for UK IT MSPs
AI workflow assessment for UK IT MSPs - cut the ticket, onboarding and reporting admin.
Nobody gets billed for this hour, and nobody gets billed for the hours it looks at either - ticket triage, client onboarding, documentation, SLA and client reporting. So the write-up is pitched at an engineer: what to use, how far to trust it, and where a person still has to sign off.
The admin around the tickets that never bills.
You earn on the contracts and the projects. Then the week fills with the work around them: triaging and routing the ticket queue, onboarding and offboarding client staff, writing and updating the documentation nobody has time for, and pulling together the SLA and client reports that keep the relationship healthy.
None of it is the fix the client sees, but all of it has to happen - and it is the reason your engineers are in the queue instead of on the projects, the reason documentation drifts out of date, and the reason growing the client base means growing the noise. Every one of those hours comes out of the margin on a fixed-price contract, whether or not anybody logs it.
Your PSA and RMM renewals now arrive with AI features attached. The hour goes on your service desk instead, and the plan is built from what turns up there.
The ticket, onboarding and documentation admin behind every contract - and what it is worth fixing.
An MSP average would be meaningless. A break-fix-heavy shop loses time differently to a fully-managed, project-led practice, and one demanding client can change the shape of a whole month. What does not vary is the list: ticket triage, client onboarding and offboarding, documentation, and SLA and client reporting.
We take a day off your own ticket queue and read it end to end - what came in, who touched it, and how long triage took before anybody did the actual work. The 60 minutes goes on that day, and the report comes out of it.
Run your own numbers in the admin cost calculator, or read the full breakdown in the CRM and workflow gaps that cost UK service businesses.
The assessment is £799 - and every unbillable hour in it came off your own service desk.
Your six biggest time sinks - and what we do about each one.
We map your whole business in the 60-minute session, then work backwards to the drains worth fixing first. Here is how that lands on the specific admin MSPs feel.
Ticket triage and routing
Reading each new ticket, judging priority, categorising it and getting it to the right engineer - a constant low-level tax on the service desk. We time the gap between a ticket landing and an engineer starting work on it, right across a day's queue, and that gap is what the report goes after first - an engineer still approves anything that goes out.
Client onboarding and offboarding
New client discovery, documenting the environment, setting up accounts and access, and the reverse when someone leaves. Repeatable, and error-prone when it is rushed. We take your last onboarding and your last offboarding and lay their steps side by side, then say whether a bespoke onboarding agent would pay back at the volume you actually take on.
Documentation and runbooks
The client documentation, network diagrams and runbooks that everyone relies on and nobody has time to keep current. We pick a client and check when their documentation was last true, then work back to why it stopped being true.
Client and SLA reporting
The monthly report - tickets closed, SLA performance, the value narrative - pulled together for every managed client. We sit with whoever writes them and watch one get built, counting the copy-and-paste between systems on the way.
Quoting and procurement
The hardware and licence quote, the supplier back-and-forth, the order and the tracking. We follow one hardware quote from the client's question to the order going in, and see how much of it was waiting on a supplier for a price.
Alert noise and monitoring review
The flood of monitoring alerts, most of them noise, a few of them the one that matters. We look at yesterday's alerts and ask which ones anybody acted on, because that answer decides how much summarising is safe - an engineer stays in the loop on anything that acts.
What this is - and what it isn’t.
The assessment is a diagnostic and a plan. Within two working days of your call you get a passcode-protected report: the AI and automation opportunities we have found for your business, named tools with costs and setup time, step-by-step recipes, a prompt library, an impact-versus-effort ranking, and ROI worked out on your real numbers. It is written in plain English so you can act on it - no technical background needed.
It is guidance, not us doing the work for you. If the report flags something worth building - a ticket-triage agent, say - the Custom AI Agent Build is a separate product from £949, scoped case by case. If you would rather implement the report’s quick wins yourself with someone beside you, the Implementation Kickstart (£349, 90 minutes) is there for that. The assessment always comes first.
The kind of result we publish.
Real clients, in their own words - the full story, what we found, and the measurable change in their week.
“Knowing something and doing something are completely different things.”
Questions IT MSPs ask us.
We hold the keys to our clients' systems. Is it safe to use AI tools?
Can AI actually triage tickets safely?
We already run a PSA and RMM. Does this replace them?
Is £799 worth it for a small MSP?
One payment. A written plan,
a video walkthrough, and someone
checking in to make sure it happens.
A diagnostic session, personalised report, video walkthrough, and follow-up support. One payment, no ongoing costs.
Find out where your business's non-billable hours actually go.
Book a 60-minute diagnostic. Get a report built around your business within two working days, a video walkthrough, and follow-up support. Money back if it doesn't show at least 5 hours a week worth reclaiming.
Book your assessment →