We're building the framework we wish we'd had.
"I had a ticket assigned to me that was two years old. Two years. It sat in my queue, staring at me every time I opened my PSA: 'Develop implementation baselines for client onboarding.' It wasn't that I didn't know how... I'd done this work for years... The problem was simpler and more damning: I didn't have time."
"Instead, I was firefighting Level 1 issues because the knowledge to solve them lived exclusively in my head."
John Dobbin, our founder, a 27-year veteran in IT infrastructure and security, lived this challenge for years. After 16 years managing data center operations—where he proved that structured workflows could drop average ticket resolution from 30+ minutes to under 5—he moved into the MSP world and found the same operational pain, magnified.
He saw that every MSP conversation revealed the same pattern: different company sizes, different tech stacks, but identical operational pain.
The problem is that traditional IT service models like ITIL were built for enterprise IT, not MSPs. Enterprises operate in single-tenant environments. MSPs operate in a universe of multi-tenant, multi-vendor, multi-client chaos. The frameworks that work for enterprises assume you have time and resources that MSPs simply don't.
OpsSuite was built to solve this. It's the framework born from decades of hands-on experience, designed specifically for the unique, multi-tenant reality of Managed Service Providers.
We built OpsSuite on five core principles that drive real, measurable ROI for MSPs.