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Newly Revised and Expanded

Managed Servies in a Month

 

2nd Edition - 2013

 

Nine New Chapters!

 

Learn More:
ManagedServicesinaMonth.com

 

Great for new I.T. Consultants or anyone who wants to transform your break/fix business to a profitable Managed Service practice in 30 days or less. (Really)

 

Includes chapters on cloud services in the Managed Service world.

 

Only $24.95

 

Order NOW!

 

http://ManagedServicesinaMonth.com

 

Most Popular SOP Friday Articles

Standard Operating Procedures for Computer Consultants and I.T. Professionals

 

The Index to SOP Friday Series

 

Most Popular Articles in the Series:

 

- How Do Service Requests Get Into Your System?

- Massaging the Service Board

- Daily Monitoring of Client Machines

 


Coaching With Karl Palachuk


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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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Standard Operating Procedures for Managed Service Providers

 

New: Table of Contents

(Or jump to the Index to the Series in order by the date each article was published.)

(Subject to change, of course. Right now, this is what the 4-volume set looks like.)

Volume One: Business Basics

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


Looking for great Standard Operating Procedures for your computer consulting business? Start here:

 

Network Documentation Workbook

The Network Documentation Workbook

A Guide for Small-Medium Business (SMB) Windows Administrators

 



 

Service Agreements for SMB Consultants

Service Agreements for SMB Consultants

A Quick-Start Guide to Managed Services

 



 

Network Migration Workbook

The Network Migration Workbook

Zero Downtime Migration Strategies for Microsoft Networks

 



 

The Super-Good Project Planner for Technical Consultants

The Super-Good Project Planner for Technical Consultants

An E-Book on Practical Project Management



 

Managed Services in a Month

Managed Services in a Month

Build a Successful IT Services Business in 30 Days

 



 


 

SOP Friday: Index to the Series

 

The SOP Friday series has been very popular. Thank you to everyone who gave me feedback and props. I appreciate it. Please tell your friends, post it on forums, Tweet about it, and shoutout on Facebook. Thank you.

I've been doing this series since May of 2011. It's called SOP Friday - or Standard Operating Procedure Friday. It's a series dedicated to helping small I.T. Consultants / computer consultants develop the right processes and procedures to create a successful and profitable consulting business.

All new articles are posted on my blog at Small Biz Thoughts. This is just a convenient place to index the articles.

Of course you can always subscribe to this blog on Feedburner or Kindle and you'll never miss a post.

Thank you for your feedback.

- Karl P.

Original Date / Article Title

 

Coming Soon:

- SOP: Dealing with Unfaithful Employees

- SOP: Do Not Exclude Yourself from the Rules

 

Published:

Mar 7 = SOP: How to Track Credit Card AutoPayments

Feb 28 = SOP: Making Exceptions to SOPs

Feb 21 = SOP: Team Management of SOPs

Feb 14 = SOP: Paid Time Off / Paid Holidays

Feb 7 = SOP: Vendor/Distributor Record Keeping

Jan 31 = SOP: Honesty, Integrity, and Teamwork

Jan 17 = SOP: Information Sharing

 

Jan 10 = SOP: Document Pouches

Jan 3 = SOP: Time Entry and Note Entry in Service Tickets

Dec 27 = SOP: Basic Customer Service Training

Dec 20 = SOP: Next Year's Holiday and Pay Schedule

Dec 13 = SOP: End of Year SOPs

Dec 6 = SOP: Shredding

Nov 29 = SOP: Financial Goals - More than Revenue Targets

Nov 22 = SOP: Layoffs and Downsizing

Nov 15 = SOP: Financial Goals - Realistic Revenue Projections

Nov 8 = SOP: Getting Started - Cash vs. Accrual Accounting

 

Nov 1 = SOP: Signing Service Agreements

Oct 25 = SOP: Financial Goals - The Basics

Oct 18 = SOP: Rules for Working at Home

Oct 11 = SOP: Getting Started - The Form of Your Business

Oct 4 = SOP: DiSC Personality Profiles

Sep 27 = SOP: Getting Started - Business Licenses, etc.

Sep 20 = SOP: Getting Started - Naming Your Business

Sep 13 = SOP: Inventory Management

Sep 6 = SOP: Setting Up an MSP Office

Aug 30 = SOP: Outsourcing (Some) of Your Monthly Maintenance

 

Aug 23 = SOP: Quarterly Roadmap Meetings

Aug 16 = SOP: Trip Charges and On Site Minimums

Aug 9 = SOP: HIPAA Part Three - Documentation

Aug 2 = SOP: HIPAA Part Two - Compliance

July 26 = SOP: HIPAA Part One - Training

July 19 = SOP: BYOD - Bring Your Own Destruction

July 12 = SOP: Mobile Device Management

July 5 = SOP: Sales Scripts

June 28 = SOP: Collection Policies

June 21 = SOP: The Managed Services Grid

 

June 14 = SOP: Billing Procedures and Policies

June 7 = SOP: Naming Your Processes and Procedures

May 31 = SOP: Casual Fridays (and Dress Codes Generally)

May 24 = SOP: Managing Temporary Files

May 17 = SOP: Removing a Client from Managed Services

May 10 = SOP: Healthcare and Other Benefits

May 3 = SOP: Travel Policies

April 26 = SOP: Assign Techs or Rotate Them?

April 19 = SOP: Moving a Client Office

April 12 = SOP: Employee Expense Reports

 

Apr 5 = SOP: Using a White Board

(100th Post in the Series!)

Mar 29 = SOP: Is This a Profitable Hour?

Mar 22 = SOP: How to Work 8AM to 5PM in I.T. Consulting

Mar 15 = SOP: Prudent Password Policies

Mar 8 = SOP: Vendor Management and Coordination

Mar 1 = SOP: Removing Old Information - From Everything

Feb 22 = SOP: When Processes and Policies Become Obsolete

Feb 15 = SOP: How to Use Velcro

Feb 8 = SOP: Monthly Single Checklist

Feb 1 = SOP: Employee Review Procedure (Quarterly or Annual)

 

Jan 25 = SOP: On Call and Night Staff

Jan 18 = SOP: After Hours Work

Jan 11 = SOP: Voicemail Passwords, etc.

Jan 4, 2013 = SOP: How to Maximize Billability of Technicians

Dec 28 = SOP: Building a Business Plan for Your I.T. Company

Dec 21 = SOP: Helping Clients with Audits - Security and Insurance

Dec 14 = SOP: Employee Onboarding

Dec 7 = SOP: Hiring vs. Outsourcing

Nov 30 = SOP: Disaster Recovery - Simple Restores

Nov 23 = SOP: Labeling Equipment

 

Nov 16 = SOP: DNS and DHCP Allocation - Server vs. Firewall

Nov 9 = SOP: Business Cards . . . All the Details

Nov 2 = SOP: Sales Tickets and Sales Queues

Oct 26 = SOP: The Monthly Maintenance Checklist

Oct 19 = SOP: Why We Do Monthly Maintenance

Oct 12 = SOP: Scheduling Monthly Maintenance and On Site Visits

(75th post in the series!)

Oct 5 = SOP: Organizing Your Company Files and Folders

Sep 28 = SOP: Patch Management Philosophy and Procedures

Sep 21 = SOP: Client Personnel Changes: Employee Departure Checklist

Sep 14 = SOP: Client Personnel Changes: New User Checklist

 

Sep 7 = SOP: Final Friday Training

Aug 31 = SOP: Backups Part 4 - Changing Technologies

Aug 24 = SOP: Backups Part 3 - Backup Monitoring, Testing, and Management

Aug 17 = SOP: Backups 2: Backup Philosophies and Client Communication

Aug 10 = SOP: Backups 1: Defining Your Client Backup

Aug 3 = SOP: The Tech on Call for The Day - Managing Daily Workflow

Jul 27 = SOP: Daily Monitoring of Client Machines

Jul 20 = SOP: Invoice Review and Processing

Jul 13 = SOP: Adding a New Machine to Managed Services

Jul 6 = SOP: Time Sheet Submission and Approval

 

Jun 29 = SOP: Front Office Roles and Responsibilities

Jun 22 = SOP: Troubleshooting Guidelines

Jun 15 = SOP: Technician Supplies -- "Scary Box"

Jun 8 = SOP: Technician Roles and Responsibilities

Jun 1 = SOP: Service Manager Roles and Responsibilities

May 25 = SOP: Guide to a Service Call

May 18 = SOP: Technician Daily Time Management

May 11 = SOP: Service Board Backlog Management

May 4 = SOP: Do Billable Work First?

Apr27 = SOP: Managing Internal Administrative Tasks

 

Apr 20 = SOP: Setting Up Alerts in Your PSA and RMM

(50th post in the series!)

Apr 13 = SOP: Setting Up a New Managed Service Client (Checklist)

Apr 6 = SOP: Third Party Tech Support - Documenting Calls

Mar 30 = SOP: Third Party Tech Support - Rules of Engagement

Mar 23 = SOP: Phone Procedures 2 - How Much Interruption is Okay?

Mar 16 = SOP: Phone Procedures 1 - Philosophy and General Rules

Mar 9 = SOP: Checklist for Major Scheduled Maintenance

Mar 2 = SOP: Schedules and Timelines for Running Your Company

Feb 24 = SOP: Server Down Procedures

Feb 17 = SOP: Email Rules and Etiquette for the Consultant

 

Feb 10 = SOP: Response Times - Guarantees and Delivery

Feb 3 = SOP: The First Client Visit

Jan 27 = SOP: Software Upgrade Policy

Jan 20 = SOP: Keeping Your Standards and Procedures Organized

Jan 13 = SOP: Hardware Replacement Policy

Jan 6, 2012 = SOP: Employee Handbook

Dec 30 = SOP: Cash Flow - Weekly Procedure

Dec 23 = SOP: Hiring Your First Employee

Dec 16 = SOP: Activating and Registering Client Software and Hardware

Dec 9 = SOP: Running Regular Financial Reports

 

Dec 2 = SOP: Defining Your Company to Clients and Employees

Nov 25 = SOP: Celebrate Anniversaries (Employees and Clients)

Nov 18 = SOP: Naming Conventions for Machines and Servers

Nov 11 = SOP: Firing Process

Nov 4 = SOP: Hiring Process

Oct 28 = SOP: Phone Etiquette and Procedures

Oct 21 = SOP: Time Tracking for Employees

Oct 14 = SOP: Clients Who Abuse the Phones

Oct 7 = SOP: Choosing Pay Dates

Sep 30 = SOP: Documenting Backups

 

Sep 23 = SOP: Cash Flow: Dealing with Late Payments

Sep 16 = SOP: IP Address Allocations

Sep 9 = SOP: Cash Flow: Getting Paid in Advance

Sep 2 = SOP: Massaging the Service Board

Aug 26 = SOP: How Do Service Requests Get Into Your System?

Aug 19 = SOP: Setting Job Priorities

Aug 12 = SOP: Service Ticket Statuses to Use and When to Use Them

Aug 5 = SOP: Hourly vs. Salary Employees

July 29 = SOP: Local Docs, My Docs, and Storing Files on the Server

July 22 = SOP: Responding to Viruses

 

July 15 = SOP: Router and Firewall Configurations

July 8 = SOP: Troubleshooting and Repair Logs

July 1 = SOP: New PC Checklists

June 24 = SOP: Used Equipment and Warranties

June 17 = SOP: Nuking and Paving

June 10 = SOP: Approved Tools

June 3 = SOP: Service Ticket Updates

May 27 = SOP: Working in Real Time

May 20 = SOP: Date Formats

May 13, 2011 = SOP: The !Tech Directory

Please bookmark that page, check back often, and let me know if you have any feedback on the series.

:-)

 


 

Hokey Pokey SOP


Looking for great Standard Operating Procedures for your computer consulting business? Start here:

 

Network Documentation Workbook

The Network Documentation Workbook

A Guide for Small-Medium Business (SMB) Windows Administrators

 



 

Service Agreements for SMB Consultants

Service Agreements for SMB Consultants

A Quick-Start Guide to Managed Services

 



 

Network Migration Workbook

The Network Migration Workbook

Zero Downtime Migration Strategies for Microsoft Networks

 



 

The Super-Good Project Planner for Technical Consultants

The Super-Good Project Planner for Technical Consultants

An E-Book on Practical Project Management



 

Managed Services in a Month

Managed Services in a Month

Build a Successful IT Services Business in 30 Days