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.