I want to set the stage a bit before we talk some products.
A report by LayerX reveals that an alarming 89 percent of enterprise artificial intelligence usage occurs outside the visibility of IT departments, exposing organizations to critical security risks. The report finds that while many organizations are adopting or evaluating AI solutions, hard data on their usage remains scarce. Approximately 15 percent of users access AI tools daily, with 50 percent using them every other week. Notably, almost 72 percent of employees access these tools through personal accounts, making the majority of AI usage invisible to their organizations. LayerX also found that corporate data is pasted into AI applications nearly four times a day on average among users who submit data, raising concerns over data leakage.
A recent report by WalkMe highlights the critical need for better education around artificial intelligence in the channel. The State of Digital Adoption 2025, Special AI Edition report reveals a significant disconnect between business leaders and employees regarding AI adoption, with leaders feeling confident in achieving transformation goals while employees report inadequate training. Only twenty-five percent of employees noticed efficiency improvements due to AI, leading to an estimated loss of over one hundred four million dollars in 2024 due to underutilized technology
Why do we care?
These findings highlight a dual crisis: visibility and adoption. Organizations may be investing in AI technology, but the massive disconnect between employee use and IT oversight creates a glaring risk—and a significant opportunity for MSPs and IT services providers.
First, consider the visibility gap: with nearly 89% of AI use hidden from IT oversight, enterprises face unprecedented risks of data leaks, privacy violations, and compliance failures. Employees copying sensitive corporate data into personal AI tools nearly four times per day emphasizes how urgently organizations need robust governance models, security policies, and monitoring tools to manage AI adoption safely. MSPs and IT providers should recognize that this gap isn’t merely a security challenge—it’s an opportunity to deliver value. Helping customers regain control through data visibility and protection frameworks positions providers as essential security partners.
Second, there’s the adoption disconnect. WalkMe’s report makes it clear that investment in AI solutions often falls short of delivering measurable benefits—not because of technology failures but due to employee readiness. Only a quarter of employees recognize efficiency improvements, resulting in tens of millions of dollars in wasted potential. This indicates a critical role MSPs can play in closing this gap by offering strategic AI training, digital adoption services, and proactive change management. Providers who enable customers to translate AI investments into productivity gains will have a clear strategic advantage.
Lastly, the discrepancy between organizations believing they manage around thirty-seven applications while actually dealing with over six hundred applications highlights how unaware businesses are about their true digital footprint. MSPs have an opening here—auditing, rationalizing, and consolidating the sprawling shadow AI infrastructure can greatly improve efficiency, reduce risk, and streamline costs for clients.
In essence, MSPs can thrive by guiding customers through two intertwined challenges: managing AI security risks and bridging the gap between investment and meaningful adoption.
Now remember: Visibility Doesn’t Automatically Mean Control: Even with improved visibility into AI tools, organizations might struggle to enforce strict governance without significantly impacting productivity. Simply identifying the problem doesn’t inherently resolve complex human behaviors—like employees’ preference for easier, frictionless tools.