AI SERVICES
The widening gap: the importance of AI services in the future of MSPs
The transformational potential of AI is well established – and SMBs are increasingly looking for a managed AI service to achieve this, which provides opportunities for MSPs, as Christian Nagele, chief strategy officer and director at inforcer, explains.
The productivity and efficiency benefits of AI have the potential to transform the operations of small and medium- sized businesses (SMBs). This has led to AI tools quickly becoming new and vital parts of the SMB technology stack. Perhaps for the first time ever, SMB demand is shaping the services managed service providers (MSPs) must deliver. To keep up with their customers’ needs, MSPs need to support and guide SMBs through the AI adoption process, from readiness to rollout. However, most MSPs currently lack the internal expertise, underlying infrastructure and management tools needed to roll out AI services at scale. As a result, for many in the industry, the demand for AI is seen more as unwanted pressure than an opportunity. The significance of AI in the MSP market cannot be ignored. AI won’t eliminate the MSP role; it will transform it. The most successful MSPs will be those who can evolve, moving beyond basic IT support
to offer structured AI services grounded in strong security and data governance. MSPs that can provide this comprehensive support will stand out, while those who cannot risk losing existing customers and new revenue opportunities to those who can adapt faster. What should a managed AI service look like? Simply selling software or a license is not enough to constitute an ongoing AI service. SMBs need ongoing support, enablement and consultancy to leverage AI effectively and securely. To begin with, MSPs should educate their SMB customers about the threat of shadow AI: the individual use of unauthorised AI tools within the workforce. If employees enter sensitive information into OpenAI sources like ChatGPT or Claude, the data is sent to servers outside the organisation’s control, increasing the risk of a breach. This issue is already widespread. According to research from MIT, 90% of companies reported regular use of personal AI tools for work tasks. This is one of the biggest threats facing SMBs and MSPs as AI usage increases. If an MSP’s customer were to experience a breach, they would first turn to their MSP to explain why they were not properly secured.
Christian Nagele
inforcer.com
The significance of AI in the MSP market cannot be ignored. AI won’t eliminate the MSP role; it will transform it. “ ”
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