Episode 26 | Beyond Tickets: Making Agile Human-Centered for MSPs (Mike Burrows X. Wim Kerkhoff)

Agile principles aren't just for developers, they're transforming MSP service delivery. Mike Burroughs, five-time author and organizational change expert, joins Wim to explore how MSPs can move beyond overwhelming ticket queues to create adaptive, human-centered operations.

Drawing from his Executive Director role at UBS and UK government digital transformation experience, Mike reveals why teams struggle with overburden and overcommitment. Learn to shift from task pushing to value delivery, start with outcomes not solutions, and build trust through meaningful conversations.

Discover why top MSPs focus on finishing work rather than starting it, and how healthy organizational relationships unlock growth. Packed with actionable insights for MSP leaders ready to make agility practical and powerful.

What Should I Do Next?

Ready to assess your team's agility? Take our PMA Quiz to identify your biggest workflow challenges: https://topleft-project-maturity.scoreapp.com/

Need help managing workload and capacity? Use our free Capacity Planner to visualize and balance your team's commitments: https://www.topleft.team/capacityplanner

Want to see how TopLeft brings agile principles to MSP service delivery? Book a Demo today: https://www.topleft.team/schedule-demo