Managed Services Operations Manual — Vol 4 of 4
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Volume 4 is all about Support and Service Delivery. Find SOPs for Client Relationships, Service Delivery, Scheduled Maintenance, and All About Backups
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Managed Services Operations Manual: Standard Operating Procedures for Computer Consultants and Managed Service Providers
Volume Four – Support and Service Delivery: SOPs for Client Relationships, Service Delivery, Scheduled Maintenance, and All about Backups
Volume Four of the Four-Volume Set
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 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
Section 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
The other volumes are:
– Vol. 1 – Front Office Mastery: SOPs for Office Management, Finances, Administration, and Running Your Company More Efficiently
– 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
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