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Managed Services Operations Manual - Vol 3 of 4
Managed Services Operations Manual Volume 3 of 4


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

Volume Three - Running the Service Department: SOPs for Managing Technicians, Daily Operations, Service Boards, and Scheduling

Volume Three 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 Three: Running the Service Department

Section I - Policies and Philosophies
Intro Notes
Naming Conventions for Machines and Servers
Schedules and Timelines for Running Your Company
Working in Real Time
Used Equipment and Warranties
Hardware Replacement and Upgrade Policy
Software Upgrade Policy
Nuking and Paving
After Hours Work
On Call and Night Staff
Managing Internal Administrative Tasks
Assign Techs or Rotate Them?
Approved Tools
Do Not Exclude Yourself from the Rules
When Processes and Policies Become Obsolete

Section II - Employees in The Tech Department
Intro Notes
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 -- The "Scary Box"
Final Friday Training

Section III - Client Management
Intro Notes
Setting Up a New Managed Service Client (Checklist)
Client Personnel Changes: New User Checklist
Client Personnel Changes: Employee Departure Checklist
Activating and Registering Client Software and Hardware
Local Docs versus Server / My Docs
Moving a Client Office

Section IV - Practical How-To Examples
Intro Notes
Troubleshooting Guidelines
Troubleshooting and Repair Logs
HIPAA Part One - Training
HIPAA Part Two - Compliance
HIPAA Part Three - Documentation
Adding a New Machine to Managed Services
How to Use Velcro
DNS and DHCP Allocation - Server vs. Firewall
IP Address Allocations (static, dynamic, exceptions, documenting)
Router Configurations
Labeling Equipment
Removing Old Information - From Everything
Responding to Viruses


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



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