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Agile Service Delivery

Manny Palachuk, Founder

Pull-based service delivery coaching. Creator of the IT Service Run Guide, with 40 years in the industry.

Works with
Any PSA

Manny helps MSPs increase their service team throughput (cards finished each week) through proven pull-based methods. With 40 years in the industry and hundreds of implementations, he developed the IT Service Run Guide framework that helps teams eliminate backlog (the list of work waiting to start) and improve flow.

TopLeft customers get community pricing on the Agile Service Delivery Masterclass. Book a call with your TopLeft CSM to ask about it.

Book a consultation to learn about

  • Monthly IT Service Group Coaching for reducing bottlenecks and improving team productivity
  • The Service Delivery Master Class (8 sessions), covering the 10 Golden Rules and backlog management
  • How to reduce WIP and handle tickets more efficiently in your PSA

Manny Palachuk on doubling ticket throughput without hiring

Intro · July 2025 · 10 min

Joint webinars

How MSPs cut project backlogs and double throughput with Agile

Webinar · December 2025 · 1 hr 7 min

Wim Kerkhoff hosts a webinar on the return from moving service and project delivery to an Agile, pull-based approach. Manny Palachuk, an MSP coach and author, presents his maturity model and a 12-week service desk case study. Craig, who runs operations at an MSP, then describes how his project team went from 40 to 50 open initiatives to a little over 20 in about three months.

Chapters

  1. 0:00Intro and guests
  2. 2:28Sell more or spend less
  3. 6:17Why PSAs get it wrong
  4. 12:09Time as your widget and key metrics
  5. 16:14Case study: doubled throughput
  6. 22:27Kanban swim lanes in TopLeft
  7. 26:32Craig's story: from 40 to 50 projects to 20
  8. 32:42Pushing ConnectWise first, then adding a tool
  9. 44:56Getting team buy-in
  10. 51:12Splitting projects and service desk
  11. 56:55Work orders board and statuses
  12. 1:01:55Books, training and offers

Why MSP teams can’t break 60% efficiency

Webinar · August 2024 · 1 hr 4 min

Manuel Palachuk, who created the Agile Service Delivery program, walks through his 10 golden rules of PSA and the case for pull-based ticket flow over stack-and-run dispatch. Wim Kerkhoff, TopLeft's founder, hosts, adds a context-switching exercise, a short project board demo and Q&A on assigning tickets and team size. The last part covers course and onboarding offers.

Chapters

  1. 0:12Introductions and where attendees are from
  2. 3:12The IT Service Run Guide and Agile
  3. 4:58The 10 golden rules of PSA
  4. 15:28Lead time, cycle time and Little's Law
  5. 19:39Push versus pull, and team metrics
  6. 29:30TopLeft board for service tickets
  7. 34:18Coaching and masterclass offers
  8. 36:18Q&A on ownership, estimates and scale
  9. 44:06Context switching exercise and project boards
  10. 52:16AI, reading list and customer results
  11. 56:57TopLeft offer, HaloPSA and closing advice

Work with Manny

Pull-based service delivery coaching. Creator of the IT Service Run Guide, with 40 years in the industry.

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