kaseya connect 2011 - building the process framework (ant farm)

1Copyright © 2010 AntFarm, Inc. All Rights Reserved

Building the Process Framework

for your Managed Services


John Kilian

President, AntFarm, Inc.


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


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


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

7

Copyright © 2007 AntFarm, Inc.

Which archer would you want to train?


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


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


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


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



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


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 theValue

Proposition

Design theService

Architecture

Engineerthe Process

Modules

DeployThe

Processes

1 2 3 4

IMPROVE


framework

Establish the Value Proposition


“Don’t Worry, Be Happy,

We’ve got you covered”

Doesn’t provide

the proper

foundation for

Service Design



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”






Determine the

Business Objectives

for the service

Outline the client



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




Resolve outages quickly, when they do

occur



Determine the

Business Objectives

for the service

Outline the client



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


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


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


Keep the client’s IT systems in compliance with

vendor software updates


Avoid unintended consequences from changes

to IT systems

Ensure that the client’s data is backed up to

enable recovery within required service levels






Desktop patch application and verification


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…


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


Ensure that the client’s data is backed up to enable

recovery within required service levels






With these

service

outcomes…



Establish theValue

Proposition

Design theService

Architecture

Engineerthe Process

Modules

DeployThe

Processes

1 2 3 4

IMPROVE


framework


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


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


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


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


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


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


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


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



Transition

From Sales

Client

Service

Kickoff

Service

Activation

Client IT

Environment

Discovery

Baseline &

Analysis

Audit Results

Review


Quarterly

Business

Review

Service

Improvement

Program

Customer

Satisfaction

Program


Asset &

Configuration

Management

Change

Management

Risk

Management

Service Control

Agreement

Management

Client Onboarding

Service

Level

Assurance



Intake

Event

Management

Response

Matrix


Service Ticket

Closeout

Service

Request

Fulfillment


Tier 1

Help Desk

Support

Tier 2

Incident

Resolution

Responsive Support

Emergency

Dispatch

Escalation

Management

Scheduled

Dispatch

Problem

Management

Server &

Desktop

Management

Patch

Management


Backup

Management

Security Management

Firewall

Management

Malware

Management

Access

Management

Audits and Tests


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



Service

Closeout

Service

Deactivation

29

Client Onboarding



Transition

From Sales

Client

Service

Kickoff

Service

Activation

Client IT

Environment

Discovery

Baseline &

Analysis

Audit Results

Review


Quarterly

Business

Review

Service

Improvement

Program

Negative

Feedback

Review


Asset &

Configuration

Management

Change

Management

Risk

Management

Service Control

Agreement

Management

Service

Level

Assurance



Intake

Event

Management

Response

Matrix


Service Ticket

Closeout

Service

Request

Fulfillment


Tier 1

Help Desk

Support

Tier 2

Incident

Resolution

Responsive Support

Emergency

Dispatch

Escalation

Management

Scheduled

Dispatch

Problem

Management

Server &

Desktop

Management

Patch

Management


Backup

Management

Security Management

Firewall

Management

Malware

Management

Access

Management

Audits and Tests


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



Service

Closeout

Service

Deactivation

Client

Service

Kickoff

30



Transition

From Sales

Client

Service

Kickoff

Service

Activation

Client IT

Environment

Discovery

Baseline &

Analysis

Audit Results

Review


Quarterly

Business

Review

Service

Improvement

Program

Customer

Satisfaction

Program


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

Closeout

Service

Request

Fulfillment


Tier 1

Help Desk

Support

Tier 2

Incident

Resolution

Responsive Support

Emergency

Dispatch

Escalation

Management

Scheduled

Dispatch

Problem

Management

Server &

Desktop

Management

Patch

Management


Backup

Management

Security Management

Firewall

Management

Malware

Management

Access

Management

Audits and Tests


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



Service

Closeout

Service

Deactivation

31

PAIN

PAIN

VALUE



Establish theValue

Proposition

Design theService

Architecture

Engineerthe Process

Modules

DeployThe

Processes

1 2 3 4

IMPROVE


framework


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


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


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


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


Include entry conditions

or “triggers”

Include exit conditions and

links to next process



Establish theValue

Proposition

Design theService

Architecture

Engineerthe Process

Modules

DeployThe

Processes

1 2 3 4

IMPROVE


framework

Process Doesn’t Happen By Osmosis


• 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)


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


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



Transition

From Sales

Client

Service

Kickoff

Service

Activation

Client IT

Environment

Discovery

Baseline &

Analysis

Audit Results

Review


Quarterly

Business

Review

Service

Improvement

Program

Negative

Feedback

Review


Asset &

Configuration

Management

Change

Management

Risk

Management

Service Control

Agreement

Management

Client Onboarding

Service

Level

Assurance



Intake

Event

Management

Response

Matrix


Service Ticket

Closeout

Service

Request

Fulfillment


Tier 1

Help Desk

Support

Tier 2

Incident

Resolution

Responsive Support

Emergency

Dispatch

Escalation

Management

Scheduled

Dispatch

Problem

Management

Server &

Desktop

Management

Patch

Management


Backup

Management

Security Management

Firewall

Management

Malware

Management

Access

Management

Audits and Tests


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



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


• 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


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


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



Establish theValue

Proposition

Design theService

Architecture

Engineerthe Process

Modules

DeployThe

Processes

1 2 3 4

IMPROVE


framework


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


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?


Preview of AntFarm

Service Offerings



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




Transition

From Sales

Client

Service

Kickoff

Service

Activation

Client IT

Environment

Discovery

Baseline &

Analysis

Audit Results

Review


Quarterly

Business

Review

Service

Improvement

Program

Negative

Feedback

Review


Asset &

Configuration

Management

Change

Management

Risk

Management

Service Control

Agreement

Management

Client Onboarding

Service

Level

Assurance



Intake

Event

Management

Response

Matrix


Service Ticket

Closeout

Service

Request

Fulfillment


Tier 1

Help Desk

Support

Tier 2

Incident

Resolution

Responsive Support

Emergency

Dispatch

Escalation

Management

Scheduled

Dispatch

Problem

Management

Server &

Desktop

Management

Patch

Management


Backup

Management

Security Management

Firewall

Management

Malware

Management

Access

Management

Audits and Tests


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



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


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


Configuration

Management

Change

Management

Risk

Management

Service Control

Contract

Management

Customer “Onboarding”

Service Level Assurance

Proactive Administration


Managed Services Architecture


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.”



Questions?


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your services!

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kaseya connect 2011 - building the process framework (ant farm)

Business

service effort

efficiency of service

service delivery model

process framework

elapsed service timeadds

process consistency

process improvement

process delay