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Join us for an in-depth boot camp designed exclusively for MSP CEOs, focusing on optimizing service desk operations, network operations centers (NOCs), and leadership.

Our program offers MSP CEOs a comprehensive, transformative experience designed to drive holistic business improvement. It provides a deep dive into crucial aspects of MSP management, from enhancing operational efficiency and refining marketing strategies to boosting sales performance and strengthening cybersecurity. Participants will gain insights into optimizing service desk operations, developing effective leadership skills, and leveraging cutting-edge technologies. Networking opportunities with industry peers foster potential collaborations, while practical sessions on crisis management, data-driven decision-making, and financial acumen equip CEOs with the tools needed to stay competitive and lead their organizations to sustained success.

The following syllabus demonstrates the agenda for the business operations acceleration boot camp portion of Managed Service Provider University.

The core concepts are divided amongst three distinct tracks, Who, What and How. Our curriculum focus on demonstrating the proverbial “Why” behind each concept, the “What” with regard to its impact and the look and feel of each concept in practice, and the “How” with regard to execution on each concept in a practical group setting.

Service Delivery Track 1 – The Why

(50 Minute Session) This session focuses on our core dispatching concepts, and how they can add hours and hours of bandwidth to your service desk and dramatically improve your clients’ experience. We expound on Why accountable effective dispatching is a game changer for a modern white glove MSP. Lower costs, boost efficiency and increase productivity with dispatch!
  • Dispatch bandwidth force multiplier formula
  • Net Promoter and CSAT impacts
  • Service Team Scalability
Instructor:
  • Ben Arntson
(50 Minute Session) Our proven concepts around metrics and KPIs will help you see Why scorecards are not just a buzzy term, they are an essential element to effective excellent service delivery. If you are not measuring it consistently you cannot hope to manage it, therefore understanding Why basic KPIs matter and where to deploy scorecards that will take you from management by gut feeling to concrete empirical measurements for success. Using scorecards correctly can motivate your employees to achieve their goals and clarify expectations.
  • Employee Retention
  • Management Framework
  • Compensation Management
Instructor:
  • Ben Arntson
(50 Minute Session) Team structure often is overlooked until after issues begin to bubble to the surface. We explore Why planning for scale early makes all the difference later. Client engagement will improve as lanes are more clearly defined and a deeper level of client knowledge can be attained. Pods are key in sales and service, especially during the post onboarding phase of client relationship.
  • Employee Retention
  • Management Framework
Instructor:
  • Ben Arntson
(50 Minute Session) We investigate Why those high-pressure circumstances are an amazing opportunity to show clients how dedicated to customer success your organization is. If we plan for smooth escalation and active client and service management, we can differentiate ourselves in our markets and talk about SLAs instead of hiding from them.
  • Management Framework
  • Service Excellence
  • Employee Retention
Instructor:
  • Ben Arntson
(50 Minute Session) We discuss some of the pitfalls MSPs encounter more often than not when building a management layer in their organization, and how building management but not building your managers is tantamount to screen doors on submarines. Excellent leaders are either bought on the open market or fostered and developed internally over time. We explore Why it is critical that your organization is capable of minting new leaders.
  • Management Framework
  • Service Excellence
  • Employee Retention
Instructor:
  • Ben Arntson

Finance/Operations Track 1 – The Why

(50 Minute Session) In this session we dig into the nebulous department sometimes known as finance, admin or maybe operations and Why making something as exacting as numbers and accounting nebulous can cause havoc across the entire organization. We set the stage for understanding if you can discern the finance department’s needs and align your sales and service methodology with them. We all get paid and have metrics to understand the business better.
  • Operations Excellence
Instructor:
  • Ben Arntson
(50 Minute Session) Why do we need metrics and measurables for finance? Our proven concepts around metrics and KPIs will help you see Why scorecards are not just a buzzy term, they are an essential element to effective excellent operations and finance functions.
  • Service Excellence
  • Client Engagement
  • Employee Retention
Instructor:
  • Ben Arntson
(50 Minute Session)

We look at purchasing as a function, its impact to service delivery, sales, and financial goals and Why it needs to be dogmatic and owner proof. All too often in an MSP purchasing is a fractional role with fractional process and an obligatory purpose. We unpack Why undisciplined procurement will destroy your C-SAT and cause internal conflict.

  • Service Excellence
  • Operations Excellence
Instructor:
  • Ben Arntson
(50 Minute Session) It can be said that any professional services knowledge worker company struggles with demonstrating value as much they do is not tangible. Invoices are! From fulfilling client expectations to accurately demonstrating revenue and costs in the general ledger, they are the culmination of your team’s efforts. In this session we explore Why this often-overlooked document should be curated, polished and worthy of the efforts from which it was wrought.
  • Operations Excellence
  • Client Engagement
Instructor:
  • Ben Arntson

Service Delivery Track 2 - The What

(50 Minute Session) So you bought into our math, you have designs on a control tower in your office, but What does that look like? We walk everyone through the process set used to deliver excellent dispatch, What and who makes a great dispatcher, What pitfalls to avoid in hiring one, and What things they focus on in their process and What scorecard items you should develop to measure success.
  • Service Excellence
  • Client Engagement
  • Management Framework
Instructor:
  • Ben Arntson
(50 Minute Session) Defining the way you measure success in your organization starts with determining What things impact client experience and drive toward your overall company goals. We work through What it looks like to establish these metrics and KPIs.
  • Scorecards and Metrics
  • Service Excellence
  • Management Framework
Instructor:
  • Ben Arntson
(50 Minute Session) We explore and define what pods look like for reactive services, professional services, onboarding, and sales engineering. What methods work regarding team and pod structure and what are the key pieces of the process that need to be our key focus?
  • Client Engagement
  • Management Framework
  • Service Excellence
  • Employee Retention
Instructor:
  • Ben Arntson
(50 Minute Session) SLAs are more than an acronym and escalations are as previously reviewed an opportunity to shine, in this session we breakdown What a sample escalation process looks like, who governs it, What deliverables do you owe a client before, during and after a critical incident occurs. We will also dive into What SLAs should look like around non-critical incidents and change requests.
  • Service Excellence
  • Management Framework
Instructor:
  • Ben Arntson
(50 Minute Session) Building a management team requires a commitment to developing those resources, organizing around a management framework and demonstrating transparency to your clients and employees. Declaring someone a manager will not install skills that were not there to begin with. We go into What makes a solid leader and how that transforms into effective management.
  • Management Framework
  • Employee Retention
Instructor:
  • Ben Arntson

Finance/Operations Track 2 - The What

(50 Minute Session) When we take all functions that we think do not fit in service or sales and cram them into finance we dilute the necessary bandwidth needed to achieve operational and finance functions in our organizations. Let’s take a look at What functions belong in finance and operations and what their output should look like.
  • Operations Excellence
  • Management Framework
Instructor:
  • Ben Arntson
(50 Minute Session) What does a finance/operations scorecard look like, and What things can we look at to better measure financial and operational health in the organization?
  • Determine finance and operations output
  • How effective is your company’s junk drawer?
  • Operations Excellence
  • Management Framework
  • Scorecards and Metrics
Instructor:
  • Ben Arntson
(50 Minute Session) We look at What records constitute a solid purchasing process, dive into controls and approvals and bring it right back around to Why the process is so important.
  • Operations Excellence
Instructor:
  • Ben Arntson
(50 Minute Session) As we circle back to the concept of the importance of curating invoicing we zero in on What this process might include, who might be involved, and What we can do to make sure this is positive interaction for your staff and your clients.
  • Client Engagement
  • Financial Operations
Instructor:
  • Ben Arntson

Service Delivery Track 3 - The How

(50 Minute Session) This session we engage in the last mile, How can we take this process and make it our own? We dig into status values, How “Waiting on X” is bulls*#t”, How we measure success and client engagement and where a really good place to find a taco might be.
  • Client Engagement
  • Service Excellence
Instructor:
  • Ben Arntson
(50 Minute Session) Scorecards are an integral part of accountability, measuring ourselves against good and pressing toward great. In this session we dig into practical scorecard construction, methods of distribution and How to use them for more than just TPS reports.
  • Client Engagement
  • Metrics and Scorecards
  • Service Excellence
  • Management Framework
Instructor:
  • Ben Arntson
(50 Minute Session) Using the pods concept we look at How this can be implemented, scaled and drive employee and client retention, increase CSAT and NPS scores and force you to play chess not checkers.
  • Client Engagement
  • Service Excellence
  • Management Framework
  • Employee Retention
Instructor:
  • Ben Arntson
(50 Minute Session) In this session we engage in the practicum of How escalations should be structured, and SLAs implemented. What fields drive the reporting, How do we ensure adherence and How can we use this to demonstrate a steadfast commitment to recovering our client’s satellites.
  • Client Engagement
  • Metrics and Scorecards
  • Service Excellence
  • Management Framework
Instructor:
  • Ben Arntson
(50 Minute Session) How to embrace a framework that provides for accountability, delegation and protects your hair from coming out in chunks. How a company’s top leader lays out a plan for success and then works with their team to push toward success.
  • Metrics and Scorecards
  • Service Excellence
  • Management Framework
  • Employee Retention
Instructor:
  • Ben Arntson

Finance/Operations Track 3 - The How

(50 Minute Session) When we leverage proper accountability our finance team are not our adversaries, they are the shield between our whims and our profits. We dig into How a well structured finance department with set process that openly collaborates with sales and services is a force multiplier.
  • Management Framework
  • Operations Excellence
Instructor:
  • Ben Arntson
(50 Minute Session) We now know what does a finance/operations scorecard look like, so How do we leverage them for accountability and success? How do we measure more than just aging and collections?
  • Metrics and Scorecards
  • Management Framework
  • Operations Excellence
  • Employee Retention
Instructor:
  • Ben Arntson
(50 Minute Session) In this session we breakdown How to execute on best in class strategy and demonstrate accountability to the clientele and internal departments. We discuss How you can better leverage programs and resources from your vendors.
  • Management Framework
  • Operations Excellence
  • Vendor Engagement
Instructor:
  • Ben Arntson
(50 Minute Session) Invoicing is at times the only tangible thing our efforts produce and at other times is a recap of our effort and value provided to our clients. We discuss How proper process and controls make this simple document a bulwark of memories against competition seeking to unseat us.
  • Operations Excellence
  • Client Engagement
  Instructor:
  • Ben Arntson