Kaseya Connect 2013: Build Mind-share and Wallet-share with Quarterly Service Reviews

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"Want to improve client mind-share and loyalty because your clients understand the value you provide? Regularly your clients are approached by someone new knocking on their door trying to take them away from your services. Strong account relationships built on mutual trust and two-way communications defend against this and foster both high retention rates and referrals for new clients. Quarterly Service Reviews provide a forum to discuss both of these areas and will be discussed in detail in this session. Walk away with the protection and tools needed to protect your revenues and cultivate long lasting client relationships.

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Kaseya Connect 2013: Build Mind-share and Wallet-share with Quarterly Service Reviews

  1. 1. Build Mind-share and Wallet-sharewith Quarterly Service ReviewsCopyright © 2013 AntFarm, Inc. All Rights Reserved
  2. 2. Where can you becompetitive?Copyright © 2013 AntFarm, Inc. All Rights ReservedWhere do you wantto compete?FixingPainImprovingEfficiencyAddingBusinessValueTransactional TransformationalChaotic Reactive ProactiveServiceOrientedValueCreationFrom: Gartner: Data Center Poll ResultsConfirm Improved Process Maturity, 2004
  3. 3. What makes you stand out?• Options for Managed Services have growndramatically over the past several years• Most markets have multiple choices andofferings are difficult to distinguish• “Proactive Management” has become tablestakesCopyright © 2013 AntFarm, Inc. All Rights Reserved
  4. 4. Copyright © 2013 AntFarm, Inc. All Rights ReservedCloudtechnologiesbringbusinessadvantageJust being acloud providerdoesn’t bringdifferentiation
  5. 5. A “Perfect Storm” is driving the needfor a deeper account relationships…• Options for ManagedServices have growndramatically over the pastseveral years• Options for provisioning IT(customer owned, HaaS,SaaS) have increased• Product revenue andmargins are slippingfurtherCopyright © 2013 AntFarm, Inc. All Rights ReservedCommoditizationConfusionCollapse
  6. 6. Our objective today:Copyright © 2013 AntFarm, Inc. All Rights ReservedHelp you cement your client relationships withongoing Technical Account Management…• Improve client mind-share andloyaltyYour clients understand thebusiness value you provideYou ensure IT is delivering toservice levels needed for thebusiness• Protect your recurring revenuefrom poachersSynchronize technologychanges with business need• Identify opportunities foradditional wallet-share
  7. 7. Three Sources of ROI from thisapproach:• Increased services sales through a strongervalue proposition – your differentiator• Improved client retention – they have tangibleevidence of the value you provide• Improved service delivery efficiency – yourteam is driven to achieve high service levelsCopyright © 2013 AntFarm, Inc. All Rights Reserved
  8. 8. Our Path Today…• IT Service Management Maturity• What is a Service Level Anyway?• Conducting the Quarterly Service ReviewCopyright © 2013 AntFarm, Inc. All Rights Reserved
  9. 9. IT Service ManagementMaturity (from Gartner)Copyright © 2013 AntFarm, Inc. All Rights ReservedFrom: Gartner: Data Center Poll Results Confirm Improved Process Maturity, 2004IT is a Pain IT Works OKIT Makes MyBusiness BetterChaotic Reactive ProactiveServiceOrientedValueCreation• Disorganizedresponses toissues• Unpredictableperformanceand reliability• Efficientresolution ofuser servicerequests• Service ticketsdocumentresponses• Up / downmonitoring• Patchmanagement• Mature problemanalysis• Performancemonitoring• Trendinganalysis• Defined ITservice levels• SLAs in placewith businessoperations• Delivery ismanaged to theestablishedservice levels• IT objectiveslinked tobusiness metrics• IT focus is onbusinessadvantageFixingPainImprovingEfficiencyAddingBusinessValueTransactional TransformationalFrom: Gartner: Data Center Poll ResultsConfirm Improved Process Maturity, 2004
  10. 10. Adding Business ValueCopyright © 2013 AntFarm, Inc. All Rights ReservedCHAOTICREACTIVEPROACTIVESERVICE-ORIENTEDVALUECREATIONTransactional TransformationalBusiness RiskIT ManagementCostBusiness ValueGrowthEfficiencyAgilitySatisfactionAdvantageHassle
  11. 11. Impact of “the Cloud”Copyright © 2013 AntFarm, Inc. All Rights ReservedIT is a Pain IT Works OKIT Makes MyBusiness BetterChaotic Reactive ProactiveServiceOrientedValueCreation• Disorganizedresponses toissues• Unpredictableperformanceand reliability• Efficientresolution ofuser servicerequests• Service ticketsdocumentresponses• Up / downmonitoring• Patchmanagement• Mature problemanalysis• Performancemonitoring• Trendinganalysis• Defined ITservice levels• SLAs in placewith businessoperations• Proactivecapacityplanning• IT objectiveslinked tobusiness metrics• IT focus is onbusinessadvantageClient RelationshipIt’s behind the curtain -clients assume it willwork
  12. 12. Two Important ITIL ® ConceptsCopyright © 2013 AntFarm, Inc. All Rights Reserved“Is IT beingdelivered at theright SERVICELEVELS?”Warranty(usability)“Is IT ENABLINGthe business?”Utility(usefulness)Chaotic Reactive ProactiveServiceOrientedValueCreationITIL (IT Infrastructure Library) is a globally accepted approach to IT service management, providinga cohesive set of best practices, drawn from the public and private sectors.
  13. 13. WarrantyCopyright © 2013 AntFarm, Inc. All Rights ReservedThese ITIL areas focus on the“WARRANTY” for IT service delivery(is IT usable)“Is IT available when and where it’sneeded?”“Is there enough IT capacity to avoidperformance issues?”“Is IT support responsive enough?”“Have the threats to IT beenadequately addressed?”“Is IT beingdelivered atthe rightSERVICELEVELS?”AvailabilityManagementCapacityManagementInformationSecurityManagementIT ServiceContinuityManagementServiceLevelManagementSupplierManagement
  14. 14. UtilityCopyright © 2013 AntFarm, Inc. All Rights ReservedThese ITIL areas focus on the“UTILITY” of IT capabilities(is IT useful)“What are the customer’s VITALBUSINESS PROCESSES?”“What IT capabilities are required tosupport these vital processes?”“Where are the gaps, and what is theroadmap to fill the gaps?”“Is ITENABLING thebusiness?”“Is the client getting their money’sworth?”StrategyGenerationServicePortfolioManagementFinancialManagementRiskManagement
  15. 15. WarrantyWarranty+UtilityUtility+Warranty3 Levels of IT ServiceManagementCopyright © 2013 AntFarm, Inc. All Rights Reserved(ITIL: Resource Capacity Management)• Daily management required to ensure IT isperforming optimallyIT ResourceLevel DailyOperations(ITIL: Service Capacity Management)• Monitoring and analysis to validate that ITservice levels are meeting current needs• Near-term changes to ensure that servicelevels are met cost effectivelyIT ServiceLevel QuarterlyReview(ITIL: Business Capacity Management)• Understanding pending business changesand the impact those changes will have on IT• Strategic planning to ensure IT capability willsupport the future needs of the businessBusinessLevelStrategicPlanning
  16. 16. MSP Processes Aligned toMaturityCopyright © 2013 AntFarm, Inc. All Rights Reserved(selected processes)TechnicalAccountManagementQuarterlyServiceReviewsService LevelReportingCustomerSatisfactionStrategic ITPlanningTechnologyLifecyclePlanningIT BudgetingStrategic ITRoadmapIT is a Pain IT Works OKIT Makes MyBusiness BetterChaotic Reactive ProactiveServiceOrientedValueCreationProactiveSystems MgmtServer,Desktop,Network MgmtChangeManagementProblemManagementResponsiveSupportIncidentManagementServiceRequestFulfillmentAsset & ConfigManagement
  17. 17. Our Path Today…• IT Service Management Maturity• What is a Service Level Anyway?• Conducting the Quarterly Service ReviewCopyright © 2013 AntFarm, Inc. All Rights Reserved
  18. 18. So what’s a “Service Level”anyway?Copyright © 2013 AntFarm, Inc. All Rights ReservedIt’s a measureof “quality” fromthe client’sperspective
  19. 19. So what’s a “Service Level”anyway?• Most often taken from the customer’s viewpoint:– Availability– Accessibility– Responsiveness– Resolution– Satisfaction• Service provider’s view is also important:– Rework– EfficiencyCopyright © 2013 AntFarm, Inc. All Rights ReservedITInfrastructureServiceProviderDoes the level ofservice meet theneed?Is your teammeeting thestandard?
  20. 20. Service Level ExamplesCopyright © 2013 AntFarm, Inc. All Rights ReservedIT Service Availability • Hours of operation• Availability % during hours of operation• Availability at specified locations• Infrastructure availabilityIT Service Performance • Transaction response timeSupport • Service desk coverage hours• Service desk “reach-ability”• Response time• Frequency of status updates• Resolution time• First call resolution• Escalation timing and proceduresSystems Management • Backup verification• Capacity forecasting• System update compliance• Change request lead timeClient Satisfaction • Percent of users that are satisfiedService Level Reporting • Frequency and contentMany, but notall, are time-based
  21. 21. Service Level DefinitionYou don’t haveto be perfect,just competitiveService Provided StandardPerformanceTargetWe will respond toPriority 1 ticketswithin 30 minutes at least 90% of thetimeWe will resolvePriority 1 ticketswithin 8 hours at least 80% of thetimeCopyright © 2013 AntFarm, Inc. All Rights Reserved
  22. 22. Copyright © 2013 AntFarm, Inc.0%10%20%30%40%50%60%70%80%90%100%0.04.59.013.518.022.527.031.536.040.545.0Frequency(#ofTickets)Hoursto RespondFrequency Cumulative %Response Timen=211Service Level PerformanceFrequency Distribution ChartNumber of ticketsin a bin (i.e. 41)“Bins” represent time slots(i.e. between 4 & 8 hours)Cumulative % of tickets(i.e. 80% at ~ 16 hours)You must knowhow you areperforming
  23. 23. 0%10%20%30%40%50%60%70%80%90%100%0.04.59.013.518.022.527.031.536.040.545.0Frequency(#ofTickets)Hoursto RespondFrequency Cumulative %Response Time90% @ 37.8 hrs80% @ 15.5 hrsSLA: 47.9% @ 4 hrsn=21190% response by~ 38 hoursJust under 50% response by theService Level Objective of 4 hoursService Level PerformanceFrequency Distribution ChartCopyright © 2013 AntFarm, Inc. All Rights Reserved
  24. 24. Defining Your Service Levels• List service indicators (KPIs) requiring Service LevelObjectives• Determine the standard which meets the market’s need• Determine your current performance• Develop the plan to make your performance “acceptable”Service Provided StandardPerformanceTargetWe will respond toPriority 1 ticketswithin 30 minutes at least 90% of thetimeCopyright © 2013 AntFarm, Inc. All Rights Reserved
  25. 25. 0%10%20%30%40%50%60%70%80%90%100%0.04.59.013.518.022.527.031.536.040.545.0Frequency(#ofTickets)Hoursto RespondFrequency Cumulative %Response Time90% @ 37.8 hrs80% @ 15.5 hrsSLA: 47.9% @ 4 hrsn=211ImproveService Levelperformance& you willimprove efficiencyService Level PerformanceFrequency Distribution ChartCopyright © 2013 AntFarm, Inc. All Rights Reserved
  26. 26. Our Path Today…• IT Service Management Maturity• What is a Service Level Anyway?• Conducting the Quarterly Service ReviewCopyright © 2013 AntFarm, Inc. All Rights Reserved
  27. 27. Quarterly Service ReviewSystem HealthandPerformanceTechnologyLifecycleManagementTechnologyRecommendationsProvider ServiceLevelsFinancialReviewClient Attendees:• Sponsor• Primary Contact• Line of Business managers (as appropriate)• Internal IT (as appropriate)Provider Attendees:• TAM / VCIO• Solution Architect<< Drives the sessionCopyright © 2013 AntFarm, Inc. All Rights Reserved
  28. 28. Current healthand performance,future outlookIT InfrastructureService LevelsRisks andbusiness impactQuarterly Service ReviewSystem HealthandPerformanceTechnologyLifecycleManagementTechnologyRecommendationsProvider ServiceLevelsFinancialReviewIT InfrastructureService Levels• Availability• Update compliance• Performance (capacity)Copyright © 2013 AntFarm, Inc. All Rights Reserved
  29. 29. Warranty(usability)Availability CapacityInformationSecurityIT ServiceContinuityCurrent StateAssessment29Copyright © 2013 AntFarm, Inc. All Rights Reserved
  30. 30. Risk and ImpactIT ResourceRiskDescriptionPriBusinessImpact Response30Copyright © 2013 AntFarm, Inc. All Rights ReservedImpact onCritical Processes“Risk Log” aka “Risk Register”
  31. 31. End-of-life &SupportabilityIssuesPlannedTechnologyRefreshesMaintenanceCoverage IssuesQuarterly Service ReviewSystem HealthandPerformanceTechnologyLifecycleManagementTechnologyRecommendationsProvider ServiceLevelsFinancialReview31Copyright © 2013 AntFarm, Inc. All Rights Reserved
  32. 32. Technology LifecycleManagement• Retirements• Deployments• MigrationsTradeoff betweenreplacement costsand continuedupkeep & availabilityrisks32Copyright © 2013 AntFarm, Inc. All Rights Reserved• Upgrades• RefreshesOptimize the ROI fromyour client’s IT assetspend
  33. 33. In-scopeconfigurationchangesOut-of-scopeupgrades &solutionsTechnology tosupport businesschangesQuarterly Service ReviewSystem HealthandPerformanceTechnologyLifecycleManagementTechnologyRecommendationsProvider ServiceLevelsFinancialReview33Copyright © 2013 AntFarm, Inc. All Rights Reserved
  34. 34. RecommendationsIT Resource Description Pri Justification New Avail Cap Sec ContWallet-shareOpportunity34Copyright © 2013 AntFarm, Inc. All Rights Reserved
  35. 35. Service LevelObjectives andResultsClientSatisfactionRemedial ActionPlanQuarterly Service ReviewSystem HealthandPerformanceTechnologyLifecycleManagementTechnologyRecommendationsProviderServiceLevelsFinancialReview35Copyright © 2013 AntFarm, Inc. All Rights Reserved
  36. 36. Provider Service Levels• Details of Service Usage– Incident tickets / trends– Service requests / trends– Top 10 users– Top 10 ticket types– Volume (i.e. backup)• Changes in coverage– New services– Changes in device counts– Cancelled services• Suggestions for improvedusage• Service Levels– Service Level Objectives– Response / Resolve– Proactive task compliance– Scheduled vs. Unscheduleddowntime– Trending• Client Satisfaction• Other Proactive Activities– Recovery testing– Failover testing– Security audits3636Copyright © 2013 AntFarm, Inc. All Rights Reserved
  37. 37. Service Level PerformanceMeets or exceeds target Within 5% of target More that 5% off target0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%Resolve within 2 business daysRespond within 4 hoursResolve within 8 hoursRespond within 15 minutesPriority 1IncidentsPriority 1ServiceRequests9789%78%84%100%Mind-shareOpportunity
  38. 38. Client Satisfaction90%60%90%55%80%80%% SatisfiedWhat’s yourplan to fix it?3838Copyright © 2013 AntFarm, Inc. All Rights Reserved
  39. 39. OutstandingIssues(Aged A/R)AgreementReconciliationPendingRenewalsQuarterly Service ReviewSystem HealthandPerformanceTechnologyLifecycleManagementTechnologyRecommendationsProvider ServiceLevelsFinancialReview39Copyright © 2013 AntFarm, Inc. All Rights Reserved
  40. 40. Quarterly Service ReviewSystem HealthandPerformanceTechnologyLifecycleManagementTechnologyRecommendationsProvider ServiceLevelsFinancialReviewStrategic ITPlan Reviewand Update40Copyright © 2013 AntFarm, Inc. All Rights Reserved
  41. 41. Strategic IT Plan ReviewProgram Management ofStrategic IT Roadmap InitiativesInstitutionalizesStrategic IT PlanningBusinessRequirementsDiscoveryStrategic ITRoadmapDevelopmentStrategic ITRoadmap Reviewand MgmtInitial Reviewand ApprovalQuarterlyPlan Reviewand UpdateAnnual PlanRefreshIT Plan IT Roadmap IT Budget41Copyright © 2013 AntFarm, Inc. All Rights Reserved
  42. 42. Quarterly Service Review• Improve client mind-share andloyalty• Protect your recurring revenuefrom poachers• Identify opportunities foradditional wallet-shareYour clients understand thebusiness value you provideYou ensure IT is delivering toservice levels needed for thebusinessSynchronize technologychanges with business needSystem HealthandPerformanceTechnologyLifecycleManagementTechnologyRecommendationsProvider ServiceLevelsFinancialReviewStrategic IT PlanReview andUpdate4242Copyright © 2013 AntFarm, Inc. All Rights Reserved
  43. 43. Copyright © 2013 AntFarm, Inc. All Rights ReservedFixingPainImprovingEfficiencyAddingBusinessValueTransactional TransformationalChaotic Reactive ProactiveServiceOrientedValueCreationWhere do you want tocompete?
  44. 44. We are Service ArchitectsWe drive service growth for IT Solutions Providersthrough improved service design and delivery• Build in customer & solution provider value• Base service delivery on best practices• Employ practical methods and toolsOur Mission
  45. 45. IT Plan• IT services & capabilities• IT impacts and risks• IT strategies for gapsStrategic IT Roadmap Tools(MS Word) (MS Excel)IT Roadmap• Time-based view of ITcapability recommendations• IT asset life cycle view
  46. 46. Questions?Copyright © 2013 AntFarm, Inc. All

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