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MSP Best Practice:Developing the Strategic IT Roadmapfor Your Customersfor Your Customers
“Own the Plan”
We are Service ArchitectsW d i i th f IT S l ti P id
Our Mission
We drive service growth for IT Solutions Providersthrough improved service design and delivery
• Build in customer & solution provider valuep• Base service delivery on best practices• Employ practical methods and tools
10Copyright © 2012 AntFarm, Inc. All Rights Reserved
What makes you stand out?
• Options for Managed Services have grown dramatically
• Most markets have multiple choices and offerings are difficult to distinguish
• “Proactive Management” hasProactive Management has become table stakes
11Copyright © 2012 AntFarm, Inc. All Rights Reserved
Typical “Mature”Managed Services Architecture Service Call
IntakeEvent
ManagementResponse
Matrix
Service Ticket Management
Service TicketCloseout
Responsive Support
Escalation Management
Transition & Activation
Client Onboarding ServiceRequest
Fulfillment
Request Fulfillment and Incident ManagementTier 1
Help DeskSupport
Tier 2Incident
Resolution
Emergency Dispatch
ScheduledDispatch
P ti M tTransitionFrom Sales
ClientServiceKickoff
ServiceActivation
Systems Readiness Audit
ProblemManagement
Server & Desktop
Management
PatchManagement
IT Systems Management
BackupManagement
Security Management
Proactive Management
NetworkManagement
Client ITEnvironment
Discovery
Baseline &Analysis
Audit ResultsReview
y Security Management
FirewallManagement
MalwareManagement
AccessManagement
Audits and TestsIT ServiceC ti it
Recovery Pl i &
ProactiveA il bilit Availability
Quarterly Service Customer
Technical Account ManagementServiceLevel
ContinuityAudit
Planning &Testing
AvailabilityAudit
AvailabilityTesting
System HealthBusinessReview
ImprovementProgram
SatisfactionProgram
LevelAssurance
y& Service Level
Reporting
BusinessRequirements
Discovery
StrategicIT Plan
Development
StrategicIT Plan Review& Management
Strategic IT ConsultingUnderCompetitiveAttack
Copyright © 2010 AntFarm, Inc. All Rights Reserved
Asset &ConfigurationManagement
ChangeManagement
RiskManagement
Service Control
AgreementManagement
QueueManagement
ContinualService
Improvement
y p g
Service CancellationService
CloseoutService
Deactivation
12
A “Perfect Storm” is driving the need for a new approachneed for a new approach…
• Options for Managed Services have grown dramatically over the past several years
Commoditization
p y
• Options for provisioning IT (customer owned HaaS Confusion(customer owned, HaaS, SaaS) have increased
• Product revenue and margins• Product revenue and margins are slipping further
Collapse
13Copyright © 2012 AntFarm, Inc. All Rights Reserved
Our objective today:
Help you cement your client relationships Help you cement your client relationships with a Strategic IT Roadmap…
• Help your clients see through the fog to the road ahead
A road where IT is aligned to meet the needs of their
business
You ensure IT is delivering to service levels needed for the
business
• Protect your Managed Services revenue from poachers
Synchronize the technology lifecycle with business
changes
• Become the ongoing Program Manager for the plan
14Copyright © 2012 AntFarm, Inc. All Rights Reserved
changesg p
What is a“Strategic IT Roadmap”?
• Time-based plan for the evolution of an
Strategic IT Roadmap ?
porganization’s IT capabilities and infrastructure
• Developed based on business needs and technology lifecycles
• Provides the basis for IT budgeting and Program Management of changes in ITg g g
• Dynamic document
15Copyright © 2012 AntFarm, Inc. All Rights Reserved
Charts the direction for IT
Three Sources of ROI
• Increased services sales through a gstronger value proposition – your differentiator
• Improved client retention due to more “stickiness” – you own the plany p
• Recaptured product revenue from solutions that support the plan – yoursolutions that support the plan your recommendations
16Copyright © 2012 AntFarm, Inc. All Rights Reserved
Without alignment on acompetitive strategycompetitive strategy……
Product Management Marketing
Purchasing Engineering & Integration Managed Services
Solution Provider Value ChainResults:Marginal
&Solution
Development
&Sales
Project Management Break / FixMaintenance
a g aValue
orit
ies
Pri
o
Effort across the business is fractured
17Copyright © 2012 AntFarm, Inc.
Effort across the business is fractured
Our Path Today…
• Foundation for Strategic IT Planning
• Methodology for IT Roadmap Development
18Copyright © 2012 AntFarm, Inc. All Rights Reserved
IT Service Management Maturity (from Gartner)(from Gartner)
IT is a Pain IT Works OK IT Makes MyIT is a Pain IT Works OK Business Better
Chaotic Reactive Proactive Service ValueLevel 0 Level 1 Level 2 Level 3 Level 4
• Disorganized responses to reported issues• Unpredictable
• Organized response to reported issues• Trouble-tickets
• Mature problem analysis• Performance monitoring
• IT service levels defined• SLAs in place with business operations
• IT objectives are linked to business metrics• IT focus on p
performance and reliability
• Up / down monitoring• Asset inventory
g• Trending analysis • Change management
p• Capacity planning performed
business advantage
FixingPain
ImprovingEfficiency
AddingBusiness
ValueTransactional Transformational
19Copyright © 2012 AntFarm, Inc. All Rights Reserved From: Gartner: Data Center Poll Results Confirm Improved Process Maturity, 2004
Value
Not all of your clients will benefitbenefit…
But, those that will might look like:
• Their business is undergoing change
But, those that will might look like:
• Conduct strategic planning for the businessR i th l f IT• Recognize the value of IT as an “enabler”S ki th t l f th i IT $$• Seeking the most value for their IT $$
• Don’t have an internal IT strategic thinker
20Copyright © 2012 AntFarm, Inc. All Rights Reserved
Typical “Mature”Managed Services Architecture Service Call
IntakeEvent
ManagementResponse
Matrix
Service Ticket Management
Service TicketCloseout
Responsive Support
Escalation Management
Transition & Activation
Client Onboarding ServiceRequests
Request Fulfillment and Incident Management
Tier 1Help Desk
Tier 2Incidents
Emergency Dispatch
ScheduledDispatch
P ti M tTransitionFrom Sales
ClientServiceKickoff
ServiceActivation
Systems Readiness Audit
ProblemManagement
Server & Desktop
Mgmt
PatchMgmt
IT Systems Management
BackupMgmt
Security Management
Proactive Management
NetworkMgmt
Client ITEnvironment
Discovery
Baseline &Analysis
Audit ResultsReview
y Security Management
FirewallMgmt
MalwareMgmt
AccessManagement
Audits and TestsIT ServiceC ti it
Recovery Pl i &
ProactiveA il bilit Availability
Quarterly Service Customer
Technical Account ManagementServiceLevel
ContinuityAudit
Planning &Testing
AvailabilityAudit
AvailabilityTesting
System HealthBusinessReview
ImprovementProgram
SatisfactionProgram
LevelAssurance
y& Service Level
Reporting
BusinessRequirements
Discovery
StrategicIT Plan
Development
StrategicIT Plan Review& Management
Strategic IT Consulting Not necessarilyFREE!
Copyright © 2010 AntFarm, Inc. All Rights Reserved
Asset &ConfigurationManagement
ChangeManagement
RiskManagement
Service Control
AgreementManagement
QueueManagement
ContinualService
Improvement
y p g
Service CancellationService
CloseoutService
Deactivation
21
ITIL® as a framework for defining needsdefining needs
ITIL (IT Infrastructure Library) is a globally accepted approach to IT service management, providing a cohesive set of best practices, drawn from the public and private sectors.
Service Strategy
Demand Management
Financial Management
Strategy Generation
Service Portfolio
Management
Risk Management
Service Design
Availability Management
Capacity Management
Information Security
Management
IT Service Continuity
Management
Service Catalog
Management
Service Level Management
Supplier Management
Service Transition
Service Knowledge
Management
Evaluation Management
O &
Asset & Configuration Management
Service Validation &
Testing Mgmt
Release & Deployment Management
Change Management
Transition Planning and
Support
Service Operation
Continual
Problem Management
Event Management
Operations & Technology
Mgmt
Request Fulfillment
Incident Management
Access Management
ITIL provides a common language
22Copyright © 2012 AntFarm, Inc. All Rights Reserved
Continual Service
ImprovementImprovement
ProcessService
MeasurementService
Reportingcommon language for IT management
needs
Gartner and ITILCopyright © 2012 AntFarm, Inc. All Rights Reserved
ServiceL l
IT PortfolioManagement
LevelMonitoring
uire
d
Supplier Management
FinancialManagement
PerformanceMonitoring
es R
equ
Service Level Management
Capacity Management
Service Continuity Management
AvailabilityMonitoringC
apab
iliti
Change Management
Availability Management
Release & Deployment ManagementMonitoring
Def
ines
C
Access Management
Asset & Configuration Management
Problem Management
ITIL
D
Chaotic Reactive Proactive Service Value
Incident & Event Management
Request Fulfillment (MAC)
23Gartner Defines Maturity in terms of Capability
ChaoticLevel 0
ReactiveLevel 1
ProactiveLevel 2
ServiceLevel 3
ValueLevel 4
ITIL® as source of added value
Service D d Fi i lSt t Service Ri kService Strategy
Service
Demand Management
Availability
Financial Management
Information
Strategy Generation
Service
Service Portfolio
Management
Service Level
Risk Management
Supplier Capacity ServiceService Design
Service
Availability Management
Service Knowledge Evaluation
Security Management
Asset & Configuration
Service Validation &
Catalog Management
Release & Deployment
Service Level Management
Change
Supplier Management
Transition Planning and
CapacityManagement Continuity
Management
Transition
Service O ti
Problem Management
Knowledge Management
Event Management
Management
Operations & Technology
Configuration Management
Validation & Testing Mgmt
Request Fulfillment
Deployment Management
Incident Management
Management
Access Management
Planning and Support
Operation
Continual Service
I t
Management Management gyMgmtFulfillment
Improvement Process
Management
Service Measurement
Management
Service Reporting
Under threatof commoditization
24Copyright © 2012 AntFarm, Inc. All Rights Reserved
Improvement Process Measurement Reporting of commoditization
Opportunities forStrategic Planning
Two Important ITIL ConceptsWarranty(usability)
Utility(usefulness)
“Is IT being delivered at the “Is IT ENABLING right SERVICE
LEVELS?”the business?”
Chaotic Reactive Proactive Service ValueLevel 0 Level 1 Level 2 Level 3 Level 4
FixingPain
ImprovingEfficiency
AddingBusiness
ValueTransactional Transformational
25Copyright © 2012 AntFarm, Inc. All Rights Reserved
y Value
Warranty
These ITIL areas focus on the “WARRANTY” for IT service delivery
(is IT usable)
Availability Capacity Information Security
IT Service ContinuityService Level Supplier Service
Management Management Security Management
Continuity Management
“Is IT available when and where it’s
Managementpp
ManagementDesign
needed?”
“Is there enough IT capacity to avoid performance issues?”
“Is IT being delivered at
“Have the threats to IT been adequately addressed?”
the right SERVICE
LEVELS?”
26Copyright © 2012 AntFarm, Inc. All Rights Reserved
“Is IT support responsive enough?”
Utility
These ITIL areas focus on the “UTILITY” of IT capabilities
Strategy Service Portfolio
(is IT useful)
Financial Risk Service Generation Portfolio
Management
“What are the customer’s VITAL
ManagementManagementStrategy
BUSINESS PROCESSES?”
“What IT capabilities are required to support these vital processes?”“Is IT pp p
“Where are the gaps, and what is the roadmap to fill the gaps?”
ENABLING the business?”
27Copyright © 2012 AntFarm, Inc. All Rights Reserved
“Is the client getting their money’s worth?”
Utility( f l )
Warranty( bilit )
Strategic IT
(usefulness)(usability)
Gap Analysis BusinessRequirementsg
Planning must address both Strategies to
RequirementsAnalysis
address both
Ch ti R ti P ti S i V lLevel 0 Level 1 Level 2 Level 3 Level 4
gaddress risks IT Roadmap
Chaotic Reactive Proactive Service Value
AddingFixingPain
ImprovingEfficiency
AddingBusiness
ValueTransactional Transformational
28Copyright © 2010 AntFarm, Inc. All Rights Reserved
Mapping IT to Business Needs
CriticalIT S iIT ResourcesCritical
Business Processes
IT Services(Capabilities)
In Store Sales
Point of SaleAutomation
Strategy Generation
Field SalesEnableSales Force AutomationConstitute
Purchasing and
L i ti
Supply Chain Automation Service
Portfolio Management
29Copyright © 2012 AntFarm, Inc. All Rights Reserved
LogisticsGeneral Use Email
IT Services are composed of ResourcesResources
IT Services(Capabilities)
Point of SaleAutomation
IT Resources
30Copyright © 2010 AntFarm, Inc. All Rights Reserved
3 Levels ofIT Service ManagementIT Service Management
• Understanding pending business changes d th i t th h ill h ITBusiness
(ITIL B i C i M )
and the impact those changes will have on IT• Strategic planning to ensure IT capability will
support the future needs of the business
BusinessLevel Strategic
Planning
• Monitoring and analysis to validate that IT service levels are meeting current needsIT Service
Level Quarterly
(ITIL: Business Capacity Management)
(ITIL: Service Capacity Management)
• Near-term changes to ensure that service levels are met cost effectively
Level Q yReview
• Daily management required to ensure IT is performing optimallyIT Resource
Level DailyOperations
31Copyright © 2012 AntFarm, Inc. All Rights Reserved
(ITIL: Resource Capacity Management)
Our Path Today…
• Foundation for Strategic IT Planning
• Methodology for IT Roadmap Development
32Copyright © 2012 AntFarm, Inc. All Rights Reserved
Strategic IT Roadmap MethodologyMethodology
The fi st step is toIT
Infrastructure Discovery
Baseline and Analysis
The first step is to understand the current state
Identifies the current state
at the IT resource level
• Stand-alone assessments (or)
• Ongoing monitoring results
Business Requirements
Strategic IT Roadmap
Strategic IT Roadmap Review q
Discoveryp
Developmentp
and Mgmt
Use Kaseya to discover theIT Resource InventoryIT Resource Inventory
34Copyright © 2012 AntFarm, Inc. All Rights Reserved
Use Kaseya to assessIT System HealthIT System Health
Current Patch Levels
Utilization
Uptime History
35Copyright © 2012 AntFarm, Inc. All Rights Reserved
A il bilit C it Information IT Service
W t
Availability Management
Capacity Management
Information Security
Management
IT Service Continuity
Management
Current StateAssessment
36Copyright © 2012 AntFarm, Inc. All Rights Reserved
Warranty(usability)
Assessment
Strategic IT Roadmap MethodologyMethodology
IT Infrastructure Discovery
Baseline and Analysis
Current StateAssessment
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
Business Requirements DiscoveryDiscovery
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
Business Goals and Objectives
PlannedBusiness Initiatives
Critical Business
ProcessesProcesses
Current IT Challenges
Business Requirements DiscoveryDiscovery
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
Business Goals and Objectivesand Objectives
PlannedBusiness Initiatives
Business Requirements DiscoveryDiscovery
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
Critical Business
Processes
Business Requirements DiscoveryDiscovery
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
Current IT Challenges
Address:• IT Capabilities (“Service Portfolio”)• Availability• Capacity• Security• Service Continuity
Strategic IT Roadmap DevelopmentDevelopment
Business R i t
Strategic IT R d
Strategic IT R d R i
Business Goals d Obj ti
Requirements Discovery
Roadmap Development
Roadmap Review and Mgmt
and Objectives
PlannedBusiness Initiatives
Critical Business
Processes
C t IT
IT Support for Vital Business
Processes
IT St t i tCurrent IT Challenges
IT Strategies to Address Gaps
Roadmap for new
IT capabilitiesIT capabilities
IT Budget supporting the
Roadmap
Strategic IT Roadmap DevelopmentDevelopment
Current StateIT Infrastructure
DiscoveryBaseline and
Analysis
Cu e t StateAssessment
Business Requirements
Discovery
Strategic IT Roadmap
Development
Strategic IT Roadmap Review
and Mgmt
IT PlanB siness en ironment
IT Roadmap IT Budget
y g
• Business environment• IT services & capabilities• IT impacts and risks• IT strategies for gaps
• Time-based view of IT capability recommendations
• IT asset life cycle view
• Capital expenditures based on the IT Roadmap
• Operational costs
Strategic IT Roadmap DevelopmentDevelopment
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
IT Support for Build IT RoadmapIT Support for Vital Business
Processes
Build IT Roadmapto support these
strategiesUTILITY
Strategic IT Roadmap DevelopmentDevelopment
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
IT Strategies to Address Gaps
• Availability• Capacity WARRANTY
• Security• Service Continuity
Strategic IT Roadmap DevelopmentDevelopment
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
Critical Business Process
Business Initiatives
Timeline for IT Services
Roadmap forAlign
IT biliti t
Timeline for migration to cloud
Roadmap for new
IT capabilities
IT capabilities to business initiatives
solutions
Strategic IT Roadmap DevelopmentDevelopment
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
R d f
AlignIT lif lRoadmap for
new IT capabilities
IT resource lifecycle to the roadmap
Technology Lifecycle ManagementManagement
Th d i th • Upgrades Ali IT tThe roadmap is the planning tool for
Technology Lifecycle
• Upgrades• Refreshes• Retirements• Deployments
Align IT asset lifecycles to
the service portfolioroadmap Asset &
Service Portfolio
Management
48Copyright © 2010 AntFarm, Inc. All Rights Reserved
gy yManagement
• Deployments• Migrations
Configuration Management
Use Kaseya Asset Data forIT Lifecycle ManagementIT Lifecycle Management
System SpecificationsSpecifications
Installed Applications
49Copyright © 2012 AntFarm, Inc. All Rights Reserved
Strategic IT Roadmap DevelopmentDevelopment
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
IT Budget Start with specific
recommendations tosupporting the Roadmap
recommendations to support the strategy
Strategic IT Roadmap DevelopmentDevelopment
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
IT BudgetIT Budget supporting the
Roadmap
Combine recommendationsrecommendations
with ongoing expenses
Roadmap Review and ManagementManagement
Business R i t
Strategic IT R d
Strategic IT R d R iRequirements
DiscoveryRoadmap
DevelopmentRoadmap Review
and Mgmt
IT Plan IT Roadmap IT Budget
Initial Review and Approval
Updateas required
Program Management ofStrategic IT Roadmap Initiatives
Quarterly Plan
InstitutionalizesSt t i IT Pl i
Review and Update
Annual Plan Refresh
Strategic IT Planning
Cement your relationship with clients through a Strategic IT Roadmapthrough a Strategic IT Roadmap
• Help your clients see through
the fog to the road aheadA road where IT is aligned to
meet the needs of their business
• Protect your Managed Services f h
You ensure IT is delivering to service levels needed for the
revenue from poachers service levels needed for the
business
• Become the ongoing Program Manager for the plan
Synchronize the technology lifecycle with business
changes
53Copyright © 2012 AntFarm, Inc. All Rights Reserved
You Own the Plan!
With alignment on a competitive strategycompetitive strategy…
Results:Competitive
Product Management Marketing
Purchasing Engineering & Integration Managed Services
Solution Provider Value Chain
CompetitiveAdvantage
&Solution
Development
&Sales
Project Management Break / FixMaintenance
CustomerValue
BusinessValue
Effort is aligned to meet a common goal
54Copyright © 2010 AntFarm, Inc. All Rights Reserved
g g
Questions for you…
• Do you have value-based service ystrategy for differentiation and client retention?
• Is you value chain aligned with your strategy, ensuring everyone has thestrategy, ensuring everyone has the same priorities ?
A d t i t tl• Are you prepared to consistentlydeliver on that strategy?
55Copyright © 2012 AntFarm, Inc.
• If not, what are you doing about it?
Questions?
56Copyright © 2012 AntFarm, Inc. All Rights Reserved
Strategic IT Planning Bundleg g
3 Service Blueprint Bricks• Personalized for your company• Hardcopy and PDF formats
Two Planning Tools• Strategic IT Plan• Strategic IT Roadmap and Budget
2‐hour Webinar Training SessionReview of the blueprints and tools for www.tinyurl.com/Strategic-IT-PlanningReview of the blueprints and tools for Strategic IT Planning
www.tinyurl.com/Strategic IT Planning
Promotion: 15% discount on the bundle for Small Providers (< 15 employees)
57Copyright © 2010 AntFarm, Inc. All Rights Reserved
Promotion Code: Kaseya12
Next StepsNext Steps
• Learn more about AntFarmwww.serviceblueprinting.com
• Learn more about Kaseya for MSPswww kaseya com/mspwww.kaseya.com/msp
• For a free live product demowww.kaseya.com/demo Just for MSPswww.kaseya.com/demo
• For a free trialwww.kaseya.com/freetrial
blog.kaseya.com/blog/category/msp
• To speak with uswww.kaseya.com/contactme
58 @kaseyacorp/company/kaseya/KaseyaFan community.kaseya.com