Ah, greetings, agents! Q here from Q Labs. Today we’re discussing a rather critical component of your MSP arsenal – automation. Not the flashy, exploding-pen variety of gadgetry, but the sort that keeps your operations running smoothly while you’re off saving the digital world from chaos.
Let me be perfectly clear: there are two distinct classifications of automation that every field operative should understand.
External Automation Engines operate independently from your RMM systems – think Rewst, Pia, N8N, Power Automate, and similar tools. These sophisticated devices primarily interact with APIs to execute missions such as creating mailboxes, adding contacts to phone systems, or updating your PSA. They’re particularly adept at user onboarding operations – the type that require coordination across multiple cloud-based platforms.
RMM-Based Automation, on the other hand, operates from within your existing RMM infrastructure. These PowerShell-driven mechanisms handle internal affairs – ensuring your stack deploys correctly across all workstations or performing essential maintenance tasks. When your workflow depends primarily on endpoints, this is your preferred weapon of choice.
The distinction is rather important, agents. External engines excel at tasks requiring cross-platform coordination, while RMM automation handles endpoint-centric missions. Using the wrong tool for the job would be like attempting to disarm a bomb with a butter knife – technically possible but needlessly complicated and likely to end poorly.
Before deploying any automation program, you’ll need headquarters approval. Management must understand that automation isn’t designed to replace your field agents but rather to free them from repetitive tasks. The objective is to allow your operatives to focus on high-value activities that genuinely improve client operations.
I’ve witnessed countless automation initiatives fail because agents viewed them as threats rather than assets. Proper briefing is essential – automation handles the mundane while your team tackles the interesting challenges that actually require human intelligence. Quite frankly, would you rather have your top agents resetting passwords or implementing strategic solutions? I thought as much.
Creating comprehensive SOPs is the foundation for successful automation. These documents outline precisely what needs to be done and account for the inevitable exceptions that arise in the field.
For instance, while installing your standard toolkit across all computers seems straightforward, you’ll inevitably encounter that one client who requires special handling. Your SOP should document these exceptions, allowing your automation specialist to program appropriate conditional logic.
The beauty of documenting these scenarios in advance is that when you begin building your automations, you won’t be ambushed by these exceptions. You’ll have already identified the potential pitfalls and developed countermeasures. Proper preparation prevents poor performance, as M would say.
Perhaps the most frequent reason automation projects fail is insufficient personnel allocation. Many MSPs make the critical error of assigning automation responsibilities to a technician who’s expected to juggle regular support duties simultaneously.
Let me be absolutely clear: this approach is doomed to failure.
When an agent’s mobile rings with a client emergency, your automation project immediately becomes secondary. This fragmented attention leads to mistakes, frustration, and ultimately abandonment of the automation initiative altogether.
The agent assigned to automation requires:
Automation development requires consistent focus. Each time your agent is interrupted, they must restart their mental processes, which dramatically increases the likelihood of errors. It’s rather like trying to defuse a bomb while someone repeatedly taps you on the shoulder – eventually something will go terribly wrong.
The ultimate objective of your automation program is to deliver consistent quality results regardless of which agent handles the ticket. Once you’ve achieved this standardization, you can focus on enhancing customer experience with personal touches that truly differentiate your service.
The repetitive tasks suitable for automation include:
By automating these processes, you free your agents to focus on relationship-building activities that make your MSP indispensable to clients. After all, no client has ever switched providers because the automated password reset worked too efficiently.
Ready to begin your automation initiative, agent? Your mission, should you choose to accept it, is to infiltrate Q Labs’ Cleared Access program. This classified resource center contains the SOP templates, automation scripts, and training materials your MSP needs to execute flawless automation missions.
Cleared Access provides you with:
Your security clearance is waiting. Request access today and equip your agency with the automation arsenal it desperately needs.
The clock is ticking, and your competitors are already in the field. Don’t be left behind with outdated manual processes while others deploy sophisticated Q Labs automation solutions.
Remember: in the world of MSP services, the most dangerous phrase is “we’ve always done it this way.”
This message will not self-destruct, but your competitive advantage might if you ignore it.
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