Actionable Ideas for Improving IT OperationsMaury Weinstein, [email protected]
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Agenda
Gartner’s research on who handles “run”, “grow” and “transform”
responsibilities
Outsourcing decision criteria and metrics
Evolving IT from reactive survival mode to proactive
Proactivity management
End-user productivity and satisfaction metrics
Competencies
Written procedures
“Run” Metrics for Support Services IT Responsiveness
Costs
IT Support Performance
Systems Performance
IT Maturity Level - OperationsOML 1 OML 2 OML 3 OML 4 OML 5
Technology
Standards
Standards not
defined without
goal to
standardize.
Technology
purchased without
IT approval.
Key standards
partially developed
with no timeframe
for compliance.
Standards largely
developed without
compliance. IT
purchase approval
sought but
exceptions
frequently made.
Standards
developed and
organization driven
towards standards.
CxO level
beginning to
support standards.
Technology
standards
completely defined,
and documented
with CxO support.
Standards key part
of every technology
decision.
Utilize system
and service
management
tools
Ad hoc use of
point solution
tools. Little or no
automation,
documentation or
analysis.
Reduced number of
tools. Basic
automation and
documentation
performed semi-
consistently.
Basic integrated
tools. Workload
analysis toward
automation and
problem reduction.
Investment in
integrated toolset.
High SLA
compliance and
reporting. Basic
manpower
planning.
Fully integrated
systems with
manpower planning.
SLA and exception
reporting.
Automation enables
lower cost staff.
Document
and train its
operating
processes
Little or no formal
documentation
and rarely
updated. Vendor
technical or
hands-on training,
Some basic
process
documentation but
not updated
frequently. Each
function uses own
process
documentation.
“Process to create
a process” in place
with moderate
compliance.
Progress on
systematic listing of
process.
Major process flow
charted.
Compliance to
process creation
and documentation
is high. Refresh is
formal and
consistent.
Virtually all
processes are
designed and fully
documented before
the process is put in
place.
External
support model
Reactive – Time &
Materials
Recurring Scheduled Hours (Professional
Affordable IT)
Managed Services
Click to attach file (such as
screen shots of problem).
Time/Admin Note9:59:18 am 31-Oct-11
pbrowneiPhone is now working and I have tested the WAPs on another
device.4:59:23 pm 29-Oct-11
Maury WeinsteinMy new iphone 4s doesn't work with sscorp. Bob's droid could
see our webpage on sscorp but then couldn't. The classroom
network works.
Assignee:
Category:
Status:
Priority:
Billable:
Summary:
Submitter Information
Name:
Email:
Phone:
Date Created: 4:59:23 pm 29-Oct-11
Closed: 9:59:23 am 31-Oct-11
Date Due: 4:59:23 pm 16-May-12 What the
end user sees
Managed Services Data Collection
Device Type
Man
ufa
ctu
rer
Mo
del
User
Nam
e
Passw
ord
En
ab
le P
assw
ord
ISP
Nam
e
IP (
Lab
ele
d
on
D
evic
e)
Su
pp
ort
Acco
un
t
Na
me
-A
cco
un
t
Us
er
Acco
un
t P
assw
ord
Lo
ca
tio
n
Su
pp
ort
Co
ntr
act
Ven
do
r
Seri
al
Nu
mb
er
Co
ntr
ac
t Typ
e
Co
ntr
ac
t N
um
be
r
Last
Backu
p D
ate
Ba
ck
up
Lo
ca
tio
n
Firewall SonicWall TZ17012.4.210.196 (WAN
) 10.10.3.1 (LAN)
ISP Router TrendNet --------
Switch SMC N/A 10.10.10.5
Switch SMC N/A 10.10.10.6
Switch SMC N/A 10.10.10.3
Switch SMC N/A 10.10.10.4
Device NetGear
ProSafe Dual
WAN VPN GB
Firewall
admin 10.10.10.1Server
Room
Printer Management
Avoids avoidable printer expenses:
Help desk tickets to fix/re-supply
Premium priced OEM toner
Supplies leftover when printer no longer needed
Supplies purchasing costs
Free surveys estimate savings accurately
Alerts our dispatch before users are inconvenienced
Personnel Scheduling
Ticket entry data prompts you to:
study demand patterns and schedule personnel accordingly
move non-customer time like meetings and special projects
off peak hours
use part time personnel for peak periods
Benefits
Have enough staff by using hiring multiple or labor hours
backlog
Reduces stress
Increases staff confidence in management
Actionable Security Reporting1. User accounts with escalated administrative privileges
2. User accounts not logged in within the last 90 days
3. Computers not connected to the domain in >90 days
4. Computers with outdated OSs (Server 2003/08 and XP)
5. Passwords not changed in 90 days
6. Proofpoint spam filtering and spooling report
7. Symantec Enterprise Protection risks report
8. Password policy and screen lock settings
9. Log retention policy settings
10. Office 365 security score and recommendations
11. Critical event alerts from Windows server system and security logs
12. External vulnerability scans and remediation
13. Phishing campaign
Measuring Progress
Benchmarking processes always brings improvements
(especially first time!)
Metrics can be constructive or destructive
When are we done?
Client satisfaction
Performance reporting
Managed Services Client Productivity MetricTickets per Workstation per Business Day
Reducing 46% of tickets at $25/pp/hour average downtime cost
saves $83/pp/year assuming 1 hour of downtime per request
-46%
0.0000
0.0050
0.0100
0.0150
0.0200
0.0250
0.0300
0.0350
0.0400
0.0450
Series2 3 per. Mov. Avg. (Series2)
Support Resolution Path
Requests from ticket system,
phone or email
Assign to appropriate
engineer
Users receive ticket updates automatically
Ticket held open a day
after close to ensure
resolution
Single question
satisfaction survey sent
Client Satisfaction Results for Timely Feedback
• Connecting goals directly to clients
• Through satisfaction surveys
Client Satisfaction Results
“Problem was fixed before I even
knew there was a problem.”
“He was as cool as the other side of
the pillow.”
Client Satisfaction Results
95% 94%91%
93% 94% 95%97%
93%94% 94%
95% 96%94%
97%95% 95%
94% 95% 95% 95% 95%96% 98%
96% 96%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Dec-15 Feb-16 Apr-16 Jun-16 Aug-16 Oct-16 Dec-16 Feb-17 Apr-17 Jun-17 Aug-17 Oct-17 Dec-17
Based on > 4000 responses annually
Performance Reporting
Client A SonicWall CDPCDP-MIB/CDP-RESTON
S S S S S S S
SonicWall CDP / Acronis M-F Full Backup (xxxFILE1) xxxFILE01 S S S S S
M-F Full Backup (xDC1) xxxDC1 S S S S S
35% score during
onboarding
increases to 94%
with attention
clie
nt
serv
er 1
clie
nt
serv
er 2
clie
nt
serv
er 3
clie
nt
serv
er 4
clie
nt
serv
er 5
clie
nt
serv
er 6
Site
Sp
ecif
ic
System Source Standards
RTO by site Client Selects Short (hours), Medium (>1 day), Long (multiple days)
RPO by site Client Selects Short (hours), Medium (>1 day), Long (multiple days)
Backup retention off-site Backup Standard
Backup retention on-site Backup Standard
Backup selection and type Backup Standard
Backup software Backup Standard
Backup - GRT and Object based Backup Standard
Backup capacity As recommended by Managed Services
Active Directory security scans Client answers questions raised during last period's Active Directory scans
Server age Replacement standard is 3-5 years.
Warranty coverage Base warranty hardware coverage at minimum
Patch policy Patch Standard checked annually
Password policy Password Standard checked annually
Bandwidth suitability Two paths via different vendors and suitable speed
Anti-Virus standard Using supported version of Symantec Enterprise Protection
Wireless Access Wireless Standard
Network drawing Network drawing reviewed annually
UPS run time during power outage Client annually selects UPS run time in the event of a power outage
Phishing mitigation Not accepting email from your domain via external systems
Office 365 license review Office 365 licensing reviewed annually to match user count and licenses purchased
Remote server management HP ILO or DELL DRAC cards in all critical servers for off-site out of band management
Redundant internet connections with auto-failover Cisco/Sonicwall Failover or Ecessa Load Balanced Standard
7x24 service repair contracts 7x24 guaranteed call to repair service contracts
Off-hour, local backup media availability Backup Standard
Quick server restoration Virtualized or imaged servers for quick restores
Quick workstation builds/restoration Image ready for workstation restore
7x24 support contracts for line of business software 7x24 support contracts for line of business software
Legend Meets or Exceeds Standard
Caution
Unknown, Needs Discussion or does not Meet Standard
Not Applicable
<Client Name> Best Practices Quick Glance
Initial Check <Date>
7 x 24 Client Readiness
Competencies
In-depth responsibility for an engineering outcome:
i.e. “securing workstations” or “new hire onboarding”
This person responsible for independently:
Interfacing with the manufacturer
Gaining deep product knowledge
Coordinating with our marketing team
Monitoring solution
Making a business case
Securing the solution
Benefit: Project day quarterly/ties to career path
Written procedures
Creating policy without writing it down is meaningless
• Paste existing miscellaneous documents into one file with table of contents
• Never talk process without opening the document
• Hire some followers to execute the process religiously
• Ask staff to write down what process they are using in real-time
• Keep document dynamic
Staff Entrance and Exit
Detailed procedures onboard/exit new staff efficientlyEmployee
Exit
Checklist
Standard service level agreement is 2 business hours after form submission (w/o PC handling)
Employee Name
Phone
Location
Exit Terms Termination Resignation
Exit Date/Time Time: Network access:
Remove user from all non-primary groups, hide from the global access list and:
Change network password
Requested Password:
Delete network account effective
(Deletes Mailbox in 30 days after deletion)
Disable network account effective
Delete Network Account on Click here to enter a date.
File Retention Retain Personal Network Directory
Give access to the Personal Network Directory to:
Retain local My Documents folder
Move My Documents folder to:
Give access to the My Documents folder to
Mailbox Handling
Retain existing mailbox (available only if account is not deleted)
Allow Inbox to receive email
Give mailbox proxy rights to:
Forward new email to:
Create out of office reply to alert senders with the following message:
Use Default (messages will be forwarded for one year from departure):
Your email has been forwarded to for attention. For immediate assistance please contact at or email .
Thanks
Alternate message:
Save the mailbox as a static file (.pst) to
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