MSP Resource Center

Plain-English definitions for AI and MSP terminology. LLMs, agents, tokens, RAG, fine-tuning, and more.

GlossaryVocabulary

AI Ignition Kit

Quick-start kit for standing up the AI platform. Roles, first-week priorities, toolset overview.

Quick-StartOnboarding

Platform Overview & ROI

Full platform overview with ROI framework. Business value, tool map, projected returns, success metrics.

PlatformROI

Exec Sponsor Briefing

Executive-ready briefing for AI toolkit sponsorship. Business case, risk summary, investment ask, KPIs.

ExecutiveROI

Exec Sponsor Questions

Anticipated executive questions with recommended answers. Budget, security, ROI timeline, competitive positioning.

Q&APrep

First Meeting Agenda

Structured agenda for the first AI enablement meeting. Talking points, decision gates, next steps.

AgendaEnablement

AI Governance Team Framework

Four-group governance map — Deploy, Relay, Gate, Anchor. RACI matrix, ownership, pipeline dependencies.

RACIStructure

AI Maturity Journey

Stage-by-stage AI maturity guide for MSP operations. Capability benchmarks, readiness signals, and progression criteria.

MaturityRoadmap

AI Maturity Roadmap

Structured roadmap for advancing AI maturity across MSP departments. Phases, owners, and milestone definitions.

MaturityPlanning

AI Risk Register

Living register of AI-related risks across the MSP stack. Tracks likelihood, impact, owners, mitigation.

RiskTracking

AI Governance & Compliance Mapping

Maps AI capabilities to security control frameworks. Covers NIST, CIS, and MSP-specific requirements.

NISTCIS

AI Controls Mapping

Mapping of AI program activities to security controls. Links deployment decisions to NIST, CIS, and SOC 2 requirements.

ControlsCompliance

AI Data Safety

Data classification, handling rules, and retention policies for AI pipelines. PII exposure, output logging.

PIIData Class

Zero Trust Standard

Zero Trust baseline for AI-connected systems. Identity, least-privilege, segmentation.

Zero TrustIdentity

Deployment Blueprint

Full deployment blueprint for the MSP AI platform. Infrastructure, security, governance, operations.

BlueprintDeployment

Deployment Architecture

Technical architecture reference for the AI platform deployment. System topology, integration layers.

ArchitectureTechnical

Full Rollout Plan

Comprehensive rollout plan for AI platform deployment. Phases, milestones, owner assignments.

RolloutPlanning

Rollout Plan — Missing Layer One

Rollout gap analysis for deployments missing Layer 1 foundation. Prerequisites and remediation path.

RolloutGap Analysis

Full Integration Guide

End-to-end integration guide for the AI platform across MSP tools. API connections, data flows.

IntegrationGuide

Agent Roll-Out Plan

Phased agent deployment plan. Pilot scope, success criteria, expansion triggers, rollback procedures.

AgentsRollout

Change Request Guide

Step-by-step instructions for completing and routing an AI change request. Approval tiers, escalation.

GuideProcess

AI Incident Response Playbook

Step-by-step incident response playbook for AI-related events. Scope, escalation paths, and post-incident review process.

IRPlaybook

AI Incident Log (Unified)

Unified log structure for AI-related security incidents. Categorization, timeline, response actions.

IncidentLogging

Governance & Risk

Risk · Policy · Compliance · Change Management · Data Safety · Committee

2 items›

AI Vendor Assessment

Vendor

Due-diligence framework for evaluating AI vendors — data handling, security posture, SLA, compliance.

Due DiligenceSecurity

AI Change Request

Change Mgmt

Formal change request form for AI system modifications. Scope, risk assessment, rollback, approvals.

Change ControlApprovals

Security & Zero Trust

Incident Response · Zero Trust · API Security · SOC · Shadow AI · NOC Threat

5 items›

AI Incident Playbook

Runbook for AI-related security incidents. Detection, containment, eradication, post-incident review.

IRRunbook

Unified Security Console

SOC

Consolidated security operations console. Cross-platform alert aggregation, severity triage, response routing.

SOCConsole

Shadow AI Gov Console

AI Gov

Shadow AI governance and detection dashboard. Unauthorized AI usage tracking, policy enforcement, exposure.

AI GovShadow AI

NOC Live Threat

NOC

Real-time threat feed for NOC operations. Severity tiers, active incident status, escalation queues.

NOCThreat

SOC Real-Time Triage

SOC

SOC triage dashboard with live threat data. Incident queue, analyst assignment, resolution tracking.

SOCTriage

Microsoft Copilot

Guides · Deployment · Cost Estimator · Prompt Guide · Prompt Playbook

3 items›

Microsoft Copilot Guide

MSP guide to M365 Copilot — licensing tiers, feature availability, tenant config, governance requirements.

M365Licensing

Copilot Cost Estimator

Calculator

Seat-based cost estimator for M365 Copilot. Input headcount and tier, get monthly and annual spend projections.

CostM365

Prompt Engineering Guide

Practical prompt library and methodology. MSP templates for triage, summarization, and reporting.

PromptsTemplates

AI Agents

Catalog · Intake · Version Tracker · LangGraph · Model Guide · Comparison

18 items›

Suggested Agents

Catalog

Curated catalog of recommended AI agents for MSP ops — NOC triage, ticket routing, documentation.

CatalogNOC

Agent Intake Form

Form

Structured intake for new agent deployment requests. Business case, data access, risk profile, approvals.

IntakeApprovals

Agent Version Tracker

Tracker

Living version log for deployed agents. Model versions, prompt changes, benchmarks, rollback history.

VersioningChangelog

Model Guide

LLM model comparison and selection guide for MSP use cases. Cost, capability, context, latency tradeoffs.

ModelsLLM

Cost & ROI

Agent Cost Calculator · ROI · Methodology · Cost Tracker · Profit Dashboards

8 items›

Agent Cost Calculator

Calculator

Token-level cost modeling for multi-agent pipelines. Model selection, call volume, context size → monthly spend.

TokensPipeline

Cost & ROI Calculator

Calculator

Full cost and ROI analysis tool. Input investment, headcount, and efficiency gains to project net benefit.

ROIFinance

Cost Methodology

Finance KB explaining cost calculator methodology. Token economics, pricing tiers, budget interpretation.

FinanceToken Economics

AI Cost Tracker

AI spend tracking reference. Monthly cost trends, model usage breakdown, budget variance analysis.

CostTracking

Cost Tracker Dashboard

Live AI cost tracking dashboard. Real-time spend by model, department, and workflow.

CostLive

Profit & Margins Dashboard

Profit and margin analytics. Client-level profitability, margin trends, COGS breakdown.

ProfitFinance

CEO Profit Analysis

Executive

Executive profit analysis console. Revenue breakdown, margin trends, client profitability scoring.

CEOFinance

CEO Profit Margins KB

Knowledge base for profit margin methodology and CEO dashboard interpretation. Metric definitions.

FinanceMargins

Operations & Dashboards

NOC · SOC · Dialpad · Backup · Security Stack · Procurement · Automation · AI

51 items›

MSP Master Dashboard

Master MSP operations dashboard. Cross-client health, ticket status, alert volume, team workload at a glance.

MSPOperations

Global Ops Health

Global operations health overview. Multi-client status, SLA compliance, uptime, incident counts.

OpsHealth

NOC Triage Console

NOC Console

MSP Command Center for NOC engineering triage. Live signal strip, alert routing, escalation workflows.

NOCLive

Field Ops Console

Field operations management console. Dispatch tracking, on-site status, technician assignments.

Field OpsDispatch

InSites Tech Workload

Dual-page operations console. Security Operations with threat detection, firewall events, and platform health — plus Ticket & Workload Management with engineer capacity, aging distribution, and throughput.

SecurityWorkloadSOC

Ticket Workload Management

Ticket volume and routing dashboard. Queue depth, aging tickets, tech assignment, SLA risk.

TicketsSLA

BGR Ticket Workload

BGR-specific ticket workload tracking. Volume trends, queue health, escalation rates.

BGRTickets

BGR ROC Leaders Board

BGR ROC leadership performance board. Team metrics, resolution rates, escalation trends.

BGRROC

Technician Burnout Console

Tech workload and burnout risk tracker. Ticket load per tech, after-hours activity, fatigue signals.

BurnoutWellness

ITE Asset Documentation

ITE asset documentation console. Hardware inventory, lifecycle status, warranty tracking.

AssetsITE

Dialpad Manager Trends

Manager-level Dialpad analytics. Call volume trends, team performance, SLA tracking, queue health.

DialpadManager

Dialpad Tech Console

Tech-facing Dialpad operations console. Live queue, call stats, escalation routing, agent status.

DialpadLive

8x8 Console

8x8 communications platform dashboard. Call metrics, queue status, team availability, SLA compliance.

8x8VoIP

IVR Triage Console

NOC Console

IVR-driven triage console for incoming call routing and incident classification.

IVRTriage

Datto Backup Console

Datto backup status monitoring. Job health, failure alerts, retention compliance, recovery testing.

DattoBackup

Cove Backup Console

Cove (N-able) backup monitoring console. Job status, retention health, client-level compliance.

CoveBackup

Shadow Protect Console

StorageCraft Shadow Protect backup monitoring. Image chain health, RPO compliance, restore readiness.

BackupStorageCraft

Distributor Procurement

Distributor procurement tracking dashboard. PO status, vendor lead times, pricing trends.

ProcurementVendor

ScalePad Console

ScalePad hardware lifecycle dashboard. Device age, warranty status, replacement forecasting.

ScalePadLifecycle

Huntress Console

EDR

Huntress MDR management dashboard. Incident queue, hunt results, remediation status, coverage gaps.

HuntressMDR

SentinelOne Console

EDR

SentinelOne endpoint detection dashboard. Threat queue, policy status, rollback actions, fleet health.

SentinelOneEDR

FortiGate Console

Firewall

FortiGate firewall management dashboard. Policy status, traffic analysis, threat logs, HA health.

FortiGateFirewall

Meraki Console

Network

Cisco Meraki network management dashboard. Device status, traffic, alerts, client health.

MerakiNetwork

SonicWall MSP Console

Firewall

SonicWall MSP firewall management. Policy health, VPN status, threat logs, license compliance.

SonicWallFirewall

Mimecast Console

Email Sec

Mimecast email security dashboard. Threat detections, quarantine queue, policy health, user activity.

MimecastEmail

RocketCyber Console

SOAR

RocketCyber SOC platform dashboard. Incident feed, detection rules, alert triage, client coverage.

RocketCyberSOC

Intune Console

M365

Microsoft Intune device management dashboard. Compliance status, policy rollout, enrollment health.

IntuneM365

Keeper Console

PAM

Keeper Security password management dashboard. Vault health, user compliance, audit activity.

KeeperPAM

CW Automate Dashboard

Automation

ConnectWise Automate monitoring dashboard. Agent health, patch status, script execution, automation rules.

CW AutomateRMM

CW Agreement Equivalency Builder

Admin

MSP Policy equivalency mapping for acquired companies. Drag ingested contracts onto MSP Policy standards, export the map to SharePoint — engineers see the CA equivalent instantly on the tech console.

MSP PolicyCW ManageAcquisition

API Command Console

MSP API command and control console. Endpoint status, call logs, error rates, latency monitoring.

APIConsole

API Key Vault Console

Security

API key vault management console. Key rotation status, access logs, expiration alerts, compliance.

APISecurity

Unified API Console

Unified API management across MSP toolstack. Cross-platform call routing, auth health, usage metrics.

APIUnified

SOAR Action Console

SOAR

Security orchestration action console. Playbook execution, action logs, integration status, alert routing.

SOARAutomation

AI Exposure Risk Heatmap

AI Risk

Visual heatmap of AI-related risk exposure across the client stack. Severity mapping and mitigation priority.

AI RiskHeatmap

AI Incident Anomaly

AI-driven incident anomaly detection dashboard. Behavioral baselines, deviation scoring, alert triggers.

AIAnomaly

Azure Server Provisioner

Azure

Azure server provisioning and deployment dashboard. Spin-up status, config compliance, cost tracking.

AzureIaaS

Vendor Risk Console

Risk

Vendor risk assessment and monitoring dashboard. Risk scores, contract compliance, security posture.

VendorRisk

Onsite Month-End Reporting

Classic onsite month-end reporting dashboard. Client-facing metrics summary, SLA compliance, and recurring deliverable tracking.

ReportingMonth-End

Agent Metrics Dashboard

AI Ops

AI agent performance and activity metrics console. Throughput, latency, error rates, and task completion tracking across deployed agents.

AgentsMetrics

Field Intel Console

Field Ops

Field intelligence and situational awareness console. On-site task tracking, technician status, and real-time field operation visibility.

Field OpsIntel

Axcient Cloud Backup

Backup

Axcient cloud backup monitoring dashboard. Job status, recovery point objectives, retention compliance, and alert management.

AxcientBackup

Axcient Recover Console

Axcient disaster recovery and restore console. Recovery test status, RTO/RPO tracking, restore job history, and failover readiness.

AxcientDR

Cisco Umbrella Stack

DNS Security

Cisco Umbrella DNS security stack dashboard. Policy status, threat blocks, category activity, and roaming client coverage.

CiscoDNS Security

Tools

PII Sanitizer · IT Tool Docs · KB Builder · AI Glossary

18 items›

PII Sanitizer

13+ sanitization modules, side-by-side scroll-synced layout, role-based filtering, custom regex rules.

PIIPrivacy

Tech Field Kit

Field technician reference kit. Quick-access runbooks, common fix procedures, escalation criteria, and onsite documentation templates.

Field OpsRunbook

IT Tool Documentation

Docs

Internal documentation hub for the MSP toolset. Setup guides, integration points, troubleshooting steps.

DocsIntegration

KB Builder

Structured knowledge base article builder. Templates, tagging, review workflow, and export formatting.

KBBuilder

Agent Benchmark Log

Structured log for tracking AI agent benchmark results over time. Scoring, comparison baselines, regression tracking, and export.

AgentsBenchmarking

Phase Gate Sign-Off

Structured phase gate approval and sign-off workflow. Milestone verification, stakeholder sign-off capture, and gate status tracking.

GovernanceSign-Off

KB Articles

Knowledge Base · Runbooks · Dashboard References · Deployment Docs · Stack KBs

61 items›

8x8 KB Article

Knowledge base article for 8x8 communications platform. Config, troubleshooting, escalation paths.

8x8Comms

IVR Triage Console KB

Knowledge base for the IVR Triage Console. Setup, routing rules, queue management, escalation logic.

IVRTriage

Admin Insights: Tech Workload

Administrative insights on technician workload distribution. Load balancing, queue health, burnout risk.

AdminWorkload

AI Risk Heatmap KB

Reference guide for the AI Risk Heatmap dashboard. Metric definitions, scoring methodology, thresholds.

AI RiskReference

AI Vendor Risk KB

Knowledge base for AI vendor risk assessment. Evaluation criteria, scoring, due diligence checklist.

VendorRisk

API Key Vault Console KB

Reference guide for API Key Vault Console. Key lifecycle, rotation policy, access controls.

APISecurity

Azure Server Provisioner KB

Knowledge base for the Azure Server Provisioner dashboard. Templates, config options, cost controls.

AzureProvisioning

BGR Ticket Workload KB

Knowledge base for BGR ticket workload tracking. Metric definitions, queue health, escalation thresholds.

BGRTickets

ITE Asset Documentation KB

Knowledge base for the ITE asset documentation system. Fields, workflow, update cadence.

AssetsITE

Mimecast KB

Mimecast email security knowledge base. Policy management, quarantine ops, user reporting.

MimecastEmail

MSP Console v2 KB

Knowledge base for MSP Console version 2. Feature changes, migration guide, configuration updates.

MSPConsole

OpsCore View-Only

OpsCore view-only reference. Read-only access guide, metric descriptions, export procedures.

OpsCoreReference

Profitability Console KB

Reference guide for the Profitability Console. Margin calculations, client segments, cost allocation.

ProfitabilityFinance

RocketCyber KB

RocketCyber SOC platform knowledge base. Alerts, playbooks, integration config, escalation paths.

RocketCyberSOC

Shadow Protect KB

Shadow Protect backup knowledge base. Job configuration, chain management, restore procedures.

BackupStorageCraft

SOAR Action Console KB

Knowledge base for the SOAR Action Console. Playbook setup, action types, integration config.

SOARAutomation

SOC Real-Time Triage KB

Reference guide for the SOC Real-Time Triage dashboard. Severity levels, analyst assignments, SLA.

SOCTriage

SonicWall MSP KB

SonicWall MSP knowledge base. Policy templates, VPN config, threat log interpretation.

SonicWallFirewall

SPX Console KB

SPX console knowledge base. Feature overview, configuration, troubleshooting guides.

SPXConsole

Stack Health Dashboard KB

Reference guide for the Stack Health Dashboard. Tool coverage, gap detection, health scoring.

StackHealth

Technician Burnout KB

Knowledge base for the Technician Burnout Console. Metric definitions, risk thresholds, intervention guides.

BurnoutWellness

Unified Security Console KB

Reference guide for the Unified Security Console. Alert sources, routing logic, analyst workflows.

SecurityConsole

IVR Triage Console — Dashboard KB

Dashboard knowledge base for IVR Triage Console. Panel definitions, data sources, alert thresholds.

IVRDashboard KB

Shadow AI Gov Console — Dashboard KB

Dashboard KB for Shadow AI Governance Console. Panel guide, metric definitions, governance thresholds.

Shadow AIDashboard KB

Agent Tracker — Dashboard KB

Dashboard knowledge base for the Agent Tracker. Status fields, versioning columns, filter options.

AgentsDashboard KB

BGR ROC Leaders Board — Dashboard KB

Dashboard KB for BGR ROC Leaders Board. Metric definitions, ranking methodology, update cadence.

BGRDashboard KB

CW Automate — Dashboard KB

Dashboard knowledge base for the CW Automate dashboard. Data sources, alert logic, panel guide.

CW AutomateDashboard KB

ConnectWise PSA Console — Dashboard KB

Dashboard knowledge base for the ConnectWise PSA Console. Ticket queue fields, SLA columns, escalation logic, and billing metric guide.

CW PSADashboard KB

Datto Backup — Dashboard KB

Dashboard KB for Datto Backup Console. Job status fields, failure codes, retention compliance metrics.

DattoDashboard KB

Dialpad Console — Dashboard KB

Dashboard knowledge base for the Dialpad Console. Queue metrics, call flow fields, SLA definitions.

DialpadDashboard KB

Dialpad Mgr Trends — Dashboard KB

Dashboard KB for Dialpad Manager Trends. Metric calculations, trend windows, comparison logic.

DialpadDashboard KB

Dialpad Tech Console — Dashboard KB

Dashboard KB for Dialpad Tech Console. Agent status fields, call metrics, escalation triggers.

DialpadDashboard KB

FortiGate — Dashboard KB

Dashboard knowledge base for FortiGate Console. Policy fields, traffic metrics, threat log columns.

FortiGateDashboard KB

Ingram/TD Synnex — Dashboard KB

Dashboard KB for the Ingram Micro / TD Synnex procurement console. Order fields, pricing columns.

ProcurementDashboard KB

Keeper — Dashboard KB

Dashboard knowledge base for the Keeper console. Vault health metrics, compliance fields, audit columns.

KeeperDashboard KB

Meraki — Dashboard KB

Dashboard KB for Meraki Console. Device fields, traffic metrics, alert definitions, health scoring.

MerakiDashboard KB

True-Up Console — Dashboard KB

Dashboard knowledge base for the MSP Master Dashboard. Panel guide, data sources, KPI definitions.

MSPDashboard KB

NinjaRMM — Dashboard KB

Dashboard KB for the NinjaRMM console. Device health fields, patch columns, alert definitions.

NinjaRMMDashboard KB

ScalePad — Dashboard KB

Dashboard knowledge base for the ScalePad console. Lifecycle fields, warranty columns, forecast logic.

ScalePadDashboard KB

SentinelOne — Dashboard KB

Dashboard KB for the SentinelOne console. Threat fields, policy columns, rollback action guide.

SentinelOneDashboard KB

Service Desk Console — Dashboard KB

Dashboard knowledge base for the Service Desk Console. Queue fields, SLA columns, escalation logic.

Service DeskDashboard KB

SPX Console — Dashboard KB

Dashboard KB for the SPX Console. Panel definitions, metric guide, threshold configuration.

SPXDashboard KB

Stack: CW Automate — Dashboard KB

Stack-layer dashboard KB for CW Automate coverage and integration health.

StackDashboard KB

Stack: ESET — Dashboard KB

Stack-layer dashboard KB for ESET AV/EDR coverage metrics and policy health.

ESETDashboard KB

Stack: Huntress — Dashboard KB

Stack-layer dashboard KB for Huntress MDR coverage and hunt result metrics.

HuntressDashboard KB

Stack: Intune Triage — Dashboard KB

Stack-layer dashboard KB for Intune device compliance and triage metrics.

IntuneDashboard KB

Agent Pipeline Cost Calculator — Dashboard KB

Dashboard KB for the Agent Cost Calculator tool. Input fields, cost model, output metric guide.

CostDashboard KB

Agent Intake — Dashboard KB

Dashboard KB for the Agent Intake tool. Form fields, approval routing, intake status guide.

AgentsDashboard KB

Unified API Console — Dashboard KB

Dashboard knowledge base for the Unified API Console. Endpoint fields, auth status, usage metrics.

APIDashboard KB

Field Intel Console KB

Knowledge base for the Field Intel Console. Panel guide, data sources, technician status definitions, and field ops workflows.

Field OpsIntel

Agent Metrics — Dashboard KB

Dashboard KB for the Agent Metrics Console. Metric definitions, threshold guidance, performance baselines, and tuning recommendations.

AgentsDashboard KB

Agent Benchmark Log — Dashboard KB

Dashboard KB for the Agent Benchmark Log. Log schema, scoring methodology, comparison baselines, and benchmark cadence.

AgentsBenchmarking

AI Acceptable Use Policy

Acceptable use policy for AI tools across the MSP. Permitted use cases, prohibited actions, enforcement, and compliance requirements.

PolicyCompliance

AI Automation Oversight Standard

Oversight standards for AI automation workflows. Review gates, approval requirements, escalation paths, and audit trail specifications.

AutomationOversight

AI Data Map & Permissions Review

Data flow mapping and permissions audit for AI systems. Access scope, data sensitivity classification, and review cadence.

Data MapPermissions

AI Training Delivery Log

Log of AI training sessions delivered across the organization. Completion tracking, content coverage, and participant records.

TrainingLog

KB Builder — Dashboard KB