AI, Client Outcomes, and the Future of Managed Services: A Conversation with Jason Hilling

Summary: In this conversation with IT Solutions COO Jason Hilling, he breaks down how AI is used in real operational workflows within a modern MSP. Jason explains how tools like context-aware ticket resolution, sentiment analysis, and AI-assisted intake are reducing manual effort for service teams, improving response times, and enabling more proactive client support, while reinforcing why human expertise, workflow design, and strong security controls remain essential as most MSPs are still early in their AI maturity journey.

🟢 Identify where AI can reduce friction across your IT operations through an AI Readiness Evaluation from IT Solutions.


How has AI changed the way your team delivers managed services compared to where things stood a year or two ago?

Jason: AI has been a bit of a slow burn in the managed services industry. We’ve been paying close attention to how the technology is evolving and where it can create meaningful value—not just for our internal teams, but more importantly for our clients.

Today, we’re using AI in very targeted ways to augment how our analysts and technicians work. For example, AI agents now provide real-time, context-aware suggestions when a client opens a ticket. These tools review the client’s history, similar incidents across our customer base, and known resolutions to surface likely solutions immediately. That significantly speeds up troubleshooting and improves consistency.

We’re also leveraging AI to help analyze contractual scope, distribute workload more intelligently across our service desk, and accelerate reporting and analysis. In every case, the goal is the same: remove friction from service delivery so our teams can spend more time solving problems and engaging with clients at a higher level.

 

When you evaluate your service delivery model, what do you still rely on humans to do that AI can’t replace?

Jason: I love this question. I think IT is a deeply personal aspect of most of our clients’ businesses. Ultimately, IT is the collection of technology and systems that support the client’s own way of working, and an AI system is not really going to be able to replace the human interaction that supports that personalized working environment.

AI helps to take things off the table that distract from that personal engagement with our client — the busy work. By getting the busy work off the table, it provides more time for our people to use their deep skills, their understanding of the client’s operating environment, and their understanding of the personalities involved, to work directly with clients and provide the personalized level of service they expect.

Ultimately, it’s about the human aspect of how we work together and making sure AI becomes another tool in our portfolio to support our client engagement philosophy and the value we want to deliver as a trusted partner.

 

Where do you think the managed service provider market is today in terms of AI maturity?

Jason: I think overall, the MSP market is in its infancy with the usage of this technology. Many providers are still trying to figure out the right way to incorporate AI, and many who jumped in early are struggling to see tangible outputs and benefits.

Part of the reason is that to take advantage of AI, you have to go beyond just deploying the technology. You have to think about how it interacts with workflows and actually change those workflows to benefit from it.

At this point, most MSPs see AI as something that supports analysts and helps make their jobs more streamlined so they can reinvest time in higher-value things—helping organizations with IT strategy, cutting through data, and turning that data into intelligence and insight.

I think most providers will figure it out. It’s a crawl-walk-run journey. At ITS, our approach is pragmatic: we look for opportunities where our teams are spending non-value-added time, use technology to remove that, and allow technicians to pivot into higher-value client engagements. That’s what will separate providers who use AI effectively from those who don’t.

 

Can you share examples where AI has removed friction and noticeably improved client outcomes?

Jason: Absolutely. One is context-aware problem resolution. AI helps surface the most likely fixes for issues based on historical data, increasing first-contact resolution rates and improving accuracy over time.

Another is client sentiment analysis. By analyzing ticket history, communications, and reports, AI can help us identify potential friction in client relationships before it turns into a formal issue. That allows us to be proactive rather than reactive, something clients expect from a trusted partner.

We’re also piloting AI-assisted ticket intake. Often, clients don’t submit all the information needed to resolve an issue efficiently. AI can identify gaps, automatically request missing details, and prepare the ticket so our analysts can begin work immediately. That saves time for both our teams and our clients.

 

How does IT Solutions handle data privacy and security when AI is involved in service delivery?

Jason: The number of AI tools in the market is growing rapidly, and many make compelling promises. But adopting them haphazardly presents risk to both our business and our clients.

Many tools operate in environments where there’s little control over how data is used, including whether it’s used to fine-tune models. Our approach has been to be very cautious in the tools we employ. We work with tools that operate entirely within our local environment, ensure client-centric data segregation, and ensure that data isn’t used for future tuning.

We’ve been very selective to ensure that tools meet security criteria and align with regulatory frameworks such as GDPR. Security will always be at the forefront of how we evolve our AI strategy.

 

How is AI changing the economics of managed services, and how do those gains ultimately get shared with clients?

Jason: There’s a misunderstanding in the market that deploying AI will automate outcomes, grow MSP margins, and that clients won’t see benefits. The reality is different.

MSP environments are highly heterogeneous. Clients bring hundreds of vendors and thousands of technologies, and automating everything isn’t possible today. AI becomes a ride-along technology that augments analysts and frees up time for higher-value work.

It’s not fundamentally changing how MSPs operate to drive massive margin improvements yet. It’s about better outcomes and spending more time with customers. As technology evolves, the economy will change, and both clients and investors will benefit, but we’re not there yet.


 

 

 

 

 

About Jason Hilling

Jason Hilling is the Chief Operating Officer at IT Solutions, where he leads initiatives focused on service delivery excellence, process scalability and maturity, AI, tools and automation, and overall client success. He brings more than 25 years of cybersecurity, managed services, and leadership experience across domestic and international MSP and MSSP environments. Jason has held senior leadership roles at organizations including LevelBlue, NETSCOUT, IBM, and Internet Security Systems, Inc., helping businesses worldwide strengthen security, scale operations, and drive innovation.

IT Solutions Helps Businesses Adopt AI Securely While Empowering Employees in the Workplace

PHILADELPHIA, PA – March 26, 2026 – IT Solutions, a premier managed service provider for organizations across the United States and Canada, is addressing growing demand for secure AI adoption in the workplace while empowering employees to work more efficiently and effectively, with Microsoft 365 Copilot serving as a trusted starting point. 

As businesses rapidly adopt AI, many are facing a growing gap between experimentation and governance. Employees are using AI tools in their daily work, leading to the rise of shadow AI (AI usage without oversight or approval from IT and security departments). While AI presents a significant opportunity to improve productivity, creativity, and decision-making, ungoverned usage can introduce serious risks, including the exposure of sensitive data, erroneous outputs, and compliance challenges. 

IT Solutions is helping organizations close this gap through its AI Readiness Program, which enables secure and structured AI adoption in the workplace. Many organizations begin with Microsoft 365 Copilot, which integrates AI directly into the tools they already use (such as Word, Excel, Outlook, PowerPoint, and Teams) and adheres to the security, permissions, and compliance controls of their Microsoft environment. 

Businesses are eager to see gains from AI, but many are struggling to measure success and implement AI in a secure and controlled way,” said Tyler Sanders, VP of Solutions Enablement at IT Solutions. “Microsoft Copilot is a powerful starting point for many of our clients because it operates within their Microsoft 365 environment, but our focus goes beyond any single tool. We’re helping organizations build a responsible and secure foundation for AI adoption; one that protects sensitive data, empowers employees to accomplish more, and evolves with business needs.

The company’s AI Readiness Program is a structured engagement to prepare organizations for secure and effective AI deployment. The program aligns technical environments, data governance, and workforce adoption strategies through a three-phase model: 

  1. Discovery & Readiness: Evaluate the organization’s technology environment, data access, and overall readiness to identify risks, opportunities, and high-value use cases.  
  2. Security & Data Protection: Implement governance controls, data classification, and security hardening to ensure AI tools access only appropriate, secure, and well-managed information.  
  3. Adoption & Empowerment: Enable employees through training, use-case development, and guided adoption to drive meaningful and measurable outcomes. 

 

IT Solutions’ approach helps organizations avoid costly pitfalls, such as inadvertently providing broad access to regulated data, bank account information, compensation packages, and confidential client information through AI tools. The program also boosts employee engagement and overall return on investment.  

While Microsoft 365 Copilot is a practical, standardized entry point for many organizations, IT Solutions continues to evolve its approach for multi-platform and integrated AI adoption. As businesses seek flexible yet standardized ways to leverage multiple AI tools, IT Solutions combines strategic advisory, technology alignment, and user enablement to help firms build a sustainable and secure foundation for AI. 

🟢 Identify where AI can reduce friction across your IT operations through an AI Readiness Evaluation from IT Solutions.


 

About IT Solutions 

IT Solutions is a leading managed service provider (MSP) serving law firms, healthcare providers, financial services organizations, and other commercial businesses across North America. Since 1994, IT Solutions has been committed to bridging the gap between technology and people—empowering organizations to achieve more through secure, reliable, and strategic IT services. Headquartered near Philadelphia, PA, the company delivers proactive support and tailored solutions across cybersecurity, managed IT, cloud, compliance, AI governance and enablement, and business intelligence. Visit www.itsolutions-inc.com to learn more. 

AI in Cybersecurity: Benefits, Risks & How to Start

Security staff are overwhelmed with alerts, cloud logs, and “what just happened?” moments. Artificial intelligence (AI) and Machine Learning (ML) can analyze mountains of data in real time to tell what matters and accelerate incident response time. But AI is not a silver bullet. This article details how AI functions in contemporary cyber defense, where it beats out the rules, where it can fail, and how to embed it securely with governance. 

 

Book an AI-in-Security Readiness Consult with IT Solutions so that your interests go from imagination to observable results | Contact IT Solutions • Explore our Cybersecurity Services. 

What “AI” in Cybersecurity Really Means

AI/ML processes big sets of security data to catch anomalies, link signals, and automate elements of analysis and response. They complement existing controls, such as SIEM/EDR, by increasing speed, scale, and fidelity when well adjusted and controlled. They do not compensate for them. 

 

Here is an overview of each part of the structure and their roles in cybersecurity:

  • AI: Systems that can perform tasks that require human judgment, such as classification, prediction, and summarization.
  • ML: Algorithms that learn from the past to find patterns (supervised), anomalies (unsupervised), or behavior (reinforcement) based on historical data.
  • Generative AI / LLMs: Models that generate text/code to summarize alerts, draft responses, or design playbooks. Powerful, but sandboxed.
  • Where it plugs in: SIEM/SOAR for correlation & automation, EDR/XDR for endpoint detection/response, UEBA for behavior analysis, and cloud/SaaS posture tools. 

 

Where AI Helps Most (Outcome-focused)

Threat detection:

  • Behavior analytics (UEBA) to detect account takeover, insider threats, and emerging malware techniques. 
  • Phishing, malware families, and command-and-control traffic classification.

Triage & investigation:

  • Signal correlation between EDR/XDR, SIEM, and cloud logs to reduce alert fatigue.
  • Automated enrichment with threat intelligence, asset criticality, and MITRE ATT&CK mapping.
  • Generative AI summarization of lengthy investigations for quick handoffs. 

Response:

  • AI-assisted playbooks will tell you what to do next and automatically contain events that pose low risk with human authorizations. 
  • Ticket updates, user notifications, and evidence collection are automated for greater consistency. 

Value: 

  • Decreased mean time to detect/respond (MTTD/MTTR), fewer missed alerts, better coverage of cloud/SaaS, no more spam, and no need for cybersecurity workers to double down on high-impact effort. 

Do I Really Need AI?

AI significantly improves outcomes as conditions for cyberattacks continue to grow. Alerts are constantly on the rise, and your attack surface is expanding with cloud/SaaS and digital transformation, making faster triage a necessity. Fix your logging, identity, and processes if they are not up to date, because AI amplifies both strengths and weaknesses.

 

What to check first:

  • Data quality: Are SIEM logs complete and time-synced? Is EDR/XDR deployed and healthy on all endpoints/servers?
  • Identity first: Strong MFA, least privilege, and conditional access are baseline.
  • Staffing reality: AI alleviates work, but humans are still needed for oversight, exceptions, and continuous tuning.
  • Measurable goals: Target KPIs (e.g., 30% fewer false positives, 40% faster triage).

AI-Assisted vs Traditional Approaches

Use Case Traditional (Rules/
Signatures)
AI/ML Approach Benefits Risks/
Dependencies
Team Effort Example KPI
Phishing detection Blocklists, sender checks, static rules ML
classification
on content/
headers; URL risk scoring
Catches novel lures; fewer misses Training data quality; evasion by attackers Moderate setup; ongoing tuning % detection of targeted (spear) phish
Malware detection AV signatures, YARA rules Behavioral models, anomaly detection Detects unknown variants; faster Adversarial samples; drift Moderate-
high; test & retrain
Detections of previously unseen families
UEBA (insider/
account takeover)
Manual thresholds Unsupervised baselines per user/entity Early anomaly detection False positives if baselines are poor Ongoing review/
feedback loop
Time to identify compromised accounts
Alert triage Manual correlation AI-driven correlation & summarization Reduced fatigue & faster decisions Over-reliance; blind spots Low-
moderate; SOC feedback
MTTR reduction / analyst tickets per day
Response orchestration Static playbooks AI-assisted playbook suggestions; guarded auto-contain Speed + consistency Automating the wrong action Careful staging/
Human-in-
loop
% incidents auto-
contained saf

 

 

Governance & Security for AI Systems

AI’s benefits depend on guardrails, so it’s best that your program is aligned to these recognized standards and guidance:

  • Framework alignment:
    • NIST AI Risk Management Framework (AI RMF 1.0) for governance, mapping, measurement, and management.
    • Integrate with NIST SSDF (SP 800-218) and CIS Critical Security Controls (v8.1) for secure development and operations.
    • Consider ISO/IEC 42001 (AI management systems) and the EU AI Act risk-based approach for global operations.
  • Secure data pipelines:
    • Track data provenance and integrity, encrypt in transit/at rest, and apply least-privilege access.
    • Guard against data poisoning and model drift with validation sets, canary testing, and rollback plans.
  • LLM application risks:
    • Mitigate prompt injection and insecure output handling. Reference the OWASP Top 10 for LLM Applications. Treat LLMs as untrusted components: sanitize inputs, validate outputs, and restrict entitlements.
  • Continuous assurance:
    • Document risks, test results, and change control.
    • Red-team AI with MITRE ATLAS adversarial tactics. Map detections to MITRE ATT&CK.

How to Get Started

  1. Baseline first
    • Centralize logs (SIEM) with sufficient retention. Validate time sync and coverage.
    • Verify identity & access controls (MFA, conditional access, and least privilege).
    • Ensure EDR/XDR health across all endpoints/servers. Patch coverage.
  2. Define outcomes
    • Set KPIs: MTTD/MTTR, false-positive rate, % automated containment, and analyst hours saved.
  3. Pilot with purpose
    • Choose low-risk, high-value pilots: email/phishing, EDR triage, or cloud posture anomalies.
    • Keep a human in the loop for approvals. Start with “suggested actions” before automation.
  4. Governance
    • Establish a model/data risk register. Classify training and inference data sensitivity.
    • Access control for AI tooling and audit use. Protect secrets/keys.
    • Red-team AI use cases against MITRE ATLAS. Capture lessons learned.
  5. Operate & improve
    • Monitor drift, retrain on a cadence, and track performance against KPIs.
    • Maintain rollback plans and change control for models and playbooks.

Risks & Trade-offs: A Balanced View

Over-reliance, false confidence, data leakage, and adversarial abuse are real. Mitigate these factors with governance, testing, guardrails, and staged automation with consideration of privacy, explainability, talent needs, cost, and regulatory trends (e.g., EU AI Act). 

Our Enhanced Cybersecurity Services help clients design and enforce these guardrails, specifically:

  • Privacy/compliance: Control what data AI systems ingest. Mask or exclude sensitive fields.
  • Explainability: Document how models influence decisions, especially for HR, legal, or safety impacts.
  • Talent: Analysts still review, tune, and validate AI outputs. Budget for enablement.
  • Vendor lock-in: Favor interoperable architectures (SIEM/SOAR APIs, exportable features).
  • Regulatory horizon: Track obligations across NIST/CISA guidance, the EU AI Act, and sector rules.

When to Get Expert Help

When is it time to bring in our IT Solutions team? 

  • If telemetry is incomplete or you’re still battling alert fatigue.
  • If LLM use cases touch sensitive data or regulated workflows.
  • When you need policies and controls mapped to NIST AI RMF, CIS Controls, OWASP, and MITRE.
  • You want measurable outcomes and an evidence trail (SSP/POA&M).

 

Take the next step toward certainty:

  • We’ll confirm the scope and the current state of your cybersecurity efforts.
  • Run a quick gap scan (covering data, tooling, and guardrails).
  • Create an SSP/POA&M plan with prioritized controls and owners.
  • Implement pilots (SIEM/EDR/XDR/SOAR integration) and tune KPIs.
  • As needed: schedule C3PAO, post/affirm in SPRS, and maintain evidence.

AI doesn’t replace your people or your controls; it amplifies them. With sound governance, secure data practices, and a pragmatic rollout, AI-driven security tools can identify vulnerabilities faster, boost incident response, and give your team back the time to think.

 

Ready to make a move? Book an AI-in Readiness Assessment and let’s build an AI-assisted defense you can trust.

 

FAQs

  • Is AI good or bad for cybersecurity?
    • Both. Benefits of AI in cybersecurity include faster detection, better correlation, and reduced workloads for analysts. Risks include over-trust, data leakage, and adversarial attacks. With governance (NIST AI RMF), robust data security (CISA best practices), and staged automation, the net impact can be significant for defenders.
  • What’s the safest way to deploy LLMs (Generative AI) for security work?
    • Treat LLMs as untrusted: restrict data access, validate outputs, log prompts, and enforce least privilege per the OWASP Top 10 for LLM Applications. Many organizations prefer enterprise platforms that integrate with existing security and identity (e.g., solutions tied to Microsoft Entra ID) for tenant-bound data controls and policy integration. Avoid consumer chat tools for sensitive data unless you have contractual, enterprise-grade privacy controls in place.
  • How do we protect AI training and inference data from malicious actors?
    • Secure the data supply chain: verify provenance, sign and encrypt artifacts, enforce access controls, and continuously monitor for poisoning and model drift. Use canary datasets, hold-out validation, and rollback plans. Align with joint guidance from national cyber authorities (e.g., CISA/UK NCSC).
  • When does AI outperform traditional rules?
    • In high-volume, fast-changing contexts (phishing variants, behavior anomalies, and cross-signal correlation), AI’s ability to generalize patterns beats static signatures. For compliance checks or known bad indicators, rules remain efficient and transparent. Most mature programs leverage AI alongside rules.
  • What will it cost to get started?
    • Start with a focused pilot (e.g., phishing detection or EDR triage). Costs typically include platform features (SIEM/XDR/UEBA add-ons), integration time, and enablement. The ROI case hinges on reduced MTTR, lower false positives, and fewer incidents reaching escalation.