IT managed services · Onboarding
Managed IT client onboarding
Take a new managed services client from signed agreement to a service desk that knows them, without weeks of chasing details. The client shares what you need through a shared link, nothing is installed before the changes are approved, and go-live waits until the desk is ready.
- Duration: 3 to 4 weeks, plus a 30-day review
- How often: For every new managed services client
- Steps: 10 steps
- AI agents: 1 AI agent
- Approvals: 2 approvals
Free plan, no credit card needed.
What changes with this template
Without it
Site lists, app details and admin access arrive in pieces over weeks of email.
Agents and security tools go onto the client's devices before anyone agrees the changes.
The first ticket arrives before the service desk knows the client.
Staff do not know how to ask for help, so they call the account manager.
With it
The client shares everything through one link, and you see what is still open.
The rollout stays locked until the service delivery manager approves the planned changes.
Go-live waits until the service desk manager confirms the desk is ready.
An AI agent drafts a welcome guide that tells staff how to log a ticket.
The template, step by step
Each step says who does it: someone on your team, an AI agent, or the client through a shared link. An approval keeps every later step locked until it is given.
- Done by your team
- Done by an AI agent
- Done by the client, through a shared link
Starts when
The client signs the managed services agreement. The account manager starts a run with the client name, the number of users and the go-live date.
- 1
Start onboarding and send the shared link
Day 1Account manager · Team
Confirm the agreement, the go-live date and the main contact, and email the client the shared link, the go-live date and what you need from them by when.
Checklist
- Agreement signed
- Go-live date agreed
- Shared link sent to the main contact
Fields to fill in
- Client name (required)
- Main contact email (required)
- Number of users (required)
- Go-live date (required)
- 2
Share sites, apps and authorized contacts
Days 1 to 5Client contact · Shared link
Through the shared link, the client lists their sites, key business apps and who may request changes, shares a link to any existing IT documentation and arranges admin access for your team.
Checklist
- Outgoing IT provider told about the handover
- Admin access arranged for the onboarding team
Fields to fill in
- Sites and addresses (required)
- Key business apps and their suppliers (required)
- People allowed to request changes (required)
- Link to existing IT documentation
- 3
Discover and document the environment
Hidden from the shared linkWeek 1 to 2Onboarding engineer · Team
Run the discovery scan, test every admin login, and document the network, servers, accounts and licenses in your documentation system. If access is missing, mark the run blocked and note what is missing.
Checklist
- Every admin login tested and stored in the password vault
- Network and devices documented
- Licences and renewal dates listed
- Handover from the outgoing provider received
Fields to fill in
- Link to the client documentation (required)
- Gaps and risks found
- 4
Plan the rollout of your tools
Week 2Onboarding engineer · Team
List every change onboarding makes on the client's systems, such as the RMM agent, endpoint protection, backup and policies, with the order, the user impact and the window agreed with the client contact.
Checklist
- Changes match the agreement
- User impact described
- Window agreed with the client contact
Fields to fill in
- Planned changes (required)
- Rollout window (required)
- 5
Approve the onboarding changes
Hidden from the shared linkWeek 2Service delivery manager · Team
Check the planned changes, the user impact and the window, and approve the rollout or send it back.
Checklist
- Rollback known for each change
- Nothing outside the agreement
- Client told about restarts
Approval: Nothing is installed or changed on the client's systems until the service delivery manager approves the planned changes.
- 6
Roll out the agent, backup and security tools
Week 3Onboarding engineer · Team
Deploy the approved changes in the window, check that every device reports in, and confirm the first backups succeeded.
Checklist
- RMM agent on every device
- Endpoint protection active
- First backup jobs succeeded
- Devices not reporting followed up
Fields to fill in
- Devices onboarded (required)
- Devices still missing
- 7
Draft the staff welcome guide
Week 3Welcome guide writer · AI agent
The welcome guide writer drafts a short guide for the client's staff: how to log a ticket, support hours, what counts as urgent and who may request changes.
Fields to fill in
- Draft welcome guide (required)
Checked by: The service desk manager corrects and approves the guide in step 8.
- 8
Confirm the service desk is ready
Hidden from the shared linkWeek 3Service desk manager · Team
Check that the client is set up in the ticketing system and that the documentation is enough to take calls, correct and approve the welcome guide, and send it to the client contact.
Checklist
- Client and contacts set up in the ticketing system
- Documentation enough to take the first calls
- Welcome guide correct
- Approved guide sent to the client contact
Approval: Go-live stays locked until the service desk manager confirms the desk is ready and approves the welcome guide.
- 9
Client confirms go-live
Go-live dayClient contact · Shared link
Through the shared link, the client confirms go-live, records when the welcome guide went to staff and notes anything still open.
Checklist
- Welcome guide shared with staff
- Outgoing provider's contract ended or ending
Fields to fill in
- Go-live confirmed (required)
- Open questions
- 10
Review the first 30 days
Day 30Account manager · Team
Review the first month's tickets, the gaps found during discovery and the client's feedback, and agree what to improve.
Checklist
- Ticket trends reviewed
- Discovery gaps reviewed
- Next account review date set
Fields to fill in
- Client satisfaction (required)
- Agreed improvements (required)
Done when
Every device reports to your tools, the environment is documented, the client's staff know how to ask for help, and the first 30 days have been reviewed with the client.
Make it yours. Rename steps, change owners and add checklist items, fields or approvals. The template is a starting point for the way your team works.
The AI agents in this template
An agent only works on its own steps, and a person on your team checks what it did. Anything an agent writes to a connected app waits for approval unless you allow it.
Welcome guide writer
Writes the client's staff welcome guide from the details gathered during onboarding.
What it does
- Reads the client details, sites, apps and authorized contacts recorded on the run
- Follows the guide outline in its step instructions
- Writes the draft welcome guide into its step
- Completes its step, so the service desk manager can review it
Checked by: The service desk manager corrects and approves the guide in step 8.
Questions this template answers
Collect the client's details, document the environment, agree the changes, deploy your tools and only then open the service desk. Steps 1 to 10 run in that order, and go-live stays locked until the service desk is ready.
Ask the client to tell the outgoing provider early, then test every login yourself instead of trusting a handover email. In step 2 the client confirms the outgoing provider has been told, and in step 3 the onboarding engineer tests every admin login and records the handover.
List every change onboarding makes, with its user impact, and get it approved before anything is installed. Step 5 is an approval gate: the rollout in step 6 stays locked until the service delivery manager approves the planned changes.
Go live only when the desk has the contacts, the documentation and the access to take the first call. Step 8 is an approval gate where the service desk manager checks exactly that before the client is told to start logging tickets.
Ask for a named list of authorized contacts during onboarding, before the first request arrives. In step 2 the client contact records them through the shared link, and the welcome guide from step 7 tells staff who may request changes.
Let AI write the staff welcome guide from the details the client already gave you. In step 7 the welcome guide writer drafts it, and in step 8 the service desk manager corrects and approves it.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.