Focus on Success The 5 Delivery Areas: From Roles to Margins TruMethods, LLC All rights reserved

House Keeping Sound: VoIP or Telephone (Audio Pin #) Type questions or raise your hand to speak This webinar will be available in the Newsfeed Owners 103 Step 11, Service Delivery Step 13 Next Webinar is Virtual Sales Meeting March 14 th @ 2:00PM Eastern Time Topic: The reality of your lead generation engine When you're Schnizzin go to Schnizz corner! members.trumethods.com/schnizz TruMethods, LLC. 2012 - All rights reserved

Schnizzfest 2013! June 20 th 22 nd www.schnizzfest.com $695 per attendee

The 5 Service Delivery Areas Centralized Services Monitoring Patch Management Anti-Virus / Anti-Malware Backup & DR Cloud Services Virtual CIO Business impact of technology Technology Summary Design Desk Budget Planning Network Administration Proactive Technology Management Best Practices Implement Your Company Way Support Remote Helpdesk Onsite Service How-to Questions Professional Services Implement new technology Escalations SWAT team 2013 TruMethods, LLC. All rights reserved Delivery areas affect: Packaging Pricing Sales Quality of Service Leverage & Efficiency

The 5 Service Delivery Areas Why service delivery areas? Roles & Responsibilities Clear accountability Consistent delivery Separate proactive & reactive tasks Manage cost drivers Increase efficiency Higher leverage 2013 TruMethods, LLC. All rights reserved

Map delivery areas to leverage Leverage Guidelines Support Desk vcio Network Administration Centralized Services Professional Services 1 per 50k in MRR 1 per 80k in MRR 1 per 40k in MRR 1 per 5,000+ endpoints 1 per 17k / month NRR Copyright 2013 TruMethods, LLC

Map delivery areas to leverage What should your company look like? What does your company look like now? Where and why are you out of alignment? Leverage Guidelines Support Desk vcio Network Administration Centralized Services Professional Services 1 per 50k in MRR 1 per 80k in MRR 1 per 40k in MRR 1 per 5,000+ endpoints 1 per 17k / month NRR Copyright 2013 TruMethods, LLC

Map people to delivery areas Match your people to delivery areas based on skills Who fits into delivery areas? Who doesn t fit? Why? Where do you have holes?

Streamline processes Reactive Support Funnel all reactive issues through your support desk (Alarms, calls, emails) Dispatch centrally Escalation process Time limit on tickets Manage by metrics Response Time Resolution Time Tickets Open / Closed by Tech Tickets over time limit

Streamline processes Centralized Services Assign a resource Dedicate time! Even if it s only part time. Put a rhythm in place for reviewing maintenance items (Patch, AV, Backup,etc.) Manage that rhythm through aggregate metrics

Streamline processes Network Administration Assign a resource Dedicate time! Create your best practice templates by engaging the subject matter experts Pick a few areas to focus on each month & build your best practices over time Schedule time for Network Administration far in advance Only use this resource for reactive / project work when there is idle-time.

Streamline processes vcio Assign a resource Dedicate time! This is a key to long term success Work with Network Administration to create and implement Your Company Way Schedule time in advance for client technology summaries & meetings Use TM vcio Playbook

Streamline processes Project Scheduling time Project Management time Standby, documentation, testing Quoting properly

Streamline processes Onboarding Map all of the tasks associated with bringing on a client Manage the onboarding process like a project Watch the Onboarding video from TruMethods

Prioritize clients Is all MRR good MRR? If you want to quiet the noise you need to put your resources on the good clients Identify your top clients based on the right service, right price

Prioritize clients Prioritize those clients for all delivery areas Response to reactive tickets Network Administration time Centralized Services work vcio meetings & technology summaries De-prioritize the clients with the wrong service, wrong price Communicate this with your team

Gain Command Create & Utilize Dashboards Service Desk Dashboard Centralized Services Dashboard Network Administration Best Practices Use Playbooks vcio Playbook Implement Business Discipline Quarterly Action Plan Huddles, Meetings, Metrics

Summary Organize Service Desk process Focus Prioritize your clients Manage Lower the noise through proactive service vcio, Network Administration, Centralized Services Scale Add the right recurring revenue at the right price

Q&A