The Agentic MSP Operating Model, explained
boards, roles, ticket types, agents, and one ticket end to end
A field guide to the public model an MSP can map its own desk to: how the ticket types are organised, who owns them, which agents work them, how the agents hand work to each other, and one Critical ticket followed from the portal to the closure note.
What you'll get
- The boards, ITIL types and departments, with how many ticket types sit in each
- The roles a desk is made of, by category, and how they scale with MSP size
- The fleet: every agent, its class, its function and its autonomy level
- How agents hand work to each other, from the model's declared patterns
- One ticket, end to end: the plan, the checks, the skills, the closure
- How to map your ConnectWise boards, Autotask queues or HaloPSA teams to it
- No spam, ever
- Written from the public operating model
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