AI is no longer a future state; it’s an operational reality. As these technologies redefine service delivery, organizations are shifting their focus toward the concrete impacts on agreements, performance metrics, and risk management.
This session cuts through the noise to examine how AI and agentic capabilities are being integrated into service delivery models today. Drawing on recent and current Managed Services sourcing engagements, we break down how leading organizations are moving beyond traditional SLAs toward XLAs (experience level agreements), AI-driven efficiencies, and outcome-based delivery, while also providing visibility into how MSPs are embedding AI into their delivery models.
In this session, we’ll cover:
- The Evolution of Measurement: The shift from traditional SLAs to XLAs (outcome-based and experience focused performance metrics) in an AI-enabled environment.
- The Productivity Leap: How agentic AI adoption is redefining productivity expectations and service commitments.
- Contracting for Control: Navigating the complexities of data ownership, tool rights, and intellectual property within AI-driven partnerships.
- Risk and Relationship Governance: Critical protections for AI-enabled provider relationships, including exit strategies and long-term automation ownership.
Join us for a deep dive into how AI is manifesting in the marketplace and how to ensure your organization captures the value of these advancements while mitigating unintended risks.
