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FormulaWon Growth Tracks

Inventory of Time

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House Keeping

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myITprocess

Onboarding

Update

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Inventory

of

Time

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Moving up the Stack

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World

Class

Impact

Alignment

MSP

Professional Services

Centralized Services

Net Admin vCIO Support

• Avg. AISP

• Avg. MRR

• Time/EP/M

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Finite amount of time

• Your technical time is inventory

• You have a finite amount of inventory

• Your inventory has no shelf life

• What percentage do you spend on reactive

support?

• How much is left after reactive support?

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How your inventory is allocated

• How many tickets do you close in a month?

• How much time does it take to close?

• How much of your total available time is

reactive?

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Calculate RHEM

Tickets / Endpoint / Month

times

Average Resolution Time

equals

Reactive Hours / Endpoint / Month (RHEM)

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Example

A B C D

Tickets /

Endpoint / Mo.1 0.5 0.5 0.25

Avg. Resolution

Time1 hour 1 hour 0.5 hours 0.5 hours

RHEM 1 hour0.5 hours

(30 minutes)

0.25 hours

(15 minutes)

0.125 hours

(7.5 minutes)

Support

Resources6.25 3.1 1.55 0.78

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• Endpoints supported: 1,000

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Example

A B C D

Tickets /

Endpoint / Mo.1 0.5 0.5 0.25

Avg. Resolution

Time1 hour 1 hour 0.5 hours 0.5 hours

RHEM 1 hour0.5 hours

(30 minutes)

0.25 hours

(15 minutes)

0.125 hours

(7.5 minutes)

Support

Resources6.25 3.1 1.55 0.78

AISP $100 $125 $140 $90

Support Desk

Leverage$16,000 / mo. $40,000 / mo. $90,000 / mo. $115,000 / Mo.

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• Endpoints supported: 1,000

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Example

A B C D

Tickets /

Endpoint / Mo.1 0.5 0.5 0.25

Avg. Resolution

Time1 hour 1 hour 0.5 hours 0.5 hours

RHEM 1 hour0.5 hours

(30 minutes)

0.25 hours

(15 minutes)

0.125 hours

(7.5 minutes)

Support

Resources6.25 3.1 1.55 0.78

AISP $100 $125 $140 $90

Support Desk

Leverage$16,000 / mo. $40,000 / mo. $90,000 / mo. $115,000 / Mo.

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• Endpoints supported: 1,000

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Company A

Reactive Support100% Professional

Services0%

Centralized Services

0%

vCIO0%

Network Administration

0%

1 HOUR RHEM

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Company B

Reactive Support50%

Professional Services

20%

Centralized Services

8%

vCIO6%

Network Administration

16%

.5 HOURS RHEM

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Company C

Reactive Support25%

Professional Services

25%

Centralized Services

8%

vCIO8%

Network Administration

34%

.25 HOURS RHEM

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Company D

Reactive Support12%

Professional Services

30%

Centralized Services

8%

vCIO10%

Network Administration

40%

.125 HOURS RHEM

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Hours per Delivery Area

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0

200

400

600

800

1000

1200

1 hour RHEM .5 hours RHEM .25 hours RHEM .125 hours RHEM

Hours / Delivery Area (1,000 Endpoints)

Reactive Support Professional Services Centralized Services vCIO Network Administration

Company B Company C Company DCompany A

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Professional Services

Centralized Services

Net Admin vCIO Support

Letting the noise permeate

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Lower noise

Generate NRR

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Action Plan for lowering RHEM

• Do your QBR!

• Set goals for T/E/M, Avg. Resolution, RHEM

• Unleash Super Power

• Prioritize Clients (Not all MRR is good MRR)

• Accountability & Rhythm

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Moving up the Stack

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World

Class

Impact

Alignment

MSP

Professional Services

Centralized Services

Net Admin vCIO Support

• Avg. AISP

• Avg. MRR

• Time/EP/M

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QBR© 2015 TruMethods, LLC. All rights reserved

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Q&A© 2015 TruMethods, LLC. All rights reserved