MSP-01c » Service Activation

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Repeatable, error-free delivery of a managed service offering is contingent upon meticulous activation of each element of the service delivery infrastructure. The Service Desk must be made aware of client-specific entitlements, contacts, and service levels. Monitoring and management systems must be accurately configured to proactively maintain the health of client systems and to alert properly when system parameters are out of tolerance. When service activation is not performed completely, there is a very good chance that a service failure will occur at some point down the road.

MSP Module 01c, Service Activation, provides the process framework for setting up all aspects of the service delivery infrastructure for the new client. It includes adding new client information and entitlements to the service desk management system, configuring the automated systems managing each covered technology, and knowledge transfer to the service delivery team on the specifics of the new client. Upon conclusion of the activation process, this module includes workflow for end-user familiarization with the service and a "go-live" call confirming activation with the client.

This module consists of the Module Overview Diagram plus 22 pages of detailed process maps personalized for your company.

Benefits
Components
  • Fewer post-live issues
  • More timely managed service activation
  • Greater client satisfaction with the activation process

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:

  • Complete technical activation for all contracted services
  • Educate client end users and key contacts on the service
  • Familiarize the managed services team with the client and their IT environment
  • Obtain client signoff for service go-live

At the onset of this process:

  • Client Kickoff Meeting and Technical Discovery have occurred
  • Client Data Workbook is complete
  • Activation schedule has been coordinated with the client
  • 3rd party products and services necessary to deliver Managed Services to the client are on order

Upon completion of this process:

  • Service Activation Call is completed
  • Client is ""Live"" on all Managed Services offerings
  • End-user Service Introduction session has occurred (if appropriate)

This process module includes these sub-processes:

  • 01c.01 Remote Connectivity Setup
  • 01c.02 Service Desk Setup
  • 01c.03 Server Management Setup
  • 01c.04 Desktop Management Setup
  • 01c.05 Power Management Setup
  • 01c.06 Backup Management Setup
  • 01c.07 Malware Management Setup
  • 01c.08 Network Management Setup
  • 01c.09 Firewall Management Setup
  • 01c.10 Print Management Setup
  • 01c.11 Asset and Configuration Management Setup
  • 01c.12 Internal Knowledge Transfer
  • 01c.13 End-user Service Introduction
  • 01c.14 Service Activation Call

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