Managing Your Service Board - Class starts Aug. 5th

Managing Your Service Board - Setup, Core SOPs, and Daily Procedures

Newly Revised 5-Week Course

Taught by Karl W. Palachuk, Author, Speaker, Blogger

- Five Tuesdays:

August 5th - September 2nd

Learn More and Register Now

- All classes start a 9:00 AM Pacific

- All classes are recorded

This class will help you:

1. Understand How the Components of Service Work Together
2. Manage all the Time in Your Service Business
3. Define the Perfect Service Ticket
4. Create the Most Important Reports You Need to Run
5. Build an Excellent Customer Service System

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This course covers the most important pieces of making your PSA (Professional Services Administration) service board and ticketing system work effectively. Your PSA is the brain center of your entire operation.

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.

This course covers the daily operation of any IT shop and team of any size. 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.

Only $399

Which PSA?

I have experience with a wise variety of PSAs and service ticketing systems. This course is intended to apply to all PSAs. I will point out areas where differences are most obvious.

You will learn

• How tickets should flow into, through, and out of the service board
• 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 
• 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
• ... and more!

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Here are the specifics of what you'll learn, week by week:

Unit 1 Core Components / Building Blocks of a Great Service Board

Unit 2 Core Processes and Procedures for Success / Time Tracking the Right Way

Unit 3 Implementation and Daily Processes

Unit 4 A Day in the Life of the Service Desk / Policies that Drive Profitability

Unit 5 Build and Maintain a Well-Oiled Machine / Getting the Details Right

Delivered by Karl W. Palachuk, blogger and author of the very popular "SOP Friday" posts at https://blog.smallbizthoughts.com.

Only $399

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