MSP Best Practice | Using Strategic IT Roadmaps to Get More Contracts
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MSP best practices. How to use strategic IT roadmaps to win more business and get larger managed services contracts. Presented by Kaseya and Ant Farm. May 2012.

MSP best practices. How to use strategic IT roadmaps to win more business and get larger managed services contracts. Presented by Kaseya and Ant Farm. May 2012.

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MSP Best Practice | Using Strategic IT Roadmaps to Get More Contracts MSP Best Practice | Using Strategic IT Roadmaps to Get More Contracts Presentation Transcript

  • MSP Best Practice: UsingStrategic IT Roadmaps to GetMore – and Bigger – ContractsMay 22, 2012
  • Agenda • Introductions • Our sponsor • Our MSP service delivery expert – AntFarm – How to create an IT Plan that aligns with client business needs – How to protect your managed services revenue from poachers – How to synchronize clients’ technology lifecycle to changes in their business – How to “own” the plan • Recap • Q&A2
  • Our Speakers John Kilian Service Architect AntFarm, Inc Alex Brandt Vice President Kaseya3
  • Complete the poll/survey and you may win!
  • About Kaseya Patented #7,827,547 #7,620,707 #7,895,320 • Enterprise-class IT systems management for everybody • Value Proposition – A single Kaseya user can proactively manage 1,000s of automated IT systems and network tasks in the same amount of time required by a team of technicians using other techniques • Key Facts – Founded 2000 – Privately held, no debt, no external capital requirements – 33 offices worldwide in 20 countries with 450+ employees • 12,000+ customers • Millions and millions of assets managed – Patented IT service delivery process & remote IT management process • 24 patents pending – Common Criteria (EAL2+) certified and FIPS 140-2 security compliant – ITIL v3 compliant5
  • The Leading IT Managed Services Solution IT Configuration Management Services Virtual System Administrator •Remote Management • Image Deployment •Application Deployment • Desktop Migration •Power Management • Mobile Device ManagementUnified ManagementPlatform Asset Management Services •Network Discovery & AD Device & Network Management •Hardware / Software Inventory Event Management •Asset Management • Alerts / Notifications • System Events • Logs Security Services •AntiVirus •AntiMalware Automation •Patch • Scheduling • Procedures Business Continuity Services • API / Messaging •Image Backup • Data Availability •File & Folder Backup • System Availability •Application Backup • Site Availability Visualization • Reporting • Dashboards Service Delivery & Support Services • Interactive Data Views •Service Desk / Ticketing •Policy Management •Service Billing Systems Monitoring Services •System Checks and Alerts •Endpoint & Network Monitoring •Enterprise Monitoring Open API CRM & PSA Other Third Party Integrations
  • MSP Benefits via Kaseya 60%+ use Kaseya • Higher revenue – Integration gives you more services to offer – Verticalization & specialization • Higher profit – Integration means fewer techs per managed machine and cloud means pay as you go & grow • Better service delivery – Automation provides standardization, which means faster responses with less errors • Better control & visibility – Integration means it all ties together so you can actually see everything you need7
  • Service Delivery: How “mature” is yourmanaged services delivery model(select one that describes you BEST)?1. We are not very consistent at service delivery2. We are primarily REACTIVE, resolving problems efficiently3. We PROACTIVELY manage IT system health and avoid problems4. We manage to defined SERVICE LEVELS, aligned with client needs5. We ensure client IT capabilities deliver VALUE to their business
  • MSP Best Practice:Developing the Strategic IT Roadmapfor Your Customers “Own the Plan”
  • Our Mission We are Service Architects We drive service growth for IT Solutions Providers through improved service design and delivery • Build in customer & solution provider value • Base service delivery on best practices • Employ practical methods and toolsCopyright © 2012 AntFarm, Inc. All Rights Reserved 10
  • What makes you stand out?• Options for Managed Services have grown dramatically• Most markets have multiple choices and offerings are difficult to distinguish• “Proactive Management” has become table stakesCopyright © 2012 AntFarm, Inc. All Rights Reserved 11
  • Responsive Support Typical “Mature” Service Ticket Management Managed Services Architecture Service Call Intake Event Management Response Matrix Service Ticket Closeout Escalation Management Request Fulfillment and Incident Management Client Onboarding Service Request Tier 1 Help Desk Tier 2 Incident Emergency Dispatch Scheduled Dispatch Fulfillment Support Resolution Transition & Activation Transition Client Service Service Proactive Management From Sales Activation IT Systems Management Kickoff Server & Problem Patch Backup Network Desktop Management Management Management Management Management Systems Readiness Audit Security Management Client IT Baseline & Audit Results Environment Malware Firewall Access Analysis Review Discovery Management Management Management Audits and Tests IT Service Recovery Proactive Availability Continuity Planning & Availability Testing Audit Testing Audit Service Technical Account Management Quarterly Service Customer System Health Level Business Review Improvement Program Satisfaction Program & Service Level Reporting Assurance Under Strategic IT Consulting Business Strategic Strategic Competitive Requirements Discovery IT Plan Development IT Plan Review & Management Attack Service Control Service Cancellation Asset & Continual Change Risk Agreement Queue Service Service Configuration Service Management Management Management Management Closeout Deactivation Management ImprovementCopyright © 2010 AntFarm, Inc. All Rights Reserved 12
  • A “Perfect Storm” is driving the need for a new approach…• Options for Managed Services Commoditization have grown dramatically over the past several years• Options for provisioning IT Confusion (customer owned, HaaS, SaaS) have increased• Product revenue and margins Collapse are slipping further Copyright © 2012 AntFarm, Inc. All Rights Reserved 13
  • Our objective today: Help you cement your client relationships with a Strategic IT Roadmap…• Help your clients see through A road where IT is aligned to meet the needs of their the fog to the road ahead business• Protect your Managed Services You ensure IT is delivering to service levels needed for the revenue from poachers business• Become the ongoing Program Synchronize the technology lifecycle with business Manager for the plan changes Copyright © 2012 AntFarm, Inc. All Rights Reserved 14
  • What is a “Strategic IT Roadmap”?• Time-based plan for the evolution of an organization’s IT capabilities and infrastructure• Developed based on business needs and technology lifecycles• Provides the basis for IT budgeting and Program Management of changes in IT• Dynamic document Charts the direction for ITCopyright © 2012 AntFarm, Inc. All Rights Reserved 15
  • Three Sources of ROI• Increased services sales through a stronger value proposition – your differentiator• Improved client retention due to more “stickiness” – you own the plan• Recaptured product revenue from solutions that support the plan – your recommendationsCopyright © 2012 AntFarm, Inc. All Rights Reserved 16
  • Without alignment on a competitive strategy…… Solution Provider Value Chain Product Purchasing Engineering & Managed Services Results: Integration Management & Marketing & Marginal Solution Sales Break / Fix Value Development Project Management MaintenancePriorities Effort across the business is fractured Copyright © 2012 AntFarm, Inc. 17
  • Our Path Today…• Foundation for Strategic IT Planning• Methodology for IT Roadmap DevelopmentCopyright © 2012 AntFarm, Inc. All Rights Reserved 18
  • IT Service Management Maturity (from Gartner) IT Makes My IT is a Pain IT Works OK Business Better Level 0 Level 1 Level 2 Level 3 Level 4 Chaotic Reactive Proactive Service Value• Disorganized • Organized • Mature problem • IT service levels • IT objectives areresponses to response to reported analysis defined linked to businessreported issues issues • Performance • SLAs in place with metrics• Unpredictable • Trouble-tickets monitoring business operations • IT focus onperformance and • Up / down • Trending analysis • Capacity planning business advantagereliability monitoring • Change performed • Asset inventory management Adding Fixing Improving Transactional Transformational Business Pain Efficiency ValueCopyright © 2012 AntFarm, Inc. All Rights Reserved From: Gartner: Data Center Poll Results Confirm Improved Process Maturity, 2004 19
  • Not all of your clients willbenefit… But, those that will might look like:• Their business is undergoing change• Conduct strategic planning for the business• Recognize the value of IT as an “enabler”• Seeking the most value for their IT $$• Don’t have an internal IT strategic thinkerCopyright © 2012 AntFarm, Inc. All Rights Reserved 20
  • Responsive Support Typical “Mature” Service Ticket Management Managed Services Architecture Service Call Intake Event Management Response Matrix Service Ticket Closeout Escalation Management Request Fulfillment and Incident Management Client Onboarding Service Requests Tier 1 Help Desk Tier 2 Incidents Emergency Dispatch Scheduled Dispatch Transition & Activation Transition Client Service Service Proactive Management From Sales Activation IT Systems Management Kickoff Server & Problem Patch Backup Network Desktop Management Mgmt Mgmt Mgmt Mgmt Systems Readiness Audit Security Management Client IT Baseline & Audit Results Environment Malware Firewall Access Analysis Review Discovery Mgmt Mgmt Management Audits and Tests IT Service Recovery Proactive Availability Continuity Planning & Availability Testing Audit Testing Audit Service Technical Account Management Quarterly Service Customer System Health Level Business Review Improvement Program Satisfaction Program & Service Level Reporting Assurance Strategic IT Consulting Not necessarily FREE! Business Strategic Strategic Requirements IT Plan IT Plan Review Discovery Development & Management Service Control Service Cancellation Asset & Continual Change Risk Agreement Queue Service Service Configuration Service Management Management Management Management Closeout Deactivation Management ImprovementCopyright © 2010 AntFarm, Inc. All Rights Reserved 21
  • ITIL® as a framework for defining needsITIL (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. Service Service Strategy Risk Demand Financial Portfolio Generation Management Management Management Strategy Management Service Service Information IT Service Service Level Supplier Availability Capacity Catalog Security Continuity Management Management Management Management Design Management Management Management Release & Transition Service Asset & Service Service Deployment Change Planning and Knowledge Evaluation Configuration Validation & Management Management Transition Management Support Management Management Testing Mgmt Service Operations & Request Incident Access Problem Event Technology Fulfillment Management Management Management Management Operation Mgmt ITIL provides a Continual common language Improvement Service Service ServiceImprovement Process Measurement Reporting for IT management needs Copyright © 2012 AntFarm, Inc. All Rights Reserved 22
  • Copyright © 2012 AntFarm, Inc. All Rights Reserved Gartner and ITIL Service IT Portfolio Management Level Financial Monitoring ManagementITIL Defines Capabilities Required Supplier Management Service Continuity Management Performance Capacity Management Monitoring Service Level Management Availability Management Change Management Availability Release & Deployment Management Monitoring Problem Management Asset & Configuration Management Access Management Request Fulfillment (MAC) Incident & Event Management Chaotic Reactive Proactive Service Value Level 0 Level 1 Level 2 Level 3 Level 4 Gartner Defines Maturity in terms of Capability 23
  • ITIL® as source of added value Service Service Strategy Risk Demand Financial Portfolio Generation Management Management Management Strategy Management Service Service Information Service Service Level Supplier Availability Capacity Catalog Security Continuity Management Management Management Management Design Management Management Management Release & Transition Service Asset & Service Service Deployment Change Planning and Knowledge Evaluation Configuration Validation & Management Management Transition Management Support Management Management Testing Mgmt Service Operations & Request Incident Access Problem Event Technology Fulfillment Management Management Management Management Operation Mgmt Continual Improvement Service Service Under threat Service Process Measurement ReportingImprovement of commoditization Opportunities for Strategic PlanningCopyright © 2012 AntFarm, Inc. All Rights Reserved 24
  • Two Important ITIL Concepts Warranty Utility (usability) (usefulness) “Is IT being delivered at the “Is IT ENABLING right SERVICE the business?” LEVELS?” Level 0 Level 1 Level 2 Level 3 Level 4 Chaotic Reactive Proactive Service Value Adding Fixing Improving Transactional Transformational Business Pain Efficiency ValueCopyright © 2012 AntFarm, Inc. All Rights Reserved 25
  • Warranty These ITIL areas focus on the “WARRANTY” for IT service delivery (is IT usable) Information IT Service Service Service Level Supplier Availability Capacity Security Continuity Management Management Management Management Design Management Management “Is IT available when and where it’s needed?” “Is IT being “Is there enough IT capacity to avoid delivered at performance issues?” the right “Have the threats to IT been SERVICE adequately addressed?” LEVELS?” “Is IT support responsive enough?”Copyright © 2012 AntFarm, Inc. All Rights Reserved 26
  • Utility These ITIL areas focus on the “UTILITY” of IT capabilities (is IT useful) Service Service Strategy Portfolio Risk Financial Generation Management Management Strategy Management “What are the customer’s VITAL BUSINESS PROCESSES?” “What IT capabilities are required to “Is IT support these vital processes?” ENABLING the “Where are the gaps, and what is the business?” roadmap to fill the gaps?” “Is the client getting their money’s worth?”Copyright © 2012 AntFarm, Inc. All Rights Reserved 27
  • Warranty Utility (usability) (usefulness)Strategic IT Gap Analysis Business RequirementsPlanning must Analysisaddress both Strategies to address risks IT Roadmap Level 0 Level 1 Level 2 Level 3 Level 4 Chaotic Reactive Proactive Service Value Adding Fixing Improving Transactional Transformational Business Pain Efficiency Value Copyright © 2010 AntFarm, Inc. All Rights Reserved 28
  • Mapping IT to Business Needs Critical IT Services IT Resources Business (Capabilities) Processes Point of Sale In Store Automation Sales Strategy Generation Sales Force Automation Constitute Enable Field Sales Supply Chain Service Automation Portfolio Management Purchasing and General Use Logistics EmailCopyright © 2012 AntFarm, Inc. All Rights Reserved 29
  • IT Services are composed of Resources IT Services(Capabilities) Point of Sale AutomationIT ResourcesCopyright © 2010 AntFarm, Inc. All Rights Reserved 30
  • 3 Levels of IT Service Management • Understanding pending business changes Business and the impact those changes will have on IT Strategic Level Planning • Strategic planning to ensure IT capability will support the future needs of the business (ITIL: Business Capacity Management) • Monitoring and analysis to validate that IT IT Service service levels are meeting current needs Level Quarterly • Near-term changes to ensure that service Review levels are met cost effectively (ITIL: Service Capacity Management) • Daily management required to ensure IT is IT Resource performing optimally Daily Level Operations(ITIL: Resource Capacity Management) Copyright © 2012 AntFarm, Inc. All Rights Reserved 31
  • Our Path Today…• Foundation for Strategic IT Planning• Methodology for IT Roadmap DevelopmentCopyright © 2012 AntFarm, Inc. All Rights Reserved 32
  • Strategic IT Roadmap Methodology The first step is to IT Baseline and understand theInfrastructure Discovery Analysis current state Identifies the • Stand-alone assessments current state (or) at the IT resource level • Ongoing monitoring results Business Strategic IT Strategic IT Requirements Roadmap Roadmap Review Discovery Development and Mgmt
  • Use Kaseya to discover the IT Resource InventoryCopyright © 2012 AntFarm, Inc. All Rights Reserved 34
  • Use Kaseya to assess IT System Health Current Patch Levels Utilization Uptime HistoryCopyright © 2012 AntFarm, Inc. All Rights Reserved 35
  • Information IT Service Availability Capacity Security Continuity Management Management Management ManagementCurrent StateAssessment Warranty (usability) Copyright © 2012 AntFarm, Inc. All Rights Reserved 36
  • Strategic IT Roadmap Methodology Current StateIT Infrastructure Baseline and Assessment Discovery Analysis Business Strategic IT Strategic IT Requirements Roadmap Roadmap Review Discovery Development and Mgmt
  • Business Requirements Discovery Business Strategic IT Strategic ITRequirements Roadmap Roadmap Review Discovery Development and MgmtBusiness Goalsand Objectives Planned Business Initiatives Critical Business Processes Current IT Challenges
  • Business Requirements Discovery Business Strategic IT Strategic IT Requirements Roadmap Roadmap Review Discovery Development and MgmtBusiness Goalsand Objectives Planned Business Initiatives
  • Business Requirements Discovery Business Strategic IT Strategic IT Requirements Roadmap Roadmap Review Discovery Development and Mgmt CriticalBusinessProcesses
  • Business Requirements Discovery Business Strategic IT Strategic IT Requirements Roadmap Roadmap Review Discovery Development and Mgmt Current IT ChallengesAddress:• IT Capabilities (“Service Portfolio”)• Availability• Capacity• Security• Service Continuity
  • Strategic IT Roadmap Development Business Strategic IT Strategic IT Requirements Roadmap Roadmap Review Discovery Development and MgmtBusiness Goalsand Objectives Planned Business Initiatives Critical IT Support for Business Vital Business Processes Processes Current IT IT Strategies to Challenges Address Gaps Roadmap for new IT capabilities IT Budget supporting the Roadmap
  • Strategic IT Roadmap Development Current StateIT Infrastructure Baseline and Assessment Discovery Analysis Business Strategic IT Strategic IT Requirements Roadmap Roadmap Review Discovery Development and Mgmt IT Plan IT Roadmap IT Budget • Business environment • Time-based view of IT • Capital expenditures based • IT services & capabilities capability recommendations on the IT Roadmap • IT impacts and risks • IT asset life cycle view • Operational costs • IT strategies for gaps
  • Strategic IT Roadmap Development Business Strategic IT Strategic ITRequirements Roadmap Roadmap Review Discovery Development and Mgmt IT Support for Build IT Roadmap Vital Business Processes to support these strategies UTILITY
  • Strategic IT Roadmap Development Business Strategic IT Strategic IT Requirements Roadmap Roadmap Review Discovery Development and Mgmt IT Strategies to Address Gaps• Availability • Security• Capacity • Service Continuity WARRANTY
  • Strategic IT Roadmap Development Business Strategic IT Strategic ITRequirements Roadmap Roadmap Review Discovery Development and Mgmt Critical Business Process Business Initiatives Timeline for IT Services Timeline for Align migration to cloud Roadmap for new IT capabilities to solutions IT capabilities business initiatives
  • Strategic IT Roadmap Development Business Strategic IT Strategic ITRequirements Roadmap Roadmap Review Discovery Development and Mgmt Align Roadmap for IT resource lifecycle new IT capabilities to the roadmap
  • Technology Lifecycle Management • Upgrades Align IT asset Service Portfolio The roadmap is theManagement • Refreshes lifecycles to planning tool for • Retirements the service portfolio Asset &Configuration Technology Lifecycle • Deployments roadmapManagement Management • Migrations Copyright © 2010 AntFarm, Inc. All Rights Reserved 48
  • Use Kaseya Asset Data for IT Lifecycle Management System Specifications Installed ApplicationsCopyright © 2012 AntFarm, Inc. All Rights Reserved 49
  • Strategic IT Roadmap Development Business Strategic IT Strategic ITRequirements Roadmap Roadmap Review Discovery Development and Mgmt Start with specific recommendations to IT Budget supporting the Roadmap support the strategy
  • Strategic IT Roadmap Development Business Strategic IT Strategic IT Requirements Roadmap Roadmap Review Discovery Development and Mgmt IT Budgetsupporting the Roadmap Combine recommendations with ongoing expenses
  • Roadmap Review and Management Business Strategic IT Strategic ITRequirements Roadmap Roadmap Review Discovery Development and MgmtIT Plan IT Roadmap IT Budget Initial Review Update and Approval as required Program Management of Strategic IT Roadmap Initiatives Quarterly Plan Review and Update Institutionalizes Annual Plan Refresh Strategic IT Planning
  • Cement your relationship with clients through a Strategic IT Roadmap• Help your clients see through  A road where IT is aligned to meet the needs of their the fog to the road ahead business• Protect your Managed Services  You ensure IT is delivering to service levels needed for the revenue from poachers business• Become the ongoing Program  Synchronize the technology lifecycle with business Manager for the plan changes You Own the Plan! Copyright © 2012 AntFarm, Inc. All Rights Reserved 53
  • With alignment on a competitive strategy Solution Provider Value Chain Product Purchasing Engineering & Managed Services Results: Integration Management & Marketing & Competitive Solution Sales Break / Fix Advantage Development Project Management MaintenanceCustomerValueBusinessValue Effort is aligned to meet a common goal Copyright © 2010 AntFarm, Inc. All Rights Reserved 54
  • Questions for you…• Do you have value-based service strategy for differentiation and client retention?• Is you value chain aligned with your strategy, ensuring everyone has the same priorities?• Are you prepared to consistently deliver on that strategy?• If not, what are you doing about it? Copyright © 2012 AntFarm, Inc. 55
  • Strategic IT Planning Bundle 09a 09b 09c 3 Service Blueprint Bricks Continual Service Business Continual Service Continual IT Plan Strategic Service • Personalized for your company Improvement Requirements Strategic IT Plan Improvement Improvement Review and Development • Hardcopy and PDF formats Discovery Management Two Planning Tools • Strategic IT Plan • Strategic IT Roadmap and Budget 2-hour Webinar Training Session Review of the blueprints and tools for www.tinyurl.com/Strategic-IT-Planning Strategic IT Planning Promotion: 15% discount on the bundle for Small Providers (< 15 employees) Promotion Code: Kaseya12Copyright © 2010 AntFarm, Inc. All Rights Reserved 56
  • Next Steps • Learn more about AntFarm www.serviceblueprinting.com • Learn more about Kaseya for MSPs www.kaseya.com/msp • For a free live product demo www.kaseya.com/demo Just for MSPs blog.kaseya.com/blog/category/msp • For a free trial www.kaseya.com/freetrial • To speak with us www.kaseya.com/contactme57 /KaseyaFan /company/kaseya @kaseyacorp community.kaseya.com