MSP Evolution: Transforming an MSP’s Service Delivery Operation  Part 1 

Written By Cassidy Stier

“The Hacker Way is an approach to building that involves continuous improvement and iteration. Hackers believe that something can always be better, and that nothing is ever complete. They just have to go fix it — often in the face of people who say it's impossible or are content with the status quo.” ~Mark Zuckerberg 

 

Greetings Autotask Gladiators!  I am so glad to see you back again as we take a break to work ON your MSP instead of in it.    

 

I love that quote from Mark Zuckerberg. Most of the MSP owners I have met are “hackers” in the traditional sense of the term, always trying to find a better way and always fiddling with their tool stack to make them “better”. 

 

That should make them perfect MSP leaders, right?  The thing is, Managed Service Providers (MSPs) face a common challenge: delivering high-quality IT services, while optimizing profitability and efficiency, and providing a great Client Experience. This sometimes runs afoul of that natural tendency to keep tinkering and “hack” away with technology. (Take another look above and notice the word “profitability.)  

 

Transforming an MSP’s service delivery operation requires addressing inefficiencies that hinder performance, profitability, and customer satisfaction. Many MSPs struggle with inconsistent intake processes, disorganized client request management, and inefficient resource allocation. Without structured workflows, requests can be lost, miscategorized, or improperly prioritized, leading to delayed resolutions and frustrated clients. Additionally, a lack of automation increases manual workloads, slowing down response times and reducing productivity.  

 

To optimize service delivery, MSPs need streamlined processes, automated workflows, and clear role definitions. By leveraging tired and proven Standard Operating Procedures, PSAutomation tools, and dashboard visibility, MSPs can maximize operational efficiency, provide a superior Client experiences, and ensure all Client service requests are handled accurately and promptly, ultimately boosting both service quality and profitability. 

 

Transforming an MSPs Service Delivery Operation from Chaos to Zen requires 11 Steps: 

  • Intaking of Client Requests 

  • Categorization Client Requests 

  • Triaging Client Requests 

  • Tech Allocation for Future Client Requests 

  • Prioritization of Client Requests 

  • Automated Mechanisms  

  • Organizing Client Request Visibility  

  • Evaluations of Team Performance 

  • Tech Engagement/Disengagement Processes 

  • Service Coordinator level AT System Administrator  

  • LEAN Process Profitability Reporting 

 

Intaking of Client Requests 

The first step in transforming an MSP’s service delivery is optimizing the intake of client requests. Client requests enter through a myriad of entrances: Alerts, Emails, Portals, Agents, Drive-Bys, BabCom, and of course 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 

  • Hybrid Intake Process 

  • Single Point of Coordination for the rest 

Categorizing Client Requests 

Categorizing client requests at intake determines the appropriate Workflow Standard Operating Procedure (SOP), which in turn reduces the chaos.  Rather than treating all tickets the same, MSPs must differentiate between various request types—such as incidents, “Quick Hit” service requests, larger moves/adds/changes, projects, and preventative maintenance—and assign each to its own standardized operating procedure.  By tailoring engagement/disengagement strategies to each category, MSPs can optimize resource allocation, efficiency, and ultimately enhance profitability and Client satisfaction. This precise categorization also drives measurable operational performance and thus allows managers to drive improvements. 

Triaging Client Requests 

Triaging client requests ensures efficient categorization and prioritization of incoming service requests based on urgency, impact, and contractual obligations. AND assignment to a Tech with the right skills and availability.  The Triage process also includes proper coding of the ticket by cleaning up descriptions (“Just the Facts ma’am”), and validating the Client Request’s has been processed into the correct account and Contact. 

 

  • A well-defined triage process reduces delays and improves response efficiency. 

  • Triaging client requests helps prevent bottlenecks in ticket resolution. 

 

MSPs should establish a structured intake process, leveraging automation and workflow rules to streamline ticket handling. By implementing a standardized triage process, MSPs can improve response times, minimize downtime, and enhance overall client experience, ultimately boosting Client retention and creating Raving Fans. 

 

DANGER WILL ROBINSON! Tech Allocation is a new concept for many MSPs.  Slow Down and PLEASE read it carefully.  This area is a game-changer! 

 

Tech Allocation for Future Client Requests

Properly allocating technical resources ensures that requests play nicely together – meaning not creating Chaos as competing priorities compete for Tech time.    

Tech allocation should be based first on workload demand (volume of Client Requests in each Categorized Workflow based on Historical Data).  Techs should then be allocated based on skill level (you do have a skill matrix, yes?), and availability to meet the projected demand in advance of each day’s activity.  

MSPs should use a Tech Allocation system that provides the framework to assign tickets based on the Standard Operating Procedure for the respective Workflow identified in Triage. This prevents burnout and ensures that high-priority tasks are assigned to the most qualified personnel.  

The bottom-line is that Tech Allocation is critical for maximizing operational efficiency. 

Prioritization of Client Requests 

If all we did was Break/Fix, the Critical to Low priorities in Autotask (which is based on ITIL) would meet our needs.  BUT WE DON’T!   

Weirdly enough, Clients also want things Moved, Added, Changed and Installed. Oh, don’t forget the Projects, Maintenance, Sales, Procurement, and the list goes on and on and on. (actually, Projects should be welcome and quite profitable for an MSP – IF they are not bogged down by Ticket Chaos). 

So, what is an MSP to do?  You need to Prioritize on a Multi-Dimensional Level Automatically (I mean, the A in PSA does stand for Automation, right?) 

The Multi-Dimensional Prioritization should be based on predefined criteria such as Urgency and Impact, Reasonable Expectations, and Tech Allocation.  And this should all happen in the background without Techs even realizing their Worklists are Automated.  

And no, you don’t have to go out and spend an ungodly amount of money on an AI tool at the ASCII Edge show or ChannelCon from a company that Kaseya or ConnectWise will probably be buying next year, anyway. I have nothing against the tools (and some of those folks are really great people), but why buy when you can most or all of what you need in the Autotask you already have? 

 

Automated Mechanisms 

Every MSP is looking for the Automation in PSAutomation.  Workflow Rules are the most used Autotask Automation, and yet how to Automate more than sending an internal email (that will be ignored), or pummeling Clients with emails (that are gibberish and will be ignored), is all about anyone does. Few take the time to learn about the elegance of Automated Mechanisms using the Workflow Rule engine – the Hemi of the PSA. 

 

Automated Mechanisms that an MSP should investigate: 

  • Performance Audit Trails 

  • Operational Workarounds that provide a better Client Experience 

  • Automate information to be pushed to the Techs in timely fashion 

 

And “that’s my time” as the comedians say. And just when it’s getting good. But I promised to have you home on time for dinner (or at least before the streetlights came on) and I am a man of my word. 

Summary: 

We have covered a lot of material today. Take some time and go back over it before next week.  Your homework is to evaluate the state of your MSP based on the above. 

 

Next week, we will pick this back up and cover some of my favorite topics:  

  • Organizing Client Request Visibility  

  • Evaluations of Team Performance 

  • Tech Engagement/Disengagement Processes 

  • Service Coordinator level AT System Administrator  

  • LEAN Process Profitability Reporting 

 

By the way, anxiety and mental health issues are killing the IT industry. If you’re stressed out, full of anxiety, and not sure what to do next, look at “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. 

 

PLEASE, PLEASE take care of yourself and your teams. I want you to keep following “The Hacker Way” for many years to come. 

 

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:   

Cassidy Stier
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MSP Evolution: Unlocking the Four Pillars of Success