MSP-10c » Risk Management

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Clients expect Managed Service Providers to proactively avoid adverse business impacts caused by IT. Proactive management involves identifying current issues and predicting future potential problems - risks - and then taking action to avoid the impact. The Risk Management process seeks to increase awareness of IT risks for the client and to develop responses which reduce the likelihood and impact of potentially adverse events.

MSP Module 10c, Risk Management, describes the continuous identification, assessment, and response to risks surfaced in the client environment. The Risk Management process begins at client onboarding with a knowledge transfer from sales and a review of risk management procedures during the kickoff session. Once a risk is identified, a structured program of analysis, response planning, and response implementation ensures that the risk is effectively managed. Open risks to IT systems are reviewed during the Quarterly Service Review.

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

Benefits
Components
  • Client has an increased awareness of risks in the IT environment and their potential impact
  • The likelihood and impact of issues resulting from potential risks is reduced
  • A consistent approach to risk management is applied throughout the client relationship

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:

  • Raise awareness of risks in the client's IT environment so they can be managed
  • Decrease the likelihood and impact of events which could adversely impact IT services
  • Apply a consistent approach to risk management throughout the client relationship
  • Limit the solution provider's exposure due to unmanaged risks

At the onset of this process:

  • Managed services contract signed and Sales to Services Transition Call scheduled (for initial risk identification)
  • Managed services activation complete (for ongoing risk identification and management)

Upon completion of this process:

  • Open risks, their potential impact, and recommended responses have been reviewed with the client
  • Risk responses have been implemented where approved
  • Identified risks are being monitored
  • Risks which are no longer a threat are retired from the Risk Register

This process module includes these sub-processes:

  • 10c.01 Client Onboarding
  • 10c.02 Risk Identification
  • 10c.03 Risk Analysis
  • 10c.04 Risk Response Planning
  • 10c.05 Response Implementation
  • 10c.06 Monitoring and Control
  • 10c.07 Quarterly Service Review
  • 10c.08 Strategic IT Planning

These metrics and KPIs provide an indication of process performance:

  • Aged Risk Management Backlog
  • Client Adoption Rate for Recommendations
  • Clients Under Risk Management
  • Incidents Which Could Have Been Avoided Through Risk Management

Process Overview Diagram