Author: Dennis Bourn

Achieving Operational Maturity: A Guide for MSPs

This blog post explores the Operational Maturity Level (OML) framework, a roadmap for Managed Service Providers (MSPs) to assess and improve their operational effectiveness. OML categorizes MSP operations into five stages, each representing a distinct level of sophistication, reliability, and consistency. Progressing through these levels translates to greater efficiency, improved client service, and a stronger […]

Unplanned Outages Procedure – SOP Template

Following an unplanned outages procedure can provide numerous benefits to a Managed Service Provider (MSP). An unplanned outages procedure involves a series of steps and procedures to be followed when an unplanned outage occurs, including the identification of the cause of the outage, the implementation of measures to restore service, and the communication of updates […]

Ticket Lifecycle Procedure – SOP Template

Following a ticket lifecycle procedure can provide numerous benefits to a Managed Service Provider (MSP). A ticket lifecycle procedure involves a series of steps and procedures to be followed when managing a ticket, from its creation to its resolution. By having a procedure in place, the MSP can ensure that tickets are handled in a […]

Technician Onboarding Procedure – SOP Template

Having a technician onboarding procedure can provide numerous benefits to a Managed Service Provider (MSP). A technician onboarding procedure involves a series of steps and procedures to be followed when a new technician joins the MSP, including the provision of training, the granting of access to systems and data, and the assignment of responsibilities. By […]

Technician Offboarding Procedure – SOP Template

Having a technician offboarding procedure can provide numerous benefits to a Managed Service Provider (MSP). A technician offboarding procedure involves a series of steps and procedures to be followed when a technician leaves the MSP, including the revocation of access to systems and data, the return of equipment, and the transfer of knowledge and responsibilities. […]

Sales Pipeline Management Procedure – SOP Template

Having a sales pipeline management procedure can provide numerous benefits to a Managed Service Provider (MSP). A sales pipeline management procedure involves the tracking, analysis, and optimization of the MSP’s sales pipeline, which represents the stages of the sales process from initial contact with a potential client to the closing of a deal. By having […]