SOP Friday
A weekly look at standard operating procedures for successful Managed Service Providers.
New SOP posts appear at Blog.SmallBizThoughts.com
INDEX OF SOPs
The articles listed below constitute about 65% of the entire series. 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 the Small Biz Thoughts Bookstore, Amazon, and wherever fine books for nerds are sold.
Volume One: Front Office Mastery
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
Making Exceptions to SOPs
— See Related Video
Phone Etiquette and Procedures
Phone Procedures 1 – Philosophy and General Rules
Phone Procedures 2 – How Much Interruption is Okay?
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
Cash Flow: Weekly Procedure
— See Related Video
Running Regular Financial Reports
Choosing Pay Dates
— See Related Video
Vendor Management and Coordination
Vendor/Distributor Record Keeping
Inventory Management
— See Related Video
Financial Goals: More than Revenue Targets
Financial Goals: Realistic Revenue Projections
Volume Two: Employees and Internal Processes
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
Paid Time Off / Paid Holidays
— See Related Video
Travel Policies
— See Related Video
Casual Fridays (and Dress Codes Generally)
Dealing with Unfaithful Employees
Volume Three: Running the Service Department
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
Intro Notes
Technician Daily Time Management— includes daily work flow
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
Intro Notes
Troubleshooting and Repair Logs
HIPAA Part Three – Documentation
Adding a New Machine to Managed Services
DNS and DHCP Allocation – Server vs. Firewall
— See Related Video
IP Address Allocations (static, dynamic, exceptions, documenting)
Volume Four: Support and Service Delivery
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
Intro Notes
Technician Daily Time Management— includes daily work flow
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
Intro Notes
Troubleshooting and Repair Logs
HIPAA Part Three – Documentation
Adding a New Machine to Managed Services
DNS and DHCP Allocation – Server vs. Firewall
— See Related Video
IP Address Allocations (static, dynamic, exceptions, documenting)
ALL SOP VIDEOS
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Managed Services Operations Manual
Karl's SOP Bookshelf
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