msp best practice: using service blueprints and strategic it roadmaps to get more – and bigger –...

MSP Best Practice:Developing the Strategic IT Roadmapfor Your Customersfor Your Customers

“Own the Plan”

We are Service ArchitectsW d i i th f IT S l ti P id

Our Mission

We drive service growth for IT Solutions Providersthrough improved service design and delivery

• Build in customer & solution provider valuep• Base service delivery on best practices• Employ practical methods and tools

10Copyright © 2012 AntFarm, Inc. All Rights Reserved

What makes you stand out?

• Options for Managed Services have grown dramatically

• Most markets have multiple choices and offerings are difficult to distinguish

• “Proactive Management” hasProactive Management has become table stakes


Typical “Mature”Managed Services Architecture Service Call

IntakeEvent

ManagementResponse

Matrix

Service Ticket Management

Service TicketCloseout

Responsive Support

Escalation Management

Transition & Activation

Client Onboarding ServiceRequest

Fulfillment

Request Fulfillment and Incident ManagementTier 1

Help DeskSupport

Tier 2Incident

Resolution

Emergency Dispatch

ScheduledDispatch

P ti M tTransitionFrom Sales

ClientServiceKickoff

ServiceActivation

Systems Readiness Audit

ProblemManagement

Server & Desktop

Management

PatchManagement

IT Systems Management

BackupManagement

Security Management

Proactive Management

NetworkManagement

Client ITEnvironment

Discovery

Baseline &Analysis

Audit ResultsReview

y Security Management

FirewallManagement

MalwareManagement

AccessManagement

Audits and TestsIT ServiceC ti it

Recovery Pl i &

ProactiveA il bilit Availability

Quarterly Service Customer

Technical Account ManagementServiceLevel

ContinuityAudit

Planning &Testing

AvailabilityAudit

AvailabilityTesting

System HealthBusinessReview

ImprovementProgram

SatisfactionProgram

LevelAssurance

y& Service Level

Reporting

BusinessRequirements

Discovery

StrategicIT Plan

Development

StrategicIT Plan Review& Management

Strategic IT ConsultingUnderCompetitiveAttack

Copyright © 2010 AntFarm, Inc. All Rights Reserved

Asset &ConfigurationManagement

ChangeManagement

RiskManagement

Service Control

AgreementManagement

QueueManagement

ContinualService

Improvement

y p g

Service CancellationService

CloseoutService

Deactivation

12

A “Perfect Storm” is driving the need for a new approachneed for a new approach…

• Options for Managed Services have grown dramatically over the past several years

Commoditization

p y

• Options for provisioning IT (customer owned HaaS Confusion(customer owned, HaaS, SaaS) have increased

• Product revenue and margins• Product revenue and margins are slipping further

Collapse


Our objective today:

Help you cement your client relationships Help you cement your client relationships with a Strategic IT Roadmap…

• Help your clients see through the fog to the road ahead

A road where IT is aligned to meet the needs of their

business

You ensure IT is delivering to service levels needed for the

business

• Protect your Managed Services revenue from poachers

Synchronize the technology lifecycle with business

changes

• Become the ongoing Program Manager for the plan


changesg p

What is a“Strategic IT Roadmap”?

• Time-based plan for the evolution of an

Strategic IT Roadmap ?

porganization’s IT capabilities and infrastructure

• Developed based on business needs and technology lifecycles

• Provides the basis for IT budgeting and Program Management of changes in ITg g g

• Dynamic document


Charts the direction for IT

Three Sources of ROI

• Increased services sales through a gstronger value proposition – your differentiator

• Improved client retention due to more “stickiness” – you own the plany p

• Recaptured product revenue from solutions that support the plan – yoursolutions that support the plan your recommendations


Without alignment on acompetitive strategycompetitive strategy……

Product Management Marketing

Purchasing Engineering & Integration Managed Services

Solution Provider Value ChainResults:Marginal

&Solution

Development

&Sales

Project Management Break / FixMaintenance

a g aValue

orit

ies

Pri

o

Effort across the business is fractured

17Copyright © 2012 AntFarm, Inc.

Effort across the business is fractured

Our Path Today…

• Foundation for Strategic IT Planning

• Methodology for IT Roadmap Development


IT Service Management Maturity (from Gartner)(from Gartner)

IT is a Pain IT Works OK IT Makes MyIT is a Pain IT Works OK Business Better

Chaotic Reactive Proactive Service ValueLevel 0 Level 1 Level 2 Level 3 Level 4

• Disorganized responses to reported issues• Unpredictable

• Organized response to reported issues• Trouble-tickets

• Mature problem analysis• Performance monitoring

• IT service levels defined• SLAs in place with business operations

• IT objectives are linked to business metrics• IT focus on p

performance and reliability

• Up / down monitoring• Asset inventory

g• Trending analysis • Change management

p• Capacity planning performed

business advantage

FixingPain

ImprovingEfficiency

AddingBusiness

ValueTransactional Transformational

19Copyright © 2012 AntFarm, Inc. All Rights Reserved From: Gartner: Data Center Poll Results Confirm Improved Process Maturity, 2004

Value

Not all of your clients will benefitbenefit…

But, those that will might look like:

• Their business is undergoing change

But, those that will might look like:

• Conduct strategic planning for the businessR i th l f IT• Recognize the value of IT as an “enabler”S ki th t l f th i IT $$• Seeking the most value for their IT $$

• Don’t have an internal IT strategic thinker


Typical “Mature”Managed Services Architecture Service Call

IntakeEvent

ManagementResponse

Matrix

Service Ticket Management

Service TicketCloseout

Responsive Support

Escalation Management

Transition & Activation

Client Onboarding ServiceRequests

Request Fulfillment and Incident Management

Tier 1Help Desk

Tier 2Incidents

Emergency Dispatch

ScheduledDispatch

P ti M tTransitionFrom Sales

ClientServiceKickoff

ServiceActivation

Systems Readiness Audit

ProblemManagement

Server & Desktop

Mgmt

PatchMgmt

IT Systems Management

BackupMgmt

Security Management

Proactive Management

NetworkMgmt

Client ITEnvironment

Discovery

Baseline &Analysis

Audit ResultsReview

y Security Management

FirewallMgmt

MalwareMgmt

AccessManagement

Audits and TestsIT ServiceC ti it

Recovery Pl i &

ProactiveA il bilit Availability

Quarterly Service Customer

Technical Account ManagementServiceLevel

ContinuityAudit

Planning &Testing

AvailabilityAudit

AvailabilityTesting

System HealthBusinessReview

ImprovementProgram

SatisfactionProgram

LevelAssurance

y& Service Level

Reporting

BusinessRequirements

Discovery

StrategicIT Plan

Development

StrategicIT Plan Review& Management

Strategic IT Consulting Not necessarilyFREE!

Copyright © 2010 AntFarm, Inc. All Rights Reserved

Asset &ConfigurationManagement

ChangeManagement

RiskManagement

Service Control

AgreementManagement

QueueManagement

ContinualService

Improvement

y p g

Service CancellationService

CloseoutService

Deactivation

21

ITIL® as a framework for defining needsdefining needs

ITIL (IT Infrastructure Library) is a globally accepted approach to IT service management, providing a cohesive set of best practices, drawn from the public and private sectors.

Service Strategy

Demand Management

Financial Management

Strategy Generation

Service Portfolio

Management

Risk Management

Service Design

Availability Management

Capacity Management

Information Security

Management

IT Service Continuity

Management

Service Catalog

Management

Service Level Management

Supplier Management

Service Transition

Service Knowledge

Management

Evaluation Management

O &

Asset & Configuration Management

Service Validation &

Testing Mgmt

Release & Deployment Management

Change Management

Transition Planning and

Support

Service Operation

Continual

Problem Management

Event Management

Operations & Technology

Mgmt

Request Fulfillment

Incident Management

Access Management

ITIL provides a common language


Continual Service

ImprovementImprovement

ProcessService

MeasurementService

Reportingcommon language for IT management

needs

Gartner and ITILCopyright © 2012 AntFarm, Inc. All Rights Reserved

ServiceL l

IT PortfolioManagement

LevelMonitoring

uire

d

Supplier Management

FinancialManagement

PerformanceMonitoring

es R

equ


Capacity Management

Service Continuity Management

AvailabilityMonitoringC

apab

iliti

Change Management


Release & Deployment ManagementMonitoring

Def

ines

C

Access Management

Asset & Configuration Management

Problem Management

ITIL

D

Chaotic Reactive Proactive Service Value

Incident & Event Management

Request Fulfillment (MAC)

23Gartner Defines Maturity in terms of Capability

ChaoticLevel 0

ReactiveLevel 1

ProactiveLevel 2

ServiceLevel 3

ValueLevel 4

ITIL® as source of added value

Service D d Fi i lSt t Service Ri kService Strategy

Service

Demand Management

Availability

Financial Management

Information

Strategy Generation

Service

Service Portfolio

Management

Service Level

Risk Management

Supplier Capacity ServiceService Design

Service


Service Knowledge Evaluation

Security Management

Asset & Configuration

Service Validation &

Catalog Management

Release & Deployment


Change

Supplier Management

Transition Planning and

CapacityManagement Continuity

Management

Transition

Service O ti

Problem Management

Knowledge Management

Event Management

Management

Operations & Technology

Configuration Management

Validation & Testing Mgmt

Request Fulfillment

Deployment Management

Incident Management

Management

Access Management

Planning and Support

Operation

Continual Service

I t

Management Management gyMgmtFulfillment

Improvement Process

Management

Service Measurement

Management

Service Reporting

Under threatof commoditization


Improvement Process Measurement Reporting of commoditization

Opportunities forStrategic Planning

Two Important ITIL ConceptsWarranty(usability)

Utility(usefulness)

“Is IT being delivered at the “Is IT ENABLING right SERVICE

LEVELS?”the business?”

Chaotic Reactive Proactive Service ValueLevel 0 Level 1 Level 2 Level 3 Level 4

FixingPain

ImprovingEfficiency

AddingBusiness



y Value

Warranty

These ITIL areas focus on the “WARRANTY” for IT service delivery

(is IT usable)

Availability Capacity Information Security

IT Service ContinuityService Level Supplier Service

Management Management Security Management

Continuity Management

“Is IT available when and where it’s

Managementpp

ManagementDesign

needed?”

“Is there enough IT capacity to avoid performance issues?”

“Is IT being delivered at

“Have the threats to IT been adequately addressed?”

the right SERVICE

LEVELS?”


“Is IT support responsive enough?”

Utility

These ITIL areas focus on the “UTILITY” of IT capabilities

Strategy Service Portfolio

(is IT useful)

Financial Risk Service Generation Portfolio

Management

“What are the customer’s VITAL

ManagementManagementStrategy

BUSINESS PROCESSES?”

“What IT capabilities are required to support these vital processes?”“Is IT pp p

“Where are the gaps, and what is the roadmap to fill the gaps?”

ENABLING the business?”


“Is the client getting their money’s worth?”

Utility( f l )

Warranty( bilit )

Strategic IT

(usefulness)(usability)

Gap Analysis BusinessRequirementsg

Planning must address both Strategies to

RequirementsAnalysis

address both

Ch ti R ti P ti S i V lLevel 0 Level 1 Level 2 Level 3 Level 4

gaddress risks IT Roadmap

Chaotic Reactive Proactive Service Value

AddingFixingPain

ImprovingEfficiency

AddingBusiness



Mapping IT to Business Needs

CriticalIT S iIT ResourcesCritical

Business Processes

IT Services(Capabilities)

In Store Sales

Point of SaleAutomation

Strategy Generation

Field SalesEnableSales Force AutomationConstitute

Purchasing and

L i ti

Supply Chain Automation Service

Portfolio Management


LogisticsGeneral Use Email

IT Services are composed of ResourcesResources

IT Services(Capabilities)

Point of SaleAutomation

IT Resources


3 Levels ofIT Service ManagementIT Service Management

• Understanding pending business changes d th i t th h ill h ITBusiness

(ITIL B i C i M )

and the impact those changes will have on IT• Strategic planning to ensure IT capability will

support the future needs of the business

BusinessLevel Strategic

Planning

• Monitoring and analysis to validate that IT service levels are meeting current needsIT Service

Level Quarterly

(ITIL: Business Capacity Management)

(ITIL: Service Capacity Management)

• Near-term changes to ensure that service levels are met cost effectively

Level Q yReview

• Daily management required to ensure IT is performing optimallyIT Resource

Level DailyOperations


(ITIL: Resource Capacity Management)

Our Path Today…

• Foundation for Strategic IT Planning

• Methodology for IT Roadmap Development


Strategic IT Roadmap MethodologyMethodology

The fi st step is toIT

Infrastructure Discovery

Baseline and Analysis

The first step is to understand the current state

Identifies the current state

at the IT resource level

• Stand-alone assessments (or)

• Ongoing monitoring results

Business Requirements

Strategic IT Roadmap

Strategic IT Roadmap Review q

Discoveryp

Developmentp

and Mgmt

Use Kaseya to discover theIT Resource InventoryIT Resource Inventory


Use Kaseya to assessIT System HealthIT System Health

Current Patch Levels

Utilization

Uptime History


A il bilit C it Information IT Service

W t


Capacity Management

Information Security

Management

IT Service Continuity

Management

Current StateAssessment


Warranty(usability)

Assessment

Strategic IT Roadmap MethodologyMethodology

IT Infrastructure Discovery

Baseline and Analysis

Current StateAssessment

Business R i t

Strategic IT R d

Strategic IT R d R iRequirements

DiscoveryRoadmap

DevelopmentRoadmap Review

and Mgmt

Business Requirements DiscoveryDiscovery

Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

Business Goals and Objectives

PlannedBusiness Initiatives

Critical Business

ProcessesProcesses

Current IT Challenges


Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

Business Goals and Objectivesand Objectives



Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

Critical Business

Processes


Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

Current IT Challenges

Address:• IT Capabilities (“Service Portfolio”)• Availability• Capacity• Security• Service Continuity

Strategic IT Roadmap DevelopmentDevelopment

Business R i t

Strategic IT R d

Strategic IT R d R i

Business Goals d Obj ti

Requirements Discovery

Roadmap Development

Roadmap Review and Mgmt

and Objectives


Critical Business

Processes

C t IT

IT Support for Vital Business

Processes

IT St t i tCurrent IT Challenges

IT Strategies to Address Gaps

Roadmap for new

IT capabilitiesIT capabilities

IT Budget supporting the

Roadmap


Current StateIT Infrastructure

DiscoveryBaseline and

Analysis

Cu e t StateAssessment

Business Requirements

Discovery

Strategic IT Roadmap

Development

Strategic IT Roadmap Review

and Mgmt

IT PlanB siness en ironment

IT Roadmap IT Budget

y g

• Business environment• IT services & capabilities• IT impacts and risks• IT strategies for gaps

• Time-based view of IT capability recommendations

• IT asset life cycle view

• Capital expenditures based on the IT Roadmap

• Operational costs


Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

IT Support for Build IT RoadmapIT Support for Vital Business

Processes

Build IT Roadmapto support these

strategiesUTILITY


Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

IT Strategies to Address Gaps

• Availability• Capacity WARRANTY

• Security• Service Continuity


Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

Critical Business Process

Business Initiatives

Timeline for IT Services

Roadmap forAlign

IT biliti t

Timeline for migration to cloud

Roadmap for new

IT capabilities

IT capabilities to business initiatives

solutions


Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

R d f

AlignIT lif lRoadmap for

new IT capabilities

IT resource lifecycle to the roadmap

Technology Lifecycle ManagementManagement

Th d i th • Upgrades Ali IT tThe roadmap is the planning tool for

Technology Lifecycle

• Upgrades• Refreshes• Retirements• Deployments

Align IT asset lifecycles to

the service portfolioroadmap Asset &

Service Portfolio

Management


gy yManagement

• Deployments• Migrations

Configuration Management

Use Kaseya Asset Data forIT Lifecycle ManagementIT Lifecycle Management

System SpecificationsSpecifications

Installed Applications



Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

IT Budget Start with specific

recommendations tosupporting the Roadmap

recommendations to support the strategy


Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

IT BudgetIT Budget supporting the

Roadmap

Combine recommendationsrecommendations

with ongoing expenses

Roadmap Review and ManagementManagement

Business R i t

Strategic IT R d


DiscoveryRoadmap


and Mgmt

IT Plan IT Roadmap IT Budget

Initial Review and Approval

Updateas required

Program Management ofStrategic IT Roadmap Initiatives

Quarterly Plan

InstitutionalizesSt t i IT Pl i

Review and Update

Annual Plan Refresh

Strategic IT Planning

Cement your relationship with clients through a Strategic IT Roadmapthrough a Strategic IT Roadmap

• Help your clients see through

the fog to the road aheadA road where IT is aligned to

meet the needs of their business

• Protect your Managed Services f h

You ensure IT is delivering to service levels needed for the

revenue from poachers service levels needed for the

business

• Become the ongoing Program Manager for the plan

Synchronize the technology lifecycle with business

changes


You Own the Plan!

With alignment on a competitive strategycompetitive strategy…

Results:Competitive

Product Management Marketing

Purchasing Engineering & Integration Managed Services

Solution Provider Value Chain

CompetitiveAdvantage

&Solution

Development

&Sales

Project Management Break / FixMaintenance

CustomerValue

BusinessValue

Effort is aligned to meet a common goal


g g

Questions for you…

• Do you have value-based service ystrategy for differentiation and client retention?

• Is you value chain aligned with your strategy, ensuring everyone has thestrategy, ensuring everyone has the same priorities ?

A d t i t tl• Are you prepared to consistentlydeliver on that strategy?

55Copyright © 2012 AntFarm, Inc.

• If not, what are you doing about it?

Questions?


Strategic IT Planning Bundleg g

3 Service Blueprint Bricks• Personalized for your company• Hardcopy and PDF formats

Two Planning Tools• Strategic IT Plan• Strategic IT Roadmap and Budget

2‐hour Webinar Training SessionReview of the blueprints and tools for www.tinyurl.com/Strategic-IT-PlanningReview of the blueprints and tools for Strategic IT Planning

www.tinyurl.com/Strategic IT Planning

Promotion: 15% discount on the bundle for Small Providers (< 15 employees)


Promotion Code: Kaseya12

Next StepsNext Steps

• Learn more about AntFarmwww.serviceblueprinting.com

• Learn more about Kaseya for MSPswww kaseya com/mspwww.kaseya.com/msp

• For a free live product demowww.kaseya.com/demo Just for MSPswww.kaseya.com/demo

• For a free trialwww.kaseya.com/freetrial

blog.kaseya.com/blog/category/msp

• To speak with uswww.kaseya.com/contactme

58 @kaseyacorp/company/kaseya/KaseyaFan community.kaseya.com

msp best practice: using service blueprints and strategic it roadmaps to get more – and bigger –...

Technology

service architects

service levels

strategic roadmap

rights reserved10

rights reserved12

rights reserved14

d i w drive service

managed serviceshave