New modeling shows how AI-driven orchestration and autonomous execution can transform productivity, scalability, and profitability for MSPs and IT organizations.
TAMPA, Florida, June 8, 2026 – ConnectWise today unveils the future of IT operations with the launch of the industry’s first purpose-built platform for the new era of Predictive IT. The ConnectWise Platform is an AI-native operational platform that unifies PSA, RMM, cybersecurity, automation, orchestration, agent-based AI and an open ecosystem into a single intelligent execution layer for managed services.
With the company’s Predictive IT strategy, the shift from reactive IT management to intelligent operational execution accelerates. This marks a clear break from yesterday’s manual MSP model toward tomorrow’s AI-driven operations.
The traditional model has reached its limits. The next step is Predictive IT.
At the same time, ConnectWise is releasing new operational benchmarking models showing the tangible impact AI-driven automation and orchestration can already have today on MSPs and IT teams, while illustrating the path toward more autonomous and predictive practices.
A new era for managed services
“Managed services are now entering a completely new era,” said Manny Rivelo, CEO of ConnectWise.
“For decades MSPs and IT teams have had to scale through labor-intensive processes and fragmented systems. ConnectWise is fundamentally changing that model. We are building the industry’s first purpose-built System of Action for the MSP market by combining PSA, RMM, workflow orchestration, security, automation, agent-based AI and an open ecosystem into an intelligent platform that helps providers move from reactive support to predictive intelligence.”
Customers already using parts of the platform are seeing significant effects.
“After nearly 30 years with various PSA and ITSM systems, we know the difference between a platform update and a true platform shift. This is a shift,” said Rick Harber, founder and CEO of Decision Digital.
“Just the workflow engine has fundamentally changed how we operate. We can attribute real efficiency gains and measurable revenue improvements directly to the platform through automated dispatch, ticket handling, routine task automation and process improvements. This is not a pilot — it’s production.”
AI delivers measurable business outcomes today
ConnectWise modeled a representative MSP business generating roughly $3 million in annual managed services revenue and identified major opportunities for both operational and financial transformation.
According to the modeling, MSPs that operationalize AI today can achieve:
- 45 percent shorter ticket resolution times
- 30–40 percent fewer support tickets through intelligent automation and self-healing
- 80–90 percent fewer recurring incidents
- 5–12 percentage point margin improvement through increased operational capacity
- Strategic revenue opportunities exceeding $1 million through better scalability, higher customer loyalty and premium services
These results support ConnectWise’s vision of Predictive IT, where AI-native operational systems help MSPs and IT teams grow faster, work more efficiently and deliver more proactive services.
From reactive operations to intelligent execution
“When systems and data are consolidated on a common platform, the pace of AI transformation increases dramatically. ConnectWise showed both courage and foresight by investing in such a platform,” said Tony Chiappetta, founder and CEO of Modern IT.
ConnectWise describes its current development phase as step two in the journey toward predictive intelligence. The focus is on operationalizing AI and augmenting employee productivity with intelligent copilots, automation, orchestration and workflow intelligence.
Later phases will include fully autonomous operations and predictive optimization, representing the company’s long-term vision for managed services.
“The industry is still in the early stages of moving from reactive processes to intelligent execution,” Rivelo said.
“With our latest innovations, we believe ConnectWise can help customers reach the next phase, where AI is no longer used in isolated scenarios but begins to coordinate, automate and execute operational work across the business. The autonomous, predictive future is coming, but we are realistic about where the market stands today and where it is headed.”
Built for the MSP market
Unlike many legacy MSP platforms that grew through acquisitions and separate systems, ConnectWise’s strategy is built on a shared operational data architecture, deep workflow orchestration and an open ecosystem specifically designed for MSPs and IT teams.
“MSPs and IT departments don’t need more complexity. They need platforms that create leverage,” said Nick Heddy, President and Chief Commerce Officer at Pax8.
“ConnectWise gives the channel a common foundation to scale smarter, operationalize AI and more quickly step into the Predictive IT era.”
What the ConnectWise Platform includes
The new platform integrates:
- PSA and service management
- RMM and endpoint telemetry
- Cybersecurity capabilities
- Agent-based AI and AI assistants
- Workflow automation and orchestration
- Intelligent self-healing and remediation
- Operational intelligence
- Third-party provider integrations
The result is a true “System of Action” for MSPs and IT teams where data, workflows, automation, AI and ecosystem integrations work together in a cohesive operational platform.
“MSPs don’t need more isolated tools,” said David Raissipour, product and technology lead at ConnectWise.
“They need an intelligent operational layer that can coordinate actions, automate execution and continuously improve operations. That is the foundation of Predictive IT and the future we are building.”
Available late June
ConnectWise announced the platform will be generally available in late June, offering MSPs and IT teams a new opportunity to leave reactive practices behind and step into the Predictive IT era.
About ConnectWise
ConnectWise is used by more than 100,000 IT providers worldwide. The platform combines PSA, RMM, cybersecurity and data protection with predictive intelligence to help partners work more efficiently and manage complexity at scale.
Through intelligent automation and an open integration ecosystem, ConnectWise enables service providers to proactively manage, protect and support their customers with greater speed, precision and security. For more than 40 years, the company has helped partners grow their businesses by simplifying operations, improving service delivery and creating scalable business models.