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In an agentic world, integration is just the beginning

Picture of Greg Rudakov By  Greg Rudakov  ·  2 minute read

The IT services landscape is undergoing a transformative shift. Platforms like ServiceNow, ConnectWise, and HaloPSA are embedding AI-driven capabilities to automate tasks, enhance decision-making, and improve user experiences. However, as these platforms evolve independently, the challenge of integrating their distinct systems becomes more pronounced.

Divergent paths: AI strategies across platforms

ServiceNow has introduced AI Agent Orchestrator and AI Agent Studio, enabling the creation and coordination of AI agents across IT, HR, and customer service functions. These agents can autonomously handle complex workflows, enhancing productivity and operational efficiency. The platform's unified architecture ensures seamless integration and governance of AI agents within enterprise environments.

ConnectWise has unveiled Sidekick™, an AI companion designed to enhance efficiency for technology solution providers (TSPs) and small to medium-sized businesses (SMBs). Sidekick leverages generative AI to automate tasks such as ticket categorization, summarization, and providing resolutions, aiming to streamline operations within the ConnectWise ecosystem.

HaloPSA has focused on integrating AI to augment the roles of support technicians and streamline processes within account management and sales. Their AI-driven features aim to enhance the capabilities of level-one support technicians and improve overall service delivery.

While each platform is advancing AI capabilities, their approaches and implementations differ, reflecting their unique philosophies and target audiences.

The integration imperative

As MSPs adopt these AI-enhanced platforms, the need for effective integration becomes critical. The distinct data models, workflows, and AI functionalities of each platform can lead to challenges in communication and coordination. Without seamless integration, MSPs risk data inconsistencies, workflow disruptions, and inefficiencies that can negate the benefits of AI advancements.

Support Fusion: Bridging the AI divide

Founded in 2025 amidst rapid advancements in AI and automation, Support Fusion is uniquely positioned to address these integration challenges. Our platform is designed to facilitate interoperability between diverse systems, ensuring that AI agents across platforms can communicate and collaborate effectively. By providing a drag-and-drop, zero-code integration solution, we enable MSPs to:

  • Achieve agent interoperability: Facilitating seamless data exchange and task coordination between AI agents operating in different platforms.

  • Automate cross-platform workflows: Streamlining complex processes that span multiple systems, reducing manual intervention and increasing efficiency.

  • Ensure data harmonization: Maintaining consistent and accurate data across platforms, essential for AI agents to make informed decisions.

  • Embed contract-aware logic: Incorporating an understanding of service contracts into workflows, enabling accurate tracking of deliverables, SLAs, and billing triggers.

By focusing on these areas, Support Fusion empowers MSPs to fully leverage the benefits of AI agents while mitigating the challenges associated with their proliferation.

Looking ahead

The evolution of AI in IT services is inevitable, and its impact on MSP operations will be profound. However, the success of AI integration depends on the ability to bridge the gaps between diverse platforms. Support Fusion is committed to facilitating this integration, ensuring that MSPs can navigate the complexities of an agentic world with confidence and efficiency.