1 Creating and Managing SLAs: How To Monitor, Manage and Measure Your IT Service Delivery

2 Lee Evans Owner Vital Technology Group Joe Rourke Autotask Dir. of Product Management David Hay Partner Development GFI MAX

3 Autotask is…

4 …Industry leading. World’s #1 provider of cloud-based IT business management software since Replace at least 5 different applications!

5 …Open. Field TechsSales RepsExecutivesBilling/Accounts/AdminService Managers CRM Contracts Service Desk Timesheets Projects Inventory Reports Billing Community RMMBackupAccountingStorageOutlook/ExchangeManaged PrintQuoting

6 …Global full time employees in: » Beijing, China » London, England » New York, USA » South America » Sydney, Australia » Frankfurt, Germany Customers in 55+ countries Datacenters in the US & UK

7 …Education. » 40+ live webinars & workshops per month □ Product training □ Business building content » 120+ on demand training videos » Boot camps » Road shows

8 The business goal “You want to consistently meet or exceed your customers expectations for service delivery”

9 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

10 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!

11 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

12 Monitor, Manage and Measure your IT Service Delivery ---

13 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI ---

14 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI Services and Bundles ---

15 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI Services and Bundles SLAs---

16 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI Services and Bundles SLAs Workflow Automation ---

17 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI Services and Bundles SLAs Workflow Automation Reports and Metrics

18 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI Services and Bundles SLAs Workflow Automation Reports and Metrics

19 GFI Alerts Portal Event Management Resources Customers Contacts Tie Service Ticket to Contracts: Recurring Services, Block Hours, Retainer, T&M, Incident, Flat Fee Automated: Assignments Notifications Surveys SLA’s Automated: Assignments Notifications Surveys SLA’s Invoices, Reports, Profitability Enter Timesheets, Approve & Post Enter Timesheets, Approve & Post Automated Ticket Creation Automated Ticket Creation User call Autotask automates Service Delivery

20 Autotask/GFI Integration » Automatically maps devices in GFI MAX to Autotask

21 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

22 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI Services and Bundles SLAs Workflow Automation Reports and Metrics

23 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

24 Define Desktop Managed Services SKU01: Asset Management Sku01001: Discover/tag Monitoring Spares Warranty 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

25 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI Services and Bundles SLAs Workflow Automation Reports and Metrics

26 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

27 Desktop 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 Per-Machine Sell $35 to $75 Standard Standard SLA Plus Additional MS: 1. User Service Desk 2. One Hr Response 3. Monthly Operational Reviews 4. Eight Hour Onsite Desktop Per-Machine Sell $55 to $100 Enhanced Enhanced SLA Plus: 1. Four Hour Onsite 2. Quick hit training 3. Quarterly Management Review Minute time to Work (if prepared) 5. Other customized managed technical or business service? Desktop Per-Machine Sell $85 to $200 IT Department

28 Define Managed Services Metrics Set expectations and metrics Monitor, measure and manage to metrics Report results Service Desk Metrics How long before you respond ‘we will respond within 2 hours’ Response Time How long before you have a plan ‘we will have a plan in 3 hours’ Resolution Plan How long will it take to resolve ‘we will resolve the incident in 8 hours’ Resolution Time

29 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI Services and Bundles SLAs Workflow Automation Reports and Metrics

30 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

31 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

32 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI Services and Bundles SLAs Workflow Automation Reports and Metrics

33 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

34 Monitor, Manage and Measure your IT Service Delivery Service Desk and GFI Services and Bundles SLAs Workflow Automation Reports and Metrics

35 Reports for Scheduled Reviews

36 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.

37 Thanks Joe!

38 facebook.com/Autotask twitter.com/Autotask twitter.com/AutotaskAcademy linkedin.com/company/autotask

39 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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