focus on success - amazon s3 · streamline processes •network administration –assign a resource...
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© TruMethods, LLC. 2012 - All rights reserved
Focus on Success
The 5 Delivery Areas: From Roles to Margins
www.trumethods.com
© TruMethods, LLC. 2012 - All rights reserved
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– Owners 103 Step 11, Service Delivery Step 13
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The 5 Delivery Areas:
From roles to margins
© 2013 TruMethods, LLC. All rights reserved
www.trumethods.com
© 2013 TruMethods, LLC. All rights reserved
The 5 Service Delivery Areas
Delivery areas
affect:
• Packaging
• Pricing
• Sales
• Quality of
Service
• Leverage &
Efficiency
Centralized Services
• Monitoring
• Patch Management
• Anti-Virus / Anti-Malware
• Backup & DR
• Cloud Services
Network Administration
• Proactive Technology Management
• Best Practices
• Implement “Your Company Way”
Virtual CIO
• Business impact of technology
• Technology Summary
• Design Desk
• Budget Planning
Support
• Remote Helpdesk
• Onsite Service
• How-to Questions
Professional Services
• Implement new technology
• Escalations
• SWAT team
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The 5 Service Delivery Areas
• Why service delivery areas?
– Roles & Responsibilities
– Clear accountability
– Consistent delivery
– Separate proactive & reactive tasks
– Manage cost drivers
– Increase efficiency
– Higher leverage
© 2013 TruMethods, LLC. All rights reserved
www.trumethods.com
Map delivery areas to leverage
Copyright 2013 TruMethods, LLC
Leverage Guidelines
Support Desk 1 per 50k in MRR
vCIO 1 per 80k in MRR
Network Administration 1 per 40k in MRR
Centralized Services 1 per 5,000+ endpoints
Professional Services 1 per 17k / month NRR
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Map delivery areas to leverage
• What should your
company look like?
• What does your
company look like
now?
• Where and why are
you out of alignment?
Copyright 2013 TruMethods, LLC
Leverage Guidelines
Support Desk 1 per 50k in MRR
vCIO 1 per 80k in MRR
Network
Administration 1 per 40k in MRR
Centralized
Services
1 per 5,000+
endpoints
Professional
Services
1 per 17k / month
NRR
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Map people to delivery areas
• Match your people to delivery areas based on
skills
• Who fits into delivery areas?
• Who doesn’t fit? Why?
• Where do you have holes?
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www.trumethods.com
Streamline processes
• Reactive Support
– Funnel all reactive issues through your support
desk (Alarms, calls, emails)
– Dispatch centrally
– Escalation process
– Time limit on tickets
– Manage by metrics
• Response Time
• Resolution Time
• Tickets Open / Closed by Tech
• Tickets over time limit
© TruMethods, LLC. 2013 - All rights reserved.
www.trumethods.com
Streamline processes
• Centralized Services
– Assign a resource
– Dedicate time! Even if it’s only part time.
– Put a rhythm in place for reviewing maintenance
items (Patch, AV, Backup,etc.)
– Manage that rhythm through aggregate metrics
© TruMethods, LLC. 2013 - All rights reserved.
www.trumethods.com
Streamline processes
• Network Administration
– Assign a resource
– Dedicate time!
– Create your best practice templates by engaging
the subject matter experts
– Pick a few areas to focus on each month & build
your best practices over time
– Schedule time for Network Administration far in
advance
– Only use this resource for reactive / project work
when there is idle-time.
© TruMethods, LLC. 2013 - All rights reserved.
www.trumethods.com
Streamline processes
• vCIO
– Assign a resource
– Dedicate time!
– This is a key to long term success
– Work with Network Administration to create and
implement Your Company Way
– Schedule time in advance for client technology
summaries & meetings
– Use TM vCIO Playbook
© TruMethods, LLC. 2013 - All rights reserved.
www.trumethods.com
Streamline processes
• Project
– Scheduling time
– Project Management time
– Standby, documentation, testing…
– Quoting properly
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www.trumethods.com
Streamline processes
• Onboarding
– Map all of the tasks associated with bringing on a
client
– Manage the onboarding process like a project
– Watch the Onboarding video from TruMethods
© TruMethods, LLC. 2013 - All rights reserved.
www.trumethods.com
Prioritize clients
• Is all MRR good MRR?
• If you want to quiet the noise you need to put
your resources on the good clients
• Identify your top clients based on the right
service, right price
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www.trumethods.com
Prioritize clients
• Prioritize those clients for all delivery areas
– Response to reactive tickets
– Network Administration time
– Centralized Services work
– vCIO meetings & technology summaries
• De-prioritize the clients with the wrong
service, wrong price
• Communicate this with your team
© TruMethods, LLC. 2013 - All rights reserved.
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Gain Command
• Create & Utilize Dashboards
– Service Desk Dashboard
– Centralized Services Dashboard
– Network Administration Best Practices
• Use Playbooks
– vCIO Playbook
• Implement Business Discipline
– Quarterly Action Plan
– Huddles, Meetings, Metrics
© TruMethods, LLC. 2013 - All rights reserved.
www.trumethods.com
Summary
• Organize
– Service Desk process
• Focus
– Prioritize your clients
• Manage
– Lower the noise through proactive service
– vCIO, Network Administration, Centralized Services
• Scale
– Add the right recurring revenue at the right price
© TruMethods, LLC. 2013 - All rights reserved.
www.trumethods.com
Q&A © TruMethods, LLC. 2013 - All rights reserved.