🧱 THIS TRAINING IS BUILT FOR:

• MSP and ITSP owners with 1 to 50+ staff ready to streamline and grow

• Service managers and operations leaders tasked with running an efficient team

• Process-minded leaders who know good documentation and clean execution are what separate thriving firms from ones just  treading water

• Teams overwhelmed by tickets, low-margin work, and inconsistent delivery

Whether you're rebuilding from the ground up or refining a mature system, this framework meets you where you are!

🧠 WHAT YOU'LL LEARN

Inside this 8-module training, you’ll get:

✅ The Ten Golden Rules of PSA and Ticket Systems — the universal laws for scaling service delivery (no matter what PSA you use)
✅ How to implement real-time time tracking to boost accuracy, accountability, and productivity
✅ A complete Service Delivery Blueprint — the engine that powers every hour of client value
✅ The right team roles and board structure for Help Desk, Support, and NOC
✅ How to fix the “out of control” work-in-progress problem with defined ticket flows & escalations
✅ The Service Coordinator Playbook — how to assign work, maintain flow, and keep the team on track
✅ The backlog and KPI metrics that reveal when you're under or over capacity — and what to do next
✅ A system your team can understand, adopt, and execute (even if they’ve never “worked clean” before)

🧩 Most MSPs never achieve true operational maturity

They cobble together SOPs, ticketing tools, and patches for the day-to-day — but they don’t have a system for how their business actually runs.

That’s the problem: you can’t scale chaos.

This training delivers that missing system — the exact framework top-performing ITSPs use to:

• Control workload with data-driven scheduling

• Improve customer satisfaction without burning out the team

• Track and optimize every minute of tech time

• Reduce fire-fighting and take back strategic control

• Turn service delivery into a competitive advantage

🧭 CURRICULUM AT A GLANCE

Module 1 – ROI of Streamlined Delivery
Module 2 – The 10 Golden Rules
Module 3 – Real-Time Time Tracking
Module 4 – IT Service Framework Blueprint
Module 5 – Workflows & Escalation Paths
Module 6 – Service Coordination & Flow Management
Module 7 – Metrics & Backlog Management
Module 8 – Implementation & Next Steps

🛠️ HOW IT WORKS

This is not theory. This is the exact operations engine used in real-world service desks, field teams, and project departments.

Over the course of the training, you’ll build your custom version of the IT Service Run Guide, including:

  - Service workflows
  - Ticketing system settings
  - Communication protocols
  - Scheduling structures
  - Escalation paths
  - Performance scorecards

By the end, you’ll have a repeatable, scalable playbook for how your business actually runs — whether you’re in the office or not.

🧪 BONUS: PREP FOR AGILE

Agile sounds good, but you can’t “go agile” on top of chaos.

This training gives you the clean engine required for agility — so when you’re ready to pour in the Nitrox (our Agile Service Delivery Add-On), your team can truly pull their work instead of pushing paper.

The ITSRG™ Training is the required foundation.

📈 OUTCOMES YOU CAN EXPECT

After implementing the ITSRG system, clients report:

• 20–40%+ more technician capacity (without adding headcount)

• More consistent service and better customer satisfaction

• Greater visibility into workload and true team performance

• Fewer client escalations and “surprise” dropped tickets

• A culture of real-time execution and professionalism

🛠️ WHAT’S INCLUDED

• 8 Live Deep-Dive Training Sessions with walkthroughs and best practices

• VIPs get to be the Live Audience in the meeting with Manny!

• Q&A after every Training Session to answer all your questions

• Full-color Workbook for every Session to take notes as you follow along

• Detailed Implementation Checklists that you can start using immediately

• VIPs get the IT Service Run Guide™ Project Portal for your entire team to drive the implementation through Agile execution

• VIPs get Weekly Coaching with Manny during every week of the training to ensure you get the work done

• VIPs have a Monthly IT Service Coach's Huddle to share and discuss metrics with many of my clients who've already streamlined their service delivery

• Downloadable Templates & Flowcharts (ticket flow, escalation, coordinator workflows, etc.)

• Access to Manny's Guidance and fellow classmates to compare notes in the IT Service Run Guide Facebook Group

• 1-year access to the entire training course, including future updates (option to renew access at end of year)