Employee monitoring built for IT Services & MSPs
See how work actually flows across tickets: SLAs and client projects, without turning managers into supervisors.
Worktivity gives IT service providers and MSPs an accurate picture of where working hours go: which applications and tools are in use, when focus runs deepest, and where time leaks out of the day. Everything is visible to the people being measured, so insight replaces suspicion.
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Why IT service providers and MSPs need employee monitoring
Monitoring only earns its place when it answers a question the business already has. For IT service providers and MSPs that question is usually the same one: are technicians, engineers and service desk staff spending their hours on the work that moves tickets: SLAs and client projects forward, or on everything that surrounds it?
Managed service contracts are priced on assumed ticket volume and effort. When one client generates triple the expected load the contract stays the same, the technicians absorb it, and margin transfers quietly from your business to theirs.
A managed service provider sells capacity it cannot see. Technicians move between clients dozens of times a day, the PSA records what was ticketed, and the substantial work that happens either side of a ticket, whether investigation, follow-up or the informal call, leaves no trace at all.
Worktivity's employee monitoring for IT service providers measures actual effort per client and contract, including the work that never becomes a ticket. Hours across support, project delivery, internal work and travel show which agreements are underpriced long before renewal.
Worktivity captures the whole desktop day and groups it by client, which closes the gap between ticketed time and worked time. For most MSPs the first month is uncomfortable and valuable in equal measure: the contract everyone suspected was underwater turns out to be, and now there is a number to renegotiate with.
Worktivity answers it with automatic activity capture, application and website usage, optional screenshots and activity levels, all assembled into a timeline a manager can read in a minute and an employee can check for themselves. No keystroke logging, no hidden agent, no surprises.
What changes in the first two weeks
Four things shift almost immediately once the timeline exists.
A timeline instead of a guess
Every tracked day becomes an ordered record of applications, documents and idle gaps, so reviewing a week takes minutes rather than a meeting.
Tool usage you can act on
See which of your RMM: PSA and ticketing platforms are genuinely used, which licences sit idle, and where technicians, engineers and service desk staff switch context far more often than anyone realised.
Balanced workloads
Activity levels across the team expose who is quietly overloaded and who has room, before the imbalance surfaces as a missed deadline.
Evidence when it matters
Screenshots and timelapse give you a defensible record of work in progress for clients, auditors and internal reviews.
Employee monitoring capabilities for IT Services & MSPs
Seven capabilities, two of them specific to how IT service providers and MSPs work.
Effort per client and contract
Attribute every hour to a client and agreement, including unticketed work, so contract profitability is measured rather than assumed.
Project versus support separation
Split project delivery from reactive support and internal work, which is the only way to see whether project margin is being consumed by service desk overflow.
Real-time activity capture
The desktop agent records active applications, documents and websites as work happens, so nobody has to remember what they were doing at ten o'clock on Tuesday. The same data lands in the timeline your technicians, engineers and service desk staff can review for themselves.
Screenshots and timelapse
Unlimited screenshots at an interval you choose, plus an optional timelapse video of the working day. Frequency and blur settings let you keep client material out of frame while still evidencing progress.
Activity levels and idle detection
Keyboard and mouse activity is summarised into levels rather than raw keystrokes, and idle stretches are separated automatically, so the hours you report are the hours that were actually worked.
Policy and privacy controls
Decide per team what is captured, when tracking runs and which applications are exempt. Private time and personal devices stay out of scope, which is what makes adoption survive month two.
Reports leaders actually open
Daily, weekly and per-person summaries with trends, outliers and comparisons, exportable for accounting, clients or the board.
What monitoring is worth to IT service providers and MSPs
The return shows up in six places.
Fewer status meetings
When the timeline answers “what happened this week”, the recurring update call gets shorter or disappears entirely.
Honest capacity data
Plan the next tickets: SLAs and client projects against hours that were genuinely available, rather than the theoretical forty per person.
Faster problem detection
A sudden drop in activity or a spike in context switching surfaces within a day, not at the end of the month.
Defensible records
Client disputes, audits and internal escalations get settled with a timeline instead of a recollection.
Trust you can point at
Employees see exactly the data their managers see, which turns monitoring from a rumour into a shared tool.
Lower tool spend
Usage data shows which licences across your RMM: PSA and ticketing platforms are dormant and can be reclaimed at renewal.
Where IT service providers and MSPs put monitoring to work
Five places IT service providers and MSPs put this to work in the first quarter.
Renegotiating an underpriced agreement
Renewal conversations need evidence. Twelve months of hours per client against contract value identifies the agreements to reprice and quantifies by how much.
Capturing unbilled work
The five-minute favour repeated forty times a month is real cost. Captured time makes the pattern visible and gives you the choice to bill it or stop it.
Balancing technician workloads
Effort distribution across the team exposes the engineer quietly carrying two clients' worth of escalations, before they hand in their notice.
Remote and hybrid oversight
Distributed technicians, engineers and service desk staff keep their autonomy while managers keep a factual view of the working day across time zones and home offices.
Onboarding and ramp-up
Compare a new joiner's first weeks against team norms and find where the process, rather than the person, is slowing them down.
Frequently asked questions
Answers to the questions IT service providers and MSPs ask most often about employee monitoring.
How does this differ from the time our PSA already records against tickets?
The PSA records what technicians remembered to log against a ticket. Worktivity records the whole day, including investigation, follow-up and the unticketed work that surrounds a request. The difference between the two is the number MSPs care about, because it is the effort being delivered for free under a fixed-fee contract.
We already track time in our PSA. Why add this?
PSA time is entered manually against tickets, and it captures what technicians remember to log. Worktivity captures the working day automatically, including work that never reaches a ticket, and the gap between the two is usually the most interesting number an MSP sees all year.
Can we track time spent on client systems remotely?
Yes. The agent records activity on the technician's own machine, including time in remote sessions and RMM consoles, and that time is attributed to whichever client the session belongs to.
Is employee monitoring legal for IT service providers and MSPs?
Where it is transparent, proportionate and disclosed, yes. Worktivity is built for that model: employees install the agent knowingly, can see their own data, and administrators can exempt applications or hours. You remain responsible for local notice and consent requirements, and for any works council or employee agreement that applies to you.
Does Worktivity record keystrokes or read messages?
No. Worktivity records which application or site held focus and summarises keyboard and mouse activity into levels. It does not capture what was typed, and it does not read the contents of messages, documents or email.
How long does rollout take?
Most teams collect their first data the same day. Create the workspace, invite users, install the desktop agent on Windows, macOS or Linux, and the first timeline appears within minutes. Tuning the policy usually takes another week.
What does it cost?
Worktivity starts at $3.99 per user per month, with a 14-day free trial and no card required to begin. Volume pricing applies as the team grows.
Other Worktivity solutions for IT Services & MSPs
The same platform, pointed at a different question.
Time Tracking for IT Services & MSPs
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Advanced productivity calculation and analytics tools for measuring team efficiency and performance metrics.
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How employee monitoring works in other sectors
The mechanics are shared; the reporting, policy and vocabulary are not. Compare with a neighbouring industry.
HR & Recruitment Agencies
HR consultancies and recruitment agencies needing time tracking for candidate sourcing, client work, and team productivity optimization.
Learn moreLogistics & Transportation
Logistics companies and transportation firms requiring time tracking for office staff, dispatch operations, and administrative productivity.
Learn moreSoftware Houses
Software development companies and tech firms that need to track developer productivity, manage project timelines, and optimize team performance.
Learn moreArchitecture Firms
Architecture and design firms requiring time tracking for billable hours, project management, and client reporting.
Learn moreProject Management Companies
Project management firms and consultancies that need comprehensive time tracking and productivity monitoring for multiple client projects.
Learn moreLaw Firms
Legal practices requiring accurate billable hour tracking, client reporting, and productivity monitoring for attorneys and paralegals.
Learn more
Ready to see where your hours actually go?
Set Worktivity up for your team this afternoon. The configuration that IT service providers and MSPs need is already mapped out. Fourteen days free, no card, and the data is yours either way.
14-day free trial · No credit card required