How We Help CIOs and COOs Unlock Strategic Value Beyond Uptime and SLAs
The Cloud Has Changed the Rules—MSPs Must Catch Up
“By 2026, 60% of enterprises will demand business-outcome-based managed services contracts from their MSPs—up from less than 20% in 2022.” — Gartner
That shift isn’t coming. It’s already here.
While most MSPs still talk SLAs, tickets, and uptime, today’s leaders are demanding proactive, intelligent, cloud-native partnerships. If your MSP isn’t evolving, your transformation is at risk.
Here’s what the next-gen MSP model looks like—and why we’ve built ours for the businesses defining tomorrow.
Traditional managed services were built for predictable, static environments. But cloud-native ecosystems are anything but static. They’re:
In this world, services must scale, adapt, and anticipate. Yet many MSP contracts still focus on SLAs, infrastructure availability, and labor hours—metrics that matter far less in the age of containers, IaC, and AI.
CIO Insight: 72% of enterprises say their MSPs lack the agility to keep up with cloud and DevOps demands (IDC, 2025).
Multi-cloud and hybrid environments are now the norm. That means:
“Lift-and-shift” doesn’t cut it anymore. Our clients need application-centric support, cloud FinOps expertise, and inter-cloud orchestration—and that’s exactly what we bring to the table.
Cloud platforms like Azure, AWS, and ServiceNow embed AI into incident prediction, remediation, and capacity planning. We don’t just use these tools—we:
If your MSP isn’t already delivering AI-enhanced support, you’re falling behind.
IT no longer operates in isolation. Sales, marketing, and product teams shape tech strategy. So we align our services with:
Support tickets still matter—but so does reducing onboarding time, accelerating time-to-market, and enabling product-led growth.
Here’s what we’re seeing forward-looking CIOs and COOs demand from their managed service partners:
Old Expectation |
New Expectation |
Uptime & Response Time |
Business Resilience & Automation |
Static Monitoring |
Real-time, AI-enhanced Observability |
Infrastructure Management |
Application-Aware Cloud-Native Management |
SLA-Based Contracts |
Outcome-Based, Agile Engagement Models |
Cost-Centricity |
Innovation Co-Creation & Competitive Velocity |
When we work with new clients, these are the non-negotiables we align around:
In the Cloud Era, managed services must do more than manage. They must optimize, automate, and elevate. That’s why we’re not just another MSP—we’re an intelligence-led enablement partner.
Takeaway: If your current MSP still measures success in ticket closure rates, it’s time to work with one who measures success by your growth, agility, and resilience.
At ACI Infotech, we’ve reimagined Managed Services from the ground up:
Whether you’re scaling in Azure, innovating on Salesforce, or modernizing your data estate—we’re here to turn operations into your competitive edge.