News Summary

• AI is breaking the link between effort, cost and value that technology services have relied on for decades.
• The old pricing model equated more hours with higher cost and, in theory, greater value.
• Today, AI is enabling organizations to move from reactive support to self-healing operations.
• The challenges of identifying the right AI use cases are coming up in conversation after conversation with CXOs and increasingly with business leaders beyond IT, the authors say.
• They believe hybrid models have the greatest potential to become the preferred commercial model for AI-enabled managed services.