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Len DiCostanzo Senior Vice President Community and Business Development Autotask ldicostanzo@autotask.com. Service Level Management: How To Monitor, Manage and Measure Your IT Service Delivery. What We Will Cover in This Session. Autotask Overview

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service level management how to monitor manage and measure your it service delivery
Len DiCostanzoSenior Vice President

Community and Business Development

Autotask

ldicostanzo@autotask.com

Service Level Management:How To Monitor, Manage and Measure Your IT Service Delivery
what we will cover in this session
What We Will Cover in This Session
  • Autotask Overview
  • Service Level Management:How To Monitor, Manage and Measure Your IT Service Delivery
  • Next Steps, wrap up
  • Questions and Answers
industry leading

World’s #1 provider of cloud-based IT business management software since 2001.

Industry Leading.
  • SERVICES AUTOMATION
  • CRM for Sales & Marketing
  • Project Management
  • Service Desk
  • Time & Expense
  • Contracts and Billing
  • Knowledgebase
  • YOUR NETWORK
  • Ticket Sharing
  • Client Portal
  • Taskfire for Internal IT
  • Universal Outsourcing
  • Online CommunITy

Replace multiple applications with one integrated solution!

slide5
Open.

Sales Reps

Executives

Service Managers

Field Techs

Billing/Accounts/Admin

CRM

Contracts

Service Desk

Timesheets

Projects

Inventory

Reports

Billing

Community

Quoting

Outlook/

Exchange

RMM

Backup

Managed

Print

Network Management

Storage

Security

Accounting

education

40+ live webinars & workshops per month

Product training

Business building content

120+ on demand training videos

Boot camps

Road shows

Education.
session goal
Session Goal

Jump start and validate your efforts to monitor, manage and measure IT service delivery.

insights we wil l share
Insights We Will Share
  • What is Service Level Management (SLM).
  • Why SLM is important to you and you clients.
  • Keys to defining services, bundles and SLA’s.
  • How automation makes SLM happen.
  • Next step actions for your consideration.
service level management slm
Service Level Management (SLM)
  • Part of master plan to align business & technology
  • Define IT services and set service levels
  • Monitor, manage, measure performance
  • Report, analyze AND ACT ON results
  • Continual service improvement
why is slm important to you
Why is SLM Important to You?
  • Helps you determine if you have right tools
  • Establish service processes & delivery goals
  • Differentiates you from the competition
  • Continual service improvement
  • Capture more business & profitable revenue!
why is slm important to clients
Why is SLM Important to Clients?
  • Will ensure their business needs are met
  • Will help manage their expectations
  • Easy to access services to meet needs
  • Confirmation you’ve delivered what you said
  • Confidence you will improve service delivery
how do you know you need slm
How Do You Know You Need SLM?
  • Not sure you are delivering what your clients need
  • You can’t see how to scale your business
  • No easy way to set, track, report on service metrics
  • You have difficulty justifying your value to your clients
  • Difficult to find, on board and retain clients
monitor manage measure your it service delivery
Monitor, Manage, Measure Your IT Service Delivery
  • Automated, Integrated Service Delivery Platform
  • Reports and Metrics
  • Services, Bundles and Metrics
  • Workflow Automation
  • SLAs
monitor manage measure your it service delivery1
Monitor, Manage, Measure Your IT Service Delivery
  • Automated, Integrated Service Delivery Platform
  • Reports and Metrics
  • Services, Bundles and Metrics
  • Workflow Automation
  • SLAs
incident management integrated platform
Incident Management - Integrated Platform

Event Management

Automated Ticket Creation

Resources Customers

Contacts

Alerts

Portal

Email

User Call

Automated:

Assignments

Notifications

Surveys

SLA’s

Incident Management

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

Invoices, Reports, Profitability

Enter Timesheets, Approve and Post

gfi max integration
GFI MAX Integration
  • Wizard based setup
  • Map clients & devices to Autotask
    • Asset inventory transfer and updates
  • Service Ticket Management:
    • Round trip alert/ticket exchange
    • Ticket/asset profiling
  • Livelink for remote control off the ticket
  • No additional cost, or module required
productize and bundle services
Productize and Bundle Services

SKU1 - Service Desk

IT Service Bundle

12a. Client Portal

12b. Level 1 remote

12c. Escalation

12d. Remote control

12e. Monthly Reporting

Component Services

define service desk metrics
Define Service Desk Metrics
  • - Set expectations and metrics
  • - Monitor, measure and manage to metrics
  • - Report results
  • SERVICE DESK METRICS
  • - How long before you respond
  • - “we will respond within 2 hours”
  • RESPONSE TIME
  • - How long before you have a plan
  • - “we will have a plan in 3 hours
  • RESOLUTION PLAN
  • How long will it take to resolve
  • “we will resolve the incident in 8 hours”
  • RESOLUTION TIME
monitor manage measure your it service delivery3
Monitor, Manage, Measure Your IT Service Delivery
  • Automated, Integrated Service Delivery Platform
  • Reports and Metrics
  • Services, Bundles and Metrics
  • Workflow Automation
  • SLAs
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
  • Offer a choice, but not too many, not too complex
  • Builds business value!
typical desktop sla bundles
Typical Desktop SLA Bundles

STANDARD

IT DEPARTMENT

ENHANCED

DESKTOP

DESKTOP

DESKTOP

Per-Machine Sell

$35 to $75

Per-Machine Sell

$85 to $200

Per-Machine Sell

$55 to $100

Enhanced SLA Plus:

Four Hour Onsite

Quick Hit Training

Quarterly Management

Review

15 Minute Time to Work

(if prepared)

Other Customized Managed

Technical or Business

Service?

Standard SLA Plus

Additional MS:

User Service Desk

One Hr Response

Monthly Operational Reviews

Eight Hour Onsite

Asset Inventory Management

SW Package Distribution

Anti-Virus/Spyware Management

Patch, Service Pack Management

IT Policy Management

BDR

Scheduled Maintenance

SPOC Service Desk

prioritize next sla ticket
Prioritize – Next SLA Ticket

Automation drives priority not your clients!

real time workload utilization
Real-time Workload Utilization
  • Who’s busy?
  • How can I balance workload?
  • Reds overbooked > move to green
  • Get work done this week
  • Bill more > No overtime > No subs
dispatchers workshop
Dispatchers Workshop
  • Auto assignment and queues help create initial schedules
  • Whose booked? Where are they going?
  • Are critical VIP customers in the mix?
  • Drag and drop assignment!
timesheet and expense entries
Timesheet and Expense Entries

Check if you hit service levels

Validate service included on contract

monitor manage measure your it service delivery4
Monitor, Manage, Measure Your IT Service Delivery
  • Automated, Integrated Service Delivery Platform
  • Reports and Metrics
  • Services, Bundles and Metrics
  • Workflow Automation
  • SLAs
workflow automation rules
Workflow Automation Rules
  • Execute work so you don’t have to
  • Examples of Workflow Automation Rules
    • escalate 2 hours before resolution to “SLA Escalate” queue
    • escalate 30m hours before resolution to “SLA Manager” queue
    • escalate and notify when resolution missed “SLA Missed” queue
    • move tickets ‘waiting for customer” to “Waiting Customer” queue
    • Email a survey when ticket is completed
  • Configurable for your processes
reports for scheduled reviews1
Reports for Scheduled Reviews
  • Helps ITSP’s and MSP’s validate they are doing what they say
  • Reports for Monthly Operational Reviews (MOR)
survey results in real time how do your clients feel about you
Survey Results in Real-Time! How Do Your Clients Feel About You?

Resource Level

Account Level

Contact Level

monitor manage measure your it service delivery6
Monitor, Manage, Measure Your IT Service Delivery
  • Automated, Integrated Service Delivery Platform
  • Reports and Metrics
  • Services, Bundles and Metrics
  • Workflow Automation
  • SLAs
autotask helps generate revenue across four critical stages to securing a client for life
Autotask Helps Generate Revenue Across Four Critical Stages to Securing a Client for Life
  • CRM
  • Accounts
  • Contacts
  • Quotes
  • Pipeline
  • Group email
  • Projects
  • Contracts
  • Resources
  • Phase, Task
  • Time, Expense
  • Billing
  • Service Desk
  • Contracts
  • Tickets, Alerts
  • SLA’s
  • Time & Expense
  • Billing
  • Client Portal
  • Taskfire
  • Reporting
  • Surveys
  • Knowledgebase
special offer
SPECIAL OFFER!
  • New Customers
  • $1,000 Voucher
  • Up to 50% off Implementation, PS
  • For attendees who sign with Autotask
  • today through December 31st, 2012
  • Standard Implementation $1,200 - $600 = $600 Savings!
  • Existing Customers
  • 10% off Add-Ons

sales@autotask.com

Subject: “SLM112912– $1,000 Voucher”

Call sales at 518-720-3500 x1

thanks questions and answers
Len DiCostanzoSenior Vice President

Community and Business Development

Autotask

ldicostanzo@autotask.com

Thanks!Questions and Answers

E-mail sales@autotask.com for more info on Autotask!

Subject: “SLM112912– $1,000 Voucher”

Call sales at 518-720-3500 x1