How we do it!: Managing Client Assets Using Autotask Configuration Management

Transcription

1 How we do it!: Managing Client Assets Using Autotask Configuration Management Slides will be posted here: P R E S E N T E D B Y Brian Kerhin CEO Byte Harmony, Inc. [email protected]

2 About your Presenter Brian Kerhin CEO Byte Harmony, Inc. Byte Harmony - IT business owner / operator for > 10 years Network Administrator for Wendorff Bros. Co., Inc. (MFG, 500 employees, $80 Million Gross) Iowa State University (Computer Engineering) Computer Networking Software Development Autotask User Groups

3 Agenda: The goals Documentation using CI CI Basics and Automating CI Basics Autotask Integrations and CI More accurate automated billing using CI SLA Automation using CI Reporting on CI The end we want to work toward * Questions at the end of the presentation: Keep notes

4 Configuration Item Vocabulary Where to find information Autotask > Help > Online Documentation Autotask > Community > Home Peers Vocabulary Used Installed Product Asset Configuration Item Config Item CI

5 Documentation: Why keep it in Autotask Instantly available to all employees during service desk workflow Ticket History Automatically Created RMM information can be on AT ticket history Extendable via Configuration Item Type and UDF fields Security on UDF fields Reduce the number of applications used in your organization (ROI)

6 Configuration Item Basic Elements Product Defined in Admin Used on AT Quotes and CI Organization: Product Categories > Products MFG > Product Product Type > Product (BH) Product Layout: Generic / Specific / Hybrid (BH Auto Select)

7 Configuration Item Basic Elements

8 Configuration Item Basic Elements Product Defined in Admin Used on AT Quotes and CI Organization Product Categories then Products MFG > Product Product Type > Product (BH) Product Layout: Generic / Specific / Hybrid (BH Auto Select) VENDOR Automate on CI creation with Product definition

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10 Configuration Item Basic Elements One Product to One CI Type TEMP Multiple products can use the same configuration item type

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12 Configuration Item Basic Elements One Product to One CI Type Configuration Item Type UDF Fields on CI Customize what information is stored in a CI Defined in Admin Create UDF while defining CI Type

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14 Configuration Item Basic Elements Configuration Item Type UDF Fields on CI One Product to One CI Type Customize what information is stored in a CI Defined in Admin Create UDF while defining CI Type Integrations: (Specific) best kept separate. Continuum Device ID LT Device ID LT IP Address (note this is different than IP address above!) No integrations: (Generic) Password, IP address, etc (reuse)

15 Configuration Item Basic Elements Generic Text Fields Most used, most confused Fields: Serial Number Reference Number Reference Title Warning! No requirement to use any of them for anything Keep it consistent (see sample sheet) Easier to find things Have a unique field: Serialization for asset tags

16 Configuration Item Basic Elements Contract / Service Can affect the quantity on a contract, AT will prompt if over the current billed quantity. SLA Automation Best Practice: Only accounting department updates Contract / Service (Multiple cooks in the kitchen) Documentation is made on a ticket if a Contract / Service is changed

17 Configuration Item Basics: CI Automation Ticket creation workflow with CI Add CI Use Speed Code Done

18 INTEGRATIONS

19 Autotask Integrations: Why use CI and Integrations? RMM can auto create tickets with CI attached RMM can auto close tickets with CI attached System history in AT CI is more accurate Quick Access to RMM object via CI (LiveLink)

20 Autotask Integrations: Create CI when using Integrations Method 1 Create CI first Create Ticket for Sales Opportunity Create CI once Opportunity is Closed Install Machine and add to RMM Update AT with RMM ID RMM can change almost anything via integration LT Example! Method 2 Allow integration to create CI, then update Work ticket with no CI attached Have integration create CI Update CI and Ticket

21 BILLING

22 Billing: Why use CI with Billing Adding a CI to a ticket will automatically select the contract associated with that CI. No need to remember which services are provided for different clients. Automate the following product delivery types all on the same client: HaaS / SaaS (Recurring Service Contract) T&M Fixed fee (Recurring Service Contract) Budget (Block Hours Contract) Contract exceptions allow for even more complex automation

23 Billing: Subscription Billing The only way to have multiple services delivered on the same CI

24 Any text you want on the invoice For Month to Month contracts use 1/1/2030!Will create a separate invoice! Always use 0 for subscription cost and use Ticket Costs for product Acquisition

25 SLA

26 SLA Automation: Why use CI with SLAs? CI and Speed codes Automate SLA selection Can select an SLA if no default exists using CI

27 Reporting and CI 3 Reports for CI Vendor Time and SLA report Expiring Configuration Items Expiring Subscriptions How the report was created using the CI elements.

28 Q&A

29 THANK YOU