MSP Evolution: Climbing the Operational Maturity Level
Operational Improvement #1:
Intaking of Client Requests
“Progress cannot be generated when we are satisfied with existing situations.”
- Taiichi Ohno
Taiichi Ohno was a brilliant man. According to Wikipedia, “He is considered to be the father of the Toyota Production System, which inspired Lean Manufacturing in the U.S.” If you read this blog often, you know I talk about Lean Process a lot (twice last week).
He came up with the 7 Wastes and some really great concepts of process management. Dave Ramsey has his own version of this quote which is basically that many will stay in a poopy diaper because it’s theirs and it’s warm. Dave is talking about people who would rather stay in debt than do the hard work to become debt-free, but the same can be said for many MSPS: they get “comfortable” and find it hard to grow.
How about you? Are you satisfied with the state of your MSP? Revenue growing? Techs happy? Clients happy? Can’t remember the last time you took a laptop on a family cruise? If that’s the case, then awesome. I am so happy for you.
If you’re like the rest, and your body is telling you that things aren’t so great, are stagnant, or full of Chaos, then you have a choice. You can remain satisfied that things will never change (the diaper), or you can decide that progress means a bit of discomfort and get off your butt and do something about it.
Hi. I'm Stephen. And I specialize in helping Clients get off their butts, grow their MSPs, and become Autotask Gladiators. I have an entire team of specialists here at Advanced Global that does this every day. So welcome. I’m so glad you are here.
The Need for Intake Processes
The biggest reason IT Managed Service Providers (MSPs) face chaos throughout their operations is inefficient intake and triage processes when handling new client requests.
Many MSPs lack standardized intake procedures and ones that support multiple intake processes that lead to incoming requests effectively. This leads to delays, miscommunication, and overwhelming technicians.
The first step in transforming an MSP’s service delivery is optimizing the intake of client requests. Client requests enter through a mirid of entrances: Alerts, Emails, Portals, Agents, Drive-Bys and, of course, the Phone. If an MSP had a centralized intake process, it wouldn’t overwhelm any one person and would work efficiently due to the fact that not all types of requests take the same amount of technical knowledge to Triage.
Advanced Global strongly recommends three Intake Workflows:
Alert Management Intake Process
Hybrid Intake Process
Service Coordinator Intake Process
Alert Management Intake Process
The Alert Management Intake Process is crucial for Managed Service Providers (MSPs) to handle monitoring alerts effectively while minimizing unnecessary noise. Many MSPs struggle with a high volume of automated alerts, which can lead to inefficiencies, mismanagement, or ignored tickets. Without a structured intake process, Technicians can become overwhelmed, reducing their ability to focus on genuine issues.
A well-designed Alert Management Intake Process begins with an initial (and ongoing) assessment by an engineer to filter out false positives and self-healing alerts. Automated RMM scripts are deployed to resolve tickets before they reach the alert queue. This ensures that only legitimate and actionable alerts require Technician intervention, improving response times and overall service quality.
SOP:
The Alert Intake Process is quite simple: alert tickets flow into the alert queue(s) and a Technician (or that rare unicorn: technical Service Coordinator) is assigned to clear the alerts first thing in the morning and monitor throughout the day. The remaining tickets are now “pre-triaged” and deemed to need remediation, so they are moved to the Triage queue for review and assignment.
Staffing plays a vital role in effective alert management. The recommended number of NOC or monitoring alert techs in an MSP can vary based on several factors, including the complexity of the environment, the level of automation, and the specific services provided. Our recommended allocation is one full-time Technician per 64 Clients (~1000 end points).
Hybrid Intake Process
The Hybrid Intake Process is a structured approach designed to optimize the Client experience for the Managed Service Clients’ End-users.
For Managed Service Clients, end-users receive direct access to Level 1 Technicians via phone, email, agent, or chat. This ensures that simple requests, such as password resets or minor troubleshooting, are handled quickly and efficiently without unnecessary escalation. This direct access reduces response times and enhances the Client experience. These Techs create their own tickets and escalate if needed.
More complex requests, particularly those involving broader network issues or requiring higher-level expertise, are managed by Service Coordinators. These coordinators intake service requests from Client Service Desk Liaisons, ensuring that more involved issues are assigned to the appropriate technical resource without overburdening frontline Technicians.
For Non-Managed Service Clients, the Coordinators intake service requests because the Client is not paying for expedited service.
SOP:
Set up a 2nd phone line and 2nd Incoming Email Processor. Have Level 1 Techs staffed to stand by (based on Operational Forecast historical data) to receive the Client Requests. They are then able to engage immediately and follow the engagement/disengagement SOP. The 2nd phone line and 2nd Incoming Email Processor, along with Chat and How to use the Agent information is printed on MANAGED Client End-User information such as mouse pads, screensavers, pink Post-its, or any other swag that the end-users will keep readily available.
By segmenting intake processes and utilizing both billable and non-billable roles effectively, MSPs using the Hybrid Intake Process can improve efficiency, prioritize resources appropriately, and enhance overall Client satisfaction.
Note: Some MSPs and outsourced help desk providers are eliminating the L1 Techs and staffing with L2s for additional flexibility. They feel this gives them a competitive edge, minimizes escalations, and provides a good mix of tickets to keep Techs from being bored. Some are even going the L2.5 route with a Tech in each pod being the initial “go-to” for things like SharePoint, Google Workspace, OneDrive, Slack, etc. This improves Client satisfaction in a world where people are frustrated talking to “script readers.”
Service Coordinator Intake Process
The Service Coordinator is the central hub, responsible for managing all open tickets and ensuring they move smoothly from “New” to “Complete” while maintaining organized workflows.
A key responsibility of the Service Coordinator is assigning work to Techs effectively, ensuring that urgent Client issues are addressed in a timely manner while balancing workload distribution. They also handle ticket triaging, prioritizing service requests based on impact/urgency or reasonable expectations, and scheduling Client requests when needed. Their work prevents chaos by ensuring Techs focus on remediation rather than non-billable administrative tasks.
Successful Service Coordinators share three core traits: humility, a strong work ethic, and excellent people skills. These attributes help them collaborate with both clients and internal teams to facilitate communication and optimize service delivery.
Proper onboarding and training are essential for Service Coordinators to become effective. This includes familiarization with the PSA tool, service workflows, and organizational expectations. Additionally, empowering them with decision-making authority and automation tools allows them to streamline operations efficiently.
SOP:
While Service Coordinators have many Standard Operating Procedures in their tool belt (the Triage process being the most important one), the Service Coordinator Intake Process is simply a matter of having all tickets that are not in the Alert or Hybrid intake processes flow to the Triage queue/widget. This includes such things as Incoming Email Processing, Return to Triage, and Open Tickets with no Primary Resource.
By structuring the Service Coordinator Process effectively, MSPs can improve response times, minimize inefficiencies, and create a high-performing service delivery environment.
Summary:
Managed Service Providers (MSPs) face significant challenges in managing client requests efficiently. A key issue is the chaotic intake of new requests, which leads to operational inefficiencies, missed SLAs, and lost profitability. To streamline service delivery, MSPs must implement structured workflows, such as the Hybrid Intake Process, which balances direct Technician access for Managed Service Clients’ End-Users with Service Coordinator oversight for complex issues or Non-Managed Service Clients who are not paying for expedited service.
Alert Management is another critical area, as MSPs often deal with high volumes of automated alerts. A structured intake process helps filter false positives and prioritize critical alerts for immediate action. By automating RMM scripting and workflows, and allocating staff efficiently, MSPs can reduce noise and improve response times.
The Service Coordinator Process is essential for operational efficiency, as coordinators manage triage processes, Tech assignments, and Tech scheduling. Equipped with proper tools and authority, Service Coordinators eliminate chaos and enhance workflow management. A Service Coordinator will make the Techs 10% more efficient, therefore when it comes to wanting a smooth operation, they are worth their weight in GOLD.
Remember that Taiichi Ohno said, “Progress cannot be generated when we are satisfied with existing situations.” If you’re satisfied, great. If the MSP is struggling to Find Freedom from Operational Shackles to grow to $1MM or $3+ MM, please schedule a FREE strategy call with Steve.
And if you’re tired, stressed out, full of anxiety, and don’t have time to read a full-sized book, check out “Redefining Anxiety: What It Is, What It Isn't, and How to Get Your Life Back” by Dr. John Deloney. This quick read is NOT your average self-help read, and it was recommended by an MSP Ops Manager.
Steve & Company
At Advanced Global MSP Consulting, we are committed to helping you grow your MSP business by improving your service delivery experience and eliminating Chaos. We understand the unique challenges you face in the MSP industry, including the mental health struggles that can come with the territory. We see you. And we’re here for you.
Resources:
“Building a Non-Anxious Life,” by Dr. John Deloney. This is NOT your average self-help book, and it was recommended by an MSP Ops Manager.
Unshackled e-book: https://www.agmspcoaching.com/unshackled Apply the 6 keys to MSP Service Delivery Optimization)
Richard Tubb: “Mental Health Resources for MSP Business Owners”
Our most recent blog post on MSP Mental Health
Our YouTube channel
Service Delivery Gladiator’s Community: Home - The Service Delivery Gladiators (agmspcoaching.com)
The Compound Effect: Learn to manage your life instead of it managing you.