For MSPs, the pressure to deliver more value with leaner teams has never been higher. Clients expect faster response times, tighter security and proactive service, while costs and talent shortages continue to rise. MSPs increasingly see artificial intelligence (AI) as a practical way not only to overcome these challenges but gain a significant competitive edge. It is not just hype; it is an immediate opportunity.
AI offers a practical set of tools that MSPs can adopt right now to boost efficiency, reduce costs and deliver a higher level of service to clients.
You don't need a massive investment or a complex integration project to start seeing results. The most impactful changes can happen right now, with the generative AI chats your team is already using. The key is moving from casual curiosity to a structured, deliberate workflow. You do need to use the right prompts for each task, however.
Kristen Costagliola
Here's how your teams can start leveraging AI chats immediately to be more efficient and more valuable.
AI Prompts as Playbooks: Tasks to Empower Your Team
Think of your favorite AI chat as a super-powered intern, one who never gets tired and knows every tech stack documentation by heart. The quality of this intern’s work, however, is directly proportional to the clarity of your instructions.
Here are specific, repeatable prompts and tasks your team can use today:
Troubleshooting and Diagnostics Prompt
Instead of a simple “what’s wrong with this server?” prompt, give it context.
Prompt: "Act as a senior systems administrator. A Windows Server 2022 instance is experiencing high CPU usage on a critical application. The application logs show frequent timeouts. We have already checked for a rogue process and confirmed network connectivity. What are the next three steps to diagnose this issue, and what specific PowerShell commands should I use for each step?"
Creating Documentation Prompt
Your most valuable asset is institutional knowledge. AI can help you codify it.
Prompt: "I am an IT support technician. A client frequently needs to reset the password for their cloud-based EHR system. The process involves a two-factor authentication step using an external authenticator app. Write a clear, step-by-step guide for an end-user, using non-technical language and including screenshots. Start with 'How to Reset Your EHR Password' as the title."
Scripting and Automation Prompt
AI is a fantastic co-pilot for writing and debugging scripts, especially for repetitive tasks.
Prompt: "I need a Python script to check if a list of 50 URLs is up or down. The script should output a CSV file with the URL, status code, and a 'Pass' or 'Fail' result. Add comments to the code explaining what each section does. Do not use any external libraries that are not commonly available in standard Python installations."
Communication and Reporting Prompt
Use AI chat to transform raw data into polished, client-ready reports.
Prompt: "Take the following raw log data from our RMM tool. Summarize the key issues, including the top three recurring errors and the affected systems. Write a professional, concise email to our client, [Client Name], explaining the maintenance we performed and the issues we resolved. Keep the tone reassuring and highlight our proactive monitoring."
The Art of the AI Prompt: Best Practices for Your Team
Simply typing a request isn't enough. To get real value, your team needs to become skilled communicators with AI. Teach them to:
Give it a role: Start every prompt with a persona. "Act as a cybersecurity analyst..." or "As a project manager..." This immediately sets the context and improves the quality of the response.
Define the constraints: Be explicit about what you don't want. "Do not use jargon," "Keep the response to under 200 words," or "Only use commands compatible with Debian 12."
Have it ask questions: A great prompt is not a monologue; it's the start of a conversation. A powerful technique is to end your prompt with a command: "Based on this, what other information do you need to provide a more detailed solution?" This forces the AI to engage and often uncovers gaps in your initial request.
Iterate, don't restart: If the first response isn't perfect, don't start over. Refine your prompt based on the output. "That was helpful, but can you make it more concise and focused on the business impact?"
A Note on Security and Policy
MSPs are uniquely trusted stewards of client data. That means adopting AI is not only about efficiency. It is also about safeguarding privacy and ensuring compliance.
Never, Ever Share PII or Confidential Data: This is the Golden Rule. No customer names, no proprietary code, no internal network maps, no unique identifiers. Your team must be trained to sanitize all information before entering a public chat. If they need to share an error log, they should replace sensitive data with placeholders like [client_name] or [IP_address].
Establish a Vetting Process: If a team member wants to use a new AI tool, have a simple process in place. Who is the vendor? What is its security policy? What data does the tool collect? Can we use it for our specific needs? The answer might be as simple as, "Only use the approved AI chats and services."
Human Oversight is Non-Negotiable: AI is a powerful assistant, not a replacement for human judgment. All AI-generated code, documentation, or reports must be reviewed and validated by a human. The ultimate accountability for a solution's accuracy and security always rests with your team.
Continuous Training: The AI landscape is evolving at a breakneck pace. Regular training on new tools, security risks, and best practices is essential. Make it a part of your team's ongoing professional development.
The Bottom Line
AI doesn’t replace people, it amplifies them. MSPs that give their teams structured ways to use AI will reduce operational strain and position themselves as forward-thinking partners who can deliver more with less. Those who wait risk falling behind competitors who already use AI to sharpen their edge. The secret weapon is not in a future release. It is here now to help your team work smarter. Use it.