automation desk i: leveraging service desk as a hub for advanced automation

Leveraging Service Desk as a Hub for Advanced Automation

Kevin Franck, VP Product Management, Kaseya

Paul Haaker, Co-Founder, MSP Assist

Copyright ©2014 Kaseya 1

The information in this presentation is confidential and proprietary to Kaseya and may not be disclosed or distributed without the prior written permission of Kaseya. This document, and any related presentation, as well as Kaseya's strategy, possible future developments, products, platforms, directions and/or functionality are all subject to change without notice at Kaseya’s sole discretion. The information in this document does not constitute a commitment, contract, promise or legal obligation to deliver any material, code or functionality. This document is provided without warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, and non-infringement. This document is for informational purposes only and may not be incorporated into a contract. All forward-looking statements, including those set forth in this presentation, are subject to various assumptions, risks and uncertainties that could cause actual results to differ materially from projections. Readers are cautioned not to place undue reliance on such forward-looking statements, and specifically, not to rely upon such in making purchasing decisions.


Automation Desk

“It’s not your father’s Service Desk”


The Way It Was

Standalone Service Desk

Isolated

Disconnected

Reactive

Manual / Labor Intensive

Monitoring

Audit

Patch

The Stranded

Island Affect

“Castaway”


The Kaseya Way


Agent Framework

Automated Analysis (ticket notes) Automated Remediation (ticket notes) Instant Access to IT System Mgmt Tools

Instant Remote Access Chat

Extend Automation Desk To Endpoints

& End Users

Bring IT all together

Kaseya IT Systems Mgmt with Automation Desk

ITIL Suite

•e.g. ServiceNow

Professional Service Automation (PSA)

•e.g. Autotask

•e.g. ConnectWise

A Perfect Fit, in Two Flavors

All in One

Integrated

OR


Gartner – Magic Quadrant for the IT Service Desk Gartner RAS Core Research Note G00160687, David M. Coyle, Kris Brittain, 4 November 2008, RA 11132009

“IT Service Desks continue to be the focal point of an IT organization’s strategy to deliver service and support.” “The increasing complexity of the IT environment, the pressure to reduce costs and the drive to align IT resources with business priorities continue to fuel the IT organization to improve the people, processes and technologies of the service desk.” “Vendors’ products have been slowly evolving from the early 1990s, with basic incident ticket management functionality, to today’s integrated suite”


Practical Steps To Make The Kaseya Service Desk Work For You

Best Practices, Results & Benefits


Paul Haaker Co-Founder, MSP Assist

Auckland, New Zealand


Paul Haaker KCSA

Used Kaseya for 11 years

Built 4 MSPs based upon Kaseya

Consulted to $ Billion MSP

Trained dozens of engineers

In the 1st 10 Kaseya Certified Engineers globally

Currently manage 6 Kaseya VSAs for different MSPs

Trained electrical engineer and build cars in my spare time


Lessons I’ve learned

More monitoring doesn’t always = better service

Standardize on monitoring and remediation

Small changes can make a big impact

Use the Service Desk as an automation engine


1st step

The number 1 thing you can do to improve the profitability, efficiency and customer service of your MSP:

Manage the flow, frequency and number of tickets coming into your VSA

This will provide time and resources for other development


HERE IS HOW Service Desk

Copyright ©2014 Kaseya 14 Copyright ©2014 Kaseya 14

Ticket Tickets and More Tickets

Some simple steps toward reducing them :

STOP creating Alarms directly from monitoring (Unless you still need a Dashboard)

HAVE Scripts determine if an Alarm is needed

HAVE script determine if a Service Desk Ticket is needed

USE SD Workflows to add some intelligence to the Ticket Creation

USE Integrations to pass the tickets onto other PSA’s


How do we Deal with these

SD initial implementation usually means a linear increase in tickets as more machines and monitor sets are applied

Use Agent procedures to minimize this trend

Use Smart SD techniques to further minimize Ticket QTY’s


Tools

Agent procedure Remediation

De-duping Plug-in

SD Workflows

PSA Integration


DEMONSTRATION


Policies / Monitor Sets and Scripts


How to Reduce Tickets by 30%

Remediate within an Agent Procedure


SD Workflow Result


Ticket Notes

Reduce Tickets by a further 30%

Use De-Dupping Techniques and combine tickets of similar or related content into a single ticket based on Rules

Some Examples :

1. Same Machine , Same Summary – Add to Existing / Close New

2. Any Machine, Same Group , Same Summary – Add to Existing / Close New

3. Same Machine, “Online” in Summary – Add to existing “Offline and Close”

4. Any Machine, “Low Disk” in Description – Add to existing “Exchange” and Close

5. Any Machine, “Patching” in Summary – Ignore Duplicates and Always create New

6. Same Machine, “Spooler” in Desc – Ignore Rule all together – ie Disable Rule


Reduce Tickets by a further 30%


Use Rules to Combine Tickets


Ticket Status (A KPSA Example)


Ticket Status (AN EMail Example)

Emails


How ?

New Tickets SD Workflow Determining Synch Status


KPSA Workflow using API


KPSA Setup

KPSA (from DevIO)


Synch using Alternate Methods

Both Autotask and ConnectWise also offer a form of Integration

AT uses Alarms , ConnectWise uses the OLD Ticketing Module

Neither leverage Kaseya’s Service Desk


Using Email As an Alternative


The Net Effect – Less Tickets

The net effect is less tickets to deal with but no loss of detail and a means to measure by tracking duplicate qtys and remediation results all from the Service Desk


MSP ASSIST


MSP Assist: www.mspassist.com

MSP ASSIST: A SIMPLE &EFFICIENT WAY TO IMPROVE PROFITABILITY INSTANTLY

MSP ASSIST: STAND 24: COME AND SEE OUR DEMO


When Service Desk is at the Center!

More IT Information

Faster Response

Quicker Remediation

Increased End User Satisfaction



Questions and Answers Thanks for Attending Kaseya Connect

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