ConnectWise Predictive IT: The MSP Evolution Roadmap

Name: ConnectWise Predictive IT: The MSP Evolution Roadmap
Uploaded: 2026-07-05T13:41:30-04:00
Duration: 2 min 10 s
Description: One unified platform. Native agentic AI. A clear path to predictive IT. The way MSPs operate hasn’t kept pace with the tech around them. That changes now. Phase three is happening today: hundreds of MSPs are already handling 30%+ more tickets and cutti...

Connectwise

07/05/2026

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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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TL;DR

Summary

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Key Quotes

FAQ

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