A -“Codifying” your business, its what we do as an MSP operations team with everyone focused on the support of your Digital Health. The MSP operating model works at scale because we are focused on operational excellence and efficiency due to the core nature of supporting technology operations across many customers every day using software automation tools and process discipline. The codifying is gathering the rich data from your systems and existing processes, placing all data into a accessible Knowledge Base for current and future use. We then analyze them effectively with our MSP team to meet your SLA, adding the process and people.
Q -What happens when our employees try to work around with jumping to a known effective support person?
A -We will log and notify the behavior pattern with the ticket capture. The goal would be to change behavior and adapt to the needs of the business to better understand the “HERO” syndrome and why the business is reliant upon one person. Our goal is to identify high priority users and provide white glove services provided by our entire team, eliminating the need to circumvent process. We will monitor and report as well as put plans in place to change the behavior and set up a KPI to measure to.
Q- How do you prioritize tickets of the Applications, People and Machines?
A -We use standard Ticket escalation process. We will sync your Active Directory (AD) to our Ticket System and build a field to search and prioritize based on the “Identity” of the ticket. We will store and classify based on Applications, Network Device (Machine) or Person. We can then filter those for terms of service and response. The ITSM and ITIL models help us adhere to the terms of service for the MSP team and your SLA but we have to be adaptive and be flexible to understand your KPI’s what you want to measure and prioritize for the business. Refinement of KPI’s will be ongoing and driven by on-demand reporting, through the Eplexity Customer Services Portal, along with ongoing service reviews.
Q – How do you handle Application Upgrades?
A -These would be handled by a project and coordinated the Service Delivery Manager (SDR). The SDR would align a Subject Matter Expertise with relevant experience for the requested work. For example during a PACs system upgrade Eplexity would likely serve as the Network, Server Systems and Workstations Project Delivery team working with the Development and Vendor to perform the upgrade. Overseeing this work and managing the coordination would be handled by the SDR and RIA’s project point-of-contact.
Q -How would you onboard us?
A- Onboarding is cut and dry. We do not see it as a big challenge. We would set a cut over target date and work backwards to go live. We have done many cutovers to the MSP service desk. We can build out a detailed map of what we want to onboard – but likely you may not have all the assets we want to on board you in the perfect world. Ideally we would have: Network Mapping, Run Books, Patching Schedules, Key Application Details, Security Policies, LDAP Directory Information, Application Data Flow models, Architecture Diagrams, Asset Classifications, and User Classification. At some point we have to commit to “Jump in”. We are willing to do that with RIA. See the below High Level Design onboarding process Chart.
Sprint 1 is 2 weeks. Sprint 2 – will detail out what is needed to compete and # of days needed to complete onboarding. See Question 48 on Page 13 for detailed Answer on process onboarding details and steps.
Q- How long would it take to onboard us?
A- This is 2 weeks to 30 days. 3 People full time from Eplexity and 3 people Full time from COMPANY Xfor that time period dedicated to a simple project plan. Project is dependent upon us getting correct access and complete help with COMPANY X assigned team mates. Format is in 2 week organized Sprints.
Q- What if COMPANY X purchased someone or doubled our business in Jan? What would you do to adjust to the business?
A- We have the private capital to expand immediately to meet your business needs. These kinds of service increases are common with our customers due to acquisitions and typically are not that disruptive to the MSP.
Q- What would we do if we grew our business immediately by 20% in one month?
A -We will adapt appropriately to adding the correct resources to meet your SLA. In addition we would inventory those new assets and schedule them into the MSP for data collection, base lining and SLA contract support.
Q- What is the size of your largest customer?
A -We have several international customers that we manage complex application workloads for in Private Cloud Nodes and in Public Amazon Cloud or AWS. The customer revenue sizes are from $2M a year to $2Billion a year. Particular to full service desk we have customers at 250 to 350 seats that we are managing End users workstations and Applications as an MSP with a SLA contract. In these cases we take care of the Applications in the Cloud, Manage their network connections and provide ongoing support of Desktop workstations and Server services in Private or Public nodes. Server numbers are in the 100’s of Physical Servers and 1000″s of Virtual Machine Servers.
Q- What happens if we lose people on the COMPANY X service desk prior to us having the opportunity to capture them?
A- We would send in 2-3 Eplexity Senior Level Consultants into the organization to capture the tribal information needed to rebuild the run books for our MSP while supporting the daily operations. We believe this is a 2-3 week process. We would deploy our software to gather the network maps with all physical IP devices attached, Active Directory (LDAP) files, application inventory and current patching. On the business side we would want to see telecommunication agreements, software contracts and renewal information, current ticket information and any recent 3rd party audits. On the information security side we would gather all information on Firewall logs, IDS, SIEM, Encryption routines, Digital Certificate Servers, Content Filtering, Anti Malware Servers, Switches and Router data. This “digital book” of COMPANY X would give us a good start.
Q- Would you rebadge some of our current employees?
A – Yes. If possible and they meet the objectives of COMPANY X& Eplexity MSP contract, the job description and the SLA. In an ideal world we would like to have as many as possible make the transition to Eplexity, at a minimum, 1-2 members from your team joining Eplexity would greatly ease in the transition to managed services. This is currently undefined and additional clarification and interviews are needed to make a final determination.
Q – Would you leave a Service Desk person onsite at COMPANY X a few days a week if needed?
A -Yes. We are willing to agree to a rotation exercise of our MSP Service desk people to come down to COMPANY Xand sit physically in the current service center at least 2 days a week and or travel to other areas needed in town or out of town hot spots (when T&E is approved by Eplexity).
Q – Onsite services outside of Denver Metro?
A- We have contract with national hands and eyes service providers that have a 4 hour response requirement anywhere in the United States. International services are also available if needed.
Q- What does continuous improvement look like?
A- We have weekly account review sessions with our MSP team and Quarterly Business Reviews with your key team to measure KPI’s. In addition, we are available at anytime for Ad-Hoc conference calls with the MSP Manager to discuss anything. During the onboarding period, we would have a daily cadence with you for
Minimum of 2 weeks. Daily and weekly reports would be available via the dashboards we build specifically for COMPANY X as soon as the software agents are deployed. A service manager would be assigned to your account along with your Account Manager for any dialog.
Q- What is the Software you use today for Service Desk?
These 4 come stock with our standard service contract for Company X:
(1). http://www.kaseya.com for RMM (VSA), PSA (BMS) and Traverse for correlated and business‐oriented views of the IT infrastructure
(2) ITGLUE for CMDB, and Documentation
(3) BrightGauge for Data Analytics – Powering Service View Dashboard
(4) AlienVault MSP – for Security Information and Event Management
These software options are for custom MSP and MSSP Efforts and can be added over time to the COMPANY X Analytics offerings:
(5) Splunk Enterprise – For custom Analytics and KPI Dash Boards
(6) AWS Service Catalog – For custom Web Applications for Big Data and Analytics
Q -Within Kaseya what tools are you licensed for and what do they do?
A – Kayseya – Discovery, Device Inventory, Device Automation – VSA , BMS and Traverse. Kaseya discovers network connectivity, disks, controllers, VLANs, file systems, fiber channel switches, printers, SAN, NAS devices. In addition to the technical aspects of gathering all of that information, this becomes our ITSM support tool for ticket management and the building of the IP device assets details.
Q- Can we use your software?
A – Yes – Its has a Multi Tenant Capacity. At the Kaseya core is a workflow management system for handling incidents, service requests, problems and changes to any IP driven machine. Further, Project Management of IT projects have the ability to be managed within these tools and overseen by Eplexity
Q – What does reporting look like?
Q – How do you share your KPI’s for us?
A – KPI’s will be illustrated into best-fit dashboards. In addition we will gather company requirements for any additional Analytics needed and continue to push the envelope of reporting with adapting to the business needs.
Q- What are some of the analytics we can measure? Can those roll up to KPI’s?
A (1) – Service Desk: We can measure – ticket open and close times, Assigned, Unassigned, Waiting on Customer, Avg Mean time to Resolution, Customer Response, Overdue, Worked on Today, Resolved Today, Resolved Yesterday, Time Spent on Ticket by Technician, Ticket Drag (received – closed = drag)
A (2) – Ongoing Operations: Problem reporting and status, Security posture – and risk index, upcoming Change Requests Calendar, Project Statuses
Q – If we flipped the switch how much time would it take to on board and what are the steps?
A – 2 Weeks to 30 days. Steps attached in Slide.
Q – What would the communications look like for rebadge in detail and would you have an incentive program?
A – We would interview and determine whom we need based on the SLA and relative expertise. We have a couple of people identified as key people. We would communicate our plan with the help of the COMPANY X team and provide a schedule of interviews and hiring next steps. We would put together a career map based on our People model and map out a course for training, education and career goals with an incentive program.
Q – Would you comply with COMPANY X current tenures for COMPANY X employee and safeguard this if employee came aboard Eplexity?
A – Yes, we would acknowledge tenure for PTO along with an assessment of their current benefits providing a comparable plan. Eplexity offers full medical benefits that go active after a 60-day probation period. We would offer to pay COBRA benefits should the Employee choose to keep COMPANY Xhealthcare coverage till the end of 2017 then making a transition to Eplexity’s healthcare plan during open enrollment.
Q – Do you have a customer of our size?
A – Yes – Many at near your size as total “Service Desk”. Then we have several that a much larger in the sense of “Pure Cloud” customers. Workloads on 1000’s of Virtual Servers.
Q – How do you judge the service desk as an MSP?
A – Hourly / Daily /Weekly KPI reporting and Digital Dashboards. We are in constant 24*7 view of the data and monitoring the service details. Our technology allows granular detail for service related reporting and metrics of the tickets and how they are handled by the Service Delivery Desk.
Q – What are the analytics used to determine a good or bad service?
A -The average customer Service Desk tracks more than 25 metrics. This is a classic example of quantity over quality, where Service Desks falsely assume that they are doing something productive and good by tracking all of these metrics. The vast majority of these metrics, however, are only marginally relevant. The seven that really matter are as follows: Cost per Contact, Customer Satisfaction, Agent Utilization, First Contact Resolution Rate, First Level Resolution Rate, Agent Satisfaction, Aggregate Service Desk Performance. Overtime there likely to be specific data that we want to pinpoint and measure as part of our ongoing effort of improvement – these will be discussed and tracked during our ongoing business reviews.
Q – Will we get to see the same Portal you are seeing?
A – Yes, we can share the same page views and portal access to reporting. We also can build out a KPI window dashboard for “Digital Health” based on your needs and place in your “Virtual NOC”, or command center.
Q – How do we reassure that Eplexity works toward fitting in with the service demands of our diverse COMPANY X customers?
A – We would work toward segmenting all the COMPANY Xusers with directory services to determine who they are and how we should be handling them based on the SLA importance of the Department and Role. IE – A COMPANY XDoctor/ Owner VS General Administrator or employee. This will be an ongoing process but the automation piece is getting LDAP – Active Directory setup in accordance of the service desk model.
Q – What is your ITSM Portal Software?
A – We use Kaseya ITSM service modules.
Q – Can your software do multi Tenant?
A -Yes – it is. We can provision multiple team COMPANY X employees for role-based access. We can also maintain separation of any acquisitions; we can set up “NEWCO’s” separately under the COMPANY X Brand ownership.
Q – How would you identify VIP users from 3 or 4 different facilities or business units?
A – We would filter on Active Directory and define their Roles and Service levels regardless of location, facility or domain.
Q – How do you develop your call scripts based on your Knowledge base?
A – Over time we can help develop particular response scripts based on the Knowledge base. We also can work with you on what our other customers are doing in this area to share best practices.
Q – How do you guard against social engineering of Call Desk and end user validation?
A- We have some simple methods such as rotating keys and one time passwords VIA SMS – IE I am generating a ONE TIME SMS to your Cell phone listed in Active Directory and sending to you now. Please read it to me once you receive it to Proceed. Further – we can integrate into various HR contact systems to capture Employee ID so to use as part of a verbal secondary identification.
Q -How do you get our Tribal Knowledge?
A – We would request all Run Books, Networks Maps, Software licensed, Hardware Inventory and active patching with any recent 3rd party Assessments. We would also ask to interview the IT and operations team. If IT interviews are not possible then a network sweep and assessment by Senior Consulting Engineer(s) would be placed on-site to capture system information.
Q – Can you filter and report on emerging ticket problems?
A – Yes. We filter on all service desk tickets and can determine stacking patterns.
Q – Can your team work to Root Cause?
A – Yes – The goal would be to work toward Root Cause at the People, Process or Technology Layer. Root Cause analysis will be part of active reporting and measured with in the QBR.
Q – How is your Knowledge Base served up?
A – Knowledge management is having the right information to the right place and person at the right time so they can make informed decisions. Knowledge management, therefore, gathers, analyzes, stores and shares knowledge and information within an organization. The primary goal of knowledge management is to improve efficiency by reducing the need to rediscover knowledge. Eplexity’s best practices for improving knowledge base and/or establishing includes: Create KB content as a by-product of solving problems, Evolve content based on demand and usage, Develop KB to encompass the team’s collective experience to date, Reward learning, collaboration, sharing, and improving through internal KPIs.
We are using a standard knowledge base library and then constantly loading information from Incidents, Service Deployments, Change Requests, etc. Information is farmed out of ticket hot spots and the supported devices and applications for the COMPANY X Knowledge Base library. This is adjusted based on COMPANY X inventory of applications and supported machines and then monitored for use by your team and ours for effectiveness of usage by your customers. In addition we can determine emerging non supported devices and applications to be considered from tickets and regular sweeps of the network for devices attached. This data can be reviewed for the QBR as your user community is using these applications and devices on your network. Decisions on whether to support these items or not can be made by the business team.
Q – Can do you determine and classify Problem Management on tickets? How do you handle what is perceived as a Systemic issue?
A – Yes. At the core of service improvement is quickly determining a problem upon receiving first notice either through system generated alerts or physicians contacting the service desk, although as we discussed its not as easy as it sounds. Ticket correlation and understanding your infrastructure with implementing the correct Incident classification and gathering the correct data at the time of ticketing is the discipline used within our MSP team to help determine problems. If a problem area is defined as “systemic” and root cause cannot be determined then we can define a “Project” for an additional charge if its out of bounds of our current service agreement. IE – Hooking up a Network Sniffer for a period of time to determine a particular network related issue if asked to do so to find a root cause to resolve.
Q – Can you determine and recommend technology to improve our quality of service?
A – Yes. We will be constantly reviewing the SLA for uptime and make the correct recommendations in technology to budget, acquire or reconfigure and upgrade COMPANY X infrastructure.
Q – How would you approach critical application patching from a vendor?
A – It’s the same process. We would work with your team to schedule through the change management process and then review the risk of patching of the device or software application. Move from testing then promote to production window.
Please see attached patch management procedures.
Q – How do you handle Change Records and Document?
A – Kaseya our ITSM tool will administer any change records of all systems. Time of change, what type of change, who authorized the change , regression strategy are all captured in the system of record. In addition we can add notes into the change management system when needed. The Eplexity Change Advisory Board lead by the Customer’s assigned SDR will oversee and work with COMPANY Xto coordinate all changes.
Q – How do you handle break / fix when we need onsite help?
A – Locally here in Colorado we would dispatch our Eplexity Engineering team on site to all COMPANY X facilities. Out of state we are working with Tech Service today and Dell Desktop support Services. Both have in region SLA 4 Hour support contracts for onsite help. You would still file the ticket through our Service Desk and we will coordinate the work order tasks.
Q – How do we understand historic information? What access to systems do you have to document our infrastructure?
A – The ITSM software agents will give us the context of the network and its physical assets device inventory. That will build out the live diagrams of the infrastructure and provide us the visual maps. Behind those maps we will be adding the context to tickets, upgrades, patches, and any other documentation we can provide for those devices and services. This builds the company treasure map and gives us our baseline to document the assets and build out the historic information over time through change management.
Q – What is your Change Management operating model? How does it tie in with ours?
A – Eplexity follows the ITIL change management best practices model and will work to align those best practices with RIA’s internal procedures, where applicable. Change Requests will be managed through Eplexity’s Kaseya Ticketing system and tracked for historical purposes. Eplexity’s SDR will work to identify key technical folks from each of the functional IT group (Development, DB, Network, etc) to serve as a Change Advisory Board (CAB). The SDR will meet with these key people weekly to bi-weekly to review all planned changes. We will work with COMPANY Xto be in alignment of outage windows and other business constraints that we may not know about without the change model approval in place.
Q – Can you start base lining our operations and compare it for any incremental change?
A – Once we have a baseline established we could continuously compare it to changes. Changes can start being time aligned and instrumented into the KPI’s. So for example, we can measure application changes to tickets. Patch upgrades to Tickets. Any device on the network that has been changed we can monitor for detailed machine knowledge and determine ticket loading on that device that may be indicative of a systemic issue.
Q – We have never seen Managed Service done entirely well – How are you any better?
A – We agree the industry is young and there is a lot of improvement yet needed. We believe our customer focus combined with understanding of your data make us different as an MSP. In addition we are a business partner and can make recommendations for change in people, process and technology as an extension to your leadership team based on our extensive customer and project portfolios
Q – One key thing you are trying to do differently?
A – We have invested into a well-defined people model we believe is unique for this industry based on the needs of the Cloud generation support model. This involves painting a path for a MSP Service Desk employee to achieve to and move through in his or her career.
Q. Can we see a detailed onboarding steps for COMPANY Xto come aboard Eplexity MSP NOC?
A – See below.
Phase 1: Business Needs Analysis
Contact Information into PSA
Introduction to Project Manager and On-boarding Conference Call
Location Information into PSA
Obtain Contracts and Warranties for Hardware & Software
Onboarding Kickoff Call
Service Delivery Meeting and Site Analysis
Set up Agreement in PSA
Vendor Information into PSA and CMDB
Warranties and Contracts into PSA
Roundtable: Hardware, Operating Systems, Application Software, Services and Vendors.
Roundtable: Business processes and workflows.
Roundtable: Growth plans, business goals, bottlenecks and pain points.
Roundtable: Personnel mapping for stakeholders, technical contacts, Vendors, VIPs
Phase 2: Technology Assessment
Document and evaluate the hardware, operating state, and role in supporting business processes.
Installation of RMM Agents
RMM utility to perform discovery and data-gathering.
Complete Asset Information Spreadsheet
Infrastructure Modifications, Updates and Upgrades
Evaluate the resulting output to qualify the infrastructure’s suitability for services.
IT Software License Contracts (AV, OS, Office, etc.)
IT Communication and Service Contracts and Contacts
Phase 3: Provision Client
Set up client in Billing System
Client Email Describing the Provisioning Process
Complete Company Contact Import Spreadsheet
Complete Vendor Information Spreadsheet
Emergency Support Configuration into PSA
Emergency Support Information into PSA
Portal Access to Authorized Clients
Letter of Agency to Vendors
Set up account in PSA
Set up account in CMDB
Set up account in KPI Reporting Customer Dashboard
Configure and Deploy RMM Agents
Configure and Deploy Backup Agents
Phase 4: Provision Client
Initialize Discovery Routine for RMM to identify network-connected devices and their roles
Document discovery into CMDB
Associate Applicable Default Monitoring Templates to all Managed Devices
Associate Applicable Default Monitoring Templates to all Managed Operating Systems
Associate Applicable Default Monitoring Templates to all Managed Software Applications
Associate Applicable Default Monitoring Templates to all Managed Services
Develop Monitoring Policies for all devices, OS, Software, and Services not discovered by RMM
Test and Confirm communication and alerting between Client Locations and
Eplexity NOC Preparation
Configure, Test, and Confirm Client Service Desk portal
Configure, Test, and Confirm Remote Access and Control for all Managed Devices
Configure, Test, and Confirm Delivery of escalated alerts for all Managed Devices to Service Portal
Configure, Test, and Confirm proper delivery and deployment of patches and updates.
Customize and Test Client Reports in BrightGauge
Customize and Test Client Reports in BMS
Configure and Test automated report delivery sequences
Collect all Infrastructure Information and Input to CMDB
Phase 5: Training
Establish Mutual Go Live
Training Sessions: Customer, Portal, Service Desk
Verify Alerts are Live in RMM
Verify Reporting is functional
Service Desk Training in Client Environment
Client and End User Support Training (BrightGauge, CMDB, and Service Desk)
Maintenance Windows Defined
Reporting Walkthrough, Frequency
KPIs Identified for Initial Service Turn Up
Send Welcome/Introduction email to client
Phase 6: Go Live
Begin SLA Reporting
Confirm Go Live
Project Plan Completion
Phase 7: Service Delivery
Establish 30 Day Business Review
Establish 60 Day Business Review
Establish 90 Day Business Review
Establish Quarterly Business Review
Q. Detailed REPORTS from Question 17. KPI Dash Board Configurations
A . See Below.
KPI Dash Board Configurations