MSP Delegation Checklist
Use this with a sample of recent tickets. The goal is to recover engineering time without weakening customer communication or technical controls.
Sort the queue
- Separate coordination from troubleshooting and incident response.
- Mark tasks that require privileged access.
- Identify repetitive ticket updates and vendor follow-ups.
- Note which cases need an engineer's immediate judgment.
Set service controls
- Document runbooks and permitted actions.
- Define response, update, and escalation windows.
- Grant access by role and review logs.
- Keep security incidents and exceptions with authorized technical staff.
Pilot and measure
- Start with a small, low-risk ticket category.
- Review ticket-note quality and customer updates.
- Track engineer hours recovered and rework created.
- Expand scope only after supervised review.