MSP-05e » Patch Management

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

The widespread deployment of malicious software targeting vulnerabilities in IT systems, and the accompanying risks for system outages and data compromise, have dramatically increased the visibility and importance of a sound Patch Management program. Patch Management has become a staple of proactive systems management to address these risks. Systems management vendors and their toolsets have reduced the effort required for patch management and improved its effectiveness. However, a Patch Management program is only as effective as manual processes for patch review, approval, and consistent deployment oversight.

MSP Module 05e, Patch Management, defines the workflow for assessing the applicability and risk associated with patches and updates and planning for their deployment. This module also includes workflow, integrated with the automated toolset, for update deployment, whether automated, scripted, or manual.

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

  • Client systems are maintained at recommended software levels
  • Issues that are fixed by the application of patches and updates are prevented
  • Incidents resulting from improperly applied patches 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
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Maintain client system patches and updates at recommended levels
  • Prevent issues that are fixed through patches and updates
  • Reduce incidents resulting from improperly applied updates
  • Identify and resolve patching issues in a timely manner

At the onset of this process:

  • Service activation complete, initial software baseline established
  • New update issued by software vendor
  • Patch management vendor has reviewed the update and performed preliminary testing
  • Resolution for a problem service ticket is application of an update
  • Recurring service ticket for patch planning is trigger to start the process

Upon completion of this process:

  • Client IT systems (servers, desktops, and network) are compliant with recommended levels for updates
  • Configuration database is updated with current software levels

This process module includes these sub-processes:

  • 05e.01 Update Identification and Assessment
  • 05e.02 Update Deployment Planning
  • 05e.03 Automated Update Deployment
  • 05e.04 Manual Update Installation
  • 05e.05 Urgent Update Deployment

These metrics and KPIs provide an indication of process performance:

  • Patch Install Failure Rate
  • Patch Level / Firmware Compliance
  • Scheduled and Unscheduled Downtime
  • Unscheduled Downtime From Changes

Process Overview Diagram