The MSP industry is entering another major shift. Just as cloud computing changed how MSPs delivered value, AI and automation are beginning to reshape what clients expect, how services are delivered, and how MSPs need to position themselves for the future.
In this Stride Live conversation, Casey Seaborn sat down with Arnie Boyarsky, CEO of Info 2 Extreme, Inc., a longtime technology entrepreneur, former MSP, former CFO, and author of MSP Exit Warfare. Together, they discussed what MSP owners should be paying attention to now, especially as AI becomes more accessible to both providers and their clients.
The message was clear: MSPs can’t afford to wait and see what the major platforms do. The businesses that start building confidence with AI now will be better prepared to serve clients, protect margins, and stay relevant as expectations change.
Key Takeaways
1. AI and Automation Aren’t Optional Anymore
Arnie’s first point was direct: AI and automation are the changes MSPs need to pay attention to first.
Many MSPs are still waiting to see what larger players like Microsoft or ConnectWise do before they take action. But waiting creates risk. The tools are already available, the learning curve is already underway, and clients are already beginning to explore what AI can do inside their own businesses.
For MSPs, the goal doesn’t have to be immediate mastery. It starts with familiarity. Owners should encourage engineers, technicians, and internal teams to use AI regularly, test different tools, and begin building confidence.
2. MSPs Need to Move From Tool-Based Thinking to Outcome-Based Thinking
One of the most important shifts in the conversation was the move from process-based IT support to outcome-based problem solving.
Historically, MSPs have focused on the steps required to fix technical issues. A ticket comes in, an engineer follows a process, and the problem gets resolved.
AI changes that expectation.
Clients don’t necessarily care about the technical process behind the scenes. They care about the outcome. They want better operations, faster answers, cleaner workflows, stronger visibility, and fewer interruptions.
That means MSPs have an opportunity to reposition themselves as business problem solvers, not just technology support providers. Arnie emphasized that the real value comes from understanding what clients are trying to accomplish and then using AI, automation, workflows, and systems to help deliver that result.
Pro Tip:
Start with the client’s desired outcome, then work backward. The value isn’t “we use AI.” The value is “we helped you reduce manual work, improve visibility, or make better decisions faster.”
3. Your Clients Are Going to Change
One of Arnie’s strongest warnings was that MSP clients themselves are changing.
As AI becomes easier for business owners and internal teams to use, clients may start questioning what they really need from an MSP. If their systems can self-heal, if employees can find answers faster, and if AI can help them solve basic technology problems, the traditional support model becomes less compelling.
That doesn’t mean MSPs are going away. It means the MSP role needs to evolve.
The MSPs that win will be the ones that understand their clients’ industries, systems, challenges, and business models. Instead of waiting for tickets, they’ll bring ideas. Instead of only maintaining devices, they’ll help clients apply technology to improve how the business operates.
4. AI Can Help MSPs Use Their Own Data Better
MSPs already have access to valuable data across PSA tools, financial systems, ticketing systems, client environments, and internal workflows. The problem is that this data often isn’t easy to access, interpret, or use.
Arnie pointed out that MSPs often give their data to software platforms, then pay to access it in limited ways. AI and “vibe coding” tools are beginning to change that. MSP owners can now build internal tools, dashboards, custom apps, or workflows that surface the exact information they need in a format that works for their business.
This opens the door for better decision-making, better service visibility, and more efficient internal operations.
Examples include:
- Building custom dashboards for owner-level visibility
- Creating client-facing apps that show the information clients care about
- Automating ticket triage or internal workflows
- Using AI to identify trends, inefficiencies, or process gaps
- Making PSA and financial data easier to analyze together
For MSPs, this is a practical place to start. Before trying to sell AI services to clients, use it internally to solve your own operational challenges.
5. AI Should Be Part of the Sales Process, Not Just Service Delivery
A major opportunity for MSPs is using AI to improve sales and marketing.
Casey and Arnie discussed how AI can help MSPs research prospects, analyze industries, identify common client pain points, and create more relevant outreach. Instead of entering a sales conversation cold, MSPs can use available data to better understand a prospect’s business, likely challenges, and potential opportunities before the first meeting.
That changes the nature of the sales conversation.
Rather than saying, “Here’s what we offer,” an MSP can say, “Based on what we see in your industry and business model, here are the challenges you may be facing and the ways we can help.”
That’s a stronger position.
Pro Tip:
For founder-led MSPs, sales and marketing may be the easiest place to start applying AI. Owners can test tools directly, see the impact, and then bring those lessons back into operations.
6. Culture Matters: Encourage Your Team to Experiment
AI adoption can’t just be an owner-level initiative. Arnie recommended giving employees access to tools, encouraging experimentation, and making AI part of the company culture.
That could mean giving team members access to tools like Claude or OpenAI, creating internal challenges, hosting monthly hackathons, or simply asking employees to share what they’ve built or improved using AI.
The important part is to make AI practical and approachable. Teams shouldn’t feel like they’re being judged by a new metric. They should feel encouraged to explore better ways of working.
The best ideas won’t always come from leadership. They may come from technicians, engineers, admin staff, or sales team members who are closest to day-to-day friction.
7. MSP Exit Planning Is Changing Too
The conversation also moved into M&A, exit planning, and what MSP owners should consider as the industry evolves.
Arnie noted that private equity roll-ups are not the only path. For years, many MSP owners have been encouraged to build toward a number and sell. But for some owners, keeping the business as a lifestyle asset may be the better choice. With AI and automation, MSPs may be able to scale without adding headcount at the same rate, which could make long-term ownership more attractive.
For owners who do want to sell, Arnie emphasized two important realities:
- Buyers do this all the time. Most MSP owners only sell once.
- Owners need to think carefully about what comes after the sale.
Selling can create financial freedom, but it can also create a loss of purpose if the owner hasn’t planned for the next chapter. Casey and Arnie discussed how important it is for MSP owners to understand their goals beyond the transaction, whether that’s starting another business, traveling, mentoring, investing, or moving into a different professional focus.
Pro Tip:
Exit planning isn’t just about valuation. It’s also about preparing the business, the owner, and the next stage of life.
Final Thoughts
The MSP industry is changing, and AI is accelerating that change.
For MSP owners, the risk isn’t that AI replaces every part of the business. The bigger risk is staying attached to a version of the MSP model that clients may no longer value in the same way.
The opportunity is clear: start learning, start experimenting, and start thinking more deeply about the outcomes your clients actually need. Build AI confidence internally. Use automation to improve your own operations. Look for ways to help clients work smarter, not just keep their systems running.
The MSPs that adapt now will be in a better position to protect client relationships, create new revenue opportunities, and build businesses that are ready for what’s next.
Watch the Replay
Want to hear the full conversation with Casey Seaborn and Arnie Boyarsky?
Watch the Stride Live replay here:
https://www.linkedin.com/events/stridelive-theinevitablechanges7457881529114058753/theater/
About Info 2 Extreme, Inc.
Info 2 Extreme, Inc. is led by Arnie Boyarsky, a longtime technology entrepreneur, former MSP, and author of MSP Exit Warfare. Arnie brings decades of experience in technology, MSP operations, AI, automation, and business exits.
Learn more about Info 2 Extreme here: https://www.i2x.net
About Stride Services
This Stride Live Webinar is hosted by Stride Services. Stride is a comprehensive financial solutions provider specializing in outsourced bookkeeping, accounting, tax, and advisory services for Managed Service Providers.
Learn more at: https://stride.services
If you’re interested in being a featured guest on our Live Webinars or if there’s a subject matter expert you’d like us to interview, please CLICK HERE and let us know!
