Course 1-Defining Managed Services and SLAs

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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



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



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



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



About Polls, Contributing



Where We Are in the

MSP Business

Transformation Process

Recap



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



Course

Goal and Objectives

Defining Managed Services andService Level Agreements (SLAs)



Goal

• Define Managed Services and

Service Level Agreements that You Can Customize to Meet the Needs of Your Clients and Your Business



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.



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.



Lesson 1:Confirm the Benefits of

Transforming into an MSP



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



Lesson 2:Three MSP Definitions



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



Lesson 3:Discuss Best Practices

Approach to ManagedServices



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



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



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



Lesson 4:

Contrast B/F IT Service

Delivery Versus

Automated ManagedServices



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+



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



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



Lesson 5:

Provide Methodology to

Determine B/F IT Services

You Can Automate



• 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



# 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


• 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



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!


6



Lesson 6:

Define Break/Fix IT ServicesThat Can Be Automated And

Delivered As ManagedServices.



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



# 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



# 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



Lesson 7:

Provide CustomizableService Level Agreements

for Desktops and Servers



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



• 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?



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



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?



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



Lesson 8:Next Step Options

For You To Consider



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



Questions & AnswersDef in in g Man aged Serv ices and Serv ice

Leve l Agreem ent s

[email protected]

[email protected]

[email protected]

www.kaseya.com



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

Course 1-Defining Managed Services and SLAs

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