THESE ARE DOWNLOADABLE PRODUCTS – NOT PHYSICAL PRODUCTS

Includes 2 Killer Downloads!:

Download #1: Erick Simpson’s Processes and Procedures Necessary for Managed Services Delivery White Paper

Erick Simpson’s 12 page Processes and Procedures Necessary for Managed Services Delivery White Paper provides information to help you deliver Managed Services efficiently and profitably.

Contents:

1. Service Desk Goals
2. Duties of a Service Desk
3. Example SLA
4. Example Support Tiers
5. 17 Step Service Request Escalation Procedure
6. Service Desk Operations
7. Service Desk Delivery Process
8. How System Engineers Use Information and Tools During Service Delivery
9. How System Engineers Use Problem Management and Resolution Workflow during service delivery
10. The System Engineer’s Operational Role in the Managed Services service delivery process
11. Day to Day Service Delivery
12. Identifying Methods of Service Delivery
13. Remote Service Delivery
14. Service Delivery at the Service Provider’s Facilities
15. Service Delivery at the Client’s Facilities

Download #2: Erick Simpson’s On-Boarding Engineer Capacity Planning and Hiring Calculator

Erick Simpson’s On-Boarding Engineer Capacity Planning and Hiring Calculator helps you determine when to hire your On-Boarding Engineers and Technicians based on your new client On-Boarding load. This effective calculator also takes into account the number of hours available to your On-Boarding resources to on-Board new clients. It provides you a clear color-coded “over/under” status that tells you if you are understaffed or overstaffed and by how many resources. Never make an untimely hiring decision again with this awesome capacity planning tool.

Instructions:

*Shaded cells are calculated fields – beware of changing them

1. Review/Modify all white cells in the Availability Section
2. Review/Modify all white cells in the On-Boarding Forecast Section
3. Review/Modify all white cells in the On-Boarding Engineer Staffing Section

Over/Under Capacity = Green when properly staffed,

Red when Overstaffed, Blue when Understaffed