Benchmarking Service Delivery
CMDB and AI for MSPs
Why the Next Generation of MSPs Will Be
Built on Connected Operational Context
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Managed Service Providers have spent years investing in automation, cloud platforms, and infrastructure management. Yet our latest benchmark reveals that technical maturity alone is no longer enough
As AI adoption accelerates, regulatory expectations increase, and customers demand faster, more transparent service delivery, the competitive advantage is shifting away from tooling and toward connected operational intelligence.
Our latest benchmark explores how European MSPs are preparing for this transition and where the biggest maturity gaps remain.
The message is clear: while many organizations have modernized their technical environments, far fewer have connected their operational, commercial, and service data into a foundation that can support AI-driven operations.
Many providers can provision and manage services effectively, but significantly fewer have integrated those services into contracts, entitlements, and pricing models. This disconnect creates unnecessary operational friction and increases the risk of revenue leakage.
Infrastructure visibility is improving, yet relatively few organizations have created a unified service model linking technical assets, customers, and commercial information. Without connected data, scaling automation and eventually AI becomes increasingly difficult.
Organizations using standardized, data-driven onboarding approaches are better positioned to reduce delivery time, improve consistency, and scale customer growth without proportionally increasing operational complexity.
Automation readiness should not be confused with AI readiness. Future AI operations will depend on structured service models, connected operational data, and context-aware decision support, not simply automated workflows.
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Einar & Partners research unit investigates the AIOps industry and market from multiple perspectives. Thanks to our network of research contributors, industry-experts and partners we measure the data that makes the difference in AIOps projects.
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