The IT services or MSP blueprint
How a typical IT services company or MSP runs: 6 roles across 5 departments, 6 systems, and 3 core processes totalling 13 steps, 1 of them manual. Every process is mapped step by step on its own page.
Whose model is this? Ours. This blueprint is OurIdea.ai's own reference map, the same starter template abi. Clone applies for this business type. It describes a typical setup so you have something concrete to react to. It does not describe any company listed in this directory, and no listed company should be assumed to work this way.
The processes
This is where automation conversations should start. Each process lists its steps in order, names the system each step lives in, and marks the steps no system covers.
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6
Ticket to resolution
Service Delivery · 6 steps, 1 manual
Ticket raised → Ticket closed
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4
New client onboarding
Projects · 4 steps, fully systematised
Contract signed → Contract loaded for billing
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3
Monthly billing run
Finance · 3 steps, fully systematised
Contracted hours pulled → Unpaid invoices chased
The systems
The software a business of this type typically already pays for. Automation work is mostly making these talk to each other.
- ConnectWise PSAService management
- Datto RMMMonitoring
- IT GlueDocumentation
- Microsoft 365Productivity
- HubSpotCRM
- XeroAccounting
The roles
- Service Delivery Service Desk Lead, Field Engineer
- Projects Projects Engineer
- Sales Account Manager
- Finance Finance Administrator
- Leadership Managing Director
Outside the building
Work does not stop at the org chart. These are the external parties a typical IT services company or MSP exchanges work with, and the process each touches.
- Managed client customer
Tickets, service reviews, renewals · Ticket to resolution - Hardware distributor supplier
Quotes and hardware orders · New client onboarding
Who could help you build this
This directory lists UK companies by the sector they registered under at Companies House. For the work in this blueprint, these are the groups worth browsing. A registration is not a capability, so treat it as where to start looking, not a shortlist.
- IT consultancy1251 companies
- Other IT services933 companies
- Managed IT services566 companies
Looking to hire an IT services provider rather than map your own? The register lists 566 companies registered as managed IT services.