Let’s be honest, AI is no longer some futuristic luxury. It’s business-critical. Whether you’re looking to streamline operations, turbocharge customer experience, or uncover new revenue streams, artificial intelligence has become the go-to engine for digital transformation.
But here’s the catch: the tech is only as good as the team behind it.
Across tech hubs like London, Berlin, Barcelona, Dubai, Riyadh, and New York, managed service providers (MSPs) are queuing up to sell you their AI credentials. Some have the goods. Others, well... have great PowerPoint decks.
So how do you sort the serious players from the sales spin? Let’s walk through what to look for in a partner who’s actually ready to deliver AI success at scale.
1. Can They Prove Their Technical Chops?
Start here. It’s table stakes.
• Do they have technical certifications from the heavyweights like Microsoft, Google Cloud, AWS, or NVIDIA?
• Is their team stacked with AI engineers, data scientists, and machine learning architects who know their stuff?
• Do they partner with the platforms you actually use?
You want more than buzzwords, you want real depth.
2. Have They Done This Before?
Ask for evidence, not just enthusiasm.
• Get case studies with real metrics, not vague anecdotes.
• Look for projects in industries like finance, healthcare, retail, or logistics, whatever matches your world.
• Bonus points for AI solutions that actually made a measurable impact, not just “ran a pilot and crossed fingers.”
3. Talk to Their Clients
Don’t just take their word for it. Talk to people they’ve worked with.
• Ask about responsiveness, problem-solving, and the ability to pivot when things didn’t go to plan.
• Find out how they handled pressure, change requests, and timelines.
• The real story is in how they show up when things get messy, not when everything’s going smoothly.
4. Do They Cover the AI Spectrum?
A well-rounded MSP should be able to handle:
• Generative AI – for content, personalization, and idea generation
• Deterministic AI – for rule-based automation, fraud prevention, and precision work
• Conversational AI – for powering chatbots, virtual assistants, and 24/7 customer or employee support
If they only know one lane, you’ll eventually hit a wall.
5. Are They Leaders or Just Followers?
The best providers aren’t just building solutions, they’re shaping conversations.
• Are they speaking at major AI conferences?
• Publishing thought leadership?
• Participating in industry roundtables on AI ethics and governance?
If they’re contributing to the future of AI, chances are they’re well-equipped to support yours.
6. Can They Scale With You?
You’re not just solving for today, you’re planning for what’s next.
• Ask about their delivery models: Can they flex resources up and down?
• What’s their support structure? (Think 24/7 monitoring, cloud-native deployment, disaster recovery.)
• Can they adapt as your business changes?
An MSP that can’t scale with you will slow you down later.
7. Are They Serious About Ethics and Compliance?
AI done wrong can be a legal, reputational, and operational nightmare.
• Are they fluent in GDPR, HIPAA, and the EU AI Act?
• Do they follow frameworks for transparency, explainability, and fairness?
• Can they explain their governance model clearly, without dodging or fluff?
If they can’t, walk away.
8. Are They Truly Platform-Agnostic?
Some providers will push one platform or vendor... because it suits them, not you.
A great MSP will:
• Support AWS, Azure, Google Cloud, and hybrid setups.
• Choose the right tool for the job, not just the one they’re certified in.
• Help you future-proof your tech stack, not box you into theirs.
9. Will They Build Your Internal Capability?
A solid partner helps you grow, not stay dependent.
• Do they provide tailored training for your team?
• Will they leave behind clean documentation?
• Are they transparent about how to operate and scale the system on your own?
Empowerment is part of the deal.
10. Do They Know How to Mesh with Your Existing Tech?
AI isn’t plug-and-play, it has to live alongside your IT systems, not fight them.
Look for providers with:
• Automation and machine learning experience that connects to ITSM
• Integration capabilities across infrastructure and platforms
• A proven track record of real-world enterprise delivery
11. Who’s Leading the Charge?
Here’s the litmus test: Has their leadership team actually built AI systems, or have they only ever sold them?
You want decision-makers who’ve been in the trenches, who understand the risk, pressure, and nuance of deploying AI at scale. That wisdom only comes from experience.
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