IT Business and Managed Services

A managed service means you look after a client's IT every month for a fixed fee, instead of fixing things only when they break.

• Break-fix: client calls, you fix, you bill by the hour. Managed: you prevent problems and promise response times.
• Typical services: help desk, device set-up, updates, backup, security checks, small projects.
• Clients value predictable cost and fewer outages.
• You value steady income, but must keep promises.

Activity. Write a one-page description of your service in plain words.

Standard to meet. Explain what is included and what is not so that a non-technical reader understands.

List what you do, how fast, and what it costs. Clear limits protect both sides.

• Package services in 2 or 3 levels: Basic, Standard, Plus.
• Define response targets: urgent in 1 hour, normal in 1 working day.
• State exclusions: what needs a separate quote.
• Agree support hours and how to reach you.

Activity. Write the catalogue with prices and response targets.

Standard to meet. List inclusions, exclusions, targets and price for each level.

Price must cover your time, tools, risk and profit.

• Cost of delivery: hours x hourly cost + tools + insurance + learning time.
• Break-even clients = fixed monthly costs divided by margin per client.
• Include onboarding time in the first month price.
• Test the price with two possible clients.

Activity. Build a simple cost and break-even sheet.

Standard to meet. Show currency on every line and calculate break-even twice.

A clear agreement prevents arguments. Get legal advice before using any template.

• Parts: scope, price, term, response targets, exclusions, data protection, how to end.
• Written permission to access systems is essential.
• Insurance and limits of liability: ask an adviser.
• Keep records of changes and approvals.

Activity. Draft the agreement and get an adviser's comment.

Standard to meet. Draft covers all parts; adviser's comments recorded.

Onboarding is the first impression. Do it in a clear order.

• Inventory: devices, accounts, software, licences, backups.
• Fix the basics: updates, passwords policy, backup, antivirus or equivalent.
• Set up a ticket system and tell users how to get help.
• Hold a short kick-off meeting and give a one-page guide.

Activity. Onboard one real or practice client and keep a checklist.

Standard to meet. Complete the checklist and deliver a one-page guide.

Deliver the promises every day and record everything.

• Log each ticket: time received, urgency, first response, fix, closed.
• Check backups weekly and test one restore.
• Apply updates in a planned window and tell users.
• Keep a change log.

Activity. Run 30 days with a full ticket log.

Standard to meet. Complete the ticket log and test a backup restore.

A monthly report shows value: what you did, what is at risk, what to do next.

• Numbers: tickets, response times, outages, updates done, backup tests.
• Top three repeat problems and a fix.
• Risks: old devices, weak passwords, missing backups.
• One-page plan for next month.

Activity. Write and present the report to the client.

Standard to meet. Report uses numbers and ends with actions.

Plan growth without breaking quality.

• How many clients can you serve well alone?
• Which tool or skill saves the most time?
• Three lessons learned.
• Decide: grow, change or stop.

Activity. Present at a review room; give two peers feedback.

Standard to meet. Plan has numbers and dates.

On the slide: L1 Basic · What IT support is. Focus module: What managed services are (Understand, 8 h). A managed service means you look after a client's IT every month for a fixed fee, instead of fixing things only when they break. Key points: Break-fix: client calls, you fix, you bill by the hour. Managed: you prevent problems and promise response times. Typical services: help desk, device set-up, updates, backup, security checks, small projects. Clients value predictable cost and fewer outages. You value steady income, but must keep promises.

Notes: Explain help desk, updates and backups in plain words. Notes: use a 10-person office as the example. Teach: open with the worked example. A 10-person office pays EUR 450 per month for a help desk, updates, backup checks and a monthly report. Then set the activity: Write a one-page description of your service in plain words. Mark against the standard: Explain what is included and what is not so that a non-technical reader understands. Check at this level: Difference between break-fix and managed? Model answer: Break-fix reacts and bills by the hour; managed prevents and bills a fixed fee.

On the slide: L2 Awareness · Basic safe support. Focus module: Service catalogue and service levels (Create, 14 h). List what you do, how fast, and what it costs. Clear limits protect both sides. Key points: Package services in 2 or 3 levels: Basic, Standard, Plus. Define response targets: urgent in 1 hour, normal in 1 working day. State exclusions: what needs a separate quote. Agree support hours and how to reach you.

Notes: Handle simple requests and protect passwords. Notes: learners log three tickets with times. Teach: open with the worked example. Basic EUR 25 per user per month (help desk, updates); Standard EUR 40 (adds backup and security checks); Plus EUR 55 (adds monthly review). Then set the activity: Write the catalogue with prices and response targets. Mark against the standard: List inclusions, exclusions, targets and price for each level. Check at this level: Why exclusions in a catalogue? Model answer: To protect both sides from unclear scope.

On the slide: L3 Foundation · Service catalogue. Focus module: Service catalogue and service levels (Create, 14 h). List what you do, how fast, and what it costs. Clear limits protect both sides. Key points: Package services in 2 or 3 levels: Basic, Standard, Plus. Define response targets: urgent in 1 hour, normal in 1 working day. State exclusions: what needs a separate quote. Agree support hours and how to reach you.

Notes: Write a catalogue with prices and exclusions. Notes: Basic EUR 25 and Standard EUR 40 per user; state what is not covered. Teach: open with the worked example. Basic EUR 25 per user per month (help desk, updates); Standard EUR 40 (adds backup and security checks); Plus EUR 55 (adds monthly review). Then set the activity: Write the catalogue with prices and response targets. Mark against the standard: List inclusions, exclusions, targets and price for each level. Check at this level: Why exclusions in a catalogue? Model answer: To protect both sides from unclear scope.

On the slide: L4 Practitioner · Onboard and run a client. Focus module: Onboard a client (Apply, 30 h). Onboarding is the first impression. Do it in a clear order. Key points: Inventory: devices, accounts, software, licences, backups. Fix the basics: updates, passwords policy, backup, antivirus or equivalent. Set up a ticket system and tell users how to get help. Hold a short kick-off meeting and give a one-page guide.

Notes: Take an inventory and run 30 days of service. Notes: 12 devices with no backup means fix backups first; 14 tickets with 12 on time. Teach: open with the worked example. Inventory finds 12 devices, 3 old laptops and no backup. Plan: replace backups first, then update laptops. Then set the activity: Onboard one real or practice client and keep a checklist. Mark against the standard: Complete the checklist and deliver a one-page guide. Check at this level: What do you do in onboarding? Model answer: Inventory, fix basics, set up tickets, kick-off and guide.

On the slide: L5 Specialist · Business case and agreement. Focus module: Pricing and the business case (Evaluate, 16 h). Price must cover your time, tools, risk and profit. Key points: Cost of delivery: hours x hourly cost + tools + insurance + learning time. Break-even clients = fixed monthly costs divided by margin per client. Include onboarding time in the first month price. Test the price with two possible clients.

Notes: Work out break-even and write a one-page agreement. Notes: EUR 900 costs at EUR 260 a client is 3.5, so 4 clients. Teach: open with the worked example. Monthly fixed costs EUR 900; margin per client EUR 260; break-even = 900/260 = 3.5 so 4 clients. Then set the activity: Build a simple cost and break-even sheet. Mark against the standard: Show currency on every line and calculate break-even twice. Check at this level: Break-even clients for fixed costs 900, margin 260? Model answer: 4 (3.5 rounded up).

On the slide: L6 Advanced · Lead the service desk. Focus module: Run the service for 30 days (Apply, 40 h). Deliver the promises every day and record everything. Key points: Log each ticket: time received, urgency, first response, fix, closed. Check backups weekly and test one restore. Apply updates in a planned window and tell users. Keep a change log.

Notes: Review tickets and spot repeated faults. Notes: 91 per cent on time and a repeated printer issue gives a recommendation. Teach: open with the worked example. Week 2: 14 tickets, 12 answered within target. Two late: both after hours. Adjust cover or the promise. Then set the activity: Run 30 days with a full ticket log. Mark against the standard: Complete the ticket log and test a backup restore. Check at this level: Why test a restore? Model answer: A backup you have not restored is unproven.

On the slide: L7 Super expert · Design a managed service. Focus module: Grow the business and your skills (Evaluate, 8 h). Plan growth without breaking quality. Key points: How many clients can you serve well alone? Which tool or skill saves the most time? Three lessons learned. Decide: grow, change or stop.

Notes: Plan capacity and automation. Notes: 8 clients at 6 hours a week; plan to serve 12 by automating updates. Teach: open with the worked example. Capacity: 8 clients at 6 hours each per week. Plan: automate updates to serve 12. Then set the activity: Present at a review room; give two peers feedback. Mark against the standard: Plan has numbers and dates. Check at this level: What limits growth? Model answer: Hours per client and your capacity to keep promises.