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