Does your dealership understand what it takes to catch the managed services wave?
Managed IT services, check! Cybersecurity services, check! Time to chill. Not so fast! Sorry to be the bearer of bad news, but just when you thought you had it all sorted, the next challenge awaits you.
Generally speaking, 2009–2020 belonged to managed print services (MPS). Estimates credit approximately one-third of office equipment providers adopting MPS in 2009. In 2020, the market research firm IDC noted a significant shift in demand toward software-as-a-service (SaaS), with a subsequent impact on existing IT departments. Around the same time, the latest buzzword was coined: managed IT services.
Cybersecurity & AI
Hand in hand with that, and most visibly during COVID-19, cybersecurity stepped into the limelight. Fast forward to 2024. All we want from our trusted dealers is the above and more, namely artificial intelligence.
How We Got from A to B
Let’s be honest: As long as “box-shifting” brought enough money, dealers weren’t necessarily jumping on anything “managed.” Managed print services had a rough first couple of years, and mainly dealerships with a vision understood that their future would, sooner rather than later, rely on a strong services offering. The copier became an MFP, and the MFP became, in many cases, software, and so on.
Adopting MPS largely happened with great support from some leading OEMs and internal service experts who understood the technology and stepped up to take the lead; talent was hired, and all was good.
Adopting managed IT services was a bit tougher. Not all MPS technical teams had enough experience handling the IT side of a business. Cloud, multicloud, CRMs, ERPs, managed servers, and so on sounded familiar but required specialist expertise. Upskilling was one option, but not everyone could manage the steep learning curve; new talent was hard to find. Mergers, acquisitions, and partnerships (including white-labeled services) were the go-to solutions for many.
Adopting cybersecurity was the next big challenge, and in the majority of cases, partnering was the only way forward. Cybersecurity—and security, in general—has always been a different beast.
AI’s Role in Managed Services
AI is poised to revolutionize the managed services landscape, offering new opportunities for efficiency, proactive maintenance, and enhanced security.
In managed print services, AI can:
- Predict device failures and initiate proactive maintenance.
- Optimize print fleets based on usage patterns and cost analysis.
- Automate supplies replenishment and billing processes.
- Enhance document security through intelligent threat detection.
For managed IT services, AI can:
- Monitor and analyze network traffic to identify anomalies and potential issues.
- Automate routine tasks such as patch management and system updates.
- Provide intelligent troubleshooting and support through chatbots and virtual assistants.
- Optimize resource allocation and capacity planning based on predictive analytics.
In managed cybersecurity services, AI plays a crucial role:
- Detecting and responding to cyber threats in real-time through machine learning algorithms.
- Analyzing vast amounts of security data to identify patterns and potential vulnerabilities.
- Automating incident response and remediation processes.
- Continuously adapting to new threats and attack vectors through self-learning models.
The Challenges and the Cure
While AI offers immense potential, it also presents challenges. Poorly implemented AI can lead to sloppy work habits, such as failing to fact-check results or accidentally sharing confidential information. AI can also be a security risk, with techniques like data poisoning and prompt injection attacks.
To effectively harness the power of AI, organizations must:
- Educate their workforce on AI’s capabilities, limitations, and best practices.
- Establish clear policies and guidelines for AI usage.
- Work with AI specialists to identify areas where AI can drive value.
- Implement robust security measures to protect against AI-specific threats.
- Continuously monitor and refine their AI implementations.
By proactively addressing these challenges and embracing AI’s potential, managed services providers can stay ahead of the curve and deliver unparalleled value to their customers.
Please take a moment to ingest and digest what’s coming your way—chilling has to wait a bit.
