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Your AI practice, built and run for you

AIMS is IT By Design’s bundled monthly subscription that gives MSPs everything they need to operationalize AI.
Agents, platforms, strategy, training, and community, all in one program.
Talk to an AI Expert

What Is AIMS

Reinvent how your business delivers with AI

The AIMS EngineRunning
Disconnected AI & tooling
Copilots
Automation
PSA
Service Desk
AIMS Orchestration Layer
Built · Maintained · Measured
In production 8agents / yr
Quarterly builds One monthly investment

Every MSP is experimenting with AI. Few are running it. Copilots get tested. Automation gets built. Then they sit disconnected from the PSA, the service desk, and the back office.

The gap is consistent: no engineering capacity to build and maintain automation, no strategy tied to outcomes, no way to measure returns.

AI Managed Services closes that gap. It’s an ongoing AI partnership for MSPs that want continuous AI development without managing it internally. Every quarter, new agents are built, existing systems are optimized, and your AI roadmap moves forward, all under one predictable monthly investment.

ITBD builds your agents, maintains your tools, tracks your ROI, and keeps your roadmap moving. The outcomes are yours. The operational work is ours.

What’s Included

Everything you need to move from readiness to value

AI Managed Services covers four pillars of delivery. They work as a coordinated program, not separate services bolted together.
01

AI Agents

Production-ready agents from ITBD's growing library. Two deployed per quarter, built and maintained inside the client's environment. Clients always choose from the latest available agents.

02

Platforms & Tools

AI Training Portal, AIML Assessment Platform, TeamGPS Talent OS, and the AIMS ROI Dashboard, all included.

03

Community & Events

4x AI Accelerator Golden Tickets, Build IT LIVE VIP experience, curated peer group, and weekly innovation calls.

04

Success & Strategy

Dedicated AI Success Manager plus quarterly strategy sessions with ITBD leadership for roadmap alignment.

AI Agents

AI agents that orchestrate and automate complex MSP workflows

AI Managed Services members receive eight production-ready AI agents per year, two per quarter. Each agent is chosen from ITBD’s growing library by the client, built inside your environment, and deployed with up to 25 hours of implementation support included. You always select from the latest available agents, not a fixed catalog. 

These aren’t proof-of-concept builds. They’re agents designed for MSP workflows: ticket triage, dispatch, routing, client communication, sentiment detection, SLA tracking. Built to run, not to impress a demo audience. 

01

Ticket triage and intelligent routing

02

Dispatch automation and sentiment detection

03

SLA monitoring and escalation triggers

04

Client communication and follow-up automation

AIMS members receive 25% off any additional custom agent builds beyond the eight included per year.

Platforms and Tools

The infrastructure behind your AI practice

Running an AI practice takes more than agents. You need tools to assess readiness, train your team, track performance, and plan your workforce. AI-managed services include all of it.

Role-based AI training for your team and clients. Keeps your people current as technology evolves.

Maps your AI maturity and generates a prioritized roadmap. Updated as your program matures.

Workforce planning built for the AI era. Tracks utilization, capacity, and team performance.

Live tracking of hours saved, hires avoided, and agent performance. Keeps leadership accountable to real outcomes.

Community and Events

You’re not building this alone

The MSPs getting the best results with AI aren’t figuring it out in isolation. They’re learning from peers a few steps ahead, sharing what’s working, and staying close to what’s coming next. AI Managed Services gets you into that group.
01

4x AI Accelerator Golden Tickets per year ($10,000 standalone value)

02

Build IT LIVE VIP Experience, ITBD's annual conference

03

Curated peer group with weekly innovation calls

How It Works

From onboarding to your first agent

AIMS follows a structured onboarding and delivery process. The first 30 days establish the foundation. Every quarter after that builds on it.
Step
1
Discover
Scope the highest-leverage workflow. Map data, owners, and define the human-in-the-loop boundary.
Step
2
Build
Engineer the AI agent inside your stack with connectors, prompts, evaluation harnesses, and guardrails.
Step
3
Validate
Shadow-run against real tickets, then fine-tune for accuracy, escalation thresholds, and SLA alignment.
Step
4
Ship
Roll out into production with monitoring, a rollback path, and team enablement for smooth adoption.
Step
5
Operate
Monitor through a live operations dashboard with monthly strategy reviews and continuous optimization.

Engagement Model

Built on a Foundation of Shared Accountability

ITBD handles all the labor: agent build, deployment, maintenance, strategy, and platform management. There are four areas where the client is responsible for procuring and funding the third-party tools required for agents to run in your environment.

What We Own

Agent build and deployment

Ongoing agent maintenance

Strategy and roadmap management

Platform setup and management

What You Own

Voice AI platforms (e.g. ElevenLabs)

RMM and PSA platform access

Third-party AI API licenses (OpenAI, Anthropic)

Cloud hosting and deployment infrastructure

Tool procurement is the client’s responsibility and directly impacts the delivery timeline. Delays in procuring required tools delay agent go-live. ITBD sets these expectations clearly at onboarding.

Service Levels and Success Cadence

Defined Response For Continuous Accountability

Every AIMS engagement runs on defined service levels and a structured success cadence. You know exactly what to expect when something needs attention, and what happens between issues to keep the program on track.

Service level agreements

P1 Agent Down

P2 Degraded Performance

P3 Optimization Request

P4 General Inquiry

Response 2 business hours
Resolution 8 business hours
Response urgency

The success cadence

Check-in call during new agent deployments to confirm rollout and address any issues in real time.

60-minute review covering the ROI Dashboard, agent health assessment, and priorities for the next month.

60-minute strategy session with ITBD leadership for roadmap alignment and next agent planning.

Live AIMS ROI Dashboard tracking hours saved, hires avoided, margin impact, and agent performance.

ENTERPRISE TRUST

Trusted by Growth-Focused MSPs

40%
Manual Workflows automated

30%
Lower Dispatch Cost

50%
Faster Resolution

SOC 2
Type II Certified

900+
Engineers

Trusted by 400+
Growth-Stage MSPs

We've been doing a lot of AI services for the past three years. The experience brought structure and best practices.

Ahmad Mehmood
Founder & CEO
in

AI is evolving fast. It’s critical for peers to bring back ideas that actually work.

Bill McLaughlin
CEO
in

Everything we’ve done has been high quality, with the right people and content.

Habib Malik
CEO
in

AI innovation must be paired with strong governance and security.

Sarin Regmi
CTO
in

40% of our workflows automated. – That's real AI impact.

Sean Francis
CEO
in

The AI Accelerator sessions were practical and to the point. I left with a better framework for thinking about AI and a few things I can put to work right away.

Steven B. Plumlee
Certified CIO
in

Ready to Operationalize AI Inside Your MSP?

Talk to our AI team about where you are today and what AI By Design can look like for your business.
Talk to an AI Expert

FAQs

Common questions about AIMS
What exactly is AIMS?
AIMS (AI Managed Services) is ITBD’s bundled monthly subscription for MSPs. It combines production-ready AI agents, platforms, dedicated strategy support, and peer community into a single managed program. ITBD builds it, runs it, and keeps it producing results.
How quickly does my first agent go live?
Your first agent goes live within a few weeks of onboarding. Each quarter after that, you receive two additional production-ready agent, for eight per year total.
Who selects which agents we get?
You do. During onboarding, your AI Success Manager reviews your workflows and recommends agents from ITBD’s latest available library. You make the final call based on where you’ll see the most impact.
What if we need more than eight agents per year?
AIMS members receive 25% off custom agent builds beyond the eight included annually. Additional builds are scoped and priced separately.
What tools and platforms are included?
The AI Training Portal, AIML Assessment Platform, TeamGPS Talent OS, and the AIMS ROI Dashboard are all included. No separate licensing required.
How does AIMS differ from AI Professional Services?
AI Professional Services is project-based: strategy, build, and implementation for a specific AI initiative. AIMS is a managed subscription: ongoing agents, platforms, strategy support, and community in one program. Many MSPs start with Professional Services and move into AIMS as they’re ready to scale.

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