This table is designed to be used by someone senior in the business who can step out of the boardroom and into the day-to-day reality of the MSP. They should spend time “sitting in the seat” of different roles, service desk, projects, account management, finance, and even leadership admin, and, together with each person, list the tasks they repeat across a typical day, week, and month.

Each task is then plotted into the matrix based on how often it happens and how long it usually takes, giving a clear, visual view of where time is being quietly burned on manual work. The goal is to identify the high-frequency, high-duration tasks (top-right of the matrix) as the first wave of automation or process improvement, then work backwards into the lower-impact areas over time.