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5 Secrets To Improve ITSM Profitability
- 1. 5 Secrets for MSP’s to Improve ITSM Profitability 26 January 2017 Presented By: Micah Garside-White & Rich Graves All lines are placed on mute. Feel free to ask a question at any time using the GotoWebinar Questions feature
- 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
- 4. 4 Secret #1: Be Amazon not the Pentagon
- 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
- 6. 6 #1- Productize the Catalog
- 7. 7 Secret #2: Be the Henry Ford of IT
- 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
- 9. 9 Secret #3: Use the Data Luke
- 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
- 12. 12 Secret #4: Create an Agile Service Catalog
- 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
- 14. 14 Service View
- 15. 15 Secret #5: Just do it
- 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
- 17. 17 The Robots are coming
- 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
Editor's Notes
- 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