ConnectWise is making a substantial change to the way it wants customers to interact with its software stack.
This week, the company unveiled the ConnectWise Platform, a new environment that pulls together PSA, RMM, cybersecurity, automation, orchestration, agentic AI, and third-party integrations.
ConnectWise introduces its Predictive IT platform
The launch sits within a larger Predictive IT initiative, with the goal of spending less time chasing tickets and routine operational work and more time preventing issues before they become service requests.
Now, on the surface, this looks like another vendor talking about AI. And another platform. Underneath, though, there’s a much bigger product story here.
Anyone who’s followed ConnectWise over the past few years has heard plenty about Asio. It was a major focus for the company, serving as the cloud platform meant to unify its growing portfolio of products.
Now ConnectWise is flipping the script a bit. The new platform comes from a multi-year effort to rebuild the underlying architecture itself, with AI, automation, and orchestration built into the core rather than added later.
Why the platform rebuild matters for MSPs
ConnectWise CEO Manny Rivelo framed the launch as a fundamental change in how managed services software operates.
“Managed services is entering a completely new era,” Rivelo said. “For decades, MSPs and IT teams have been forced to scale through labor-intensive operations and disconnected systems. ConnectWise is fundamentally changing that operating model. We are building the first purpose-built MSP System of Action integrating PSA, RMM, workflow orchestration, security, automation, native agentic AI, and an open ecosystem into one intelligent platform designed to help MSPs move from reactive support to Predictive Intelligence.”
ConnectWise positions the platform as a system of action
ConnectWise keeps returning to the phrase “System of Action,” its way of describing a platform that does more than collect information and maintain records.
The idea is to have workflows, automation, security, remediation, and AI working together in the same environment, so the platform can help drive operational work rather than simply documenting it.
According to ConnectWise, the platform brings together service operations, endpoint management, cybersecurity, workflow automation, operational intelligence, and third-party integrations into a single, simple layer.
AI automation targets ticket volume and repeat issues
ConnectWise isn’t claiming fully autonomous IT is right around the corner – the company’s short-term focus is on helping customers get more juice out of AI through copilots, automation, orchestration, and workflow intelligence.
To back this up, ConnectWise released benchmark modelling based on a representative MSP with roughly $3 million in annual managed services revenue.
According to the research, AI-driven automation could cut ticket handling time by 45%, reduce ticket volume by 30% to 40%, and resolve 80% to 90% of recurring issues.
The numbers come from ConnectWise’s own modeling, not independent analysis, but they reflect where a good chunk of the market is headed right now: less manual ticket work, more automation handling routine tasks, and fewer recurring problems landing back on the service desk.
A foundation foray
What’s interesting here is that ConnectWise spent almost as much time talking about the foundation as it did the AI itself.
Plenty of vendors have rolled out copilots, assistants, and automation features over the past couple of years.
ConnectWise’s argument is that those capabilities only get you so far if they’re built on disconnected systems. That’s a big reason the company chose to rebuild the platform rather than keep layering new functionality onto the old one.
“MSPs don’t need more disconnected tools,” said David Raissipour, chief product and technology officer, ConnectWise. “They need an intelligent operational layer capable of coordinating action, automating execution, and continuously improving operations across their entire business. That is the foundation for Predictive IT, and the future ConnectWise is building.”
General availability for the ConnectWise Platform is scheduled for the end of June.
As organizations push deeper into automation and AI, the underlying systems are getting a lot more attention. BitTitan recently identified identity infrastructure as a major stumbling block in Microsoft 365 migrations, arguing that years of accumulated complexity can cause problems if the foundation isn’t cleaned up first.