Introducing:
Even if you hate operations, hiring, or sales, the MSP Mastered® framework allows you to get more done, in less time, with fewer mistakes made along the way. The MSP Mastered® series is a free certification program to help you gain the skills you need to be a rockstar MSP. It creates clarity amidst chaos.
Presented by:
4 Levels, each comprised of 6 thought-leadership webinars covering the essential skills that, once acquired, will enable you to run your business the way you envisioned it.
Jan - Mar 2021
Apr - Jun 2021
Jul - Sept 2021
Oct - Dec 2021
Complete each level to receive your certification badges
Proj. Management Best Practices to Eliminate Scope Creep and Seep
Thur, Apr 8 - 9 AM PT | 12 PM ET | 17:00 GMT
Service Dispatch Process for SLA Success and Max Tech Utilization
Thur, Apr 22 - 9 AM PT | 12 PM ET | 17:00 GMT
Proper management and scheduling of billable resources increase utilization, profitability, and client satisfaction. Learn best practices for proactive remote maintenance support, reactive and scheduled onsite services, dispatch management and effective communication between all affected parties to maintain SLAs and client satisfaction.
Planning the deployment of technical projects is one of the most critical components of profitable service delivery. Best practices for design, risk, change and communication management and conducting effective project kickoff meetings are crucial to the growth of well-oiled project management and implementation.
Service Desk Incident Escalation & Lifecycle Manag. for Resolution
Thur, May 13 - 9 AM PT | 12 PM ET | 17:00 GMT
Service Desk Reporting and KPI Analysis
Thur, May 27 - 9 AM PT | 12 PM ET | 17:00 GMT
Tier your service desk and follow a documented incident lifecycle management process for every ticket: these are keys to growth and client satisfaction. Learn the steps your service desk must employ in incident management and resolution processes to efficiently prioritize, assign, escalate and close tickets to maintain SLAs, maximize client satisfaction and scale your service desk profitably.
Reduce costs, improve efficiencies and drive more profit. Best-in-class MSPs regularly measure the performance of their NOC and Service Desk, focusing on capturing meaningful data and displaying it in a simple to understand manner. KPIs are measured to allow for goals and bonuses/commissions to be implemented to help realize.
Service Desk Management for Continual Improvement
Thur, Jun 10 - 9 AM PT | 12 PM ET | 17:00 GMT
New Client On-Boarding by the Numbers
Thur, Jun 24 - 9 AM PT | 12 PM ET | 17:00 GMT
Service desk holds a key role in the service delivery process. Learn about the Service desk design, tools and technology requirements, roles and responsibilities of service desk staff, dispatchers and service managers, service desk day-to-day procedures, telephone and email communications standards, SLA guidelines and remote and onsite service delivery best practices.
Develop and implement an effective 3-phase on-boarding for new clients to meet client and end-user expectations and facilitate service delivery, including provisioning, training and go-live processes, setting up client’s account in all required systems, deployment of tools and agents for monitoring, patching, updating and remote access, communications and reporting protocols and instruments and SLAs.
After turning around his own MSP and selling it for a healthy multiple, Erick Simpson reveals a framework so powerful, some MSPs have cut their workloads by 50% in a matter of months by using it ...while still growing profit.
An MSP pioneer, Erick Simpson is one of the IT industry's foremost Managed Services, Cloud and Security Business & Channel Growth Experts, Influencers, Thought Leaders, Authors, Speakers, and Consultants in the Channel.
Absolutely! Sessions will be highly engaging and interactive. Bring your burning questions and participate during live Q&A.
You sure can. Select sessions are most pertinent to your role.
It’s all good. Sign-up and you'll be able to catch-up with the recordings whenever it's convenient.
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The Service Dispatch Process for SLA Success and Maximizing Technician Utilization
During this service transformation session, MSP service delivery expert Erick Simpson focuses on one of the most critical activities for service delivery profitability – the service dispatch function. Proper management and scheduling of billable resources increases utilization, profitability, and client satisfaction. Erick reveals best practices for proactive remote maintenance support, reactive and scheduled onsite services, dispatch management of technical resources, and effective communication techniques between all affected parties to maintain SLAs and client satisfaction.
Session attendees receive The Service Dispatch Process White Paper
Project Management Best Practices to Eliminate Scope Creep and Seep
The ability to properly plan and manage the deployment of technical projects is one of the most critical components of efficient, profitable service delivery. Best practices for project design, risk, change and communication management and conducting effective project kickoff meetings are crucial to the growth of a well-oiled project management and implementation team.
During this service transformation session, MSP service delivery expert Erick Simpson reveals a solid project management and deployment process, and shares the tools, forms, and platforms your team can use to excel at delivering more successful, profitable projects that drive customer satisfaction and facilitate easier project sales and deployments in the future.
Session attendees receive the Essential Project Management Forms
Proper Service Desk Incident Escalation and Lifecycle Management for Resolution
Properly tiering your service desk and following a documented incident lifecycle management process for every ticket received are keys to profitable business growth, competitive advantage, and client satisfaction – but what steps should your service desk employ in the incident management and resolution process? During this service transformation session, MSP service delivery expert Erick Simpson shares how to efficiently identify, classify, prioritize, assign, work, escalate and close service desk tickets to maintain SLAs, maximize client satisfaction and scale and grow your service desk profitably.
Session attendees receive the following MSP Mastered® tools by Erick Simpson: PSA Incident Management and Service Desk Automated Workflows and Alerting Template
Service Desk Reporting and KPI Analysis
To reduce costs, improve performance and efficiencies and drive more profit to the bottom line, best-in-class MSPs utilize a means to regularly measure the performance of their NOC and Service Desk. This measurement must focus on capturing meaningful data and displaying it in a simple to understand manner. This data will become the Key Performance Indicators (KPIs) by which performance will be measured, goals set against and bonuses and commissions designed and implemented to help realize.
During this service transformation session, MSP service delivery expert Erick Simpson reveals how to determine the critical KPIs to measure and analyze for service delivery performance improvement.
Session attendees receive the following MSP Mastered® tools by Erick Simpson: Service Delivery KPI Dashboard
Service Desk Management for Continual Improvement
During this service transformation session MSP service delivery expert Erick Simpson focuses on the function of the service desk and its role in the service delivery process. Topics include effective service desk design, tools and technology requirements, roles and responsibilities of service desk staff, dispatchers and service managers, service desk day-today procedures, telephone and email communications standards, SLA guidelines and remote and onsite service delivery best practices.
Session attendees receive the following MSP Mastered® tools by Erick Simpson: Tools Necessary for Managed Services Delivery White Paper
New Client On-Boarding by the Numbers
This session focuses on developing and implementing an effective, efficient 3-phase on-boarding process for new clients to meet client and end-user expectations and facilitate more profitable future service delivery. During this service transformation session, MSP service delivery expert Erick Simpson covers provisioning, training and go-live processes for a new client in depth. Topics include setting up a client’s account in all required service delivery systems, deployment of tools and agents for monitoring, patching, updating and remote access, communications and reporting protocols and instruments, service delivery processes and SLAs and additional turn-up, training, and go-live considerations.
Session attendees receive the following MSP Mastered® tools by Erick Simpson: 117 Step, 3 Phase New Client On-Boarding Checklist