Co-Managed IT Workflows
Shared workflows for MSPs co-managing IT with client internal teams
Co-Managed IT Workflows bridges the gap between your MSP team and your clients' internal IT staff. In co-managed environments, clear role boundaries, shared visibility, and seamless handoffs are critical to avoiding duplicate effort and finger-pointing.
The system provides configurable workflow boundaries that define which team handles which issue types, with clear escalation paths between internal IT and MSP resources. Shared dashboards give both teams visibility into ticket status without exposing sensitive MSP operational data.
AI monitors handoff patterns to identify bottlenecks and suggest workflow optimizations, ensuring the co-managed relationship delivers maximum value to the client.
How It Works
Define
Configure responsibility boundaries between MSP and client IT teams per service category.
Route
AI routes tickets to the correct team based on configured boundaries and escalation rules.
Handoff
Seamless ticket handoffs between teams with full context transfer and SLA continuity.
Optimize
AI analyzes handoff patterns and suggests boundary adjustments for better efficiency.
AI Capabilities
Intelligent team routing
Handoff context packaging
Boundary optimization suggestions
Shared visibility controls
Human-in-the-Loop Checkpoints
- Approve boundary configuration changes
- Review cross-team escalations
- Client sign-off on role definitions
Key Metrics
Connected Process Areas
This process area integrates with related capabilities across the platform.
See Co-Managed IT Workflows in Action
Experience AI-powered service desk automation — from insight to action in a single platform.