Managed Services -...

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Managed Services Managed Services Managed Services www.kaseya.com Welcome to Kaseya.edu Learning Objective: Introductions and Welcome Lecture Notes: Participants Notes:

Transcript of Managed Services -...

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Managed ServicesManaged ServicesManaged Services

www.kaseya.com

Welcome to Kaseya.edu

Learning Objective: Introductions and Welcome Lecture Notes:

Participants Notes:

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Cours e ObjectivesCours e Objectives

Get you thinking and focus edWhat Managed S ervices is all about

S hare and combine knowledgeYour 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 readyTo P lan 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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Kas eya Boot CampKas eya Boot Camp

Thinking Managed Services1

Developing Agent Templates2

Bas ic Template S ettings3

S cheduling Management Activities4

Deploying Agents us ing your Templates5

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 CampKaseya Boot Camp

Thinking Managed ServicesThinking Managed Services

Learning Objective: Course outline Lecture Notes:

Participants Notes:

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What is Managed ServicesWhat 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 ResourcesMore Cost EffectiveGartner 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 revenueBetter 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 ServicesWhat is Managed Services

“The practice of transferring day-to-day related management responsibility as a strategic method for improved effective and/or efficient operations.”

– 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 organization”.

Participants Notes:

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Managed S ervices Offerings S houldManaged S ervices Offerings S hould

Have a S chedule or Periodicity of delivery

R egularly scheduled IT related activities.

Cons is tent Communication Proces s

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 ServicesTypes of Managed Services

Monitoring

System Management

Privacy & Security

Hosting Services

Proactive Maintenance

Managed ServicesManaged Services

Service CategoriesPatch

Management

RemoteManagement

Learning Objective: Lecture Notes:

Participants Notes:

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Ins ide 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." Outs ide 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 othersThe New Yorker cartoon:

A man talks to his cat and points to the kitty litter box.

He says, "Never ever think outside the box!"

Ins ide the Box thinkersIns ide 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 operations 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 VideoOutside 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 exerciseOutside 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

R eports

S cripts

ProblemProblem

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

SolutionSolution

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

Kas eya ServerKas eya Server

AgentAgent

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 ChangingThe 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 / AuditingReporting / Auditing

Spyware ManagementSpyware Management

Patch ManagementPatch Management

Event MonitoringEvent Monitoring

Scripting SystemScripting System

Helpdesk PortalHelpdesk Portal

KSERVERKSERVER

Remote ControlRemote Control

Software ControlSoftware Control

Individual RCIndividual RC

Client DeliveryClient Delivery

Antivirus ManagementAntivirus Management

Computer AutomationComputer Automation

Scripts or servicesBuilt 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 ServicesDeveloping Specific Services

Reporting / AuditingReporting / Auditing Patch ManagementPatch Management

Event MonitoringEvent Monitoring Computer AutomationComputer AutomationHelpdesk PortalHelpdesk Portal

Remote ControlRemote Control

Software ControlSoftware Control Threat ManagementThreat Management Custom ServiceCustom 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 S pecific Developing S pecific S erviceS ervice ActivitiesActivities

Custom S erviceCustom S ervice

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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S ys tem ManagementS ys tem Management

S tandardization = Cons is tenc y

All machines s hould be managed in a s tandard 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 our 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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S ys tem ManagementS ys tem Management

Think about managing devices by device type.

Workstations• S pecial Function workstations

Laptops

S ervers• Active Directory

• E xchange

• S QL

• S mall B usiness

• 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 TemplatesManagement Templates

Create template accounts to corres pond to your s upported devices .

Templates are s hould 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 bas ed on each of the device types we s upport.

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 of 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: