A practical look at Service Desk, Time Tracking and Service Billing from a business perspective. See how to use Kaseya as an end to end solution for managed service delivery, tracking and billing. Drive efficiency through Service Desk automated remediation with integrated tracking and billing.

1. A Practical Perspective On
Service Desk & Service Billing
Bryan Greene, CISSP
Adaptive Technology Group

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Overview
• Understanding YOUR Goals and Operations
• Service Desk – “Taming the beast”
• Understanding Your Process
• Time Tracking and ROI
• Integrated Billing and Profitability

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What is YOUR goal as a Business?
• Create perceived value
– Instantiate value
– Better serve your customers
• Maximize efficiency
– Instantiate Results
– Create Consistency
– Develop cyclical process
• Accurate accounting for time

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Today vs. Tomorrow
Vs.
Automation

5. Understanding your Objectives
• Consistent Delivery
– Methodical approach to resolution
• Empower and Leverage your team
– Wealth of Knowledge
– Process based Roll outs
• Define Goals
– Eliminate X manual processes a month
– Start Small, grow over time
– Provide KPI’s for both Company and Clients

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Taming the Beast – Service Desk
• Service Desk is a FRAMEWORK, not a SOLUTION
• The SOLUTION is the successful implementation
of processes and best practices to create a
specific Service Delivery
– How does your service differ from competition?
• Success require:
– Define and Understand Processes
– Start Small, but Think Big

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ITIL & ITSM Lifecycle
• A process oriented framework to
provide consistent, accountable,
reliable and demonstratable
value through:
– Managing Systems around their
contribution to the business
– Aligning the delivery of IT
services closely with the needs
of the business
– Driving focus past “patch
management” and “antivirus” to
deliver a competitive advantage
to your customers through
technology

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Ask Yourself?
• How many of you have memorized step by step
resolution to 5 common issues you see weekly?
• How much time do you spend resolving these?
• Does your Kaseya monitoring detect the issue?
• Would you like to never have to do it again?
• What would it mean to your business?

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So Where Do We Start?
• Desk Definitions
– Model your desks based on process and visibility
– Leveraging the Knowledgebase(s)
• Framework
– Defining Stages, Entry and Exit Procedures
– Implementing Actions on Ticket Change
– Leveraging Agent and Sub Procedures
– Implementing SLA’s and Escalation
– Logging, Logging, Logging!
– Test Instances
• Automatic Remediation & Superfluous Ticket Elimination –
Brian Dagan
– Tuesday @ 2:00 in the Acacia Ballroom

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Workflow

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Stages/Assignment

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Agent and Sub-Procedures

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Logging
Logging

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Testing by Machine Group

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Time Tracking & ROI
• THREE reasons to track time
– Billing and Profitability
• Ensure billable time is reaches invoices
• Evaluate profitability on client by client basis
– Accountability
• Ensure employees are performing as expected
– Automation ROI
• Understand what your investment brings to the
bottom line
• Direct future automation priorities

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Why Track Automation ROI
• Scenario:
– Take an incident that occurs on average 4 times a month, and takes 30
minutes of time on average per occurrence to resolve. This specific incident
costs you 2 hour a month, or 24 hours a year in employee time.
• Investment:
– If you spent 3 hours developing and testing an automated solution, you
would have just saved your self 21 hours on this one issue in the first year.
• Ok, but I’ve only solved 1 thing, now what?
– Take the top 3 issues per month, automated their resolution. After 12
months, you have 36 automated items, saving yourself over a week a month
(540 Hrs), with an investment of 108 hours of development.
• Automation ROI:
– With new procedure code released a few weeks ago, you can now log time
savings without custom SQL code, enabling you to track your long term
return on these development efforts, and substantiate the true return on
your investment!

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Adding in Time

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Automation ROI Example

19. Making Time Tracking Easy
• Engineers Hate Tracking Time!
• Access Built in timers within any Kaseya
Interface
– Start directly from a Ticket
– Search Machine and start
– New timer button on any screen
• Time Tracking Module
• 3rd party utilities such as mgMobile

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Time Entry and Rollup

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3rd Party Utilities

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Integrated Service Billing
• Monetize All Services Delivered
– Billable Time and Recurring Service Billing
– Tiered Billing Resource Types and individual
overrides
– Integrated Sales, Work Order and Procurement
Management
– Accountability throughout all processes
• Profitability Reviews and Reporting
– Evaluate Actual Time vs. Revenue
• Simplified Monthly Invoice Processing

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Accounting Integration
• QuickBooks Integration
• New Account code and Class Override
– True visibility into revenue streams
• Invoice Delivery from either Kaseya or
QuickBooks
• Direct QuickBooks Account Creation from
Kaseya

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Q & A

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