Time for some big ideas.
A recent report from the Massachusetts Institute of Technology Sloan Management Review and Boston Consulting Group emphasizes the need for businesses to rethink their management strategies as they integrate agentic artificial intelligence into their operations. Unlike traditional technology tools, agentic AI functions both as a tool and as a colleague, presenting significant challenges in management due to its dual nature. Sylvain Duranton, global leader at Boston Consulting Group X, predicts that spending on technology will surpass that on personnel, underscoring the shift in organizational investment priorities. The report warns that existing management principles may not align with the dynamic nature of agentic AI, which requires new organizational designs and supplier relationship management strategies. This evolution in technology necessitates a careful assessment of investments and operational costs as traditional replacement schedules may result in rapid value decay.
Michael George of Syncro writes in Forbes that managed service providers (MSPs) must shift from simply managing IT tickets to focusing on risk management. As businesses face increased threats from data breaches and regulatory compliance requirements, MSPs are urged to redefine their value propositions to safeguard their clients’ resilience and reputation. In a landscape where the average cost of a data breach reached $4.8 million in 2024, according to IBM’s Cost of a Data Breach report, MSPs must adapt by offering services that go beyond traditional device management. This includes understanding various risks, enhancing governance, and providing strategic guidance to clients. Failure to evolve in this manner could lead to MSPs being replaced by competitors with stronger cybersecurity capabilities, particularly as businesses become more reliant on secure cloud environments and comprehensive risk management strategies.
As I have both Chance Weaver and Rich Freeman booked for future shows, I thought I would give some context from Rich’s Channelholic. Pax8 and Ingram Micro hold opposing views on the future of ready-made AI agents, with significant financial implications for both companies. Ingram Micro argues that agents are custom-built for specific use cases, stating, “You cannot distribute agents, because agents are custom built.” Conversely, Pax8’s Chance Weaver maintains that a marketplace for such agents will emerge, having interviewed 600 partners with only 13 currently selling any agentic products. Weaver claims that as more managed service providers gain the skills to create agents tailored for various industries, they will be able to sell these solutions across different client bases, highlighting a potential shift in the market landscape.
Why do we care?
Agentic AI isn’t just another tool in the stack — it changes the shape of the organizations using it. MIT and BCG are basically saying, “Your management playbook won’t work here.” And they’re right. When an AI agent acts like both a tool and a colleague, you can’t just install it and walk away. You have to supervise it, document it, measure it, and manage it. That’s a new muscle for MSPs.
Then you have Syncro pushing the industry to shift from tickets to risk. The intent is right, but most MSPs aren’t set up for true risk management yet — not the governance, not the evidence, not the reporting. That’s where the opportunity is, but also where the gaps are.
And finally, Pax8 and Ingram are arguing about whether agent marketplaces are real. The answer might be that both are right. Some agents will absolutely be custom builds — vertical workflows, industry nuance, and deep process mapping. Others will be templates you can adapt across clients. And the economic split between those two categories is going to shape the channel.
So the questions to think about are:
- What if both sides of the agent debate are right?
- What if AI forces you to redesign your own org chart?
- What if your real competitive advantage becomes governance instead of tooling?
Because here’s the truth: customers don’t want “AI.” They want outcomes with guardrails. The MSP who can deliver both — value and safety — wins this next phase.