The Service Project Playbook
Project management for people who also have a queue to run.
Training, templates, and scripts written for support leads, service-desk managers, and MSP teams who get handed a project on top of the tickets. Nine modules, one method, built by BW Consulting Services.
Original material. No exam, no certification body, no jargon you have to translate for your team.
Who it is for
Built for the service organization, not the project office
The promoted lead
Senior analyst or team lead just handed a tool migration or process change, with no project training and a queue that never stops.
The service delivery manager
Runs support, service desk, or NOC at an MSP or mid-size company. Projects slip because the same people are on the phones.
The MSP owner
Wants client onboarding and change projects to run the same way every time, with a playbook the whole team shares.
What's inside
Nine modules, one running project
You bring a real project from your own team. Every exercise builds one piece of its project file.
Projects inside a service organization
The four project types you will run and how to size one.
Scoping and the service-impact assessment
A one-page charter and the cost to the queue, written down before you start.
Planning around the queue
The two-calendar plan and the coverage-swap method.
Stakeholders, escalation, communication
Register, escalation matrix, and a weekly rhythm your sponsor can predict.
Risks, issues, and change
RAID log, service-risk scoring, and the queue-spike response.
Closing and handover to operations
Handover pack, hypercare, 30/90-day measurement, retrospective.
Leading the team while running the queue
The part-time team problem, the team charter, difficult conversations.
Reporting the project with KPIs
A ten-row scorecard in the language service leaders already trust.
Adoption: making the change stick
Why service teams resist and the five-move adoption plan.
The kit
Three files you will use on Monday
Slides with speaker notes
Nine modules plus bonus materials, ready to teach or to watch as recorded lessons.
Workbook and facilitator guide
Twenty-seven exercises, a 30-day quick-start guide, six email scripts, and workshop timings.
Templates toolkit
Charter, impact assessment, plan, roster, RAID log, status report, KPI scorecard, adoption plan, and more, with the math built in.
Pricing
Pick the level of support you want
Templates toolkit
For the lead who needs the templates today.
- 17-tab templates toolkit
- Participant workbook
- Email scripts and quick-start guide
Self-paced course
For individuals learning on their own schedule.
- Nine recorded modules
- Workbook, toolkit, and scripts
- 12 months of access
Live cohort
For people who want feedback on a real project.
- Everything in self-paced
- Weekly 90-minute live sessions
- Feedback on your running project
- Private discussion group
Corporate license
For a team that needs one shared method.
- Three-day workshop or nine sessions
- Facilitator guide and co-branded templates
- Manager debrief and 90-day project clinic
Prices in US dollars. Materials are licensed for personal or internal-team use. Half-day taster workshop available at $1,500, credited toward a corporate license.
For teams
Bring the playbook to your whole support organization
We run it on-site in Texas or remotely, for 8 to 20 people, with your own projects as the running examples. Managers get a debrief and a scorecard they can keep using.
Start with a free 30-minute project health check: we run the readiness assessment with you and show where the method would land first.
Book a project health check
- 30 minutes, no preparation needed
- Readiness score for your team
- A written note on the two or three moves that would help most
Or use the Contact page.
Free readiness assessment
How ready is your team to run a project without breaking the queue?
Twelve yes/no questions. Score yourself now; leave your email if you want the full report and the free sample templates.
Questions
Before you buy
Is this a certification?
No. It is an applied playbook written by BW Consulting Services for service teams. It does not prepare you for, or claim alignment with, any third-party certification or framework. What you get is a method and a complete project file for a project you are actually running.
What tools do I need?
A spreadsheet program for the toolkit and whatever your team already opens every day. The method is tool-agnostic; it survives a platform change.
Can I run it for my own team?
Yes. The corporate license includes the facilitator guide with timings, exercises, and answers to the questions the room will ask. A facilitator certification for MSPs is coming.
Who owns the materials?
BW Consulting Services, LLC. Every slide, page, and template is original work. Purchases are licensed for personal or internal-team use; redistribution or resale is not permitted.