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Keystone Systems

IT, MSPs & internal IT

IT is where we started and where we go deepest. Between us we've run service desks, data centers, IT budgets and enterprise infrastructure-automation evaluations. We know which manual work quietly eats an IT team's week.

Interactive exampleIT, MSPs & internal IT
Show the workflow

New-hire onboarding · Trigger: HR confirms a start date

Current state

  1. 01Manual

    HR emails IT the new hire's details

    HR · Email

  2. 02Manual

    IT creates directory and email accounts

    IT · Directory

  3. 03Manual

    IT requests licenses from purchasing

    IT · Email

  4. 04Manual

    Purchasing assigns licenses

    Purchasing · Vendor portals

  5. 05Manual

    IT images and ships a laptop

    IT · Imaging tool

  6. 06Manual

    Manager asks for missing access

    Manager · Email

  7. 07Manual

    IT updates the tracking spreadsheet

    IT · Spreadsheet

Steps
7before, then after:5
Manual touches
7before, then after:0
Hand-offs
5before, then after:2
Systems touched
5before, then after:4

Showing the current state. Counts come from this illustrative workflow, not measured client results. Legend: dashed = manual, orange = automated, solid dark = human review.

Use cases

Where we'd look first.

17 automation use cases that commonly apply to it, msps & internal it.

Filter these in the explorer

  • Ticket triage & routing

    Classify tickets by type, urgency and affected system, route them to the right queue, draft a first response and flag duplicates and outages.

    Service deskServiceNowAI agents

  • Employee onboarding & offboarding

    One HR event provisions accounts, groups, licenses and devices, and reverses all of it on exit so access is removed on day one.

    Directory & SSOService desk

  • Device imaging & zero-touch provisioning

    Scripted, standardized images and enrollment, so a new device goes from box to ready without an afternoon of clicking.

    Directory & SSO

  • Infrastructure as code

    Servers and configuration defined in Puppet and cloud templates: reproducible, reviewable and auditable instead of hand-built.

    PuppetAWS / Azure / GCP

  • Ephemeral dev & test environments

    Spin up a full environment per branch or test run and tear it down after, so teams stop queuing for shared staging.

    AWS / Azure / GCPPuppet

  • Disaster-recovery playbooks & tests

    Written, rehearsed recovery runbooks with automated backup verification, so recovery is a procedure rather than a scramble.

    AWS / Azure / GCP

  • Patch, backup & health reporting

    Per-client or per-site reports on patch levels, backup success and device health, generated and sent on schedule.

    Service deskPuppet

  • MSP client onboarding

    Standard discovery, documentation, agent rollout and monitoring setup for every new managed client.

    Service deskCustom app

  • Access reviews & certification

    Entitlements pulled from every system, reviewed by managers through one link, revoked automatically, with evidence kept for audit.

    Directory & SSOCustom app

  • Proposals with pricing rules

    Proposal templates that pull scope and rates automatically, so drafts take minutes rather than evenings.

    CRMCustom app

  • Time to invoice

    Time entries reconciled to projects continuously, with draft invoices generated and sent on schedule.

    AccountingCRM

  • CRM & pipeline automation

    Activity logged automatically, follow-ups scheduled and pipeline reports kept current, so nothing falls through.

    CRM

  • Prospect & competitor research

    Software that finds and enriches target accounts, for example identifying a competitor's customers from public signals.

    CRMCustom app

  • AI agent for email & support

    An agent that reads the inbox, answers routine questions from your own data, drafts the rest and escalates anything unusual.

    AI agentsEmail & inboxService desk

  • Training & end-user education platform

    A custom portal that onboards staff or end users and tracks completion.

    Custom app

  • Reporting dashboards

    Dashboards fed directly from your systems for throughput, margin, pipeline or program metrics, with no spreadsheet assembly.

    SpreadsheetsERPCRM

  • Business-value & ROI models

    Reusable calculators that turn operational inputs into a business case, like the savings calculator on this site.

    Custom app

Relevant experience

We've worked inside this industry.

  • CwynIT Director at Thor Motor Coach; Senior Manager of Systems Administration at American Specialty Health; VP of IT at Teachers Credit Union; IT Ops Manager at AM General.
  • CwynSenior Sales Engineer at Puppet by Perforce (2021–24), running enterprise DevOps and infrastructure-automation evaluations.
  • ConnorIT Support Specialist at Triad Financial Services. Improved computer imaging ~50% and built an end-user education platform.

Platforms we've worked with

PuppetAWSAzureGCPHyper-VServiceNowITIL
Next industryManufacturing

Let's map your workflows.

A short call about how your business runs. We'll tell you honestly where automation would pay off first, and where it wouldn't.

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