About This Report
This report is based on a structured analysis of a broad dataset conducted through the Mosaiq.ai Business Intelligence Report service. — covering more than 150 MSPs and over 100 AI solutions currently in production. The dataset includes close to 400 performance metrics from companies across Europe and North America, providing a clear picture of adoption patterns, impact ranges, and areas where maturity still varies.
MSP leadership teams
Boards of directors
Private equity and venture capital firms
While this summary highlights key patterns and strategic considerations, it does not capture all insights. The full dataset includes greater detail across industries, solution types, and vendor strategies. We are happy to share deeper analysis on request.
From MSP to MIP: The Intelligence Layer Revolution
The managed services market is undergoing a fundamental shift. Traditional MSPs have long focused on keeping systems running—optimizing uptime, meeting SLAs, and processing tickets efficiently. But today's technology leaders face a different challenge: managing decision surfaces and workflow outcomes in an AI-driven world.
Enter the Managed Intelligence Provider (MIP). Unlike traditional MSPs, MIPs operate an additional "intelligence layer" that sits on top of infrastructure—secure, governed, and tightly integrated with business workflows. This isn't theoretical. In Mosaiq's analysis of 153 providers, 79% already have production GenAI deployments running. The market has moved faster than most realize.
The difference between MSP and MIP isn't about adding AI tools—it's about fundamentally rethinking how managed services create value. Where MSPs optimize infrastructure reliability, MIPs optimize decision quality and workflow automation while maintaining the governance and security that enterprises demand.
Margin Pressure Is the Real Driver
Traditional MSP services are under sustained margin pressure. Core offerings such as license resale, hardware, hosting services, and standardized managed services have become increasingly commoditized, with most providers delivering largely identical portfolios. As a result, margins on "bread-and-butter" services continue to decline, limiting both differentiation and growth. As more applications move to SaaS, the need for traditional application operations and hosting services is further reduced, accelerating the search for new, higher-value revenue streams.
AI-based services change this dynamic—but only when providers move beyond simple tool resale. Like traditional license and hardware resale, reselling AI tools alone offers limited differentiation and modest margins. It does not materially alter the underlying economics of the MSP model.
Structurally higher margins are achieved when providers develop and operate their own AI-based services—such as Secure AI Workspaces, workflow automation, and domain-specific intelligence—delivered as managed, recurring offerings. These services embed AI directly into real customer workflows, enabling immediate and measurable ROI while allowing providers to retain pricing power and build durable, high-margin ARR.
In parallel, AI expands the opportunity for consulting revenue. Advisory, design, and implementation work around AI adoption increases both the strategic relevance and the commercial value of professional services, reinforcing AI as a growth lever across both recurring and services-based revenue streams.
What Makes a Managed Intelligence Provider Different
Let's be clear: MIP is not simply "an MSP that resells Copilot." It represents a comprehensive operating model built on four distinct planes that work together to deliver secure, governed intelligence at scale.
Knowledge Plane
Secure RAG over enterprise data, enabling contextual search and retrieval across organizational knowledge. This foundation has become table stakes for modern providers.
Action Plane
Agentic workflows that execute tasks, not just answer questions. This is where intelligence translates into business outcomes and measurable productivity gains.
Control Plane
Identity management, governance frameworks, audit logging, and guardrails delivered as product features. Security and compliance are built in, not bolted on.
Compute Plane
Managed inference and GPU resources where relevant, providing the computational foundation for AI operations at enterprise scale.
Why This Architecture Matters: These four planes create a complete intelligence infrastructure that enterprises can't easily build themselves. It's not just about technology—it's about delivering AI capabilities with the reliability, security, and governance that enterprise IT demands.
High Adoption, Low Clarity: The Enterprise AI Paradox
The numbers tell a compelling story about AI adoption velocity. Among small and medium businesses, 88% have already adopted at least one AI system. Even more striking, 96% plan to purchase additional AI capabilities within the next 12 months. The appetite for AI is undeniable.
But here's the problem: adoption speed has far outpaced organizational readiness. A full 61% of SMB leaders admit they lack a clear AI vision or strategy. Shadow AI deployments are proliferating across departments as employees bring their own tools—creating security gaps, compliance risks, and integration nightmares.
The Opportunity
This chaos creates massive demand for providers who can package AI capabilities with real governance and operational control—not just deploy tools.
What Decision-Makers Need
- Clear AI strategy aligned with business objectives
- Governance frameworks that scale across the organization
- Security controls that don't impede productivity
- Integration that eliminates shadow AI risk
- Measurable outcomes tied to business KPIs
For MSPs transitioning to the MIP model, this gap between enthusiasm and execution represents the sweet spot. Enterprises desperately need partners who can bring order to AI chaos while accelerating legitimate innovation.
The Production-Impact Gap
Having AI in production doesn't mean you're getting business value from it. This is the inconvenient truth that separates early adopters from successful implementers—and it's where MIPs can demonstrate real differentiation.
Most Deployments Lack Measurement
While 79% of providers have GenAI systems in production, only 34% report quantitative KPI outcomes. The majority are flying blind—unable to show hard numbers on time saved, ticket deflection, or cost reduction.
This measurement gap represents both a risk and an opportunity. Without clear metrics, AI investments can't be justified or optimized.
When Impact IS Measured
Providers who do instrument their deployments see consistent patterns across key metrics. These ranges have emerged as realistic benchmarks for well-implemented AI systems:
35-55%
Task Time Reduction
Median time savings on routine tasks when workflows are properly automated and integrated
60-80%
User Adoption Rate
Percentage of intended users actively engaging with AI tools when deployment includes proper training and support
20-30%
Cost Reduction
Direct operational cost savings achieved through automation of manual processes and improved efficiency
Internal AI: Transforming MSP Operations First
The strongest MIP transitions start internally. Before offering AI services to customers, leading providers use them in their own operations to prove value, build experience, and create real examples. Internal deployments deliver fast ROI and provide a solid foundation for customer-facing services.
Service desk operations represent the highest-impact starting point. AI can handle ticket triage, intelligent categorization, smart routing, and real-time agent assistance. These capabilities don't just improve efficiency—they fundamentally change the economics of support delivery.
Core Internal Use Cases
01
Ticket Intelligence
Automated triage, categorization, and routing based on content analysis and historical patterns
02
Knowledge Search
RAG-powered search over runbooks, policies, and customer documentation delivering instant answers
03
Agent Assist
Real-time suggestions and context during customer interactions based on similar resolved cases
04
Workflow Automation
End-to-end automation of routine requests from intake through resolution and documentation
Proven Internal Outcomes
When properly instrumented, internal AI deployments show remarkable consistency in results. These aren't aspirational targets—they're median outcomes from providers who've measured impact.
50-70%
Help Desk Deflection
Routine inquiries handled without human intervention
20-40%
Operating Cost Reduction
Direct savings in service desk operations
These internal deployments do double duty: they improve your margins while creating proof points for customer conversations. Nothing sells AI better than showing how it transformed your own operations.
External AI: What MIPs Sell to Customers
The external AI market has segmented into distinct operating models, each addressing different aspects of enterprise AI needs. Understanding this landscape is critical for positioning your offering and identifying where you can deliver the most value.
Mosaiq's analysis reveals five primary offer categories, each at different stages of market maturity. Most successful MIPs operate in multiple categories, allowing them to meet customers wherever they are in their AI journey.
Workplace AI Enablers
51% of providers
Focus on adoption, governance, and Copilot integration. This is the most common entry point, helping organizations deploy and manage AI tools effectively.
Secure AI Workspace
31% of providers
Private enterprise chat plus RAG capabilities—essentially "CompanyGPT" deployed within secure boundaries with full governance controls.
Workflow Automation
33% stage share
Service desk agents and ITSM integration. This is where value truly scales, as AI moves from answering questions to executing actions.
Managed AI Platform
25% stage share
GPU infrastructure, managed inference, and sovereign compute. Critical for organizations with data residency requirements or specialized AI workloads.
Vertical Intelligence Packs
15% stage share
Industry-specific copilots tailored to healthcare, financial services, legal, and other regulated verticals with unique compliance needs.
Copilot: Table Stakes, Not Differentiation
Let's address the elephant in the room: Microsoft Copilot. Yes, it's everywhere. Yes, your customers are asking about it. But no, "Copilot rollout specialist" is not a sustainable positioning. The market has already moved past that conversation.
While valuable, pure Copilot rollout specialists represent a very small segment of the market. It's not that Copilot isn't important—it's that stopping at Copilot deployment leaves enormous value on the table.
Most successful providers view Copilot as one component of broader Workplace AI offerings, not the entire value proposition. They've moved into more advanced services where differentiation and margins live, helping customers integrate AI into their unique workflows, data, and business processes.
8%
Pure Copilot Specialists
Only 8% of MIPs focus solely on basic Copilot deployment, indicating a highly commoditized and limited market segment.
5x
Value Expansion
Clients engaging in broader AI integration realize an average 5x increase in measurable business value compared to those with basic Copilot rollouts.
75%
Long-term Engagement
MIPs offering comprehensive AI solutions report 75% higher long-term client retention rates, demonstrating deeper partnership and sustained value delivery beyond initial deployment.
The message is clear: if your AI story begins and ends with Copilot, you're competing in the most commoditized segment of the market. The real opportunity lies in helping customers do what Copilot alone can't—integrate AI into their unique workflows, data, and business processes with proper governance and security controls.
The Five Stages of MIP Maturity
The five service categories represent a maturity progression—from basic enablement to advanced vertical solutions—based on an analysis of 157 MSPs across Europe and North America. The percentages indicate the share of providers that currently offer services in each category, illustrating how MIPs differentiate and move up the value chain.
1
Workplace AI Enablers (51%)
The entry point - Copilot deployment, adoption support, basic governance. This is where most providers start, but it's commoditizing fast.
2
Workflow Automation (33%)
Moving from answering questions to executing actions. Service desk agents, ITSM integration, automated workflows. This is where ROI becomes measurable.
3
Secure AI Workspace (31%)
Private enterprise chat with RAG capabilities - "CompanyGPT" within secure boundaries. Full governance controls and data sovereignty.
4
Managed AI Platform (25%)
GPU infrastructure, managed inference, sovereign compute. For organizations with data residency requirements or specialized AI workloads.
5
Vertical Intelligence Packs (15%)
Industry-specific copilots for healthcare, financial services, legal, and other regulated verticals with unique compliance needs.
The key insight: True differentiation comes from moving up this maturity curve. Most successful MIPs operate across multiple stages, meeting customers wherever they are in their AI journey.
The Intelligence Layer Defines the Next Generation of Managed Services
The transition from MSP to MIP is increasingly shaped by observable market behavior. Across the providers analyzed, the discussion has largely moved beyond experimentation. The challenge is no longer whether an intelligence layer is relevant, but how it can be implemented in a way that delivers measurable outcomes while meeting requirements for security, governance, and operational quality.
From our data, GenAI adoption is widespread, but outcome measurement remains limited.
While 79% of providers have GenAI solutions in production, only 34% consistently report KPI-level outcomes.
While 79% of providers have GenAI solutions in production, only 34% consistently report KPI-level outcomes.
MIPs extend the managed services model beyond infrastructure.
They operate both the technical foundation and the intelligence layer—designed to be secure, compliant, and directly integrated into operational workflows from day one.
They operate both the technical foundation and the intelligence layer—designed to be secure, compliant, and directly integrated into operational workflows from day one.
Higher margins come from owning AI-based services.
Providers that build and run their own AI offerings have more pricing power than those that mainly resell tools.."
Providers that build and run their own AI offerings have more pricing power than those that mainly resell tools.."
What Sets Winners Apart
The providers winning this transition share common characteristics. They instrument everything, showing hard numbers on impact. They productize offerings instead of running endless custom projects. They build on the minimum viable stack: RAG, identity integration, guardrails, and safe actions.
Most importantly, they recognize that AI without governance is liability, not value. The intelligence layer you build must be secure, auditable, and compliant from day one—because enterprises won't trust anything less.
Ready to Begin?
Start with Secure AI Workspace. Instrument for outcomes. Productize your offering. Add actions incrementally. This isn't theory—it's the proven path that 31% of the market is already walking, with results that speak for themselves.
The managed services market is being redefined. Infrastructure reliability remains essential, but it's no longer sufficient. The future belongs to providers who can manage both the systems AND the intelligence that runs on top of them. That future is the MIP model—and it's already here.
Leadership Follow-up:
Turning Insights Into Strategy
Turning Insights Into Strategy
This report provides a strategic overview of how GenAI is transforming the MSP sector — but it only scratches the surface of what we’ve uncovered. Behind this summary lies a much larger body of insight.
Concrete examples of leading MSPs and their decisions
Specific GenAI solutions launched & results reported
What consistently separates top performers from the rest
Structural changes mattering to owners in 2025–2026
Strategic moves for competitiveness & enterprise value
Executive Briefing
For executive teams, boards, and professional owners seeking to go deeper, we offer a one-on-one follow-up session to:
1
Ground strategic discussions in real-world evidence
2
Benchmark against the market
3
Identify actionable opportunities for differentiation
If the insights in this report resonate, we’d be happy to walk you through the broader dataset and the next layer of practical examples.