Canadian MSP Operational Excellence Checklist
This checklist is designed specifically for Managed Services Providers in Canada to determine how their operations can be improved
Introduction
This checklist is designed specifically for Canadian Managed Service Providers looking to optimize their operations, improve service delivery, and accelerate growth in the unique Canadian market. Use this as a tool to identify areas of opportunity and build a strategic roadmap for your MSP business.
Service Delivery Assessment
[ ] Service Level Agreement (SLA) Optimization
[ ] SLAs are documented, communicated, and consistently met
[ ] SLAs account for geographic challenges unique to Canadian service areas
[ ] Response times are appropriate for client expectations and contractual obligations
[ ] After-hours support accommodates all Canadian time zones you serve
[ ] PSA & Ticketing System Effectiveness
[ ] All client interactions are properly documented
[ ] Ticket categorization enables meaningful reporting
[ ] Automation rules reduce manual intervention
[ ] KPIs are tracked and reviewed weekly (resolution time, first-call resolution rate)
[ ] Bilingual support capability if serving Quebec markets
[ ] Documentation Standards
[ ] Client environments are fully documented
[ ] Standard operating procedures exist for common issues
[ ] Knowledge base is regularly updated and accessible to all technicians
[ ] Documentation complies with Canadian privacy standards (PIPEDA)
Financial Health Indicators
[ ] Pricing Strategy
[ ] Services are priced appropriately for Canadian market conditions
[ ] Regular review of service costs vs. pricing
[ ] Clear understanding of provincial tax implications on services
[ ] Currency fluctuation plan for US-based vendor relationships
[ ] Revenue Mix
[ ] Recurring revenue exceeds 70% of total revenue
[ ] Project services have defined scopes and margins
[ ] Hardware/software resale margins meet industry benchmarks
[ ] Services adapt to provincial economic conditions and industry concentrations
[ ] Financial Metrics Tracking
[ ] Monthly review of key financial indicators
[ ] Technician utilization exceeds 70%
[ ] Gross margin on services exceeds 60%
[ ] Client acquisition cost (CAC) is tracked and optimized
[ ] Canadian SR&ED tax credit opportunities identified and leveraged
Team Development & Culture
[ ] Technical Talent Strategy
[ ] Defined career paths for technical staff
[ ] Competitive compensation strategy for Canadian market
[ ] Regular skills assessment and training program
[ ] Remote work policies address Canadian geographical distribution
[ ] Bilingual talent strategy if operating in multiple provinces
[ ] Leadership Development
[ ] Leaders receive regular coaching and feedback
[ ] Management team has clear KPIs and accountability
[ ] Succession planning in place for key positions
[ ] Company Culture
[ ] Core values are defined and reinforced
[ ] Regular team engagement activities
[ ] Recognition program acknowledges achievements
[ ] Cultural initiatives reflect Canadian diversity commitments
Security & Compliance
[ ] Security Service Offerings
[ ] Comprehensive security stack defined and priced
[ ] Regular assessment of security tools effectiveness
[ ] Security awareness training program for clients
[ ] Alignment with Canadian Centre for Cyber Security frameworks
[ ] Internal Security Posture
[ ] Security policies documented and followed
[ ] Regular security awareness training for staff
[ ] Incident response plan tested and updated
[ ] Multi-factor authentication enforced
[ ] Regulatory Compliance
[ ] PIPEDA compliance documented and verified
[ ] Provincial privacy regulations addressed (PIPA, etc.)
[ ] Industry-specific compliance capabilities (healthcare, financial)
[ ] Data residency requirements addressed for Canadian client data
Growth Strategy
[ ] Sales Process
[ ] Sales methodology documented and followed
[ ] CRM utilized effectively
[ ] Sales pipeline reviewed weekly
[ ] Proposal templates address Canadian market specifics
[ ] Marketing Approach
[ ] Defined target client profile by region/province
[ ] Regular content creation addressing Canadian client concerns
[ ] Client referral program active
[ ] Digital presence optimized for local Canadian markets
[ ] Client Success
[ ] Regular business reviews with clients
[ ] Client satisfaction systematically measured (NPS or CSAT)
[ ] Proactive technology planning with clients
[ ] Client retention rate exceeds 90% annually
Strategic Direction
[ ] Technology Stack
[ ] Regular assessment of tool effectiveness
[ ] Vendor relationships reviewed annually
[ ] Emerging technology evaluation process
[ ] Data sovereignty considerations for Canadian clients
[ ] Business Model Evolution
[ ] Revenue diversification strategy
[ ] New service development pipeline
[ ] Strategic partnerships with Canadian solution providers
[ ] M&A opportunities evaluated against strategic objectives
[ ] Leadership Time Allocation
[ ] Owners spend less than 20% of time on technical delivery
[ ] Regular strategic planning sessions
[ ] Dashboards provide visibility into business performance
[ ] Leadership team has work-life balance
Next Steps for Your Canadian MSP
Score your business in each category:
Optimized (80-100%): Areas of strength to leverage
Functional (60-79%): Areas requiring refinement
Developing (40-59%): Areas needing significant attention
Critical (<40%): Areas requiring immediate intervention
Identify your three lowest-scoring categories and develop an action plan to address these areas first. Contact Intero Solutions for a comprehensive assessment and customized roadmap for your Canadian MSP business.
Developed by Intero Solutions based on Canadian MSP industry benchmarks from CompTIA, Statistics Canada, and the Information and Communications Technology Council (ICTC).
