AIOps is already here. Let's talk business impact

Illustration: Ram Prasath


With the ChatGPT vs. BARD battle once again pitting Microsoft against Google, AI is no longer limited to the world of tech enthusiasts.

Artificial intelligence (AI) has been the buzzword capturing the market for some time. AI is finding new and successful applications in every field, right from research, defense, and quantum computing to popular photo editing apps available on smartphones. Global adoption of AI is growing at a CAGR of almost 40%.

As with other technological advancements, detractors have also decided to come out in droves against some of their arguments that do showcase some merit, like the case of errors cropping up in AI responses. Meanwhile, other arguments are more in the domain of morality and ethics, like in the case of AI photo editors using copyrighted designs without the artists' permission.

But whatever the case, artificial intelligence has outlived the “fad” stage and surely will be the talk of the town for a few more seasons at the very least. A 2020 Global AI Survey from McKinsey & Co. reported that 22% of companies using AI said the technology accounted for over 5% of their 2019 EBITDA.

MSPs are ahead in AI adoption

Beyond ‌chatter, AI has revolutionized the way businesses operate, and IT management is no exception. With its ability to learn, adapt, and improve, AI is transforming the IT landscape and creating new opportunities for MSPs to offer more efficient and effective services to their clients.

We at were not just able to recognize this movement but also implement it into our platform. "Intelligent Automation" is one of the core USPs of our SuperOps RMM and PSA platforms. With this, MSPs can not only provide better services with less human effort but also make their internal operations more proactive and efficient.

Earlier we had detailed how we are using intelligent automation to tackle repetitive tasks like updating software and applying security patches. We also looked at how our live monitoring provides intelligent alerts to our users which cuts through the usual noise.

A major challenge that MSPs face is operational complexity. MSPs must manage a wide range of IT systems and applications, each with its own set of configurations and requirements. This can be a time-consuming and error-prone process, leading to delays in service delivery and increased costs. 

However, AI can be used to simplify operations and reduce complexity. For example, AI-powered automation tools can be used to automatically configure and deploy IT systems, reducing the amount of manual work required by MSPs. Once such automation is implemented, MSPs can streamline business processes and refocus their time and efforts on more strategic initiatives that add greater value to their clients.

Another major challenge that MSPs face is reactive delivery of services. MSPs are typically called upon to fix problems after they occur, rather than proactively identifying and resolving issues before they cause downtime or other disruptions. This reactive approach can lead to higher costs for the MSP and frustration for the client. 

However, AI can be used to shift from reactive to proactive service delivery. For example, the machine learning algorithms in our RMM can analyze data from IT systems to detect patterns that indicate potential problems before they occur. MSPs can then use this information to take proactive steps to prevent downtime and other disruptions, thereby improving the overall service experience for clients and reducing the overall cost of lT management.

Finally, we can see a reduction in the impact and spread of human errors. As ‌human effort in repetitive tasks decreases, we will also see a reduction in the impact of such errors on processes. But these are just the benefits that come with our usual day-to-day operations. There are many more business-centric benefits to using AI for your IT MSP.

Finding and analyzing patterns in data 

IT Infrastructure monitoring and management generates a lot of data. A robust AI-enabled PSA, like SuperOps, can help MSPs analyze large amounts of data quickly, conduct root-cause analysis, and provide insights based on patterns usually missed by human analysts. This can be particularly useful in identifying behavioral patterns indicating potential security threats or system failures. 

By analyzing data from multiple sources, AI can help MSPs detect and respond to threats more quickly and efficiently, protecting their clients' networks and data from harm. Learnings from one scenario can also be used for future asset, device, and network management elsewhere. This can lead to optimization across their service delivery by identifying areas where they can improve efficiency and reduce costs.

Utilizing your workforce optimally

MSPs face the challenge of too much manual work in many scenarios. MSPs often have to manage multiple IT systems and applications, which can be a time-consuming and tedious process. This can lead to burnout among MSP staff and limit the ability of MSPs to take on new clients and grow their business. 

AI can automate many of these tasks involved in managing IT systems, freeing up MSP staff to focus on higher-value tasks. For example, AI-powered chatbots can be used to handle routine customer inquiries, reducing the workload on MSP staff, who can then take up qualified leads at a later stage of the sales process.

Improving your service offerings 

AI can also help MSPs analyze data on client behavior and service usage. This will help MSPs identify opportunities to upsell and cross-sell services, improving their revenue streams. If you know what your client is looking for or can predict what he may need in the near future, you’re able to create custom solutions that will surely find takers. This improves not just your sales but also your relationships with clients who appreciate your vision for them.

Improve your asset management and purchase decisions

As AI-powered PSA take over, they don’t just log your processes step by step but also analyze them to study patterns and give insights. These will be useful in making purchases of assets and managing them better. If the AI can identify why something keeps failing - it can either help you fix the issue or warn you from creating this conflict again on some other network or purchase and implement similar assets.

Create a master console

With AI-powered PSA solutions like, you can not just manage and monitor but also streamline processes and integrate various tools, dashboards, and workflows into one console. AI can study and visualize dependencies, and also help identify bottlenecks and conflicts, that can then be resolved. Such a high level of visibility into processes will boost collaboration and lead to faster resolutions and greater customer delight.

In 2023, 9 out of 10 organizations back AI to give them a competitive edge over rivals. Since the inception of SuperOps, we have tried to incorporate machine learning and automation into every new function, feature, and reporting tool we design for our solution. And our clients have been reaping the rewards for the same. 

As technology evolves, MSPs that can adapt and embrace new technologies like AI and automation will be in a better place to succeed. These technologies not only help them to improve their service delivery but also enable them to differentiate themselves from competitors by offering more innovative and cutting-edge solutions. And at, we are building tools to help them deliver such solutions to their clients.


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