MSP-04e » Scheduled Dispatch

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

IT management capabilities have evolved to the point where many IT service requests can be resolved remotely, without the need for dispatching an engineer to the client's site. However, many types of service requests require an on-site presence for resolution. Additionally, some recurring maintenance tasks require a physical presence. Scheduled on-site visits provide the opportunity for "high-touch" support to the client's users, enhancing their productivity and at the same time the provider's visibility to the client. In many instances, tasks performed during these visits are part of a continuing effort to ensure that IT meets the needs of the client's users. It is imperative, however, that on-site services be delivered as efficiently as possible to minimize cost.

MSP Module 04e, Scheduled Dispatch, provides the process framework for schedule confirmation, visit preparation, on-site maintenance tasks, and resolution of client service requests. Throughout this process module, the focus is on managing to the dispatch schedule and effectively communicating with the client.

This module consists of the Module Overview Diagram plus 8 pages of detailed process maps personalized for your company.

Benefits
Components
  • Enhanced value for IT through high-touch support to your client's users
  • Increased billable time resulting from additional work identified while on site
  • Comprehensive preparation for the on-site visit resulting in less wasted time and effort

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:

  • Restore service following a routine incident in a timely manner, based on incident priority
  • Fulfill client service requests requiring an on-site presence accurately and in a timely manner
  • Avoid unscheduled downtime through proactive on-site maintenance

At the onset of this process:

  • Dispatcher has assigned service ticket to a Field Engr (or)
  • Field Engr has open tickets remaining from prior visit
  • Proactive on-site maintenance tasks are scheduled for this client
  • Client expectations for response have been set
  • Site visit and facility access has been coordinated with the client
  • Client approval obtained for the dispatch (if required)

Upon completion of this process:

  • For Incidents: Service has been restored and tested
  • For Service Requests: Work on service request is complete
  • For Scheduled Maintenance Tasks: Task results are documented and new Service Tickets are initiated for exception results
  • Verification has been attempted with the client
  • Service ticket notes and status have been updated and time entered

This process module includes these sub-processes:

  • 04e.01 Schedule Confirmation
  • 04e.02 Preparation
  • 04e.03 Check-In
  • 04e.04 Scheduled Maintenance Tasks
  • 04e.05 Scheduled Incidents and Service Requests
  • 04e.06 Check-Out
  • 04e.07 Ad-Hoc Service Requests
  • 04e.08 Schedule Management

These metrics and KPIs provide an indication of process performance:

  • Client Satisfaction - Service Tickets
  • Proactive Task Compliance
  • Average Time Logged on Service Tickets (by type)
  • Service Ticket Reopen Rate
  • Service Ticket Resolution SLA Compliance
  • Service Ticket Resolution Time
  • Service Ticket Response SLA Compliance
  • Service Ticket Response Time

Process Overview Diagram