Reference catalog

A Taxonomy for MSP IT Work.

The first public classification of what MSPs actually do. 17 domains, 142 work types, and the rules that keep a ticket in one class instead of another.

What’s in the paper.

If you have ever tried to report on ticket categories and found the categories moved under you, this is the document for that problem.

17 domains covering identity, email, devices, PSA, security, and the rest of the desk.

142 work types with explicit boundary rules so a ticket stays in one class.

Written for operators who have to classify real queues, not for a search engine.

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