Strategic AI Mindset
For MSP executives watching AI headlines and feeling FOMO or fear, a fundamental mindset shift is needed to treat AI as a strategic advantage rather than a threat.
- AI as operational leverage, not employee replacement
- Reallocation vs reduction mindset for resources
- Competitive positioning window is closing
- Strategic investment vs cost center view
- Employee time to learn and experiment is critical
- Crawl-Walk-Run framework for implementation
Growth Group Attendees
This session brings together MSP executives who are actively exploring AI transformation for their businesses.
Executive Leadership
Growth Group Executive Attendees
Attendee | Organization & Role | Background & AI Focus |
|---|---|---|
| James Desson | centrexIT - President (20+ years) | Led ESOP rollout, founder of centrexIT University internal training program |
| Anne Bisagno | Xantrion - President & Co-Founder | Forbes Technology Council member, co-founded 2000, strong focus on DEI initiatives |
| Sachin Gujral | Charter Technology - Founder & CEO | Founded 2010, Stevens Institute engineering background, building comprehensive AI strategy |
| Chris Nicholson | Aunalytics - VP Managed IT Services | Focused on security patching platforms and service reliability improvements |
| Ahmed Fadili | Focus Technology - CSO (20 years IT) | Previously VP Managed IT & Cloud Ops, transitioning security operations |
| Adrian Ghira | GAM Tech - Founder & CEO | Led Cyber Tech 360 acquisition, expanding cybersecurity services |
| Graham Roggli | Xantrion - Client Strategy Manager | Author of AI readiness blog posts, client-facing AI initiatives |
N-Able Leadership
N-Able AI Strategy Team
N-Able Leader | Role | AI Initiative Focus |
|---|---|---|
| Rob Wilburn | VP Partner Growth (20 years channel experience) | Piloting Partner-First AI Marketplace for MSP AI service delivery |
| Nicole Reineke | VP AI Strategy & Vision (PhD Stanford AI/ML) | Owns N-able AI Roadmap 2023-2026, enterprise-scale AI deployment |
| Laura DuBois | Chief Product & Customer Officer (18 years) | Building self-service AI-tool catalog for partners |
| Will Ledesma | Senior Director MDR Cybersecurity (15 years SOC) | AI-augmented MDR, MCP-based SOC playbooks for threat response |
New Revenue Streams & Service Offerings
Beyond internal automation, MSPs are successfully taking AI-powered services to market right now.
AI-Powered Services for Clients
SMB clients don't have AI departments — but their competitors may start using AI soon. MSPs can become the "AI partner" or "AI department" for their client base.
- AI-enhanced help desk for clients
- Document processing and extraction services
- Workflow automation services
- Business intelligence and reporting
- Compliance automation
- Client-specific AI agent development
New AI-powered offerings MSPs can deliver
Average increase from AI services
Becoming the AI Partner
MSPs can position themselves as the AI department for SMB clients by offering comprehensive AI services:
- AI readiness assessments for clients
- Use case identification workshops
- Managed AI services model
- AI implementation consulting
- Ongoing AI optimization and support
- Competitive advantage positioning
Competitive Differentiation
Understanding how to price and position AI services separates successful MSPs from those just adding "AI" to their pitch decks.
Pricing AI-Enhanced Services
MSPs should think strategically about pricing AI-enhanced services:
AI Service Pricing Models
Pricing Model | Description | Best For |
|---|---|---|
| Premium Add-On | Charge separately for AI features | Advanced capabilities, high value |
| Core Bundle | Include in standard offerings | Competitive parity, market expansion |
| Usage-Based | Charge per token/transaction | Variable workloads, transparent costs |
| Value-Based | Price on outcomes delivered | Measurable ROI, strategic services |
True AI Transformation vs Marketing
What separates MSPs truly transforming with AI from those just adding "AI" to pitch decks:
- Measurable outcomes and KPIs tracked
- Client success stories with metrics
- Transparent capabilities and limitations
- Actual implementation vs promises
- Continuous improvement evidence
- Technical depth and understanding
Business Case & ROI Framework
Building a compelling business case for AI investment requires concrete metrics and realistic timelines. Here's what MSPs are actually seeing in the market:
Return on investment for mid-size MSPs
Time to recover initial investment
Net profit increase year-over-year
Investment & Cost Structure
Understanding the true cost of AI implementation helps MSPs plan budgets and set realistic expectations:
AI Implementation Cost Structure (Mid-Size MSP)
Investment Phase | Cost Range | What It Covers |
|---|---|---|
| First-Year Investment | $50,000 - $150,000 | Platform setup, initial AI agent development, integration work, pilot deployments |
| Ongoing Annual Costs | $70,000/year | Licensing, API usage, maintenance, continuous improvement, model fine-tuning |
| L1 Automation Initial | $5,000 - $10,000 | Conversational AI fine-tuning for client-specific needs |
| L1 Automation Ongoing | $0.02 - $0.05 per request | Per-request API costs for automated ticket resolution |
| Process Automation Setup | $10,000 - $20,000 | Onboarding workflows, ticketing automation, reporting systems |
| Process Automation Maintenance | $1,000 - $2,000/month | Monthly maintenance and optimization of automation workflows |
Operational Impact Metrics
Real-world metrics from MSPs implementing AI show consistent patterns of improvement:
AI Implementation Performance Metrics
Metric Category | Improvement Range | Timeline to Achieve |
|---|---|---|
| L1 Ticket Automation | 40-60% auto-resolution | Q1-Q2 2025 (pilot + rollout) |
| Labor Cost Reduction | 20-35% OPEX reduction | Q1-Q4 2025 (phased rollout) |
| Ticket Handling Speed | 30% faster processing | Q2-Q3 2025 |
| First Contact Resolution (FCR) | 20% improvement | Q2-Q3 2025 |
| Labor Cost Per Ticket | 25% reduction | Q3-Q4 2025 |
| Customer Satisfaction (CSAT) | ≥4.5/5 rating maintained | Throughout implementation |
Phased Implementation Timeline
Successful AI implementations follow a structured rollout approach across 2025:
2025 Implementation Roadmap
Quarter | Focus Areas | Key Deliverables |
|---|---|---|
| Q1 2025 | L1 Automation Pilot | Initial conversational AI deployment, fine-tuning for environment |
| Q2-Q3 2025 | Full L1 Rollout | Scale to all clients, achieve ≥45% AI-handled tickets, CSAT ≥4.5/5 |
| Q1-Q4 2025 | Process Automation | Onboarding workflows, ticketing automation, tiered service delivery |
| Q3-Q4 2025 | Optimization & Scaling | Fine-tune models, expand use cases, measure full-year ROI |
Strategic Considerations
MSPs must make strategic decisions about building, buying, or partnering for AI capabilities.
Build vs Buy vs Partner
A balanced AI strategy considers:
- Build: Custom solutions for core competencies
- Buy: Pre-built solutions for commodity capabilities
- Partner: Vendor ecosystem for specialized needs
- Focus on strategic integration points
- Resource and expertise assessment
Competitive Timeline
MSP executives should plan for:
- 12-24 month competitive window to act
- Client expectation evolution accelerating
- Pricing pressure timeline shortening
- Skill gap closure urgency increasing
- Investment horizon planning critical
Three-Year Vision
Fast-forward three years — what will the top 10% of MSPs be doing with AI that makes them stand out?
Will have autonomous service delivery
To achieve AI-native architectures
- Autonomous service delivery models
- Multi-modal AI integration
- Predictive business transformation
- AI-native service architectures
- Advanced agent orchestration
- Industry-specific AI solutions
- Client co-innovation partnerships