# SOP templates for an IT services company or MSP

Owner: Owner or service manager
Runs: Set up once, reviewed quarterly

An IT services firm maps neatly onto the customer journey: find prospects, warm them up, close, deploy what you sold, then keep the client through regular reviews. These SOPs follow that order, with an internal security procedure at the end. Replace the [bracketed] values with your own tools and thresholds.

## Lead acquisition: prospect a new account

**Purpose:** Reach the right businesses with a relevant reason to talk.

1. **Build the list** from your ideal client profile: [industries, headcount range, location].
2. **Research each account** for [5 minutes]: who runs IT today, recent changes, visible issues such as an outdated website or recent growth.
3. **Make first contact** using the prospecting script at [link], by phone or email, and lead with a question about their current setup rather than a pitch.
4. **Log every touch** in [CRM] the same day.
5. **Book an assessment** when there is interest, or set a follow-up date. Stop after [6] touches with no response.

## Sales execution: run the IT assessment

**Purpose:** Understand the prospect's environment and risks before you propose anything.

1. **Send the pre-assessment questionnaire** covering users, devices, locations, software, backups and current support.
2. **Meet or visit** to walk through the environment with the decision maker and whoever handles IT today.
3. **Record findings** in the assessment template: risks, quick wins and longer-term needs, each ranked.
4. **Present the findings** within [5 business days] in plain language, without jargon.
5. **Agree next steps** and book the proposal meeting.

## Sales execution: propose and close

**Purpose:** Present a clear proposal that matches the assessment and gets a decision.

1. **Build the proposal** from the template: scope, services, service levels, onboarding plan, pricing and term.
2. **Check it** with [service manager] so delivery can meet what is promised.
3. **Walk the client through it** live rather than only emailing it.
4. **Answer objections** and record them in [CRM].
5. **Send the agreement** through [e-signature tool] and follow up at [3 and 7 days].

## Fulfillment: onboard a new managed client

**Purpose:** Take over the environment safely and document it from day one.

1. **Hold the internal handoff** within 2 business days of signature: sales notes, assessment and promises made.
2. **Collect credentials** into [password manager] and confirm admin access to every system in scope.
3. **Deploy your tools**: [RMM agent], [backup], [security tools], and verify each device reports in.
4. **Document the environment** in [documentation platform]: network, devices, users, vendors and licenses.
5. **Fix critical findings** from the assessment in the agreed order.
6. **Introduce the client** to the helpdesk: how to raise a ticket, hours, and what to expect.
7. **Hold a 30-day review** with the client to confirm onboarding is complete.

## Fulfillment: triage a support ticket

**Purpose:** Get every ticket to the right person at the right priority.

1. **Acknowledge** the ticket within the response time in the client's service agreement.
2. **Set priority** using the priority matrix: impact (one user, many users, whole business) against urgency.
3. **Check documentation** for the client and any known issue.
4. **Assign** to the right technician or queue, with a clear summary.
5. **Update the client** at each status change, and escalate to [service manager] before any service level is breached.

## Retention: run a quarterly business review (QBR)

**Purpose:** Show the client the value of the service and agree what comes next.

1. **Prepare the report** [1 week] before: ticket trends, projects done, open risks, device and license status.
2. **Draft recommendations** tied to their business goals, with rough costs.
3. **Meet the decision maker** for [45 to 60 minutes] and review the report.
4. **Agree priorities** for the next quarter and record them in [CRM].
5. **Send a summary** within 2 business days, and create proposals for any agreed projects.

## Company: review staff and technician access

**Purpose:** Make sure only current staff have access to client systems and your own tools.

1. **Export** the user lists from [password manager], [RMM], [PSA] and client admin portals every [quarter].
2. **Compare** against the current staff list and each person's role.
3. **Remove** access for anyone who has left or no longer needs it, the same day.
4. **Rotate** shared credentials that departed staff could see.
5. **Record** the review and changes in [documentation platform] for audit.

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Template from SOPCompass (https://sopcompass.com/templates/it-services-msp-sops). Free to use and adapt.