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A breAk from the routine
it mAnAgers tAlk About the pAins And frustrAtions of routine AdministrAtion, mAintenAnce And upgrAdes.
gartner. Only a small fraction is available for innovation. you’re not alone. in reality. in the latest Gartner cio Agenda research1. improving workforce effectiveness and attracting new customers. November 2005 www. IT managers increasingly see their role as delivering business value rather than managing technology. They want to focus on initiatives that let them deliver better capabilities for less money.WhitepAper introduction: A breAk from the routine is your it department spending too much just keeping the lights on? if so. When money is tight. 1 2 http://blogs. networking. it sometimes seems easier to cut this part of the budget when. their business priorities reflect this. According to the same research. “it management” was tenth in a list of the top ten technology priorities for IT decision-makers. The top five objectives are business process improvement. maintenance and administration of existing systems. smart decision-making can turn early investments in change and improvement into big savings later by reducing the long-term burden of routine maintenance. Around 90 percent goes on routine maintenance and administration costs2. Everyone around the boardroom table shares these goals.com info@messagelabs. such as virtualisation. reducing enterprise costs and increasing the use of information/analytics. respectively). Web 2. but when you look at where it departments actually spend money.com .0. one it department in five spends more than half its time and resources on routine updates.com/mark_mcdonald/2010/01/19/leading-in-times-of-transition-the-2010-cio-agenda/ Gartner: IT Spending and Staffing Survey. voice and data communications (the top five priorities. Software-as-a-Service or SaaS) are a good example and the subject of this paper.messagelabs. cloud computing. according to a Symantec Hosted Services survey of 123 IT managers. a different story emerges. Hosted services (also known as cloud computing.
it takes a long time because they need to continue with their ‘day job’ of keeping existing systems running smoothly.com . filtering. these challenges exist within a wider context. www. if you bring in consultants to implement changes. At the same time.” Tedious. no it manager wakes up in the morning and says. we found that about a third (30 percent) of the IT managers we spoke to felt that their budgets were under “severe” pressure. email and web security and management take up a disproportionate amount of time thanks to chores like: • • • • • • • Updating virus signatures Applying operating system and security software patches Tweaking spam filtering settings managing spam queues Configuring security and content control policies Recovering lost or accidentally deleted emails Managing the hardware required to run in-house security. archiving and continuity systems • Dealing with email data bloat. “i want to spend more time applying patches. ensuring policy compliance and email archiving were the top five priorities when it came to managing email systems and web access. not only does this cut costs and reduce the wear and tear of repetitive work on intelligent employees. content control. ensuring that this cost is put to the most productive use is the main goal of IT leadership. preventing data loss. Most new initiatives require resources to implement. Life’s tough in the IT engine room now. more than half of them (54 percent) felt that their colleagues outside the IT department failed to understand what went on ‘behind the scenes’ to keep everything ticking over. They want to spend more time doing something constructive and less time on routine administration. mAnAGeAbility mAtters smart companies look for ways to streamline routine operations.messagelabs. An earlier Symantec Hosted Services survey revealed that ensuring email continuity. This puts manageability at the top of the agenda. attachment de-duplication etc. For example.com info@messagelabs.WhitepAper emAil mAnAGers’ priorities What is true for the CIO is also true for email managers. but it also frees up time and budget for more important work. blocking malware. reconfiguring spam filters and upgrading hardware. it costs a lot of money and you lose some degree of control. In our last survey. if you do it with company staff. time-consuming work distracts them from adding real value to the business and advancing their own long-term programmes.PST files. labour – the cost of it staff – is the biggest cost by far. the recession has put it budgets under pressure and it has withered capital budgets. local . deploying new software like customer relationship management (CRM) or Enterprise Resource Planning (ERP) or even a new email server takes time.
Get it wrong and the business could suffer. A fair number (22 percent) just said. Einstein said. Others ran out-of-date versions – even after vendors had withdrawn support for them – for a variety of reasons including limited budgets (25 percent). big changes that could eliminate the routine are expensive. matching expenditure to usage. In some cases.com .com info@messagelabs. no wonder it managers keep doing the same thing. Nearly half (49 percent) took several months or longer to evaluate new systems before deploying them. This new technology will let them “reshape IT and its future role. time-consuming and risky. These requirements suggest that people have been burned by upgrades that did not meet expectations in one way or another. Because hosted services (usually) do not require on-site hardware/software. help to make them much less time-consuming and inefficient. hosted services are much less of a burden. difficulties taking key systems offline to perform upgrades (15 percent) and limited IT resources (17 percent). it also means that upgrades are not held hostage by short-term budget cuts. Hosted services offer a better way to do many important IT tasks and.” or to put it another way. Most hosted services deliver benefits much sooner than traditional IT projects. With web-based control panels and no in-house hardware or software to look after. Replacing labour-intensive systems with new. easy-to-manage ones saves time. per-month basis. At the same time. What these numbers don’t reveal is the opportunity cost of not using the latest technology. “If it ain’t broke. including hosted services. they can be trialled with little or no risk to the customer and can quickly start to add value as implementation is measured in days not months. Just one in five chose to upgrade to the latest version of all their software. stress and money.WhitepAper Attitudes to upGrAdinG Given the potential benefits of hosted services.” The benefits of the hosted services approach include: • easier management. Most of them (80 percent) want a solution that is compatible with existing systems. in doing so. simplifying management produces big savings. we asked our respondents about their approach to IT investment. this is why it has a sort of hypnotic attraction. it’s insane to keep doing the same thing and expect a different result. Our respondents had some strong feelings about evaluating new services. this means that they are compatible with existing systems from day one. as with Symantec Hosted Services. the switchover is little more than a change in MX records. they are quick and straightforward to deploy. More than a quarter of respondents (28 percent) said that keeping old systems running wasted resources and a similar number (28 percent) reported that they missed out on useful features because they couldn’t upgrade. Most hosted services charge on a per-user. “No problem can be solved by the same consciousness that created it. Hosted services offer a way out of this conundrum.messagelabs. easy to deploy. and companies account for them as an operational cost not a capital expense (capex). As companies expand or contract. • • www. hosted services automatically scale up and down with them. merge or divest. Certainly. In the end. why fix it?” Clearly. the hosted services AlternAtive routine it work is not unimportant. our panel of IT managers rarely moved quickly to upgrade. a majority (65 percent) want new solutions to be easy to configure and manage and more than half (58 percent) want something that is easy to deploy. The consequences of not keeping up to date can be serious. most IT managers would prefer to upgrade but can’t. A predictable cost aligned to usage makes budgeting more predictable. Gartner’s 2010 CIO Agenda analysis shows that IT decision-makers are paying more attention to ‘lighterweight’ services-based technology.
this is a critical advantage. other security services (7 percent) and CRM (7 percent) were the most popular applications. In an era of shrinking budgets.com . • • Attitudes to hosted services Hosted services are easy to install. so the percentages don’t add up to 100 percent) Among those who did not use hosted services. email security. a firm of analysts. It’s an end to ‘big bang’ upgrades and the effort they require to deploy. according Forrester. anti-virus or spam filtering (15 percent). companies can adopt hosted services without spending large sums in advance. no patches or upgrades to manage. Among the companies in our survey that do use hosted services. keeping them patched and you automatically benefit from feature upgrades as they improve their products. no on-site hardware.com info@messagelabs. This is an improvement on 2009 when one in five (21 percent) of large companies were piloting or using hosted services. Hosted services vendors are responsible for updating their own servers. the most common objections centred on security (19 percent) and the desire to keep everything in-house (30 percent). www. only 29 percent do. Because hosted services run in the vendor’s own data centres. Because of this business model. email itself (8 percent).messagelabs. there is no need for expensive on-site hardware. cost-effective to run and easier to manage. The benefits of hosted services were well understood: benefit predictable costs Reduced overall costs compared with in-house alternatives switched costs from capital budget to operating budget easy deployment simple ongoing management reduced patching and upgrading Continuous service enhancements Reduced IT management overheads less in-house hardware to look after frees resource to focus on more important work respondents in AGreement 18% 24% 17% 25% 24% 25% 15% 30% 41% 19% (Note: people could tick multiple options. Eliminating this equipment offers a further capex saving. So why do so few companies use them? According to our survey.WhitepAper • no upfront cost.
We secure more than 6.000 clients ranging from small businesses to the Fortune 500. universities. two network operating centres and thousands of mail servers. and we apply the latest technology and huge economies of scale to its challenges. with over 30. contractual service level agreements and high levels of fault tolerance in our systems. with advanced. no upgrade hassles and easy. including easy installation. Email Encryption.com info@messagelabs. This means that our customers get the full benefits of hosted services. Symantec Hosted Services protects.WhitepAper symAntec hosted services Symantec Hosted Services offers a range of security and management solutions that protect companies from malware. Email Archiving.messagelabs. The result is that IT resources are freed from routine IT tasks and diverted from expensive in-house hardware and software. www. please visit www. For more information or to request a free trial of our services.uk About symAntec hosted services Symantec Hosted Services is a leading provider of hosted messaging and web security services. patent-protected security systems.messagelabs. encrypts and archives communications across email. These services are delivered by a globally distributed infrastructure and supported 24/7 by our security experts. global corporations and governments. If anything. We have 14 data centres across four continents. located in 99 countries. Web Security. Deploying Email Security. Email Continuity or Instant Messaging security from Symantec Hosted Services is a simple way to switch from high-maintenance in-house systems (or no systems at all) to something much simpler without any compromise in security or service availability. controls. This leaves more time and money available for the IT department’s real goal: supporting the business. web and instant messaging. companies get a better service from us than from the in-house systems we replace. Email management is what we do. This gives a convenient and cost-effective solution for managing and reducing risk and providing certainty in the exchange of business information. All these MessageLabs services run in our data centre and share a common web-based control panel. inappropriate content. data loss and provide the reassurance of email archiving and continuity.co.4 billion email connections and 1 billion web requests every day for businesses of every size.com . centralised management. spam.
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