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Recorded Webinar: Three Killer Procedures That Will Make You More Profitable Today

Three Killer Procedures That Will Make You More Profitable Today

Managed Service Books on Amazon

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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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Filled with forms and strategies to make you successful!


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Newly Revised and Expanded

Managed Servies in a Month


Manage Services in a Month - 3rd Ed.


Newly Revised 2018 - Ten New Chapters!


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Transform your break/fix business to a profitable Managed Service practice in 30 days or less. (Really)


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Newly Revised and Expanded

Palachuk Service Agreements for SMB Consultants


Service Agreements for SMB Consultants - Revised Ed.


Newly Revised 2018 !


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Service Agreements for SMB Consultants


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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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Coaching With Karl Palachuk

About Karl

Karls PictureHello!


I have built and sold two Managed Services companies in Sacramento, CA. I am now a fulltime speaker, author, blogger, podcaster, and bon vivant.


I hope you find something useful here. If we can help, contact me at Karlp at SmallBizThoughts dot com.


Check out my Wikipedia page: Karl_Palachuk

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Managed Services Operations ManualStandard Operating Procedures for Managed Service Providers


Table of Contents

The artciles listed below constitute about 65% of the entire book. Additional information and a complete table of contents is available at

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:


Volume One: Front Office Mastery

Section I - Getting Started


Introduction to SOPs for Technical Consultants and MSPs

Setting Up an MSP Office
-- See Related Video

Getting Started - Naming Your Business
-- See Related Video

Getting Started - The Form of Your Business
-- See Related Video

Getting Started - Cash vs. Accrual Accounting
-- See Related Video

Getting Started - Licenses, etc.
-- See Related Video

How to Work 8AM to 5PM in I.T. Consulting
-- See Related Video

Keeping Your Standards and Procedures Organized

Team Management of SOPs

Making Exceptions to SOPs
-- See Related Video

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
-- See Related Video

Billing Procedures and Policies

Cash Flow: Getting Paid in Advance
-- See Related Video

Collection Policies
-- See Related Video

Cash Flow: Dealing with Late Payments

The Managed Services Grid

Invoice Review and Processing

Cash Flow: Weekly Procedure
-- See Related Video

Hourly vs. Salaried Employees

Running Regular Financial Reports

Choosing Pay Dates
-- See Related Video

Vendor Management and Coordination

Vendor/Distributor Record Keeping

Inventory Management
-- See Related Video

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
-- See Related Video

Quarterly Roadmap Meetings
-- See Related Video

Helping Clients with Audits - Security and Insurance

Celebrate Anniversaries (Employees and Clients)

Sales Tickets and Sales Queues

Trip Charges

Sales Scripts
-- See Related Video

Clients Who Abuse the Phones

Removing a Client from Managed Services


Volume Two: Employees and Internal Processes

Section I - Employees

Intro Notes

Employee Handbook
-- See Related Video

Hiring Your First Employee
-- See Related Video
-- and Another One

Hiring vs. Outsourcing
-- See Related Video

Hiring Process
-- See Related Video

Employee On-Boarding
-- See Related Video

Roles and Responsibilities - Front Office
-- See Related Video

Roles and Responsibilities - Service Manager
-- See Related Video

Roles and Responsibilities - Technician

DiSC Personality Profiles
-- See Related Video

Honesty, Integrity, and Teamwork
-- See Related Video

Basic Customer Service Training

Employee Review Procedure (Quarterly or Annual)
-- See Related Video

Layoffs and Downsizing
-- See Related Video

Firing Process
-- See Related Video

Time Sheet Submission and Approval
-- See Related Video

Employee Expense Reports
-- See Related Video

Healthcare and Other Benefits

Paid Time Off / Paid Holidays
-- See Related Video

Travel Policies
-- See Related Video

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


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
-- See Related Video

Schedules and Timelines for Running Your Company
-- See Related Video

Working in Real Time
-- See Related Video
-- And Another One

Used Equipment and Warranties
-- See Related Video

Hardware Replacement and Upgrade Policy
-- See Related Video

Software Upgrade Policy
-- See Related Video

Nuking and Paving
-- See Related Video

After Hours Work
-- See Related Video

On Call and Night Staff
-- See Related Video

Managing Internal Administrative Tasks
-- See Related Video

Assign Techs or Rotate Them?
-- See Related Video

Approved Tools
-- See Related Video

Do Not Exclude Yourself from the Rules
-- See Related Video

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
-- See Related Video

Email Rules and Etiquette for the Consultant

Technician Supplies -- The "Scary Box"

Final Friday Training
-- See Related Video


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
-- See Related Video

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
-- See Related Video

Guide to a Service Call
-- See Related Video
-- and Another Video

How Do Service Requests Get Into Your System?
-- See Related Video

Response Times - Guarantees and Delivery
-- See Related Video

Ticket Statuses to Use and When to Use Them
-- See Related Video

Setting Job Priorities
-- See Related Video

Service Ticket updates (time estimate, work type, etc.)
-- See Related Video

Time Entry and Note Entry in Service Tickets
-- See Related Video

Information Sharing
-- See Related Video

Massaging the Service Board

Service Board Backlog Management

Daily Monitoring of Client Machines
-- See Related Video

Patch Management Philosophy and Procedures
-- See Related Video

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
-- See Related Video


Secion II - Service Focus: Monthly Maintenance

Intro Notes

Why We Do Monthly Maintenance
-- See Related Video

Scheduling Monthly Maintenance and On Site Visits

Checklist for Major Scheduled Maintenance

The Monthly Maintenance Checklist
-- See Related Video

Monthly Single Checklist
-- See Related Video

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
-- See Related Video

Backups 2: Backup Philosophies and Client Communication

Backups 3: Backup Monitoring, Testing, and Management

Backups 4: Changing Technologies
-- See Related Video

Disaster Recovery - Simple Restores
-- See Related Video

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



Managed Services in a Month

Managed Services in a Month

Build a Successful IT Services Business in 30 Days



Other SOP Videos


Your PSA/Ticketing System

Network Checkup / Check List

Slow Sales Process

Habits on Habits

Don't Answer the Phone

Holiday Message

Planning in the New Year

Introducing Y $10K

Important / Urgent


Where Are You In The Budget

Network Documentation Binder

Relax Focus Succeed

Four Book Set of SOPs for IT Consultants

Organizing Your Management

Server Build Part

Server Build Part 2

Review HP MicroServer

Server Build Part 3

Camera for Documentation

Always be Marketing

Desktop Documentation

Recurring Revenue

Attending Events

Perspective on Service Agreements

Mentoring and Mastermind

Proritize Everything

3 Year Warranties

Track All Time

Know What You Know

You Don't Need Every Nickel

Don't Save the Client's Money

Do Not Be Interrupt Driven

Slow Down Get More Done

Be the Teacher

Lead with Different

Be Polite - Good Branding

No One Needs a Monkey Hook


Borrowing Money for Business

Slow Down Schedule Success

Velvet Rope

Stop Thinking about Margins

Remember the "Other" Option

Practical Password Policies

Ignore Best Practices?

Bundling Labor Part 1

Bundling Labor Part 2

Estimating Project Labor

List Building 1

List Building 2