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

Creating and Managing SLAs: How To Monitor, Manage and Measure Your IT Service Delivery. Joe Rourke Autotask Dir. of Product Management. Lee Evans Owner Vital Technology Group. David Hay Partner Development GFI MAX. Autotask is…. …Industry leading.

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

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

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

  3. Autotask is…

  4. …Industry leading. World’s #1 provider of cloud-basedIT business management softwaresince 2001. Replace at least 5 different applications!

  5. …Open. Sales Reps Executives Service Managers Field Techs Billing/Accounts/Admin RMM Storage Backup Outlook/Exchange Quoting Managed Print Accounting CRM Contracts Service Desk Timesheets Projects Inventory Reports Billing Community

  6. …Global. 200+ 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

  14. Monitor, Manage and Measure your IT Service Delivery

  15. Monitor, Manage and Measure your IT Service Delivery

  16. Monitor, Manage and Measure your IT Service Delivery

  17. Monitor, Manage and Measure your IT Service Delivery

  18. Monitor, Manage and Measure your IT Service Delivery

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

  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 Autotask GFI MAX

  22. Monitor, Manage and Measure your IT Service Delivery

  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

  25. Monitor, Manage and Measure your IT Service Delivery

  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. IT Department Enhanced Standard Desktop Desktop Desktop Per-Machine Sell $35 to $75 Per-Machine Sell $85 to $200 Per-Machine Sell $55 to $100 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 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? Standard SLA Plus Additional MS: 1. User Service Desk 2. One Hr Response 3. Monthly Operational Reviews 4. Eight Hour Onsite

  28. Define Managed Services Metrics

  29. Monitor, Manage and Measure your IT Service Delivery

  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

  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

  35. Reports for Scheduled Reviews

  36. Next Step Actions You Can Take 36

  37. Thanks Joe!

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

  39. GFI MAX CUSTOMER CONFERENCES 2012 • United States New OrleansSeptember 26-27, 2012 • AustraliaGold CoastOctober 2-3, 2012 • GermanyMunichOctober 18, 2012 • UKLondonOctober 11-12, 2012 Register at conferences.gfimax.com

  40. MSP Business Management • Articles about running your business • Webinars • White papers • Videos • Retro computers!! http://www.mspbusinessmanagement.com

  41. THANK YOU!

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