IT Goals are how you track the strategic IT initiatives you've agreed to deliver for a customer — the work that lives above day-to-day tickets. Use them to prepare for Quarterly Business Reviews, capture decisions from vCIO Meetings, and keep your team aligned on what each customer is investing in this quarter.

What an IT Goal is

An IT Goal is one initiative scoped to a single Customer and a single quarter. Typical examples:

• Hire Help Desk Tech — 2026-Q4
• Migrate file shares to SharePoint — 2026-Q3
• Roll out MFA across all users — 2026-Q2

Each Goal has four fields:

• Description — the initiative in plain language.
• Year/Quarter — e.g., 2026-Q4. One goal lives in one quarter.
• Reporter — the Member at your MSP who owns the goal.
• Status — where the goal sits in your pipeline (e.g., Potential).

Where IT Goals live

You can work with IT Goals from two places:

• Customers → All IT Goals — a cross-customer view of every goal in the system. Use this to plan capacity for the quarter or to review the full vCIO pipeline.
• Customer profile → IT goals tab — the view scoped to a single customer. Use this when prepping for that customer's QBR or vCIO Meeting.

Both views show the same goals; you're just filtering by customer or not.

Add an IT Goal

From a customer profile:

1. Open the customer's Profile page (Customers → Companies → click the customer).
2. Click the IT goals tab.
3. Click + Add IT goal.
4. Fill in the Description, Year/Quarter, Reporter, and Status.
5. Save.

From the all-customer view:

1. Go to Customers → All IT Goals.
2. Click + Add IT goal.
3. Choose the Company, then fill in the remaining fields.

Tip: Capture goals during the vCIO Meeting itself. Open the customer's profile in one tab, the meeting agenda in another, and drop each agreed initiative in as you go. By the end of the meeting, the IT goals tab is your shared record of what's coming next quarter.

Update a Goal as it progresses

Each row on the IT goals tab is inline-editable:

• Click the Description to rename the goal.
• Click the Status badge to move the goal forward (e.g., from Potential to its next state).
• Sort by Year/Quarter or Status using the column headers.

Delete a goal using the trash icon on the right edge of the row.

Connect IT Goals to your vCIO Meetings

IT Goals work hand in hand with the Interactions tab on the same customer profile.

A common rhythm:

1. Schedule a vCIO Meeting as an Interaction on the customer profile.
2. Discuss the quarter's IT Goals during the meeting using the IT goals tab as your agenda.
3. Log the meeting under Interactions when it's done (or mark the scheduled interaction as resolved).
4. Update Goal statuses based on what you agreed.
5. Add any new Goals that came out of the conversation.

This loop turns ad-hoc strategic conversations into a structured pipeline you can report on.

Tips for clean IT Goal hygiene

• Keep Descriptions short and outcome-oriented. "Migrate file shares to SharePoint" beats "SharePoint stuff."
• Limit each customer to 3–6 active Goals per quarter. Beyond that, focus drifts.
• Use the all-customer view at the start of each quarter to spot capacity conflicts across your book of business.
• Revisit completed Goals at the next QBR — they're the proof points you bring to renewal conversations.

Related articles

• Add and manage Customer Companies
• Log and schedule Interactions (vCIO meetings, pop-ins)
• Create and work a Ticket
• Track Customer Locations and Devices