The Absolutely Unbreakable Rules of Service Delivery
- Five Tuesdays - August 11th - September 8th
- All classes start a 9:00 AM Pacific
This course covers the most important "rules" you need to follow to create a massively successful IT Consulting business. Based on Karl's 20+ years experience running successful businesses - and helping others do the same.
One of the most important things that you can do in your business is figure out why you're in business. If you haven’t done so already, go read Start with Why by Simon Sinek. It’s a truly spectacular book.
Nobody buys what you're selling because they need that product (service). The product or service is probably available from other companies. People do business with you because of why you do what you do. Think about the worst customer service experiences you've had: You were dealing, in almost every case, with somebody who doesn’t know why their job exists.
They say things like, “We've always done it this way.” Or, “We can't do that.” Or “Comcast won't give you a static IP.” Uh, except when they do. These are people who are focused on trying to get by. They don’t understand exactly what their function is in their company. So, fulfilling your need is not part of their equation.
Now think about why YOU are in business.
Most Managed Service Providers don't use their PSA systems efficiently. In fact, most of them only use 10-20% of the capabilities of their PSA. This costs you money because you have the tool to run everything in your business more effectively. But if you don't put the right information into the tool, then you can't get the reports you need to improve your business.
ChecklistThis course covers the daily operation of a managed service business - or any IT shop with a service board and a one or more technicians who execute the service. It assumes you have a service board or PSA (Professional Services Administration) and a service manager.
Whether you sell “break fix” or flat fee services, a service board will take your company to the next level – if you use it right. In addition to covering setup and core standard operating procedures, we'll get into the "nitty gritty" of running a service board and managing the service department.
I used ConnectWise for four years in my business. Then I switched to Autotask and used that for five years. Eventually, I move to LogicNow and used that for three years.
On top of all that, I've worked closely with coaching client who have used all of these products. This course is intended to apply to all PSAs. I will point out areas where differences are most obvious.
You will learn
How tickets should flow into, through, and off of the service board
How to set up the core components of a service board
The most important processes and procedures for making the board work effectively once it's set up
Introducing new processes to you employees
Getting clients to understand the new processes
Time tracking the right way
The most important reports you need to run
When it's time for client renewals
Avoiding the biggest pitfalls with service board management
Building an Action Plan that works
Additional Topics include:
Welcome to the Service Department
After Hours Work
On Call and Night Staff
Managing Internal Administrative Tasks
Assign Techs or Rotate Them?
Employees in The Tech Department
Technician Daily Time Management -- includes daily work flow
Time Tracking for Employees
The Tech on Call for The Day - Managing Daily Workflow
How to Maximize Billability of Technicians
Email Rules and Etiquette for the Consultant
Final Friday Training
Troubleshooting and Repair Logs
Service Delivery Policies and Procedures
The First Client Visit
Guide to a Service Call
The Network Documentation Binder - NDB
Response Times - Guarantees and Delivery
Time Entry and Note Entry in Service Tickets
Service Board Backlog Management
Daily Monitoring of Client Machines
Patch Management Philosophy and Procedures
Setting Up Alerts in Your PSA and RMM
New PC Checklists
Server Down Procedures
Third Party Tech Support - Documenting Calls
Third Party Tech Support - Rules of Engagement
Service Focus: Monthly Maintenance
Why We Do Monthly Maintenance
Scheduling Monthly Maintenance and On Site Visits
Checklist for Major Scheduled Maintenance
The Monthly Maintenance Checklist
Monthly Single Checklist
Outsourcing (some) of Your Monthly Maintenance
Backup Monitoring, Testing, and Management
Disaster Recovery - An Overview
Delivered by Karl W. Palachuk, blogger and author of the very popular "SOP Friday" posts at http://blog.smallbizthoughts.com.
Includes five weeks of webinars with related handouts, assignments, and "office hours" with the instructor. All classes are recorded for download.
This course is intended for business owners and managers. It is particularly useful for the Service Manager or Operations Manager.
A Few Details . . .
Each course will be five one-hour webinars
There will be handouts and "homework" assignments
If you wish to receive feedback on your assignments, there will be instructor office hours
Class webinars will be recorded and made available to paid attendees only.
All calls start at 9:00 AM Pacific Time
Questions? Email firstname.lastname@example.org
|Unit 1||Week One|
|Unit 2||Week Two|
|Unit 3||Week Three|
|Unit 4||Week Four|
|Unit 5||Week Five|