AISU has never been about surface-level trends or recycled keynotes. It’s a working room for MSP leaders who are actively reshaping how service is delivered.
Last year, the conversations centered on a fundamental shift: moving from ticket-driven operations to AI-powered service models. Not as a concept, but as a practical, operational reality.
A major theme in 2025 was cutting through the noise around AI.
The industry was flooded with tools, promises, and hot takes. At AISU, we focused on what actually works inside an MSP environment. Partners shared real-world implementation lessons, where automation accelerated resolution times, where it created friction, and what it takes to operationalize AI beyond a proof of concept.
We explored roadmap thinking over tool stacking. Instead of asking “Which AI feature should we try?” the better question became “How should our service desk evolve over the next three years?”
That shift in framing changed the tone of the room.
Another core thread was organizational design.
If AI handles repetitive triage and documentation, what happens to technician roles? How should teams be structured when automation is embedded in daily workflows? What does an automation-forward service desk actually look like from a staffing and culture standpoint?
The conversation moved beyond technology and into leadership. Adoption is not a technical challenge. It is a cultural one.
We also tackled the tension between being scrappy and being strategic. When does it make sense to experiment with emerging AI tools? When should you build internally versus buy? And how do you avoid introducing risk in the name of innovation?
No conversation about AI is complete without ROI.
Last year, we focused heavily on measurement. Not vanity metrics, but operational ones. What jobs is AI taking off your team’s plate? How much time is being saved? How does that translate into margin expansion, improved client experience, or new service lines?
We discussed how AI can move from cost optimization to revenue generation. Whether accelerating sales cycles, supporting CSMs, or creating entirely new AI-driven offerings, the opportunity extends far beyond internal efficiency.
The takeaway was clear: AI is only strategic if it changes your economics.
If 2025 was about implementation, 2026 is about maturity.
This year, the conversations will push further into intelligent service delivery at scale. Not isolated automations, but fully re-architected workflows. Not experimentation, but operational discipline.
We’ll dig into what happens when AI becomes infrastructure. How KPIs evolve when tickets are no longer the center of gravity. How to protect and expand margin in an environment where automation becomes table stakes. And how leadership must evolve when AI is embedded across every role in the organization.
There will also be a continued emphasis on transparency and collaboration. AISU remains a place for candid operator dialogue, not polished marketing presentations. The goal is not to admire the future of service, but to design it.
The conversations that matter are rarely loud. They’re strategic, sometimes uncomfortable, and always forward-looking.
That’s what AISU has become.