What will the MSP of the future look like as AI takes over more routine IT work? In this episode of Channel Insider: Partner POV, Netrio CEO Mark Clayman joins Victoria Durgin to discuss how artificial intelligence is changing managed services, customer expectations, IT service delivery, and the skills MSPs will need to compete.
Clayman explains how Netrio is building AI into its NetrioNow services delivery platform to automate ticket resolution and support self-service, while also expanding its AI advisory practice to help customers select platforms, establish governance, train employees, and identify practical AI use cases.
The conversation also explores what automation means for MSP employees, why traditional help desk and infrastructure services are increasingly becoming table stakes, and why Clayman believes tomorrow’s MSPs will create more value through IT strategy, industry expertise, and business transformation.
Timestamps: 00:00 – Introduction 01:05 – Meet Netrio CEO Mark Clayman 01:57 – How Netrio has grown through investment and acquisitions 03:05 – Inside the NetrioNow services delivery platform 05:09 – Using AI to automate IT support and ticket resolution 06:23 – Keeping pace with rapidly evolving AI models 08:10 – AI agents begin resolving Level 1 and Level 2 tickets 09:00 – What AI automation means for MSP employees 11:36 – Why Netrio built an AI advisory practice 12:39 – The governance challenge created by employee AI adoption 14:00 – Choosing, deploying and governing enterprise AI 14:18 – Moving from AI deployment to agentic workflows 15:26 – How customer AI demand is changing MSP services 17:12 – Why traditional managed services are becoming table stakes 17:41 – Connecting technical services to business outcomes 19:47 – What the MSP of tomorrow will look like 20:26 – Could AI agents perform 70%–80% of today’s MSP work? 22:33 – Building AI skills across Netrio’s workforce 24:10 – Why vertical expertise is shaping Netrio’s M&A strategy 26:00 – Where to learn more about Netrio