Managed Services Operations Manual — Vol 1 of 4

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Volume 1 is all about the Front Office. Here you’ll find SOPs for Office Management, Finances, Administration, and Running Your Company More Efficiently

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Managed Services Operations Manual: Standard Operating Procedures for Computer Consultants and Managed Service Providers

Volume One – Front Office Mastery: SOPs for Office Management, Finances, Administration, and Running Your Company More Efficiently

Volume One of the Four-Volume Set

See the 4-volume set here.

by Karl W. Palachuk

Who needs Standard Operating Procedures (SOPs)? Everyone!

When you document your processes and procedures, you design a way for your company to have repeatable success. And as you fine-tune those processes and procedures, you become more successful, more efficient, and more profitable.
Table of Contents for 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
The other volumes are:


– Vol. 2 – Employees and Internal Processes: SOPs for Hiring, Employee Evaluations, Team Management, and More

– Vol. 3 – Running the Service Department: SOPs for Managing Technicians, Daily Operations, Service Boards, and Scheduling

– Vol. 4 – Support and Service Delivery: SOPs for Client Relationships, Service Delivery, Scheduled Maintenance, and All about Backups

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