High-value read-only workflow
Read-only service-health desk: join ticket, SLA, backup-result, and onboarding checklists; surface risk, age, and evidence to the service owner.
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it_services_msps · evidence-backed demand prior · observed 2026-08-27
IT Services & MSPs
MSP demand centers on ticket triage, SLA/backup monitoring and client onboarding; privileged access and secrets are the hard boundary.
51Observed repo slots
8Distinct repos
4Observed demand cells
8Open matrix cells
Demand atoms and workflow
Demand signal / validated demand
E — Catalogue signal: Triage tickets, monitor SLAs and backups, and handle client onboarding.
U — Not established in this lane; no attributable industry denominator or repeated accepted-outcome receipt.
Atom join
Specification crosswalk: I — triage_route, monitor_alert, intake_normalize, report_digest, approval_publish
Industry model
Entities
States
received → classified → assigned → in_progress → resolved; backup: scheduled → success | failed → owner_review
Terminal owner
service_desk_lead_or_client_success_owner
Authority boundary
Read-only ticket, monitoring, and backup metadata; no privileged access, remediation, deployment, credential handling, or client notification.
Source of truth / exception paths
Source of truth: ITSM/ticketing system plus monitoring/backup sources; secrets and production hosts are excluded.
Exception paths: tenant mix-up; alert storm; stale heartbeat; backup missing; privileged-action request; SLA clock ambiguity
Discovery preparation
Precomputable context
- ITSM-centric system model (PSA/RMM vocabulary)
- SLA/ticket state machines
- multi-tenant client model
- archetype fit (support desk + monitoring)
- MSPs are unusually legible: PSA/RMM tools are a small known set
Questions that must be asked
- which PSA/RMM and their tenant hygiene
- SLA definitions per client tier
- onboarding checklist reality
- escalation and after-hours model
Contradiction risks
- SLA clocks computed differently across tools
- tenant mix-ups in shared tooling
Observed repository matrix
These are the non-null rows from repo-matrix-observations.jsonl for this industry. The 1,000-row partition includes reserved cells; only 51 observed repository slots are shown here.
| Repository | Observed slots | Dimensions | Capability families | Observed atoms |
|---|---|---|---|---|
| rajveersidhu/IT-Helpdesk-Ticketing-System ↗ | 9 | agent_authority, data_model, demand_atom_fit, economics_maintenance, integration_surface, provenance_rights, runtime_deployment, ui_assembly, workflow_behavior | browser | monitor_alert, report_digest, sync_handoff, triage_route |
| risuunava/helpdesk-system-web ↗ | 9 | agent_authority, data_model, demand_atom_fit, economics_maintenance, integration_surface, provenance_rights, runtime_deployment, ui_assembly, workflow_behavior | browser | monitor_alert, report_digest, sync_handoff, triage_route |
| omricn/kdesk ↗ | 7 | agent_authority, data_model, demand_atom_fit, economics_maintenance, integration_surface, runtime_deployment, workflow_behavior | browser | monitor_alert, report_digest, sync_handoff, triage_route |
| GauravAwatade/IT-Analysis-helpdesk-Dashboard-Power-BI ↗ | 6 | data_model, demand_atom_fit, economics_maintenance, integration_surface, ui_assembly, workflow_behavior | browser | monitor_alert, report_digest, sync_handoff, triage_route |
| inzihashmi20/it-helpdesk-ticketing-system ↗ | 6 | data_model, demand_atom_fit, economics_maintenance, integration_surface, ui_assembly, workflow_behavior | browser | monitor_alert, report_digest, sync_handoff, triage_route |
| MustafaHabibX/it-helpdesk-simulation ↗ | 6 | demand_atom_fit, economics_maintenance, integration_surface, provenance_rights, runtime_deployment, workflow_behavior | browser | monitor_alert, report_digest, sync_handoff, triage_route |
| eth3ral0/supportlab ↗ | 4 | demand_atom_fit, economics_maintenance, integration_surface, workflow_behavior | browser | monitor_alert, report_digest, sync_handoff, triage_route |
| RainenManzano/tessera-backend ↗ | 4 | demand_atom_fit, economics_maintenance, integration_surface, workflow_behavior | browser | monitor_alert, report_digest, sync_handoff, triage_route |
Empty-cell gap matrix
The ten category cells retain both demand and supply state. NO_OBSERVED_DEMAND_SIGNAL means the research denominator is empty; it is not a claim that the workflow does not exist.
| Category / empty-cell key | Observed demand | Candidate coverage | Search wave | Candidate examples |
|---|---|---|---|---|
Intake and normalizationintake_and_normalization | NOT_OBSERVED_IN_750_SLOTS0 slots · 0 repos | NO_OBSERVED_DEMAND_SIGNAL10 candidate repos · 10 source rows | NOT_SEARCHEDno targeted search proposal | LimeSurvey/LimeSurvey, ProcessMaker/processmaker, al1abb/invoify, formbricks/formbricks |
Triage and routingtriage_and_routing | OBSERVED51 slots · 8 repos | SHARED_CANDIDATE_COVERAGE31 candidate repos · 31 source rows | NOT_SEARCHEDno targeted search proposal | Alfresco/alfresco-community-repo, Leantime/leantime, ProcessMaker/processmaker, Worklenz/worklenz |
Records, extraction and auditrecords_and_audit | NOT_OBSERVED_IN_750_SLOTS0 slots · 0 repos | NO_OBSERVED_DEMAND_SIGNAL47 candidate repos · 47 source rows | NOT_SEARCHEDno targeted search proposal | Alfresco/alfresco-community-repo, AppFlowy-IO/AppFlowy, BookStackApp/BookStack, BuilderIO/builder |
Classification and prioritizationclassification_and_prioritization | NOT_OBSERVED_IN_750_SLOTS0 slots · 0 repos | NO_OBSERVED_DEMAND_SIGNAL39 candidate repos · 39 source rows | NOT_SEARCHEDno targeted search proposal | Dolibarr/dolibarr, PostHog/posthog, SuiteCRM/SuiteCRM, apache/superset |
Scheduling and coordinationscheduling_and_coordination | NOT_OBSERVED_IN_750_SLOTS0 slots · 0 repos | NO_OBSERVED_DEMAND_SIGNAL14 candidate repos · 14 source rows | NOT_SEARCHEDno targeted search proposal | calcom/cal.diy, alextselegidis/easyappointments, lukevella/rallly, thunderbird/appointment |
Follow-up and communicationfollow_up_and_communication | NOT_OBSERVED_IN_750_SLOTS0 slots · 0 repos | NO_OBSERVED_DEMAND_SIGNAL23 candidate repos · 23 source rows | NOT_SEARCHEDno targeted search proposal | RocketChat/Rocket.Chat, TryGhost/Ghost, activepieces/activepieces, chatwoot/chatwoot |
Reporting and digestreporting_and_digest | OBSERVED51 slots · 8 repos | SHARED_CANDIDATE_COVERAGE15 candidate repos · 15 source rows | NOT_SEARCHEDno targeted search proposal | PostHog/posthog, apache/superset, bigcapitalhq/bigcapital, cube-js/cube |
Monitoring and alertsmonitoring_and_alerts | OBSERVED51 slots · 8 repos | ZERO_CANDIDATE_COVERAGE0 candidate repos · 0 source rows | SEARCHED_DRYtargeted search eligible | none recorded |
Approval and controlled publishingapproval_and_controlled_publish | NOT_OBSERVED_IN_750_SLOTS0 slots · 0 repos | NO_OBSERVED_DEMAND_SIGNAL21 candidate repos · 21 source rows | NOT_SEARCHEDno targeted search proposal | Budibase/budibase, ProcessMaker/processmaker, activepieces/activepieces, apache/airflow |
Sync and browser operationssync_and_browser_operations | OBSERVED51 slots · 8 repos | THIN_OR_PARTIAL_COVERAGE1 candidate repos · 1 source rows | SEARCHED_DRYtargeted search eligible | activepieces/activepieces |
Shelf candidates joined to this industry
These records come from the permanent source registry's industry-demand join. A joined candidate remains a discovery/research record; qualification and admission are shown explicitly.
| Joined shelf record | Observed slots | Families / atoms | Current verdict | Qualification / admission |
|---|---|---|---|---|
| eth3ral0/supportlab ↗ | 4 | browsermonitor_alert, report_digest, sync_handoff, triage_route | discovery_candidate | NOT_QUALIFIED / NOT_ADMITTED |
| GauravAwatade/IT-Analysis-helpdesk-Dashboard-Power-BI ↗ | 6 | browsermonitor_alert, report_digest, sync_handoff, triage_route | discovery_candidate | NOT_QUALIFIED / NOT_ADMITTED |
| inzihashmi20/it-helpdesk-ticketing-system ↗ | 6 | browsermonitor_alert, report_digest, sync_handoff, triage_route | discovery_candidate | NOT_QUALIFIED / NOT_ADMITTED |
| MustafaHabibX/it-helpdesk-simulation ↗ | 6 | browsermonitor_alert, report_digest, sync_handoff, triage_route | discovery_candidate | NOT_QUALIFIED / NOT_ADMITTED |
| omricn/kdesk ↗ | 7 | browsermonitor_alert, report_digest, sync_handoff, triage_route | discovery_candidate | NOT_QUALIFIED / NOT_ADMITTED |
| RainenManzano/tessera-backend ↗ | 4 | browsermonitor_alert, report_digest, sync_handoff, triage_route | discovery_candidate | NOT_QUALIFIED / NOT_ADMITTED |
| rajveersidhu/IT-Helpdesk-Ticketing-System ↗ | 9 | browsermonitor_alert, report_digest, sync_handoff, triage_route | discovery_candidate | NOT_QUALIFIED / NOT_ADMITTED |
| risuunava/helpdesk-system-web ↗ | 9 | browsermonitor_alert, report_digest, sync_handoff, triage_route | discovery_candidate | NOT_QUALIFIED / NOT_ADMITTED |
Open gaps
Intake and normalization
NO_OBSERVED_DEMAND_SIGNAL · 0 observed demand slots · 10 candidate repositories.
NOT_SEARCHED. Exact P03 source-kind coverage for form/portal intake; generic CRM or Stage 0 tags are not counted as intake coverage.
Records, extraction and audit
NO_OBSERVED_DEMAND_SIGNAL · 0 observed demand slots · 47 candidate repositories.
NOT_SEARCHED. Exact P03 document/record kinds; source-specific authority and provenance remain unqualified.
Classification and prioritization
NO_OBSERVED_DEMAND_SIGNAL · 0 observed demand slots · 39 candidate repositories.
NOT_SEARCHED. Exact P03 CRM/analytics/search candidates are adjacent supply, not proof of a classifier workflow.
Scheduling and coordination
NO_OBSERVED_DEMAND_SIGNAL · 0 observed demand slots · 14 candidate repositories.
NOT_SEARCHED. Exact P03 scheduling kind only; calendar UI alone is not a booking/authority proof.
Follow-up and communication
NO_OBSERVED_DEMAND_SIGNAL · 0 observed demand slots · 23 candidate repositories.
NOT_SEARCHED. Exact P03 message/support candidates; consent, approval and idempotency are not inferred.
Monitoring and alerts
ZERO_CANDIDATE_COVERAGE · 51 observed demand slots · 0 candidate repositories.
SEARCHED_DRY. No dedicated P03 capability kind is mapped; analytics is not silently promoted to monitoring.
Approval and controlled publishing
NO_OBSERVED_DEMAND_SIGNAL · 0 observed demand slots · 21 candidate repositories.
NOT_SEARCHED. Exact P03 approval/signing kinds; an approval-shaped product does not grant host authority.
Sync and browser operations
THIN_OR_PARTIAL_COVERAGE · 51 observed demand slots · 1 candidate repositories.
SEARCHED_DRY. Connector candidates cover a possible sync seam; no direct P03 browser-operation kind is available.
Safe-pilot boundary
Rationale
Read-only service health tests triage and evidence without touching privileged systems or changing customer environments.
Falsifier
A canary fixture cannot maintain tenant isolation and SLA clocks, or a useful result requires an unbounded privileged action.
Sources: research/actionmodel-builder-research-2026-08-26/phase-2/outputs/industry-atom-specifications.md · research/workstreams/p01-client-intelligence/runs/2026-08-27-sprint-1-fable/industry-discovery-priors.jsonl · research/actionmodel-builder-research-2026-08-26/expansion/outputs/repo-matrix-observations.jsonl · research/workstreams/2026-08-28-program-driver/shelf-prebake/industry-gap-matrix.json · knowledge/capability-shelf/source-registry.jsonl