MSP-08b » Quarterly Service Review

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

The Quarterly Service Review is an important recurring event that serves two primary objectives: (a) it is a venue for reviewing the current state of the client’s IT infrastructure and addressing risks and shortfalls, and (b) the session is a prime opportunity to reinforce the client’s perception of provider value through a review of the service levels delivered.

MSP Module 08b, Quarterly Service Review, provides a framework for preparation and facilitation of the review.  Preparation includes an analysis of the health of the client’s IT systems and identification of recommendations to address risks. Prior to the session, a summary of service levels provided is also compiled. During the session, these documents are reviewed with the client in a discussion focused on ensuring that IT is meeting the current needs of their business.

This module consists of the Module Overview Diagram plus 5 pages of detailed process maps personalized for your company.

Benefits
Components
  • Your client has a plan to address current risks in their IT environment
  • Your client has a greater appreciation for the value of your services

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:

  • Ensure that the client's IT systems are meeting the current needs of the business for availability, capacity, information security, and IT service continuity
  • Ensure that IT support and management service levels are meeting the current needs of the business and that the client is getting the optimum benefit from the service
  • Provide recommendations for mitigating IT risks and for addressing gaps in IT capability

At the onset of this process:

  • Service Activation is completed
  • Initial quarterly review scheduled at Client Service Kickoff
  • Recurring quarterly reviews scheduled at conclusion of each review
  • Preparation work begins approximately 2 weeks prior to scheduled review date

Upon completion of this process:

  • Current system health and service performance levels have been reviewed with the client
  • Action items for remediation of in-scope system or service delivery issues have been initiated
  • Proposals / quotes provided for out-of-scope recommendations
  • Proposals / quotes provided for maintenance coverage changes
  • Client has agreed to resolve financial issues (aged A/R)
  • Risk status has been updated based on the session results
  • Strategic IT Plan and Roadmap have been updated with client feedback and the current status of initiatives (when strategic consulting is included)

This process module includes these sub-processes:

  • 08b.01 System Health and Performance Analysis
  • 08b.02 Technology Lifecycle Assessment
  • 08b.03 Service Level Analysis
  • 08b.04 Internal Review and Quote Preparation
  • 08b.05 Quarterly Service Review
  • 08b.06 Quarterly Review Follow-up

These metrics and KPIs provide an indication of process performance:

  • Attachment Rate for Add-On Sales
  • Client Adoption Rate for Recommendations
  • Client Satisfaction - Periodic Relationship Survey
  • Client Spend-share Growth Rate
  • Quarterly Service Review On-time Completion Rate

Process Overview Diagram