Automation Desk I: Leveraging Service Desk as a Hub for Advanced Automation


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Kaseya’s automation is a hallmark of the platform, and Service Desk was designed to take service automation to the next level. Don’t take our word for it - hear it straight from one of your peers and see concrete examples of how he has used Service Desk to drive automated remediation, automated ticket processing, event-based escalations, and more. Already using a 3rd party PSA solution? No problem -- learn how Service Desk can be leveraged as a powerful service automation engine and see how it can be fully integrated to your existing PSA. Don’t have an existing solution and want an embedded Service Desk solution via Kaseya’s single pane of glass? Service Desk can deliver that as well. Come to this session and learn how you can tap into the power of Service Desk to take automation to the next level.

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Automation Desk I: Leveraging Service Desk as a Hub for Advanced Automation

  1. 1. Leveraging Service Desk as a Hub for Advanced Automation Kevin Franck, VP Product Management, Kaseya Paul Haaker, Co-Founder, MSP Assist Copyright ©2014 Kaseya 1
  2. 2. The information in this presentation is confidential and proprietary to Kaseya and may not be disclosed or distributed without the prior written permission of Kaseya. This document, and any related presentation, as well as Kaseya's strategy, possible future developments, products, platforms, directions and/or functionality are all subject to change without notice at Kaseya’s sole discretion. The information in this document does not constitute a commitment, contract, promise or legal obligation to deliver any material, code or functionality. This document is provided without warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, and non-infringement. This document is for informational purposes only and may not be incorporated into a contract. All forward-looking statements, including those set forth in this presentation, are subject to various assumptions, risks and uncertainties that could cause actual results to differ materially from projections. Readers are cautioned not to place undue reliance on such forward-looking statements, and specifically, not to rely upon such in making purchasing decisions. Copyright ©2014 Kaseya 2
  3. 3. Automation Desk “It’s not your father’s Service Desk” Copyright ©2014 Kaseya 3
  4. 4. The Way It Was Standalone Service Desk Isolated Disconnected Reactive Manual / Labor Intensive Monitoring Audit Patch The Stranded Island Affect “Castaway” Copyright ©2014 Kaseya 4
  5. 5. The Kaseya Way Copyright ©2014 Kaseya 5 Agent Framework Automated Analysis (ticket notes) Automated Remediation (ticket notes) Instant Access to IT System Mgmt Tools Instant Remote Access Chat Extend Automation Desk To Endpoints & End Users Bring IT all together
  6. 6. Kaseya IT Systems Mgmt with Automation Desk ITIL Suite •e.g. ServiceNow Professional Service Automation (PSA) •e.g. Autotask •e.g. ConnectWise A Perfect Fit, in Two Flavors All in One Integrated OR Copyright ©2014 Kaseya 6
  7. 7. Gartner – Magic Quadrant for the IT Service Desk Gartner RAS Core Research Note G00160687, David M. Coyle, Kris Brittain, 4 November 2008, RA 11132009 “IT Service Desks continue to be the focal point of an IT organization’s strategy to deliver service and support.” “The increasing complexity of the IT environment, the pressure to reduce costs and the drive to align IT resources with business priorities continue to fuel the IT organization to improve the people, processes and technologies of the service desk.” “Vendors’ products have been slowly evolving from the early 1990s, with basic incident ticket management functionality, to today’s integrated suite” Copyright ©2014 Kaseya 7
  8. 8. Practical Steps To Make The Kaseya Service Desk Work For You Best Practices, Results & Benefits Copyright ©2014 Kaseya 8
  9. 9. Paul Haaker Co-Founder, MSP Assist Auckland, New Zealand Copyright ©2014 Kaseya 9
  10. 10. Paul Haaker KCSA Used Kaseya for 11 years Built 4 MSPs based upon Kaseya Consulted to $ Billion MSP Trained dozens of engineers In the 1st 10 Kaseya Certified Engineers globally Currently manage 6 Kaseya VSAs for different MSPs Trained electrical engineer and build cars in my spare time Copyright ©2014 Kaseya 10
  11. 11. Lessons I’ve learned More monitoring doesn’t always = better service Standardize on monitoring and remediation Small changes can make a big impact Use the Service Desk as an automation engine Copyright ©2014 Kaseya 12
  12. 12. 1st step The number 1 thing you can do to improve the profitability, efficiency and customer service of your MSP: Manage the flow, frequency and number of tickets coming into your VSA This will provide time and resources for other development Copyright ©2014 Kaseya 13
  13. 13. HERE IS HOW Service Desk Copyright ©2014 Kaseya 14 Copyright ©2014 Kaseya 14
  14. 14. Ticket Tickets and More Tickets Some simple steps toward reducing them : STOP creating Alarms directly from monitoring (Unless you still need a Dashboard) HAVE Scripts determine if an Alarm is needed HAVE script determine if a Service Desk Ticket is needed USE SD Workflows to add some intelligence to the Ticket Creation USE Integrations to pass the tickets onto other PSA’s Copyright ©2014 Kaseya 15
  15. 15. How do we Deal with these SD initial implementation usually means a linear increase in tickets as more machines and monitor sets are applied Use Agent procedures to minimize this trend Use Smart SD techniques to further minimize Ticket QTY’s Copyright ©2014 Kaseya 16
  16. 16. Tools Agent procedure Remediation De-duping Plug-in SD Workflows PSA Integration Copyright ©2014 Kaseya 17
  17. 17. DEMONSTRATION Copyright ©2014 Kaseya 18
  18. 18. Policies / Monitor Sets and Scripts Copyright ©2014 Kaseya 19
  19. 19. How to Reduce Tickets by 30% Remediate within an Agent Procedure Copyright ©2014 Kaseya 20
  20. 20. SD Workflow Result Copyright ©2014 Kaseya 21 Ticket Notes
  21. 21. Reduce Tickets by a further 30% Use De-Dupping Techniques and combine tickets of similar or related content into a single ticket based on Rules Some Examples : 1. Same Machine , Same Summary – Add to Existing / Close New 2. Any Machine, Same Group , Same Summary – Add to Existing / Close New 3. Same Machine, “Online” in Summary – Add to existing “Offline and Close” 4. Any Machine, “Low Disk” in Description – Add to existing “Exchange” and Close 5. Any Machine, “Patching” in Summary – Ignore Duplicates and Always create New 6. Same Machine, “Spooler” in Desc – Ignore Rule all together – ie Disable Rule Copyright ©2014 Kaseya 22
  22. 22. Reduce Tickets by a further 30% Copyright ©2014 Kaseya 23
  23. 23. Use Rules to Combine Tickets Copyright ©2014 Kaseya 24
  24. 24. Ticket Status (A KPSA Example) Copyright ©2014 Kaseya 25
  25. 25. Ticket Status (AN EMail Example) Emails Copyright ©2014 Kaseya 26
  26. 26. How ? New Tickets SD Workflow Determining Synch Status Copyright ©2014 Kaseya 27
  27. 27. KPSA Workflow using API Copyright ©2014 Kaseya 28
  28. 28. KPSA Setup KPSA (from DevIO) Copyright ©2014 Kaseya 29
  29. 29. Synch using Alternate Methods Both Autotask and ConnectWise also offer a form of Integration AT uses Alarms , ConnectWise uses the OLD Ticketing Module Neither leverage Kaseya’s Service Desk Copyright ©2014 Kaseya 30
  30. 30. Using Email As an Alternative Copyright ©2014 Kaseya 31
  31. 31. The Net Effect – Less Tickets The net effect is less tickets to deal with but no loss of detail and a means to measure by tracking duplicate qtys and remediation results all from the Service Desk Copyright ©2014 Kaseya 32
  32. 32. MSP ASSIST Copyright ©2014 Kaseya 33
  34. 34. When Service Desk is at the Center! More IT Information Faster Response Quicker Remediation Increased End User Satisfaction Copyright ©2014 Kaseya 35
  35. 35. Copyright ©2014 Kaseya 36 Questions and Answers Thanks for Attending Kaseya Connect #KaseyaConnect Let's Share!