MSP-05c » Server Management

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

A cornerstone element of Managed Services is the assurance provided to clients that their IT infrastructure will continue to operate at peak performance. Comprehensive management of client systems requires both automated monitoring and analytical tasks performed by the service team to evaluate monitoring results and take the necessary corrective action.

MSP Module 05c, Server Management, provides the blueprint for the integration of people, process, and tools to ensure that proactive actions result in optimum performance and uninterrupted operation of the client's servers. Analysis tasks include identification of risks relating to availability, capacity, security, and service continuity and proactive recommendations in response to these risks.

This module consists of the Module Overview Diagram plus 6 pages of detailed process maps personalized for your company.

Benefits
Components
  • Consistent and repeatable approach to proactive management - less non-value-add effort
  • Fewer service interruptions for the client through proactive incident avoidance
  • Better alignment of IT capabilities with the business as a result of proactive planning

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:

  • Perform routine tasks necessary to ensure optimum performance and uninterrupted operation of the client's servers
  • Implement planned changes in a controlled manner, minimizing risk
  • Identify and take corrective action, when warranted, to avoid a service failure
  • Proactively plan for system changes to align with future business needs

At the onset of this process:

  • Service activation is complete for server management and related service offerings
  • Proactive service tickets are generated through Event Management for warning or informational events
  • Recurring service tickets are generated for proactive server management tasks
  • Change service ticket has been initiated for a modification to the server configuration
  • Preparation for the Quarterly Service Review or Strategic IT Planning has begun

Upon completion of this process:

  • Proactive Server Management tasks are complete and exceptions are documented in a Proactive Service Ticket
  • Proactive and Change service tickets for the server have been resolved and tested
  • Change Management is closed out, when required
  • Problem service ticket is initiated when proactive corrective actions could apply to more than one server or client
  • The Asset and Configuration Database is updated with the results of system changes or proactive corrective actions
  • Technical input for the Quarterly Service Review or Strategic IT Planning is complete

This process module includes these sub-processes:

  • 05c.01 Proactive Actions Triggered By Monitoring Events
  • 05c.02 Proactive Server Management Tasks
  • 05c.03 System Changes and Proactive Corrective Actions
  • 05c.04 Proactive Planning for Servers

These metrics and KPIs provide an indication of process performance:

  • Aged Proactive Service Ticket Backlog
  • False Negative Event Rate
  • False Positive Event Rate
  • Patch Level / Firmware Compliance
  • Proactive Task Compliance
  • Scheduled and Unscheduled Downtime
  • System Availability

Process Overview Diagram