MSP best practices. How to use strategic IT roadmaps to win more business and get larger managed services contracts. Presented by Kaseya and Ant Farm. May 2012.

1. MSP Best Practice: Using
Strategic IT Roadmaps to Get
More – and Bigger – Contracts
May 22, 2012

2. Agenda
• Introductions
• Our sponsor
• Our MSP service delivery expert – AntFarm
– How to create an IT Plan that aligns with client
business needs
– How to protect your managed services revenue
from poachers
– How to synchronize clients’ technology lifecycle
to changes in their business
– How to “own” the plan
• Recap
• Q&A
2

3. Our Speakers
John Kilian
Service Architect
AntFarm, Inc
Alex Brandt
Vice President
Kaseya
3

4. Complete the poll/survey and
you may win!

5. About Kaseya Patented
#7,827,547
#7,620,707
#7,895,320
• Enterprise-class IT systems management for everybody
• Value Proposition
– A single Kaseya user can proactively manage 1,000s of automated
IT systems and network tasks in the same amount of time
required by a team of technicians using other techniques
• Key Facts
– Founded 2000
– Privately held, no debt, no external capital requirements
– 33 offices worldwide in 20 countries with 450+ employees
• 12,000+ customers
• Millions and millions of assets managed
– Patented IT service delivery process & remote IT management
process
• 24 patents pending
– Common Criteria (EAL2+) certified and FIPS 140-2 security
compliant
– ITIL v3 compliant
5

6. The Leading IT Managed Services Solution
IT Configuration Management Services Virtual System Administrator
•Remote Management • Image Deployment
•Application Deployment • Desktop Migration
•Power Management • Mobile Device Management
Unified Management
Platform Asset Management Services
•Network Discovery & AD Device & Network Management
•Hardware / Software Inventory
Event Management •Asset Management
• Alerts / Notifications
• System Events
• Logs Security Services
•AntiVirus
•AntiMalware
Automation •Patch
• Scheduling
• Procedures Business Continuity Services
• API / Messaging
•Image Backup • Data Availability
•File & Folder Backup • System Availability
•Application Backup • Site Availability
Visualization
• Reporting
• Dashboards Service Delivery & Support Services
• Interactive Data Views
•Service Desk / Ticketing
•Policy Management
•Service Billing
Systems Monitoring Services
•System Checks and Alerts
•Endpoint & Network Monitoring
•Enterprise Monitoring Open API CRM & PSA
Other Third Party
Integrations

7. MSP Benefits via Kaseya
60%+ use
Kaseya
• Higher revenue
– Integration gives you more services to offer
– Verticalization & specialization
• Higher profit
– Integration means fewer techs per managed
machine and cloud means pay as you go & grow
• Better service delivery
– Automation provides standardization, which
means faster responses with less errors
• Better control & visibility
– Integration means it all ties together so you can
actually see everything you need
7

8. Service Delivery: How “mature” is your
managed services delivery model
(select one that describes you BEST)?
1. We are not very consistent at service
delivery
2. We are primarily REACTIVE, resolving
problems efficiently
3. We PROACTIVELY manage IT system health
and avoid problems
4. We manage to defined SERVICE LEVELS,
aligned with client needs
5. We ensure client IT capabilities deliver
VALUE to their business

9. MSP Best Practice:
Developing the Strategic IT Roadmap
for Your Customers
“Own the Plan”

10. Our Mission
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
Copyright © 2012 AntFarm, Inc. All Rights Reserved 10

11. What makes you stand out?
• Options for Managed Services
have grown dramatically
• Most markets have multiple
choices and offerings are
difficult to distinguish
• “Proactive Management” has
become table stakes
Copyright © 2012 AntFarm, Inc. All Rights Reserved 11

12. Responsive Support
Typical “Mature” Service Ticket Management
Managed Services Architecture Service Call
Intake
Event
Management
Response
Matrix
Service Ticket
Closeout
Escalation
Management
Request Fulfillment and Incident Management
Client Onboarding Service
Request
Tier 1
Help Desk
Tier 2
Incident
Emergency
Dispatch
Scheduled
Dispatch
Fulfillment Support Resolution
Transition & Activation
Transition
Client
Service
Service Proactive Management
From Sales Activation IT Systems Management
Kickoff
Server &
Problem Patch Backup Network
Desktop
Management Management Management Management
Management
Systems Readiness Audit Security Management
Client IT
Baseline & Audit Results
Environment Malware Firewall Access
Analysis Review
Discovery Management Management Management
Audits and Tests
IT Service Recovery Proactive
Availability
Continuity Planning & Availability
Testing
Audit Testing Audit
Service Technical Account Management
Quarterly Service Customer System Health
Level Business
Review
Improvement
Program
Satisfaction
Program
& Service Level
Reporting
Assurance Under
Strategic IT Consulting
Business Strategic Strategic
Competitive
Requirements
Discovery
IT Plan
Development
IT Plan Review
& Management
Attack
Service Control Service Cancellation
Asset & Continual
Change Risk Agreement Queue Service Service
Configuration Service
Management Management Management Management Closeout Deactivation
Management Improvement
Copyright © 2010 AntFarm, Inc. All Rights Reserved 12

13. A “Perfect Storm” is driving the
need for a new approach…
• Options for Managed Services
Commoditization
have grown dramatically over
the past several years
• Options for provisioning IT
Confusion
(customer owned, HaaS,
SaaS) have increased
• Product revenue and margins Collapse
are slipping further
Copyright © 2012 AntFarm, Inc. All Rights Reserved 13

14. Our objective today:
Help you cement your client relationships
with a Strategic IT Roadmap…
• Help your clients see through A road where IT is aligned to
meet the needs of their
the fog to the road ahead business
• Protect your Managed Services You ensure IT is delivering to
service levels needed for the
revenue from poachers business
• Become the ongoing Program Synchronize the technology
lifecycle with business
Manager for the plan changes
Copyright © 2012 AntFarm, Inc. All Rights Reserved 14

15. What is a
“Strategic IT Roadmap”?
• Time-based plan for the evolution of an
organization’s IT capabilities and
infrastructure
• Developed based on business needs
and technology lifecycles
• Provides the basis for IT budgeting and
Program Management of changes in IT
• Dynamic document
Charts the direction for IT
Copyright © 2012 AntFarm, Inc. All Rights Reserved 15

16. Three Sources of ROI
• Increased services sales through a
stronger value proposition – your
differentiator
• Improved client retention due to more
“stickiness” – you own the plan
• Recaptured product revenue from
solutions that support the plan – your
recommendations
Copyright © 2012 AntFarm, Inc. All Rights Reserved 16

17. Without alignment on a
competitive strategy……
Solution Provider Value Chain
Product Purchasing
Engineering & Managed Services
Results:
Integration
Management
&
Marketing
&
Marginal
Solution Sales
Break / Fix Value
Development Project Management
Maintenance
Priorities
Effort across the business is fractured
Copyright © 2012 AntFarm, Inc. 17

18. Our Path Today…
• Foundation for Strategic IT Planning
• Methodology for IT Roadmap
Development
Copyright © 2012 AntFarm, Inc. All Rights Reserved 18

19. IT Service Management Maturity
(from Gartner)
IT Makes My
IT is a Pain IT Works OK
Business Better
Level 0 Level 1 Level 2 Level 3 Level 4
Chaotic Reactive Proactive Service Value
• Disorganized • Organized • Mature problem • IT service levels • IT objectives are
responses to response to reported analysis defined linked to business
reported issues issues • Performance • SLAs in place with metrics
• Unpredictable • Trouble-tickets monitoring business operations • IT focus on
performance and • Up / down • Trending analysis • Capacity planning business advantage
reliability monitoring • Change performed
• Asset inventory management
Adding
Fixing Improving
Transactional Transformational Business
Pain Efficiency
Value
Copyright © 2012 AntFarm, Inc. All Rights Reserved From: Gartner: Data Center Poll Results Confirm Improved Process Maturity, 2004 19

20. Not all of your clients will
benefit…
But, those that will might look like:
• Their business is undergoing change
• Conduct strategic planning for the
business
• Recognize the value of IT as an
“enabler”
• Seeking the most value for their IT $$
• Don’t have an internal IT strategic thinker
Copyright © 2012 AntFarm, Inc. All Rights Reserved 20

21. Responsive Support
Typical “Mature” Service Ticket Management
Managed Services Architecture Service Call
Intake
Event
Management
Response
Matrix
Service Ticket
Closeout
Escalation
Management
Request Fulfillment and Incident Management
Client Onboarding Service
Requests
Tier 1
Help Desk
Tier 2
Incidents
Emergency
Dispatch
Scheduled
Dispatch
Transition & Activation
Transition
Client
Service
Service Proactive Management
From Sales Activation IT Systems Management
Kickoff
Server &
Problem Patch Backup Network
Desktop
Management Mgmt Mgmt Mgmt
Mgmt
Systems Readiness Audit Security Management
Client IT
Baseline & Audit Results
Environment Malware Firewall Access
Analysis Review
Discovery Mgmt Mgmt Management
Audits and Tests
IT Service Recovery Proactive
Availability
Continuity Planning & Availability
Testing
Audit Testing Audit
Service Technical Account Management
Quarterly Service Customer System Health
Level Business
Review
Improvement
Program
Satisfaction
Program
& Service Level
Reporting
Assurance Strategic IT Consulting
Not necessarily
FREE!
Business Strategic Strategic
Requirements IT Plan IT Plan Review
Discovery Development & Management
Service Control Service Cancellation
Asset & Continual
Change Risk Agreement Queue Service Service
Configuration Service
Management Management Management Management Closeout Deactivation
Management Improvement
Copyright © 2010 AntFarm, Inc. All Rights Reserved 21

22. ITIL® as a framework for
defining needs
ITIL (IT Infrastructure Library) is a globally accepted approach to IT service management, providing
a cohesive set of best practices, drawn from the public and private sectors.
Service Service
Strategy Risk Demand Financial
Portfolio
Generation Management Management Management
Strategy Management
Service Service Information IT Service
Service Level Supplier Availability Capacity
Catalog Security Continuity
Management Management Management Management
Design Management Management Management
Release & Transition Service Asset & Service
Service Deployment
Change
Planning and Knowledge
Evaluation
Configuration Validation &
Management Management
Transition Management Support Management Management Testing Mgmt
Service Operations &
Request Incident Access Problem Event
Technology
Fulfillment Management Management Management Management
Operation Mgmt
ITIL provides a
Continual common language
Improvement Service Service
Service
Improvement
Process Measurement Reporting
for IT management
needs
Copyright © 2012 AntFarm, Inc. All Rights Reserved 22

23. Copyright © 2012 AntFarm, Inc. All Rights Reserved
Gartner and ITIL Service
IT Portfolio
Management
Level Financial
Monitoring Management
ITIL Defines Capabilities Required
Supplier Management
Service Continuity Management
Performance
Capacity Management
Monitoring
Service Level Management
Availability Management
Change Management
Availability Release & Deployment Management
Monitoring Problem Management
Asset & Configuration Management
Access Management
Request Fulfillment (MAC)
Incident & Event Management
Chaotic Reactive Proactive Service Value
Level 0 Level 1 Level 2 Level 3 Level 4
Gartner Defines Maturity in terms of Capability 23

24. ITIL® as source of added value
Service Service
Strategy Risk Demand Financial
Portfolio
Generation Management Management Management
Strategy Management
Service Service Information Service
Service Level Supplier Availability Capacity
Catalog Security Continuity
Management Management Management Management
Design Management Management Management
Release & Transition Service Asset & Service
Service Deployment
Change
Planning and Knowledge
Evaluation
Configuration Validation &
Management Management
Transition Management Support Management Management Testing Mgmt
Service Operations &
Request Incident Access Problem Event
Technology
Fulfillment Management Management Management Management
Operation Mgmt
Continual
Improvement Service Service Under threat
Service Process Measurement Reporting
Improvement of commoditization
Opportunities for
Strategic Planning
Copyright © 2012 AntFarm, Inc. All Rights Reserved 24

25. Two Important ITIL Concepts
Warranty Utility
(usability) (usefulness)
“Is IT being
delivered at the “Is IT ENABLING
right SERVICE the business?”
LEVELS?”
Level 0 Level 1 Level 2 Level 3 Level 4
Chaotic Reactive Proactive Service Value
Adding
Fixing Improving
Transactional Transformational Business
Pain Efficiency
Value
Copyright © 2012 AntFarm, Inc. All Rights Reserved 25

26. Warranty
These ITIL areas focus on the
“WARRANTY” for IT service delivery
(is IT usable)
Information IT Service
Service Service Level Supplier Availability Capacity
Security Continuity
Management Management Management Management
Design Management Management
“Is IT available when and where it’s
needed?”
“Is IT being
“Is there enough IT capacity to avoid
delivered at performance issues?”
the right
“Have the threats to IT been
SERVICE adequately addressed?”
LEVELS?”
“Is IT support responsive enough?”
Copyright © 2012 AntFarm, Inc. All Rights Reserved 26

27. Utility
These ITIL areas focus on the
“UTILITY” of IT capabilities
(is IT useful)
Service
Service Strategy
Portfolio
Risk Financial
Generation Management Management
Strategy Management
“What are the customer’s VITAL
BUSINESS PROCESSES?”
“What IT capabilities are required to
“Is IT support these vital processes?”
ENABLING the
“Where are the gaps, and what is the
business?” roadmap to fill the gaps?”
“Is the client getting their money’s
worth?”
Copyright © 2012 AntFarm, Inc. All Rights Reserved 27

28. Warranty Utility
(usability) (usefulness)
Strategic IT Gap Analysis Business
Requirements
Planning must Analysis
address both Strategies to
address risks IT Roadmap
Level 0 Level 1 Level 2 Level 3 Level 4
Chaotic Reactive Proactive Service Value
Adding
Fixing Improving
Transactional Transformational Business
Pain Efficiency
Value
Copyright © 2010 AntFarm, Inc. All Rights Reserved 28

29. Mapping IT to Business Needs
Critical
IT Services
IT Resources Business
(Capabilities) Processes
Point of Sale In Store
Automation Sales
Strategy
Generation
Sales Force
Automation
Constitute Enable Field Sales
Supply Chain
Service
Automation Portfolio
Management Purchasing
and
General Use Logistics
Email
Copyright © 2012 AntFarm, Inc. All Rights Reserved 29

30. IT Services are composed of
Resources
IT Services
(Capabilities)
Point of Sale
Automation
IT Resources
Copyright © 2010 AntFarm, Inc. All Rights Reserved 30

31. 3 Levels of
IT Service Management
• Understanding pending business changes
Business and the impact those changes will have on IT Strategic
Level Planning
• Strategic planning to ensure IT capability will
support the future needs of the business
(ITIL: Business Capacity Management)
• Monitoring and analysis to validate that IT
IT Service service levels are meeting current needs
Level Quarterly
• Near-term changes to ensure that service Review
levels are met cost effectively
(ITIL: Service Capacity Management)
• Daily management required to ensure IT is
IT Resource performing optimally Daily
Level Operations
(ITIL: Resource Capacity Management)
Copyright © 2012 AntFarm, Inc. All Rights Reserved 31

32. Our Path Today…
• Foundation for Strategic IT Planning
• Methodology for IT Roadmap
Development
Copyright © 2012 AntFarm, Inc. All Rights Reserved 32

33. Strategic IT Roadmap
Methodology
The first step is to
IT
Baseline and understand the
Infrastructure
Discovery
Analysis current state
Identifies the • Stand-alone assessments
current state (or)
at the IT
resource level • Ongoing monitoring results
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt

34. Use Kaseya to discover the
IT Resource Inventory
Copyright © 2012 AntFarm, Inc. All Rights Reserved 34

35. Use Kaseya to assess
IT System Health
Current Patch Levels
Utilization
Uptime History
Copyright © 2012 AntFarm, Inc. All Rights Reserved 35

36. Information IT Service
Availability Capacity
Security Continuity
Management Management
Management Management
Current State
Assessment Warranty
(usability)
Copyright © 2012 AntFarm, Inc. All Rights Reserved 36

37. Strategic IT Roadmap
Methodology
Current State
IT Infrastructure Baseline and Assessment
Discovery Analysis
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt

38. Business Requirements
Discovery
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
Business Goals
and Objectives
Planned
Business
Initiatives
Critical
Business
Processes
Current IT
Challenges

39. Business Requirements
Discovery
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
Business Goals
and Objectives
Planned
Business
Initiatives

40. Business Requirements
Discovery
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
Critical
Business
Processes

41. Business Requirements
Discovery
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
Current IT
Challenges
Address:
• IT Capabilities (“Service Portfolio”)
• Availability
• Capacity
• Security
• Service Continuity

42. Strategic IT Roadmap
Development
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
Business Goals
and Objectives
Planned
Business
Initiatives
Critical IT Support for
Business Vital Business
Processes Processes
Current IT IT Strategies to
Challenges Address Gaps
Roadmap for
new
IT capabilities
IT Budget
supporting the
Roadmap

43. Strategic IT Roadmap
Development
Current State
IT Infrastructure Baseline and Assessment
Discovery Analysis
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
IT Plan IT Roadmap IT Budget
• Business environment
• Time-based view of IT • Capital expenditures based
• IT services & capabilities
capability recommendations on the IT Roadmap
• IT impacts and risks
• IT asset life cycle view • Operational costs
• IT strategies for gaps

44. Strategic IT Roadmap
Development
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
IT Support for Build IT Roadmap
Vital Business
Processes to support these
strategies
UTILITY

45. Strategic IT Roadmap
Development
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
IT Strategies to
Address Gaps
• Availability • Security
• Capacity • Service Continuity WARRANTY

46. Strategic IT Roadmap
Development
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
Critical Business Process
Business Initiatives
Timeline for IT Services
Timeline for
Align migration to cloud
Roadmap for
new
IT capabilities to solutions
IT capabilities business initiatives

47. Strategic IT Roadmap
Development
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
Align
Roadmap for IT resource lifecycle
new
IT capabilities to the roadmap

48. Technology Lifecycle
Management
• Upgrades Align IT asset
Service
Portfolio The roadmap is the
Management • Refreshes lifecycles to
planning tool for • Retirements the service portfolio
Asset &
Configuration
Technology Lifecycle • Deployments roadmap
Management
Management • Migrations
Copyright © 2010 AntFarm, Inc. All Rights Reserved 48

49. Use Kaseya Asset Data for
IT Lifecycle Management
System
Specifications
Installed Applications
Copyright © 2012 AntFarm, Inc. All Rights Reserved 49

50. Strategic IT Roadmap
Development
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
Start with specific
recommendations to
IT Budget
supporting the
Roadmap support the strategy

51. Strategic IT Roadmap
Development
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
IT Budget
supporting the
Roadmap
Combine
recommendations
with ongoing
expenses

52. Roadmap Review and
Management
Business Strategic IT Strategic IT
Requirements Roadmap Roadmap Review
Discovery Development and Mgmt
IT Plan IT Roadmap IT Budget
Initial Review
Update
and Approval as required
Program Management of
Strategic IT Roadmap Initiatives
Quarterly Plan
Review and
Update
Institutionalizes Annual Plan
Refresh
Strategic IT Planning

53. Cement your relationship with clients
through a Strategic IT Roadmap
• Help your clients see through
 A road where IT is aligned to
meet the needs of their
the fog to the road ahead business
• Protect your Managed Services  You ensure IT is delivering to
service levels needed for the
revenue from poachers business
• Become the ongoing Program  Synchronize the technology
lifecycle with business
Manager for the plan changes
You Own the Plan!
Copyright © 2012 AntFarm, Inc. All Rights Reserved 53

54. With alignment on a competitive
strategy
Solution Provider Value Chain
Product Purchasing
Engineering & Managed Services
Results:
Integration
Management
&
Marketing
&
Competitive
Solution Sales
Break / Fix Advantage
Development Project Management
Maintenance
Customer
Value
Business
Value
Effort is aligned to meet a common goal
Copyright © 2010 AntFarm, Inc. All Rights Reserved 54

55. Questions for you…
• Do you have value-based service
strategy for differentiation and client
retention?
• Is you value chain aligned with your
strategy, ensuring everyone has the
same priorities?
• Are you prepared to consistently
deliver on that strategy?
• If not, what are you doing about it?
Copyright © 2012 AntFarm, Inc. 55

56. Strategic IT Planning Bundle
09a 09b 09c
3 Service Blueprint Bricks Continual Service
Business Continual Service Continual IT Plan
Strategic Service
• Personalized for your company Improvement
Requirements
Strategic IT Plan
Improvement Improvement
Review and
Development
• Hardcopy and PDF formats Discovery Management
Two Planning Tools
• Strategic IT Plan
• Strategic IT Roadmap and Budget
2-hour Webinar Training Session
Review of the blueprints and tools for www.tinyurl.com/Strategic-IT-Planning
Strategic IT Planning
Promotion: 15% discount on the bundle
for Small Providers (< 15 employees)
Promotion Code: Kaseya12
Copyright © 2010 AntFarm, Inc. All Rights Reserved 56

57. Next Steps
• Learn more about AntFarm
www.serviceblueprinting.com
• Learn more about Kaseya for MSPs
www.kaseya.com/msp
• For a free live product demo
www.kaseya.com/demo Just for MSPs
blog.kaseya.com/blog/category/msp
• For a free trial
www.kaseya.com/freetrial
• To speak with us
www.kaseya.com/contactme
57
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