IT SERVICE RUN GUIDE™
The Machine That Runs Your Service
The Run Guide Your PSA Forgot To Give You
A comprehensive 9-module certification program that gives your team every rule, workflow, and standard the IT Service Run Guide™ (ITSRG) runs on - the complete operating manual for running an IT service desk like a machine, not on heroics. For teams from 1–100+. It fully scales.
OVERVIEW
Why the ITSRG Exists
The Machine, Not the Heroics
ITIL tells you the strategic framework. It doesn't tell you how to lay out your service boards, what statuses to use, when to escalate, or what a quality ticket looks like. The IT Service Run Guide™ (ITSRG) is Manny Palachuk's answer to that gap - the engine block of day-to-day service delivery. It's the machine that runs your service, whether or not you ever layer agile methods on top of it.
Built for Teams from 1–100+
The ITSRG is a practical, immediately implementable starting point - no ITIL maturity required - with a clear evolutionary path toward ITIL as the organization grows. It fully scales: the same four-domain framework runs a two-person help desk and a hundred-person service organization. This is the same architecture Manny uses inside live coaching engagements.
YOUR INSTRUCTOR
About Manny
Manuel Palachuk
Nearly 40 years of business, management, and training experience in the computer and electronics industries. Manny has owned several successful businesses, managed IT and MSP service companies, and coached or mentored many more around the world. He holds degrees in Electrical Engineering Technology and Automated Manufacturing Technology, and is a thought leader on Agile as applied to business strategy and service delivery.
Author of Getting To The Next Level: A Blueprint For Taking You And Your Business To The Top, co-author of The Network Migration Workbook, and currently writing The Culture Imperative.
THE MACHINE METAPHOR
Every Rule, Every Workflow, Every
Standard — One Engine
Four domains. One connected system: Standards & Definitions, Operational Workflows, Team Structure & Coverage, and System Configuration.
THE ENGINE
THAT DRIVES YOUR SERVICE
COURSE OBJECTIVES
What Your Team Walks Away Able to Do
- Architect the operational engine — a repeatable, reproducible, reliable baseline service delivery process, whether or not Agile is ever applied on top of it.
- Establish core discipline with the Ten Golden Rules of PSA — all work against a ticket, closed-loop communications, daily blocking and tackling.
- Capture accurate time data — work and track time in real-time, eliminating timecard gaps, overlaps, and duplicate entries.
- Define the structural landscape — Help Desk, Support Desk, and NSOC properly segregated by purpose.
- Standardize workflows — statuses, priority levels, and issue types so every ticket follows the same predictable path.
- Map escalation and de-escalation as a disciplined process, not a judgment call made under pressure.
- Implement Service Coordination — the "air traffic controller" role that removes roadblocks and keeps tickets complete and accurate.
- Measure empirical performance — CSAT, Lead Time, Cycle Time, and Ticket Count, prioritized over raw utilization.
AUDIENCE
Who This Course Is Intended For
Core Audience
- Service Managers and Service Coordinators
- Service Dispatchers and Project Managers
- Help Desk, Field Service, and NSOC technicians (Tier 1–4)
- MSP owners and department heads accountable for service delivery
Also Built For
- Process owners with no practical starting point for structured service delivery
- Consultants who need a working competency in the ITSRG framework
- Internal IT teams as well as external MSPs
- Anyone tired of running a service desk on heroics instead of a system
