The Blind Spot
Your tickets close three ways. Your report counts one.
Engineers, automation, and your partners all close tickets now. The benchmark was built to see the first one only — so the better your other two get, the worse you look on paper.
Your People
An engineer works the ticket and logs the time. The one slice your utilization number was ever built to see.
CountedYour Automation
A workflow closes the ticket before anyone opens it. Real work, done well, recorded as nothing.
InvisibleYour Partners
Your NOC, SOC, or a vendor platform fixes it. The client is happy, the ticket is closed, your scoreboard shrugs.
InvisibleThe better your operation runs, the worse you look on paper. You're being punished for being good at this.
The Diagnosis
The report you have vs. the report AIMSP gives you.
Utilization answers one question. AIMSP answers the one that actually predicts your margin, measuring the work done by your people, automation, and partners as one operation.
What you have
Billable utilization
- Counts only human hours on billable work
- Blind to everything automation handled
- Punishes building — the highest-leverage work
- Rewards being busy over being effective
- Can't tell two very different MSPs apart
What AIMSP gives you
The whole operation
- Counts coverage, oversight and building
- Prices what your engineers never touched
- Treats capacity creation as real work
- Measures what the operation delivered
- Distinguishes leveraged from drowning
How it works — three moves
We read your PSA
We connect to ConnectWise and pull every closed ticket. You do nothing but say go.
We sort every ticket
Each one gets credited to whatever actually closed it: a person, a workflow, or a partner. No work goes uncounted.
We put a price on it
Using your own resolution times, every ticket gets a dollar value. The hidden work finally has a number, usually a big one.
Deployed Time
Keep the 75%. Change what counts.
The target was never the problem. The definition was. Here's the same engineer, the same week, scored under each.
Before
Deployed Time, as it's counted today
- Billable hours, logged by hand
- Automation he oversaw — not counted
- Automation he built — counted against him
- Anything a partner or platform handled — invisible
After
Deployed Time, with AIMSP
- Client resolution — still the foundation
- Automation oversight — accountable time
- Automation building — capacity creation
- Offloaded and platform work — credited
Traditional billable work. Still the foundation.
Accountable for the systems doing routine work.
Capacity creation. Pays off across thousands of tickets.
Why 75% is the right number
A healthy MSP should run at 75% — that part was never wrong. What was broken is that the old definition let you reach 75% by ignoring most of the work you actually did. AIMSP keeps the target and stops letting the work hide.
The Six Buckets
Six buckets. One honest number.
Every closed ticket gets credited to whatever actually closed it — a person, a workflow, or a partner. Six buckets, sorted honestly, so no work disappears between them.
Agentic Automation
CountsAn agent reads the ticket, decides, and closes it before anyone touches the queue. Real work, done without a person — and it counts.
Automation-Assisted
CountsA workflow handles the routine steps and an engineer finishes it. The engineer's time is lighter, the outcome is the same, and both halves get valued.
Managed Offload
CountsYour NOC, SOC, or a partner platform resolves it. The client is served; the ticket closes clean. Offloaded doesn't mean uncounted.
Platform-Resolved
CountsThe customer's own tooling or a vendor platform closes it. Nothing for your team to do — entirely to your operation's credit.
Human Dismissal
PartialAn engineer looks, judges, and closes without a resolution. A correct decision and real judgment — counted as oversight, not as resolution.
Fully Human
TraditionalAn engineer works it end to end and logs the time. The one bucket your utilization number was ever built to see — and now it's one of six.
AIMSP doesn't ask you to change how you work. It changes what gets seen. Six buckets, sorted honestly, and the number stops lying to you.
The Math
What gets done, priced.
AIMSP doesn't start with an industry average. It starts with your own history — the figures already sitting in your PSA, turned into the value of the work you actually delivered.
What reports count
Billable time
One slice: the hours an engineer wrote down. Everything else — automation, offload, platform resolution — reads as zero.
What AIMSP prices
The whole operation
Every closed ticket, credited to whatever actually resolved it and valued at your own rates. Nothing falls between the buckets.
Your history — four inputs
Your Deployed Value
We don't publish an average, because yours isn't one. This number comes from your tickets and your rates — and it's the first time you'll see it.
The Engineer
Your engineers do three jobs.Your reports pay for one.
An engineer isn't one thing, and neither is their day. Three modes of work — and only one of them was ever designed into a utilization number.
Resolve
The known oneThey work the ticket hands-on and log the time. This is the work your board has always seen, and the only slice billable utilization was ever built to reward.
Recognized as: billable hours
Oversee
The invisible oneThey watch the automation, catch the exceptions, and fix what a workflow can't. Real accountability, no ticket, no time entry.
Recognized as: nothing on the board
Build
The punished oneThey build the automation that closes the next thousand tickets. Highest-leverage work in the building — and it drags the utilization number down while they're doing it.
Recognized as: a hit to utilization
Most MSPs don't have an engineer problem — they have a recognition problem. All three modes are real work. Only one of them shows up on the report.
The ARI Report
Autonomy Readiness Index. Your operation, measured honestly.
A fixed-scope engagement that runs ARI against your own ConnectWise data. The number, the gaps, and the roadmap — no imported benchmark.
ARI scores how much of your closed ticket volume runs without a person — measured per bucket, valued at your own rates. It isn't a grade; it's the baseline you move from.
Four phases
Connect
Kickoff, a read-only API member, and your ConnectWise history loaded into the vault.
The vault is yours to keepDiscover
Boards, members, and system accounts mapped and confirmed by you before anything counts.
Measure
The six buckets, the proof behind them, your SHRT table, and the valuation.
Deliver
The ARI report, the Executive Brief, and the prioritized roadmap — walked through together.
Findings then drive the AIMSP Strategic Plan, and ARI Pulse re-measures quarterly against your baseline.
Essential
Balance Builder
- Up to 25 members
- Delivered in 3 weeks
- Report, brief, roadmap
Standard
Value Builder
- 26–75 members
- Delivered in 4 weeks
- Report, brief, roadmap
Enterprise
Empire Builder
- 76+ members or multi-instance
- Delivered in 6 weeks
- Report, brief, roadmap
Frequently Asked Questions
What is AIMSP?
Autonomously Intelligent MSP — an operating model for running and measuring an MSP by the work the whole operation gets done, not just the hours an engineer logged. People, automation, and partners all contribute. AIMSP counts all three.
How is this different from billable utilization?
Utilization counts logged human hours. That was accurate when every ticket ran through a person — it isn't now. AIMSP keeps the 75% target and changes what counts toward it, so automation and offloaded work stop reading as zero.
What is ARI?
The Autonomy Readiness Index — the score you get from the assessment. It reads your ConnectWise history and shows how much of your closed volume runs without a person, measured per bucket and valued at your own rates. It isn't a grade; it's the baseline you move from.
What do you need from us to run it?
A read-only API member in ConnectWise. That's it — no new tools, no data export, no homework. We map your boards, members, and system accounts, and you confirm each one before anything gets counted.
How long does the assessment take?
Three to six weeks, depending on size: up to three weeks for MSPs under 25 active members, four weeks up to 75, six weeks beyond that or across multiple instances.
What do we actually receive?
Three things: the ARI report for your ops leaders, an Executive Brief for ownership, and a prioritized roadmap for what to automate first. All three walked through together, not emailed over.
Is our number going to look bad?
It might look low — and that's usually the point. A low ARI means most of your volume still depends on a person, which is headroom, not failure. Most MSPs discover they're doing better than their reports showed and worse than they assumed. Either way, now you know.
What happens after the assessment?
Your findings drive the AIMSP Strategic Plan as its own engagement, and ARI Pulse re-measures quarterly against your anchored baseline — so the number stays honest over time instead of drifting back into the dark.
Does this replace our PSA or change how we work?
No. It reads what's already in ConnectWise and changes what gets counted — not how your team does the work. Nobody changes a process to make the measurement work.
How do we get started?
One short conversation about how your operation runs today. We'll confirm the right tier and scope, and give you a read-only member to set up. One point of contact is all we need from you. Book a meeting with us or send a message for more details below.
Find out what your operation actually
delivers with AIMSP.
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