MSP-11b » Service Deactivation

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

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

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 technical deactivation of services.

MSP Module 11b, Service Deactivation, describes backstage administrative closeout and technical deactivation during service termination. (Onstage client interaction during service termination is documented in module 11a.) Service deactivation is triggered by completion of the Service Closeout session (occurring in module 11a). Module 11b documents processes for agreement closeout, systems management deactivation, and transition of hosted services to the client’s service provider. It also includes a section on service desk closeout. Finally, the module includes a lessons-learned discussion to identify delivery changes to avoid future cancellations.

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

Benefits
Components
  • A consistent approach for technical deactivation is applied to all agreement terminations
  • Lingering issues following service cancellation are reduced

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:

  • Closeout the service agreement in internal systems
  • Fully deactivate systems management and recover licenses for future use
  • Transfer hosted services to 3rd party providers
  • Provide the client with the necessary systems management credentials
  • Identify lessons learned to avoid service cancellations in the future

At the onset of this process:

  • Service Closeout session has occurred (module 11a Client Service Closeout)
  • Service Deactivation project has been initiated and assigned to the Activation PM
  • Activity has been created for accounting for agreement termination

Upon completion of this process:

  • Managed services agreement has been closed out in all provider systems
  • Systems management has been deactivated for all affected client systems
  • Backup management has been deactivated for all affected client systems; a copy of the backup data has been provided to the client
  • Hosted services have been transferred to 3rd party providers, where appropriate
  • Final IT asset and system health reports have been provided to the client
  • System administration credentials have been provided to the client
  • Final invoice for services has been provided to the client
  • The service desk team is aware that affected services have been deactivated for the client
  • Lessons learned from the service cancellation have been captured

This process module includes these sub-processes:

  • 11b.01 IT Asset Inventory Management
  • 11b.02 Agreement Closeout
  • 11b.03 Systems Management Deactivation
  • 11b.04 Backup Deactivation
  • 11b.05 Hosted Services Transition
  • 11b.06 Service Desk Closeout
  • 11b.07 Lessons Learned and Project Closeout

These metrics and KPIs provide an indication of process performance:

  • Deactivation Issues
  • Client Return Rate

Process Overview Diagram