MSP-05d » Device Management

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Maximizing the performance, reliability, and manageability of the client’s desktops, laptops, and other user devices is essential for achieving workforce empowerment and productivity goals. Comprehensive desktop management requires both automated management and analytical tasks performed by the service team to optimize the end-user computing experience.

MSP Module 05d, Device Management, provides the blueprint for the integration of people, process, and tools to ensure that the client’s devices continue to meet performance requirements and satisfy other business goals. In addition to routine management tasks, the workflow in this module includes periodic review of device-related service tickets for opportunities to improve the end-user computing experience. The module also addresses update of the client’s Device Policy to ensure that it continually evolves to meet the business needs.

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

Benefits
Components
  • Optimized end-user computing experience for your clients
  • Device policy aligns with the needs of the business

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 the routine tasks necessary to ensure optimum performance and reliability of client user devices
  • Identify and take corrective action, when warranted, to avoid device problems
  • Keep the client's Device Policy aligned with the needs of the business
  • Proactively plan for device lifecycle management

At the onset of this process:

  • Service activation is complete for device 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 device management tasks
  • Change service ticket has been initiated for a modification to a device configuration
  • Preparation for the Quarterly Service Review or Strategic IT Planning has begun

Upon completion of this process:

  • Proactive Device Management tasks are complete and exceptions are documented in a Proactive Service Ticket
  • Proactive and Change service tickets for devices 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 device or client
  • The client's Device Policy has been updated to reflect the current needs of the business
  • Technical input for the Quarterly Service Review or Strategic IT Planning is complete

This process module includes these sub-processes:

  • 05d.01 Proactive Actions Triggered By Monitoring Events
  • 05d.02 Proactive Device Management Tasks
  • 05d.03 Device Changes and Proactive Corrective Actions
  • 05d.04 Client Device Policy Review and Update
  • 05d.05 Proactive Planning for Devices

These metrics and KPIs provide an indication of process performance:

  • Client Satisfaction - Periodic Relationship Survey
  • Proactive Management Costs Per Managed Device
  • Device Policy Compliance
  • Patch Level / Firmware Compliance
  • Proactive Task Compliance
  • Service Tickets Resulting from Improper Changes

Process Overview Diagram