service level management: how to monitor, manage and measure your it service delivery len dicostanzo...
TRANSCRIPT
Service Level Management:How To Monitor, Manage and Measure
Your IT Service Delivery
Len DiCostanzoSenior Vice President
Community and Business Development
Autotask
What We Will Cover in This Session
• Autotask Overview
• Service Level Management:How To Monitor, Manage and Measure Your IT Service Delivery
• Next Steps, wrap up
• Questions and Answers
Autotask is…
Industry Leading.
World’s #1 provider of cloud-based IT business management software since 2001.
Replace multiple applications with one integrated solution!
SERVICES AUTOMATION• CRM for Sales & Marketing• Project Management• Service Desk• Time & Expense• Contracts and Billing• Knowledgebase
YOUR NETWORK• Ticket Sharing• Client Portal• Taskfire for Internal IT• Universal Outsourcing• Online CommunITy
Open.
Field TechsSales RepsExecutives Billing/Accounts/AdminService Managers
CRM Service Desk ReportsContracts Timesheets InventoryProjects CommunityBilling
RMM Backup AccountingStorage Outlook/Exchange
Managed Print
Quoting SecurityNetwork Management
Education.
• 40+ live webinars & workshops per month– Product training– Business building content
• 120+ on demand training videos• Boot camps• Road shows
Service Level Management:How To Monitor, Manage and Measure
Your IT Service Delivery
Session Goal
Jump start and validate your efforts to monitor, manage and measure
IT service delivery.
Insights We Will Share
1. What is Service Level Management (SLM).
2. Why SLM is important to you and you clients.
3. Keys to defining services, bundles and SLA’s.
4. How automation makes SLM happen.
5. Next step actions for your consideration.
Service Level Management (SLM)
• Part of master plan to align business & technology• Define IT services and set service levels• Monitor, manage, measure performance• Report, analyze AND ACT ON results• Continual service improvement
Why is SLM Important to You?
• Helps you determine if you have right tools• Establish service processes & delivery goals• Differentiates you from the competition• Continual service improvement• Capture more business & profitable revenue!
Why is SLM Important to Clients?
• Will ensure their business needs are met • Will help manage their expectations• Easy to access services to meet needs• Confirmation you’ve delivered what you said• Confidence you will improve service delivery
How Do You Know You Need SLM?
• Not sure you are delivering what your clients need• You can’t see how to scale your business• No easy way to set, track, report on service metrics• You have difficulty justifying your value to your clients• Difficult to find, on board and retain clients
Key to Getting Started with SLM
Leadership from the top!
Establish a team of
stakeholders
Get started!
Automated, Integrated
Service Delivery Platform
Services, Bundles and
Metrics
SLAsWorkflow Automation
Reports and Metrics
Monitor, Manage, Measure Your IT Service Delivery
Automated, Integrated
Service Delivery Platform
Services, Bundles
and Metrics
SLAsWorkflow Automation
Reports and
Metrics
Monitor, Manage, Measure Your IT Service Delivery
Event Management Resources CustomersContacts
Tie Service Ticket to Contracts: Recurring Services, Block Hours, Retainer, T&M, Incident, Flat Fee
Invoices, Reports, Profitability
Incident Management - Integrated Platform
AlertsPortalEmailUser Call
Automated Ticket Creation
Automated:AssignmentsNotificationsSurveysSLA’s
Enter Timesheets, Approve and Post
Incident Management
GFI MAX Integration
• Wizard based setup• Map clients & devices to Autotask
– Asset inventory transfer and updates
• Service Ticket Management:– Round trip alert/ticket exchange– Ticket/asset profiling
• Livelink for remote control off the ticket• No additional cost, or module required
Automated, Integrated
Service Delivery Platform
Services, Bundles and
Metrics
SLAsWorkflow Automation
Reports and Metrics
Monitor, Manage, Measure Your IT Service Delivery
Define Services in Your Catalog
Monitor, manage, measure, improve
Create client facing catalog
Develop Service Level Agreements (SLA’s)
Establish service levels
Define & productize your services
Productize and Bundle Services
12a. Client Portal12b. Level 1 remote12c. Escalation12d. Remote control12e. Monthly Reporting
Component Services
IT Service BundleSKU1 - Service Desk
Define Service Desk Metrics
SERVICE DESK METRICS
- Set expectations and metrics- Monitor, measure and manage to metrics- Report results
RESPONSE TIME - How long before you respond- “we will respond within 2 hours”
RESOLUTION PLAN- How long before you have a plan- “we will have a plan in 3 hours
RESOLUTION TIME- How long will it take to resolve- “we will resolve the incident in 8 hours”
SKU01: ASSET MANAGEMENT
• Sku01001: Discover/tag• Monitoring• Spares, Warranty• BDR• Reporting• New Desktop?
SOFTWARE MANAGEMENT
• Application packaging• Remote install/uninstall• License compliance• Reporting
SECURITY
• Anti-virus• Spyware updates• Content monitoring• Vulnerability testing• Reporting
Patch Management
• Windows• Basic applications• LOB Applications• Testing, or not…• Reporting
Maintenance
• Disk (defrag, chkdsk, etc)• Registry• OS• Onsite/offsite Backup• Reporting
Service Desk
• Client Portal• Response time• Escalation• Remote control• Dispatch• Reporting• Onsite b/f
Define Managed Service Bundles
Define Services, Pricing, Profits
Automated, Integrated
Service Delivery Platform
Services, Bundles and
Metrics
SLAsWorkflow Automation
Reports and Metrics
Monitor, Manage, Measure Your IT Service Delivery
What are Service Level Agreements?
• Based on client business needs and requirements
• Service Level Agreements (SLAs) will document:– Service level metrics per service delivered from your catalog– What services are to be performed, or not– Who, what, when, where, how serviced– Reports you provide to show your performance against metrics
• Offers something if promised service levels not met
• Termination wording: ramp down, lack of payment
• Offer a choice, but not too many, not too complex
• Builds business value!
Typical Desktop SLA Bundles STANDARD
DESKTOPPer-Machine Sell
$35 to $75
Asset Inventory Management
SW Package Distribution
Anti-Virus/Spyware Management
Patch, Service Pack Management
IT Policy Management
BDR
Scheduled Maintenance
SPOC Service Desk
ENHANCED
DESKTOPPer-Machine Sell
$55 to $100
Standard SLA PlusAdditional MS:
User Service Desk
One Hr Response
Monthly Operational Reviews
Eight Hour Onsite
IT DEPARTMENT
DESKTOPPer-Machine Sell
$85 to $200
Enhanced SLA Plus:
Four Hour Onsite
Quick Hit Training
Quarterly ManagementReview
15 Minute Time to Work(if prepared)
Other Customized ManagedTechnical or BusinessService?
Tie SLA to Recurring Contract
Set SLA Exclusions and Limits
Set Service Desk Metrics
Create and Manage Service Tickets
Prioritize – Next SLA Ticket
Automation drives priority not your clients!
Real-time Workload Utilization
• Who’s busy?• How can I balance workload?• Reds overbooked > move to green• Get work done this week• Bill more > No overtime > No subs
Dispatchers Workshop
• Auto assignment and queues help create initial schedules• Whose booked? Where are they going?• Are critical VIP customers in the mix?• Drag and drop assignment!
Timesheet and Expense Entries
Validate service included on contractCheck if you hit service levels
Automated, Integrated
Service Delivery Platform
Services, Bundles and
Metrics
SLAsWorkflow Automation
Reports and Metrics
Monitor, Manage, Measure Your IT Service Delivery
Workflow Automation Rules
• Execute work so you don’t have to• Examples of Workflow Automation Rules
– escalate 2 hours before resolution to “SLA Escalate” queue– escalate 30m hours before resolution to “SLA Manager” queue– escalate and notify when resolution missed “SLA Missed” queue– move tickets ‘waiting for customer” to “Waiting Customer” queue– Email a survey when ticket is completed
• Configurable for your processes
Automated, Integrated
Service Delivery Platform
Services, Bundles and
Metrics
SLAsWorkflow Automation
Reports and Metrics
Monitor, Manage, Measure Your IT Service Delivery
Reports for Scheduled Reviews
Reports for Scheduled Reviews Helps ITSP’s and MSP’s
validate they are doing what they say
Reports for Monthly Operational Reviews (MOR)
Survey Results in Real-Time! How Do Your Clients Feel About You?
Account Level
Contact Level
Resource Level
Benchmarks–Continual Service Improvement
Automated, Integrated
Service Delivery Platform
Services, Bundles and
Metrics
SLAsWorkflow Automation
Reports and Metrics
Monitor, Manage, Measure Your IT Service Delivery
1. Sales/Consulting 2. Solutions3. Recurring
Services (Managed, Cloud) & Support
4. Trusted Advisor / IT Department
CRMAccountsContactsQuotesPipelineGroup email
ProjectsContractsResourcesPhase, TaskTime, ExpenseBilling
Service DeskContractsTickets, AlertsSLA’sTime & ExpenseBilling
Client PortalTaskfireReportingSurveysKnowledgebase
Autotask Helps Generate Revenue Across Four Critical Stages to Securing a Client for Life
Next Step Actions You Can Take!
1. Implement an IT Business Management Platform, automation tools to ensure success with SLM.
2. Define catalog of profitable IT services you will deliver to meet business needs.
3. Set service level benchmarks, metrics. Monitor and measure performance internally.
4. Report, analyze AND ACT ON results. Go to market!
5. Survey clients for feedback, continual service improvement.
New Customers
$1,000 VoucherUp to 50% off Implementation, PS
For attendees who sign with Autotask today through December 31st, 2012
Standard Implementation $1,200 - $600 = $600 Savings!Existing Customers
10% off Add-Ons
SPECIAL OFFER!
[email protected]: “SLM112912– $1,000 Voucher”
Call sales at 518-720-3500 x1
Autotask Community
Autotask Academy MVP User Groups
Certified Consulting
Partner
Advisory Councils
Reseller Programs
Account Management
Professional Services and
SupportReferral
THANKS!QUESTIONS AND ANSWERS
E-mail [email protected] for more info on Autotask!Subject: “SLM112912– $1,000 Voucher”
Call sales at 518-720-3500 x1
Len DiCostanzoSenior Vice President
Community and Business Development
Autotask