The transition is where many hidden assumptions surface: undocumented admin accounts, old devices, supplier contacts, Microsoft 365 licensing, backup questions and employees who do not know where to ask for help. A structured onboarding plan makes those gaps visible before they become support incidents.
People and access
Confirm active users, leavers, shared accounts, privileged access, Microsoft 365 roles and who inside the customer is authorised to request sensitive changes.
Devices and operating standards
Inventory supported laptops and desktops, identify unsupported or ageing devices, confirm Windows versions and decide which systems need remediation before normal support begins.
Microsoft 365 and security baseline
Review the tenant, licences, identity controls, MFA, device management and existing policies. The goal is to understand the current state before promising an outcome.
Suppliers and escalation routes
Record connectivity providers, line-of-business software vendors, telephony suppliers and other third parties so tickets do not stall while somebody searches for an account number or support contact.
Backup and recovery responsibilities
Document what is protected, by whom, retention expectations and how restores are requested. Any gap should be explicit rather than assumed to be included in “IT support”.
User communication and first-day support
Tell employees how to request help, the support hours, what information to include and what happens to existing open issues. A good service is easier to use because expectations are clear.
Frequently asked questions
How long does MSP onboarding take?
It depends on user count, device condition, number of sites, Microsoft 365 complexity and the amount of remediation required. Discovery should identify those variables before a date is committed.
Do we have to replace all existing laptops?
No. Existing business devices can be reviewed for suitability. Rental can be used selectively for replacements, new starters or standardisation.