Becoming Proactive FormulaWon Focus on Success
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Announcements TruMethods, LLC. 2016 - All rights reserved
Becoming Proactive TruMethods, LLC. 2016 - All rights reserved
Audience Poll: Are you a proactive MSP? TruMethods, LLC. 2016 - All rights reserved
Reactive vs. Proactive Reactive Tasks: Alarms / Monitoring User Requests Time & Materials Tickets MACs Unscheduled Service Proactive Tasks: Alignment (Net Admin) Business Impact & Strategy (vcio) Centralized Services Projects
How do you know if you re Proactive? You re a proactive MSP if less than 25% of your available technical time is Reactive. We use RHEM to determine this This is on your QBR!
Inventory of Time Your technical time is inventory You have a finite amount of inventory Your inventory has no shelf life What percentage do you spend on reactive support? How much is left after reactive support? TruMethods, LLC. 2015 - All rights reserved
How your inventory is allocated How many tickets do you close in a month? How much time does it take to close? How much of your total available time is reactive? This is your RHEM Reactive Hours per Month per Endpoint Higher RHEM = More reactive 2015 TruMethods, LLC. All rights reserved
Letting the noise permeate Generate NRR Professional Services Centralized Services Net Admin vcio Support Every delivery area becomes Reactive! Lower noise TruMethods, LLC. 2015 - All rights reserved
Becoming Proactive Step 1 in becoming proactive is confining the noise to one delivery area. All reactive service needs to be funneled through the Support delivery area Dedicate roles Implement support metrics and goals Ticket counts Response Time Resolution Time Same Day Close percentage
Service is like a sink Sink Basin = The queue Drain = Resources completing requests Faucet = Flow of reactive requests
Service is like a sink When the sink is overflowing there could be two causes: Output is too low (Time, Process, Resources) Input is too high (Process, Super Power)
Output is too low What s clogging the drain? Lack of concentration Rotating cast of characters Everyone doing everything Getting stuck on issues Inefficient use of onsite time
Output is too low Improving reactive service throughput Do as much as you can remotely Escalate after an hour Process for resolving tickets Roles dedicated to Service Desk 70% same day close Best people possible, high level resources
Input is too high What s coming out of the faucet? Unnecessary tickets Misalignments with standards Issues that could be solved via vcio Issues that could be solved via automation One offs and customization
Input is too high 500 Endpoints 1 tickets per EP 0.5 tickets 0.3 tickets Tickets per Month 500 250 150 Tickets per Day 24 12 7 Lower your RHEM! Turn down the tickets created by alarms Build your Super Power and dedicate time to Network Admin & vcio Review reactive requests and automate regular maintenance Measure and manage
Commitment to Super Power Regular, Scheduled alignment visits vcio Strategy Meetings every quarter Monthly service team meetings to review reactive requests Measure the noise and build back into your Standards, Process and automation
Get started! Start sending everything to one board, manage tickets more efficiently Calculate your RHEM Watch Service Desk video Evaluate your current customer base (MRR Evaluator), prioritize your clients Reallocate resources to Net Admin process! Pick a number of days per month dedicated to the Net Admin process
Service is like a sink Sink Basin = The queue Drain = Resources completing requests Faucet = Flow of reactive requests
Q&A 2015 TruMethods, LLC. All rights reserved