Guiding Your AI Journey: Essential Questions Every MSP Should Ask Clients

AI is the next big thing in IT services for the SMB market. Managed Service Providers (MSPs) play a pivotal role in helping businesses navigate new technologies. However, many MSPs are still formulating their strategies on how best to incorporate AI into their service offerings. To address this, it’s crucial for MSPs to understand and align with their clients’ AI policies and strategies. This alignment will not only enhance service delivery but also ensure legal compliance and operational success. Here, we explore three essential questions that every MSP should ask their clients, providing a roadmap for a strategic and legally sound approach to AI integration.

Question 1: What is your policy regarding AI in your organization?

Discussion: AI policies within organizations typically fall into two categories: restrictive and permissive. A restrictive AI policy indicates a company’s cautious approach due to concerns about intellectual property, compliance, data privacy, and reputational risks. On the other hand, a permissive policy reflects an openness to integrating AI technologies, focusing on ethical usage, legal compliance, and protecting intellectual property while harnessing AI’s potential. By asking this question, the MSP opens the door to providing additional services regardless of the answer while coming across as the trusted IT advisor.

Legal Insight: For MSPs, understanding the client’s AI policy is fundamental. This insight guides the recommendation of specific policy to recommend, tailored to either restrictive or permissive approaches. It is crucial that these policies are well-documented and clearly articulated in any contractual agreement to ensure both parties’ expectations and obligations are aligned.  Monjur’s AI library contains both restrictive and permissive policy templates that can be customized for each client.

Question 2: What is your strategy to implement this AI policy?

Discussion: The implementation strategies vary significantly based on the type of AI policy adopted:

• For restrictive policy clients: The strategy should focus on creating and disseminating a comprehensive AI usage policy, setting up robust IT security measures to block unauthorized AI applications, and establishing rigorous monitoring to enforce compliance.
• For permissive policy clients: The strategy should lean towards embracing AI through measures like Acceptable Use Policies (AUP) for AI, readiness assessments, AI-specific workshops, and the integration of AI tools such as AI co-pilots and customer service and sales chatbots and virtual voice assistants.

Legal Insight: MSPs must ensure that these strategic plans are reflected in the service agreements. This includes detailed descriptions of services, performance metrics, and compliance obligations. Monjur assists MSPs in drafting these agreements to reflect the chosen strategic direction, ensuring clarity and legal enforceability.  By asking this question, the MSP provides opens the door to providing a roadmap to help each customer achieve their goals.

Question 3: What is your plan to bring this strategy to life in terms of tools, processes, and people?

Discussion: Implementing an AI strategy requires a detailed plan that addresses the necessary tools, optimized processes, and the involvement of skilled personnel. Whether it’s selecting the right AI technologies, designing seamless integration processes, or training staff to utilize these tools effectively, each aspect plays a critical role in the successful deployment of AI solutions.  By asking this question, the MSP uncovers the need for ongoing managed services that can be provided under long-term recurring revenue contracts.

Legal Insight: Documenting these plans in Managed AI service contracts is essential. Monjur provides Service Attachments that detail every aspect of the implementation, from the scope of services to specific responsibilities and deliverables, safeguarding both the MSP and their clients legally as they navigate the complexities of AI integration.

AI presents both significant opportunities and challenges. By asking these essential questions, MSPs can position themselves as strategic advisors who not only understand the technical landscape but also appreciate the legal implications of AI integration. This approach not only builds trust but also ensures a successful and compliant AI implementation.  By leading with AI in your customer and prospect conversations, you will differentiate your business from other MSP’s who will continue to lead with a cyber-security and responsiveness positioning.

Are you ready to guide your clients through their AI journey with confidence and legal assurance? Contact Monjur today for expert guidance and access to specialized contract templates designed for the AI era. Let us help you build a robust, compliant, and strategic AI service offering. Click here to schedule a demo.