Zip
Form
Great for engaging prospects or clients in a never-ending conversation about their tech. This “IA and Process Improvement” version is intended to highlight opportunities to make the client more successful.
Resource Library
Here you have access to all of Karl’s resources and training: books, checklists, SOPs, 3-part classes and more. Book handouts are added individually to make things more searchable.
If you don’t know exactly what you need, use the filters below to search by topic, department, type, or format. Mix and match as needed.
If you need help finding something, or aren’t sure exactly what you need (you just know you need *something*, send us a message and we’ll be happy to help!
A few examples to get you started
Select an option here, notice how the filters show up below, and customize as needed.
I need info on
For this department(s)
As a
in this format
Note: filters within the same dropdown have an or operator. Filters in different dropdowns have an and operator. Or will broaden (increase) your results. And will narrow (decrease) your results.
For example: This setup shows results that are client facing or customer service topics and are a checklist.
Showing 1 - 30 of 360 posts
PDF, Zip
Book
Ebook version of The Absolutely Unbreakable Rules of IT Service Delivery. May also be uploaded to Kindle via your Kindle-specific email
Word
Checklist
Customize this document to give to your clients when onboarding. A great place to start when training clients on how to enter service requests into your system.
PDF
Whitepaper
Use this when you need to determine the duties of the service manager, service coordinator, and their shared duties.
Video
Seminar/Webinar
How does your company view and use Artificial Intelligence? Here are some guardrails to protect your service and your reputation.
PDF
Sample
Use this sample to write a client-facing memo documenting their domain names and related information.
PDF
Checklist
A completely revised (and much longer) version of the famous 68-point Checklist
Excel
Sample
An Excel worksheet for quick planning
Roadmap
A quickstart guide to getting the Service Department on the right track.
Roadmap
A quickstart list of resources to get your service manager headed in the right direction.
Roadmap
How to set up, stick to, and implement a client technology roadmap (plan). It’s low-pressure, low-sales, matter-of-fact meetings that keep their technology working for them.
PDF
Workbook
One of the most important things you need to track for your clients is the information related to their Inter domain names. This is one of the most neglected – and most important – tasks you should undertake.
Roadmap
This Roadmap is all about the “Basics” of networking, starting with the most important protocol in the world. Experienced techs can use it as a reminder before jumping into the serious training needed for a career in security. Entry level techs can use it as a great introduction to TCP/IP, DNS, and Networking.
Video
Seminar/Webinar
A quick how-to for DKIM/DMARC setup on your clients domains to ensure email deliverability.
Video
Seminar/Webinar
Client facing — Educate Your Client about Security Threats and Crypto-Viruses.
“Steal” this presentation – PowerPoint Slides, questionnaire, and guide included for your use.
Video
Seminar/Webinar
All problems are DNS…mostly.
Learn the core functions of DNS and how to troubleshoot the problems you’re likely to see when supporting small businesses.
Video
Seminar/Webinar
A very practical introduction, but also a bit technical.
Of all the technologies I’ve ever learned, a thorough understanding of TCP/IP has made me more money than anything!
Video
Seminar/Webinar
Part 2 of the “Understanding TCP/IP” seminar. A very practical introduction to troubleshooting networks.
PDF
SOP
At-a-glance definitions for common TCP/IP terms.
Video
Seminar/Webinar
Learn the basic components of building a network, designing a network, and actually building one.
Video
3-Part Class
The fundamental tool we’ve used to managed ongoing client relationships for almost twenty-five years.
Video
3-Part Class
Move yourself and your clients to managed services
Word
SOP
Draft instructions for introducing clients to your ticketing system.
Word
Sample
Four Goodbye Letters – easily edit for your voice and brand.
Video
Seminar/Webinar
We use the terms all the time: High, Medium, and Low Priority. But does everyone on your team agree on what these mean and how they affect your service delivery?
Word
Sample
A starter document for goal planning.
Word
Checklist
Employee onboarding tasks for first two weeks.
Audio
Seminar/Webinar
A look at the challenges of growing your IT company beyond the psychological barriers at $1 million, and beyond. Most companies above $1 million/year in revenue are a lot less profitable than they should be.
Audio
Seminar/Webinar
As you know, whatever got you “here” won’t get you anywhere else. That’s particularly true in the emerging world of technology. Your skillset needs to evolve if you want to remain in business.
Audio
Seminar/Webinar
A great introduction to the basics of managed services, recurring revenue, and getting started in a great business!