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| About the Author – Erick Simpson |
| Dedication |
| Acknowledgments |
| Foreword |
| Preface |
Section 1 – Preparation Identify or determine your IT service delivery model The Hardware Warranty Services service delivery model Characteristics Deliverables Pricing and positioning Staffing requirements Considerations Target market Customer satisfaction and loyalty Maintenance, Maximization and Migration strategies The Break-Fix Services service delivery model Characteristics Deliverables Pricing and positioning Staffing requirements Considerations Target market Customer satisfaction and loyalty Maintenance, Maximization and Migration strategies The Professional Services service delivery model Characteristics Deliverables Pricing and positioning Staffing requirements Considerations Target market Customer satisfaction and loyalty Maintenance, Maximization and Migration strategies The Managed Services service delivery model Characteristics Deliverables Pricing and positioning Staffing requirements Considerations Target market Customer satisfaction and loyalty Maintenance, Maximization and Migration strategies |
Section 2 – Build And Maintain Your Service Delivery Model The Hardware Warranty Services service delivery model Implementation Technical Roles and Responsibilities Field Engineers Bench Engineers Service Dispatchers Service Managers Service Delivery Scheduled maintenance Problem management and resolution Customer service The Break-Fix Services service delivery model Implementation Technical Roles and Responsibilities Field Engineers Bench Engineers Service Dispatchers Service Managers Service Delivery Scheduled maintenance Problem management and resolution Customer service The Professional Services service delivery model Implementation Technical Roles and Responsibilities Field Engineers Bench Engineers Sales Engineers Project Managers Purchasing Manager Service Delivery Project scoping Project quoting Project planning Project management Project implementation Customer service The Managed Services service delivery model Implementation Technical Roles and Responsibilities Field Engineers Bench Engineers NOC Engineers Service Desk Engineers Service Dispatchers Sales Engineers Project Managers Purchasing Manager Service Managers Service Delivery Remote monitoring and alerting Service desk operations Reporting Customer service |
Section 3 – Maximize The Hardware Warranty Services service delivery model Efficiency Processes and Procedures Scheduling Service delivery Inventory management RMA processing Profitability Utilization Costs Pricing Vendors Partnering The Break-Fix Services service delivery model Efficiency Processes and Procedures Scheduling Service delivery Equipment and parts ordering RMA processing Profitability Utilization Costs Pricing Vendors Partnering The Professional Services service delivery model Efficiency Processes and Procedures Sales engineering Equipment and parts ordering Project management and implementation Profitability Utilization Costs Pricing Ordering Vendors Partnering The Managed Services service delivery model Efficiency Processes and Procedures NOC Tools and technology Monitoring and alerting Remote remediation Scheduled maintenance Service Desk Tools and technology Problem management SLA Escalation Customer service Reporting Profitability Utilization Costs Pricing Vendors Partnering |
Section 4 – Migrate Considerations for all Service Delivery Models The Hardware Warranty Services service delivery model Strategies for migration to Break-Fix Services The Break-Fix Services service delivery model Strategies for migration to Professional Services The Professional Services service delivery model Strategies for migration to Managed Services The Managed Services service delivery model Strategies for migration beyond Managed Services |
Section 5 – Hiring, Training and Managing Technical Staff Writing effective employment ads for technical staff Field Engineers NOC Engineers Service Desk Engineers Service Dispatchers Sales Engineers Project Managers Service Managers Using DISC Behavioral Profiles before interviewing candidates The interview process for hiring technical staff The Offer Letter The Employment Agreement Compensation plans Field Engineers NOC Engineers Service Desk Engineers Service Dispatchers Sales Engineers Project Managers Service Managers Training technical staff Field Engineers NOC Engineers Service Desk Engineers Service Dispatchers Sales Engineers Project Managers Service Managers |
| MSP University |
| Index |