Leveraging Your Service Desk to Scale Your MSP Business

For the managed services provider (MSP), service desk capabilities play a critical role in the level of
service that customers receive and in the degree to which those services are delivered efficiently and
profitably. In short, the service desk can make the difference between a service provider’s success or
failure. This paper offers some key principles MSPs should adopt in order to ensure their service desk
fully supports operational efficiency, optimal service levels and business growth.

Today, there are several approaches that you can take that will help your service desk support the
growth of your MSP business. This paper looks at four key areas MSPs can target in order to develop the
service desk capabilities that foster efficiency and growth.