course 1-defining managed services and slas
TRANSCRIPT
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Defining Managed Services
and Service Level Agreements
Friday, August 03, 2007 Presenter: Len DiCostanzo
Please confirm you dialed in using one of the numbers and access code listed!
18:00 CEST (Central European Time), Phone 0870 001 927, access code 487-354-50917:00 BST (British Summer Time), Phone 0870 352 0481, access code 487-354-509
12:00 Noon Eastern time, Phone (605) 772-3322, access code 487-354-509
09:00 a.m. Pacific time, Phone (605) 772-3322, access code 487-354-509
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Agenda
• Brief Introduction
• Where We Are in the MSP BusinessTransformation Process
• Today’s Course Goal and Objectives
• Define Managed Services and ServiceLevel Agreements (SLAs)
• What To Do After This Course
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Introduction
• Len DiCostanzo, Kaseya MSP Business Consultant
• Turnkey Computer Systems, President
• Client facing title, Business Technology Officer
• Started as software development company in 1986
• Evolved into a total solution provider
• Late 90’s transformed to a recurring revenue model
• Developed one of channel’s first recurring revenue
partner programs for MSP’s in 2002
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Introduction
• We are all in this together
• This course is based on:
• Persona l ex per ience
• Feedback f r om successfu l Kaseya MSP’s • The exper ienced t eam at Kaseya
• I ndus t r y r esearch
• We will conduct polls and share results
• Now to our first poll…
1
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About Polls, Contributing
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Where We Are in the
MSP Business
Transformation Process
Recap
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Content is will be posted on the Kaseya forum
Curriculum & content to be available in several formats
Recap MSP Transformation Status
Course 1
Defining
ManagedServices &
SLA’s
Prerequisite :
Product
knowledge
This course
Course 2
Pricing
Methodologiesfor Managed
Services
Prerequisite:
Course 1
Next course
Course 3
Building &
Staffing aManaged
Services
Operations
Center
Prerequisite:
Course 2
Next course
Course 4
Selling
ManagedServices to
Clients
Prerequisite:
Courses 2, 3
Next course
Course 5
Selling
ManagedServices to
Prospects
Prerequisite:
Course 2, 3
Next course
Kaseya Empower Program – Business Track
MSP Business Transformation Curriculum
2
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Course
Goal and Objectives
Defining Managed Services andService Level Agreements (SLAs)
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Goal
• Define Managed Services and
Service Level Agreements that You Can Customize to Meet the Needs of Your Clients and Your Business
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Objectives
1. Confirm the benefits of transforming to
an MSP.
2. Reveal three MSP definitions.
3. Discuss best practices approach tomanaged services.
4. Contrast break/fix IT services deliveryversus automated managed services.
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Objectives
5. Provide methodology to determinebreak/fix IT Services you can automate.
6. Define break/fix IT services that can be
automated and delivered as managedservices.
7. Provide customizable SLA’s for managed
services.
8. Present next step tasks for yourconsideration.
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Lesson 1:Confirm the Benefits of
Transforming into an MSP
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Benefits of Selling Managed Services
1. Cash flow predictability from recurring revenue
2. Consistent client service levels
3. Efficient use of staff and increased utilization
4. Expanded service offerings
5. Growth
6. Cost reduction
7. Increased Profitability
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Lesson 2:Three MSP Definitions
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Managed Services Definitions
The MSP Al l ian ce def in i t ion o f an MSPA com pany tha t m anages I T serv i ces fo r o th e r com pan ies
v ia the I n t e rne t . Com m on serv i ces p rov ided by MSPs i n cl u d e r e m o t e n e tw o r k , d e sk t o p a n d s ecu r i t y
m o n i t o r i n g , p a t ch m a n a g em e n t a n d r e m o te d ata backu p, as w el l as t echn ica l assis tan ce. Most MSPs
p r ov ide t hese serv ices on a m ont h ly bas is. ”
The I ns t i t u t e For Par t ne r Educat ion & Deve lopm ent( I PED) , a d iv is ion o f t he CMP Chan ne l Gr oup , saysm anaged se rv i ces are " recu r r i ng serv i ces p rov ided e i th e r
on -s i te o r r em o te l y on a con t rac tua l basi s. "
CI O Magazine“ I t i s t h e d a y - t o - d ay I T r e la t e d act i v i t i es t h a t k e ep t h e I T
resources up- t o -da t e , secur e , p r odu c t i ve , cons is ten t and ava i lab le t o th e benef i t o f t he cus tom er ’ s o rgan izat i on . ”
3
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Lesson 3:Discuss Best Practices
Approach to ManagedServices
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Best Practices Framework
• We will always look to integrate best practice standards
• MSP’s utilize best practices to design, deliver and improve
automated, and hands on, managed services
• Reduces cost, increases productivity, peak client satisfaction
• Information Technology Service Management (ITSM)
• Methodology to improve IT service process through best practice
• Master plan to transform and align technology with business needs
• Information Technology Infrastructure Library (ITIL) V3
• Evolving best practice standards used to meet ITSM goals
• www.ogc.gov.uk; www.itil-officialsite.com
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The 10 steps to IT Service Management:
• Document the services you provide (1)
• Document expected service levels (1)
• Align services with business goals (1,2,3,4,5)
• Price the services (2)
• Measure resource usage (2,3)
• Design a service catalog (1,2,3)
• Provision services by automating workflow (3)
• Provide visibility into service costs (4,5)
• Provide self service and self help options (4,5)
• Provide the tools to support the services and measure client satisfaction
ITSM and this Curriculum
Course 1
DefiningManaged
Services &
SLA’s
Course 2
PricingMethodologies
for Managed
Services
Course 3
Building &Staffing a
Managed
Services
Operations
Center
Course 4
SellingManaged
Services to
Clients
Course 5
SellingManaged
Services to
Prospects
Computer Associates white paper
‘10 Steps to Modifying User Behavior to Reduce IT Costs’
Stevie Sacks, February 2006
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1. Service Strategies
2. Service Design
3. Service Transition
4. Service Operations
5. Continual Service
Improvement
ITIL Refresh - News 1st Edition
Best Practices Framework -
5 books of ITIL
1
Service Strategies Planning the services that will
meet business objectives2 Service Design
Designing the services and
targeting service objectives
3
Service Transition Rolling the service into production
4 Service Operations Ongoing management of the
service to ensure objectives are
met
5
Continual Service
Improvement Evaluating services in production
and continually looking to improve
delivery in support of the client
business
4
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Lesson 4:
Contrast B/F IT Service
Delivery Versus
Automated ManagedServices
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7.Time toto Resolve
- 3h
1.User Requestfor Help
8. TravelBack to OfficeOr Home - .5h
3.Resolution
Attempt viaPhone – .5h
4.GainOnsite OK
– .5h
5.Travel toSite – .5 h
2. MessageTaken? Lost?
StartStartChurn? 1hChurn? 1h
9. Invoice atSome Point .5h
6.RemoveUser From
Machine - 3h
B/F IT Service Process
Remove Virus
Acquired Due to Poor
Patch History
B/ F I T Se r v i ce t o
1 Cl ien t Mach i ne
Tim e : 6 .5 h o u r sCl ien t pays : $1 ,00 0+
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MSP TestsOS Patches - 1h
Log Createdin
Kaseya
KaseyaManagementReporting .5h
Patches
Transmitted toClient Sites
Patches
Applied to100’s of ClientDesktops
Automate
Patch Updates- .5h
StartStart
StopStop
Invoiced atBeginning of
Month…
VulnerabilitiesRemoved
ProblemPrevented
Automated IT Service Process
Automated Patch
ManagementOne o f Many Managed
Serv ices t o10 0 ’s o f Cl ient Machin es
Tim e : 2 hou r s
Fees, th is cl ien t : $ 1 ,00 0
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Automated IT Service Benefits
Kaseya MSP’s have been realizing the
benefits of IT Service automation!
“ Our t echn ic ians a re ab le to au tom a te essen t i a l t asks such as
p a t ch m a n ag e m e n t a n d so f tw a r e d e p lo y m e n t w h e n p r e v io u sl y ,
w o r k w a s d o n e m a n u a l ly o n s it e ”
Jon Heyesen , p rog ram d i r ect o r ,Compudyne .
“ N o t o n l y i s t h i s a h u g e t i m e save r , bu t i t ensu res ou r serv i ce o f fe r ings a re cons ist en t across th e board i n a l l ou r cust om er
env i ronmen ts . ”
“ Kaseya enab les im proved e m p l o y ee p r o d u c t i v i t y ,
be t t e r v i si b i l i t y i n to ou r cu s to m e r s’ I T e n v ir o n m e n t a n d a cons i sten t app roach t o se r v i ce d e li v er y t h a t w e w ere l ack ing be fo re .”
“ I t ’ s t r u l y t r a n sf o r m e d t h e w ay w e do business .”
St eve Bend er –Co CEO
5
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Lesson 5:
Provide Methodology to
Determine B/F IT Services
You Can Automate
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• Think of the B/F
IT Services youdeliver now andnew ones
B/F IT Services to be Automated
Core
New group?
Laptops
Servers
Printers
Categories ofCategories ofManaged ServicesManaged Services
Desktops
Help Desk
• Organize servicesby groups orcategories
• Evaluate servicesthat can beautomated
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# Count
IT
Service
Group IT Service Event Description per Machine
Enter Y for
'Yes' If You
Deliver
Onsite
Now as B/F
IT Service
Estimated
Hours to
Execute B/F
IT Service on
1 Machine
Enter Y If IT
Service Can
Be Delivered
as Automated
Managed
Service (AMS)
1 1 Desktop Asset Inventory Management Y 0.50 Y
2 1 Desktop Software Package Distribution Y 0.50 Y
3 1 Desktop Anti-Virus/Spyware Management Y 1.50 Y
4 1 Desktop Patch & Service Pack Management Y 2.00 Y
5 1 Desktop IT Policy Management - Y
6 1 Desktop Scheduled Machine Maintenance Y 1.50 Y
7 1 Desktop Help Desk/Service Desk 0.50 Y
8 0 Server Asset Inventory Management
9 0 Server 24X7 Server Monitoring & Alerting
7 Totals 5 6.5 7
B/F IT Services to be Automated
• Use ‘Managed Serv ices W or k book .x ls ’ t oo l• Def in ing Managed Serv ices tab• List B / F I T Se rv i ces, you r p o ten t i a l m anaged se rv i ces
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Process
Reports
Logs
ProblemProblemSpyware
•Virus
•Drive Failing•User Needs
Help
•Patches•Application
crashing•Bad apps
Managed ServiceManaged ServiceRemove spyware
•Prevent virus•Remediate as needed
•Sent alert•Helpdesk Ticket
•Applied Patch
•Reported Issues•Proactive management
•Monitor application
•Can’t run bad app
Kaseya Server
Agent
As you support your clients using Kaseya and accumulate
knowledge, think outside the box and develop new ITManaged Services and incremental revenues!
B/F IT Services to be Automated
6
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Lesson 6:
Define Break/Fix IT ServicesThat Can Be Automated And
Delivered As ManagedServices.
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Automate desktop IT Service delivery using Kaseya MSAAutomate desktop IT Service delivery using Kaseya MSA
via monitor sets, event sets, scriptingvia monitor sets, event sets, scripting
and other features and functions.and other features and functions.
Kaseya FrameworkKaseya FrameworkKaseya Framework
6 IT Services Delivered to Desktops Ripe To Be Automated Using K6 IT Services Delivered to Desktops Ripe To Be Automated Using Kaseya MSAaseya MSA
1. Asset1. Asset
InventoryInventory
ManagementManagement
2. Software2. Software
PackagePackage
DistributionDistribution
3. Anti3. Anti--Virus &Virus &
SpywareSpyware
ManagementManagement
4. Patch &4. Patch &
Service packService pack
managementmanagement
5. IT Policy5. IT Policy
managementmanagement
6. Scheduled6. Scheduled
MachineMachine
maintenancemaintenance
The 7The 7 thth ServiceService
7. Service7. Service
Desk /Desk /
HelpdeskHelpdesk
Define Desktop Managed Services
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# Count
IT
Service
Group
IT Service Event Description per
Machine
Enter Y for
'Yes' If You
Deliver
Onsite
Now as B/F
IT Service
Estimated
Hours to
Execute B/F
IT Service on
1 Machine
Enter Y If IT
ServiceCan Be
Delivered
as
Automated
Managed
Service
(AMS)
Hours Per
Month
Involved
Automating
the Managed
Service
1 1 Desktop Asset Inventory Management Y 0.50 Y 8
2 1 Desktop Software Package Distribution Y 0.50 Y 8
3 1 Desktop Anti-Virus/Spyware Management Y 1.50 Y 16
4 1 Desktop Patch & Service Pack Management Y 2.00 Y 40
5 1 Desktop IT Policy Management - Y 8
6 1 Desktop Scheduled Machine Maintenance Y 1.50 Y 16
7 1 Desktop Help Desk/Service Desk 0.50 Y 0
7Totals
5 6.50 7 96.00
Define Desktop Managed Services
• ‘Managed Services Workbook.xls’ tool
• ‘Define Managed Services’ tab• Your automated managed services portfolio
• ITIL: Service Strategy Book- Service Portfolio; Catalog
Managed Services Workbook
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# Count
IT
Service
Group IT Service Event Description per Machine
Enter Y for
'Yes' If You
Deliver
Onsite
Now as B/F
IT Service
Estimated
Hours to
Execute B/F
IT Service on
1 Machine
Enter Y If IT
Service Can
Be Delivered
as Automated
Managed
Service (AMS)
Hours Per
Month
Involved
Automating
the Managed
Service
1 1 Server Asset Inventory Management
2 1 Server 24X7 Server Monitoring & Alerting
3 1 Server Remediation, Escalation, Logging
4 1 Server Event Log Monitoring
5 1 Server Back Up Log Monitoring
6 1 Server Anti-Virus/Anti-Spyware Monitoring
7 1 Server Server Availability Monitoring
8 1 Server Critical Service Monitoring
9 1 Server Performance Monitoring & Reporting
10 1 Server Anti-Virus/Anti-Spyware Management
11 1 Server Patch and Service Pack Management
12 1 Server IT Policy Management
13 1 Server Scheduled Machine Maintenance
14 1 Server Hardware replacement
14 Totals
Define Server Managed Services
Let’s go right to the server worksheet!
Y Y
7
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Lesson 7:
Provide CustomizableService Level Agreements
for Desktops and Servers
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What are Service Level Agreements?
• Sets expectation for services delivered based onclient business needs and requirements
• A working agreement between you and your client
• Defines client fees, your recurring revenue stream
• Provides for communicating results!
• Offers something, reduced fees, if SLA not met
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• An SLA will contain:• What services are to be performed, or not• Who or what gets serviced• Where the service is delivered• When the service is delivered
• How the service is delivered• Business needs met (e.g. system availability)
• MSP’s typically offer a choice of SLA’s withincreasing deliverables, or menu of choices
• SLA’s can be based on user, machine group, site,application, business unit, etc…
What are Service Level Agreements?
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Kaseya MSA and SLA’s
• The Kaseya MSA platform provides youthe capability to deliver automated ITServices as managed services
• Managed services to be provided arelisted in your SLA’s
• Without Kaseya MSA, you could notperform against your SLA
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3 Customizable Desktop SLA’s
Deskt op SLA 1 Plus Add i t iona l Serv ices:
1. User Help Desk
2. 1 Hr Response
3 . Mon t h l y Opera t i ona lRev iews
4.Next Bus iness DayOnsite
5% reduc t i on in b i l li ng i f
2% m issed response o rsystem unava i lab le
DesktopDesktop
2
Desktop SLA 2 P lus :
1. 4 Hour Ons i te
2 . Qu i ck H i t T ra in i ng
3 . Week l y Opera t i on a lRev iews
4. Quar t er l y
Managemen t Rev iew
5 . 15 M inu t e User T imeTo W o r k ( i f p r e p a r ed )
6 . O the r Cus tom ized
Managed Techn ica lor Busin ess Serv ice?
DesktopDesktop
3DesktopDesktop
1
Wh at Serv ices : 1 . A ss et I n v e n t o r yManagemen t
2 . So f tw are PackageD is t r i bu t i on
3 . A n t i- V i r u s/ Sp y w a r eManagemen t
4. Patch an d Serv ice PackManagemen t
5 . I T Po l icy Management
6 . Schedu led Mach ineMain tenance
Admin i s t ra to r he lp deskServ i ces p rov ided a f t e r 7pmSys tems ava i l ab le 7am-7p m
M on d ay - Fr i d ayM o n t h l y r e p o r t s e m a i l edSys tem response t im es?
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2 Customizable Server SLA’s
ServerServerMonitoringMonitoring
1
1. Asset Inventory Management*
2. 24 x 7 Monitoring & Alerting
3. Remediation, Escalation, Logging
4. Event Log Monitoring
5. Back Up Log Monitoring****
6. Anti-Virus/Spyware Monitoring***
7. Server Availability Monitoring
8. Critical Service Monitoring
9. Performance Monitoring & Reporting
*Services carried out weekly **Services carried out as needed ***Need Kaseya Endpoint Security ****Must license Kaseya BU-DR
ServerServerCareCare
2
Serve r Mon i to r i n g P lus :
10. Anti-Virus/Anti-Spyware
Management*
11. Patch and Service Pack
Management**
12. IT Policy Management**
13. Scheduled MachineMaintenance*
-Serv i ces p rov ided a f te r 7pm-System s ava i lab le 7am-7 pm- M o n d ay - Fr i d a y-Mon th l y repo r t s ema i l ed-System response t im es?-App l i ca t ion response t im es?-5% reduc t i on in b i l li ng i f
2% m issed response o rsys tem un ava i lab le
More ServerManag ed Serv ices:
14. Image restores
15. Disaster Recovery
16. Offsite backup
… .?
8
Managed Service
SLA Example
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Lesson 8:Next Step Options
For You To Consider
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Next Steps Options
Read up on I TI L and I TSM fo r b ig p i ct u re
D et e r m i n e t y p i ca l t i m e f r a m e s t o d e l iv er B/ FI T se rv i ces to one m ach ine a t a t im e
DoneTask
Take th e nex t cour se: ‘Pr ic ing Meth odo log iesfor Managed Serv ices’ .
Organ ize your serv ice level ag reem ents t ogu ide de l i very o f your m anaged se rv ices
Dete rm ine B/ F I T Se rv i ces t o be au t om a tedas m anaged serv ices us ing Kaseya MSA
List B / F I T Serv ices you de l i ve r t o yourc l ien ts
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Questions & AnswersDef in in g Man aged Serv ices and Serv ice
Leve l Agreem ent s
www.kaseya.com
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Acronyms Used in this Course
• MSP – Managed Services Provider
• I T Serv ice – Service you execute on your clients’ technology infrastructure
• B/ F – Break/Fix, hourly, onsite, manual
• MSA – Managed Service Automation
• SLA – Service Level Agreement
• SMB/ E – Small and Medium Business/Enterprise
d