MSP Best Practice | Using Strategic IT Roadmaps to Get More Contracts

MSP Best Practice: Using Strategic IT Roadmaps to Get More – and Bigger – Contracts

May 22, 2012

Agenda

• Introductions • Our sponsor • Our MSP service delivery expert – AntFarm

– How to create an IT Plan that aligns with client business needs

– How to protect your managed services revenue from poachers

– How to synchronize clients’ technology lifecycle to changes in their business

– How to “own” the plan

• Recap • Q&A

2

Our Speakers

3

John Kilian Service Architect AntFarm, Inc

Alex Brandt Vice President Kaseya

Complete the poll/survey and you may win!

About Kaseya

• Enterprise-class IT systems management for everybody

• Value Proposition – A single Kaseya user can proactively manage 1,000s of automated

IT systems and network tasks in the same amount of time required by a team of technicians using other techniques

• Key Facts – Founded 2000 – Privately held, no debt, no external capital requirements – 33 offices worldwide in 20 countries with 450+ employees

• 12,000+ customers • Millions and millions of assets managed

– Patented IT service delivery process & remote IT management process

• 24 patents pending

– Common Criteria (EAL2+) certified and FIPS 140-2 security compliant

– ITIL v3 compliant

5

Patented

#7,827,547

#7,620,707

#7,895,320

The Leading IT Managed Services Solution

Open API

Virtual System Administrator

Device & Network Management

Unified Management Platform

IT Configuration Management Services

•Remote Management

•Application Deployment

•Power Management

Asset Management Services

•Network Discovery & AD

•Hardware / Software Inventory

•Asset Management

Security Services

•AntiVirus

•AntiMalware

•Patch

Business Continuity Services

•Image Backup

•File & Folder Backup

•Application Backup

Service Delivery & Support Services

•Service Desk / Ticketing

•Policy Management

•Service Billing

Systems Monitoring Services

•System Checks and Alerts

•Endpoint & Network Monitoring

•Enterprise Monitoring

Event Management • Alerts / Notifications • System Events • Logs

Automation • Scheduling • Procedures • API / Messaging

Visualization • Reporting • Dashboards • Interactive Data Views

• Image Deployment • Desktop Migration • Mobile Device Management

• Data Availability • System Availability • Site Availability

Other Third Party Integrations

CRM & PSA

MSP Benefits via Kaseya

• Higher revenue – Integration gives you more services to offer – Verticalization & specialization

• Higher profit – Integration means fewer techs per managed

machine and cloud means pay as you go & grow

• Better service delivery – Automation provides standardization, which

means faster responses with less errors

• Better control & visibility – Integration means it all ties together so you can

actually see everything you need

7

60%+ use

Kaseya

Service Delivery: How “mature” is your managed services delivery model (select one that describes you BEST)? 1. We are not very consistent at service

delivery 2. We are primarily REACTIVE, resolving

problems efficiently 3. We PROACTIVELY manage IT system health

and avoid problems 4. We manage to defined SERVICE LEVELS,

aligned with client needs 5. We ensure client IT capabilities deliver

VALUE to their business

MSP Best Practice: Developing the Strategic IT Roadmap for Your Customers

“Own the Plan”

10 Copyright © 2012 AntFarm, Inc. All Rights Reserved

We are Service Architects

We drive service growth for IT Solutions Providers

through improved service design and delivery

• Build in customer & solution provider value

• Base service delivery on best practices

• Employ practical methods and tools

Our Mission


• Options for Managed Services

have grown dramatically

• Most markets have multiple

choices and offerings are

difficult to distinguish

• “Proactive Management” has

become table stakes

What makes you stand out?

Copyright © 2010 AntFarm, Inc. All Rights Reserved

Transition & Activation

Transition

From Sales

Client

Service

Kickoff

Service

Activation

Client IT

Environment

Discovery

Baseline &

Analysis

Audit Results

Review

Systems Readiness Audit

Quarterly

Business

Review

Service

Improvement

Program

Customer

Satisfaction

Program

Technical Account Management

Asset &

Configuration

Management

Change

Management

Risk

Management

Service Control

Agreement

Management

Client Onboarding

Service

Level

Assurance

Typical “Mature”

Managed Services Architecture Service Call

Intake

Event

Management

Response

Matrix

Service Ticket Management

Service Ticket

Closeout

Service

Request

Fulfillment

Request Fulfillment and Incident Management

Tier 1

Help Desk

Support

Tier 2

Incident

Resolution

Responsive Support

Emergency

Dispatch

Escalation

Management

Scheduled

Dispatch

Problem

Management

Server &

Desktop

Management

Patch

Management

IT Systems Management

Backup

Management

Security Management

Firewall

Management

Malware

Management

Access

Management

Audits and Tests

Proactive Management

Network

Management

IT Service

Continuity

Audit

Recovery

Planning &

Testing

Proactive

Availability

Audit

Availability

Testing

System Health

& Service Level

Reporting

Queue

Management

Continual

Service

Improvement

Business

Requirements

Discovery

Strategic

IT Plan

Development

Strategic

IT Plan Review

& Management

Strategic IT Consulting

Service Cancellation

Service

Closeout

Service

Deactivation

12

Under Competitive Attack

A “Perfect Storm” is driving the

need for a new approach…


• Options for Managed Services

have grown dramatically over

the past several years

• Options for provisioning IT

(customer owned, HaaS,

SaaS) have increased

• Product revenue and margins

are slipping further

Commoditization

Confusion

Collapse

Our objective today:


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


• Time-based plan for the evolution of an

organization’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 IT

• Dynamic document

What is a

“Strategic IT Roadmap”?

Charts the direction for IT


• Increased services sales through a

stronger value proposition – your

differentiator

• Improved client retention due to more

“stickiness” – you own the plan

• Recaptured product revenue from

solutions that support the plan – your

recommendations

Three Sources of ROI

Without alignment on a

competitive strategy……

17 Copyright © 2012 AntFarm, Inc.

Product Management

& Solution

Development

Marketing &

Sales

Project Management

Purchasing Engineering &

Integration Managed Services

Break / Fix Maintenance

Solution Provider Value Chain

Pri

ori

tie

s

Results: Marginal

Value

Effort across the business is fractured


• Foundation for Strategic IT Planning

• Methodology for IT Roadmap

Development

Our Path Today…

IT Service Management Maturity (from Gartner)

19 Copyright © 2012 AntFarm, Inc. All Rights Reserved From: Gartner: Data Center Poll Results Confirm Improved Process Maturity, 2004

IT is a Pain IT Works OK IT Makes My

Business Better

• Disorganized

responses to

reported issues

• Unpredictable

performance and

reliability

• Organized

response to reported

issues

• Trouble-tickets

• Up / down

monitoring

• Asset inventory

• Mature problem

analysis

• Performance

monitoring

• Trending analysis

• Change

management

• IT service levels

defined

• SLAs in place with

business operations

• Capacity planning

performed

• IT objectives are

linked to business

metrics

• IT focus on

business advantage

Chaotic Reactive Proactive Service Value

Level 0 Level 1 Level 2 Level 3 Level 4

Fixing Pain

Improving Efficiency

Adding Business

Value Transactional Transformational


• Their business is undergoing change

• Conduct strategic planning for the

business

• Recognize the value of IT as an

“enabler”

• Seeking the most value for their IT $$

• Don’t have an internal IT strategic thinker

Not all of your clients will

benefit…

But, those that will might look like:


Transition & Activation

Transition

From Sales

Client

Service

Kickoff

Service

Activation

Client IT

Environment

Discovery

Baseline &

Analysis

Audit Results

Review

Systems Readiness Audit

Quarterly

Business

Review

Service

Improvement

Program

Customer

Satisfaction

Program

Technical Account Management

Asset &

Configuration

Management

Change

Management

Risk

Management

Service Control

Agreement

Management

Client Onboarding

Service

Level

Assurance

Typical “Mature”

Managed Services Architecture Service Call

Intake

Event

Management

Response

Matrix

Service Ticket Management

Service Ticket

Closeout

Service

Requests

Request Fulfillment and Incident Management

Tier 1

Help Desk

Tier 2

Incidents

Responsive Support

Emergency

Dispatch

Escalation

Management

Scheduled

Dispatch

Problem

Management

Server &

Desktop

Mgmt

Patch

Mgmt

IT Systems Management

Backup

Mgmt

Security Management

Firewall

Mgmt

Malware

Mgmt

Access

Management

Audits and Tests

Proactive Management

Network

Mgmt

IT Service

Continuity

Audit

Recovery

Planning &

Testing

Proactive

Availability

Audit

Availability

Testing

System Health

& Service Level

Reporting

Queue

Management

Continual

Service

Improvement

Business

Requirements

Discovery

Strategic

IT Plan

Development

Strategic

IT Plan Review

& Management

Strategic IT Consulting

Service Cancellation

Service

Closeout

Service

Deactivation

21

Not necessarily

FREE!

ITIL® as a framework for

defining needs


Service

Strategy

Service

Design

Service

Transition

Service

Operation

Continual Service

Improvement

Demand

Management

Availability

Management

Problem

Management

Service

Knowledge

Management

Financial

Management

Capacity

Management

Event

Management

Evaluation

Management

Information

Security

Management

Operations &

Technology

Mgmt

Asset &

Configuration

Management

IT Service

Continuity

Management

Service

Validation &

Testing Mgmt

Strategy

Generation

Service

Catalog

Management

Request

Fulfillment

Release &

Deployment

Management

Improvement

Process

Service

Portfolio

Management

Service Level

Management

Incident

Management

Change

Management

Service

Measurement

Risk

Management

Supplier

Management

Access

Management

Transition

Planning and

Support

Service

Reporting

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.

ITIL provides a

common language

for IT management

needs

Gartner and ITIL

23


Service

Level

Monitoring

Performance

Monitoring

Availability

Monitoring

Gartner Defines Maturity in terms of Capability

ITIL

De

fin

es

Ca

pa

bilit

ies

Re

qu

ire

d

Chaotic

Level 0

Reactive

Level 1

Proactive

Level 2

Service

Level 3

Value

Level 4

Service Level Management

Capacity Management

Service Continuity Management

Supplier Management

Incident & Event Management

Access Management

Request Fulfillment (MAC)

Asset & Configuration Management

Problem Management

Change Management

Availability Management

Release & Deployment Management

Financial

Management

IT Portfolio

Management

ITIL® as source of added value


Service

Strategy

Service

Design

Service

Transition

Service

Operation

Continual Service

Improvement

Demand

Management

Availability

Management

Problem

Management

Service

Knowledge

Management

Financial

Management

Event

Management

Evaluation

Management

Information

Security

Management

Operations &

Technology

Mgmt

Asset &

Configuration

Management

Service

Validation &

Testing Mgmt

Strategy

Generation

Service

Catalog

Management

Request

Fulfillment

Release &

Deployment

Management

Improvement

Process

Service

Portfolio

Management

Service Level

Management

Incident

Management

Change

Management

Service

Measurement

Risk

Management

Supplier

Management

Access

Management

Transition

Planning and

Support

Service

Reporting

Under threat

of commoditization

Opportunities for

Strategic Planning

Capacity

Management

Service

Continuity

Management

Two Important ITIL Concepts




Fixing Pain


Adding Business


“Is IT being

delivered at the

right SERVICE

LEVELS?”

Warranty

(usability)

“Is IT ENABLING

the business?”

Utility

(usefulness)

Warranty


These ITIL areas focus on the

“WARRANTY” for IT service delivery

(is IT usable)

Availability

Management

Capacity

Management

Information

Security

Management

IT Service

Continuity

Management

“Is IT available when and where it’s needed?”

“Is there enough IT capacity to avoid performance issues?”

“Is IT support responsive enough?”

“Have the threats to IT been adequately addressed?”

“Is IT being

delivered at

the right

SERVICE

LEVELS?”

Service Level

Management

Supplier

Management

Service

Design

Utility


Strategy

Generation

Service

Portfolio

Management

These ITIL areas focus on the

“UTILITY” of IT capabilities

(is IT useful)

“What are the customer’s VITAL BUSINESS PROCESSES?”

“What IT capabilities are required to support these vital processes?”

“Where are the gaps, and what is the roadmap to fill the gaps?”

“Is IT

ENABLING the

business?”

Financial

Management

Risk

Management

“Is the client getting their money’s worth?”

Service

Strategy

Strategic IT

Planning must

address both




Fixing Pain


Adding Business


Utility

(usefulness)

Warranty

(usability)

Gap Analysis

Strategies to

address risks

Business

Requirements

Analysis

IT Roadmap

Mapping IT to Business Needs


IT Resources

Field Sales

In Store

Sales

Purchasing

and

Logistics

Critical

Business

Processes

Enable

Point of Sale

Automation

Sales Force

Automation

Supply Chain

Automation

IT Services

(Capabilities)

General Use

Email

Constitute

Strategy

Generation

Service

Portfolio

Management

IT Services are composed of

Resources


IT Resources

IT Services

(Capabilities)

Point of Sale

Automation

3 Levels of

IT Service Management


(ITIL: Resource Capacity Management)

• Daily management required to ensure IT is

performing optimally IT Resource

Level Daily Operations

(ITIL: Service Capacity Management)

• Monitoring and analysis to validate that IT

service levels are meeting current needs

• Near-term changes to ensure that service

levels are met cost effectively

IT Service

Level Quarterly Review

(ITIL: Business Capacity Management)

• Understanding pending business changes

and the impact those changes will have on IT

• Strategic planning to ensure IT capability will

support the future needs of the business

Business

Level Strategic Planning


• Foundation for Strategic IT Planning

• Methodology for IT Roadmap

Development

Our Path Today…

Strategic IT Roadmap

Methodology

IT

Infrastructure

Discovery

Baseline and

Analysis

Identifies the

current state

at the IT

resource level

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

• Stand-alone assessments

(or)

• Ongoing monitoring results

The first step is to

understand the

current state

Use Kaseya to discover the

IT Resource Inventory


Use Kaseya to assess

IT System Health


Utilization

Uptime History

Current Patch Levels


Warranty

(usability)

Availability

Management

Capacity

Management

Information

Security

Management

IT Service

Continuity

Management

Current State

Assessment


Methodology

IT Infrastructure

Discovery

Baseline and

Analysis

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

Current State

Assessment

Business Goals

and Objectives

Planned

Business

Initiatives

Critical

Business

Processes

Current IT

Challenges

Business Requirements

Discovery

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

Business Goals

and Objectives

Planned

Business

Initiatives


Discovery

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt


Discovery

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

Critical

Business

Processes


Discovery

Current IT

Challenges

Address:

• IT Capabilities (“Service Portfolio”)

• Availability

• Capacity

• Security

• Service Continuity

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

Business Goals

and Objectives

Planned

Business

Initiatives

Critical

Business

Processes

Current IT

Challenges


Development

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

IT Support for

Vital Business

Processes

IT Strategies to

Address Gaps

Roadmap for

new

IT capabilities

IT Budget

supporting the

Roadmap


Development

IT Plan • Business environment

• IT services & capabilities

• IT impacts and risks

• IT strategies for gaps

IT Roadmap

• Time-based view of IT

capability recommendations

• IT asset life cycle view

IT Budget

• Capital expenditures based

on the IT Roadmap

• Operational costs

IT Infrastructure

Discovery

Baseline and

Analysis

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

Current State

Assessment


Development

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

IT Support for

Vital Business

Processes

Build IT Roadmap

to support these

strategies UTILITY


Development

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

IT Strategies to

Address Gaps

• Availability

• Capacity WARRANTY

• Security

• Service Continuity


Development

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

Roadmap for

new

IT capabilities

Align

IT capabilities to

business initiatives

Timeline for

migration to cloud

solutions

Critical Business Process

Business Initiatives

Timeline for IT Services


Development

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

Roadmap for

new

IT capabilities

Align

IT resource lifecycle

to the roadmap

Technology Lifecycle

Management


The roadmap is the

planning tool for

Technology Lifecycle

Management

• Upgrades

• Refreshes

• Retirements

• Deployments

• Migrations

Align IT asset

lifecycles to

the service portfolio

roadmap Asset &

Configuration

Management

Service

Portfolio

Management

Use Kaseya Asset Data for

IT Lifecycle Management


System

Specifications

Installed Applications


Development

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

IT Budget

supporting the

Roadmap

Start with specific

recommendations to

support the strategy


Development

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

IT Budget

supporting the

Roadmap

Combine

recommendations

with ongoing

expenses

Roadmap Review and

Management

Program Management of

Strategic IT Roadmap Initiatives

Institutionalizes

Strategic IT Planning

Business

Requirements

Discovery

Strategic IT

Roadmap

Development

Strategic IT

Roadmap Review

and Mgmt

Initial Review

and Approval

Quarterly Plan

Review and

Update

Annual Plan

Refresh

IT Plan IT Roadmap IT Budget

Update

as required


• Help your clients see through

the fog to the road ahead

Cement your relationship with clients

through a Strategic IT Roadmap

• Protect your Managed Services

revenue from poachers

• Become the ongoing Program

Manager for the plan

You Own the Plan!

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

Synchronize the technology

lifecycle with business

changes

With alignment on a competitive

strategy


Customer Value

Business Value

Results: Competitive Advantage

Effort is aligned to meet a common goal

Product Management

& Solution

Development

Marketing &

Sales

Project Management

Purchasing Engineering &

Integration Managed Services

Break / Fix Maintenance

Solution Provider Value Chain

55 Copyright © 2012 AntFarm, Inc.

• Do you have value-based service strategy for differentiation and client

retention?

• Is you value chain aligned with your

strategy, ensuring everyone has the

same priorities?

• Are you prepared to consistently

deliver on that strategy?

• If not, what are you doing about it?

Questions for you…

Strategic IT Planning Bundle


Continual Service Improvement


Discovery

09a

Continual Service ImprovementStrategic IT Plan Development

09b

Continual Service Improvement

Strategic IT Plan Review and

Management

09c3 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 Session Review 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)

Promotion Code: Kaseya12

Next Steps

• Learn more about AntFarm www.serviceblueprinting.com

• Learn more about Kaseya for MSPs www.kaseya.com/msp

• For a free live product demo www.kaseya.com/demo

• For a free trial www.kaseya.com/freetrial

• To speak with us www.kaseya.com/contactme

57

Just for MSPs blog.kaseya.com/blog/category/msp

@kaseyacorp /company/kaseya /KaseyaFan community.kaseya.com

MSP Best Practice | Using Strategic IT Roadmaps to Get More Contracts

Technology

Transcript of MSP Best Practice | Using Strategic IT Roadmaps to Get More Contracts