Pax8 Playbook guides MSPs in AI transition for SMB sector
Pax8 has released the Managed Intelligence Provider (MIP) Playbook, a guide aimed at helping managed service providers (MSPs) transition into managed intelligence providers and address the rise of agentic artificial intelligence in small and mid-sized businesses (SMBs).
The Playbook provides a structured framework for MSPs to adapt their service offerings beyond traditional IT management, focusing on orchestration of intelligent, outcome-based AI services. It identifies five strategic areas, referred to as "Plays": Discover, Buy, Build, Sell and Manage, and details how each can be used for commercialising agentic workflows and delivering measurable results to clients.
Shifting roles for MSPs
The guide emphasises the changing expectations of SMB clients as autonomous AI technologies become mainstream, encouraging MSPs to take on a more active role as architects of digital transformation rather than simply implementing tools. According to Scott Chasin, Chief Executive Officer at Pax8, the Playbook is designed to empower partners in navigating this transition.
"We are setting the stage for partner success in the biggest tech revolution of our time. This Playbook isn't just about deploying AI tools. It's about empowering partners to become leaders in managed intelligence by delivering massive improvements and measurable business outcomes, not just technology, to their SMB customers."
The MIP Playbook is positioned as a companion to the firm's earlier research, The Agentic Inflection Point, released in June 2025. That study examined how the adoption of autonomous AI agents and increased access to enterprise-level technology is transforming the operational landscape for SMBs. The research introduced the concept of Managed Intelligence as a framework intended to benefit all participants in the technology sector during this period of rapid change.
The five Plays
The Playbook outlines how MSPs can approach the transition to intelligence-oriented service delivery. It details the following Plays:
Discover: By moving from being a trusted advisor to becoming a strategic partner, MSPs are encouraged to identify inefficiencies and assess risks or process problems in client organisations, enabling them to deliver tangible, measurable outcomes.
Buy: The recommendation here is to deploy a curated selection of pre-approved AI agents, workflows, and software-as-a-service (SaaS) solutions from established marketplaces, expediting the time-to-value for clients and enabling scalable digital labour.
Build: MSPs are advised to develop proprietary agent stacks and automated workflows tailored to specific vertical markets. Unique requirements in areas such as healthcare, finance and manufacturing are highlighted, with the Playbook noting the importance of differentiation and specialised technology.
Sell: This Play involves a move away from feature-based pricing in favour of outcome-based models. MSPs are encouraged to align their revenue with client key performance indicators, such as cost reductions, improved response times, and customer satisfaction metrics.
Manage: Ongoing responsibilities include optimising, ensuring compliance, and managing the lifecycle of AI agents to ensure that systems remain secure, resilient and configured according to evolving business goals.
AI economy and commercial opportunities
Citing figures from research firm Gartner, the Playbook references projected global spending on AI services reaching USD $644 billion in 2025. It also mentions that SMBs could realise operational cost reductions of up to 40% through the adoption of agentic workflows, presenting MSPs with new opportunities for offering strategic consulting and outcome-centric solutions.
To support partners in delivering these capabilities, Pax8 notes the ongoing development of resources such as the Pax8 Agent Store, a Model Context Protocol integration framework, and an agentic orchestration platform. The company states that these efforts are part of a broader strategy to help vendors and service providers drive adoption of AI among SMBs and create an ecosystem shaped by agentic technology.
The Playbook asserts the importance for MSPs to act early in capturing value from the agentic economy, making use of vertical expertise and scalable workflows as lines of differentiation in a growing market.
