Understanding what key performance metrics MSPs should be tracking from a financial perspective in each business unit that lead to improved profitability is the first step towards achieving advanced operational maturity. This course breaks down key financial principles and concepts to lay the foundation for profitable, sustainable business growth. It shares formulas to calculate and improve the performance of key staff such as billable technicians and sales professionals and establishes the minimum required billing and sales targets for them. Course takeaways include best in class MSP financial, marketing, service desk and project KPIs and the 5 factors that affect top-line revenue and bottom-line profit performance.

This course focuses on understanding a Managed Services practice’s true cost of service delivery to determine actual service margins. It covers topics such as how to calculate hourly labor burden, hourly overhead burden and professional services labor and service desk and NOC profitability. These key data points must be determined to price your services profitably or validate that the fees you are currently charging actually meet your margin and profit expectations.

Recruiting and retaining talented employees is key to ensuring client satisfaction and positions you for successful growth. But how do you know *who* to hire next, and when? How do you properly staff and tier your service desk and NOC for maximum efficiency? What does a good performance-based compensation plan for technicians and sales professionals include? This course reveals how to tie each hiring decision to objective capacity planning metrics, how to hire more confidently and structure winwin compensation plans that incentivize performance and reward success.

1 On-Demand Video, 5 Asset Downloads, 3 External Resource Links

Whether your MSP business is a mature practice, or you are just getting started, you must have a winning strategy for bundling and pricing the solutions you offer. This course reveals how to determine your true cost of delivering managed services to properly bundle and price them to meet your desired profit margins. It shares how to develop a good MSP service portfolio, what services and solutions should be bundled together and how you should approach tiering your service bundles to increase upsell opportunities and overall sales value. After completing this session, you should have a clearly defined strategy for bundling and pricing your managed services offerings.

This course explores the importance, purpose and strategy behind a properly designed Master Services Agreement and Statements of Work for each of the services you market, sell and deliver. Topics include the language and content to include in these important documents, and how your Managed Services SLA can enable your business growth and realize higher revenues and profits. You’ll learn to use SOWs that detail what’s included and excluded from your services to set clear, accurate expectations with your clients to ensure their long-term satisfaction. Bonus takeaways are the language to use that allows you to increase the value of your long-term Agreements yearly, and permits you to fire a client at any time, but restricts them from being able to cancel your Agreements for “convenience”, and instead only in cases for Cause Without Remedy.

The proper integration and optimization of your RMM, PSA, documentation, and accounting platforms yield service delivery and operational efficiencies far greater than the sum of their parts, but what’s the best way to accomplish this, and where do you start? This course reveals the importance of platform and process integration and optimization so you can get the most out of your investments using effective service delivery management best practices. It shares best practices for integration and optimization using effective strategies based on years of our practical experience. Session takeaways include what to expect during your integration journey, with examples of improved client onboarding, project management, and service desk, billing and accounting, SLA, and sales performance reporting.