Actionable Ideas for Improving IT OperationsMaury Weinstein, mweinste@syssrc.com

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Agenda

Gartner’s research on who handles “run”, “grow” and “transform”

responsibilities

Outsourcing decision criteria and metrics

Evolving IT from reactive survival mode to proactive

Proactivity management

End-user productivity and satisfaction metrics

Competencies

Written procedures

Right Combination of

People, Process and Tools

Assigning Responsibilities for

“Run”, “Grow” and “Transform” Activities

Outsource “Run” So You Can

“Grow” & “Transform”

“Run” “Grow”

“Transform”

“Run” Choices

Which alternative gives best price/performance including:

Cost

Quality

Risk

“Run” Metrics for Support Services IT Responsiveness

Costs

IT Support Performance

Systems Performance

IT Maturity Level - OperationsOML 1 OML 2 OML 3 OML 4 OML 5

Technology

Standards

Standards not

defined without

goal to

standardize.

Technology

purchased without

IT approval.

Key standards

partially developed

with no timeframe

for compliance.

Standards largely

developed without

compliance. IT

purchase approval

sought but

exceptions

frequently made.

Standards

developed and

organization driven

towards standards.

CxO level

beginning to

support standards.

Technology

standards

completely defined,

and documented

with CxO support.

Standards key part

of every technology

decision.

Utilize system

and service

management

tools

Ad hoc use of

point solution

tools. Little or no

automation,

documentation or

analysis.

Reduced number of

tools. Basic

automation and

documentation

performed semi-

consistently.

Basic integrated

tools. Workload

analysis toward

automation and

problem reduction.

Investment in

integrated toolset.

High SLA

compliance and

reporting. Basic

manpower

planning.

Fully integrated

systems with

manpower planning.

SLA and exception

reporting.

Automation enables

lower cost staff.

Document

and train its

operating

processes

Little or no formal

documentation

and rarely

updated. Vendor

technical or

hands-on training,

Some basic

process

documentation but

not updated

frequently. Each

function uses own

process

documentation.

“Process to create

a process” in place

with moderate

compliance.

Progress on

systematic listing of

process.

Major process flow

charted.

Compliance to

process creation

and documentation

is high. Refresh is

formal and

consistent.

Virtually all

processes are

designed and fully

documented before

the process is put in

place.

External

support model

Reactive – Time &

Materials

Recurring Scheduled Hours (Professional

Affordable IT)

Managed Services

Proactive Management

Click to attach file (such as

screen shots of problem).

Time/Admin Note9:59:18 am 31-Oct-11

pbrowneiPhone is now working and I have tested the WAPs on another

device.4:59:23 pm 29-Oct-11

Maury WeinsteinMy new iphone 4s doesn't work with sscorp. Bob's droid could

see our webpage on sscorp but then couldn't. The classroom

network works.

Assignee:

Category:

Status:

Priority:

Billable:

Summary:

Submitter Information

Name:

Email:

Phone:

Date Created: 4:59:23 pm 29-Oct-11

Closed: 9:59:23 am 31-Oct-11

Date Due: 4:59:23 pm 16-May-12 What the

end user sees

Managed Services Data Collection

Device Type

Man

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ctu

rer

Mo

del

User

Nam

e

Passw

ord

En

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ISP

Nam

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IP (

Lab

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D

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ort

Acco

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-A

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Acco

un

t P

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Lo

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n

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ort

Co

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act

Ven

do

r

Seri

al

Nu

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ac

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e

Co

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ac

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um

be

r

Last

Backu

p D

ate

Ba

ck

up

Lo

ca

tio

n

Firewall SonicWall TZ17012.4.210.196 (WAN

) 10.10.3.1 (LAN)

ISP Router TrendNet --------

Switch SMC N/A 10.10.10.5

Switch SMC N/A 10.10.10.6

Switch SMC N/A 10.10.10.3

Switch SMC N/A 10.10.10.4

Device NetGear

ProSafe Dual

WAN VPN GB

Firewall

admin 10.10.10.1Server

Room

Printer Management

Avoids avoidable printer expenses:

Help desk tickets to fix/re-supply

Premium priced OEM toner

Supplies leftover when printer no longer needed

Supplies purchasing costs

Free surveys estimate savings accurately

Alerts our dispatch before users are inconvenienced

Managing Printers

Notifications and alerts set based on thresholds

Toner levels easily

monitored

Prioritize Security Directions

Personnel Scheduling

Ticket entry data prompts you to:

study demand patterns and schedule personnel accordingly

move non-customer time like meetings and special projects

off peak hours

use part time personnel for peak periods

Benefits

Have enough staff by using hiring multiple or labor hours

backlog

Reduces stress

Increases staff confidence in management

Personnel Scheduling

Match supply and demand

I know which

computer has a

virus!

Proactivity Reduces Crises

Actionable Security Reporting1. User accounts with escalated administrative privileges

2. User accounts not logged in within the last 90 days

3. Computers not connected to the domain in >90 days

4. Computers with outdated OSs (Server 2003/08 and XP)

5. Passwords not changed in 90 days

6. Proofpoint spam filtering and spooling report

7. Symantec Enterprise Protection risks report

8. Password policy and screen lock settings

9. Log retention policy settings

10. Office 365 security score and recommendations

11. Critical event alerts from Windows server system and security logs

12. External vulnerability scans and remediation

13. Phishing campaign

Process Produces More Uptime

Measuring Progress

Benchmarking processes always brings improvements

(especially first time!)

Metrics can be constructive or destructive

When are we done?

Client satisfaction

Performance reporting

Measurements Can Increase Satisfactionor Reduce It

Managed Services Client Productivity MetricTickets per Workstation per Business Day

Reducing 46% of tickets at $25/pp/hour average downtime cost

saves $83/pp/year assuming 1 hour of downtime per request

-46%

0.0000

0.0050

0.0100

0.0150

0.0200

0.0250

0.0300

0.0350

0.0400

0.0450

Series2 3 per. Mov. Avg. (Series2)

Ticket Causes by Number of Tickets

Support Resolution Path

Requests from ticket system,

phone or email

Assign to appropriate

engineer

Users receive ticket updates automatically

Ticket held open a day

after close to ensure

resolution

Single question

satisfaction survey sent

Client Satisfaction Results for Timely Feedback

• Connecting goals directly to clients

• Through satisfaction surveys

Client Satisfaction Results

“Problem was fixed before I even

knew there was a problem.”

“He was as cool as the other side of

the pillow.”

Client Satisfaction Results

95% 94%91%

93% 94% 95%97%

93%94% 94%

95% 96%94%

97%95% 95%

94% 95% 95% 95% 95%96% 98%

96% 96%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Dec-15 Feb-16 Apr-16 Jun-16 Aug-16 Oct-16 Dec-16 Feb-17 Apr-17 Jun-17 Aug-17 Oct-17 Dec-17

Based on > 4000 responses annually

Performance Reporting

Client A SonicWall CDPCDP-MIB/CDP-RESTON

S S S S S S S

SonicWall CDP / Acronis M-F Full Backup (xxxFILE1) xxxFILE01 S S S S S

M-F Full Backup (xDC1) xxxDC1 S S S S S

35% score during

onboarding

increases to 94%

with attention

clie

nt

serv

er 1

clie

nt

serv

er 2

clie

nt

serv

er 3

clie

nt

serv

er 4

clie

nt

serv

er 5

clie

nt

serv

er 6

Site

Sp

ecif

ic

System Source Standards

RTO by site Client Selects Short (hours), Medium (>1 day), Long (multiple days)

RPO by site Client Selects Short (hours), Medium (>1 day), Long (multiple days)

Backup retention off-site Backup Standard

Backup retention on-site Backup Standard

Backup selection and type Backup Standard

Backup software Backup Standard

Backup - GRT and Object based Backup Standard

Backup capacity As recommended by Managed Services

Active Directory security scans Client answers questions raised during last period's Active Directory scans

Server age Replacement standard is 3-5 years.

Warranty coverage Base warranty hardware coverage at minimum

Patch policy Patch Standard checked annually

Password policy Password Standard checked annually

Bandwidth suitability Two paths via different vendors and suitable speed

Anti-Virus standard Using supported version of Symantec Enterprise Protection

Wireless Access Wireless Standard

Network drawing Network drawing reviewed annually

UPS run time during power outage Client annually selects UPS run time in the event of a power outage

Phishing mitigation Not accepting email from your domain via external systems

Office 365 license review Office 365 licensing reviewed annually to match user count and licenses purchased

Remote server management HP ILO or DELL DRAC cards in all critical servers for off-site out of band management

Redundant internet connections with auto-failover Cisco/Sonicwall Failover or Ecessa Load Balanced Standard

7x24 service repair contracts 7x24 guaranteed call to repair service contracts

Off-hour, local backup media availability Backup Standard

Quick server restoration Virtualized or imaged servers for quick restores

Quick workstation builds/restoration Image ready for workstation restore

7x24 support contracts for line of business software 7x24 support contracts for line of business software

Legend Meets or Exceeds Standard

Caution

Unknown, Needs Discussion or does not Meet Standard

Not Applicable

<Client Name> Best Practices Quick Glance

Initial Check <Date>

7 x 24 Client Readiness

Competencies

In-depth responsibility for an engineering outcome:

i.e. “securing workstations” or “new hire onboarding”

This person responsible for independently:

Interfacing with the manufacturer

Gaining deep product knowledge

Coordinating with our marketing team

Monitoring solution

Making a business case

Securing the solution

Benefit: Project day quarterly/ties to career path

Written procedures

Creating policy without writing it down is meaningless

• Paste existing miscellaneous documents into one file with table of contents

• Never talk process without opening the document

• Hire some followers to execute the process religiously

• Ask staff to write down what process they are using in real-time

• Keep document dynamic

Staff Entrance and Exit

Detailed procedures onboard/exit new staff efficientlyEmployee

Exit

Checklist

Standard service level agreement is 2 business hours after form submission (w/o PC handling)

Employee Name

Phone

Location

Exit Terms Termination Resignation

Exit Date/Time Time: Network access:

Remove user from all non-primary groups, hide from the global access list and:

Change network password

Requested Password:

Delete network account effective

(Deletes Mailbox in 30 days after deletion)

Disable network account effective

Delete Network Account on Click here to enter a date.

File Retention Retain Personal Network Directory

Give access to the Personal Network Directory to:

Retain local My Documents folder

Move My Documents folder to:

Give access to the My Documents folder to

Mailbox Handling

Retain existing mailbox (available only if account is not deleted)

Allow Inbox to receive email

Give mailbox proxy rights to:

Forward new email to:

Create out of office reply to alert senders with the following message:

Use Default (messages will be forwarded for one year from departure):

Your email has been forwarded to for attention. For immediate assistance please contact at or email .

Thanks

Alternate message:

Save the mailbox as a static file (.pst) to

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Amazon Web Services

Turn off when not using

Scale larger/smaller easily

Massive AWS scale

Pay only for storage used

Actionable Ideas for Improving IT Operations

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