--- title: Insights | Service Improvement How-To's, Processes, Thoughts | Michelle C description: Michelle Coombs has spent more than 25 years helping MSPs improve Service Delivery and operations. Her work focuses on Continual Improvement, Service Delivery, Service Maturity, Operational Maturity, leadership, customer experience, and helping MSPs move from reactive firefighting to predictable, professional delivery. Through consultancy, coaching, workshops and Oprising, Michelle helps MSPs identify what to improve, how to improve it, and how to keep improvements moving when the day job inevitably gets in the way. Her approach combines practical experience, structured problem solving, and a healthy dislike of improvement plans that stall at 80% complete. A regular speaker, mentor and contributor within the MSP community, Michelle is best known for her practical, no-nonsense approach to Service Improvement; helping MSPs reduce risk, improve customer retention, increase margins and create more predictable Service Delivery. --- [Skip to content](https://www.oprising.com/insights/author/michelle#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) # MSP Service Improvement Insights ## [Service Maturity Part 2: Maturity vs Service Performance](https://www.oprising.com/insights/service-maturity-vs-service-performance) 12 October 2026 Most MSPs have plenty of metrics: SLA attainment, ticket volumes, time to fix, cost per ticket, CSAT... [Read more](https://www.oprising.com/insights/service-maturity-vs-service-performance) ## [Service Maturity Part One: What it is and Why it Matters](https://www.oprising.com/insights/what-is-service-maturity) 14 September 2026 Over the summer I’ve been deep in the weeds building the Service Maturity module. Rather than try to... [Read more](https://www.oprising.com/insights/what-is-service-maturity) ## [How do you prioritise non-ticket work when everything is “urgent”?](https://www.oprising.com/insights/prioritising-non-ticket-stuff) 10 August 2026 [Read more](https://www.oprising.com/insights/prioritising-non-ticket-stuff) ## [Making Service Your Differentiator](https://www.oprising.com/insights/service-differentiator) 10 July 2026 [Read more](https://www.oprising.com/insights/service-differentiator) ## [Before They Complain, They Change: The Behaviours That Predict Churn](https://www.oprising.com/insights/customer-churn-behaviours) 24 June 2026 [Read more](https://www.oprising.com/insights/customer-churn-behaviours) ## [How Can I Make My MSP Better and More Profitable?](https://www.oprising.com/insights/ci-for-profit) 13 April 2026 [Read more](https://www.oprising.com/insights/ci-for-profit) ## [Cascade Service Improvement Objectives for Traction](https://www.oprising.com/insights/traction-objectives) 25 March 2026 [Read more](https://www.oprising.com/insights/traction-objectives) ## [How To Transform Service Desk Chaos](https://www.oprising.com/insights/how-to-transform) 24 October 2025 [Read more](https://www.oprising.com/insights/how-to-transform) ## [Why MSPs Transform Clients But Ignore Their Own Service Desk](https://www.oprising.com/insights/oxygen-mask) 24 October 2025 Here's the uncomfortable truth about MSPs: you're brilliant at transforming your clients' operations... [Read more](https://www.oprising.com/insights/oxygen-mask) ## [How to Convert Complaints into Service Improvement Opportunities](https://www.oprising.com/insights/complaint-chaos) 8 September 2025 You know that moment when you see "I'm not happy..." at the start of a customer email? Your heart si... [Read more](https://www.oprising.com/insights/complaint-chaos) ## [CSI vs SIP: Internal Improvement + Customer Recovery for MSPs](https://www.oprising.com/insights/csi-vs-sip) 18 August 2025 The last insight on “Why CSAT Scores Lie” sparked some brilliant conversations. Many of you recognis... [Read more](https://www.oprising.com/insights/csi-vs-sip) ## [Why CSAT Scores Lie: The MSP Feedback Framework That Works](https://www.oprising.com/insights/csat-lies) 6 August 2025 One of the most confusing conundrums you’ll face is when what seems to be a happy customer, averagin... [Read more](https://www.oprising.com/insights/csat-lies) ## [ITIL for MSPs: Cherry-Picking What Actually Works](https://www.oprising.com/insights/itil-cherry-pick) 21 July 2025 [Read more](https://www.oprising.com/insights/itil-cherry-pick) ## [When Clients Demand Compliance (And Your Service Desk Isn't Ready)](https://www.oprising.com/insights/demand-for-compliance) 7 July 2025 Compliance used to be something that happened to other people. The big enterprise MSPs with their fa... [Read more](https://www.oprising.com/insights/demand-for-compliance) ## [Building Your Service Improvement Dream Team](https://www.oprising.com/insights/dream-team) 16 June 2025 [Read more](https://www.oprising.com/insights/dream-team) ## [Three Linguistic Red Flags to Spot Service Improvement Opportunities](https://www.oprising.com/insights/red-flag-opportunities) 1 June 2025 There you are, in your Service Improvement team meeting and you get to your third-party escalation p... [Read more](https://www.oprising.com/insights/red-flag-opportunities) ## [Beyond Tickets: Building a Service-First MSP Culture](https://www.oprising.com/insights/beyond-tickets-building-a-service-first-msp-culture) 21 May 2025 In my early days, this is often how my day used to play out: The Service Desk team huddled around sc... [Read more](https://www.oprising.com/insights/beyond-tickets-building-a-service-first-msp-culture) ## [The Hidden Costs of Poor Service Desk Management](https://www.oprising.com/insights/hidden-costs) 5 May 2025 [Read more](https://www.oprising.com/insights/hidden-costs) ## [Why Service Improvement Plans Fail](https://www.oprising.com/insights/sip-fails) 21 April 2025 [Read more](https://www.oprising.com/insights/sip-fails) ## [From Chaos to Control: Five Steps to a Streamlined Service Desk](https://www.oprising.com/insights/five-steps) 7 April 2025 Ever noticed how Service Improvement plans have a lot in common with gym memberships? Everyone start... [Read more](https://www.oprising.com/insights/five-steps) ## [The Five Pillars You Need to Transform Your Wild West Service Desk](https://www.oprising.com/insights/five-pillars) 24 March 2025 "Living the dream".... Three little words that used to tell me that things weren't quite right. That... [Read more](https://www.oprising.com/insights/five-pillars) ## [Beyond the Wild West: Transform Your MSP with Operational Excellence](https://www.oprising.com/insights/operational-excellence) 18 March 2025 Every MSP leader knows the feeling. Your day starts with a client escalation, cascades into an overf... [Read more](https://www.oprising.com/insights/operational-excellence) ## [Join the Oprising: Your Service Desk Revolution Starts Here](https://www.oprising.com/insights/service-starts-here) 18 March 2025 Time to Rise Up Let's be honest - running an MSP feels like herding tumbleweeds in the Wild West. Yo... [Read more](https://www.oprising.com/insights/service-starts-here) ## Ready to Supercharge Your Service? Discover how Oprising can help you streamline operations, improve service quality, and deliver real results for your customers. Start turning service improvement ideas into action with a platform designed for MSPs like yours. ![Rocket Transparent](https://www.oprising.com/hs-fs/hubfs/Rocket%20Transparent.png?width=150&height=150&name=Rocket%20Transparent.png "Rocket Transparent") [Let's Get Stuff Done](https://www.oprising.com/oldpricingpage) [![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)