MSP Automation: Complete Guide for 2025 | WisePay
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Managed service providers (MSPs) facilitate business operations for their clients, in turn making life easier for their clients and all other stakeholders impacted by better efficiency. Because their services are so far-reaching, MSPs need to be on the cutting edge of technological advancement, looking for every chance to optimize practices.
Artificial intelligence (AI) and machine learning (ML) power MSP automation, supercharging MSP offerings and making their (and their clients’) businesses run as smoothly and effectively as possible. According to MIT, one of the biggest innovations in AI technology in 2025 will be the capacity for more complex tasks.
Below, we’ll explain how MSPs should leverage this exciting technology in 2025 and beyond.
What is MSP automation?
MSP automation is an approach to service delivery that leverages technology to make MSP tasks operate automatically. Automated processes can kick into action at regular intervals, or they can be triggered by specific events MSPs or their clients decide.
In any case, MSP automation seeks to minimize the amount of human labor and oversight needed, especially in the most repetitive or time-intensive tasks.
Some key processes to consider automating for MSPs include patch management, system monitoring, and reporting on daily or other regular scans. Automating these and other routine tasks gets them done faster and better at lower overall costs.
Let’s take a closer look at some critical areas where MSPs can leverage automation.
Remote monitoring and management (RMM)
Remote monitoring and management (RMM) software leverages remote access to enable robust visibility and control over information technology (IT) infrastructure anywhere in the world. MSPs can quickly and easily scan for and identify issues without needing to be on-premise or otherwise close in proximity to client systems.
RMM empowers MSPs to offer seamless security and operations support across varied IT environments. However, it does have some built-in risk factors. In 2024, cybercriminals increased their use of RMM platforms to attack organizations. This is why using the best tools from trusted providers is key.
Professional services automation (PSA)
Professional services automation (PSA) takes the promise of the MSP business model one step further. On the client side, outsourcing an operation to a third party is exponentially more helpful when that third party can also automate the task.
Some key areas where MSPs leverage PSA include:
- Ticketing: Create, process, and resolve tickets and work orders efficiently.
- Job scheduling: Manage resource allocation and task delegation effectively.
- Workflow automation: Conduct project management seamlessly.
This MSP automation software maximizes the efficiency MSPs provide to clients, freeing up higher-level resources to dedicate to the most mission-critical tasks.
Automated invoicing and payments
MSPs can also add value to financial operations through automated invoicing and automated payments. Automation facilitates invoice generation and tracking, simplifying payment collections, ensuring accurate books and accounting data, enhancing cash flow management, and reducing administrative overhead. On the payment side, it enables seamless notification and distribution to avoid costly mistakes.
While these processes may seem like two sides of the same coin—getting paid and making payments, respectively—each requires a distinct and careful approach. A quality solution for one or both elements allows unparalleled visibility and ease. All the difficult parts of tracking and reporting for invoices and/or payments are done automatically, with notice sent to appropriate parties when a human eye is needed.
Self-healing and predictive maintenance
One of the landmark achievements of emerging AI and ML technology is the ability of IT systems to diagnose and treat themselves, including preemptively. Powered by robust data processing and pattern recognition, these tools allow anomaly detection and root cause analysis (RCA) to be conducted with minimal human input—or none at all.
Per one report on AI’s capacity for self-healing, an e-commerce platform reduced its mean time to resolution (MTTR) by 40% by leveraging these advanced technologies.
In the hands of a capable MSP, the value these tools can provide is limitless.
Automated backup and disaster recovery
Backup and disaster recovery are critical to effective incident preparation and management. They allow organizations to keep systems online during and after attacks or other incidents, minimizing costly downtime. Recovering data fully and swiftly is the key to minimizing reputational and other long-term effects.
Automation allows MSPs to optimize these service areas, maximizing security and preparedness while minimizing budgetary concerns. The costs of an effective cyberattack always impede the costs of effective security, and investing in defense is even easier to justify when MSP automation tools make it as efficient as possible.
Advanced reporting and analytics
Closely related to RMM, automated analytics and reporting systems give MSP clients insights into how their systems are operating. This allows for strategic planning and remediation for any identified issues, along with broader future-focused guidance.
Leveraging automation for these tasks allows MSPs to add powerful advisory to their suites at surprisingly low costs. Expanding baseline IT management and technician support to high-level business strategy can make any MSP stand out from the crowd.
Benefits of MSP automation
MSP automation provides the ultimate value to MSPs, their clients, their client’s clients, and so on. First and foremost, it increases efficiency. This means saving time, maximizing productivity, and minimizing costly human errors.
As an added bonus, this protects employees and managers from burnout while insulating organizations from issues outside their control, such as labor shortages.
Another benefit of efficiency is cost savings. Reducing man-hours means greater return on investment (ROI) across labor, technology, and other expenditures. All resources are being allocated and utilized more efficiently, benefiting all parties.
Beyond internal measures, automation also leads to greater customer satisfaction.
The widespread uptake of AI and ML technologies across customer interfaces shows a growing demand for seamless and efficient IT services. MSPs empower their clients to provide a frictionless experience through automation.
This all culminates in automation empowering you to scale your MSP and take on more clients, more effectively, as you grow. Rather than just keeping up with your competition, automation keeps you ahead of the pack with faster, smarter solutions.
Challenges with MSP automation
Despite their many benefits, AI tools may present some challenges that MSPs need to be aware of. For example, there may be roadblocks to integrating AI and ML tools with legacy systems. When working with larger or more mature organizations, MSPs must provide evidence of how newer tools make life easier for all parties.
Closely related to implementation hurdles are the startup costs that come along with any new technology. Installing robust automated invoicing software or RMM may involve steep costs up-front. However, long-term savings will make up the difference sooner rather than later, and MSPs need to show clients why and how.
Staff at a client organization may also resist change in general or these tools in particular. Training and on-call support will help all stakeholders see the benefits and ease the overall transition.
Finally, security and compliance concerns accompany any new technology, especially one as new and rapidly changing as AI. The best solution is to work with a quality provider who facilitates seamless compliance and data privacy.
Best practices for MSP automation
Navigating challenges like the ones detailed above requires adhering to certain best practices for leveraging AI tools. It all starts with careful selection, and choosing the right automation tools for clients’ needs.
Assess manual processes to identify repetitive tasks and inefficiencies to automate on a client-by-client basis. And resist the urge to offer the same set of capacities to all clients, regardless of their business model.
For example, clients with large rosters of strategic partners will benefit from automated recurring billing processes. However, features such as RMM or PSA may provide more value for clients with concentrated vendor and/or client lists.
Of course, consistent improvement and optimization remain crucial. This means monitoring workflows and proactively seeking out ways to adjust them if needed.
Perhaps most importantly, automation tools need to be aligned with business objectives—the MSP’s and its clients’. Instead of using automation for its own sake, they should target specific needs and areas where automation is the most appropriate tool for the job.
2025 MSP automation trends
Beyond following consensus best practices, it’s also important for MSPs to stay abreast of emerging trends in automation, AI, ML, and related technologies.
Some trends to be aware of in 2025 and beyond include:
- Greater complexity in AI and ML systems, with a focus on self-healing
- Edge computing and integration with Internet of Things (IoT) technology
- Blockchain and cybersecurity automation countering advanced threats
- Robotic process automation (RPA) covering a wider variety of services
Staying current with or ahead of these trends allows MSPs to avoid surprises, help their clients make informed decisions about which technologies are worth investing in (and why), and prepare clients for growth—and grow alongside them.
Ready to implement automation at your MSP?
MSP automation has the potential to supercharge service quality and efficacy by removing human errors and maximizing operational efficiency across the areas you oversee for your clients. Taking action swiftly and consistently will future-proof your business and help you prepare for rapid, sustainable growth in 2025 and beyond.
WisePay helps MSPs maximize the value they provide to clients by smartly selecting, implementing, and managing the most powerful automation tools available.
