10 tips for it service management

7/30/2019 10 Tips for IT Service Management

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10 Tips to Better Manage

Your Service Team


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Service

Management

RecurringServices

Service Desk

Field Services

Managed Services

RecurringAgreementTransition

Service Desk

FieldServices

ManagedServices

CustomerOn-boarding

ProjectServices

Marketing

&Sales

Solution

Development& Mgmt


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ROIfromEffectiveServiceManagement

Everyoneunderstandshowserviceticketsarehandled

Workflowisefficient

Serviceautomationisinsyncwithyourserviceticketprocess

Clientsexpectthattheirserviceticketswillbehandledina

timelymanner,basedonbusinessimpactandseverity,and

expectconsistent

behavior

from

their

service

provider

IlldefinedServiceTicketprocessesmeanittakeslongerto

resolveClientissuesandthatitcostsyoumoretoresolve

them!!! ROIfromeffectiveworkflow: GreaterClientsatisfaction

Lowerservicedeliverycosts


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TenThingsToDo

1. DefineyourTicketProcess

2. UtilizeDifferentWaystoCreateTickets

3. EvaluateyourDispatchStrategy

4. KeepResourcesBillable

5. MonitorBoards

6. ServiceAutomatedWorkflows

7. LeverageClosedLoopCommunication

8. ScheduleRecurringTickets

9. DeployManaged

Services

10. GetEngineerstoUpdateTickets


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Whatdoyouhavetooffer?

HelpDesk

HardwareMaintenance

BackupManagement

PatchManagement

ProactiveSystemAdministration

VendorManagement

IPTelephony

ITConsulting


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DefineYourServiceTicketProcess

1. DetermineyourServiceTypes

2. DefineyourServiceTeams

3. Designthevaluestreamfor

eachServiceType

4. AssignServiceBoardsforeachteam

5. Definethe

steps

taken

to

resolve

a

ticketusing ServiceTicketStatus

Service

Teams

ServiceTypes

ServiceBoards

ServiceTicketStatus


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ConsiderationsforServiceBoards

Generally,associatingaserviceboardwithoneteamallowsthe

teamtofocusontheirworkinprogresswithoutthe

distractionof

other

teams

tickets

RoleslikeDispatchercoulduseaseparateserviceboardor

shareaboardwiththeteamtheydirect

Oneteam

can

be

assigned

to

back

up

another

on

aService

Boardintheeventofoverload

AssigningateamtowatchmorethanoneServiceBoard

potentiallyrisksmissingtickets outofsight,outofmind


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MustSchedule

New

ReOpened

InProgress

OnHold

Reviewed

Approved

Scheduled

Staging

Complete

ServiceStatuses

Doesthe

status

mean

anything?

Isitsendingtherightmessage?

Statusesshouldreflectactions

takenbytheengineerto

resolveproblem

or

request

theyinformeveryoneofthe

progressontheticket

Providesanaccuratevisibilityof

the

ticket

status

to

clients

and

management


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BenefitsofanEffectiveProcess

EstablishconsistencyinServiceTickethandling

andmanagement

Quicklyroute

Service

Tickets

to

the

resource

capable

of

resolvingtherequest

MinimizedelayintheprocessingofaServiceTicket

Understandthe

Service

Tickets

currentstatusataglance

Effectivelymanagetheteams

responsibleforprovidingservice


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TenThingsToDo





5. MonitorBoards

6. ServiceAutomatedWorkflows



9. DeployManaged

Services



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UtilizeDifferentWaystoCreateTickets

ServiceBoard

ClientCalls

Alerts ClientEmails

CustomerPortal


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ClientEmails

ClientswanttohandoffoftheirproblemsandKNOWthey

havebeenreceived

Makeit

convenient

and

simple

for

your

clients

to

get

a

problem,issueorrequestoutoftheirworldandintoyours

Acknowledgethatyouhaveitwith2waycommunication


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CustomerPortal

Allowclientstoenterissuesandproblemsthroughcustomer

friendlywebinterface

Provideeasy

access

to

existing

service

tickets

and

status

updates


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TenThingsToDo





5. MonitorBoards

6. ServiceAutomated

Workflows



9. DeployManaged

Services



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Dispatch+UtilizationFlow


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DispatchMethodologies

SelfDispatch

Conservative

Lowutilization

CentralizedDispatch

Aggressive

Highutilization


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DispatchBestPractices

Utilizationhappensonedayatatime

Scheduletomorrow,today

Filltomorroweveryday=Utilization

Scheduletomorrows

1st

stop

at

the

minimum

Setclientvisitsforfirstthinginthemorning

Schedulebasedonskills/certifications

AssignHelpDeskTicketsforTechsreturningtotheoffice

Utilizethe

Unassigned

Resource

Lastminuteissuestotry&addresstoday

KeepvisibleatALLtimes

Reviewtomorrowsschedule

Havetechs

acknowledged

their

tickets

Makeresponseapriority

Callwithinthehour

Honorclientsthathonoryou


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TenThingsToDo





5. MonitorBoards

6. ServiceAutomated

Workflows



9. DeployManaged

Services



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KeepResourcesBillable

Morningcommute=firstclient

Acceptnewtickets

Enterextraticketsfortheclientonsite

Nomorethanthescheduleallows

Finishthepaperworkonsite

Paperwork

is

chargeable

to

client

Jobisnotdoneuntilthepaperworkisdone

Callbeforegoingbacktotheoffice


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TheServiceBoard YourRadarScreen

WhoismonitoringyourRadarScreen?

Accesstotheserviceboardmustbeeasy

Getitofftheirlistandonyours

Servicemustberesponsive

ServiceTicketCapture

Clientportal

Clientemails

Clientcalls

MSPtoolalerts

Recurringservice

tickets

FullServiceBoard=WIP


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TenThingsToDo





5. MonitorBoards

6. ServiceAutomated

Workflows



9. DeployManaged

Services



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ServiceAutomatedWorkflows

Serviceticketstatusworkflows

Definenotifications(internalandexternal)tobeexecutedwhenaservice

ticketis

changed

to

aspecific

status

Serviceticketescalationworkflows

Define

steps

to

be

executed

based

on

conditions

(triggers)

for

a

service

ticket.


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ServiceTicketStatusWorkflows

Multiplestepscanbeset

foreachservicestatus

Emailcanalsoincludea

linkforcustomertotakea

survey


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ServiceTicketEscalationWorkflows

OneEvent cantriggermultipleActions

Actionsinclude:

Changeboards

Reassign

Changestatus


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AutomatedNotificationtoClients

Automatedclientnotifications:

Keepclientupdatedonstatus

Avoidboth

incoming

and

outgoing

status

update

calls

Notifyservicelevelattainment

Improveconsistencyandqualityofserviceresponse

Whentouseautomatednotification:

Acknowledge

receipt

of

a

service

ticket

through

non

telephonic

means

upon

ticketcreationbasedonemailorportalsubmission

AttainmentofaServiceLevelmilestone response,restoration

Informtheclientthattheservicetickethasbeenescalated

Informtheclientthattheticketisonhold,waitingfortheiraction

Surveyclientsatisfactionwiththeincidentorrequest

Clientoptionsfornotification:

Billingcontact

Primarycontact

Contactfor

this

item

EachServiceBoard Status

combinationcanhavea

specificemailnotification

template


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TenThingsToDo



3. Evaluateyour

Dispatch

Strategy


5. MonitorBoards

6. ServiceAutomated

Workflows



9. DeployManaged

Services



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MakeTicketstheCenterofCommunication

ClientswanttoKNOW thatyouareworkingontheirproblem

theywanttoSEE thatyouareworkingontheirproblem

TechsTechsTicketTicket

ClientsClients


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ClosedLoopService

Thepurposeofclosedloopserviceisto:

Provideamethodofcontinuouslyupdatingand

Deliverfeedback

to

both

the

customer

and

internal

personnel

Ticket

Techs Clients


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DistinguishYourself

Managedservices,remotemonitoring,remotemanagement

toolsareeverywhere

Constantlylet

your

clients

know

that

you

offer

these

remote

managementsolutions

Clientswant,deserveandneedyoutohaveasuperiorhelp

desk

function Getstickywithaclienthavefeetonthestreet,beinfrontof

themand beabletoofferhelpdesksupport


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TenThingsToDo



3. Evaluateyour

Dispatch

Strategy


5. MonitorBoards

6. ServiceAutomated

Workflows



9. DeployManaged

Services



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RecurringTickets

Increaseefficiencybyautomatingrepetitivetasks

Mirrorregularservicetickets

Tasks

Documents

Finance

Configuration(s)

SchedulebasedindividualResource

Createstandardservicetemplateforoneofftickets

Workstationinstalls

Serverinstalls


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TenThingsToDo



3. Evaluateyour

Dispatch

Strategy


5. MonitorBoards

6. ServiceAutomated

Workflows



9. DeployManaged

Services



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ManagedServices


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AutomaticallyDiscoverAssets


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DirectAccesstoManageDevice


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ExampleDashboard:ConnectWise


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TenThingsToDo



3. Evaluateyour

Dispatch

Strategy


5. MonitorBoards

6. ServiceAutomated

Workflows



9. DeployManaged

Services



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GetEngineerstoUpdateTicketStatus

Engineerstendtodeferupdatingticketstatus

Manywaituntiltheyresolvedtheticketandarefinalizingtheirnotes

Someremedies

make

it

easy

Limitedthenumberofstatusselectionsforaticketthatfollowsthe

normalpath

Haveaclear,concisedescriptionforwhentouseeachstatus

Explainthe

importance

of

updating

status

Managementvisibilityofticketsthataregettingstuck(withnostatus

updatestheyallappearstuck)

EffectivecommunicationstotheClientviaportalandnotifications

meansfewercallsrequestingupdates


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TimeEntryBestPractices

Haveatrainingprogram firsttimethroughasnewhires,then

refreshers

Providean

easy

reference

(aka

Job

Aid)

for

when

they

need

guidance

Providemethodformobilestatusupdate(ConnectWise

Mobile)

Useautomatedworkflowidentifyticketsthathaveaged

unreasonablywithoutanupdate

Baseperformancemanagementonmetricsderivedfrom

statuses response,

resolution,

reopened

tickets