Course

AI for Managed IT Providers

Twelve clients, one template: roadmaps, gap lists, runbooks and scripts with guardrails.

HardTech support and IT

0/99 stops · about 2.5 hours · final quiz · certificate

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Start with

• AI at Work: FoundationsStart from zero and finish with three things you can actually use.
• AI for Tech Support and ITTriage, diagnose, script and document every ticket without pasting a single secret.

Who this is for

MSP owners, lead engineers and senior systems administrators responsible for more than one environment. Every example follows Hazem, an owner-admin of an MSP running twelve client sites, about a hundred users and a hundred and fifty endpoints.

You will be able to

• Write a one-year and three-year technology roadmap per client, with a budget, from the asset export
• Map a client security stack to a compliance frame and produce the gap list with an owner and a cost
• Build a disaster-recovery runbook and rehearse it as a tabletop with Claude playing the incident
• Evaluate vendors with a weighted scorecard Claude fills from the proposals
• Turn a Nessus export into a prioritised remediation plan with client-facing language
• Automate the recurring admin with PowerShell, Graph and MCP, with guardrails on every write

Stops

1. 1 The client Project, at scaleOne instruction template filled twelve times, so every client Project answers in the same shape, and a written secrets policy you can hand the client. Set once
2. 2 Roadmap and budgetAsset and licence exports in, a one-year and three-year roadmap out, with a budget table Hazem prices himself and a client deck built from it. Weekly
3. 3 Security stack against the frameThe control list on one side, the client stack on the other, and a gap list with an owner, a cost band and a date that an assessor could read. Weekly
4. 4 Vulnerability managementA redacted Nessus export becomes a deduplicated, prioritised remediation plan and a client summary that says what to do without a wall of CVE numbers. Weekly
5. 5 The DR runbook and the tabletopA recovery runbook written from the environment facts, then rehearsed against Claude playing the incident, with every unanswered question folded back in. Weekly
6. 6 Vendors and proposalsThree proposals, one weighted scorecard filled with cited scores, the questions each vendor still has to answer, and a memo that survives being read a year later. Later
7. 7 Documentation people followOne house style, then onboarding, offboarding and change notes generated from your own ticket history, each line marked confirmed or inferred before anyone follows it. Daily
8. 8 Automation with guardrailsThe recurring admin as PowerShell and Graph, promoted through a pilot tenant, with MCP to the PSA and RMM read-only until the reads have been right for a month. Weekly
9. 9 Hazem's quarter and the capstoneThree scheduled routines carry the quarter, Cowork clears the documentation backlog, and one client goes end to end against a rubric that scores out of a hundred. Weekly

Final quiz