1 Copyright © 2010 AntFarm, Inc. All Rights Reserved Building the Process Framework for your Managed Services
Jul 14, 2015
1Copyright © 2010 AntFarm, Inc. All Rights Reserved
Building the Process Framework
for your Managed Services
3Copyright © 2010 AntFarm, Inc. All Rights Reserved
We are Service Architects
We drive service growth for IT Solutions Providers
through improved service design and delivery
• Build in customer & solution provider value
• Base service delivery on best practices
• Employ practical methods and tools
Our Mission
4Copyright © 2010 AntFarm, Inc. All Rights Reserved
50% of Service Effort is Waste
Customers are willing to pay
for this
Required to manage the
business
WASTE!!!
• Measurement• Accounting• Invoicing
Business
Non- Value-
Add
BNVA
Non-Value-
Add
NVA
Customer
Value-Add
CVA
• Inefficiency• Rework• Setup• Travel
Bold Statement #1
Michael George, Lean Six Sigma for Service, 2003
5
Copyright © 2010 AntFarm, Inc. All Rights Reserved
Bold Statement #2
Up to 98% of Elapsed Service Time
Adds No Value to the ClientStart of
Service
Delivery
Value-
Add
Non-
Value-
Add
End of
Service
Delivery
WAIT WAIT WAIT WAIT WAIT
Adapted from: Dan Madison,
Process Mapping, Process
Improvement, and Process
Management, Paton Press, 2005
Setup & Teardown 2% to 20%
Waiting 30% to 70%
Value-Add effort 2% to 20%
Rework 20% to 50%
Travel & Shipping 10% to 30%
Testing & Inspecting 5% to 15%
6
Copyright © 2010 AntFarm, Inc. All Rights Reserved
Bold Statement #3
For Each 10% In Your Variability
Your Clients Wait Up to 40% Longer
0% 20% 40% 60% 80% 100%
System Utilization(as percent of capacity)
Qu
eu
ing
De
lay
More Work In Progress%
De
fec
ts
Resu
ltin
g D
ela
y
At high utilization,
process delay
increases
dramatically with
defects & rework
8Copyright © 2010 AntFarm, Inc. All Rights Reserved
Our objective today:
Introduce you to concepts to help you…
• Take a structured approach to
developing your Managed Services
processes
• Link the value proposition to service
delivery
• Institutionalize the processes so
that you achieve the required results
9Copyright © 2010 AntFarm, Inc. All Rights Reserved
Two Sources of ROI from this approach:
• TOP LINE: Increased sales of services through a stronger value proposition
• BOTTOM LINE: Better return for your services capital $$ through more efficient operations
Increase demand
Improve sell price
REV
Manage capacity
Use less expensive resources
Reduce waste
OI
10Copyright © 2010 AntFarm, Inc. All Rights Reserved
Service
Call
Intake
Patch
Management
Service
Activation
Incident
Management
Backup
Management
Event
Management
Quarterly
Business Review
Change
Management
Request
Fulfillment
Emergency
Dispatch
Service
Ticket
Closeout
Anti-Virus
Management
Escalation
Management
Managed Services
Delivery Cloud
11Copyright © 2010 AntFarm, Inc. All Rights Reserved
Service
Call
Intake
Patch
Management
Service
Activation
Incident
ManagementQuarterly
Business Review
Change
Management
Request
Fulfillment
Emergency
Dispatch
Service
Ticket
Closeout
Anti-Virus
Management
Escalation
Management
“Raisin Pudding”
Process Model
With apologies to J.J. Thomson's
'Raisin Pudding' model of atomic structure
Event
Management
Backup
Management
Challenges with little or no process
• Inconsistent service results > low client satisfaction
• Variability in service delivery > high cost
• Employee satisfaction issues
• No foundation for growth
12Copyright © 2010 AntFarm, Inc. All Rights Reserved
13Copyright © 2010 AntFarm, Inc. All Rights Reserved
Service Design is the key
to Service Value
Lynn Shostack, “Designing Services that Deliver”,
Harvard Business Review, Jan/Feb 1984
“Better Service Design provides
the key to market success, and
more importantly, to growth”
Lynn Shostack, Harvard Business Review
14Copyright © 2010 AntFarm, Inc. All Rights Reserved
4 Steps to a Process Framework
Establish theValue
Proposition
Design theService
Architecture
Engineerthe Process
Modules
DeployThe
Processes
1 2 3 4
IMPROVE
Service Blueprinting
framework
15Copyright © 2010 AntFarm, Inc. All Rights Reserved
4 Steps to a Process Framework
Establish theValue
Proposition
Design theService
Architecture
Engineerthe Process
Modules
DeployThe
Processes
1 2 3 4
IMPROVE
Service Blueprinting
framework
Establish the Value Proposition
16Copyright © 2010 AntFarm, Inc. All Rights Reserved
“Don’t Worry, Be Happy,
We’ve got you covered”
Doesn’t provide
the proper
foundation for
Service Design
Establish the Value Proposition
17Copyright © 2010 AntFarm, Inc. All Rights Reserved
Determine the
Business Objectives
for the service
Outline the client
needs to be satisfied
Specify the outcomes
you will deliver to
satisfy the needs
“Improve the availability and performance
of the client’s IT infrastructure, reducing
the impact of IT problems”
“Align IT capabilities to the needs of the
business, ensuring the greatest ROI on
the client’s IT spending”
“Improve the availability and performance
of the client’s IT infrastructure, reducing
the impact of IT problems”
Establish the Value Proposition
18Copyright © 2010 AntFarm, Inc. All Rights Reserved
Determine the
Business Objectives
for the service
Outline the client
needs to be satisfied
Specify the outcomes
you will deliver to
satisfy the needs
Keep the client’s IT systems in compliance
with vendor software updates
Resolve outages quickly, when they do
occur
Avoid unintended consequences from
changes to IT systems
availability
“Improve the availability and performance
of the client’s IT infrastructure, reducing
the impact of IT problems”
Resolve outages quickly, when they do
occur
Establish the Value Proposition
19Copyright © 2010 AntFarm, Inc. All Rights Reserved
Determine the
Business Objectives
for the service
Outline the client
needs to be satisfied
Specify the outcomes
you will deliver to
satisfy the needs
Service Desk to receive client service calls
Remote incident resolution to restore
service
Emergency dispatch when on site
presence is required
availability
Customer Needs Analysis
20Copyright © 2010 AntFarm, Inc. All Rights Reserved
Keep the client’s IT systems in compliance with
vendor software updates
Resolve outages quickly, when they do occur
Avoid unintended consequences from changes
to IT systems
Ensure that the client’s data is backed up to
enable recovery within required service levels
Service Desk to receive client service calls
Remote incident resolution to restore service
Emergency dispatch when on site presence is required
Server patch application and verification
Patch review for applicability and risk
Desktop patch application and verification
Problem management process for patch issues
Change management process
Central (or online) backup system
Backup monitoring and alerting on backup issues
Backup issue resolution
24 x 7 Monitoring and event management
Customer Needs Service Results
Compelling
Value Proposition
originates here
!!!
Customer Needs Analysis
21Copyright © 2010 AntFarm, Inc. All Rights Reserved
Keep the client’s IT systems in compliance with
vendor software updates
Resolve outages quickly, when they do occur
Avoid unintended consequences from changes
to IT systems
Ensure that the client’s data is backed up to
enable recovery within required service levels
Service Desk to receive client service calls
Remote incident resolution to restore service
Emergency dispatch when on site presence is required
Server patch application and verification
Patch review for applicability and risk
Desktop patch application and verification
Problem management process for patch issues
Change management process
Central (or online) backup system
Backup monitoring and alerting on backup issues
Backup issue resolution
24 x 7 Monitoring and event management
Customer Needs Service Results
Now, you have a
foundation for
Service Design!
And…
22Copyright © 2010 AntFarm, Inc. All Rights Reserved
Don’t Worry, Be Happy,
We’ve got you covered
“Improve the availability and performance of the client’s
IT infrastructure, reducing the impact of IT problems”
“Align IT capabilities to the needs of the
business, ensuring the greatest ROI on the client’s IT
spending”
Because
we’re going
to…
By addressing
these needs of
yours…
Keep the client’s IT systems in compliance with vendor
software updates
Resolve outages quickly, when they do occur
Ensure that the client’s data is backed up to enable
recovery within required service levels
Remote incident resolution to restore service
Emergency dispatch when on site presence is required
Server patch application and verification
Patch review for applicability and risk
Problem management process for patch issues
With these
service
outcomes…
23Copyright © 2010 AntFarm, Inc. All Rights Reserved
4 Steps to a Process Framework
Establish theValue
Proposition
Design theService
Architecture
Engineerthe Process
Modules
DeployThe
Processes
1 2 3 4
IMPROVE
Service Blueprinting
framework
24Copyright © 2010 AntFarm, Inc. All Rights Reserved
Page 1AntFarm, Inc. Form 000-5015-02 Copyright © 2006 AntFarm, Inc.
Procedure Notes
Task / Activity
Functional Area Service / Procedure Owner
Service ID Service TitlePhase / Process
Effective Date
• [none]
Techniques
• Vendor config web site
• Design template
Tools
• Review customer responses for completeness and compliance with
recommended practices. If customer responses are incomplete or do
not comply with recommended practices contact customer and
explain deficiency
• Determine Primary Database Server configuration first, using
parameters from interview results
• Refer to System Design Guidelines for how to set specific
parameters based on customer input
• Upon completion of main database service configuration,
validate with vendor config web site
• Complete Primary Database Server portion of System
Design Specification
• Determine Backup Database Server configuration (same steps)
• Select Small, Medium, or Large Communications Server
configuration based on customer parameters and document in the
System Design Specification
• Add ancillary items (printers, workstations, etc.) per requirements
• Forward entire Design Specification document to Vendor for review
• Finalize System Connectivity Diagram in Design Specification
document
• Forward System Design Specification to Engr Mgr for review
Steps & Guidelines
• Vendor review of configuration
• Engineering manager review of
System Design Specification
Control
• Defects identified in Vendor review
•
Measure
Prepare
detailed design
Engr
Coordinate design review
Engr
Gather rqmts & specs
Engr
System Design Guidelines
Customer has responded to
interview
System Design Specification
Vendor has reviewed
configuration
Prepare detailed design 300-0201-01 SHM ImplementationPhase 2: System Design
Professional Services 6/30/06Engineering Manager
Interview question results
Engineering Manager has
reviewed Design Spec
Service
Architecture
Process Maps
Procedure
Descriptions
Job Aid
Three Layersof the
ProcessFramework
Copyright © 2010 AntFarm, Inc.
Transition & Activation
Transition
From Sales
Client
Service
Kickoff
Service
Activation
Client IT
Environment
Discovery
Baseline &
Analysis
Audit Results
Review
Systems Readiness Audit
Quarterly
Business
Review
Service
Improvement
Program
Negative
Feedback
Review
Technical Account Management
Asset &
Configuration
Management
Change
Management
Risk
Management
Service Control
Agreement
Management
Client Onboarding
Service
Level
Assurance
Typical “Mature”
Managed Services Architecture Service Call
Intake
Event
Management
Response
Matrix
Service Ticket Management
Service Ticket
Closeout
Service
Request
Fulfillment
Request Fulfillment and Incident Management
Tier 1
Help Desk
Support
Tier 2
Incident
Resolution
Responsive Support
Emergency
Dispatch
Escalation
Management
Scheduled
Dispatch
Problem
Management
Server &
Desktop
Management
Patch
Management
IT Systems Management
Backup
Management
Security Management
Firewall
Management
Malware
Management
Access
Management
Audits and Tests
Proactive Management
Network
Management
IT Service
Continuity
Audit
Recovery
Planning &
Testing
Proactive
Availability
Audit
Availability
Testing
System Health
& Service Level
Reporting
Queue
Management
Continual
Service
Improvement
Business
Requirements
Discovery
Strategic
IT Plan
Development
Strategic
IT Plan Review
& Management
Strategic IT Consulting
Service Cancellation
Service
Closeout
Service
DeactivationLife Cycle Diagram
Service BlueprintModule Overview Diagram
25Copyright © 2010 AntFarm, Inc. All Rights Reserved
Design the Service Architecture
The Service Life Cycle:
• Block diagram depicting the service from start to finish
• Provides a high level understanding of the service flow
• Brings organization to the underlying process modules –
it shows how they relate
26Copyright © 2010 AntFarm, Inc. All Rights Reserved
Time
Typical Implementation Life Cycle
Define Entry and Exit
conditions for each
phase:
• Service Triggers
• Boundary Conditions
for Blueprinting
• Milestones for Project
Management
Commonly
known as a
“Methodology”
Project
Initiation
System
Design
System
Build & Ship
System
Install & Test
Project
Closeout
Customer
Training
Project
ControlExitEntry
Entry Exit
Entry Exit
Entry Exit
Entry Exit
Entry Exit
Entry Exit
Delivery
Management
27Copyright © 2010 AntFarm, Inc. All Rights Reserved
Define your Managed Services Life Cycle
Service Triggers
Time
Client
Onboarding
Reactive
Support
Proactive
Management
Strategic
Consulting
Contract
Renewal
Contract
Cancellation
Entry Exit
Entry Exit
Security
ManagementEntry Exit
Entry
Entry
Entry
Entry
Entry
Exit
Exit
Exit
Exit
Exit
28Copyright © 2010 AntFarm, Inc. All Rights Reserved
Building Out the Service Architecture
Reactive
Support
ProactiveManagement
DeliveryManagement
Service
Cancellation
Client
Onboarding
Service
Desk
Patch
Management
Backup
Management
Quarterly
Business
Review
Server &
Desktop
Management
Reporting
Change
Management
Agreement
Management
Service
Deactivation
Service
Kickoff
Service
Activation
Customer Needs
Analysis results
mapped here
Request
Fulfillment
Tier 1
Help Desk
Tier 2
Incident
Response
Network
Management
Needs Results
Server patch application and
verification
Patch review for applicability and
risk
Remote incident resolution to
restore service
Use the Affinity
Diagram
Copyright © 2010 AntFarm, Inc. All Rights Reserved
Transition & Activation
Transition
From Sales
Client
Service
Kickoff
Service
Activation
Client IT
Environment
Discovery
Baseline &
Analysis
Audit Results
Review
Systems Readiness Audit
Quarterly
Business
Review
Service
Improvement
Program
Customer
Satisfaction
Program
Technical Account Management
Asset &
Configuration
Management
Change
Management
Risk
Management
Service Control
Agreement
Management
Client Onboarding
Service
Level
Assurance
Typical “Mature”
Managed Services Architecture Service Call
Intake
Event
Management
Response
Matrix
Service Ticket Management
Service Ticket
Closeout
Service
Request
Fulfillment
Request Fulfillment and Incident Management
Tier 1
Help Desk
Support
Tier 2
Incident
Resolution
Responsive Support
Emergency
Dispatch
Escalation
Management
Scheduled
Dispatch
Problem
Management
Server &
Desktop
Management
Patch
Management
IT Systems Management
Backup
Management
Security Management
Firewall
Management
Malware
Management
Access
Management
Audits and Tests
Proactive Management
Network
Management
IT Service
Continuity
Audit
Recovery
Planning &
Testing
Proactive
Availability
Audit
Availability
Testing
System Health
& Service Level
Reporting
Queue
Management
Continual
Service
Improvement
Business
Requirements
Discovery
Strategic
IT Plan
Development
Strategic
IT Plan Review
& Management
Strategic IT Consulting
Service Cancellation
Service
Closeout
Service
Deactivation
29
Client Onboarding
Copyright © 2010 AntFarm, Inc. All Rights Reserved
Transition & Activation
Transition
From Sales
Client
Service
Kickoff
Service
Activation
Client IT
Environment
Discovery
Baseline &
Analysis
Audit Results
Review
Systems Readiness Audit
Quarterly
Business
Review
Service
Improvement
Program
Negative
Feedback
Review
Technical Account Management
Asset &
Configuration
Management
Change
Management
Risk
Management
Service Control
Agreement
Management
Service
Level
Assurance
Typical “Mature”
Managed Services Architecture Service Call
Intake
Event
Management
Response
Matrix
Service Ticket Management
Service Ticket
Closeout
Service
Request
Fulfillment
Request Fulfillment and Incident Management
Tier 1
Help Desk
Support
Tier 2
Incident
Resolution
Responsive Support
Emergency
Dispatch
Escalation
Management
Scheduled
Dispatch
Problem
Management
Server &
Desktop
Management
Patch
Management
IT Systems Management
Backup
Management
Security Management
Firewall
Management
Malware
Management
Access
Management
Audits and Tests
Proactive Management
Network
Management
IT Service
Continuity
Audit
Recovery
Planning &
Testing
Proactive
Availability
Audit
Availability
Testing
System Health
& Service Level
Reporting
Queue
Management
Continual
Service
Improvement
Business
Requirements
Discovery
Strategic
IT Plan
Development
Strategic
IT Plan Review
& Management
Strategic IT Consulting
Service Cancellation
Service
Closeout
Service
Deactivation
Client
Service
Kickoff
30
Copyright © 2010 AntFarm, Inc. All Rights Reserved
Transition & Activation
Transition
From Sales
Client
Service
Kickoff
Service
Activation
Client IT
Environment
Discovery
Baseline &
Analysis
Audit Results
Review
Systems Readiness Audit
Quarterly
Business
Review
Service
Improvement
Program
Customer
Satisfaction
Program
Technical Account Management
Asset &
Configuration
Management
Change
Management
Risk
Management
Service Control
Agreement
Management
Client Onboarding
Service
Level
Assurance
PrioritiesService Call
Intake
Event
Management
Response
Matrix
Service Ticket Management
Service Ticket
Closeout
Service
Request
Fulfillment
Request Fulfillment and Incident Management
Tier 1
Help Desk
Support
Tier 2
Incident
Resolution
Responsive Support
Emergency
Dispatch
Escalation
Management
Scheduled
Dispatch
Problem
Management
Server &
Desktop
Management
Patch
Management
IT Systems Management
Backup
Management
Security Management
Firewall
Management
Malware
Management
Access
Management
Audits and Tests
Proactive Management
Network
Management
IT Service
Continuity
Audit
Recovery
Planning &
Testing
Proactive
Availability
Audit
Availability
Testing
System Health
& Service Level
Reporting
Queue
Management
Continual
Service
Improvement
Business
Requirements
Discovery
Strategic
IT Plan
Development
Strategic
IT Plan Review
& Management
Strategic IT Consulting
Service Cancellation
Service
Closeout
Service
Deactivation
31
PAIN
PAIN
VALUE
32Copyright © 2010 AntFarm, Inc. All Rights Reserved
4 Steps to a Process Framework
Establish theValue
Proposition
Design theService
Architecture
Engineerthe Process
Modules
DeployThe
Processes
1 2 3 4
IMPROVE
Service Blueprinting
framework
33Copyright © 2010 AntFarm, Inc. All Rights Reserved
What’s a Service Blueprint?
• Graphical projection of how a service is delivered from the
CUSTOMER’S PERSPECTIVE
• Expansion of the general service delivery
concept, providing who, what, when, where, & how details
• Charts all of the transactions that occur both in the
customer’s view and outside of it
• Foundation for the Statement of Work / Service Agreement
and consistent delivery
34Copyright © 2010 AntFarm, Inc. All Rights Reserved
Boundary Conditions for
the Process Module
What goes into the process…What comes out of the
process…
Significant elements of the
process
What you’re trying to achieve
with the process
34
Sets
expectations
for the process
35Copyright © 2010 AntFarm, Inc. All Rights Reserved
Service delivery actions in contact
with the customer
Service delivery actions out of
direct view of the customer
Background processes or connection
points to other services processes
Systems and tools which play a role in
the service; backstage documents
Tangible deliverables or results
produced by the service
Events and outcomes experienced by
the customer during the service
“You are here” in the service
Life Cycle Diagram
Service Blueprint
Storyboard
for Service
Delivery
36Copyright © 2010 AntFarm, Inc. All Rights Reserved
Show the workflow and
the connection to the
customer experience
Integrate automated
tasks into the workflow
Identify action
performers by role
Document the 80% path -
provide links to
“exception” handling
Show where templates
and reference docs are
used
Document systems
used to automate
the service
Define the
Boundary
Conditions
37Copyright © 2010 AntFarm, Inc. All Rights Reserved
Include entry conditions
or “triggers”
Include exit conditions and
links to next process
38Copyright © 2010 AntFarm, Inc. All Rights Reserved
4 Steps to a Process Framework
Establish theValue
Proposition
Design theService
Architecture
Engineerthe Process
Modules
DeployThe
Processes
1 2 3 4
IMPROVE
Service Blueprinting
framework
Process Doesn’t Happen By Osmosis
39Copyright © 2010 AntFarm, Inc. All Rights Reserved
• Executive Support
• Member Involvement
• Clear Objectives
The Standish Group 1999
• Small milestones
• Proper planning
• Ownership
Key Success Factors for Process Improvement:
What is Kaizen?
• Kaizen (改善), is Japanese for “Change for the
Better” or continuous, incremental process
improvement
• Key Tenets:
• Customer value
• Performance improvement
• Continuous, incremental improvement
• Team centered
Time
Process
Capability
Kaizen
Blitz
Kaizen
Blitz
Kaizen
Blitz
Time
Process
Capability
New Process
Launch
New Process
Launch
vs.
Copyright © 2010 AntFarm, Inc. 40
Kaizen Blitz
• Short, intense period to deploy a process module
• “Tiger Team” singularly focused implementation
• Event focus is well defined – no room for scope creep
• Results should be evident, significant, and rapid
• 3 Phases to the Kaizen Blitz (align with Deming cycle)
42Copyright © 2010 AntFarm, Inc. All Rights Reserved
Day 1 Day 2 Day 3 Day 4 Day 5
[
[
Initia
l
Even
t
Plann
ing
Sessi
on
Planning Kaizen Blitz Follow-up
DoPlan Check Act
Plan Do Check Act (a Deming Cycle occurs
within the event as well)
Process
Capability
Kaizen
Blitz
Kaizen
Blitz
Kaizen
Blitz
Time
Plan
DoCheck
Act
Kaizen Blitz
43Copyright © 2010 AntFarm, Inc. All Rights Reserved
ActDoPlan
Event Wrap Up
Process Training and
Rollout
Sustainability Planning
Process Improvement Development
Conference Room Pilot
Work Plan Development
Event Kickoff
Service Blueprint Update
Process Improvement
Testing
Check
Copyright © 2010 AntFarm, Inc.
Transition & Activation
Transition
From Sales
Client
Service
Kickoff
Service
Activation
Client IT
Environment
Discovery
Baseline &
Analysis
Audit Results
Review
Systems Readiness Audit
Quarterly
Business
Review
Service
Improvement
Program
Negative
Feedback
Review
Technical Account Management
Asset &
Configuration
Management
Change
Management
Risk
Management
Service Control
Agreement
Management
Client Onboarding
Service
Level
Assurance
Typical “Mature”
Managed Services Architecture Service Call
Intake
Event
Management
Response
Matrix
Service Ticket Management
Service Ticket
Closeout
Service
Request
Fulfillment
Request Fulfillment and Incident Management
Tier 1
Help Desk
Support
Tier 2
Incident
Resolution
Responsive Support
Emergency
Dispatch
Escalation
Management
Scheduled
Dispatch
Problem
Management
Server &
Desktop
Management
Patch
Management
IT Systems Management
Backup
Management
Security Management
Firewall
Management
Malware
Management
Access
Management
Audits and Tests
Proactive Management
Network
Management
IT Service
Continuity
Audit
Recovery
Planning &
Testing
Proactive
Availability
Audit
Availability
Testing
System Health
& Service Level
Reporting
Queue
Management
Continual
Service
Improvement
Business
Requirements
Discovery
Strategic
IT Plan
Development
Strategic
IT Plan Review
& Management
Strategic IT Consulting
Service Cancellation
Service
Closeout
Service
Deactivation
Send ticket summary email to
client
Service Desk Mgmt
Service Ticket Summary Email
R
Job Aid: Service Ticket Setup
Page 1AntFarm, Inc. Form 000-5015-02 Copyright © 2006 AntFarm, Inc.
Procedure Notes
Task / Activity
Functional Area Service / Procedure Owner
Service ID Service TitlePhase / Process
Effective Date
• [none]
Techniques
• Vendor config web site
• Design template
Tools
• Review customer responses for completeness and compliance with
recommended practices. If customer responses are incomplete or do
not comply with recommended practices contact customer and
explain deficiency
• Determine Primary Database Server configuration first, using
parameters from interview results
• Refer to System Design Guidelines for how to set specific
parameters based on customer input
• Upon completion of main database service configuration,
validate with vendor config web site
• Complete Primary Database Server portion of System
Design Specification
• Determine Backup Database Server configuration (same steps)
• Select Small, Medium, or Large Communications Server
configuration based on customer parameters and document in the
System Design Specification
• Add ancillary items (printers, workstations, etc.) per requirements
• Forward entire Design Specification document to Vendor for review
• Finalize System Connectivity Diagram in Design Specification
document
• Forward System Design Specification to Engr Mgr for review
Steps & Guidelines
• Vendor review of configuration
• Engineering manager review of
System Design Specification
Control
• Defects identified in Vendor review
•
Measure
Prepare
detailed design
Engr
Coordinate design review
Engr
Gather rqmts & specs
Engr
System Design Guidelines
Customer has responded to
interview
System Design Specification
Vendor has reviewed
configuration
Prepare detailed design 300-0201-01 SHM ImplementationPhase 2: System Design
Professional Services 6/30/06Engineering Manager
Interview question results
Engineering Manager has
reviewed Design Spec
44Copyright © 2010 AntFarm, Inc. All Rights Reserved
4 Steps to a Process Framework
Establish theValue
Proposition
Design theService
Architecture
Engineerthe Process
Modules
DeployThe
Processes
1 2 3 4
IMPROVE
Service Blueprinting
framework
45Copyright © 2010 AntFarm, Inc. All Rights Reserved
Achieving the Value Proposition…
DesignService
ProcessCustomer
Needs DriveService
Results
Define the Value Proposition
Service Design
Service
ProcessYields
Service
ResultsSatisfy
Customer
Needs
Achieve the Value Proposition
Service Execution
46Copyright © 2010 AntFarm, Inc. All Rights Reserved
Questions for you…
• Does the Value Proposition for your services
provide you with a competitive advantage?
• Are you prepared to consistently deliver on
that value proposition?
• If not, what are you doing about it?
48Copyright © 2010 AntFarm, Inc. All Rights Reserved
Service Blueprinting
for Managed Services
Typical Challenges:
• Limited depth to existing processes
• It takes People, Tools, and Processes
for best-in-class managed services
• MSPs must be able to differentiate
themselves through both value and
delivery
• Lack of skills or time to develop process
• Detailed blueprint which can be rolled out with a high probability of successful delivery
• Service features expressly meet defined end-customer needs and business objectives
• Strong foundation for the development of deliverables and underlying service delivery procedures
If growth of your Managed Services business is hindered by a lack of
process…
A Managed Services Blueprint
provides the solid foundation required
for MSP sales and delivery:
= repeatable
= value prop
= everything ties
CraftsmanMSP Factory
Service Blueprint Bricks
49Copyright © 2010 AntFarm, Inc. All Rights Reserved
Copyright © 2010 AntFarm, Inc.
Transition & Activation
Transition
From Sales
Client
Service
Kickoff
Service
Activation
Client IT
Environment
Discovery
Baseline &
Analysis
Audit Results
Review
Systems Readiness Audit
Quarterly
Business
Review
Service
Improvement
Program
Negative
Feedback
Review
Technical Account Management
Asset &
Configuration
Management
Change
Management
Risk
Management
Service Control
Agreement
Management
Client Onboarding
Service
Level
Assurance
Typical “Mature”
Managed Services Architecture Service Call
Intake
Event
Management
Response
Matrix
Service Ticket Management
Service Ticket
Closeout
Service
Request
Fulfillment
Request Fulfillment and Incident Management
Tier 1
Help Desk
Support
Tier 2
Incident
Resolution
Responsive Support
Emergency
Dispatch
Escalation
Management
Scheduled
Dispatch
Problem
Management
Server &
Desktop
Management
Patch
Management
IT Systems Management
Backup
Management
Security Management
Firewall
Management
Malware
Management
Access
Management
Audits and Tests
Proactive Management
Network
Management
IT Service
Continuity
Audit
Recovery
Planning &
Testing
Proactive
Availability
Audit
Availability
Testing
System Health
& Service Level
Reporting
Queue
Management
Continual
Service
Improvement
Business
Requirements
Discovery
Strategic
IT Plan
Development
Strategic
IT Plan Review
& Management
Strategic IT Consulting
Service Cancellation
Service
Closeout
Service
DeactivationLife Cycle Diagram
Module Overview Diagram
Off-the-Shelf Process Modules:
• “Personalized” with your corporate identity, roles, and systems
• Priced approximately $150 to $450 per module
Service Blueprint
50Copyright © 2010 AntFarm, Inc. All Rights Reserved
Service Blueprint Bricks
Benefits
2Copyright © 2006, 2007 AntFarm, Inc.
Entitlement & Activation
Service
Entitlement
Client
Kickoff
Meeting
Service
Activation
DiscoveryBaseline &
Analysis
Standardization
For Best
Practices
System Readiness Audit
Remote
Systems
Administration
Backup
Administration
Patch
Management
System Administration
Problem
Management
Availability
Monitoring
Performance
Monitoring
24 x 7 Monitoring
Monitoring
Optimization
Firewall
Management
Antivirus /
Spam / Spyware
Management
Security Management
Vulnerability
Assessment
Customer
Portal
System
Health
Reporting
Service
Level
Reporting
Report Management
Internal
Reporting
Quarterly
Business
Review
Strategic &
Budgeting
Consultation
Service
Level
Management
Technical Account Management
Configuration
Management
Change
Management
Risk
Management
Service Control
Contract
Management
Customer “Onboarding”
Service Level Assurance
Proactive Administration
Typical “Mature”
Managed Services Architecture
Typical “Mature”
Managed Services Architecture Incident
Notification
Tier 1
Help Desk
Tier 2
Incident
Resolution
Incident Response
Escalation to
Management
Emergency
Dispatch
On-site Engineer
Scheduled
Visit
Incident Response
Comprehensive high-value
service offering, built one
brick at a time:
• In-depth AntFarm templates
• Low cost of entry
• Personalized for faster adoption
• Can be customized
From one of our clients:
“AntFarm is the best operations investment we made at PlanIT
Solutions. We thought we were very good at how we ran our business until
AntFarm forced us to examine deeply the processes behind all aspects of our
business. We realized that with some hard work we could dramatically improve
our operational efficiencies.”
“AntFarm helped us accelerate improvements in our processes in a very short
time. The paybacks were immediate. Right out of the gate the changes
to our on boarding process tremendously improved our customer satisfaction
and our retention rate.”
51Copyright © 2010 AntFarm, Inc. All Rights Reserved
53Copyright © 2010 AntFarm, Inc. All Rights Reserved
Thanks for joining us today
Contact us for help in designing value into
your services!
1-888-AntFarm