5 Secrets To Improve ITSM Profitability

5 Secrets for MSP’s to Improve

ITSM Profitability26 January 2017

Presented By:Micah Garside-White & Rich

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• Service Management vendor focused on Managed Service Provider’s (MSP)

• Headquartered in San Jose, CA with offices in India, Brazil and China

• ServiceAide acquired the CSM technology from CA Technologies in 2016

• Cloud Service Management (CSM) tool was originally developed by an MSP for MSP’s

Who Is ServiceAide?

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Cloud Service Management

• Service Desk & Service Catalog• Configuration Management• Asset Discovery & Management• IT Project Management• Multi-channel support- email, mobile,

web & phone• Support for 11 languages

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Secret #1: Be Amazon not the Pentagon

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#1-Be Amazon not the Pentagon

• Productize the Catalog• Eliminate conditional branching from the Process Workflow• Leverage existing data to enhance end user experience• Collect all the information needed in the least number of clicks

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#1- Productize the Catalog

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Secret #2: Be the Henry Ford of IT

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• Process Workflow is serialized and outlines the lifecycle of a ticket; Task Management is parallelized and outlines the elemental steps of the Service Delivery process.

• Use Task Management to model your process and let the ITSM tool deliver out of box value.

• Eliminate the need for Tribal Knowledge in your Analysts• Analysts take care of the tasks and the tool takes

care of the ticket

#2- Be the Henry Ford of IT

Identify computer from inventory

Baseline Computer Update Asset recordTo provisioning

Update CI record to reflect baseline configuraiton

Order New Computer

Update Anti-VirusPatch system

Ship Computer

Receive Computer

Package Peripherals

Deliver and install Computer

Update Asset Record to Shipped

Update Asset Record to Received

Update Asset Record to In Use Done

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Secret #3: Use the Data Luke

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• Use a Best In Class Business Intelligence platform to deliver insight without a DBA

• Regularly Scheduled reports are an event trigger for analysis by leadership

• Do, or do not.• Threshold based reporting on Incidents can find Problems• Service health is defined by the Incidents and Problems• Service relevancy is defined by Requests• Productivity is defined by more than the hours an analyst logs• Profession development training on the hard tasks• Automate the expensive tasks

#3- Use the Data, Luke

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Business Intelligence

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Secret #4: Create an Agile Service Catalog

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• The catalog is a living ecosystem where new items must evolve and unused items must be retired.

• New items drive quicker and more efficient work.• Faster service delivery makes for happier and more invested

customers.• The system has all the information needed to identify the

Services that have the highest use or slowest MTTR.

#4-Create an Agile Service Catalog

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Service View

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Secret #5: Just do it

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• Programs are highly efficient at composing and transmitting Web Service calls

• Analysts are highly efficient at identifying and solving dynamic issues• Technology changes and work is disposable• Fire Web Service calls from the solution and have analysts resolve the

failures

#5- Just Do It

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The Robots are coming

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Built for your Bottom Line

Industry leading total cost of ownershipSingle price for all functionality, no cost upgrades, less than 1 full time

admin

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Accelerate Time to Value

Get immediate value out of your investment with simple onboarding, multi-tenancy and drag and drop workflow creation

• Get to know ServiceAide and Cloud Service Management

• Sign up for a 30 day free trial at ServiceAide.com

• Check out our Customers and previous Webinars

• Feel free to contact us at [email protected]

Summary

[email protected]

www.serviceaide.com

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Questions & Answers