Managed Services Managed Services Managed Services Welcome to Kaseya.edu www.kaseya.com Learning Objective: Introductions and Welcome Lecture Notes: Participants Notes:
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 w w w .kaseya.com 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:
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 w w w .kaseya.com 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:
Kaseya Boot Camp Kaseya Boot Camp Thinking Managed Services Thinking Managed Services w w w .kaseya.com Learning Objective: Course outline Lecture Notes: Participants Notes:
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 w w w .kaseya.com 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:
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 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 w w w .kaseya.com 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:
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 w w w .kaseya.com Learning Objective: Lecture Notes: Participants Notes:
Types of Managed Services Types of Managed Services System Service Categories Management Patch Management Monitoring Privacy & Managed Services Managed Services Security Proactive Maintenance Remote Hosting Management Services 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 . w w w .kaseya.com Learning Objective: Lecture Notes: Participants Notes:
Inside the Box thinkers Inside the Box thinkers � 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 outside the box!" w w w .kaseya.com 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.
Outside the Box Video Outside the Box Video w w w .kaseya.com 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:
Outside the Box exercise Outside the Box exercise w w w .kaseya.com 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:
How does it work? How does it work? Kaseya Server Kaseya Server Solution Solution Problem Problem • Fixed Spyware • Spyware Logs • Sent Alert • Virus Found • Helpdesk Ticket • Drive Failing Reports • Applied Patch • Need Help • Reported Issues • Patches • Proactive management Scripts Agent Agent w w w .kaseya.com 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:
The MSP Model is Changing The MSP Model is Changing w w w .kaseya.com 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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