For MSPs and IT teams, this creates an opportunity to expand operational capacity, eliminate repetitive friction, and redirect talent toward higher-value outcomes. More customers and endpoints created more alerts, tickets, and operational work. Supporting that growth often meant finding more technicians, training them, and adding more people as the business expanded.
At IT Nation Connect™ ANZ 2026, I challenged partners to think differently about that equation.
We are entering an era where intelligence and AI gives businesses a way to digitize knowledge and apply it repeatedly across processes.
This shift is already taking place inside ConnectWise. We are applying AI across software development, security operations, and support to create more capacity and change how work moves through the organization. As that capacity grows, we can redirect more time and expertise toward work that produces better customer and business outcomes.
Our strategy starts with listening.
When the ConnectWise leadership team came to APAC last year, partners gave us direct feedback about what they needed from us. Partners wanted PSA available on the ConnectWise Platform. They wanted services available locally instead of launching first in North America and requiring migration later. They also wanted data protection infrastructure in country.
We took that feedback back to the business and acted on it.
ConnectWise brought PSA onto the platform, launched an in-country data center, and committed to supporting future service launches locally as we continue investing in the region.
Those investments give APAC partners the infrastructure they need as AI becomes a larger part of managed services. Partners need the underlying technology, data, and services available where they operate.
As access to AI expands, the technology itself will not differentiate one MSP from another.
MSPs and IT teams already have valuable assets built through years of serving customers and users. Your operational data provides insight into tickets, alerts, service history, and desired outcomes. Plus, your workflows reflect how your organization delivers services, while your relationships and institutional knowledge provide context around preferences, requirements, and risk tolerance that an outside technology provider does not inherently possess.
Learning adds another layer of value. Traditional automation follows predetermined instructions, but agentic AI can learn from interactions and improve how future work is handled. When AI agents sit alongside your existing data, workflows, and customer context, they create a stronger intelligence layer over time.
Partners are already seeing the value of bringing AI into the environment where that context exists.
“The value of ConnectWise AI Agents is that AI is built into the platform where our team already works. In the PSA, it gives us a more controlled way to use AI with ticket history, client context, and service workflow data instead of relying on disconnected tools.”
- Jason Haveman, COO, InsITe Business Solutions
I frame AI investment through a simple question: What is core to your business, and what is context? For MSPs and IT teams, this distinction helps clarify where to invest.
Your customer relationships, vertical expertise, service packages, intellectual property, and unique approach to delivering outcomes are core.
In most cases, leveraging AI technology is mission critical but context.
Building an AI agent is becoming increasingly accessible. Operationalizing an agent across real customer environments is much harder. MSPs have to consider governance, auditability, observability, customer requirements, and what happens each time an agent takes action.
Put your resources into the areas where your business creates differentiated value. For the supporting technology, look for existing platforms and systems that help you reach the desired outcome faster, rather than building your own solutions and shouldering the cost of ongoing development and maintenance.
For years, managed services have followed a reactive model where signals generate alerts and tickets, leaving technicians to investigate and determine the next action. Automation improved parts of this process, but many MSPs still rely on separate tools and predetermined workflows to move work forward.
Predictive intelligence moves beyond automating individual steps by connecting signals, context, and workflows across the business. Instead of waiting for a user to identify a problem, the system begins identifying conditions, helping teams determine the appropriate next action earlier. This same approach is shaping the ConnectWise Platform™.
We have already built agentic capabilities into the platform (with more to come) alongside the shared services and applications our partners already rely on. These AI agents then work across those applications and workflows, helping turn operational information into action.
It’s a shift from a system of record toward a system of action. A system of action sees signals across tools, applies context, helps determine next steps, executes the appropriate workflow, and learns from the outcome.
No MSP needs to move directly from manual processes to fully autonomous operations. Trust and confidence develops as teams see intelligent systems perform consistently. That is why the path toward Predictive IT progresses through stages.
It starts with copilots that help people access information and make decisions faster. From there, assistants and agents begin handling specific tasks. As confidence and capabilities grow, agents coordinate larger workflows. The longer-term destination is an environment where more operational work runs autonomously, with people focused on governance, exceptions, strategy, and higher-value decisions.
Bremen partner Jordan Jilg shared that his team moved into production with ConnectWise Agentic ™ in roughly a day and a half. Around a month into deployment, he reported 92% confidence in AI-driven dispatching and faster progress toward first-touch resolution. He also pointed to the value of having the technology connected deeply with the platform and accessible operational data.
Jordan’s experience shows what an early step in this journey looks like: deploy a focused use case, measure how it performs, and expand as the team builds confidence.
Creating capacity only matters if you have a plan for what to do with it.
When AI and automation create capacity, MSPs and IT teams can reinvest that time and expertise where it will have the greatest impact. That might mean improving efficiency, taking on higher-value work, strengthening service delivery, supporting strategic initiatives, or creating new opportunities for growth.
That shift from experimentation to measurable impact is already happening for ConnectWise partners.
“ConnectWise AI Agents helped us move AI from experimentation into measurable operational impact. By embedding AI into triage, assessment, and technician workflows, we’ve improved consistency, reduced manual effort, and created more capacity across the service desk.”
- Aaron Boeker, Chief Service Officer, Starport Managed Services
For MSPs specifically, Service Leadership® data shows stronger recurring revenue growth among best-in-class MSPs alongside increased investment in tools, platforms, and automation. While the data does not establish direct causation, it raises a broader question that applies to both MSPs and IT teams:
What becomes possible when you can increase capacity without requiring labor to grow at the same rate?
As you move toward Predictive IT, focus on four areas:
Starting now does not look like overnight automation. Assess where your business stands, identify where your data or workflows need work, and choose an initial agent use case with a measurable outcome. Then repeat the process.
Remember, the longer-term shift is to move away from scaling the business primarily through labor and toward managing intelligence across the operation.
The ConnectWise Platform is designed to support the industry’s transition to Predictive IT, moving from systems that record what happened toward systems that help determine and execute what happens next.
Explore the ConnectWise Predictive IT hub for assessments, AI resources, ROI tools, and practical guidance to help identify the next step for your business.
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