Optimizing Your Service Desk

Enhancing your Service Desk will positively impact all other areas of your MSP business!

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How you handle reactive support, set expectations, and deliver to customers directly impacts customer satisfaction, retention, and profitability.

Service Desk is one of the most important components of your MSP’s service delivery, yet there are some common mistakes that MSPs make.

Join TruMethods President, Gary Pica, and TruMethods CTO, Bob Penland, as they discuss different strategies to optimize your MSP’s Service Desk.

In this session we will cover:

  • Specific Service Desk roles and responsibilities
  • The ticket lifecycle and key performance metrics that impact efficiency and client satisfaction
  • How to set up service board / queue configuration around delivery areas

We will also be previewing a new AI-powered ticket analysis platform, ServicePulse. ServicePulse uses AI to help MSPs easily identify and review tickets from unhappy customers.

Watch the Recording!


You’ll learn how to avoid common mistakes when it comes to your Service Desk!

Key Insights on Service Desk from the Experts

Create an Efficient Service Desk Process

Increase Retention of Customer Base

Strategies to Manage Client Expectations


Gary Pica

President of TruMethods

Gary is a pioneer in the managed services field. His company, Dynamic Digital Services, was an “early to market” IT service provider that quickly became one of the fastest-growing MSPs in the country. Dynamic Digital Services grew into a multi-million dollar managed services practice with over 7,000 endpoints under management. Gary has discovered what works and what doesn’t. Through TruMethods, he shares key practices that have grown his business, using them to help other MSPs reach their full potential.

Bob Penland

CTO of TruMethods

Bob Penland is a leader in the MSP technology community. As the Director of Technology for the MSP, Dynamic Digital Services, his guidance helped create a technical platform to support over 7,000 users. For the past 10 years, he has been the CTO of TruMethods. Bob is the architect of myITprocess, the industry’s first software platform that allows MSPs to develop a repeatable process to build high-value vCIO relationships.


Optimizing Your Service Desk