Dawn Sizer Wrote for GTIA on When MSPs Should Actually Automate

The real question isn't whether to automate. It's which task to automate first, and the answer starts with the process, not the tool. Her rule of thumb: prioritize work that's frequent, rule-based, and prone to human error or friction. Client employee onboarding is her go-to example, since it's repetitive, carries real risk when handled inconsistently, and can be defined by clear steps.

Automation doesn't replace technician judgment. In most workflows, the goal is fewer repetitive touches, not fewer people. And every automation needs a named owner after launch, someone who audits it and confirms it still matches the process it was built for.

Written for GTIA (formerly CompTIA).