Strategy, automation, and AI services built for how MSPs actually operate. From professional services to dedicated AI engineers to executive training, everything is designed to help MSPs operationalize AI with structure, not just experiment with it.
WHY AI FOR MSPs
Most MSPs are already experimenting with AI in some form. The problem isn’t awareness. It’s getting AI out of the pilot stage and into your actual operations, running inside your PSA, your RMM, your service desk, with governance and measurable results attached.
Most initiatives stall for the same reasons: no clear strategy, no one to own the build, and no way to track whether it’s producing returns. AI By Design exists to fix that. It’s a complete AI practice built for MSPs, combining assessment, professional services, dedicated engineering, purpose-built agents, and managed AI services. Whether you’re starting from scratch or stuck at the proof-of-concept stage, we build from where you are.
AI By Design is not a product you buy. It's not a single platform. It's a practice that combines strategy, engineering, automation, and education to help MSPs operationalize AI across their business. Everything is built for MSP workflows, MSP tools, and MSP economics.
WHAT AI BY DESIGN DELIVERS
Each service line addresses a different part of the AI journey, from strategy and build to ongoing engineering support to leadership development. They work independently or together depending on where you are and what you need.
ASSESSMENT AND ROADMAP
Before you invest in AI, you need an honest picture of where your MSP actually is. ITBD’s AI Assessment and Roadmap is a structured diagnostic that evaluates your environment, tools, workflows, data posture, and AI maturity.
Your environment, tools, workflows, data posture, and current AI maturity levels are assessed across your entire operation.
The highest-impact AI opportunities specific to your MSP - ranked by ROI potential, implementation complexity, and operational readiness.
A step-by-step 90-day roadmap for safe, profitable AI adoption. Built for your business, not a generic template.
The Assessment and Roadmap is where most MSPs should start. It removes the guesswork, identifies where AI creates real financial impact, and gives your leadership team a shared plan before any build begins.
AI Agents as a Service
Auto-routes incoming tickets to the right engineer based on skill, SLA, and availability.
Generates client QBR reports with usage, risk, and growth signals pulled from your stack.
Surfaces unbilled time, missing assets, and contract drift before they hit your margins.
Reviews tickets and engineer notes against quality standards. Flags coaching moments.
Answers prospect questions on your site in real time and qualifies leads into the pipeline.
Bespoke agents built for your workflows triage, routing, sentiment, SLA follow-ups.
AI OPERATING SYSTEM
One platform that unifies your business data, orchestrates AI agents and automates work across your entire operation.
Unified Data Across Your Tech Stack
Natural-Language Queries, Instant Answers
AI-Driven Business Insights
Cross-Platform Automation, Zero Manual Handoffs
Agentic Execution, Governed and Secure
Multi-Tenant, Built for Your MSP and Your Clients
The IT By Design AI Operating System connects the systems that run your business, including your PSA, CRM, finance, documentation, communications and cloud platforms, into a single intelligent data layer.
AI PROFESSIONAL SERVICES
AI Professional Services is the consulting arm of AI By Design. It covers four disciplines, each designed to address a specific layer of how AI gets operationalized inside an MSP.
Hands-on automation across ConnectWise, HaloPSA, Rewst, and other PSA and RMM platforms. Manual processes eliminated. Governance built in.
AI Professional Services engagements range from targeted automation projects to full AI practice development depending on where you are in your AI journey and what outcomes you're trying to achieve.
AI Managed Services
Managed AI Services is an ongoing AI partnership designed 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.
Managed AI Services isn't a retainer for advice. It's active engineering, active deployment, and active optimization, every month, without you needing to manage the process.
AI DEDICATED ENGINEERS
Building AI solutions is one thing. Maintaining, optimizing, and expanding them over time is another. AI Dedicated Engineers give MSPs ongoing AI engineering capacity without the cost and complexity of hiring and retaining AI talent internally.
AI agents, automations, and integrations developed inside your environment to your specifications.
Ongoing monitoring, updates, and refinements as tools, workflows, and requirements evolve.
Expand AI coverage into new areas of your MSP as maturity and impact grow.
This isn't project-based AI support that disappears after delivery. It's dedicated, ongoing engineering capacity that keeps your AI investment productive over time.
SECURITY AND GOVERNANCE
AI inside MSP operations touches client data, ticketing systems, and security environments. Governance isn’t optional. Every AI solution built through AI By Design operates within ITBD’s enterprise-grade security and compliance framework.
All AI engineering work happens from ITBD-owned offices. No work-from-home access to client environments.
Audited security controls, access governance, and documented operational procedures across every engagement.
Data handling, automation boundaries, access control, and accountability documented before anything ships.
Every solution defines where the agent runs autonomously and where a human reviews before action.
WHY MSPS CHOOSE US
Most AI vendors don’t understand MSP operations. They build for enterprise IT or generic SMB workflows, and expect you to make it fit.
AI By Design is built differently, by people who ran MSPs before they built AI solutions for them. That experience is in every decision: which workflows to automate first, how agents integrate with your PSA, where governance matters most, and what actually moves the numbers in an MSP business.
We understand your business model, your tools, and your challenges because we’ve lived them. Solutions are designed for PSA, RMM, and MSP economics from the ground up.
Responsible, compliant, and human-centered design in every solution. AI governance is built into the delivery model, not added as an afterthought.
AI engineering backed by 900+ engineers across ITBD’s global delivery infrastructure. Cost-efficient execution without sacrificing quality or security.
Strategy, build, implementation, ongoing engineering, and executive training all under one partner. No need to stitch together multiple vendors to build an AI practice.
Most AI providers can build you something. Few can build it for MSP workflows, implement it inside your PSA, govern it responsibly, maintain it over time, and train your leadership to make smart AI decisions. That combination is what AI By Design delivers.
BUSINESS IMPACT
AI that stays in the pilot stage costs money without producing returns. AI that gets operationalized changes how your MSP scales financially.
AI automation eliminates repetitive manual processes across dispatch, ticketing, routing, and back-office operations.
Lower dispatch costs, reduced engineering time on routine tasks, and more efficient resource utilization across your operation.
AI-powered triage, routing, and automation accelerate time to resolution and reduce the number of touches per ticket.
Automation that scales without adding headcount at the same rate. More clients, more tickets, and more revenue without proportional cost increases.
AI By Design is not about experimenting with technology. It's about building AI into your operating model so it produces measurable, sustainable financial results as you scale.
ENTERPRISE TRUST
Trying to figure out AI, and how to support our clients, doesn't have to be a solo mission. The ITBD AI Accelerator gave us real, hands-on AI coaches and a community of MSP peers to build alongside, moving us from ideas to execution faster. That clarity and collaboration turned AI complexity into real momentum, and the ongoing support made the difference. I'm genuinely glad we joined.
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AI and automation are the new tech stack - and MSPs who lead now will future-proof their businesses while delivering lasting client value as true thought partners. The ITBD AI Accelerator is expert-led with hands-on AI coaches and backed by a high-caliber MSP peer community, so you move from theory to execution fast and create real outcomes for clients today and long into the future.
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I wasn't sold on AI for my business at first. The ITBD team told me, 'Try one session and decide.' So I did. By the end of that single session, I'd used AI to build a full business plan and live marketing materials, work that used to take my team weeks. Now we're developing an AI-powered service of our own to offer SMB clients.
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We've been doing a lot of AI services for the past three years. The experience brought structure and best practices.
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AI is evolving fast. It's critical for peers to bring back ideas that actually work.
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Everything we've done has been high quality, with the right people and content.
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AI innovation must be paired with strong governance and security.
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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.
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I joined for a jumpstart, even with years already working in AI. What made the difference was sitting alongside MSP leaders who see AI as a real business driver, offering perspectives I hadn't considered. My advice: invest in what AI can do for your customers, not just internally. That's where the value comes from. I came in with high expectations from my work with Sunny, and every one was met.
I wanted a jumpstart, not a solution that wouldn't land with clients. Once I saw ITBD was offering the Accelerator, the ROI was a no-brainer. I started using the prompting methodology on my own LinkedIn and saw a real uptick in engagement. Being in the room with other MSP owners was the biggest value. Don't be too humble to sit where someone knows more than you.
The AI Assessment and Roadmap. It evaluates your current maturity, identifies your highest-impact opportunities, and gives you a 90-day plan before any build begins.
Professional Services covers strategy, build, and implementation for specific AI initiatives. Dedicated Engineers provide ongoing, embedded capacity to maintain, optimize, and expand those solutions over time.
Six production-ready agents: Digital Dispatcher, QBR Intelligence Agent, Revenue Leak Agent, Digital Help Desk Engineer, QA Agent, and Website Voice Agent. We also build custom agents for triage, routing, sentiment analysis, and SLA follow-ups.
An ongoing AI partnership for MSPs. Two custom AI agents per quarter, 6-week execution cycles, an AI Intelligence Dashboard, priority implementation, and monthly strategy alignment sessions.
End-to-end Rewst implementation, workflow design, task automation, configuration, and governance. Embedded into your delivery structure, not deployed as isolated scripts.
No. The Assessment and Roadmap is designed to meet you where you are and build from there.
Yes. Everything is built inside your existing PSA, RMM, and business platforms. No separate systems required.
Every solution includes documented governance covering data handling, access controls, automation boundaries, and accountability. All engineering operates within SOC 2 Type II certified facilities with 100% in-office delivery.
Your MSP retains oversight of all client-facing AI outputs. Our governance framework defines where agents run autonomously and where human review is required, before anything goes into production.
Talk to our AI team. We’ll assess your current maturity, identify the highest-impact opportunities, and recommend the right starting point.