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.
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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
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4.
5.
What is Service Level Management (SLM).
Why SLM is important to you and you clients.
Keys to defining services, bundles and SLA’s.
How automation makes SLM happen.
Next step actions for your consideration.
Service Level Management (SLM)
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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?
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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?
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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?
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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
Get started!
Establish a
team of
stakeholders
Leadership from the
top!
Monitor, Manage, Measure Your IT
Service Delivery
Automated,
Integrated
Service
Delivery
Platform
Reports and
Metrics
Workflow
Automation
Services,
Bundles and
Metrics
SLAs
Monitor, Manage, Measure Your IT
Service Delivery
Automated,
Integrated
Service
Delivery
Platform
Reports
and Metrics
Workflow
Automation
Services,
Bundles
and Metrics
SLAs
Incident Management - Integrated Platform
Event Management
Automated Ticket
Creation
Alerts
Portal
Email
User Call
Automated:
Assignments
Notifications
Surveys
SLA’s
Incident Management
Invoices, Reports,
Profitability
Resources Customers
Contacts
Tie Service Ticket to Contracts: Recurring
Services, Block Hours, Retainer, T&M,
Incident, Flat Fee
Enter Timesheets,
Approve and Post
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
Monitor, Manage, Measure Your IT
Service Delivery
Automated,
Integrated
Service
Delivery
Platform
Reports and
Metrics
Workflow
Automation
Services,
Bundles and
Metrics
SLAs
Define Services in Your Catalog
Define & productize your services
Establish service levels
Develop Service Level Agreements (SLA’s)
Create client facing catalog
Monitor, manage, measure, improve
Productize and Bundle Services
SKU1 - Service Desk
12a. Client Portal
12b. Level 1 remote
12c. Escalation
12d. Remote control
12e. Monthly Reporting
IT Service Bundle
Component Services
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
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How long will it take to resolve
“we will resolve the incident in 8 hours”
Define Managed Service Bundles
SKU01: ASSET
MANAGEMENT
• Sku01001: Discover/tag
• Monitoring
• Spares, Warranty
• BDR
• Reporting
• New Desktop?
Patch Management
• Windows
• Basic applications
• LOB Applications
• Testing, or not…
• Reporting
SOFTWARE
MANAGEMENT
• Application packaging
• Remote install/uninstall
• License compliance
• Reporting
Maintenance
• Disk (defrag, chkdsk, etc)
• Registry
• OS
• Onsite/offsite Backup
• Reporting
SECURITY
• Anti-virus
• Spyware updates
• Content monitoring
• Vulnerability testing
• Reporting
Service Desk
• Client Portal
• Response time
• Escalation
• Remote control
• Dispatch
• Reporting
• Onsite b/f
Define Services, Pricing, Profits
Monitor, Manage, Measure Your IT
Service Delivery
Automated,
Integrated
Service
Delivery
Platform
Reports and
Metrics
Workflow
Automation
Services,
Bundles and
Metrics
SLAs
What are Service Level Agreements?
• Based on client business needs and requirements
• Service Level Agreements (SLAs) will document:
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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
ENHANCED
IT DEPARTMENT
DESKTOP
DESKTOP
DESKTOP
Per-Machine Sell
$35 to $75
Per-Machine Sell
$55 to $100
Per-Machine Sell
$85 to $200
Asset Inventory Management
SW Package Distribution
Anti-Virus/Spyware
Management
Patch, Service Pack
Management
IT Policy Management
BDR
Scheduled Maintenance
SPOC Service Desk
Standard SLA Plus
Additional MS:
User Service Desk
One Hr Response
Monthly Operational Reviews
Eight Hour Onsite
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
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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
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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
Check
if you hit
Validate service
included
on service
contractlevels
Monitor, Manage, Measure Your IT
Service Delivery
Automated,
Integrated
Service
Delivery
Platform
Reports and
Metrics
Workflow
Automation
Services,
Bundles and
Metrics
SLAs
Workflow Automation Rules
• Execute work so you don’t have to
• Examples of Workflow Automation Rules
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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
Monitor, Manage, Measure Your IT
Service Delivery
Automated,
Integrated
Service
Delivery
Platform
Reports and
Metrics
Workflow
Automation
Services,
Bundles and
Metrics
SLAs
Reports for Scheduled Reviews
Reports for Scheduled Reviews
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Helps ITSP’s and MSP’s
validate they are doing what
they say
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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
Monitor, Manage, Measure Your IT
Service Delivery
Automated,
Integrated
Service
Delivery
Platform
Reports and
Metrics
Workflow
Automation
Services,
Bundles and
Metrics
SLAs
Autotask Helps Generate Revenue Across Four
Critical Stages to Securing a Client for Life
1. Sales/Consulting
CRM
Accounts
Contacts
Quotes
Pipeline
Group email
2. Solutions
Projects
Contracts
Resources
Phase, Task
Time, Expense
Billing
3. Recurring
Services (Managed,
Cloud) & Support
Service Desk
Contracts
Tickets, Alerts
SLA’s
Time & Expense
Billing
4. Trusted Advisor /
IT Department
Client Portal
Taskfire
Reporting
Surveys
Knowledgebase
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.
SPECIAL OFFER!
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
sales@autotask.com
Subject: “SLM112912– $1,000 Voucher”
Call sales at 518-720-3500 x1
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THANKS!
QUESTIONS AND ANSWERS
Len DiCostanzo
Senior Vice President
Community and Business Development
Autotask
ldicostanzo@autotask.com
E-mail sales@autotask.com for more info on Autotask!
Subject: “SLM112912– $1,000 Voucher”
Call sales at 518-720-3500 x1