--- title: CSI that Survives BAU for MSP Service Desks description: "For MSP Service Desk leaders and managers: how to run CSI without it becoming a side project. Challenges → actions, Oprising demo, and Q&A." --- [Skip to content](https://www.oprising.com/events#main-content) [![Oprising logo](https://www.oprising.com/hs-fs/hubfs/Oprising_FinalLogo%5BNoStrap%5D.jpg?width=250&height=130&name=Oprising_FinalLogo%5BNoStrap%5D.jpg)](https://www.oprising.com/) - How Oprising Works Show submenu for How Oprising Works - [Features](https://www.oprising.com/features) - [Outcomes and Results](https://www.oprising.com/case-study) - [Solutions by Role](https://www.oprising.com/roles) - [Comparisons](https://www.oprising.com/oprising-vs) - [Demo](https://www.oprising.com/demo) - [FAQ](https://www.oprising.com/faqs) - [Pricing](https://www.oprising.com/pricing) - Resources Show submenu for Resources - [Free Get Stuff Done Sessions](https://www.oprising.com/focus-fridays) - [Events/Webinars](https://www.oprising.com/events) - [RoI Calculator](https://www.oprising.com/roi-calc) - [Quick CSI Process Check](https://michelle-gmvqasjx.scoreapp.com/) - [Service Managers Accelerator](https://www.oprising.com/accelerator) - [Service KPIs Download](https://www.oprising.com/kpis) - [SIP Templates Download](https://www.oprising.com/sip-template-pack) - [Insights](https://www.oprising.com/insights) - [FAQs](https://www.oprising.com/faqs) - [Business Case Justification - 1 Pager](https://www.oprising.com/hubfs/Oprising%20MSP%201%20Pager%20and%20Business%20Case%20Justification-2.pdf) - [About](https://www.oprising.com/about) Show submenu for About - [Terms of Use](https://www.oprising.com/tos) - [Privacy Policy](https://www.oprising.com/privacy) - [Contact](https://www.oprising.com/contact) Show submenu for Contact - [Support](https://www.oprising.com/support) Open main navigation Close main navigation - How Oprising Works Show submenu for How Oprising Works - [Features](https://www.oprising.com/features) - [Outcomes and Results](https://www.oprising.com/case-study) - [Solutions by Role](https://www.oprising.com/roles) - [Comparisons](https://www.oprising.com/oprising-vs) - [Demo](https://www.oprising.com/demo) - [FAQ](https://www.oprising.com/faqs) - [Pricing](https://www.oprising.com/pricing) - Resources Show submenu for Resources - [Free Get Stuff Done Sessions](https://www.oprising.com/focus-fridays) - [Events/Webinars](https://www.oprising.com/events) - [RoI Calculator](https://www.oprising.com/roi-calc) - [Quick CSI Process Check](https://michelle-gmvqasjx.scoreapp.com/) - [Service Managers Accelerator](https://www.oprising.com/accelerator) - [Service KPIs Download](https://www.oprising.com/kpis) - [SIP Templates Download](https://www.oprising.com/sip-template-pack) - [Insights](https://www.oprising.com/insights) - [FAQs](https://www.oprising.com/faqs) - [Business Case Justification - 1 Pager](https://www.oprising.com/hubfs/Oprising%20MSP%201%20Pager%20and%20Business%20Case%20Justification-2.pdf) - [About](https://www.oprising.com/about) Show submenu for About - [Terms of Use](https://www.oprising.com/tos) - [Privacy Policy](https://www.oprising.com/privacy) - [Contact](https://www.oprising.com/contact) Show submenu for Contact - [Support](https://www.oprising.com/support) - [Request Trial](https://www.oprising.com/get-started) [Request Trial](https://www.oprising.com/get-started) # SERVOPS Briefings ## Practical knowledge-sharing sessions to raise operational maturity and service quality through Service Improvement Most MSPs know something needs fixing,  The challenge is finding the time, ownership and structure to make improvement happen while Service Delivery continues. That's why we've set aside one hour every fortnight to focus on Continual Service Improvement.   The **SERVOPS Briefing Series** is a practical programme of short sessions designed to help MSP Service Leaders improve service quality, reduce chaos and raise operational maturity without creating more administration. Each briefing focuses on a specific Service Improvement topic and combines practical guidance, real-world MSP scenarios and actionable ideas you can take away and use immediately. No fluff. No management jargon. No generic best-practice presentations. Just practical advice for MSPs that want to know what to improve and how to do it. Because knowing what needs improving is only half the challenge. Knowing how to improve it is where real progress happens.    ## THE SERVOPS BRIEFING SERIES: - Service Improvement - Service Maturity - Service Improvement Plans - Customer Complaints - Customer Feedback - Metrics & Reporting Attend a single session or follow the full series to build a structured approach to Service Improvement over time.   **Ideal for:** Service Managers, Service Delivery Managers, Service Desk Managers and Heads of Service. **Free | Practical | MSP Focused** ![SERVOPS001 Briefing - Service Improvement](https://www.oprising.com/hs-fs/hubfs/SERVOPS001%20Briefing%20-%20Service%20Improvement.png?width=1536&height=1024&name=SERVOPS001%20Briefing%20-%20Service%20Improvement.png) ### SERVOPS001 Briefing: Service Improvement Oct 08, 2026, 12:00 PM **Most MSPs know what needs fixing. The challenge is getting it done.** Learn how successful MSPs turn improvement ideas into structured, measurable progress without adding more chaos to day-to-day Service Delivery. **You'll learn:** - Why improvement work stalls - How to prioritise effectively - Creating ownership and accountability - Turning ideas into measurable progress [Book Your Seat](https://events.teams.microsoft.com/event/1a6599f5-ad89-4d58-9d36-738371d47796@cae3dfc5-a0cb-4bea-822b-8677d558df05) ![SERVOPS003 Briefing - Service Improvement Plans](https://www.oprising.com/hs-fs/hubfs/SERVOPS003%20Briefing%20-%20Service%20Improvement%20Plans.png?width=1536&height=1024&name=SERVOPS003%20Briefing%20-%20Service%20Improvement%20Plans.png) ### SERVOPS003 Briefing: Service Improvement Plans Oct 21, 2026, 12:00 PM **Stop Creating Service Improvement Plans That Gather Dust** This briefing explores how successful MSPs prioritise improvement work, create ownership, maintain momentum and turn plans into measurable outcomes. **You'll learn:** - Why Service Improvement Plans fail - How to prioritise improvement work - Creating ownership and accountability - Tracking meaningful progress - Building plans that survive real-world operational pressures [Book Your Seat](https://events.teams.microsoft.com/event/1a6599f5-ad89-4d58-9d36-738371d47796@cae3dfc5-a0cb-4bea-822b-8677d558df05) ![SERVOPS002 Briefing - Service Maturity](https://www.oprising.com/hs-fs/hubfs/SERVOPS002%20Briefing%20-%20Service%20Maturity.png?width=1536&height=1024&name=SERVOPS002%20Briefing%20-%20Service%20Maturity.png) ### SERVOPS002 Briefing: Service Maturity Nov 05, 2026, 12:00 PM **You can't improve what you can't see.** In this briefing, we introduce the Service Maturity model, explores the five maturity levels, and helps MSP Service Leaders identify the gaps holding back consistency, scalability and service quality. **You'll learn:** - The difference between performance and maturity - The five Service Maturity Levels (SML1-SML5) - Common maturity gaps in MSPs - How to identify your next priorities - Where to focus improvement efforts first [Book Your Seat](https://events.teams.microsoft.com/event/6898ec46-8254-43d8-beb1-709fb74dcc09@cae3dfc5-a0cb-4bea-822b-8677d558df05) ![SERVOPS004 Briefing - Customer Complaints](https://www.oprising.com/hs-fs/hubfs/SERVOPS004%20Briefing%20-%20Customer%20Complaints.png?width=1536&height=1024&name=SERVOPS004%20Briefing%20-%20Customer%20Complaints.png) ### SERVOPS004 Briefing: Customer Complaints Nov 19, 2026, 12:00 PM **Customer complaints are free consulting.** Every complaint contains valuable insight into how customers experience your service. Learn how to spot patterns, identify root causes and turn complaints into meaningful Service Improvement opportunities. **You'll learn:** - Why customers really complain - How to uncover root causes - Turning complaints into improvement actions - Preventing repeat complaints - Using complaints to improve service quality [Book Your Seat](https://events.teams.microsoft.com/event/dd51b95c-dd7c-4654-a5d7-8c5b9d141736@cae3dfc5-a0cb-4bea-822b-8677d558df05) ![SERVOPS005 Briefing - Customer Feedback](https://www.oprising.com/hs-fs/hubfs/SERVOPS005%20Briefing%20-%20Customer%20Feedback.png?width=1536&height=1024&name=SERVOPS005%20Briefing%20-%20Customer%20Feedback.png) ### SERVOPS005 Briefing: Customer Feedback Dec 03, 2026, 12:00 PM **Most customers tell you long before they leave.** Customer feedback is one of the most underused sources of Service Improvement. Learn how to collect meaningful feedback, spot early warning signs and turn customer insight into practical action. **You'll learn:** - Why CSAT isn't enough - Different sources of customer feedback - Identifying early warning signs - Turning feedback into improvement actions - Closing the feedback loop [Book Your Seat](https://events.teams.microsoft.com/event/4b80024e-134b-42c5-b24a-a1cc3942edd6@cae3dfc5-a0cb-4bea-822b-8677d558df05) ![SERVOPS006 Briefing - Metrics and Reporting](https://www.oprising.com/hs-fs/hubfs/SERVOPS006%20Briefing%20-%20Metrics%20and%20Reporting.png?width=1536&height=1024&name=SERVOPS006%20Briefing%20-%20Metrics%20and%20Reporting.png) ### SERVOPS006 Briefing: Metrics & Reporting Dec 17, 2026, 12:00 PM **Just because you can measure it doesn't mean it matters.** Time to explore how successful MSPs use metrics to identify opportunities, prioritise improvements and make better decisions rather than simply producing more reports. **You'll learn:** - Which service metrics actually matter - Activity metrics vs improvement metrics - Common reporting mistakes - Using metrics to drive action - Building more meaningful reporting [Book Your Seat](https://events.teams.microsoft.com/event/d983741c-c6f6-461a-81f3-0e9bcdf12010@cae3dfc5-a0cb-4bea-822b-8677d558df05) [![Oprising](https://www.oprising.com/hs-fs/hubfs/Oprising.png?width=256&height=86&name=Oprising.png "Oprising")](https://www.oprising.com) [Follow us on LinkedIn](https://www.linkedin.com/company/oprising) Service Improvement for MSPs Copyright: Oprising Ltd© 2024 Contact [hello@oprising.com](mailto:hello@oprising.com) Oprising Ltd (15976134), (+44) 0333 358 3786 [Privacy Policy](https://www.oprising.com/privacy) [Terms of Service](https://www.oprising.com/tos)