MSP-11a » Client Service Closeout

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

(Module 11a, Client Service Closeout is one of two process modules that work in tandem to document the Service Cancellation processes. The other module is 11b, Service Deactivation.)

In spite of the provider's best efforts, some clients may determine that they want to cancel their service agreement. In other cases, it is necessary to “fire” clients. In either event, it is important for Managed Services Providers to have a consistent process for service cancellation that gracefully transfers system administration responsibility back to the client. In many cases, clients will return at a future date if the cancellation process is smooth and non-adversarial.

MSP Module 11a, Client Service Closeout, describes the client interaction during service termination. The initial emphasis is on understanding the reasons for cancellation and setting the stage for initiating a SIP program to retain the client (module 8e, Service Improvement Program). If service recovery fails, module 11a outlines a Service Closeout session to set expectations for the termination process followed by an Open Ticket Review session to determine the disposition of open tickets. Finally transition of system administration responsibility occurs during a Service Deactivation session. (Backstage technical deactivation is documented in module 11b.)

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

Benefits
Components
  • A consistent approach for service cancellation is applied to all agreement terminations
  • Underlying reasons for cancellation are understood; structured approach for service recovery is followed
  • Smooth transition for system administration responsibilities if termination is appropriate

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:

  • Understand the rationale for cancellation and attempt to retain client
  • Address the client's open service tickets in a timely manner, either through cancellation or completion
  • Facilitate a smooth transition of system administration responsibility to the client

At the onset of this process:

  • Client sends cancellation notice for the service (or)
  • Solution provider is evaluating termination of the client agreement (or)
  • Mutual decision to terminate the agreement with the Client

Upon completion of this process:

  • Open service tickets have either been completed or canceled
  • Client has received system administration credentials and a copy of system backup data
  • Client has responsibility for systems administration

This process module includes these sub-processes:

  • 11a.01 Internal Retention Assessment
  • 11a.02 Service Closeout Meeting
  • 11a.03 Open Ticket Review
  • 11a.04 Service Deactivation Session

These metrics and KPIs provide an indication of process performance:

  • Deactivation Issues
  • Client Retention Rate
  • Client Return Rate

Process Overview Diagram