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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!

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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 344 posts
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Roadmap

A quickstart list of resources to get your service manager headed in the right direction.

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?

Audio
Seminar/Webinar

The core theme is that we are reaching the point of exponential growth for many technologies – and you need to have a different perspective on what will make you successful going forward.

Audio
Seminar/Webinar

Growing your business is fun — but it’s also difficult. One of the biggest challenges is maintaining profitability. That’s particularly true with projects. Matt Makowicz and Karl Palachuk explain.

Video
3-Part Class

Just like a real garden, you have to get rid of clients who cannot grow with your company, as well as those who are difficult to work with, unprofitable, or don’t fit your culture. And no, you won’t lose money.

Video
3-Part Class

What could be better than adding a new client? Doing it consistently the same every time, building your culture, and setting a very high standard for your new relationship! That’s what an onboarding process does for your company.

Audio, Kindle, PDF
Book

Practical, click-by-click advice to build a bundled offering of services Karl calls the Cloud Five-Pack™. Learn how to combine Cloud Services with Managed Services for the ultimate Killer Combo.

Word
Workbook

Wondering where to start? Well, if you can identify areas that are extremely important and you know you’re not doing as well as you should, THAT’s the place to start.

Excel, PDF, Word
Whitepaper

An outline and example of all of the things to put into a contract for HaaS.

Video
ITSPU Class

Learn how to create a great customer service system for your IT consulting business – and how to hire and train the people you need to make it work.

Video
Roundtable

Agile promises faster (and more appropriate) response to problems without increasing paperwork and bureaucracy. And, at least in software development, it de-emphasizes process in favor of progress. We’ll explore what that means for running your service delivery department.

PDF
Book

These rules will help you align your personal and professional goals while creating “standard operating procedures” to automate successful habits. Notice that “The customer is always right” is not on the list…

PDF
Book

The first 250 pages are chapters on project design, management, and all the details of running a Zero Downtime Migration project. The final 220 pages are the super, monster, thorough checklist (which is really a series of nested checklists).

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