How do I check how many IT clients depend on one technician at a managed service provider?

Build a simple grid with clients down one side and technicians across the top. Mark who handles day-to-day issues, who knows the network layout and who holds the passwords. A client served by two or three people is resilient. A client who only ever deals with one technician is exposed if that person leaves.

Look beyond the grid. Check ticket history to see who actually resolves problems, since the formal assignment can differ from reality. Ask whether documentation exists for each client’s setup, or whether the knowledge lives in someone’s head. Poorly documented clients with one expert are the riskiest.

Then deal with the people. Ask the seller whether key technicians know about the sale, how they are paid and whether they have agreements about leaving or working for rivals. Your lawyer can advise on those documents. Plan how to retain them after closing, and how to spread knowledge so that no single person carries a major client. Ask the biggest clients, where the seller allows it, who they call when something breaks. Their answer shows who they believe holds the service together.

Key takeaways

• Map each client to its main technician and a backup.
• Use ticket history to see who really solves problems, as formal assignments can differ from the truth.
• Check how well each client’s setup is documented, and who could rebuild it from the notes alone.
• Meet key technicians before you commit, and make a plan to keep them and share their knowledge.