Kaseya Connect 2013: Build Mind-share and Wallet-share with Quarterly Service Reviews

Build Mind-share and Wallet-share
with Quarterly Service Reviews
Copyright © 2013 AntFarm, Inc. All Rights Reserved

Where can you be
competitive?
Where do you want
to compete?
Fixing
Pain
Improving
Efficiency
Adding
Business
Value
Transactional Transformational
Chaotic Reactive Proactive
Service
Oriented
Value
Creation
From: Gartner: Data Center Poll Results
Confirm Improved Process Maturity, 2004

What makes you stand out?
• Options for Managed Services have grown
dramatically over the past several years
• Most markets have multiple choices and
offerings are difficult to distinguish
• “Proactive Management” has become table
stakes

Cloud
technologies
bring
business
advantage
Just being a
cloud provider
doesn’t bring
differentiation

A “Perfect Storm” is driving the need
for a deeper account relationships…
• Options for Managed
Services have grown
dramatically over the past
several years
• Options for provisioning IT
(customer owned, HaaS,
SaaS) have increased
• Product revenue and
margins are slipping
further
Commoditization
Confusion
Collapse

Our objective today:
Help you cement your client relationships with
ongoing Technical Account Management…
• Improve client mind-share and
loyalty
Your clients understand the
business value you provide
You ensure IT is delivering to
service levels needed for the
business
• Protect your recurring revenue
from poachers
Synchronize technology
changes with business need
• Identify opportunities for
additional wallet-share

Three Sources of ROI from this
approach:
• Increased services sales through a stronger
value proposition – your differentiator
• Improved client retention – they have tangible
evidence of the value you provide
• Improved service delivery efficiency – your
team is driven to achieve high service levels

Our Path Today…
• IT Service Management Maturity
• What is a Service Level Anyway?
• Conducting the Quarterly Service Review

IT Service Management
Maturity (from Gartner)
From: Gartner: Data Center Poll Results Confirm Improved Process Maturity, 2004
IT is a Pain IT Works OK
IT Makes My
Business Better
Service
Oriented
Value
Creation
• Disorganized
responses to
issues
• Unpredictable
performance
and reliability
• Efficient
resolution of
user service
requests
• Service tickets
document
responses
• Up / down
monitoring
• Patch
management
• Mature problem
analysis
• Performance
monitoring
• Trending
analysis
• Defined IT
service levels
• SLAs in place
with business
operations
• Delivery is
managed to the
established
service levels
• IT objectives
linked to
business metrics
• IT focus is on
business
advantage
Fixing
Pain
Improving
Efficiency
Adding
Business
Value
From: Gartner: Data Center Poll Results
Confirm Improved Process Maturity, 2004

Adding Business Value
CHAOTIC
REACTIVE
PROACTIVE
SERVICE-
ORIENTED
VALUE
CREATION
Business Risk
IT Management
Cost
Business Value
Growth
Efficiency
Agility
Satisfaction
Advantage
Hassle

Impact of “the Cloud”
IT Makes My
Business Better
Service
Oriented
Value
Creation
• Disorganized
responses to
issues
• Unpredictable
performance
and reliability
• Efficient
resolution of
user service
requests
• Service tickets
document
responses
• Up / down
monitoring
• Patch
management
• Mature problem
analysis
• Performance
monitoring
• Trending
analysis
• Defined IT
service levels
• SLAs in place
with business
operations
• Proactive
capacity
planning
• IT objectives
linked to
business metrics
• IT focus is on
business
advantage
Client RelationshipIt’s behind the curtain -
clients assume it will
work

Two Important ITIL ® Concepts
“Is IT being
delivered at the
right SERVICE
LEVELS?”
Warranty
(usability)
“Is IT ENABLING
the business?”
Utility
(usefulness)
Service
Oriented
Value
Creation
ITIL (IT Infrastructure Library) is a globally accepted approach to IT service management, providing
a cohesive set of best practices, drawn from the public and private sectors.

Warranty
These ITIL areas focus on the
“WARRANTY” for IT service delivery
(is IT usable)
“Is IT available when and where it’s
needed?”
“Is there enough IT capacity to avoid
performance issues?”
“Is IT support responsive enough?”
“Have the threats to IT been
adequately addressed?”
“Is IT being
delivered at
the right
SERVICE
LEVELS?”
Availability
Management
Capacity
Management
Information
Security
Management
IT Service
Continuity
Management
Service
Level
Management
Supplier
Management

Utility
These ITIL areas focus on the
“UTILITY” of IT capabilities
(is IT useful)
“What are the customer’s VITAL
BUSINESS PROCESSES?”
“What IT capabilities are required to
support these vital processes?”
“Where are the gaps, and what is the
roadmap to fill the gaps?”
“Is IT
ENABLING the
business?”
“Is the client getting their money’s
worth?”
Strategy
Generation
Service
Portfolio
Management
Financial
Management
Risk
Management

Warranty
Warranty
+
Utility
Utility
+
Warranty
3 Levels of IT Service
Management
(ITIL: Resource Capacity Management)
• Daily management required to ensure IT is
performing optimally
IT Resource
Level Daily
Operations
(ITIL: Service Capacity Management)
• Monitoring and analysis to validate that IT
service levels are meeting current needs
• Near-term changes to ensure that service
levels are met cost effectively
IT Service
Level Quarterly
Review
(ITIL: Business Capacity Management)
• Understanding pending business changes
and the impact those changes will have on IT
• Strategic planning to ensure IT capability will
support the future needs of the business
Business
Level
Strategic
Planning

MSP Processes Aligned to
Maturity
(selected processes)
Technical
Account
Management
Quarterly
Service
Reviews
Service Level
Reporting
Customer
Satisfaction
Strategic IT
Planning
Technology
Lifecycle
Planning
IT Budgeting
Strategic IT
Roadmap
IT Makes My
Business Better
Service
Oriented
Value
Creation
Proactive
Systems Mgmt
Server,
Desktop,
Network Mgmt
Change
Management
Problem
Management
Responsive
Support
Incident
Management
Service
Request
Fulfillment
Asset & Config
Management

So what’s a “Service Level”
anyway?
It’s a measure
of “quality” from
the client’s
perspective

So what’s a “Service Level”
anyway?
• Most often taken from the customer’s viewpoint:
– Availability
– Accessibility
– Responsiveness
– Resolution
– Satisfaction
• Service provider’s view is also important:
– Rework
– Efficiency
IT
Infrastructure
Service
Provider
Does the level of
service meet the
need?
Is your team
meeting the
standard?

Service Level Examples
IT Service Availability • Hours of operation
• Availability % during hours of operation
• Availability at specified locations
• Infrastructure availability
IT Service Performance • Transaction response time
Support • Service desk coverage hours
• Service desk “reach-ability”
• Response time
• Frequency of status updates
• Resolution time
• First call resolution
• Escalation timing and procedures
Systems Management • Backup verification
• Capacity forecasting
• System update compliance
• Change request lead time
Client Satisfaction • Percent of users that are satisfied
Service Level Reporting • Frequency and content
Many, but not
all, are time-
based

Service Level Definition
You don’t have
to be perfect,
just competitive
Service Provided Standard
Performance
Target
We will respond to
Priority 1 tickets
within 30 minutes at least 90% of the
time
We will resolve
Priority 1 tickets
within 8 hours at least 80% of the
time

Copyright © 2013 AntFarm, Inc.
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0.0
4.5
9.0
13.5
18.0
22.5
27.0
31.5
36.0
40.5
45.0
Frequency(#ofTickets)
Hoursto Respond
Frequency Cumulative %
Response Time
n=211
Service Level Performance
Frequency Distribution Chart
Number of tickets
in a bin (i.e. 41)
“Bins” represent time slots
(i.e. between 4 & 8 hours)
Cumulative % of tickets
(i.e. 80% at ~ 16 hours)
You must know
how you are
performing

0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0.0
4.5
9.0
13.5
18.0
22.5
27.0
31.5
36.0
40.5
45.0
Hoursto Respond
Response Time
90% @ 37.8 hrs
80% @ 15.5 hrs
SLA: 47.9% @ 4 hrs
n=211
90% response by
~ 38 hours
Just under 50% response by the
Service Level Objective of 4 hours

Defining Your Service Levels
• List service indicators (KPIs) requiring Service Level
Objectives
• Determine the standard which meets the market’s need
• Determine your current performance
• Develop the plan to make your performance “acceptable”
Service Provided Standard
Performance
Target
We will respond to
Priority 1 tickets
within 30 minutes at least 90% of the
time

0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0.0
4.5
9.0
13.5
18.0
22.5
27.0
31.5
36.0
40.5
45.0
Hoursto Respond
Response Time
90% @ 37.8 hrs
80% @ 15.5 hrs
SLA: 47.9% @ 4 hrs
n=211
Improve
Service Level
performance
& you will
improve efficiency

Quarterly Service Review
System Health
and
Performance
Technology
Lifecycle
Management
Technology
Recommendations
Provider Service
Levels
Financial
Review
Client Attendees:
• Sponsor
• Primary Contact
• Line of Business managers (as appropriate)
• Internal IT (as appropriate)
Provider Attendees:
• TAM / VCIO
• Solution Architect
<< Drives the session

Current health
and performance,
future outlook
IT Infrastructure
Service Levels
Risks and
business impact
System Health
and
Performance
Technology
Lifecycle
Management
Technology
Recommendations
Provider Service
Levels
Financial
Review
IT Infrastructure
Service Levels
• Availability
• Update compliance
• Performance (capacity)

Warranty
(usability)
Availability Capacity
Information
Security
IT Service
Continuity
Current State
Assessment
29Copyright © 2013 AntFarm, Inc. All Rights Reserved

Risk and Impact
IT Resource
Risk
Description
Pri
Business
Impact Response
Impact on
Critical Processes
“Risk Log” aka “Risk Register”

End-of-life &
Supportability
Issues
Planned
Technology
Refreshes
Maintenance
Coverage Issues
System Health
and
Performance
Technology
Lifecycle
Management
Technology
Recommendations
Provider Service
Levels
Financial
Review

Technology Lifecycle
Management
• Retirements
• Deployments
• Migrations
Tradeoff between
replacement costs
and continued
upkeep & availability
risks
• Upgrades
• Refreshes
Optimize the ROI from
your client’s IT asset
spend

In-scope
configuration
changes
Out-of-scope
upgrades &
solutions
Technology to
support business
changes
System Health
and
Performance
Technology
Lifecycle
Management
Technology
Recommendations
Provider Service
Levels
Financial
Review

Recommendations
IT Resource Description Pri Justification New Avail Cap Sec Cont
Wallet-share
Opportunity

Service Level
Objectives and
Results
Client
Satisfaction
Remedial Action
Plan
System Health
and
Performance
Technology
Lifecycle
Management
Technology
Recommendations
Provider
Service
Levels
Financial
Review

Provider Service Levels
• Details of Service Usage
– Incident tickets / trends
– Service requests / trends
– Top 10 users
– Top 10 ticket types
– Volume (i.e. backup)
• Changes in coverage
– New services
– Changes in device counts
– Cancelled services
• Suggestions for improved
usage
• Service Levels
– Service Level Objectives
– Response / Resolve
– Proactive task compliance
– Scheduled vs. Unscheduled
downtime
– Trending
• Client Satisfaction
• Other Proactive Activities
– Recovery testing
– Failover testing
– Security audits

Meets or exceeds target Within 5% of target More that 5% off target
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Resolve within 2 business days
Respond within 4 hours
Resolve within 8 hours
Respond within 15 minutes
Priority 1
Incidents
Priority 1
Service
Requests
9
7
89%
78%
84%
100%
Mind-share
Opportunity

Client Satisfaction
90%
60%
90%
55%
80%
80%
% Satisfied
What’s your
plan to fix it?

Outstanding
Issues
(Aged A/R)
Agreement
Reconciliation
Pending
Renewals
System Health
and
Performance
Technology
Lifecycle
Management
Technology
Recommendations
Provider Service
Levels
Financial
Review

System Health
and
Performance
Technology
Lifecycle
Management
Technology
Recommendations
Provider Service
Levels
Financial
Review
Strategic IT
Plan Review
and Update

Strategic IT Plan Review
Program Management of
Strategic IT Roadmap Initiatives
Institutionalizes
Strategic IT Planning
Business
Requirements
Discovery
Strategic IT
Roadmap
Development
Strategic IT
Roadmap Review
and Mgmt
Initial Review
and Approval
Quarterly
Plan Review
and Update
Annual Plan
Refresh
IT Plan IT Roadmap IT Budget

• Improve client mind-share and
loyalty
• Protect your recurring revenue
from poachers
• Identify opportunities for
additional wallet-share
Your clients understand the
business value you provide
You ensure IT is delivering to
service levels needed for the
business
Synchronize technology
changes with business need



System Health
and
Performance
Technology
Lifecycle
Management
Technology
Recommendations
Provider Service
Levels
Financial
Review
Strategic IT Plan
Review and
Update

Fixing
Pain
Improving
Efficiency
Adding
Business
Value
Service
Oriented
Value
Creation
Where do you want to
compete?

We are Service Architects
We drive service growth for IT Solutions Providers
through improved service design and delivery
• Build in customer & solution provider value
• Base service delivery on best practices
• Employ practical methods and tools
Our Mission

IT Plan
• IT services & capabilities
• IT impacts and risks
• IT strategies for gaps
Strategic IT Roadmap Tools
(MS Word) (MS Excel)
IT Roadmap
• Time-based view of IT
capability recommendations
• IT asset life cycle view

Kaseya Connect 2013: Build Mind-share and Wallet-share with Quarterly Service Reviews

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Kaseya Connect 2013: Build Mind-share and Wallet-share with Quarterly Service Reviews