Vol. 4 - Support and Service Delivery: Sops for Client Relationships, Service Delivery, Scheduled Maintenance, and All about Backups

Lots of good information in the book. I learned a lot about the SOPs needed to manage a support organization. After reading this, I went and bought Vol 3 too.

Karl lays out a step by step approach to running a managed service company. Support and Service Delivery: Sops for Client Relationships is a perfect book for anyone who wants to be successful in this business.