ConnectWise has launched an AI-native platform for managed service providers and IT teams, designed to shift IT operations toward what it calls Predictive IT.
The platform combines professional services automation, remote monitoring and management, cybersecurity, workflow automation, orchestration, AI assistants and third-party integrations in a single operational layer. ConnectWise is presenting it as a unified environment for service delivery and back-office work, replacing the fragmented toolsets many managed service providers, or MSPs, use today.
The launch also includes new benchmark modelling on the financial and operational effects of AI-driven automation in managed services. Using a representative MSP with about USD $3 million in annual managed services revenue, the modelling outlined reductions in ticket volumes and handling times, along with potential gains in margins and revenue.
According to the modelling, MSPs using AI in current operations could cut ticket handling time by 45% and reduce ticket volumes by 30% to 40% through automation and remediation. It also projected 80% to 90% repeat issue prevention, margin uplift of five to 12 points, and a strategic revenue opportunity of more than USD $1 million through stronger scalability, retention and premium services.
ConnectWise said its immediate focus is on what it describes as the second phase of a broader maturity model, in which AI extends workforce productivity through copilots, workflow intelligence, orchestration and automation. Later phases, including more autonomous operations and predictive optimisation, remain part of its longer-term roadmap.
"Managed services is entering a completely new era," said Manny Rivelo, Chief Executive Officer of ConnectWise.
"For decades, MSPs and IT teams have been forced to scale through labor-intensive operations and disconnected systems. ConnectWise is fundamentally changing that operating model. We are building the first purpose-built MSP System of Action - integrating PSA, RMM, workflow orchestration, security, automation, native agentic AI, and an open ecosystem into one intelligent platform designed to help MSPs move from reactive support to Predictive Intelligence," Rivelo said.
Operational model
ConnectWise argues that many MSPs still rely on labour-heavy service processes and a collection of separate software products that limit efficiency. By combining service management, endpoint data, security operations and workflows in one architecture, it says AI can work across a broader set of information and automate more of the tasks technicians and service desks now handle manually.
The platform includes service operations tools, endpoint telemetry, cybersecurity operations, workflow automation, intelligent remediation, operational intelligence and external integrations. ConnectWise also highlighted a shared data architecture intended to avoid the siloed structures that often result from software portfolios assembled through acquisition.
That emphasis on workflow execution was echoed by customers cited by the company. Decision Digital, an MSP, linked the tooling to operational efficiency and revenue recovery in live use rather than limited trials.
"After nearly 30 years running some form of PSA or ITSM, we know the difference between a platform update and a platform shift. This is a shift. The workflow engine alone has profoundly changed how we operate. We've tied real efficiency gains and measurable revenue recovery directly to it - automating dispatch, ticket triage, rote tasks, and real process improvement - things that used to eat our team alive. That's not a pilot program. That's production," said Rick Harber, Founder and Chief Executive Officer of Decision Digital.
Other channel companies also backed the launch. Modern IT pointed to the value of bringing systems and data together, while Pax8 framed the move as a response to rising complexity in the MSP software stack.
"Consolidating systems and data in a single, unified location accelerates the pace at which AI-driven changes can be realized. ConnectWise demonstrated real vision and courage by recognizing this need and committing to build such a platform - an investment that clearly prioritizes the best interests of our community," said Tony Chiappetta, Founder and Chief Executive Officer of Modern IT.
"MSPs and IT teams don't need more complexity. They need platforms that create leverage. ConnectWise is giving the channel a unified foundation to scale smarter, operationalize AI, and move faster into the era of Predictive IT," said Nick Heddy, President and Chief Commerce Officer of Pax8.
Market shift
The launch reflects a wider contest in IT management software as vendors try to move from assistive AI features to systems that can coordinate and execute operational work. For MSPs, the commercial case rests on whether automation can reduce routine ticket volumes, lift technician utilisation and make it easier to serve more customers without equivalent growth in headcount.
ConnectWise said the market is still in the early stages of that transition. Its position is that the next step is not fully autonomous IT, but broader use of AI across workflows already central to service operations.
"Today, the industry is still in the early stages of the transition from reactive operations to intelligent execution - that's Phase 1," Rivelo said.
"With our latest innovations, we believe ConnectWise will enable our customers to enter Phase 3 of the journey, where AI moves beyond isolated use cases and begins coordinating, automating, and executing operational work across the business. The autonomous and predictive future is coming, but we want to be thoughtful and credible about where the market is today versus where it's headed," he said.
David Raissipour, Chief Product & Technology Officer of ConnectWise, said the aim is to give MSPs a single operational layer rather than another disconnected product.
"MSPs don't need more disconnected tools," Raissipour said.
"They need an intelligent operational layer capable of coordinating action, automating execution, and continuously improving operations across their entire business. That is the foundation for Predictive IT, and the future ConnectWise is building."