Amazon.com: Customer reviews: Front Office Mastery: SOPs for Office Management, Finances, Administration, and Running Your Company More Efficiently (Managed Services Operations Manual: ... and Managed Service Providers Book 1)
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The business of running an IT service provider operation is not easy and often ignored by the ownership. Be honest, you run an IT service organization because you like technology and maybe you're a great technician. That will not make you a successful business. Karl lays out all the basics needed for a healthy business operation. The front office is critical to making sure you have the processes to manage the day to day tasks required to function as a business - not just working on all the pretty blinking lights.
I don't always agree with all of the suggestions but more importantly, the chapters offer a way to evaluate whether I'm doing something adequately or missing it altogether.