AI has quickly moved from an abstract talking point to a real strategic priority for managed service providers. But while enthusiasm is high, readiness — and results — are far more uneven.
In this episode, I’m joined by Mike DePalma, vice president of business development for cybersecurity at OpenText, for a candid conversation about how MSPs are actually navigating the AI transition.
We dig into why many partners are excited about AI, yet still unprepared to deliver it in a scalable, customer-facing way, and why that’s starting to change. As MSPs gain a clearer understanding of where AI can be profitable, pricing models are evolving, and old assumptions about margins and service delivery are being challenged.
Mike explains why the channel has made faster progress using AI internally than deploying it for customers, and how concepts like AI-as-a-Service are pushing providers to focus less on tools and more on business outcomes. We also talk about the return of consulting and custom project work, and why quarterly business reviews are becoming a key lever for expanding the scope of AI services.
The conversation goes beyond technology to look at ecosystem dynamics: why partners want openness more than consolidation, what MSPs are asking vendors for right now, and how shifting feedback has forced OpenText to slow down changes to its partner program.
Finally, Mike shares his view on what the AI opportunity will look like a year from now—and why deeper engagement with MSP communities may be more important than ever during this transition.
If you’re trying to separate real AI opportunity from hype, this is a grounded, practical discussion you won’t want to miss.
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