC is a non-profit organization that has supported the San Diego County area for over 50 years with advocacy and high-quality programs that maximize self-sufficiency among the vulnerable members of our communities.
Generous donations from centrexIT families filled up our server room this year. MAAC will distribute the warm clothing articles and gifts to families in North San Diego County.
How Can We Help?
The more we’ve worked with MAAC this year, the more we’ve come to realize how life-changing their programs are, and the more we are impressed by the dedication and commitment of their staff to the individuals and families they serve. The last couple of months offered us an excellent opportunity to participate by donating warm clothing items and gifts for MAAC to distribute to the children within their programs.
Who is MAAC?
Since 1965, MACC has helped increase the self-sufficiency of individuals and families in San Diego County by using a holistic approach focusing on five different areas of service: Economic Development, Education, Health & Well-being, Housing, and Advocacy & Leadership Development. These Pathways of Service provide many different channels of support and advocacy for those who need it.
For instance, programs such as the STEP (Striving Towards Economic Prosperity) Program helps individuals gain self-reliance. Other Educational programs, like Head Start, help nearly 2,000 children and their families in the North San Diego County areas by giving early educational support.
Filling a Real Need
Many of the families participating in MAAC’s Head Start and Preschool programs have children who qualify for seasonal outreach programs such as Toys for Tots. However, the teachers and staff at MAAC know that it’s not just gifts that make a difference this time of the year. As mild as San Diego County is, compared to the rest of the country, it still gets uncomfortably cold in the winter. Thus, MAAC commits to providing warm clothing to families during this colder season as well as outreaching with gifts.
Our employees collected jackets, warm lap blankets, and hand-knitted hats to send to MAAC for their winter warm clothing drive.
Grateful to Give Back
Providing managed IT support for clients is rewarding for us at centrexIT because we love geeking out with technology. Still, more than that, we love supporting the missions of the organizations we work with every day. Participating in the jacket and toy drive this year allowed us to provide direct support to an outstanding San Diego non-profit organization, MAAC. Thank you, MAAC, for all that you do!
Other Ways of Giving Back
For those interested in more information about MAAC’s impact on the community, you can find it on their website. And of course, donations are always welcome.
IT companies and managed services providers are notorious for thrusting “their solutions” on to a client even in situations that might not be in the best interest of the client. Forcing a square peg into a round hole usually turns out bad for the company and the result is costly downtime, not to mention needing to eventually rip and replace the hardware and software that was ill-equipped to help the business grow.
The IT company of the future is one in which the IT company truly understands the needs of their clients and then designsa solution that is truly beneficial and scalable for the intended company.
If a company doesn’t need physical servers… then don’t give them physical servers. Just because you’re a Dell partner and you get a screaming deal on hardware that you can subsequently up-sell to the client, doesn’t mean you should actually implement those servers. A modern managed service provider will implement modern solutions in order to achieve a modern office. If they don’t… then run!
When talking to IT service providers, pay close attention to how they talk about their “solutions.” Pay attention to how well they listen and how earnestly they’re seeking to understand your unique situation. Try and determine whether they are a service provider who is focused on “desired outcomes” or whether they are just trying to add nodes to their NOC.
Many IT leaders simply gravitate towards the strategies that come easiest to them. They’re often more comfortable focusing on the technology they’re familiar with at the expense of long-term planning. They may overlook things such as personnel, processes and business cultures. All of it needs to be taken into consideration. You don’t want a technology provider. You want a business partner with an emphasis on technology solutions who doesn’t get hung up by their own ego. You want a provider that has big picture thinking with precise execution and who is committed to the desired outcome.
IT companies of the past have sadly been about tools and band-aid like fixes to “get them by.” But we’ve set out to revolutionize the image of an IT provider. Tech innovations improperly implemented at the expense of the long-term desired outcome of the business can come at a horrific cost. We’ve seen it time and time again…
Understanding the Capabilities and Limitations of Solutions
When selecting a solution for a specific challenge your clients’s business is facing, it’s important to consider its capabilities and its limitations. You’ll only get an idea of where a solution might take you and how close it’ll get you towards a desired outcome when you understand these things. Simply implementing a new type of technology and hoping it’s the silver bullet solution to your problems doesn’t tend to work out well for IT leaders.
Every solution you implement in your workplace has a range of capabilities. Take time to understand what the chosen piece of technology is capable of doing and how it will change the IT infrastructure in place. Doing so will give you a much better idea of what that technology will change and what it’s capable of helping you achieve. A little research and a lot of consideration will be needed in order for you to get this right.
Of course, the capabilities of the solution only make up one side of the coin. It’s just as important to take into account any limitations that are in place too. Every possible solution you can implement has a set of limitations because no solution is perfect and it’s rarely possible to find one that answers all of your problems and sets your business on exactly the right path.
It always makes sense to fully understand the capabilities and limitations of any solution you choose to implement. Full awareness provides you with better insights and the ability to make the right decisions for your business. IT leaders will ultimately find that it makes reaching their desired outcomes much easier.
Understanding the Importance of People, Process and Culture
The people working for a business are just as important as the new technologies that are being implemented there. The technology should serve the people who work in the business. Working on motivating and developing the skills and capabilities of a team is vital work for all leaders in business and IT especially.
Processes that are reliable and consistent will lead to a more positive workplace in which people really feel like they can work well and productively. For employees, consistency and a common understanding of how things should be done within the IT structure is the key to productivity.
The overall culture of the business or a particular department within the business can have a big impact on how work is completed. People routinely overlook the role that IT plays in the culture of any company. Frustrated, confused, and hindered employees cause more trouble for growing organizations than anything else.
Why A Focus on Desired Outcomes Matters Most
But why should we focus so heavily on outcomes? If you can understand the business goals of your clients in conjunction with their current technological infrastructure, you’ll have much greater insight into how to help that business grow. And that’s usually the outcome we all desire. Growth. Scalable, manageable growth.
So what if we as an industry geared the technological solutions we provide for a client around what they are trying to accomplish instead of what we are trying to accomplish.
Instead, IT leaders and managed service providers often choose what they think works best, even when they haven’t taken the time to understand their client’s desired outcome. They’ll do what’s easiest and what comes most naturally to them without thinking about the destination. It’s a classic tale of how so many companies get lost on the way to their destination. They didn’t have an IT guide to help take them safely there.
Apple is continuously innovating and spreading its influence across industries, and its most recent moves focus on life sciences, healthcare and biotech, including its expansion in San Diego with a new campus. With Apple’s new San Diego campus, life sciences companies can expect several opportunities they can leverage. Here are some key aspects to consider:
New Jobs Means New Potential Partnerships
Apple’s new San Diego campus means job creation and partnership potential for the San Diego life sciences market. Within five years, the company plans to create at least 1,000 or more new jobs in San Diego alone. This is just a fraction of the 20,000 new jobs Apple plans to create in the United States by 2023.
Apple’s San Diego campus will most definitely attract more talent in the area, and the company has the opportunity to review thousands of applications from San Diego’s tech-educated population to fill the new positions in IT services.
This access to Apple’s talent can mean opportunities to connect with tech industry leaders and talent who can help life sciences companies accelerate their endeavors.
This expansion can also mean partnership opportunities with life sciences companies to support applications and innovations, including having secure access to patient health records and other vitals with the patients’ permission.
Apple’s foray in the biotech, life sciences, and healthcare industries has resulted in its partnership with several hospitals and electronic records companies across the country to simplify access to medical records so that patients can easily view their records via their mobile devices and future partnerships can result as Apple continues to expand its presence in the region.
Enhanced Access to Quality Resources
Procuring quality resources has long been a challenge for life sciences companies, whether it means finding the right suppliers to help organizations in the life sciences industry support research and development, enhancing operational efficiency or ensuring the integrity of raw materials.
Apple’s interest in expanding in San Diego means that the city is increasingly attractive to technology companies. This can pose as an opportunity for life sciences to expand their options for obtaining high-quality resources.
Apple’s goal to produce more of its products and parts in the United States gives the company better control over the quality of its products. Life sciences companies that use Apple products to improve its operational efficiencies may have better access to the high-quality resources they need that may play an important role in helping them accelerate their speed to market their products or services.
Ability to Achieve Compliance
With a younger and more tech-savvy consumer base, life sciences companies face the challenge of ensuring their devices, products and services can provide consumers what they need while staying in compliance with local and federal privacy laws.
However, achieving compliance is complex as devices, and products, such as smart watches and apps, can both serve customers while collecting too much data with can create a gray area concerning privacy. But Apple’s presence in San Diego can play an important role in help life sciences companies achieve compliance success.
Apple’s expertise in consumer trust and design have made it successful in its pursuits in the healthcare industry. Users of Apple’s apps and devices, such as the Apple Watch, can store and access their medical information securely thanks to its encrypted passcode.
By figuring out a way to keep consumer information private, Apple presents a unique way for life sciences companies to comply with HIPAA and other privacy laws while staying competitive in their fields.
Final Thoughts
With Apple’s new San Diego campus, life sciences have much to look forward to. From potential partnerships to increased opportunities for resources that can help support innovations, life sciences companies can take advantage of the potential opportunities that Apple’s expansion in San Diego will bring.
Life sciences companies must focus their energies on research and development and not be distracted by other business needs such as complex IT services. You deal daily with the intricacies of your industry and bringing breakthroughs in science to the general public. Your IT needs are many, but you may not be able to adequately deal with them in-house without allocating it a chunk of your budget that is best used elsewhere. Life sciences companies should consider outsourcing their IT needs to an expert life sciences managed service provider. Doing so offers you a number of advantages that will enhance the productivity of your company.
Look Toward Outsourcing Your IT
Many companies simply cannot afford the cost of maintaining a full IT staff. IT employees must have a high level of training and update their education continually. When you outsource your IT needs, you have access to a bigger talent pool, one full of the specialists that you need. You get advanced service while lowering your IT budget, and you can feel certain that you’re getting the best service possible. The significant funds you save can better be used for R&D.
Increased Cybersecurity
Cybersecurity threats have mushroomed in recent years, and hackers have grown more sophisticated and effective. So have the number of cybersecurity companies in San Diego. Your in-house IT department may be able to deal with basic security issues but be at a loss when faced with ransomware and especially damaging viruses. A managed IT company trains its employees to meet the dangers of the latest cyber threats at a level your company cannot manage. The cost of cyber attacks can be astronomical, and the life sciences industry is a favored target. Valuable industry secrets are a strong lure for hackers and scammers, so you need the best protection available.
24-Hour Protection
Your company can experience IT difficulties at any time of the day or night. In fact, if something is going to go wrong, it will probably happen at 3 am. By the time you discover the issue the next day, you may have lost valuable data as well as hours of time. A managed IT company will monitor your company’s IT status and take immediate action if there is an outage, cyber attack or other issues. They will limit your company’s downtime, which can save you hundreds of thousands of dollars. And you’ll be able to sleep better at night knowing that you are protected.
Cloud Computing
A managed IT services company offers you cloud computing, so a break-in or natural disaster will not be catastrophic for your research and client data. Even a devastating flood will not completely close down your business. You can simply have employees use laptops off-site to gain access to their files, which are safely kept online. While you might lose computers, you will not lose expensive servers or be forced to shut down for days or even weeks.
Software as a Service
Your company will also benefit from Software as a Service (SaaS). Instead of purchasing individual licenses for software and installing them on each office computer, a managed IT company will offer SaaS. You are then charged on a subscription basis, paying monthly for the software you need. A managed IT company will help guide you toward the best programs and make certain that your business stays up-to-date by offering you the latest software.
Your employees save time and effort with this arrangement. The software is already configured and can be easily installed from the cloud. The IT company will arrange for automatic upgrades as well. If you are currently managing your software in-house, you know how frustrating and time-consuming that process can be. Outsourcing your IT also frees you from a number of other software worries.
Faster Troubleshooting
A managed IT company has the resources to develop a sophisticated ticketing system and highly trained customer service crew so that your employees do not have to wait endlessly for help. Many companies who try and keep their IT in-house are stretched thin and don’t have the personnel to deal with the many issues that can arise in your business each day. The life sciences industry, in particular, cannot afford delays during their complex processes.
Outsourcing your IT means that problems will be prioritized and help quickly dispatched. Problems are less likely to fall between the cracks because you will be working with an extensive team with the time to devote to your critical issues.
Life Sciences Companies and centrexIT
For many companies, outsourcing their IT department makes a great deal of sense. Your company will benefit financially and be better able to keep up a high level of productivity. The life sciences industry is a demanding one, and you need to focus on the research and development aspect of your business. Maintaining your servers, software and security is time-consuming and difficult unless you outsource those tasks to the experts.
You can find the IT knowledge that you need at centrexIT. Our experts offer you a true IT partnership while delivering the latest in security measures and cloud operations technology. The work you do is too important to leave your data to anyone except the experts. For more information, log into the website and take our free assessment.
From smart spaces to big data in the cloud, technology has opened the world to businesses of all kinds. Whether your company relies on an established in-house IT staff or outsources data management to managed service providers, innovations in artificial intelligence, cloud computing and other kinds of technology can give your company the advantages it needs to succeed. Here are 15 ways today’s tech can help your business beat the competition.
1.Smart Spaces to Save Resources
The rise of “smart” technology – devices capable of communicating with each other as well as users – can improve not only a company’s workspaces, but also save money. Smart spaces allow users to control just about every aspect of the environment, such as turning lights and heat on and off.
2.Increased Accessibility on Every Level
Cloud computing and web-based services provide ways to stay accessible to customers, clients and peers at any time, anywhere. Cloud services offer secure data storage, round the clock IT support, and the tools to respond to issues, questions, and concerns whenever they arise from any device.
3.Constant Connectivity
Cloud services and the rise of smart mobile devices make it possible for a company to stay in touch with its customers, vendors, and others in the network at any time. Constant connectivity improves customer engagement and promotes collaboration.
4.Instant, Accurate Information
When company data and policies are accessible to anyone from a single centralized source, accuracy improves. The latest version of company documents can be instantly accessed at any time, which reduces ambiguity and enhances a company’s authority. For consumers, too, instant access to the latest company information can encourage connections and build a brand’s reputation for transparency and trust.
5.Collaboration for Better Productivity
Digital technology makes round the clock collaboration possible, which can boost productivity and build cohesiveness when members of a team are working remotely. When project materials are available from the cloud on any device, at any time, projects and products can be completed more quickly, which saves resources on multiple levels.
6.Access to a Global Workforce
Digital technology also enables companies to take advantage of the skills and expertise of a global workforce. With cloud-based data management that can be accessed from a variety of devices, your company can connect with contractors, consultants and experts from anywhere in the world to solve problems and create new products and services.
7.More Efficient Data Management
Cloud services and remote managed IT services allow companies to store more data, more securely, than ever before, and to access it whenever needed. These kinds of services allow users to access data immediately and share it as needed, without the need for on-site storage that consumes resources and requires onsite IT staff for managing the system.
8.Advanced Analytics for Better Performance
Digital technology also provides tools for advanced analytics, which provides sophisticated insights into a company’s performance according to a variety of metrics, and also reveals key information about competitors that can be useful in planning new products and strategies.
9.Improved Accuracy With Automation
Automation, driven by artificial intelligence that “learns” to adapt to changing information, can improve the accuracy of processes ranging from accounting to complex medical procedures. Without the variables of “human error,” many functions can be performed with greater efficiency and precision, freeing human resources for other uses.
10.Increased Worker Satisfaction and Support
A technologically advanced workspace increases worker satisfaction by providing user-friendly tools to make their jobs easier, and their work environment more comfortable. That can help companies to recruit quality employees and retain existing ones for a cohesive, skilled workforce that enhances the company brand.
11.Improved Experience for All Users
Technology improves user experiences of all kinds, making it easier for customers and clients to contact companies and stay engaged with brands they trust, and for others in the company network, such as vendors, contractors and colleagues, to conduct business smoothly and efficiently. With instant, round the clock connectivity, everyone involved can resolve issues and handle transactions quickly and efficiently.
12.Efficient Use of IT Resources and Staff
Digital technologies allow companies to use IT resources more efficiently. Outsourcing many basic IT functions to the cloud, or to a remote management team, reduces the need for a dedicated on-site IT team for maintaining and upgrading in house systems and allows existing IT staff to take on new roles and responsibilities.
13.Lower Costs for Computing and Data Management
Along with IT staff, in-house computing systems cost money in terms of buying and maintaining both hardware and locally installed software. But by exploiting the vast data storage and maintenance capabilities of the cloud, companies can save money on overall computing costs and also conserve energy.
14.Safeguards for Company and Customer Data
Keeping sensitive customer data safe is a key to doing business successfully in a digital world. Cloud-based storage and a growing list of cybersecurity resources allow companies to demonstrate a commitment to safeguarding the sensitive personal and financial data customers provide – and that builds trust and enhances a brand’s reputation.
15.Immediate Access to Support Services
With cloud-based technology and responsive devices of all kinds, users can get immediate access to support services from remote service providers, hosting services and a long list of other resources immediately. That kind of quick resolution can help to keep services up and running without interruption, for a better user experience overall.
Innovations in technology have changed the way the world does business. And strategic use of a rapidly growing array of tech tools is making it possible for companies of all sizes to compete in a constantly connected, digitally driven global marketplace.
Life science companies face a number of challenges that require unique solutions. Simply managing their supply purchases take an enormous amount of time and money. Those companies in the San Diego area can improve their situation if they use the services of Biocom and centrexIT.
San Diego has a thriving community of life science companies, many located in Torrey Pines Mesa. Working with centrexIT and the Biocom Purchasing Group offers each of these businesses a number of benefits that help ensure their continued growth.
centrexIT and Biocom
centrexIT is one of Southern California’s leading managed IT service providers, specializing in managing and securing life science company networks and information systems. Part of the respected Biocom network, centrexIT has been a leader in providing IT solutions that make businesses more efficient, productive, and employee-friendly.
Biocom provides an extensive purchasing network that includes top quality suppliers who sell their products to members at a reduced price. centrexIT belongs to this effective network.
Laboratory Needs
Biocom has negotiated a number of highly competitive contracts with life science providers so their members can get the supplies they need at the lowest possible cost. These contracts cover lab supplies, both new and used, gases, on-site services, etc.
The 450 plus California Biocom members give the group power in the industry as does their rigorous 18-month RFP process, which assures quality products and extra purchasing power.
Human Resources
Biocom also enhances a company’s entire culture by improving hiring practices and employee benefits. Members have access to exclusive discounts on competitive employee benefit packages and retirement plans. In addition, Biocom offers culture curators, professional development courses and networking opportunities, all ways to attract and retain the best employees.
Physical Environment
People are the most important business asset, but the physical environment matters as well. A bright, comfortable interior facilitates productivity. As members of Biocom, companies have access to lower prices from well-known suppliers of office supplies, furniture, and technologies that they need to create effective workspaces.
Communication and Data Tools
More than most industries, life science companies must have the latest in communication and data tools to stay competitive. Maintaining that technological edge is less expensive with Biocom’s purchasing power. They have a premier group of suppliers that offer discounts on advanced services and programs such as virtual data rooms, e-clinical services and translational services. In addition, they have a variety of marketing and branding solutions. In the near future, Biocom’s offerings will include discounted programs for communications infrastructure, visual collaboration software and managed IT services.
Travel Discounts
Life science professionals often need to travel extensively. Sometimes budget constraints make attending conferences or other duties impossible. The purchasing power of Biocom allows these experts access to discounts on air travel, hotel rates and rental cars, which makes necessary travel affordable.
centrexIT is the only Biocom IT company in San Diego. Both companies work together to offer life science companies a way to acquire the goods and services they need at a greatly reduced cost. All the suppliers are thoroughly vetted for quality and dependability.
Life science companies cannot afford to go it alone without limiting their supply options. Using Biocom’s purchasing group allows these companies to invest their savings into other aspects of their businesses.
When you’re running a small business in today’s digital world, you can’t leave out IT support. But IT support can quickly take up a small business company’s budget. According to research by IDC, small businesses spent $568 billion in 2017 on IT. Much of these costs can be attributed to labor. Thus, it’s vital for small businesses to be aware of the different costs associated with hiring the right team to take care of their IT-related issues. There are different rates that IT companies charge their clients, and much of it depends on who will be doing the work and what services they will be provided. Here is a guide you can use to help streamline the process of knowing what you should be spending on your IT support.
In-House IT Staff
It’s not uncommon for small business owners to hire an in-house team dedicated to handling IT-related issues. But this is also one of the quickest ways to add expenses to the business and consume your IT budget. You’ll need to fill roles that will be crucial to resolving both short- and long-term IT-related issues and goals, such as network administrators, software engineers, system managers, chief information officer (CIO), web developers and computer support technician. But these roles can each be very expensive. According to the United States Bureau of Labor Statistics, network administrators made an average annual salary of $81,000 per year in 2017 while computer and information system managers can cost $139,2220 on average. You also have to consider that to attract these in-demand workers that you will need to offer attractive benefits, too. In fact, benefits are responsible for a 50 percent increase in payroll expenses and cost as much an average of $11.31 per employee. Some of these benefits can include the cost of fully- or mostly-covered health insurance for the workers and their dependents, tuition reimbursement, life insurance and a generous vacation package. Some small firms and startups are even offering beyond these costs with options
Freelancers
One way to alleviate the high expenses of an in-house IT team is to get the help of an outsourced or contracted worker. Freelancers can prove to be resourceful in this case because they help small businesses save on costs for fringe benefits, such as healthcare, worker’s compensation or life insurance. However, freelancers can command the same rates as in-house staff or even more. Moreover, if you’re not careful and don’t find a way to vet the freelance worker, you can run into issues if they don’t really have the experience or level of expertise you were expecting. There is also no way to monitor what your freelancers are really doing. This is part of why 85 percent of the 2,200 companies surveyed in a 2017 Manta study did not have intentions to hire freelance workers.
MSPs
You can also consider the savings you can take advantage of by hiring a managed service provider or MSP. MSPs offer a great deal of savings for small businesses in need of IT support thanks to their ability to leverage the economies of scale. MSPs often have long and strong relationships with a variety of vendors that can help them provide critical IT support when their clients need them. For instance, MSPs offer a wide variety of services, including 24-hour support, virtual Chief Information Officers (vCIOs) and data backup using on-premise or off-premise cloud servers. MSPs also can provide these services at a discounted rate compared to an in-house team or even a freelancer. MSP costs can vary depending on the services needed but are not the same as funding a full-time employee each month, with rates averaging anywhere between hundreds to thousands per month per user ($200-$2000).
Proactive vs. Reactive
Another important factor that you should consider when choosing among IT support providers is the type of service they provide. MSPs can offer proactive managed services and reactive managed services. With proactive managed services, you can expect to take advantage of preventative measures that anticipate IT-related issues. That means you can expect your IT support team to have a mapped out plan to respond to and prevent disasters and disruptions, such as data loss due to a tropical storm or a data breach. On the other hand, reactive managed services are typical of IT support companies or personnel who act only when a problem arises. The problem with reactive managed services is that it does not take preventative measures that can save small businesses big money. Small businesses stand to save as much as hundreds of thousands of dollars when choosing proactive solutions over reactive managed services, considering that the average cost of damages to IT assets cost businesses $879,582 in 2016.
Final Thoughts
Finding the right IT team or stakeholders to help keep your company operational and efficient is crucial when you’re selecting IT support. Consider the costs associated with each type of provider but don’t forget about taking into account their capabilities. The IT support team that you choose should be able to handle your needs in the most efficient way.
Proper IT management of healthcare information can be a matter of life and death. Most patient information is now kept on private servers or on secure cloud storage providers. While written records still exist, getting patients the treatment they need depends on fast access to accurate digital information. If your IT company isn’t knowledgeable about HIPAA, network security and disaster recovery, people won’t just lose money. Their health can be affected. Not all IT management companies can properly handle the healthcare industry, so do thorough research before you hire one.
HIPAA Adherence
HIPAA stands for the Health Insurance Portability and Accountability Act, which was passed in 1996 to protect individual’s insurance and healthcare information as well as allow individuals to keep their coverage if they lost their job. Any company dealing in health information must follow government regulations to secure and protect the confidentiality of protected health information (PHI). This act pertains to all forms of information, including electronic data. Breaches in HIPAA can lead to fines and other legal action.
Your managed IT service needs to have experience in protecting this information, making certain that it cannot be misused in any way. Unless the firm knows HIPAA rules backward and forward, they are not the right company for you.
Network Security
You will need an IT service that provides flexible solutions for security. Of course, your information must be safeguarded from hacking by malicious third parties, so you need to choose a company that keeps up with the latest in security trends such as incorporating AI, protecting against ransomware, and dealing with the Internet of Things.
Your IT management company should provide the option of a Hybrid Cloud, a system that lets you keep some things in the cloud while maintaining other information, such as that protected by HIPAA, on site. Healthcare providers and insurance companies benefit most from the use of this hybrid system since it gives them the storage they need and protects patient privacy.
Disaster Recovery
When a disaster strikes, natural or otherwise, all types of businesses suffer, but none more than the healthcare industry and their patients/clients. During a hurricane, for instance, you deal with injured people who desperately need to reach their healthcare provider or get information from their insurance company. Any problems with data at that point can have serious consequences.
An excellent IT management company can offer you a HIPAA compliant backup and data recovery plan. Having backup is a different process than actual recovery. Backing up data simply means all data is copied and stored in another location from the original. Recovery means retrieving this backup information, even under the most difficult of circumstances.
Because healthcare data is so sensitive, your IT management firm will have to complete audits regularly to prove that they maintain HIPAA compliance, especially during and after a natural or man-made disaster.
Cloud-based recovery, as well as on-site recovery, is necessary to keep large healthcare facilities running after a ransomware attack, flood or power outage. To ensure that their system is adequate, your IT provider will need to conduct regular testing.
Storage Capability
Healthcare data is exploding, both due to patient records and increased use of digital tools. As a result, initial and backup data requires a huge storage capability. Before choosing an IT management company, make certain that they have this capability and the ability to expand as necessary. Also, find out how much such an expansion in data storage will cost your company. You will need more storage, so plan for this reality now.
Data Integrity
Data integrity simply means that your company’s information is kept safe and private from anyone who should not have access to it. Obviously, the more people who have access, the greater chance of a security or ethical breach. A recent Forbes article suggests that you ask the following questions of IT companies.
How do you keep proprietary and candidate data safe? Ask for specific examples.
If applicable, are you GDPR compliant? GDPR is the new European Union law that regulates data privacy and imposes severe fines for non-compliance.
What are your certifications that apply to data privacy? Have them show you proof of specialized training, awards, etc. You should also add any questions you have that pertain to your particular business.
Healthcare-related businesses require more from an IT management company than businesses from other industries. The privacy issues involved are more sensitive and carefully legislated. Failure to maintain data privacy has severe consequences. The firm’s focus has to be on HIPAA compliance as well as data backup and emergency recovery. A business can lose millions of dollars from even a short period of computer/internet downtime. A healthcare facility or insurance company outage will harm the business financially, but, more importantly, may endanger patient health.
Carefully interview any managed service providers to make certain they can handle your security and storage needs before contracting with them. Inquire about their experience in this particular field and ask for customer testimonials. When it comes to healthcare, your IT management service cannot be less than perfect.
Most small and mid-size companies need outside tech help in order to be successful. Maintaining your own full-service IT staff is expense and often not practical. Still, in today’s business world, no company can function without professional, cutting-edge IT services. That means you must find the right IT services provider to keep your company competitive. You need to be cautious and well-informed before you sign on with a new company. Before entering into a contract, ask their representative the following essential questions.
1. Can I visit your facility?
The answer to this question should be an enthusiastic “Yes!” A professional, up-to-date IT service provider will be happy to introduce you to their staff and show you their facilities. You should view the servers and other tech hardware for yourself. While you may not understand how everything works, you will be able to judge how well the facility is maintained and how helpful the employees and management are. You will also gain insight into their work culture. You’ll want to join forces with a happy workplace.
2. Do you work with any other companies in my vertical?
When you work in a vertical market like banking, insurance, or educational software, you need an IT services company that knows your business. An IT company with no experience in your industry will be less effective in recommending the right software and in helping you comply with federal and state regulations.
3. What is the first thing you’ll do after taking over our account?
An IT company shouldn’t offer solutions until they understand your company’s needs and problems. In fact, they should offer you a free assessment before you even sign up with their company so that they can present you with an informed strategy. Once your sign on, the staff should address whichever issues you both agree is the most pressing.
4. Do you have any examples of how you document a network?
While all IT service providers will provide network documentation, some do it better than others. You should ask to see how they map the network, keep records of past problems, and maintain software information, etc. Without proper documentation, your IT provider will stumble when trying to address any network issues.
5. Who will I work with if we sign up with you?
Although you should be happy with the entire IT services team, you will need a solid connection with a specific point person who makes your business a priority and who works well with your staff. Don’t sign the agreement until you know who your representative will be and you’ve had a chance to interview them.
6. How will you report to me on our account?
Your IT company should employ a variety of communication methods, including video calls, IMs, formal reports, and in-person meetings when necessary. The best companies will modify their methods to suit your needs. Tell them how you wish to receive information and see if they are willing to adapt.
7. What does your response time and service level agreement (SLA) look like?
You should ask to see an example of their SLA so you will know what level of service you can expect. A detailed SLA explains how service will be measured and how violations of the SLA will be addressed. If it doesn’t look good on paper, the actual service will be lacking. The SLA will spell out response time, which should be measured in minutes. No business can afford to wait long for service. Even a short period of downtime can cost companies millions of dollars every year. If the IT company won’t provide reasonable guarantees, their response time may hurt your company.
8. How long have you been around?
Startup companies can be excellent service providers, but their record of success is inevitably short. A company with years of experience should have a proven and lengthy track record and clients willing to offer good reviews. Don’t bet your company’s success on a company with little experience.
9. What are your core values?
IT providers should have and demonstrate core values just as any other business should. They must be proactive and make the customer’s needs their own. If an IT services company can’t quickly articulate their core values, look elsewhere.
10. What do you understand about my business?
An IT company should specialize in research, so they should be able to expertly discuss both your industry and your specific business. Before you sign an agreement, the company should do an assessment of your needs and explain how they will address them. If the IT company does not demonstrate this knowledge, they are not the team for you.
Finding the right IT services provider takes a little time and digging. Don’t hesitate to sit down with their team and go over these ten questions and more if you need additional answers. You need to understand their strategy, their services, and their values before you enter into a contract. In business today, nothing is more important to your success than expert tech help, so give your search the time and attention that it needs.
It’s not uncommon for small businesses to employ IT companies to manage their IT-related issues and functions to maintain operational efficiency. But not all IT companies are created alike. In fact, some may not even be doing what they are supposed to be doing to address the business’s needs. Here are five aspects small business owners should consider.
1. Providing Agile Customer Support
When problems arise, it’s vital for small businesses to have adequate support to resolve the issue as soon as possible. To do this, small businesses should have insanely fast customer support. Without adequate support, small businesses run the risk of significant downtime, which costs businesses $1.5 million each year.
Outages alone resulted in an annual loss of 545 work hours for businesses, and resolving these and other IT-related issues can take an average of 200 minutes per incident. Thus, it’s critical for small businesses to employ IT companies that can provide agile customer support.
This support can be provided by managed service providers or MSPs, thanks to their ability to leverage global resources and staff that work across different time zones to provide round-the-clock support on any day of the year. Small business owners should also consider MSPs that have clearly defined service-level agreements (SLAs) and responsiveness to requests. This helps clarify expectations when IT issues arise.
2. Providing a “Runbook”
If an IT company isn’t providing a “runbook,” it’s a red flag. This detailed documentation provides insight on the company’s entire network, and it’s crucial information for businesses that are considering hiring an IT company. A runbook should be part of the disaster recovery plan and should highlight critical servers, applications, networks and databases so that the business can know how to recreate its systems should a major disruption or disaster take place. Moreover, the runbook should be provided within a few months of taking over.
3. Collaborating
Studies show that collaboration is correlated to high performance within a work environment. But IT departments often don’t promote collaboration. A lack of collaborating with stakeholders can result in delays to resolving IT issues. Thus, it’s important for small businesses to take advantage of IT companies that collaborate and provide company goals. Additionally, they should establish budgets to drive resolution for IT issues.
4. Providing a vCIO
It’s vital to have a virtual chief information officer, or vCIO, who is dedicated to creating and executing the IT strategy. This person should not be the same person as the IT technician. That’s because this position provides high-level consulting. The vCIO will need to be able to direct a team that will be assigned to help the company grow. Small businesses can take advantage of vCIOs to proactively track, assess and maintain the IT security and health of the business when using a reputable MSP. VCIOs also provide specialized IT expertise that small businesses can leverage for establishing their short- and long-term IT goals and strategies.
5. Articulating the Disaster Recovery Plan
Putting off disaster recovery is a big risk thanks to data loss. Disasters give the opportunity for a significant amount of data to be lost — one of the primary reasons business failure happens within a year for 90 percent of small businesses that experience a huge data loss. Natural disasters, such as hurricanes, earthquakes and tornadoes, can interrupt service, damage critical infrastructure and even destroy on-premise servers. Without understanding clearly how things should be run in the event of a disaster, it is hard for a company to efficiently operate. That’s why it’s crucial for companies to employ IT companies that clearly articulate their disaster recovery plan.
Beyond natural disasters, small business owners should take into account major disruptions that threaten to completely halt their business operations. This is especially crucial given that cyberattacks and ransomware incidents are increasingly becoming a huge issue for small businesses. Ransomware costs don’t just stop at the ransom, which can typically cost small businesses between $500 and $2,000 per request. It extends to costs associated with lost production time, data loss and, ultimately, revenue loss.
This can cost small businesses as much as 15 percent of revenue, according to a 2017 Osterman Research report. The report also revealed that the average downtime-related expense was $100,000 for each ransomware incident a small company experienced. What’s even more alarming is that small and medium-sized businesses paid $301 million in 2016 to ransomware hackers alone just to decrypt important files, according to a 2017 Datto State of the Channel Ransomware report.
These types of incidents are part of what caused the immediate demise of 22 percent of organizations with less than 1,000 employees between June 2016 and June 2017. Yet, a 2016 State of Disaster recovery report revealed that only 60 percent of small businesses organizations surveyed actually had a disaster recovery plan, and of those businesses, 40 percent tested this plan every year. So, it’s not only important to have a plan, but it must be articulated and tested frequently as well.
Final Thoughts
Hiring the right IT service provider requires considering important factors that can impact the operation and well-being of the company, such as the need to provide support to stakeholders quickly and being able to articulate the disaster recovery plan. But without assessing an IT company for these aspects, small businesses can easily fall short of getting the solid service they need to maintain operational efficiency. Many of these issues can be resolved with the help of a managed service provider or MSP.
