service level management: how to monitor, manage and measure your it service delivery len dicostanzo...

Service Level Management:How To Monitor, Manage and Measure

Your IT Service Delivery

Len DiCostanzoSenior Vice President

Community and Business Development

Autotask

[email protected]

mailto:[email protected]

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



Services, Bundles

and Metrics


Reports and

Metrics


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




Metrics


Reports and Metrics


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




Metrics


Reports and Metrics


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


$55 to $100

Standard SLA PlusAdditional MS:

User Service Desk

One Hr Response

Monthly Operational Reviews

Eight Hour Onsite

IT DEPARTMENT


$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




Metrics


Reports and Metrics


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




Metrics


Reports and Metrics


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




Metrics


Reports and Metrics


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

[email protected]

mailto:[email protected]

service level management: how to monitor, manage and measure your it service delivery len dicostanzo...

Documents

service delivery slide

service metrics

service level management

service levels monitor

service level agreements

metrics monitor

metrics monitor

post incident management