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ConnectWise Predictive IT: The MSP Evolution Roadmap

Connectwise
07/05/2026
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IT evolving from manual work to intelligent systems and operations. Despite the amazing innovation around us, the way MSPs operate hasn't kept pace. The unified ConnectWise platform brings together PSA, RMM, cybersecurity, data protection and BCDR, workflow orchestration, RPA, with native agentic AI and an open ecosystem. It's the foundation for a multi-phase journey, transforming MSPs into intelligent, self-optimizing operations. Most MSP and many of your clients are only in phase one. Operationalizing AI through co-pilots, automation and basic generative AI tools layered into an existing workflow. Phase two is where AI begins extending the workforce, assisting engineers in real-time, accelerating decision-making and modernizing the entire MSP operating stack. With agentic AI in phase three, agents perform tasks with humans in the loop so your teams can focus on the bigger picture. Within a year, in phase four, AI will run your NOC and SOC workflows. Your teams will manage exceptions, not the minutia. By 2028, 2030, we reach true predictive IT, where intelligent systems continuously learn, anticipate issues and proactively optimize in real-time. IT becomes invisible. Phase three is right now. Today, hundreds of MSPs are already using our AI-driven automation to achieve 30 plus percent more ticket handling capacity, a reduction of up to 86 percent in escalations and dramatic improvements in profitability, scalability and customer experience. ConnectWise is leading the evolution to predictive IT.

TL;DR

  • ConnectWise introduces a five-phase roadmap for MSP evolution, culminating in Predictive IT by 2028–2030, where intelligent systems autonomously anticipate and resolve issues before they occur.
  • The unified ConnectWise platform integrates PSA, RMM, cybersecurity, BCDR, and native agentic AI as the foundation for transforming MSPs into self-optimizing operations.
  • Phase 3 is live today — hundreds of MSPs are already achieving 30%+ more ticket handling capacity and up to 86% fewer escalations using ConnectWise AI-driven automation.

Summary

This short-form brand video from ConnectWise outlines the company's vision for the future of managed services, framed as a multi-phase journey from basic AI adoption to fully autonomous, predictive IT operations. ConnectWise positions its unified platform — combining PSA, RMM, cybersecurity, data protection, BCDR, workflow orchestration, and RPA with native agentic AI — as the foundational infrastructure for this transformation. The video maps out five distinct phases: Phase 1 covers basic AI co-pilots and automation layered into existing workflows; Phase 2 extends the workforce with real-time AI assistance; Phase 3 introduces agentic AI where agents perform tasks with humans in the loop; Phase 4 (within a year) sees AI running NOC and SOC workflows autonomously; and Phase 5, targeted for 2028–2030, achieves true Predictive IT where intelligent systems continuously learn, anticipate issues, and proactively optimize in real time. ConnectWise claims hundreds of MSPs are already in Phase 3 today, reporting 30%+ increases in ticket handling capacity and up to 86% reductions in escalations — positioning the vendor as the clear leader in this evolution.

Chapters

0:00 - MSP Industry at an Inflection Point
0:15 - The Unified ConnectWise Platform
0:40 - Five-Phase AI Evolution Roadmap
1:37 - Phase 3 Results and the Road Ahead

Key Quotes

0:09 "Despite the amazing innovation around us, the way MSPs operate hasn't kept pace."
1:04 "With agentic AI in phase three, agents perform tasks with humans in the loop so your teams can focus on the bigger picture."
1:12 "Within a year, in phase four, AI will run your NOC and SOC workflows. Your teams will manage exceptions, not the minutia."
1:44 "Today, hundreds of MSPs are already using our AI-driven automation to achieve 30 plus percent more ticket handling capacity, a reduction of up to 86 percent in escalations."

FAQ

What is Predictive IT and when does ConnectWise expect it to be achievable?

Predictive IT is ConnectWise's term for the final phase of MSP evolution, where intelligent systems continuously learn, anticipate issues, and proactively optimize in real time — making IT effectively invisible. ConnectWise targets this milestone for 2028–2030.

What results are MSPs seeing from ConnectWise's AI-driven automation today?

According to ConnectWise, hundreds of MSPs currently using its AI-driven automation in Phase 3 are achieving more than 30% additional ticket handling capacity and reductions in escalations of up to 86%, along with improvements in profitability and customer experience.


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