Managed Services Provider University

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Videos

Managed Services Core Concepts

SERVICE DELIVERY - SDT317

What is Managed Services? Everybody knows about network monitoring and remote Help Desk, but there is much, much more to a best in class Managed Service Provider organization than a few tools. This Webcast defines Managed Services, and includes a discussion that illustrates why Managed Services is a very different service delivery model than perhaps you’re accustomed to. Also explored are the benefits of delivering Managed Services - both to your clients and yourself.

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Service Desk Best Practices

SERVICE DELIVERY - SDT324

This Webcast focuses on the function of the service desk and its role in the Managed Services service delivery process. Topics include effective service desk design, tools and technology requirements, roles and responsibilities of service desk staff, service desk day-today procedures, telephone and email communications standards, SLA guidelines and client on-boarding best practices.

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Problem Management Best Practices

SERVICE DELIVERY - SDT320

This Webcast focuses on successful problem management, escalation and remediation best practices, with a step-by-step problem identification, documentation, assignment, escalation, and communication and remediation process for effective, efficient service delivery.

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Onsite Service Delivery Best Practices

SERVICE DELIVERY - SDT955

This session focuses on methods to deliver the best onsite service delivery experience for your clients, end-users, and your technical staff. The best onsite service will increase client satisfaction and build continued loyalty among your clients. Topics include preparation prior to the visit, what to do first after arriving onsite, communication and customer service tips to identify needs while keeping clients at ease and cooperative, setting the proper expectations, what NOT to say, what to do when things go wrong, and when to escalate to the Service Manager. Additional topics include how to listen for and position up-sell opportunities correctly to facilitate the sales process, and managing sub-contractors to service your clients effectively.

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NOC Operations Best Practices

SERVICE DELIVERY - SDT319

This Webcast focuses on the function of the NOC and its role in the Managed Services service delivery process. Topics include effective NOC design, tools and technology requirements, roles and responsibilities of NOC staff, NOC staff day-to-day procedures, telephone and email communication standards, SLA guidelines and client on-boarding best practices.

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