Service Level Management: How To Monitor, Manage and Measure Your IT Service Delivery Len DiCostanzo Senior Vice President Community and Business Development Autotask

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…

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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 1.What is Service Level Management (SLM). 2.Why SLM is important to you and you clients. 3.Keys to defining services, bundles and SLAs. 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 youve 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 cant 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 User Call Automated Ticket Creation Automated: Assignments Notifications Surveys SLAs 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

BDR Integration Associate Autotask/BDR accounts. Sends usage data to Autotask for billing. Create Autotask tickets for certain statuses. Monitor integration to ensure its working.

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 (SLAs) 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

Map Ticket Status to Metrics

Create and Manage Service Tickets

Prioritize – Next SLA Ticket Automation drives priority not your clients!

Real-time Workload Utilization Whos 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 dont 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 – 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

Helps ITSPs and MSPs validate they are doing what they say Reports for Monthly Operational Reviews (MOR) Helps ITSPs and MSPs 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 Projects Contracts Resources Phase, Task Time, Expense Billing Service Desk Contracts Tickets, Alerts SLAs 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! Subject: SLM112912– $1,000 Voucher Call sales at x1

Autotask Community Autotask Academy MVPUser Groups Certified Consulting Partner Advisory Councils Reseller Programs Account Management Professional Services and Support Referral

THANKS! QUESTIONS AND ANSWERS for more info on Autotask! Subject: SLM112912– $1,000 Voucher Call sales at x1 Len DiCostanzo Senior Vice President Community and Business Development Autotask