MSP-05a » Systems Mgmt Optimization

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Remote Monitoring and Management (RMM) tools dramatically improve the availability and performance of IT systems while lowering management costs. Many service providers combine the use of these automated tools with proactive checks by systems analysts to manage their client’s information technology systems. To achieve the maximum benefit, a comprehensive technology management plan is required to ensure that automated tools and manual analytical tasks are synchronized and consistently applied.

MSP Module 05a, Systems Management Optimization, provides a thorough, step-by-step approach for designing a technology management plan (referred to as the “System Health Protocol”) for each managed technology. The module begins with specification of technology management requirements, followed by the determination of how the requirements will be met – whether through automated or manual tasks. It includes steps for automated profile and template development and their validation in a proactive management pilot.

This module consists of the Module Overview Diagram plus 9 pages of detailed process maps personalized for your company.

Benefits
Components
  • Better visibility into how client systems are managed
  • Improved availability and performance for client systems
  • Improved consistency and reduced cost in managing client systems

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:

  • Increase the effectiveness of proactive management
  • Reduce the cost of proactive management delivery
  • Improve the consistency of service activation for proactive management

At the onset of this process:

  • A new or updated proactive technology management plan is required
  • (or) New or updated proactive script or monitoring profile is required
  • (or) Monitoring profiles must be tuned for more effective alerting

Upon completion of this process:

  • New or updated proactive technology management plan is Live
  • Proactive scripts, monitoring profiles, checklists, and job aids are complete
  • Engineers have been trained on the technology management plan
  • Service Blueprints and service activation project plan are updated and posted to the Service Process Portal
  • New proactive scripts or monitoring profiles have been applied to managed systems (when appropriate)

This process module includes these sub-processes:

  • 05a.01 Proactive Management Design
  • 05a.02 Proactive Management Rollout
  • 05a.03 Script and Profile Development
  • 05a.04 Proactive Management Tuning

These metrics and KPIs provide an indication of process performance:

  • Activation Issues
  • Proactive Management Costs Per Managed Device
  • False Negative Event Rate
  • False Positive Event Rate
  • Patch Level / Firmware Compliance
  • Proactive Task Compliance
  • Scheduled and Unscheduled Downtime
  • System Availability

Process Overview Diagram