{"id":4960,"date":"2021-11-30T14:27:11","date_gmt":"2021-11-30T22:27:11","guid":{"rendered":"https:\/\/www.itspu.com\/?post_type=product&#038;p=4960"},"modified":"2024-03-15T06:04:20","modified_gmt":"2024-03-15T13:04:20","slug":"managing-your-service-board","status":"publish","type":"product","link":"https:\/\/www.itspu.com\/all-classes\/classes\/managing-your-service-board\/","title":{"rendered":"Managing Your Service Board"},"content":{"rendered":"<p>This course covers the most important pieces of making your PSA (Professional Services Administration) service board work effectively. Your PSA is the brain center of your entire operation.<\/p>\n<p>Most Managed Service Providers don&#8217;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&#8217;t put the right information into the tool, then you can&#8217;t get the reports you need to improve your business.<\/p>\n<p>This course covers the daily operation of a managed service business &#8211; or any IT shop with a service board and one or more technicians who execute the service. It assumes you have a service board or PSA (Professional Services Administration) and a service manager.<\/p>\n<p>Whether you sell \u201cbreak fix\u201d or flat fee services, a service board will take your company to the next level \u2013 if you use it right. In addition to covering setup and core standard operating procedures, we&#8217;ll get into the &#8220;nitty gritty&#8221; of running a service board and managing the service department.<\/p>\n<p>Which PSA?<\/p>\n<p>I used ConnectWise for four years in my business. Then I switched to Autotask and used that for five years. Eventually, I moved to SolarWinds and used that for more than five years.<\/p>\n<p>On top of all that, I&#8217;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.<\/p>\n<p>You will learn:<\/p>\n<ul>\n<li>How tickets should flow into, through, and off of the service board<\/li>\n<li>How to set up the core components of a service board\n<ul>\n<li>Priorities<\/li>\n<li>Statuses<\/li>\n<li>Workflows<\/li>\n<li>Time Estimates<\/li>\n<\/ul>\n<\/li>\n<li>The most important processes and procedures for making the board work effectively once it&#8217;s set up<\/li>\n<li>Introducing new processes to you employees<\/li>\n<li>Getting clients to understand the new processes<\/li>\n<li>Time tracking the right way<\/li>\n<li>The most important reports you need to run\n<ul>\n<li>Every Day<\/li>\n<li>Every Week<\/li>\n<li>Every Month<\/li>\n<\/ul>\n<\/li>\n<li>When it&#8217;s time for client renewals<\/li>\n<li>Avoiding the biggest pitfalls with service board management<\/li>\n<li>Building an Action Plan that works<\/li>\n<\/ul>\n<p>Additional Topics Include:<\/p>\n<ul>\n<li>Welcome to the Service Department<\/li>\n<li>After Hours Work<\/li>\n<li>On Call and Night Staff<\/li>\n<li>Managing Internal Administrative Tasks<\/li>\n<li>Assign Techs or Rotate Them?<\/li>\n<li>Approved Tools<\/li>\n<li>Employees in The Tech Department<\/li>\n<li>Technician Daily Time Management &#8212; includes daily work flow<\/li>\n<li>Time Tracking for Employees<\/li>\n<li>The Tech on Call for The Day &#8211; Managing Daily Workflow<\/li>\n<li>How to Maximize Billability of Technicians<\/li>\n<li>Email Rules and Etiquette for the Consultant<\/li>\n<li>Technician Supplies<\/li>\n<li>Final Friday Training<\/li>\n<li>Troubleshooting Guidelines<\/li>\n<li>Troubleshooting and Repair Logs<\/li>\n<li>Service Delivery Policies and Procedures<\/li>\n<li>The First Client Visit<\/li>\n<li>Guide to a Service Call<\/li>\n<li>The Network Documentation Binder &#8211; NDB<\/li>\n<li>Response Times &#8211; Guarantees and Delivery<\/li>\n<li>Time Entry and Note Entry in Service Tickets<\/li>\n<li>Information Sharing<\/li>\n<li>Service Board Backlog Management<\/li>\n<li>Daily Monitoring of Client Machines<\/li>\n<li>Patch Management Philosophy and Procedures<\/li>\n<li>Setting Up Alerts in Your PSA and RMM<\/li>\n<li>New PC Checklists<\/li>\n<li>Server Down Procedures<\/li>\n<li>Third Party Tech Support &#8211; Documenting Calls<\/li>\n<li>Third Party Tech Support &#8211; Rules of Engagement<\/li>\n<li>Document Pouches<\/li>\n<li>Service Focus: Monthly Maintenance<\/li>\n<li>Why We Do Monthly Maintenance<\/li>\n<li>Scheduling Monthly Maintenance and On-Site Visits<\/li>\n<li>Checklist for Major Scheduled Maintenance<\/li>\n<li>The Monthly Maintenance Checklist<\/li>\n<li>Monthly Single Checklist<\/li>\n<li>Outsourcing (some) of Your Monthly Maintenance<\/li>\n<li>Backup Monitoring, Testing, and Management<\/li>\n<li>Disaster Recovery &#8211; An Overview<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Learn how to properly set up, develop core SOPs and adopt daily procedures that make your service board work better than ever.<\/p>\n","protected":false},"featured_media":7369,"comment_status":"open","ping_status":"closed","template":"","meta":{"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"default","_kad_post_title":"","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false},"taught-live":[324],"elective-pathway":[76],"class-status":[44],"course_instructor":[42],"core-pathway":[84,87],"product_cat":[130],"product_tag":[],"taxonomy_info":{"taught-live":[{"value":324,"label":"2024"}],"elective-pathway":[{"value":76,"label":"Service Manager"}],"class-status":[{"value":44,"label":"On Demand"}],"course_instructor":[{"value":42,"label":"Karl Palachuk"}],"core-pathway":[{"value":84,"label":"Management"},{"value":87,"label":"Technician"}],"product_cat":[{"value":130,"label":"Classes"}]},"featured_image_src_large":["https:\/\/www.itspu.com\/wp-content\/uploads\/2021\/11\/5W10-Managing-Your-Service-Board.jpg",700,467,false],"author_info":[],"comment_info":0,"meta_box":{"introductory_video_url":"https:\/\/www.youtube.com\/watch?v=5EFXruGiLBc","key_feature":["Understand How the Components of Service Work Together","Managing all the Time in Your Service Business","Defining the Perfect Service Ticket","The Most Important Reports You Need to Run","Building Excellent Customer Service"],"course-outline-shortcode":"<p>[wpcourse course=\"10\"]<\/p>\n","continue_course_shortcode":"<p>[wpcw_course_next_available_unit course=\"10\" text=\"Continue Class \u2192\" class=\"button\" \/]<\/p>\n","course_progress_shortcode":"<p>[wpcourse_progress_bar course=\"10\" show_title=\"false\" show_desc=\"false\" \/]<\/p>\n","start_date":"1707782400","end_date":"1710201600","product-product-prerequisites_to":["9615"],"course-products-to-instructors-woo_to":["2807"]},"_links":{"self":[{"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/product\/4960"}],"collection":[{"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/types\/product"}],"replies":[{"embeddable":true,"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/comments?post=4960"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/media\/7369"}],"wp:attachment":[{"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/media?parent=4960"}],"wp:term":[{"taxonomy":"taught-live","embeddable":true,"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/taught-live?post=4960"},{"taxonomy":"elective-pathway","embeddable":true,"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/elective-pathway?post=4960"},{"taxonomy":"class-status","embeddable":true,"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/class-status?post=4960"},{"taxonomy":"course_instructor","embeddable":true,"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/course_instructor?post=4960"},{"taxonomy":"core-pathway","embeddable":true,"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/core-pathway?post=4960"},{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/product_cat?post=4960"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/www.itspu.com\/wp-json\/wp\/v2\/product_tag?post=4960"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}