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Volume 3 is all about Running the Service Department. Here you’ll find SOPs for Managing Technicians, Daily Operations, Service Boards, and Scheduling
The Standards and Procedures Document contains the core framework that binds all of your company’s key and critical documentation together. As your business grows you need more and more structure in how you collect, manage, and disseminate this information we refer to as our business related documents. There are tools to help with this that bigger companies use that are not commonly known to smaller companies. They are called the Information Management (IM) and Knowledge Management (KM) systems
Volume 4 is all about Support and Service Delivery. Find SOPs for Client Relationships, Service Delivery, Scheduled Maintenance, and All About Backups
Much more than just a handful of important documents that every company must have. It’s also about how to kick-start your company’s knowledge management system and to seed a culture of effective quality communications.
When Manuel says “knowledge management system”, he means a company-wide standards and procedures guide, documentation of policies, processes, procedures, checklists, forms, and reports. To kick-start this knowledge management system, Manuel has provided a few of the most important document templates you will need, starting with a checklist template that you will use for everything from new client onboarding to new workstations to archiving users and beyond.
The Guide to a Successful Managed Services Practice applies some of the most innovative and highly effective Managed Services techniques ever developed, and proven to increase long-term predictable revenue, thereby increasing an IT Organization’s value. Leverage Erick Simpson’s successful Managed Services concepts.
Format: eBook (PDF)
To be successful, you need to have the right people in your company and then you have to play to their strengths. Likewise, you must staff the best talent possible for the core competencies that support what you sell to your clients. These two meet up in the Core Competency Matrix. Here, you can set the expectations of every employee’s growth within their roles while ensuring three-level-deep mastery of the key technologies, tools, and solutions you leverage for your solutions.
Use the time-proven methods outlined in this whitepaper along with the Core Competency Matrix to map out your current coverage of key competencies and build a plan for propelling the company’s talent to the top along solid, well-planned training paths.
NOTICE: This book is no longer for sale.
The Network Documentation Workbook is now 15 years old. I know – we can hardly believe it either. Still, we’ve had to make the tough decision to take it off the shelves and retire it.
If you just can’t imagine your life without it, it will still be available inside the Small Biz Thoughts Technology Community – you can learn more about the community here.
Volume 1 is all about the Front Office. Here you’ll find SOPs for Office Management, Finances, Administration, and Running Your Company More Efficiently
A Comprehensive Guide to Clearing Out the Junk and Reducing the Size of Your Mailbox. A Series of Proven Processes for Users of Microsoft Exchange and Outlook.
We’ve all seen it (or done it). There are fifty users on the network, and four of them take up 13 GB of space in Exchange while the remaining forty-six take up less than 2 GB combined. There are three things you need to do to fix this situation. The first is education. You need to let the client know how expensive this lack of policies and procedures is for their company.
After that, you need to clean out the offending mailboxes. And finally, you need to set up processes so that the bloat doesn’t happen again. This white paper was written specifically to address these issues with MSP clients. It has also proven to be a good marketing tool. We offer up the white paper to prospects as a way to demonstrate our seriousness and commitment to providing more than “tech support.”
Technical professionals will also find great information here, including detailed procedures for cleaning out email boxes and helping clients maintain them going forward.
Volume 2 is all about SOPs for Employees and Internal Processes. Find SOPs for Hiring, Employee Evaluations, Team Management, and more
To be successful you must have good people and good processes. This bundle of five white papers provides some great “Best Practices” to organize and run you MSP business successfully. Written by a proven successful consultant and coach with more than twenty years of experience designing and implementing process improvements in dozens of businesses.
Includes the following white papers:
– Email Cleanup Whitepaper
– Most Important Documents
– Core Competency Matrix
– Working and Tracking Time in Real-Time
– How to Document Any Process
– Getting to the Next Level: A Blueprint for Taking You and Your Business to the Top! (Manuel’s latest book)
– The Standards & Procedures Seed Document
James Kernan’s Quarterly Business Review (QBR) Checklist
Everything you need for a full QBR meeting with your client – a checklist by business coach James Kernan.
Let’s be honest, anyone can perform a network migration WITH downtime. You simply kick everyone off the system, put the client out of business for some period of time, and push through until you’re done.
Without downtime is another story. Without downtime . . .
You can do network migrations during the workweek
The client doesn’t have to ever send people home because of you
You can work when 3rd party support is available
You don’t have to pay overtime
and neither does the client
You look like a hero!
Tackle the single toughest obstacle to super high profits in your service delivery system with this in-depth paper written specifically with IT Services in mind. Every CRM, PSA, and ticketing system out there wants to supply you with great reports on your billability and your efficiency, but not one of them can do it unless everyone is working and tracking time in real-time.
Tap into the wisdom of the author who has turned service delivery systems around for many companies, and who can help you do the same for yourself. Even if you are the only one who creates billable time in your company, you likely need some coaching on how to make the transition, and here it is.
If you think process control has no place in our industry, nothing could be further from the truth, and the presenter clearly details where it does in fact fit. From the ROI of Process Control to getting everyone on board, this presentation lays out the path to success for building a culture of quality refinement in any size company. If you want to have any hope at making order out of chaos in your company, you must start here.
Sales Playbook 2024
a Completely Customizable Template by James Kernan, business coach.
This 35-page sales program for your company is delivered as a Word DOCX document.
One Page Business Plan Exercise from James Kernan
Defining your Goals, Strategy, Mission and USP
Use this simple template to boil down your business plan to the essentials. This exercise is intended to avoid overwhelm and focus 100% on what matters right now.
Getting to the next level is a never ending journey for you and your business and now you have the definitive guide book. From the design of the business to the execution on strategy and all the tools you need in between this book covers it. It shows you how to gauge your business maturity and your progress along your roadmap to stratospheric success. Complete with a well defined case study and Example by the author that are built from years of experience in business management and guidance.
Learn to design your business from the top down using the Pyramid of Purpose and Value and then build it from the ground up by leveraging Business Agile Strategy Execution (BASE).
Every company has “some” culture. Manuel talks about creating your culture with intention, from the top down. As Larry Bossidy and Ram Charan have pointed out, “People generally don’t think themselves into a new way of acting. More often, they act into a new way of thinking.”
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