One of the issues that every managed service provider (MSP) needs to contend with sooner rather than later is the degree to which they should build or buy artificial intelligence (AI) capabilities.
There is little doubt that most MSPs have, at the very least, experimented with AI. In many instances, it’s relatively simple to “vibecode” one or more custom applications to automate a range of tasks. The challenge then becomes determining how many resources will be required over the long term to support and secure those applications.
Conversely, MSPs may choose to buy these capabilities. That decision creates several options. They can continue relying on existing platform providers to deliver AI functionality. They can switch to another platform altogether or layer third-party AI capabilities on top of their existing tools and platforms. For example, more than 1,000 MSPs have deployed an AI platform from Hatz.ai that enables them to deploy and manage AI applications and workloads adopted by various clients.
Matching the approach to AI maturity
There is, obviously, no single right answer. Many MSPs will employ a mix of all three approaches at different stages of their AI maturity.
In some cases, a handful of customers may need a custom application built with AI coding tools. However, as more clients require that same functionality, it may make more sense to rely on a vendor partner. That partner may have the tools and expertise needed to build and deploy a commercial equivalent at a much greater scale.
Similarly, some AI workload management capabilities will eventually find their way into the platforms an MSP has relied on for years. The question then becomes whether it is worth acquiring an additional platform. Another option is to wait for an existing vendor partner to provide similar functionality. Conversely, the provider of a newer AI platform may offer capabilities that eventually render an existing platform obsolete.
The impact of market consolidation
There is also a strong possibility that, at some point, a provider of a legacy platform will acquire an emerging rival. Conversely, the emerging rival may gain enough momentum to acquire the provider of the legacy platform.
As always, timing will be critical when navigating these decisions. AI innovation is moving rapidly. However, many of today’s advances will soon become standard capabilities that every MSP needs to remain competitive. AI features that currently appear prohibitively expensive are likely to become commodities.
Preparing for what comes next
In the meantime, savvy MSPs should continuously assess workflows and processes. They should evaluate how much can be automated using AI, both today and in the months ahead. After all, one thing is certain. The AI capabilities available today are the worst they will ever be.
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