Cynomi has released a new industry report titled “What MSPs Are Actually Asking About AI”, which examines common questions about AI among managed service providers (MSPs) and cybersecurity firms. Rather than relying on traditional surveys or analyst predictions, the report is based on real discussions within the community.
The analysis draws on conversations from platforms such as Reddit, AlsoAsked, and similar sources, covering the period from May 2025 to May 2026. It highlights the most frequently discussed AI-related questions within the managed services sector.
A key theme in the report is the way AI is influencing the MSP value proposition. Automation of routine tasks is encouraging clients to look for providers who can offer expertise in areas such as AI governance, risk management, and strategy. At the same time, MSPs that integrate AI into their own operations report efficiency gains compared with those relying more heavily on manual processes.
The report identifies five recurring questions commonly seen in public discussions and research trends:
- How to decline client AI requests in a way that maintains relationships
- Concerns about clients unintentionally exposing sensitive data through AI tools
- How AI can be used effectively in service desk operations
- Whether Microsoft Copilot is sufficient on its own or should be complemented with alternatives
- Whether AI will replace MSPs or change client expectations
Across these discussions, a general view emerges that AI is not reducing the relevance of MSPs, but is instead shifting their role further towards governance, cybersecurity, and strategic advisory services.
The report also notes that many providers are focusing on supporting safe AI adoption, addressing data security concerns, and identifying use cases that improve operational efficiency, positioning themselves as advisors in increasingly AI-driven environments.
The report additionally includes commentary from industry participants on AI adoption and organisational change. A recurring point is that the pace of client AI adoption is often faster than the development of existing governance frameworks. This gap is seen as creating opportunities for MSPs that provide guidance on risk, compliance, and security.
"What makes this report different is that it reflects what MSPs are actually discussing with their peers, not what vendors think they should be discussing," said David Primor, CEO and Co-Founder of Cynomi. "Across Reddit, AI research platforms, and our own community, we saw the same themes emerge repeatedly. Service providers are no longer asking whether AI matters. They're asking how to govern it, secure it, operationalize it, and turn it into a competitive advantage The competitive threat isn't AI replacing MSPs. It's AI-enabled MSPs outperforming traditional MSPs."
Overall, the perspectives gathered in the report emphasise the growing importance of governance and structured implementation in AI adoption, alongside its increasing use in business operations.
