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Creating and Managing SLAs: How To Monitor, Manage and Measure Your IT Service Delivery. Joe Rourke Autotask Dir. of Product Management. Lee Evans Owner Vital Technology Group. David Hay Partner Development GFI MAX. Autotask is…. …Industry leading.

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Presentation Transcript
slide2

Joe Rourke

Autotask

Dir. of Product Management

Lee Evans

Owner

Vital Technology Group

David Hay

Partner Development

GFI MAX

industry leading
…Industry leading.

World’s #1 provider of cloud-basedIT business management softwaresince 2001.

Replace at least 5 different applications!

slide5
…Open.

Sales Reps

Executives

Service Managers

Field Techs

Billing/Accounts/Admin

RMM

Storage

Backup

Outlook/Exchange

Quoting

Managed Print

Accounting

CRM Contracts Service Desk Timesheets Projects Inventory Reports Billing Community

global
…Global.

200+ full time employees in:

  • Beijing, China
  • London, England
  • New York, USA
  • South America
  • Sydney, Australia
  • Frankfurt, Germany

Customers in 55+ countries

Datacenters in the US & UK

education
…Education.
  • 40+ live webinars & workshops per month
    • Product training
    • Business building content
  • 120+ on demand training videos
  • Boot camps
  • Road shows
the business goal
The business goal

“You want to consistently meet or exceed your customers expectations for service delivery”

service level management slm
Service Level Management (SLM)
  • Part of Master Plan to align business & technology
  • Define IT services to be delivered, set service levels
  • Align your resources to meet targets
  • Monitor, manage, measure performance
  • Report, analyze AND ACT ON results
why is slm important to you
Why is SLM Important to You?
  • Establish operational processes & service delivery goals
  • Helps you determine if you have the tools you need
  • Differentiates your business from the competition
  • Continual service improvement
  • Helps you capture more business & profitable revenue!
why is slm important to clients
Why is SLM Important to Clients?
  • Ensures their business needs are met
  • Helps manage their expectations
  • Confirmation you’ve delivered what you said
  • Confidence you will improve service delivery
autotask automates service delivery
Autotask automates Service Delivery

Automated:

Assignments

Notifications

Surveys

SLA’s

GFI Alerts

Event Management

Automated

Ticket Creation

Resources

Customers

Contacts

Portal

Email

User call

Tie Service Ticket to Contracts: Recurring Services, Block Hours, Retainer, T&M, Incident, Flat Fee

Invoices, Reports, Profitability

Enter Timesheets,

Approve & Post

autotask gfi integration
Autotask/GFI Integration
  • Automatically maps devices in GFI MAX to Autotask
autotask gfi integration1
Autotask/GFI Integration
  • GFI MAX creates Autotask ticket
  • Synchronized notes and time entries
  • Round trip ticket closure
  • Autotask ticket can be set to close on self-heal or when cleared manually in GFI MAX

Autotask

GFI MAX

define your it services catalog
Define Your IT Services Catalog
  • Identify IT support services you deliver now or want to deliver
  • What do clients need? What is their desired outcome? Why do they call?
  • What products are you deploying?
  • Organize by configuration item types, device groups, categories,…
  • Determine where service delivery can be automated.

Groups/Categories of

Products & Services

what are service level agreements
What Are Service Level Agreements?
  • Based on client business needs and requirements
  • Service Level Agreements (SLAs) will document:
    • Service level metrics per service delivered from your catalog
    • What services are to be performed, or not
    • Who, what, when, where, how serviced
    • Reports you provide to show your performance against metrics
  • Offers something if promised service levels not met
  • Termination wording: ramp down, lack of payment
slide27

IT Department

Enhanced

Standard

Desktop

Desktop

Desktop

Per-Machine Sell

$35 to $75

Per-Machine Sell

$85 to $200

Per-Machine Sell

$55 to $100

1. Asset Inventory Management

2. Software Package Distribution

3. Anti-Virus/Spyware Management

4. Patch, Service Pack Management

5. IT Policy Management

6. Scheduled Machine Maintenance

7. SPOC Service Desk

Enhanced SLA Plus:

1. Four Hour Onsite

2. Quick hit training

3. Quarterly Management Review

4. 15 Minute time to Work (if prepared)

5. Other customized managed technical

or business service?

Standard SLA Plus

Additional MS:

1. User Service Desk

2. One Hr Response

3. Monthly Operational Reviews

4. Eight Hour Onsite

autotask demo sla setup
Autotask Demo – SLA Setup
  • Setup our standard business hours
  • Assign status to first response and resolution
  • Create one default SLA
    • First Response Target = 2 business hours
    • Resolution Target = End of Next Business Day
autotask demo using sla
Autotask Demo – Using SLA
  • Create a ticket
  • View ticket queues sorted by next SLA event
  • Look at two standard reports
    • SLA Performance by SLA
    • SLA Performance by Ticket
autotask demo sla workflow
Autotask Demo – SLA Workflow
  • Workflow Rule #1
    • escalate 2 hours before resolution to “SLA Escalate” queue
  • Workflow Rule #2
    • escalate and notify when resolution missed “SLA Missed” queue
  • Workflow Rule #3
    • move tickets ‘waiting for customer” to “Waiting Customer” queue
slide38

facebook.com/Autotask

twitter.com/Autotask

linkedin.com/company/autotask

twitter.com/AutotaskAcademy

gfi max customer conferences 2012
GFI MAX CUSTOMER CONFERENCES 2012
  • United States New OrleansSeptember 26-27, 2012
  • AustraliaGold CoastOctober 2-3, 2012
  • GermanyMunichOctober 18, 2012
  • UKLondonOctober 11-12, 2012

Register at conferences.gfimax.com

msp business management
MSP Business Management
  • Articles about running your business
  • Webinars
  • White papers
  • Videos
  • Retro computers!!

http://www.mspbusinessmanagement.com