MSP-01b » Service Kickoff

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Service engagements are successful only when the delivered outcomes match client expectations. Frequently, the nature of the sales process does not permit a comprehensive review of the service and how it will be delivered. As a result, the first major activity for ramping up a new client must be to ensure that the client understands the offering in depth.

MSP Module 01b, Service Kickoff, provides the process framework for setting a new client's expectation for service outcomes, delivery methodology, and service levels for Managed Services. The kickoff session includes a detailed review of each service offering included in the agreement and a discussion of the relevant policies and procedures, such as change management and service request fulfillment. Following the kickoff is a technical discovery session aimed at obtaining a thorough understanding of the customer's environment. Comprehensive discovery of the existing environment and IT management practices is essential for effective proactive management and planning.

This module consists of the Module Overview Diagram plus 7 pages of detailed process maps personalized for your company.

Benefits
Components
  • Accurate client understanding of the Managed Services delivery model
  • Agreement on key policies and procedures for IT management
  • In-depth knowledge of the client's IT environment for flawless Service Activation

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Set client expectations for managed services features, delivery methodology, and service levels
  • Obtain client policy and technical information necessary for service activation
  • Obtain client approver and user information necessary for service desk setup
  • Coordinate the schedule for service activation

At the onset of this process:

  • Transition from sales is complete
  • Agreement has been set up in back office systems
  • Service Kickoff Meeting has been scheduled

Upon completion of this process:

  • Client Kickoff Session has occurred and Technical Discovery is complete
  • All discovery documentation is complete
  • Quarterly reviews are scheduled
  • Remediation project kickoff is scheduled (if contracted)
  • Audits are scheduled (if appropriate)
  • Managed Services agreement has been updated to reflect coverage of client systems identified during discovery (if appropriate)

This process module includes these sub-processes:

  • 01b.01 Service Kickoff Session
  • 01b.02 Technical Discovery
  • 01b.03 Discovery Follow-up
  • 01b.04 Desktop Policy Completion

These metrics and KPIs provide an indication of process performance:

  • Activation Issues
  • Client Adoption Rate for Service Procedures
  • Client Satisfaction - Service Activation
  • On-time Activation Rate

Process Overview Diagram