The MSPs growing fastest right now aren’t just hiring more people. They’re finding ways to handle more tickets, more clients, and more complexity without adding payroll.

AI can help, but only if it’s used the right way. This isn’t about buying the latest tool or handing everything over to automation. It’s about building the right capabilities, in the right order.

In this session, Matt Linn walks through four clear stages of AI service desk maturity. You’ll see what each stage looks like in real MSP environments, why starting with assistive AI before moving to agentic AI matters, and where teams get stuck when they skip steps.

This roadmap works no matter what tools you use today. You’ll leave knowing where your service desk stands right now, what to focus on next, and how to use AI to handle more work, respond faster, and improve the experience for both clients and technicians, without burning out your team or hiring ahead of revenue.

• The four stages of AI service desk maturity and why the order matters
• The difference between assistive AI and agentic AI, and when each one makes sense
• How to tell where your service desk is today on the roadmap
• Quick wins you can apply at each stage without replacing your current tools
• How MSPs are increasing capacity without adding headcount