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Creating and Managing SLAs:
How To Monitor, Manage and Measure Your IT
Service Delivery
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Joe Rourke
Autotask
Dir. of Product Management
Lee Evans
Owner
Vital Technology Group
David Hay
Partner Development
GFI MAX
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Autotask is…
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…Industry leading.
World’s #1 provider of cloud-based
IT business management software
since 2001.
Replace at least 5
different
applications!
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…Open.
Executives
RMM
CRM
Sales Reps
Storage
Contracts
Backup
Service Desk
Service Managers
Outlook/Exchange
Timesheets
Projects
Field Techs
Quoting
Inventory
Billing/Accounts/Admin
Managed Print
Reports
Billing
Accounting
Community
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…Global.
200+ full time employees in:
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Beijing, China
London, England
New York, USA
South America
Sydney, Australia
Frankfurt, Germany
Customers in 55+ countries
Datacenters in the US & UK
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…Education.
» 40+ live webinars & workshops per month
□ Product training
□ Business building content
» 120+ on demand training videos
» Boot camps
» Road shows
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The business goal
“You want to consistently meet
or exceed your customers
expectations for service
delivery”
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Service Level Management (SLM)
» Part of Master Plan to align business & technology
» Define IT services to be delivered, set service levels
» Align your resources to meet targets
» Monitor, manage, measure performance
» Report, analyze AND ACT ON results
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Why is SLM Important to You?
» Establish operational processes & service delivery goals
» Helps you determine if you have the tools you need
» Differentiates your business from the competition
» Continual service improvement
» Helps you capture more business & profitable revenue!
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Why is SLM Important to Clients?
» Ensures their business needs are met
» Helps manage their expectations
» Confirmation you’ve delivered what you said
» Confidence you will improve service delivery
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Monitor, Manage and Measure your IT Service Delivery
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
Services
and
Bundles
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
Services
and
Bundles
---
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SLAs
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
Services
and
Bundles
---
Workflow
Automation
SLAs
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
Reports and
Metrics
Workflow
Automation
Services
and
Bundles
SLAs
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
Reports and
Metrics
Workflow
Automation
Services
and
Bundles
SLAs
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Autotask automates Service Delivery
Event
Management
GFI Alerts
Portal
Automated
Ticket Creation
Email
Resources
Automated:
Customers
Assignments Contacts
Notifications
Surveys
SLA’s
User call
Invoices, Reports, Profitability
Tie Service Ticket to Contracts: Recurring
Services, Block Hours, Retainer, T&M, Incident,
Flat Fee
Enter Timesheets,
Approve & Post
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Autotask/GFI Integration
» Automatically maps devices in GFI MAX to Autotask
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Autotask/GFI Integration
» GFI MAX creates Autotask ticket
» Synchronized notes and time entries
» Round trip ticket closure
» Autotask ticket can be set to close on self-heal or when cleared manually in GFI
MAX
GFI MAX
Autotask
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
Reports and
Metrics
Workflow
Automation
Services
and
Bundles
SLAs
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Define Your IT Services Catalog
» Identify IT support services you
deliver now or want to deliver
» What do clients need? What is their
desired outcome? Why do they call?
» What products are you deploying?
» Organize by configuration item types,
device groups, categories,…
» Determine where service delivery
can be automated.
Groups/Categories of
Products & Services
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Define Desktop Managed Services
SKU01: Asset
Management
• Sku01001: Discover/tag
• Monitoring
• Spares
• Warranty
• 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
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
Reports and
Metrics
Workflow
Automation
Services
and
Bundles
SLAs
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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
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Standard
Enhanced
IT Department
Desktop
Desktop
Desktop
Per-Machine Sell
$55 to $100
Per-Machine Sell
$85 to $200
Per-Machine Sell
$35 to $75
1. Asset Inventory
Management
2. Software Package
Distribution
3. Anti-Virus/Spyware
Management
4. Patch, Service Pack
Management
5. IT Policy Management
6. Scheduled Machine
Maintenance
7. SPOC Service Desk
Standard SLA Plus
Additional MS:
1. User Service Desk
2. One Hr Response
3. Monthly Operational
Reviews
4. Eight Hour Onsite
Enhanced SLA
Plus:
1. Four Hour Onsite
2. Quick hit training
3. Quarterly
Management Review
4. 15 Minute time to
Work (if prepared)
5. Other customized
managed technical
or business service?
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Define Managed Services 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’
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
Reports and
Metrics
Workflow
Automation
Services
and
Bundles
SLAs
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Autotask Demo – SLA Setup
» Setup our standard business hours
» Assign status to first response and resolution
» Create one default SLA
□ First Response Target = 2 business hours
□ Resolution Target = End of Next Business Day
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Autotask Demo – Using SLA
» Create a ticket
» View ticket queues sorted by next SLA event
» Look at two standard reports
□ SLA Performance by SLA
□ SLA Performance by Ticket
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
Reports and
Metrics
Workflow
Automation
Services
and
Bundles
SLAs
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Autotask Demo – SLA Workflow
» Workflow Rule #1
□ escalate 2 hours before resolution to “SLA Escalate” queue
» Workflow Rule #2
□ escalate and notify when resolution missed “SLA Missed” queue
» Workflow Rule #3
□ move tickets ‘waiting for customer” to “Waiting Customer” queue
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Monitor, Manage and Measure your IT Service Delivery
Service
Desk and
GFI
Reports and
Metrics
Workflow
Automation
Services
and
Bundles
SLAs
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Reports for Scheduled Reviews
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Next Step Actions You Can Take
1. Implement an IT Business Management
Platform 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.
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Thanks Joe!
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twitter.com/Autotask
facebook.com/Autotask
twitter.com/AutotaskAcademy
linkedin.com/company/autotask
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GFI MAX CUSTOMER CONFERENCES 2012
» United States
New Orleans
September 26-27, 2012
» Australia
Gold Coast
October 2-3, 2012
» Germany
Munich
October 18, 2012
» UK
London
October 11-12, 2012
Register at conferences.gfimax.com
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http://www.mspbusinessmanagement.com
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THANK YOU!