Managed Service Providers are facing a defining moment. AI has moved rapidly from curiosity to boardroom priority, but for many businesses, the path forward still feels unclear.
The questions are no longer theoretical. Where should companies start? What actually matters? How can AI be integrated into day-to-day operations, service delivery, client support, and long-term strategy without creating unnecessary risk or confusion?
For MSPs, this presents both a challenge and an opportunity. Clients are looking for practical guidance, trusted advice, and clear direction. They need help moving beyond the hype and understanding how AI can be used safely, strategically, and effectively.
In these conversations, MSP leaders discuss how they’re approaching AI adoption, the concerns they’re hearing from clients, the opportunities they see for the sector, and the practical steps businesses can take now to turn AI from a source of anxiety into a source of competitive advantage.
Leading up to publication, the latest conversation paper with an MSP will be posted here.
Managed Service Providers share their perspectives on AI adoption and the future in the industry
“Could an ‘intelligent’ website delivering personalised and specifically relevant information to a client take the place of the help desk and service side of the MSP? So yes, I can fully understand why questions we can’t yet answer create uncertainty and make people kind of scared of AI.”
“The challenge for an MSP is that their people tend to be techies while AI is more about business information, process change, and business development rather than the focus being on the actual technology.”
“A new technology becomes harder to grasp the longer you leave it. But the arrival of generative AI blind-sided almost everyone. Business didn’t see it coming and no lay person or even a computer science graduate for that matter completely comprehends what is going to happen.”
“The main driver for the adoption of AI? The straight answer can be to improve profitability. I don’t think most businesses will necessarily fully understand how they can introduce AI beyond ad hoc use at the moment, but then sometimes things just click and an opportunity to utilise AI strategically or to bring about a particular outcome becomes apparent.”
“We need to keep in mind that AI will enable us to create value for the customer more quickly than ever before; in the blink of an eye. A service provider can produce in a matter of minutes what used to take a matter of days. Of course the customer might say why are you charging me what you did before? So there’s a tightrope to walk with that.”
“I think businesses really do want to engage with AI but don’t understand it. Has AI come to us left field overnight? Kind of. Siri though has been with us for quite awhile, but generative AI – where did that come from?”
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