The document discusses building a process framework for managed IT services. It begins by establishing the value proposition, outlining customer needs like resolving outages quickly and keeping systems updated. It then designs the service architecture, mapping needs to processes like reactive support, proactive management, and strategic consulting. Finally, it discusses engineering process modules and deploying the processes using tools like service blueprints. The overall goal is to take a structured approach to developing managed services processes that link value to delivery and achieve required results.

1. 1 Copyright © 2010 AntFarm, Inc. All Rights Reserved Building the Process Framework for your Managed Services

2. 2 Copyright © 2010 AntFarm, Inc. All Rights Reserved John KilianPresident, AntFarm, Inc.

4. Base service delivery on best practices

6. Accounting

7. Invoicing

8. Inefficiency

9. Rework

10. Setup

11. TravelMichael George, Lean Six Sigma for Service, 2003

12. 5 Copyright © 2010 AntFarm, Inc. All Rights Reserved Bold Statement #2 Up to 98% of Elapsed Service Time Adds No Value to the Client Start of Service Delivery End of Service Delivery Service Delivery Service Delivery Service Delivery Service Delivery Value- Add WAIT WAIT WAIT WAIT WAIT Non- Value- Add Setup Moving Rework Rework Rework Setup & Teardown 2% to 20% Waiting 30% to 70% Value-Add effort 2% to 20% Rework 20% to 50% Travel & Shipping 10% to 30% Testing & Inspecting 5% to 15% Adapted from: Dan Madison, Process Mapping, Process Improvement, and Process Management, Paton Press, 2005

13. 6 Copyright © 2010 AntFarm, Inc. All Rights Reserved At high utilization, process delay increases dramatically with defects & rework Bold Statement #3 For Each 10% In Your Variability Your Clients Wait Up to 40% Longer Queuing Delay Resulting Delay % Defects System Utilization (as percent of capacity) More Work In Progress

14. 7 Copyright © 2007 AntFarm, Inc. Which archer would you want to train? Improve process consistency first, then improve capability

15. 8 Copyright © 2010 AntFarm, Inc. All Rights Reserved Our objective today:Introduce you to concepts to help you… Take a structured approach to developing your Managed Services processes Link the value proposition to service delivery Institutionalize the processes so that you achieve the required results

16. 9 Copyright © 2010 AntFarm, Inc. All Rights Reserved Two Sources of ROI from this approach: REV Improve sell price Increase demand OI Manage capacity Use less expensive resources Reduce waste TOP LINE:Increased sales of services through a stronger value proposition BOTTOM LINE:Better return for your services capital $$ through more efficient operations

17. 10 Copyright © 2010 AntFarm, Inc. All Rights Reserved Change Management Service Call Intake Backup Management Anti-Virus Management Service Ticket Closeout Patch Management Emergency Dispatch Service Activation Event Management Incident Management Quarterly Business Review Escalation Management Managed Services Delivery Cloud Request Fulfillment

18. Change Management Service Call Intake Backup Management Patch Management Anti-Virus Management Service Ticket Closeout Emergency Dispatch Service Activation Event Management Incident Management Quarterly Business Review Escalation Management 11 Copyright © 2010 AntFarm, Inc. All Rights Reserved “Raisin Pudding” Process Model Request Fulfillment With apologies to J.J. Thomson's 'Raisin Pudding' model of atomic structure

19. Challenges with little or no process 12 Copyright © 2010 AntFarm, Inc. All Rights Reserved Inconsistent service results > low client satisfaction Variability in service delivery > high cost Employee satisfaction issues No foundation for growth

20. 13 Copyright © 2010 AntFarm, Inc. All Rights Reserved Service Design is the keyto Service Value “Better Service Design provides the key to market success, and more importantly, to growth” Lynn Shostack, Harvard Business Review Lynn Shostack, “Designing Services that Deliver”, Harvard Business Review, Jan/Feb 1984

21. 14 Copyright © 2010 AntFarm, Inc. All Rights Reserved 4 Steps to a Process Framework IMPROVE 1 2 3 4 Establish the Value Proposition Design the Service Architecture Engineer the Process Modules Deploy The Processes Service Blueprintingframework

22. 15 Copyright © 2010 AntFarm, Inc. All Rights Reserved 4 Steps to a Process Framework IMPROVE 1 2 3 4 Establish the Value Proposition Design the Service Architecture Engineer the Process Modules Deploy The Processes Service Blueprintingframework

23. Establish the Value Proposition 16 Copyright © 2010 AntFarm, Inc. All Rights Reserved “Don’t Worry, Be Happy, We’ve got you covered” Doesn’t provide the proper foundation for Service Design

24. Establish the Value Proposition 17 Copyright © 2010 AntFarm, Inc. All Rights Reserved Determine the Business Objectives for the service “Improve the availability and performance of the client’s IT infrastructure, reducing the impact of IT problems” “Align IT capabilities to the needs of the business, ensuring the greatest ROI on the client’s IT spending” Outline the client needs to be satisfied Specify the outcomes you will deliver to satisfy the needs

25. “Improve the availability and performance of the client’s IT infrastructure, reducing the impact of IT problems” Establish the Value Proposition 18 Copyright © 2010 AntFarm, Inc. All Rights Reserved Determine the Business Objectives for the service availability Resolve outages quickly, when they do occur Outline the client needs to be satisfied Keep the client’s IT systems in compliance with vendor software updates Avoid unintended consequences from changes to IT systems Specify the outcomes you will deliver to satisfy the needs

26. Establish the Value Proposition 19 Copyright © 2010 AntFarm, Inc. All Rights Reserved Determine the Business Objectives for the service “Improve the availability and performance of the client’s IT infrastructure, reducing the impact of IT problems” availability Resolve outages quickly, when they do occur Outline the client needs to be satisfied Service Desk to receive client service calls Specify the outcomes you will deliver to satisfy the needs Remote incident resolution to restore service Emergency dispatch when on site presence is required

27. Customer Needs Analysis 20 Copyright © 2010 AntFarm, Inc. All Rights Reserved Customer Needs Service Results Service Desk to receive client service calls 24 x 7 Monitoring and event management Resolve outages quickly, when they do occur Remote incident resolution to restore service Emergency dispatch when on site presence is required Patch review for applicability and risk Server patch application and verification Keep the client’s IT systems in compliance with vendor software updates Desktop patch application and verification Problem management process for patch issues Avoid unintended consequences from changes to IT systems Change management process Central (or online) backup system Ensure that the client’s data is backed up to enable recovery within required service levels Compelling Value Proposition originates here !!! Backup monitoring and alerting on backup issues Backup issue resolution 5 x “What else?”

28. Customer Needs Analysis 21 Copyright © 2010 AntFarm, Inc. All Rights Reserved Customer Needs Service Results Service Desk to receive client service calls 24 x 7 Monitoring and event management Resolve outages quickly, when they do occur Remote incident resolution to restore service Emergency dispatch when on site presence is required Patch review for applicability and risk Server patch application and verification Keep the client’s IT systems in compliance with vendor software updates Desktop patch application and verification Problem management process for patch issues Avoid unintended consequences from changes to IT systems Now, you have a foundation for Service Design! Change management process Central (or online) backup system Ensure that the client’s data is backed up to enable recovery within required service levels Backup monitoring and alerting on backup issues Backup issue resolution

29. And… Copyright © 2010 AntFarm, Inc. All Rights Reserved Don’t Worry, Be Happy, We’ve got you covered “Improve the availability and performance of the client’s IT infrastructure, reducing the impact of IT problems” Because we’re going to… “Align IT capabilities to the needs of the business, ensuring the greatest ROI on the client’s IT spending” Resolve outages quickly, when they do occur By addressing these needs of yours… Keep the client’s IT systems in compliance with vendor software updates Ensure that the client’s data is backed up to enable recovery within required service levels Remote incident resolution to restore service With these service outcomes… Emergency dispatch when on site presence is required Patch review for applicability and risk Server patch application and verification Problem management process for patch issues 22

30. 23 Copyright © 2010 AntFarm, Inc. All Rights Reserved 4 Steps to a Process Framework IMPROVE 1 2 3 4 Establish the Value Proposition Design the Service Architecture Engineer the Process Modules Deploy The Processes Service Blueprintingframework

31. Copyright © 2010 AntFarm, Inc. All Rights Reserved Three Layers of the Process Framework Life Cycle Diagram Service Architecture Process Maps Service Blueprint Module Overview Diagram Procedure Descriptions Job Aid 24

32. 25 Copyright © 2010 AntFarm, Inc. All Rights Reserved Design the Service Architecture The Service Life Cycle: Block diagram depicting the service from start to finish Provides a high level understanding of the service flow Brings organization to the underlying process modules – it shows how they relate

35. 27 Copyright © 2010 AntFarm, Inc. All Rights Reserved Define your Managed Services Life Cycle Time Delivery Management Client Onboarding Reactive Support Proactive Management Strategic Consulting Contract Renewal Contract Cancellation Security Management Entry Exit Entry Exit Entry Exit Entry Exit Entry Exit Entry Exit Entry Exit Service Triggers Entry Exit

36. 28 Copyright © 2010 AntFarm, Inc. All Rights Reserved Building Out the Service Architecture Customer Needs Analysis results mapped here Needs Results Reactive Support Proactive Management Delivery Management Service Cancellation Client Onboarding Service Desk Quarterly Business Review Server & Desktop Management Service Deactivation Service Kickoff Request Fulfillment Service Activation Patch Management Reporting Patch review for applicability and risk Backup Management Change Management Tier 1 Help Desk Server patch application and verification Agreement Management Remote incident resolution to restore service Tier 2 Incident Response Network Management Use the Affinity Diagram

37. Copyright © 2010 AntFarm, Inc. All Rights Reserved Responsive Support Typical “Mature” Managed Services Architecture Service Ticket Management Service Call Intake Event Management Response Matrix Service Ticket Closeout Escalation Management Request Fulfillment and Incident Management Client Onboarding Service Request Fulfillment Tier 1 Help Desk Support Tier 2 Incident Resolution Emergency Dispatch Scheduled Dispatch Transition & Activation Proactive Management Transition From Sales Client Service Kickoff Service Activation IT Systems Management Problem Management Server & Desktop Management Patch Management Backup Management Network Management Systems Readiness Audit Security Management Client IT Environment Discovery Baseline & Analysis Audit Results Review Firewall Management Malware Management Access Management Audits and Tests IT Service Continuity Audit Recovery Planning & Testing Proactive Availability Audit Availability Testing Service Level Assurance Technical Account Management Quarterly Business Review Service Improvement Program Customer Satisfaction Program System Health & Service Level Reporting Strategic IT Consulting Business Requirements Discovery Strategic IT Plan Development StrategicIT Plan Review & Management Service Control Service Cancellation Asset & Configuration Management Change Management Risk Management Agreement Management Queue Management Continual Service Improvement Service Closeout Service Deactivation 29

38. Copyright © 2010 AntFarm, Inc. All Rights Reserved Typical “Mature” Managed Services Architecture Client Onboarding Transition & Activation Proactive Management Client Service Kickoff Transition From Sales Client Service Kickoff Service Activation IT Systems Management Problem Management Server & Desktop Management Patch Management Backup Management Network Management Responsive Support Systems Readiness Audit Service Ticket Management Security Management Client IT Environment Discovery Baseline & Analysis Audit Results Review Service Call Intake Event Management Response Matrix Service Ticket Closeout Escalation Management Firewall Management Malware Management Access Management Request Fulfillment and Incident Management Audits and Tests Service Request Fulfillment Tier 1 Help Desk Support Tier 2 Incident Resolution Emergency Dispatch Scheduled Dispatch IT Service Continuity Audit Recovery Planning & Testing Proactive Availability Audit Availability Testing Service Level Assurance Technical Account Management Quarterly Business Review Service Improvement Program Negative Feedback Review System Health & Service Level Reporting Strategic IT Consulting Business Requirements Discovery Strategic IT Plan Development StrategicIT Plan Review & Management Service Control Service Cancellation Asset & Configuration Management Change Management Risk Management Agreement Management Queue Management Continual Service Improvement Service Closeout Service Deactivation 30

39. Copyright © 2010 AntFarm, Inc. All Rights Reserved 31 Responsive Support PAIN Priorities Service Ticket Management Service Call Intake Event Management Response Matrix Service Ticket Closeout Escalation Management Request Fulfillment and Incident Management Client Onboarding Service Request Fulfillment Tier 1 Help Desk Support Tier 2 Incident Resolution Emergency Dispatch Scheduled Dispatch PAIN Transition & Activation Proactive Management Transition From Sales Client Service Kickoff Service Activation IT Systems Management Problem Management Server & Desktop Management Patch Management Backup Management Network Management Systems Readiness Audit Security Management Client IT Environment Discovery Baseline & Analysis Audit Results Review Firewall Management Malware Management Access Management Audits and Tests IT Service Continuity Audit Recovery Planning & Testing Proactive Availability Audit Availability Testing Service Level Assurance Technical Account Management Quarterly Business Review Service Improvement Program Customer Satisfaction Program System Health & Service Level Reporting Strategic IT Consulting VALUE Business Requirements Discovery Strategic IT Plan Development StrategicIT Plan Review & Management Service Control Service Cancellation Asset & Configuration Management Change Management Risk Management Agreement Management Queue Management Continual Service Improvement Service Closeout Service Deactivation

40. 32 Copyright © 2010 AntFarm, Inc. All Rights Reserved 4 Steps to a Process Framework IMPROVE 1 2 3 4 Establish the Value Proposition Design the Service Architecture Engineer the Process Modules Deploy The Processes Service Blueprintingframework

41. 33 Copyright © 2010 AntFarm, Inc. All Rights Reserved What’s a Service Blueprint? Graphical projection of how a service is delivered from the CUSTOMER’S PERSPECTIVE Expansion of the general service delivery concept, providing who, what, when, where, & how details Charts all of the transactions that occur both in the customer’s view and outside of it Foundation for the Statement of Work / Service Agreement and consistent delivery

42. 34 Copyright © 2010 AntFarm, Inc. All Rights Reserved Boundary Conditions for the Process Module What you’re trying to achieve with the process What goes into the process… What comes out of the process… Sets expectations for the process Significant elements of the process 34

43. 35 Copyright © 2010 AntFarm, Inc. All Rights Reserved Service Blueprint “You are here” in the service Life Cycle Diagram Tangible deliverables or results produced by the service Events and outcomes experienced by the customer during the service Service delivery actions in contact with the customer Service delivery actions out of direct view of the customer Background processes or connection points to other services processes Storyboard for Service Delivery Systems and tools which play a role in the service; backstage documents

44. 36 Copyright © 2010 AntFarm, Inc. All Rights Reserved Show the workflow and the connection to the customer experience Identify action performers by role Integrate automated tasks into the workflow Document the 80% path - provide links to “exception” handling Show where templates and reference docs are used Document systems used to automate the service

45. Define the Boundary Conditions 37 Copyright © 2010 AntFarm, Inc. All Rights Reserved Include entry conditions or “triggers” Include exit conditions and links to next process

46. 38 Copyright © 2010 AntFarm, Inc. All Rights Reserved 4 Steps to a Process Framework IMPROVE 1 2 3 4 Establish the Value Proposition Design the Service Architecture Engineer the Process Modules Deploy The Processes Service Blueprintingframework

48. Member Involvement

50. Proper planning

52. Deming Improvement Cycle Copyright © 2010 AntFarm, Inc. 41 Act Plan Do Check

53. Kaizen Blitz 42 Copyright © 2010 AntFarm, Inc. All Rights Reserved Day 1 Day 2 Day 3 Day 4 Day 5 Initial Event Planning Session [ [ Act Plan Do Check Plan Do Check Act Kaizen Blitz Kaizen Blitz Kaizen Blitz Process Capability Time Short, intense period to deploy a process module “Tiger Team” singularly focused implementation Event focus is well defined – no room for scope creep Results should be evident, significant, and rapid 3 Phases to the Kaizen Blitz (align with Deming cycle) Do Plan Check Act Planning Kaizen Blitz Follow-up (a Deming Cycle occurs within the event as well)

54. Kaizen Blitz 43 Copyright © 2010 AntFarm, Inc. All Rights Reserved Act Do Plan Check Process Training and Rollout Event Kickoff Process Improvement Testing Process Improvement Development Conference Room Pilot Sustainability Planning Service Blueprint Update Work Plan Development Event Wrap Up

55. 44 Copyright © 2010 AntFarm, Inc. All Rights Reserved 4 Steps to a Process Framework IMPROVE 1 2 3 4 Establish the Value Proposition Design the Service Architecture Engineer the Process Modules Deploy The Processes Service Blueprintingframework

56. 45 Copyright © 2010 AntFarm, Inc. All Rights Reserved Achieving the Value Proposition… Define the Value Proposition Customer Needs Service Results Drive Service Design Service Process Design Service Execution Achieve the Value Proposition Customer Needs Service Results Service Process Satisfy Yields Consistently!!!

57. 46 Copyright © 2010 AntFarm, Inc. All Rights Reserved Questions for you… Does the Value Proposition for your services provide you with a competitive advantage? Are you prepared to consistentlydeliver on that value proposition? If not, what are you doing about it?

58. 47 Copyright © 2010 AntFarm, Inc. All Rights Reserved Preview of AntFarmService Offerings

59. 48 Copyright © 2010 AntFarm, Inc. All Rights Reserved Service Blueprintingfor Managed Services If growth of your Managed Services business is hindered by a lack of process… Typical Challenges: Limited depth to existing processes It takes People, Tools, and Processes for best-in-class managed services MSPs must be able to differentiate themselves through both value and delivery Lack of skills or time to develop process A Managed Services Blueprint provides the solid foundation required for MSP sales and delivery: Detailed blueprint which can be rolled out with a high probability of successful delivery Service features expressly meet defined end-customer needs and business objectives Strong foundation for the development of deliverables and underlying service delivery procedures = repeatable = value prop MSP Factory Craftsman = everything ties

62. Low cost of entry

63. Personalized for faster adoption

65. 52 Copyright © 2010 AntFarm, Inc. All Rights Reserved Questions?

66. 53 Copyright © 2010 AntFarm, Inc. All Rights Reserved Thanks for joining us today Customer Needs Service Results Satisfy Contact us for help in designing value into your services! 1-888-AntFarm info@antfarm-inc.com