How AI Is Breaking MSP Pricing.. and What to Do About It
AI is reshaping how MSPs deliver and price their services. As automation reduces ticket time and labor costs, traditional pricing models like hourly, per-user, or fixed-fee are starting to break. This creates both opportunity and danger.
On one hand, AI can boost margins, improve consistency, and let MSPs scale without adding headcount. On the other, it risks devaluing human work and eroding trust if clients see “less effort for the same fee.” The real challenge is how to align pricing with outcomes, not time.
This session explores how AI changes the MSP cost structure, which pricing models can adapt, and how to frame value so clients see AI as an enhancement, not a reason for a discount.
Transforming Service Delivery at the University of Cambridge: A people-first journey empowered by process and platform
Discover how the University of Cambridge reimagined IT service delivery across a complex, federated environment. Learn how a people-first approach, empowered by process excellence and a modern ITSM platform, improved data visibility and reporting while enabling teams to take ownership. We’ll share practical lessons, honest reflections, and how working with the right partner is helping us plan the next steps in our transformation journey.
Increase Revenue and Efficiency with Asset Intelligence: How Total Visibility can lead to business transformation
MSPs must scale efficiently to protect margins, yet fragmented visibility across customer environments continues to increase revenue streams, operational risk, and unnecessary manual effort. This session shows how Lansweeper’s asset intelligence equips MSPs with accurate, automated data to transform operations—streamlining onboarding, aligning billing to actual usage, strengthening SLAs with reliable inventory insights, enabling proactive service, and delivering audit‑ready reporting for QBRs. A practical example will demonstrate how total visibility inside ITSM workflows eliminates ticket back‑and‑forth, speeds resolution, and directly improves SLA performance and customer retention.
We Finally Figured Out Why Some Teams Never Get Better
Every enterprise wants high-performing teams—but few can define what that means in measurable terms. In this keynote, Rik Farenhorst introduces the Team Performance Model (TPM), a research-backed framework built from a decade of data across hundreds of teams. Rik unpacks the 12 dimensions that truly drive team performance—linking behaviors, capabilities, and business outcomes in a way leaders and coaches can act on immediately. He explains why performance often plateaus despite years of Agile and DevOps investment, and how TPM helps organizations achieve faster, more predictable, and sustainable improvement—even as they shift toward agentic, AI-augmented ways of working.
Reality Check: Today’s Buyer Isn’t Who You Think - AI Agents Are Here
As an MSP, you’ve invested years understanding today’s buyer, but the game is changing - again. Customers are already using AI agents to research, compare, and make decisions, often before you even engage. Drawing on my experience with partners, clients, and our own secret shopping research, I’ll reveal how agentic buyers are reshaping the sales process. Learn practical strategies to optimize your offers, data, and customer experience for AI-native consumers. Discover how to future-proof your go-to-market approach and stay ahead as the buyer’s journey transforms - again. Don’t get left behind designing for yesterday’s buyer.
The M&A market for MSPs: how to maximise and ensure your exit value
The Presentation will summarise current market conditions and the appetite for acquiring UK MSPs. It will identify and explain the main drivers of value along with must be corrected or avoided to ensure the best valuation and deal structure. It will highlight what is necessary to ensure the process runs smoothly and the transaction completes with the minimum of fuss and in the shortest time.
The MSP Owner’s Risk Checklist: How Not To Lose Your House, Your Claim Or Your Deal
Your clients might survive a breach. Will you? As AI sharpens attacks and insurers get tougher, we’ll expose the risk inside your MSP and share 20 practical moves underwriters we work with through Assurix actually reward with smoother renewals, better premiums and stronger exit value.
AI Services Unboxed: How MSPs Can Productise, Scale, and Win
AI isn’t just a buzzword. It is a business model. This session shows MSPs how to turn AI expertise into scalable, repeatable services that drive real growth. Learn a proven framework for packaging AI offerings, from assessment to deployment and ongoing adoption, ensuring consistent client results. See how leading MSPs have successfully enabled AI for customers, unlocking new revenue streams and competitive advantage. Walk away with actionable strategies to build, deliver, and scale your own AI practice. No matter where you’re starting.
State of the Channel 2026
Now in its 13th year, the State of the Channel is a flagship global study offering deep insights into the IT channel. This session focuses on UK & Ireland ITSPs/MSPs, highlighting fresh 2026 data (publishing late March) on channel sentiment, future outlook, and key challenges. We’ll explore the impact of AI and automation, evolving vendor and customer relationships, and emerging business models. Attendees will gain actionable intelligence on growth strategies and ecosystem collaboration to stay competitive in a rapidly changing market.
A Blueprint for Moving from Ticket-Centric to Autonomous Operations
For years, the IT service desk has been structured around the ticket. Incidents, requests, and alerts all flow into queues, where analysts triage, route, diagnose, and resolve. But as environments become more complex and user expectations rise, ticket-centric operations are reaching a breaking point.
It’s time to flip the model.
Most AI and automation tools on the market today focus on speeding up ticket handling, but still assume the ticket is the core unit of work. In this session, we’ll explore how putting AI and automations in front of legacy ticketing tools are reshaping the future of IT. Rather than starting with a ticket, modern IT operations start with AI-driven detection, reasoning, and action and escalate into a traditional manual workflow only when human judgment is truly required.
If your team is overwhelmed with alerts, stretched thin by repetitive tasks, or struggling to meet user expectations, this session will give you a realistic, tactical look at how to build an automation-first foundation and make tickets the exception rather than the rule.