Transforming MSP Service Delivery: A 12-Month Autotask PSA Overhaul Roadmap

Many MSPs rely on Autotask PSA, but over time, poor setup, process gaps, and workarounds can create inefficiencies that hold the business back. Whether you’re struggling with service delivery, billing, or project management, a structured overhaul can transform how your business operates.

This 12-month roadmap provides a structured approach to improving Autotask PSA, covering Revenue Operations (RevOps), Service Delivery, and TechOps. The order can be adjusted based on your business priorities.

Month 1: Assessment and Planning

System and Process Audit

• Review your current Autotask PSA setup, integrations, and business processes.
• Identify inefficiencies in service delivery, ticketing, quoting, billing, and reporting.
• Map out gaps in automation, integration, and reporting.

Define Objectives and Prioritise Work

• Create a phased implementation plan with clear milestones.
• Align the overhaul with business goals (e.g., growth, profitability, efficiency).
• Prioritise areas needing the most attention—some MSPs will need to focus on billing accuracy, others on ticket workflows or asset management.

Month 2-3: Service Desk and Ticketing Optimisation

Standardise Ticketing Processes

• Review ticket categories, priorities, and workflows to ensure consistency.
• Automate ticket routing and escalation rules to improve efficiency.
• Ensure SLAs are correctly configured and achievable.

Improve Technician Workflow and Visibility

• Implement ticket queues, dashboards, and KPIs to improve workload management.
• Optimise time tracking and ticket notes to ensure accurate billable hours.
• Configure alerts for ageing tickets and breaches.

Month 4-5: Enhancing Contracts and Billing Accuracy

Review and Optimise Contracts

• Ensure all services are correctly structured in Autotask contracts.
• Standardise contract types (fixed fee, block hours, T&M) for consistency.
• Automate contract adjustments for licence changes and renewals.

Improve Billing and Reconciliation

• Ensure billable time, expenses, and third-party costs are correctly captured.
• Automate recurring invoices and improve Autotask–accounting software sync.
• Set up reporting to track profitability across contracts.

Month 6-7: Asset and Configuration Management

Centralise Asset Management

• Ensure all customer assets (hardware, licences, warranties) are tracked in Autotask.
• Sync RMM-managed assets (e.g., Datto RMM) and manually add non-managed assets.
• Implement automation to notify when assets are nearing renewal or warranty expiration.

Improve Documentation and CMDB Structure

• Structure the Configuration Management Database (CMDB) in Autotask.
• Implement processes to ensure asset information stays updated.
• Integrate documentation platforms (e.g., IT Glue, Hudu) for seamless workflows.

Month 8-9: Service Efficiency and Project Management

Automate Service Workflows

• Implement automation to reduce technician workload (e.g., auto-closing resolved tickets, notifying clients on status changes).
• Integrate chatbot or self-service options to reduce ticket volume.
• Improve reporting on ticket trends to identify areas for proactive support.

Improve Project Management

• Move project tracking from spreadsheets into Autotask’s Project module.
• Standardise project templates for common implementations (e.g., onboarding, migrations).
• Implement accurate time tracking on projects to improve profitability insights.

Month 10-11: Sales, Quoting, and Procurement

Streamline Quoting and Sales Process

• Ensure all quotes are created in a structured CPQ tool (e.g., Zomentum, Autotask Quotes).
• Automate quote-to-order workflows, reducing manual data entry.
• Improve quote tracking, approval processes, and win/loss analysis.

Optimise Procurement and Order Management

• Automate purchase order creation when deals close.
• Track all purchases in Autotask for accurate reconciliation.
• Improve vendor tracking and integration where possible.

Month 12: Review, Refine, and Scale

System Review and Adjustments

• Conduct a final review of all changes, ensuring they meet business goals.
• Gather feedback from teams and make necessary refinements.
• Ensure reporting and dashboards provide clear business insights.

Scale and Future-Proof the PSA

• Identify future automation and integration opportunities.
• Document best practices for ongoing PSA management.
• Train internal teams to ensure long-term adoption.

Need Help?

Overhauling your Autotask PSA can feel overwhelming, especially when juggling day-to-day operations. Whether you’re looking to fix ticketing workflows, automate billing, or streamline service delivery, I can help you build a system that works for your MSP—rather than against it.

Ready to get started? Let’s have a conversation about how we can apply this roadmap to your business.

Explore my Autotask Consulting Services to learn more about how we can work together to achieve your goals.