This blog was originally published on September 20, 2021, and has since been updated for accuracy and clarity.
Onboarding takes 6-8 weeks, where your MSP maps your IT environment and deploys security tools. ITS activates helpdesk support within two weeks of kickoff, with complete onboarding wrapping up by week eight.
Many businesses make this common assumption when partnering with a managed IT provider: sign the contract today, get full support tomorrow.
That's not how it works.
Your new MSP needs time to understand your network architecture, identify security vulnerabilities, and deploy monitoring tools. Rushing through onboarding means missed threats and misconfigurations that surface later as costly problems.
ITS has guided hundreds of organizations through successful onboarding over the past 20+ years. This guide explains what happens during the process and what you should have ready.
In this article, we'll cover:
By the end, you'll understand each phase of the transition and know exactly what to prepare for success.
What Exactly Is Onboarding?
Onboarding is the comprehensive process where your MSP learns your IT infrastructure from the ground up.
Over 6 to 8 weeks, they document your technology assets, identify security risks, and deploy the monitoring tools necessary to protect your systems. It's foundational work that determines the quality of service you'll receive long-term.
What you'll have within two weeks of kickoff:
- RMM agents are deployed across your environment
- Documentation of critical and high-importance infrastructure
- Line-of-business applications documented
- Helpdesk support is activated and ready to assist your team
What you'll have by the end of full onboarding (weeks 6-8):
- Complete documentation of your technology assets
- Backup system configured and tested
- Comprehensive risk assessment with prioritized recommendations
- Complete deployment of the managed services toolset (i.e., anti-virus software)
- Full transition to ongoing managed services
Peter Swarowski, Chief Information Officer at ITS, explains: "These are the most critical things for our onboarding because all of our system monitoring, automation, and offsite technician support [...] is dependent on us having our tools in [your system]."
What Happens During the Onboarding Process?
Every MSP handles onboarding differently. Here's how ITS approaches it:
Phase 1: Kickoff Meeting (Day Zero)
Your MSP introduces their team and lays out the onboarding roadmap.
Who needs to show up:
- Key stakeholders and leadership
- Your day-to-day IT contact
- Decision makers who signed the contract
What happens:
- Meet your account manager, onboarding team, and service technicians
- Review timeline and deliverables
- Ask questions
- Exchange contact information
Most MSPs bill the onboarding fee on kickoff day. ITS does too. Ask your MSP about their policy before scheduling.
Expect weekly status calls during onboarding. These keep everyone aligned and catch problems early.
Phase 2: Discovery & Documentation (Weeks 1-2)
Things move fast during these two weeks. Your MSP needs access to and deployed tools to support you.
What they're doing:
- Getting network access and admin credentials
- Installing RMM (remote monitoring and management) agents
- Documenting critical infrastructure
- Identifying your line of business (LOB) applications
- Scanning IT inventory (hardware and software)
The target: Helpdesk support up within two weeks.
Where things slow down: Credentials. You're either digging through old files for forgotten passwords or waiting on your old MSP to hand them over. Without credentials, your new MSP can't install tools or find security risks.
At the end of this phase, you'll meet to review findings and confirm that the helpdesk is ready.
The discovery phase often reveals security gaps that need attention. The Cybersecurity and Infrastructure Security Agency (CISA) provides cybersecurity best practices that can help you understand common vulnerabilities your MSP might flag during this phase.
Phase 3: Deployment & Stabilization (Weeks 3-4)
Helpdesk is running, so weeks three and four focus on security and documentation.
What gets installed:
- Multi-factor authentication (MFA) for Microsoft 365
- Backup and disaster recovery systems
- Additional monitoring and security tools
- Documentation for secondary systems
This locks down security and fills documentation gaps.
Note: Specialized cybersecurity tools or compliance requirements add one to two weeks.
Phase 4: Finalization & Full Transition (Weeks 5-8)
Final weeks wrap up loose ends and prepare you for long-term success.
What gets finished:
- Final IT infrastructure audits
- Complete environment documentation
- Formal report with technology recommendations
- Handoff to the ongoing service team
Your MSP isn't fixing every IT problem during onboarding. Their goal is to deploy tools and document your environment.
Issue remediation happens after onboarding unless it is deemed critical to operations or security.
A final meeting closes out onboarding. You're now in full managed services mode.
Read More: 20 Questions to Ask When Choosing the Best Managed IT (MSP)
What Should You Prepare Before Onboarding Starts?
Get these ready beforehand to speed things up and avoid delays.
Administrator Credentials
Gather login credentials for:
- Servers and domain controllers
- Firewalls and network devices
- Cloud platforms and SaaS applications
- Critical business software
Software Licenses
Keep license keys on hand. Programs may need to be reinstalled or migrated.
Hardware & Software Maintenance Agreements
Your MSP won't troubleshoot hardware directly, but needs these to coordinate with the right teams.
Third-Party Vendor Contacts
Get contact info for printer suppliers, phone system vendors, and tech partners. Quick access prevents delays when equipment fails.
Service Provider Bills
Pull bills from internet providers, phone carriers, and IT services. Your MSP uses these to verify you're getting the services you pay for.
Domain Name Registrations
Your MSP needs these to manage email, websites, and hosted services.
Read More: Managed IT Services: What ITS Can and Can't Do
What Should You Expect During the Transition?
Service Overlap Between Providers
Don't cancel your old MSP when you sign with a new one. Keep both running while your new MSP finishes onboarding. Talk to both parties about timing to avoid coverage gaps.
The Learning Curve
Your helpdesk goes live around week two, but your MSP is still learning your environment. They haven't seen your systems or applications yet. Ticket resolution takes longer at first. This speeds up as technicians build documentation and gain experience.
Ready to Start Your Onboarding Process?
Onboarding is the foundation for everything your MSP does. Skip it or rush it, and you'll face security gaps, broken configurations, and blind spots later.
Intelligent Technical Solutions (ITS) has refined this process over 20+ years to minimize disruptions while locking down security. You'll know what is happening, when it happens, and who to contact throughout the process.
Schedule a meeting with an ITS expert to see how our onboarding protects your business from day one.
For more insights on managed IT services, visit our Learning Center. Explore several related resources like these:
Frequently Asked Questions
Q: How long does onboarding take?
A: ITS gets the helpdesk running within two weeks of kickoff. Complete onboarding wraps up between weeks six and eight.
Q: How much does MSP onboarding typically cost?
A: Onboarding fees usually vary depending on your company's size and complexity. Some MSPs roll this cost into your monthly service fees rather than charging a one-time payment.
Q: What is the most common cause of delays?
A: Missing credentials. The faster you hand over login information, the faster your MSP can work.
Q: Can we continue working with our current IT staff during onboarding?
A: Yes, and your internal IT team can actually help speed things up by sharing knowledge about your systems and workflows. Many companies keep internal IT for strategic projects while their MSP handles daily support tasks.
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