5-week class

Delivered by Karl Palachuk

The Absolutely Unbreakable Rules of Service Delivery

This course covers the most important “rules” you need to follow to create a massively successful IT Consulting business. Based on Karl’s 20+ years experience running successful businesses – and helping others do the same.

Just $299 for lifetime access

5-week class

Delivered by Karl Palachuk

The Absolutely Unbreakable Rules of Service Delivery

This course covers the most important “rules” you need to follow to create a massively successful IT Consulting business. Based on Karl’s 20+ years experience running successful businesses – and helping others do the same.

Just $299 for lifetime access

Live Class

August 11 - September 8
5 Tuesdays at 9am PST / 12pm EST
All classes are recorded and available to registered students

Office Hours

Have specific questions for your situation? You'll have direct access to Karl to get his opinion, advice, and suggestions

Lifetime Access

Karl updates this class annually. You'll be automatically enrolled in future editions of this class with full access to new/updated handouts and live classes.

5-week
class

Why you need this class

One of the most important things that you can do in your business is figure out why you’re in business. If you haven’t done so already, go read Start with Why by Simon Sinek. It’s a truly spectacular book.

Nobody buys what you’re selling because they need that product (service). The product or service is probably available from other companies. People do business with you because of why you do what you do. Think about the worst customer service experiences you’ve had: You were dealing, in almost every case, with somebody who doesn’t know why their job exists.
They say things like, “We’ve always done it this way.” Or, “We can’t do that.” Or “Comcast won’t give you a static IP.” Uh, except when they do. These are people who are focused on trying to get by. They don’t understand exactly what their function is in their company. So, fulfilling your need is not part of their equation.
Now think about why YOU are in business.

Most Managed Service Providers don’t use their PSA systems efficiently. In fact, most of them only use 10-20% of the capabilities of their PSA. This costs you money because you have the tool to run everything in your business more effectively. But if you don’t put the right information into the tool, then you can’t get the reports you need to improve your business.

ChecklistThis course covers the daily operation of a managed service business – or any IT shop with a service board and a one or more technicians who execute the service. It assumes you have a service board or PSA (Professional Services Administration) and a service manager.

Whether you sell “break fix” or flat fee services, a service board will take your company to the next level – if you use it right. In addition to covering setup and core standard operating procedures, we’ll get into the “nitty gritty” of running a service board and managing the service department.

Which PSA?

I used ConnectWise for four years in my business. Then I switched to Autotask and used that for five years. Eventually, I move to LogicNow and used that for three years.

On top of all that, I’ve worked closely with coaching client who have used all of these products. This course is intended to apply to all PSAs. I will point out areas where differences are most obvious.

What you'll learn

How to set up the core components of a service board

  • Priorities
  • Statuses
  • Workflows
  • Time Estimates
  • The most important processes and procedures for making the board work effectively once it’s set up
  • Introducing new processes to you employees
  • Getting clients to understand the new processes
  • Time tracking the right way

The most important reports you need to run

  • Every Day
  • Every Week
  • Every Month

When it’s time for client renewals
Avoiding the biggest pitfalls with service board management
Building an Action Plan that works

  • Welcome to the Service Department
  • After Hours Work
  • On Call and Night Staff
  • Managing Internal
  • Administrative Tasks
  • Assign Techs or Rotate Them?
  • Approved Tools
  • Employees in The Tech Department
  • 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
  • Email Rules and Etiquette for the Consultant
  • Technician Supplies
  • Final Friday Training
  • Troubleshooting Guidelines
  • Troubleshooting and Repair Logs
  • Service Delivery Policies and Procedures
  • The First Client Visit
  • Guide to a Service Call
  • The Network Documentation Binder – NDB
  • Response Times – Guarantees and Delivery
  • Time Entry and Note Entry in Service Tickets
  • Information Sharing
  • 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
  • Service Focus: Monthly Maintenance
  • 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
  • Backup Monitoring, Testing, and Management
  • Disaster Recovery – An Overview

Questions before you register?

Send an email to [email protected]