Managed Services Managed Services Managed Services Welcome to - - PDF document

Managed Services Managed Services Managed Services

www.kaseya.com

Welcome to Kaseya.edu

Learning Objective: Introductions and Welcome Lecture Notes: Participants Notes:

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Course Objectives Course Objectives Get you thinking and focused

What Managed S ervices is all about

Share and combine knowledge

Your experience with your customers Your IT experience Our experience and insight with several hundred MS P and E nterprise customers Our product and technical knowledge

Get you ready

To Plan and deliver managed services

Learning Objective: Course outline Lecture Notes: The critical components to the success of this course are your feedback and

• interaction. The success of Kaseya comes from listening to our customers and

what they have to share. Participants Notes:

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Kaseya Boot Camp Kaseya Boot Camp

Thinking Managed Services 1 Developing Agent Templates 2 Basic Template Settings 3 Scheduling Management Activities 4 Deploying Agents using your Templates 5

Learning Objective: Course outline Lecture Notes: The first portion of this course will be focused on the concepts of enterprise

• management. We will define managed services as it applies to our internal and

external customers and how to approach the day to day management of our IT

• resources. Additionally, we will discuss the importance of thinking outside of the

box and developing new and automated approaches to the day to day problems that IT professionals face. Participants Notes:

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Kaseya Boot Camp Kaseya Boot Camp

Thinking Managed Services Thinking Managed Services

Learning Objective: Course outline Lecture Notes: Participants Notes:

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What is Managed Services What is Managed Services Everyone has a different definition? What are the services? What Is the benefit to the Customer?

Higher level of availability for IT Resources More Cost Effective Gartner Studies across enterprises

• Management by policy and automation saves the

enterprise over $2,000 per year per workstation

What is the benefit to US?

Potential of additional, dependable revenue Better customer service “Stickier” customer relationship

Learning Objective: Defining Managed Services. Lecture Notes: Before we can implement any process or procedure, we must first have a full understanding of what it is we are intending to accomplish. The same holds true as we continue to manage this process or procedures. This should begin with a definition. Just like managing a computer, before we can tackle a problem, we need to understand what that system does. What is its function? Participants Notes:

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What is Managed Services What is Managed Services “The practice of transferring day-to-day related management responsibility as a strategic method for improved effective and/or efficient

• perations.”

– Dr. Gerard Macioce (http://en.wikipedia.org/wiki/Managed_services)

“It is the day-to-day IT related activities that keep the IT resources up-to-date, secure, productive, consistent and available to the benefit of the customer’s organization.”

– CIO Magazine

Learning Objective: Lecture Notes: Depending on the individual’s core business and the services delivered, Managed Services can have many different definitions, Managed Services generally involve an automated methodology of delivering better customer services and stickier customer relationships while increasing revenue and/or decreasing expenses. CIO Magazine defines Managed Services as: “The day-to-day IT related activities that keep the IT resources up-to-date, secure, productive, consistent and available to the benefit of the customer

• rganization”.

Participants Notes:

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Managed Services Offerings Should Managed Services Offerings Should Have a Schedule or Periodicity of delivery R egularly scheduled IT related activities. Consistent Communication Process R eport successes as well as failures R eport on system and infrastructure intelligence gathered Be Automated Insures adherence to the schedule R educes time and effort to deliver

Learning Objective: Lecture Notes: Participants Notes:

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A Managed Services Solution Consists of:: Year-round Automated System Management, Patch Management and Updates, Monitoring, Remote Management, Application Deployment, Asset Management, Data Protection, Privacy – Anti-Spy, Anti-Virus, Anti-Spam and other IT related activities delivered on schedule.

Types of Managed Services Types of Managed Services

Monitoring System Management Privacy & Security Hosting Services

Proactive Maintenance

Managed Services Managed Services

Service Categories

Patch Management

Remote Management

Learning Objective: Lecture Notes: Participants Notes:

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Inside the Box thinkers: Accept the status quo Kill creativity with "that'll never work" or "it's too risky." Believe "There is no time for creative solutions. just THE solution." Outside the Box thinkers: Are willing to take new perspectives to day-to-day work Are open to do different things and things differently Focus on the value of acting on new ideas S trive to create value in new ways Listen to others

The New Yorker cartoon: A man talks to his cat and points to the kitty litter box. He says, "Never ever think

• utside the box!"

Inside the Box thinkers Inside the Box thinkers

Learning Objective: Understand the benefits of thinking outside-the-box. Lecture Notes: Inside-the-box thinking is valuable for understanding the day to day

• perations of the organization. It is important, however, to promote an ESPRIT

DE CORPS of outside-the-box thinking. Reward team members for presenting new “outside-the-box” ideas by not dismissing the ideas without first considering

• them. Act upon the ideas that are appropriate solutions and acknowledge the

contributors.

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Outside the Box Video Outside the Box Video

Learning Objective: Example of outside-the-box thinking. Lecture Notes: Men in Black, 1997. In the film clip, Will Smith is not only questioning the circumstances of his dilemma (why he is there) but also takes the time to assess his situation, take stock of his assets, and then act. Participants Notes:

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Outside the Box exercise Outside the Box exercise

Learning Objective: Understand the benefits of thinking outside-the-box. Lecture Notes: Generally, when presented with a problem people will seek to solve the problem within the preserved confines set before them. In this exercise, you were never limited to keeping your marks within the confines of the dots; the only goal was to connect all of the dots. This can apply to many other situations, where the answer lies in looking beyond the problem at hand. Participants Notes:

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How does it work? How does it work?

Logs Reports Scripts

Problem Problem

• Spyware
• Virus Found
• Drive Failing
• Need Help
• Patches

Solution Solution

• Fixed Spyware
• Sent Alert
• Helpdesk Ticket
• Applied Patch
• Reported Issues
• Proactive management

Kaseya Server Kaseya Server Agent Agent

Learning Objective: Applying outside the box thinking to day to day problems. Lecture Notes: Through the proper reporting and reviewing of Kaseya logs, you can evaluate and act on problems in a proactive manner. Even surprises can be addressed more timely and effectively. Common Kaseya logs include:

• Script logs
• Agent logs
• Application logs
• System logs
• Event logs

We will need to conduct regular reviews of the log data, in the form of reports, to assess the health of our environment. Report data will allow us to assess potential and actual problems, develop solutions, and report on our success and failures. The process repeats itself, day after day, every day. Participants Notes:

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The MSP Model is Changing The MSP Model is Changing Learning Objective: Understanding how Kaseya changes our day to day business Lecture Notes: By properly implementing and managing the Kaseya infrastructure, we are able to change the dynamic of our support mix, thus going from providing reactive support to a more proactive system management. And because Kaseya is delivering the services automatically, we can provide more services quicker without extra man hours and we can deliver them after normal business hours. We are able to deliver more services with fewer interruptions. Even our break fix activities become more proactive. By utilizing Monitoring we can even begin planning our emergencies and respond to traditional break fix issues in our own time. Participants Notes:

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Common Service Categories? Common Service Categories?

Reporting / Auditing Reporting / Auditing Spyware Management Spyware Management Patch Management Patch Management Event Monitoring Event Monitoring Scripting System Scripting System Helpdesk Portal Helpdesk Portal

KSERVER KSERVER

Remote Control Remote Control Software Control Software Control Individual RC Individual RC Client Delivery Client Delivery Antivirus Management Antivirus Management Computer Automation Computer Automation

Scripts or services Built in tools

Learning Objective: Identifying Management Activities. Lecture Notes: When we are considering our service mix, we need to be aware of our enterprise as a whole, whether we have one large client base or several small customer’s offices, as in an MSP model. We should consider them all part of the enterprise we support. By identifying broad categories of management activities, we can begin developing specific management functions. We can begin at a high level all the way down to detailed activities and schedules. Participants Notes:

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Developing Specific Services Developing Specific Services

Reporting / Auditing Reporting / Auditing Patch Management Patch Management Event Monitoring Event Monitoring Computer Automation Computer Automation Helpdesk Portal Helpdesk Portal Remote Control Remote Control Software Control Software Control Threat Management Threat Management Custom Service Custom Service

• Remote User Support
• Remote Server Mgmt
• Individual Client RC
• Equipment Audit
• Software Audit
• Lease/Depreciation
• Loss Prevention
• Patch Deployment
• Patch Testing
• Compliancy Reporting
• Assist In House Techs
• User Support
• Server Support
• Assist in House Tech
• Proactive B/F Service
• Daily Disk Analysis
• Monthly Check Disk
• Maintenance Actions
• Remote App Deploy
• Standardized Apps
• Application Support
• Data Management
• Antivirus Updates
• SpyWare Scans
• Firewall Management
• Learning Objective:

Identifying Management Activities. Lecture Notes: The specific management activities are developed with the enterprise in

• mind. We want, as much as possible, to manage each system identically.

Obviously, the business function of the system may require a different activity or schedule, however, we will attempt standardization as much as possible. Participants Notes:

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Developing Specific Developing Specific Service Service Activities Activities

Custom Service Custom Service

Service Offering Schedule Report Action Cost Price

• Defrag Analyze

Nightly Executive Defrag 15 Min $0.01/mo

• Check Disk

Monthly Executive Order part 15 Min $0.01/mo

• Help Desk

Continuous Open Ticket Close Tickets 2080 Hr $8.67/mo

• ______

____ ____ _____ ___ ___

• ______

____ ____ _____ ___ ___

• ______

____ ____ _____ ___ ___

• ______

____ ____ _____ ___ ___

Learning Objective: Identifying Management Activities. Lecture Notes: Once specific management activities are defined by management category, we will then need to establish a schedule and a method of communication. Remember, it’s not a managed service unless we have both a schedule and means of communication. After we have determined what we are doing, when we are doing it, and how we are communicating the successes and failures, we can step back and look at the cost to your organization, in the form of man hours, and determine how much we will need to charge. Participants Notes:

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System Management System Management Standardization = Consistency All machines should be managed in a standard manner. Management actions should be consistent across like types of machines. Management schedules should be consistent across your environment.

Learning Objective: The importance of Standardization. Lecture Notes: To have a stable, reliable, consistent, and predicable environment we must manage our environment in a similar fashion. That is, we must standardize our management activities and schedules to ensure that all systems are in a similarly known state. We must enforce standardization of our managed systems by having a schedule of changes and adhering to it. This schedule will provide us a better understanding of the state of each of

• ur systems and we can quickly diagnose and correct system failures.

Furthermore, we will have a better basis for testing changes prior to deployment. By having a known state prior to change, we can predict the effects of the change to the systems and significantly limit the number of failures we may experience Participants Notes:

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System Management System Management Think about managing devices by device type. Workstations

• S pecial Function workstations

Laptops Servers

• Active Directory
• E xchange
• S QL
• S mall Business
• Custom line of business applications

Learning Objective: Define types of systems to be managed. Lecture Notes: We must think about our enterprise resources in terms of categories of like equipment which meet like business requirements. By doing this, we can begin developing management policies and procedures not for 1000 individual machines but desktops, laptops, exchange servers and domain controllers as

• well. This will standardize our management activities into a reliable, consistent,

and predictable device function. Participants Notes:

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Management Templates Management Templates Create template accounts to correspond to your supported devices. Templates are should be created to eliminate management by exception. Create a new template to create a new management rule. Management rules include management activities and schedules. Templates are based on each of the device types we support.

Learning Objective: Define types of systems to be managed. Lecture Notes: Using Kaseya, we can develop agent templates with the machine role in

• mind. A separate template for each of the business functions we support instead
• f the 1000’s of machines we support. This will limit our support efforts to a

dozen or so systems which we manage in a consistent, reliable, and predictable manner, thus improving the overall health of our enterprise while significantly reducing our workload and effort. Participants Notes: