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Standard Operating Procedures for Managed Services: The Basics

 

Introduction to Money-Related Policies for Managed Service Providers

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Managed Services Operations Manual

 

Managed Services Operations Manual


Standard Operating Procedures for Computer Consultants and Managed Service Providers

 

  • 4 books
  • 1,300+ pages!
  • Plus downloadable white papers, checklists, and more

 

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Project Management in Small Business

 

Project Management in Small Business

 

How to Deliver Successful, Profitable Projects on Time with Your Small Business Clients

 

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Manage Services in a Month - 2nd Ed.

 

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Relax Focus Succeed

 

Relax Focus Succeed

 

Revised Ed. 2014

 

Balance Your Personal and Professional Lives and Be More Successful in Both

 

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About Karl

Karls PictureHello! I run a small technology consulting firm, and another business, in Sacramento, CA. I hope you find something useful here. If we can help, contact me at Karlp at SmallBizThoughts dot com.

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Managed Services Operations ManualStandard Operating Procedures for Managed Service Providers

 

Table of Contents

The artciles listed below constitute about 70% of the entire book. Additional information and a complete table of contents is available at www.sop4smb.com.

The Managed Services Operations Manual 4-volume set is available at SMB Books, Amazon, and wherever fine books for nerds are sold.


Watch my SOP Videos on our YouTube Channel: www.YouTube.com/smallbizthoughts


 

Volume One: Front Office Mastery

Section I - Getting Started

 

Introduction to SOPs for Technical Consultants and MSPs

Setting Up an MSP Office

Getting Started - Naming Your Business

Getting Started - The Form of Your Business

Getting Started - Cash vs. Accrual Accounting

Getting Started - Licenses, etc.

How to Work 8AM to 5PM in I.T. Consulting

Keeping Your Standards and Procedures Organized

Team Management of SOPs

Making Exceptions to SOPs

Rules for Working at Home

Phone Etiquette and Procedures

Phone Procedures 1 - Philosophy and General Rules

Phone Procedures 2 - How Much Interruption is Okay?

Business Cards . . . All the Details

Signing Service Agreements

Section II - Finance

The Central Role of Finance

Building a Business Plan for Your I.T. Company

Billing Procedures and Policies

Cash Flow: Getting Paid in Advance

Collection Policies

Cash Flow: Dealing with Late Payments

The Managed Services Grid

Invoice Review and Processing

Cash Flow: Weekly Procedure

Hourly vs. Salaried Employees

Running Regular Financial Reports

Choosing Pay Dates

Vendor Management and Coordination

Vendor/Distributor Record Keeping

Inventory Management

Is This a Profitable Hour?

Financial Goals: More than Revenue Targets

Financial Goals: Realistic Revenue Projections

Financial Goals: Getting Started

How to Track Credit Card AutoPayments

Section III - Sales, Marketing, and Client Management

Intro Notes

Defining Your Company to Clients and Employees

Quarterly Roadmap Meetings

Helping Clients with Audits - Security and Insurance

Celebrate Anniversaries (Employees and Clients)

Sales Tickets and Sales Queues

Trip Charges

Sales Scripts

Clients Who Abuse the Phones

Removing a Client from Managed Services

 

Volume Two: Employees and Internal Processes

Section I - Employees

Intro Notes

Employee Handbook

Hiring Your First Employee

Hiring vs. Outsourcing

Hiring Process

Employee On-Boarding

Roles and Responsibilities - Front Office

Roles and Responsibilities - Service Manager

Roles and Responsibilities - Technician

DiSC Personality Profiles

Honesty, Integrity, and Teamwork

Basic Customer Service Training

Employee Review Procedure (Quarterly or Annual)

Layoffs and Downsizing

Firing Process

Time Sheet Submission and Approval

Employee Expense Reports

Healthcare and Other Benefits

Paid Time Off / Paid Holidays

Travel Policies

Casual Fridays (and Dress Codes Generally)

Dealing with Unfaithful Employees

Section II - Misc. Policies and Procedures

Intro Note

Organizing Your Company Files and Folders

The !Tech Directory

Naming Your Processes and Procedures

Date formats

Managing Temporary Files

Do Billable Work First?

Prudent Password Policies

Voicemail Passwords, etc.

Mobile Device Management

BYOD - Bring Your Own Destruction

Using a White Board

Shredding

End of Year SOPs

Next Year's Holiday and Pay Schedule

 

Volume Three: Running the Service Department

Section I - Policies and Philosophies

Intro Notes

Naming Conventions for Machines and Servers

Schedules and Timelines for Running Your Company

Working in Real Time

Used Equipment and Warranties

Hardware Replacement and Upgrade Policy

Software Upgrade Policy

Nuking and Paving

After Hours Work

On Call and Night Staff

Managing Internal Administrative Tasks

Assign Techs or Rotate Them?

Approved Tools

Do Not Exclude Yourself from the Rules

When Processes and Policies Become Obsolete

Section II - Employees in The Tech Department

Intro Notes

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

Technician Supplies -- The "Scary Box"

Final Friday Training

Section III - Client Management

Intro Notes

Setting Up a New Managed Service Client (Checklist)

Client Personnel Changes: New User Checklist

Client Personnel Changes: Employee Departure Checklist

Activating and Registering Client Software and Hardware

Local Docs versus Server / My Docs

Moving a Client Office

Section IV - Practical How-To Examples

Intro Notes

Troubleshooting Guidelines

Troubleshooting and Repair Logs

HIPAA Part One - Training

HIPAA Part Two - Compliance

HIPAA Part Three - Documentation

Adding a New Machine to Managed Services

How to Use Velcro

DNS and DHCP Allocation - Server vs. Firewall

IP Address Allocations (static, dynamic, exceptions, documenting)

Router Configurations

Labeling Equipment

Removing Old Information - From Everything

Responding to Viruses

 

Volume Four: Support and Service Delivery

Section I - Service Delivery Policies and Procedures

Intro Notes

The First Client Visit

Guide to a Service Call

How Do Service Requests Get Into Your System?

Response Times - Guarantees and Delivery

Ticket Statuses to Use and When to Use Them

Setting Job Priorities

Service Ticket updates (time estimate, work type, etc.)

Time Entry and Note Entry in Service Tickets

Information Sharing

Massaging the Service Board

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

Document Pouches

Secion II - Service Focus: Monthly Maintenance

Intro Notes

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

Section III - Service Focus: Backups and Disaster Recovery

Intro Notes

Designing a Great Backup Process

Documenting Backups

Backups 1: Defining Your Client Backup

Backups 2: Backup Philosophies and Client Communication

Backups 3: Backup Monitoring, Testing, and Management

Backups 4: Changing Technologies

Disaster Recovery - Simple Restores

End Matter

 

###

 


 

Hokey Pokey SOP


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Managed Services in a Month

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