Resources
Everything we've written down
Four documents derived from the public operating model, and a calculator that runs on your own numbers — for MSPs working out where agents fit, and where they don't.
4 documents · from the model
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Each one is written from the operating model and nothing else, and regenerated when the model releases. We ask for a name and an email so we know where to send it.
The 10 ticket types that cost an MSP the most
The ten highest-cost of the ticket types the Agentic MSP Operating Model rates high-volume: what each looks like, what causes it, the proactive lever that reduces it, and what each of the five service-desk stages does with it.
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Graduated autonomy: the MSP owner's guide to L0 to L4
The five autonomy levels the operating model defines, the ceiling each agent class is permitted, the evidence a desk collects before raising a rung, and what the first two hours look like.
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Resolution readiness: a denominator for "our AI resolves X% of tickets"
The four conditions a ticket type has to meet before an agent can take it end to end, the count that survives them at the model's current release, the caveats the model publishes against its own figure, and why the site's headline sits below it.
Read the whitepaper
The Agentic MSP Operating Model, explained
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.
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Recent writing
Shorter pieces on running a service desk with agents.
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