The Business, Process and Documentation Experts

Eureka Process has the leadership knowledge and up-to-date technical insight to get it done right the first time.

Are you endlessly worried about efficiency costing you money?

Discover how Business Leaders are experiencing more freedom, enjoying more growth and stepping
back from cycles of fire-fighting and damage control with Eureka Process!

Expert advice about what it takes to scale a successful IT business

Improvement and streamlining of current processes

Break/fix to MSP transition guidance

The team at Eureka Process are the business, process, and documentation experts that equip you with the tools you need to do more with your existing business structure. With the technical knowledge to get hands-on with the tools that are used by your front-line team, and first-hand knowledge about what it really takes to lead a thriving MSP, Eureka Process is the only resource you need to get your business to the next level.

You Have the People, the Leadership and the Skill Set… Shouldn’t Success Come Easier?

In fact, many Business Leaders in the MSP space are faced with this stark reality right now.

They start their businesses with a vision of success that will see them providing unbeatable value to their clients every day.

With the right people in the right roles and healthy expectations of their team members – what could go wrong?

Before long, ticket volumes and underwhelming returns or too-rapid growth starts to redefine leadership priorities, and the organization’s key navigators begin leading from a place of reactivity rather than from passion or possibility.

Teams become mired in troubleshooting issues and customer complaints, and what was once a culture of excitement and enthusiasm becomes a culture of tired, rigid employees who do not see value in welcoming change.


If you feel stuck in a cycle of perpetual overwhelm, frustration and doubt, you’re not alone.

Business Leaders need to know that they cannot be expected to be all places at all times, and that doing so is a recipe for disaster and burnout. They need someone to confide in about their business challenges without shame, and they need a resource to look to as they endeavor to right the ship.

Enter: Eureka Process

Our leadership and process consultants understand the daily trials of MSP leadership, front lines and sales teams. With their proven background, our consultants work with Business Leaders to accurately diagnose, improve and implement actionable strategies that bring immediate value to your organization and its stakeholders.

“Thanks for the phone consult, Allen. I learned a lot and saw just how far my documentation game needs to go! Thanks for your time and patience”.

Nathan Maxwell

Communication Concepts, Inc.

Eureka Process Helps MSPs Get Maximum Value Out of Their Skill and Tool Investments.

We provide increased process continuity and measurable wins where you need it most.

Better processes and documentation means improved morale and the ability to retain skilled employees by offering growth opportunities and the important celebration of real wins.

Our consultants don’t just tell you what to do, they immerse themselves in your business to demonstrate their process and rationale and involve key players in finding customized solutions to your real challenges.

The next step? They get into the trenches with their clients to help execute and actualize the resolution.

With a diverse offering of customizable services including on-site and virtual consultation, virtual CIO, ConnectWise administration capabilities and best-practice meeting facilitation, Eureka Process is your partner in achieving greater levels of organizational success and personal freedom.

Bullet-proof processes and documentation allow Business Leaders to step back from the day-to-day operation of their business and focus more of their time on prioritizing intentional leadership and personal balance.

Upcoming Talks & Webinars

See what events and webinars you can join us in.

Members-Only "Community Conference Call"

Event Date: Monthly

On the second Tuesday of the month, our Community members and experts meet up online to share and exchange ideas. We sit back, conversation style, and talk about the business of IT.

ITDUG 2021.01 - Client Asset Documentation

Event Date: Jan 20, 2021

Presented by founder and President of Eureka Process, Allen Edwards and joined by participating members of ITDUG Facebook Group to present IT documentation tips, tricks, and hacks.

Online Blog

A bit less tech and more business in these candid thoughts from our founder.

QuickBooks Desktop to Online

Date Created: Dec 21, 2020

Eureka Process, LLC and Gozynta, LLC have teamed up to bring you this migration guide. We developed this step by step guide so you can avoid the pitfalls that others have missed, reducing the time it takes to complete this project.

To Outsource or Not?

Date Created: Oct 12, 2020

Many of us first the got the idea to go into business (the entrepreneurial seizure referenced in the E-myth: Revisited) because we felt we could do it better in our previous job, but didn't have the control to make it happen. So how does control affect this conversation about outsourcing?

Watch out for that...ditch!

Date Created: Oct 5, 2020

Brook revealed to me an amazing analogy for a phenomena that happens during team member on-boarding - the wobble. It's what happens to a new team member if you were to liken their on-boarding to teaching them how to ride a bike.

Rapids Ahead!

Date Created: Sep 29, 2020

Are you planning just as strongly and early as you were for your first? Don't grow complacent in your business. We have to approach every challenge, no matter how repetitive, with renewed gusto and energy to ensure positive outcomes. Don't get complacent and keep your success off the debris of the…

Leaky Bucket Syndrome

Date Created: Sep 15, 2020

What is Leaky Bucket Syndrome? LBS - it sounds like a bad disease and it can be for your business if it goes ignored, like any disease. Let us illustrate what Leaky Bucket Syndrome is and how we can go about solving the problems that arise from it.

Words Matter. Choose Wisely

Date Created: Sep 14, 2020

The reason I love words is because, right or wrong, the convey very specific meanings (denotation) and also conjure up many emotions (connotation). Having realized the power that these words bring, I took to being very choosy about my word usage in business

Stagnate vs Recuperate

Date Created: Sep 7, 2020

We all have bio-rhythms or natural ebbs and flows of energy. I even remember this machine at an all-you-can-eat restaurant as a kid. You'd put your fingers on two electrodes and it would print out your bio-rhythms for you.  I'm probably remembering the details wrongs, but there were three wavy…

Get Stupid

Date Created: Jul 14, 2020

I owe my success to getting stupid. Being traditional-smart (the book/trade type) is...

Sh!t Allen Says

Date Created: Jun 30, 2020

Get inside Allen's mind where he references our cheeky and hopefully-not-too-offensively named Teams channel.

Literal Shower Thoughts

Date Created: Jun 22, 2020

I had occasionally had successful meditation in my life already, despite not having believed in it. For me, standing in a hot shower for a while does the trick.

What are we doing wrong?

Date Created: Jun 15, 2020

While on-boarding a client recently, I was reminded of a common question I get asked in the early days of an engagement, "What are we doing wrong?"

Scorecard vs. Dashboard

Date Created: Jun 8, 2020

If you are a data-hungry entrepreneur, then this article is for you.  It's an early step in our consulting process to start developing metrics and Key Performance Indicators (KPIs). Our initial KPIs usually show some data clean up is needed. That usually leads to some process creation to get everyone…

Pivot or Stand Firm?

Date Created: Jun 1, 2020


Date Created: May 21, 2020

I confess, I have many personality flaws/quirks. Many of you or not shocked. I recently thought about this again when I was writing Growing a Business is No Way to Make Money last week, This is the promised future article I referenced in terms of seeing things from both sides.

Growing a Business is No Way to Make Money

Date Created: May 18, 2020

This comes straight from the "Sh!t Allen Says" Teams channel I mentioned in a few previous blog posts, (Consistency in Marketing (and all things) being one of them. I recently had to say it twice with clients last week, so it's top of mind to talk about.

What to Do With Your Cash

Date Created: Apr 15, 2020

Hope you don't mind that I'm not writing exclusively (or much) about processes and tools for IT Services. My goal behind these blog posts is to provide some insight and value, but they had to be easy to write.  Lately, I've been writing what's on my mind.  The good news…

Bravery and Courage

Date Created: Apr 6, 2020

There is no doubt that these are interesting times, and I am glad for it.  Not that I wish anything negative on anyone, but adversity breeds adaptation, mutation, and generally just better humans.  Pretty sure I'm completely destroying some scientific quote in there, but it's how I think. I am…

The Gambler

Date Created: Mar 31, 2020

I wrote in a previous personal post, My Only Regret, "Don't Quit!".  Yet, the fact is, that most winning poker players fold more often than they stay in the game. So what's the conflict?

Time to Sharpen the Saw

Date Created: Mar 23, 2020

Who could have imagined the world in its current state just a few weeks ago?  It's surreal and a little unsettling. While I don't personally make a habit of worry, this is certainly a great time to think on the times and create a strategy for not only navigating it,…

My Only Regret

Date Created: Mar 20, 2020

Prior Proper Planning (for Pandemic Possibilities)

Date Created: Mar 16, 2020

I had the pleasure over the last week to work with some great vendors to create this week's blog post. There is nothing like working together, especially in these times of uncertainty in a world where a more-than-usual amount of events are dictating how we behave. I didn't want to…

Focused or Balanced

Date Created: Mar 10, 2020

As I was writing this title, I had a sudden thought that maybe I'm the only one who sees focus as un-balanced.  Let's hop straight into a metaphor.

Pros & Cons of Being a Digital Nomad

Date Created: Mar 4, 2020

I was talking with Dave Sobel, host of the news and commentary podcast "Business of Tech", and co-host of the "Killing IT" podcast, the other day. We were discussing his podcast and his work to create a live cast at DattoCon 2020 Atlanta. We were looking for topics of interest…

Focus on Priorities

Date Created: Feb 27, 2020

I keep going back to my first blog post about keeping things simple to help keep things going. Well, I confess that I got a week behind in my blog posts 🙁  Fortunately, I do track these types of tasks in my PSA (ConnectWise Manage) AND I fire off my…

Argue to Simplify

Date Created: Feb 17, 2020

I'm going to keep patting myself on the back for continuing the string of writing a weekly blog. Third one in the books! It seems like the concept of simplification (and consistency) I wrote about in our first blog post really helps.

Is the New ConnectWise Customer Portal Finally Ready?

Date Created: Feb 10, 2020

Two blog posts in a row...not bad!  Perhaps my previous about Consistency and Simplicity will work out after all.  I'm still picking fairly random topics to discuss, and today I am inspired to discuss the new ConnectWise Manage Customer Portal.

Consistency in Marketing (and all things)

Date Created: Jan 30, 2020

So, this is my first attempt in writing a true blog post on relevant topics. I spent forever avoiding this, as I hate being inconsistent. You know what I mean right? You write a blog post for October, and then November. "Great job," you think! Then the holidays happen, and…

Latest Poll on What IT Documentation Systems are being used

Date Created: Jul 27, 2019

Here are the results from a poll taken late May 2019 from ITDUG on Face Book. Interesting look into the popularity of the IT Documentation tools available. I like to give a statistics disclaimer that ITDUG was originally started as an IT Glue users groups, so we may have disproportionately…

ConnectWise Impacted by Microsoft's Recommendation for 2FA Enforcement

Date Created: Jul 25, 2019

I was just reviewing my latest email from ConnectWise and thought I’d pass this on to you. Microsoft is recommending disabling all authentication protocols that can bypass 2FA. This most strongly affects O365 and your integrations with ConnectWise Manage (and frankly, all CW products). The fix is to set your…

SMB Community Podcast - Karl Palachuk interviews Allen Edwards of Eureka Process

Date Created: Jul 4, 2019

Needless to say, I was stoked with Karl asked me to be on his podcast series a few weeks ago. I may have fan-boyed a little bit after meeting him at ITO Compass in Chicago a few months ago, and then coincidentally having some one-on-one time with him at a…

L10 – Level 10 Meetings Explained

Date Created: Jun 14, 2019

You are probably reading this document because your team has decided to start using Level 10 meetings to get team input and create action plans to get the most important things done to reach your company’s goals. So many times, we walk out of meeting with such thoughts as “That…

Business Data Backups are Like Car Keys

Date Created: Mar 12, 2019

Your business depends on data to operate. Whether its important procedures, how much clients owe you, or what products you owe clients, without your data, your company will have trouble serving clients, making money, or making future data-based decisions. We liken this need to your car keys.

Type, Subtype, & Item - 3

Date Created: Mar 12, 2019

Type, Subtype, & Item (TSI) are powerful tools in ConnectWise Manage (CWM). When tickets are coded with these three items, three positive things become possible. In our first blog (read it here), we discussed how we can use it in reporting. For our second blog, we covered my favorite topic…

Type, Subtype, & Item - 2

Date Created: Mar 12, 2019

Type, Subtype, & Item (TSI) are powerful tools in ConnectWise Manage. When tickets are coded with these three items, three positive things become possible. In our previous article, we discussed how we can use it in reporting. In this article, and this my favorite, we will go over how and…

Type, Subtype, & Item - 1

Date Created: Mar 12, 2019

Type, Subtype, & Item (TSI) are powerful tools in ConnectWise Manage. When tickets are coded with these three items, three positive things become possible. First, we enable more data for useful reporting. Second, and this my favorite, we can link TSI to your technical Standard Operating Procedures (SOPs). And for…