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Service Level Management: How To Monitor, Manage and Measure Your IT Service Delivery

Service Level Management: How To Monitor, Manage and Measure Your IT Service Delivery

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Service Level Management: How To Monitor, Manage and Measure Your IT Service Delivery

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  1. Len DiCostanzoSenior Vice President Community and Business Development Autotask ldicostanzo@autotask.com Service Level Management:How To Monitor, Manage and Measure Your IT Service Delivery

  2. 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

  3. Autotask is…

  4. World’s #1 provider of cloud-based IT business management software since 2001. Industry Leading. • SERVICES AUTOMATION • CRM for Sales & Marketing • Project Management • Service Desk • Time & Expense • Contracts and Billing • Knowledgebase • YOUR NETWORK • Ticket Sharing • Client Portal • Taskfire for Internal IT • Universal Outsourcing • Online CommunITy Replace multiple applications with one integrated solution!

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

  6. 40+ live webinars & workshops per month Product training Business building content 120+ on demand training videos Boot camps Road shows Education.

  7. Service Level Management:How To Monitor, Manage and Measure Your IT Service Delivery

  8. Session Goal Jump start and validate your efforts to monitor, manage and measure IT service delivery.

  9. Insights We Will Share • What is Service Level Management (SLM). • Why SLM is important to you and you clients. • Keys to defining services, bundles and SLA’s. • How automation makes SLM happen. • Next step actions for your consideration.

  10. 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

  11. 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!

  12. 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 you’ve delivered what you said • Confidence you will improve service delivery

  13. How Do You Know You Need SLM? • Not sure you are delivering what your clients need • You can’t 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

  14. Key to Getting Started with SLM

  15. Monitor, Manage, Measure Your IT Service Delivery • Automated, Integrated Service Delivery Platform • Reports and Metrics • Services, Bundles and Metrics • Workflow Automation • SLAs

  16. Monitor, Manage, Measure Your IT Service Delivery • Automated, Integrated Service Delivery Platform • Reports and Metrics • Services, Bundles and Metrics • Workflow Automation • SLAs

  17. Incident Management - Integrated Platform Event Management Automated Ticket Creation Resources Customers Contacts Alerts Portal Email User Call Automated: Assignments Notifications Surveys SLA’s Incident Management Tie Service Ticket to Contracts: Recurring Services, Block Hours, Retainer, T&M, Incident, Flat Fee Invoices, Reports, Profitability Enter Timesheets, Approve and Post

  18. 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

  19. Monitor, Manage, Measure Your IT Service Delivery

  20. Define Services in Your Catalog

  21. Productize and Bundle Services SKU1 - Service Desk IT Service Bundle 12a. Client Portal 12b. Level 1 remote 12c. Escalation 12d. Remote control 12e. Monthly Reporting Component Services

  22. Define Service Desk 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

  23. Define Managed Service Bundles

  24. Define Services, Pricing, Profits

  25. Monitor, Manage, Measure Your IT Service Delivery • Automated, Integrated Service Delivery Platform • Reports and Metrics • Services, Bundles and Metrics • Workflow Automation • SLAs

  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 • Offer a choice, but not too many, not too complex • Builds business value!

  27. Typical Desktop SLA Bundles STANDARD IT DEPARTMENT ENHANCED DESKTOP DESKTOP DESKTOP Per-Machine Sell $35 to $75 Per-Machine Sell $85 to $200 Per-Machine Sell $55 to $100 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? Standard SLA Plus Additional MS: User Service Desk One Hr Response Monthly Operational Reviews Eight Hour Onsite Asset Inventory Management SW Package Distribution Anti-Virus/Spyware Management Patch, Service Pack Management IT Policy Management BDR Scheduled Maintenance SPOC Service Desk

  28. Tie SLA to Recurring Contract

  29. Set SLA Exclusions and Limits

  30. Set Service Desk Metrics

  31. Create and Manage Service Tickets

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

  33. Real-time Workload Utilization • Who’s busy? • How can I balance workload? • Reds overbooked > move to green • Get work done this week • Bill more > No overtime > No subs

  34. 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!

  35. Timesheet and Expense Entries Check if you hit service levels Validate service included on contract

  36. Monitor, Manage, Measure Your IT Service Delivery • Automated, Integrated Service Delivery Platform • Reports and Metrics • Services, Bundles and Metrics • Workflow Automation • SLAs

  37. Workflow Automation Rules • Execute work so you don’t 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 • Email a survey when ticket is completed • Configurable for your processes

  38. Monitor, Manage, Measure Your IT Service Delivery

  39. Reports for Scheduled Reviews

  40. Reports for Scheduled Reviews • Helps ITSP’s and MSP’s validate they are doing what they say • Reports for Monthly Operational Reviews (MOR)

  41. Survey Results in Real-Time! How Do Your Clients Feel About You? Resource Level Account Level Contact Level

  42. Benchmarks–Continual Service Improvement

  43. Monitor, Manage, Measure Your IT Service Delivery • Automated, Integrated Service Delivery Platform • Reports and Metrics • Services, Bundles and Metrics • Workflow Automation • SLAs

  44. Autotask Helps Generate Revenue Across Four Critical Stages to Securing a Client for Life • CRM • Accounts • Contacts • Quotes • Pipeline • Group email • Projects • Contracts • Resources • Phase, Task • Time, Expense • Billing • Service Desk • Contracts • Tickets, Alerts • SLA’s • Time & Expense • Billing • Client Portal • Taskfire • Reporting • Surveys • Knowledgebase

  45. Next Step Actions You Can Take!

  46. SPECIAL OFFER! • 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 sales@autotask.com Subject: “SLM112912– $1,000 Voucher” Call sales at 518-720-3500 x1

  47. Autotask Community

  48. Len DiCostanzoSenior Vice President Community and Business Development Autotask ldicostanzo@autotask.com Thanks!Questions and Answers E-mail sales@autotask.com for more info on Autotask! Subject: “SLM112912– $1,000 Voucher” Call sales at 518-720-3500 x1