A QBR the client can use
Prepare a business review around decisions, evidence and follow-through, with a usable agenda and action record.
Library / Field guides
Field guides
Read the guide. Check your own evidence. Take the checklist or decision note at the end. Every guide is free and ungated.
Client relationships
Guide · 7 minOwner, Account management, Service manager→
Client onboarding after go-live: the first 90 days
Turn post-go-live findings into owned fixes, standards exceptions and an agreed client roadmap.
An account manager's client calendar
Keep renewals, licence checks, lifecycle dates and roadmap decisions in one owned calendar, while leaving approvals and relationship work with people.
Service delivery
A service manager's daily and weekly routine
Keep urgent work, blocked tickets and recurring service problems visible without spending all day in the queue.
Time tracking your techs can keep up with
Build a small, consistent time-entry habit that supports client and capacity reviews without turning entries into a scoreboard.
Standards and documentation
Write technical standards a team can use
Write testable standards with evidence, exceptions and support instructions, rather than a list of preferred products.
Evaluate a community script or GPO change before the lab
Turn a discovered script or policy suggestion into a reviewed provenance record, a bounded lab plan and an evidence-based accept or reject decision.
Capacity and economics
When to hire: check the capacity inputs first
Separate workload, availability, timing and skill coverage before treating aggregate hours as a hiring verdict.
Measure automation savings without double counting
Count distinct work, active human effort, exceptions and maintenance, then separate existing savings from a proposed scenario.
Review client profitability without fooling yourself
Reconcile revenue, labour and assigned costs before comparing effective hourly rates and assigned gross margin.
AI and automation
Can you automate it before you hire for it?
Test the repeatable work before opening a requisition, without confusing saved effort with judgment, coverage or a smaller payroll.
Choosing the first workflow to automate
Compare repeatable workflows by input quality, error cost and review burden before testing one small candidate.
AI at the service desk, with a person checking the work
Use AI for summaries and drafts with explicit review points, protected inputs and a correction-rate record that includes rejected output.
Roll out AI tools without handing over client secrets
Set prompt-data boundaries, check the exact account and tool documentation, and give staff an approved-use note with an owner and a stop route.
Pilot Microsoft 365 Copilot on a client-review preparation task
Turn a small authorized evidence pack into a checked client-review brief, with permission tests and an honest effort comparison.
Build a read-only Copilot Studio procedure finder
Design an authenticated knowledge agent that answers from a small approved procedure library and refuses unsupported or unauthorized requests.
Design a Rewst approval gate before a service-desk write
Build a dry-run request-to-approval workflow with verified organization context, duplicate controls and a separately gated write stage.
Use Claude to draft a procedure change review
Compare two fictional procedure revisions in a private, bounded draft workflow and produce a source-checked change note without rewriting policy automatically.
Draft a checked service-desk handoff with ChatGPT
Produce an evidence-linked handoff from fictional ticket notes while preserving failed fixes, unresolved status and human authority over replies and changes.
Security and standards
Secure your own MSP tools first
Review the access, integrations, alerts and recovery paths around your RMM, PSA and documentation systems, with a usable evidence sheet.
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