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5 Secrets for MSP's to Improve Profitability
1. 5 Secrets for
MSP’s to Improve
ITSM Profitability
26 January 2017
Presented By:
Micah Garside-White &
Rich Graves
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2. 2
• Service Management vendor focused on Managed
Service Provider’s (MSP)
• Headquartered in San Jose, CA with offices in India,
Brazil and China
• ServiceAide acquired the CSM technology from CA
Technologies in 2016
• Cloud Service Management (CSM) tool was
originally developed by an MSP for MSP’s
Who Is ServiceAide?
3. 3
Cloud Service Management
• Service Desk & Service Catalog
• Configuration Management
• Asset Discovery & Management
• IT Project Management
• Multi-channel support- email, mobile,
web & phone
• Support for 11 languages
5. 5
#1-Be Amazon not the Pentagon
• Productize the Catalog
• Eliminate conditional branching from the Process Workflow
• Leverage existing data to enhance end user experience
• Collect all the information needed in the least number of clicks
8. 8
• Process Workflow is serialized and outlines the
lifecycle of a ticket; Task Management is
parallelized and outlines the elemental steps of
the Service Delivery process.
• Use Task Management to model your process and
let the ITSM tool deliver out of box value.
• Eliminate the need for Tribal Knowledge in your
Analysts
• Analysts take care of the tasks and the tool takes
care of the ticket
#2- Be the Henry Ford of IT
Identify computer
from inventory
Baseline Computer
Update Asset record
To provisioning
Update CI record to
reflect baseline
configuraiton
Order New
Computer
Update Anti-VirusPatch system
Ship Computer
Receive Computer
Package Peripherals
Deliver and install
Computer
Update Asset
Record to Shipped
Update Asset
Record to Received
Update Asset
Record to In Use
Done
10. 10
• Use a Best In Class Business Intelligence platform to deliver
insight without a DBA
• Regularly Scheduled reports are an event trigger for analysis
by leadership
• Do, or do not.
• Threshold based reporting on Incidents can find Problems
• Service health is defined by the Incidents and Problems
• Service relevancy is defined by Requests
• Productivity is defined by more than the hours an analyst logs
• Profession development training on the hard tasks
• Automate the expensive tasks
#3- Use the Data, Luke
13. 13
• The catalog is a living ecosystem where new items must evolve
and unused items must be retired.
• New items drive quicker and more efficient work.
• Faster service delivery makes for happier and more invested
customers.
• The system has all the information needed to identify the
Services that have the highest use or slowest MTTR.
#4-Create an Agile Service
Catalog
16. 16
• Programs are highly efficient at composing and transmitting Web
Service calls
• Analysts are highly efficient at identifying and solving dynamic issues
• Technology changes and work is disposable
• Fire Web Service calls from the solution and have analysts resolve the
failures
#5- Just Do It
18. 18
Built for your Bottom Line
Industry leading total cost of ownership
Single price for all functionality, no cost upgrades, less than 1 full time
admin
19. 19
Accelerate Time to Value
Get immediate value out of your investment with simple onboarding,
multi-tenancy and drag and drop workflow creation
20. • Get to know ServiceAide and Cloud Service Management
• Sign up for a 30 day free trial at ServiceAide.com
• Check out our Customers and previous Webinars
• Feel free to contact us at info@serviceaide.com
Summary
What is ITSM- ITIL definition
ITSM is the hub to record and provide key decision support for staffing, budgets and project priority
Critical to manage disruptions to service- Ex: corporate app is down, my laptop is broken, VPN is not working, etc.
Also to handle employee requests via a service catalog- Ex: onboard a new employee, reset a password
Cloud Service Management
Is a Software as a Service (SaaS) or cloud based Service Management system
It has standard Service Desk and Service Catalog functionality
As well as configuration Management, asset management including an embedded discovery engine, simple project and task management and supports multiple channels including email, phone, web portal and web services (API)
11 supported languages
English*
Spanish*
Brazilian Portuguese*
French
German
Japanese
Simplified Chinese
Italian
Russian
Finnish
Swedish
* Documentation is only available in English, Spanish and Brazilian Portuguese as of Dec 2016. In January 2017 Simplified Chinese will be added.
Be Amazon not the pentagon
Process workflows for service delivery
Simple efficient, click
Remove branching conditions
Very well defined product, not lots of options
A set of objects, not a set of conditionally related things
Javascript, tons of options, tons of conditions - All of this increases your costs of delivery. Keep it simple for you and your customers
A menu of standard offerings- not a list of ingredients
Be the Henry Ford of IT (or Any color as long as it’s black)
Understand what you are doing first – then automate steps
Defining your process to produce individual step of the process
Task management and breaking thins apart
Use Task Management to model your process
Use backwards planning to enforce SLM / SLO at each step
Capture the work effort
Distribute the workload
Task management focused
Understand the end to end process
Don’t let the simple lifecycle of the ticket make you think you have a simple process
ITSSM solution should be your total repository to ITOM
Process Workflow is serialized and outlines the lifecycle of a ticket; Task Management is parallelized and outlines the elemental steps of the Service Delivery process.
Use Task Management to model your process
Use backwards planning to enforce SLM / SLO at each step
Tool proactively identifies potential breaches in real time
Capture the work effort
Tool identifies expensive operations
Tool identifies analyst work breakdown
Distribute the workload
The real world is not single threaded!
Eliminate the need for Tribal Knowledge in your Analysts
Analysts take care of the tasks and the tool takes care of the ticket
Be Amazon not the pentagon
Process workflows for service delivery
Simple efficient, click
Remove branching conditions
Very well defined product, not lots of options
A set of objects, not a set of conditionally related things
Javascript, tons of options, tons of conditions - All of this increases your costs of delivery. Keep it simple for you and your customers
A menu of standard offerings- not a list of ingredients
You know have a good high level process
You have data to tell you
Ordering/consumption
Where the process breaks down
With business services you can easily see your metrics
MTTR- which services are the healthiest
You have a good understanding of what’s going on
Now dig into them- what phases are taking a long time
Which specific services or technologies are breaking a lot
What are people ordering/using
Use the Data Luke
Learn from your data
Get your reporting to give you the information you need
Get a strategic view of what’s going on
Reporting
Extract the value from the system
Be Amazon not the pentagon
Process workflows for service delivery
Simple efficient, click
Remove branching conditions
Very well defined product, not lots of options
A set of objects, not a set of conditionally related things
Javascript, tons of options, tons of conditions - All of this increases your costs of delivery. Keep it simple for you and your customers
A menu of standard offerings- not a list of ingredients
Last talking point- understand in your catalog that you will create catch alls
Look for patterns in your “other”
Usage
For a project to be successful, people want to use it
Create an Agile Service Catalog
Make your catalog an agile process
Perfection isn’t required
Simplicity > than complexity
Just solve the problem
It doesn’t have to be perfect to add value
Just do it
Maybe there is Try
Doing > Not Doing
Action > Waiting for Perfection
Automation is a simple way to solve
Automation is either Magic or a Robot
Automate the simple
Automate the routine
Use automation for what it’s good at
Solve the quick problem now (Automation)
Low hanging fruit - agile MVP –
Agile automation/integration
Cloud Service Management was designed knowing that you are asked to do More with Less
We focus on a low total cost of ownership with straightforward licensing a multi-tenant application that allows you to add organizations without having to create a brand new environment.
Known costs- known TCO, WYSIWYG TCO
Risk of IT Projects- huge implementation costs, long time to value. We are low costs, you are 100% late you miss the project by a week.
Up to 91% faster than other leading vendors in the ITSM space
Our starter implementation is 1 week, other vendors are months
Related Features/Product Components
No infrastructure cost
No application or infrastructure maintenance
Quarterly feature releases
Straightforward licensing - Concurrent licenses
No costly services???
Multi-tenant
As we’ve discussed, the majority of today’s tools today are outdated and clunky—they require too much programming and admin relative to the value they deliver. That makes it hard to create and maintain the services the business requests at the speed it demands. And thanks to their cumbersome interfaces, it’s nearly impossible for users to navigate them. All of this adds up to sluggish performance and a poor user experience.
If it's easy to get up and running once, it's easy to get up and running multiple times. (MSP value proposition)
But with Cloud Service Management, you can make service management a fast, efficient process. With Cloud Service Management, you’ll have access to simplified capabilities—such as drag-and-drop functions and wizards—that accelerate the delivery of every business service and provide a great user experience regardless of which side of the service desk you sit on.
This way, you can:
Simplify the entire service delivery lifecycle, from design to release to management and everywhere in between
Empower end users to interact with IT in an entirely new way, accelerating the delivery of business services
Improve the experience for both the IT teams delivering the services and the business users consuming them
Fast Time to Value
Ideas
Multi-tenancy
Process designer for workflow creation
Onboarding
Service View
1- Easy to use- (admin tasks, clicks to complete tasks, etc)
2- fast onboarding
3- multi-tenancy (one install handles all your customers, analysts log in one time to handle all customers, MSP value, how do we talk about leveraging analysts across customers, sharing licenses)
4- ease of maintenance (100% on the latest release)
5- Automation (time to complete common tasks, common use cases, escalations processes, setup, first things that are done, setup email, etc.)
6- TCO/Productivity- low number of administrators, agent productivity
7- Mobility
8- End User/Customer satisfaction
What do you want in closing?
Let us know about your successes with CSM
For more detailed information go to
http://www.serviceaide.com/resources (subject to change)
Calls to action?
resources
Upcoming events?
Partnership/reseller opportunities?
Interested in partnership opportunities, go to
http://www.serviceaide.com/partners