MSP Topics

• Technician Tier Descriptions

• Agreement Types

• Process Creation

• Ticket Creation

• Time Entry

• Activities

• Agreement Creation

• Agreement Billing

• Service Ticket Billing

• Dispatch

• Technician Responsibilities

• Service Flow

• On Call Procedure

• SLA Requirements

• Technical Procedures

• Project Creation

• Client Onboarding

• Client Offboarding

• Configurations

• Discovery

• Metrics

• SLA Performance

• Average Ticket Age

• Open Ticket Age

• Tickets by Company

• Past due Tickets

• Closed Tickets

• Tickets Not Acknowledged

• Total Tickets per month

• Solution Stack

• HIPAA CE Documentation Guidebook (built for MSPs for instructions on maintaining client compliance documentation)

• HIPAA Internal Compliance Guide

• HIPAA Problem Booklet

• All company required policy statements

• Supporting processes for all policy statements

• Support procedures if applicable to all policy statements

• Supporting documents to support 3 Ps

• Problem Management

• Continual Service Improvement

• Information Harvesting

• Help Desk Incident Management

• Internal Incident Management

• Contingency Planning

• Policy

• Backup and Restore

• EMO

• Plan Testing and Revisions

• Applications and Data Criticality

• Planning Template

• Emergency Mode Operations

• Physical Security Issues

• Cyber-Security Issues

• Access Controls

• Assigned Security Responsibilities

• Audit Controls

• Auto Logoff

• Breach Notifications

• Business Continuity Plan

• Compliance Training

• Device and Media Controls

• Destruction Certifications

• Reuse

• Emergency Access

• Firewall

• Access Authorization

• Forms

• Disaster Recovery Site Information Sheet

• Disaster Recovery Team Contact Information

• Disaster Recovery Team Responsibilities

• External Contact list

• Incident Form

• General Security Assessment

• Incident Management

• Forms

• Reports

• Information System Activity Reviews

• Passwords

• Password Management

• Patching

• Person or Entity Authentication

• Physical Safeguards

• Access Authorization

• Facility Access Controls

• Facility Security Plan

• Access Control and Validation

• Maintenance Records

• Risk Assessments

• Assessments

• Policy

• Risk and Vulnerability Logs

• Risk Management

• Sanctions

• Servers and Local Computers

• Team Assignments

• Technical and Non-Technical Evaluations

• Transmission Security

• Vendor Compliance

• Wireless

• Wireless Access Authorization

• Workforce

• Information System Activity Review

• Termination Process

• Access Authorization

• Applications and Data Criticality

• User ID

• Minimal Necessary Access

• Workstation Access

And that's just the tip of the iceberg!