Service Level Management:

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18 Νοε 2013 (πριν από 3 χρόνια και 6 μήνες)

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Service Level Management:

How To Monitor, Manage and Measure

Your IT Service Delivery

Len DiCostanzo

Senior Vice President

Community and Business Development

Autotask

ldicostanzo@autotask.com


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


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Client Portal


Taskfire for Internal IT


Universal Outsourcing


Online CommunITy

Open.

Field Techs

Sales Reps

Executives

Billing/Accounts/Admin

Service Managers

CRM

Service Desk

Reports

Contracts

Timesheets

Inventory

Projects

Community

Billing

RMM

Backup

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Outlook/

Exchange

Managed

Print

Quoting

Security

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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

SLAs

Workflow
Automation

Reports and
Metrics

Monitor, Manage, Measure Your IT
Service Delivery

Automated,
Integrated
Service
Delivery
Platform

Services,
Bundles
and Metrics

SLAs

Workflow
Automation

Reports
and Metrics

Monitor, Manage, Measure Your IT
Service Delivery

Event Management

Resources Customers

Contacts

Tie Service Ticket to Contracts: Recurring
Services, Block Hours, Retainer, T&M,
Incident, Flat Fee

Invoices, Reports,
Profitability

Incident Management
-

Integrated Platform

Alerts

Portal

Email

User Call


Automated Ticket
Creation

Automated:

Assignments

Notifications

Surveys

SLA’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

SLAs

Workflow
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 Portal

12b. Level 1 remote

12c. Escalation

12d.
Remote control

12e. Monthly Reporting

Component Services

IT Service Bundle

SKU1
-

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

SLAs

Workflow
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


DESKTOP

Per
-
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


DESKTOP

Per
-
Machine Sell

$55
to
$100


Standard SLA Plus

Additional MS:


User
Service Desk


One
Hr

Response


Monthly
Operational Reviews


Eight
Hour Onsite



IT DEPARTMENT


DESKTOP

Per
-
Machine Sell

$85
to
$200


Enhanced
SLA
Plus:


Four Hour Onsite


Quick Hit Training


Quarterly Management

Review


15 Minute Time to Work

(if prepared)


Other Customized Managed

Technical or Business

Service?


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 contract

Check if you hit service levels

Automated,
Integrated
Service
Delivery
Platform

Services,
Bundles and
Metrics

SLAs

Workflow
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

SLAs

Workflow
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

SLAs

Workflow
Automation

Reports and
Metrics

Monitor, Manage, Measure Your IT
Service Delivery

1. Sales/Consulting

2. Solutions

3. Recurring
Services (Managed,
Cloud) & Support

4. Trusted Advisor /
IT Department


CRM


Accounts


Contacts


Quotes


Pipeline


Group email


Projects


Contracts


Resources


Phase, Task


Time, Expense


Billing


Service Desk


Contracts


Tickets, Alerts


SLA’s


Time & Expense


Billing


Client Portal


Taskfire


Reporting


Surveys


Knowledgebase

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 Voucher

Up 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!

sales@autotask.com

Subject: “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
Support

Referral

THANKS!

QUESTIONS AND ANSWERS

E
-
mail sales@autotask.com for more info on Autotask!

Subject: “SLM112912


$1,000 Voucher”

Call sales at 518
-
720
-
3500 x1

Len DiCostanzo

Senior Vice President

Community and Business Development

Autotask

ldicostanzo@autotask.com