Business of Tech: Daily 10-Minute IT Services Insights

Toby Mills, the founder and CEO of Entopy, discusses the transformative role of digital twins in port operations, emphasizing their ability to create digital replicas of real-world systems. These digital twins enable ports to model complex logistics, predict vessel arrival times, and manage resources effectively. By simulating various scenarios, ports can enhance operational efficiency, reduce congestion, and ultimately save significant costs associated with missed port calls and delays.

Mills explains that the use of digital twins is particularly crucial in the context of large vessels, which require precise navigation and coordination with pilots and tugboats. The complexity of managing these operations is compounded by the dynamic nature of port logistics, where factors such as weather and resource availability can impact vessel movements. Digital twins help mitigate these challenges by providing real-time data and predictive analytics, allowing ports to optimize their operations and improve service delivery.

The conversation also delves into the integration of artificial intelligence, particularly large language models, with digital twin technology. Mills describes how these AI models can serve as intuitive interfaces for users, enabling them to query data and generate insights without needing extensive technical knowledge. This capability not only enhances user experience but also streamlines the reporting process, allowing for more dynamic and responsive decision-making in port management.

Ultimately, the discussion highlights the significant potential of digital twins and AI in revolutionizing critical infrastructure sectors, particularly in transportation. By leveraging these technologies, ports can achieve greater operational excellence, meet climate objectives, and adapt to the evolving demands of global logistics. Mills' insights underscore the importance of innovation in enhancing the efficiency and effectiveness of port operations.

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The discussion centers around the evolving landscape of artificial intelligence (AI) and its implications for businesses, particularly managed service providers (MSPs). With significant venture capital investments flooding into AI, many companies are emerging without sustainable business models, leading to concerns about market saturation and commoditization. The conversation highlights the importance of finding real product-market fit and the potential for consolidation in the industry as competition intensifies and computing costs decrease.

Jason Bystrak and Ryan Morris, both seasoned experts in the IT channel, share insights on how MSPs can navigate this changing environment. They emphasize the need for MSPs to focus on business outcomes and the integration of AI into their service offerings. By leveraging tools like Microsoft Copilot, MSPs can enhance productivity and create new revenue streams through data readiness and AI-driven solutions. The conversation also touches on the importance of training and educating clients to maximize the benefits of AI technologies.

As the discussion progresses, the speakers address the challenges faced by smaller MSPs in adapting to the rapid advancements in AI. They caution against relying solely on specific AI models, as the market is still evolving, and emphasize the need for MSPs to build applications that utilize AI effectively. The potential for automation in routine operations is highlighted as a key area for MSPs to explore, allowing them to streamline their processes and focus on higher-value services.

Ultimately, the conversation underscores the necessity for MSPs to rethink their strategies in light of AI advancements. By embracing customer success initiatives and restructuring their approach to service delivery, MSPs can position themselves for growth in a competitive landscape. The speakers encourage MSPs to innovate and adapt, ensuring they remain relevant and profitable as the AI market continues to evolve.

Forrester article: https://www.forrester.com/blogs/the-graphic-future-of-it-management/

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ServiceNow has announced its acquisition of MoveWorks, an enterprise AI specialist, for $2.85 billion, aiming to enhance its artificial intelligence and automation capabilities. This acquisition is expected to be finalized in the second half of 2025 and will integrate MoveWorks' AI assistant and enterprise search technology into ServiceNow's offerings. Currently, ServiceNow serves nearly 100,000 AI customers and has surpassed $200 million in annual contract revenue for its ProPlus AI offering. MoveWorks has successfully deployed its AI assistant to almost 5 million employees across various organizations, with a high adoption rate among its customers.

OpenAI has launched a new suite of tools and APIs designed to help developers create AI-powered agents more efficiently. This includes the Responses API, which integrates features from existing APIs, allowing for web and file search capabilities and task automation. Additionally, Google has released Gemma 3, a powerful AI model that operates on a single graphics processing unit and supports over 35 languages, designed for developers to create AI applications across various devices. Meanwhile, Alibaba has introduced the R1 Omni model, which can read emotions from video, enhancing its computer vision capabilities.

The podcast also discusses the regulatory landscape surrounding AI, highlighting OpenAI's lobbying efforts to ease regulations under the Trump administration while California lawmakers push for stricter oversight. This contrast reflects a broader tension between innovation and regulation in the tech industry. The UK Competition Authority has found that the mobile browser duopoly of Apple and Google is stifling innovation, raising concerns about competition and economic growth in the mobile market.

Finally, the episode touches on Salesforce's challenges with its new AI product, AgentForce, which aims to automate customer service functions but is struggling to gain traction among clients. Mark Cuban emphasizes that AI should be viewed as a tool rather than a standalone solution, urging entrepreneurs to focus on learning how to effectively use AI. The discussion concludes with insights into the evolving role of IT departments in managing AI agents, which are increasingly taking on responsibilities traditionally held by human resources, raising questions about the future of workforce management and cybersecurity in corporate settings.

Three things to know today

00:00 ServiceNow Drops Billions on AI—But Will Automation Actually Deliver?

05:00 Regulation Tug-of-War: OpenAI Wants Freedom, California Wants Rules, and Google & Apple Just Keep Winning

08:17 AI Is a Tool, Not Magic—Salesforce Stumbles, Cuban Sets the Record Straight, and IT Takes Over HR

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Intel has appointed Lip Butan as its new CEO, effective March 18th, following a tumultuous period marked by a 54% drop in share prices and the ousting of former CEO Pat Gelsinger. Butan, a seasoned tech investor and former CEO of Keynes Design Systems, is expected to revitalize Intel's fortunes and navigate its controversial Foundry strategy aimed at expanding manufacturing capabilities. Investors reacted positively to his appointment, with Intel's stock price rising over 11% in after-hours trading. Butan's leadership is seen as crucial for Intel to compete in the semiconductor market, particularly in smartphone and AI chip sectors.

In the realm of cybersecurity, SailPoint has expanded its Managed Service Provider program to make identity security solutions more accessible to smaller enterprises, addressing the increasing threats targeting vulnerable identities. This initiative allows businesses to onboard identity security as a fundamental function, focusing on entry-level use cases while providing pathways for future growth. Meanwhile, TeamViewer has launched its first integrated solution with One E, enhancing digital workspace experiences through improved device monitoring and secure remote connectivity.

SolarWinds has announced its acquisition of Squadcast, a company specializing in incident response solutions, to bolster its capabilities in managing complex IT environments. This merger aims to streamline incident response and improve operational resilience for IT professionals. Additionally, Verizon Business has introduced a new security service called Trusted Connection, which enhances cybersecurity by implementing continuous verification of access to devices, networks, and cloud applications, addressing the significant risks posed by stolen credentials.

A recent study by the Tao Center for Digital Journalism has raised concerns about the reliability of generative AI search tools, revealing that over 60% of citations provided by these tools are incorrect. This highlights the urgent need for better evaluation and citation practices in AI-powered searches. Furthermore, research from Harvard Business Review indicates that while AI can enhance executive decision-making, it requires active human engagement to avoid critical blind spots. The findings suggest that companies must find the right balance between human oversight and AI capabilities to optimize decision-making processes.

Four things to know today

00:00 Intel Bets on New CEO Lip-Bu Tan—Will the Foundry Gamble Pay Off?

04:47 Big Security Moves: SailPoint, SolarWinds, and Verizon Roll Out New Solutions—Here’s What They Mean

07:59 Think AI Search Is Reliable? 60% of Its Citations Are Wrong

09:14 AI in the Boardroom? A New Study Says It’s Helping—But Not Without Risks

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Former Trump administration cybersecurity official Sean Planky has been nominated to lead the Cybersecurity and Infrastructure Security Agency (CISA). His nomination comes amid significant layoffs at the agency, where over 100 employees were let go, including key members of the Red Team responsible for simulating cyberattacks. These cuts raise concerns about CISA's ability to maintain cybersecurity amid ongoing federal budget constraints, potentially leading to increased threats in the private sector as federal infrastructure and intelligence sharing weaken.

In the realm of artificial intelligence, the General Services Administration (GSA) has introduced a custom chatbot named GSAI to automate various government tasks, coinciding with significant job cuts within the agency. While the chatbot aims to enhance efficiency, internal memos have warned employees against inputting sensitive information. This trend reflects a broader movement in the federal government towards tech-driven workforce reductions, raising questions about data privacy and the reliability of AI tools in government operations.

Utah has made headlines by passing legislation requiring App Store operators to verify the ages of users and obtain parental consent for minors downloading apps. This law, aimed at enhancing online safety for children, has garnered support from major tech companies but has also faced criticism regarding potential infringements on privacy rights. The Supreme Court is expected to examine age verification issues, particularly concerning adult content websites, highlighting the ongoing debate over online safety regulations.

The podcast also discusses the competitive landscape of AI, with Google reporting continued growth in search queries despite the rise of ChatGPT. New benchmarks have been developed to measure the honesty of AI models, revealing that larger models do not necessarily correlate with higher honesty rates. As companies like Microsoft and Amazon introduce advanced AI tools, the implications for businesses are significant, emphasizing the need for oversight and governance in AI deployment to mitigate risks associated with inaccuracies and compliance issues.

Three things to know today

00:00 Cybersecurity Jobs Cut, AI Hired, and Kids Get ID’d—Welcome to the Future of Tech Policy

05:45 ChatGPT Isn’t Killing Google Search—And AI Lies More Than You’d Think

08:27 Microsoft and OpenAI: A Rocky Relationship, While AI Prices Tumble

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The latest jobs report indicates a softening labor market, with the U.S. economy adding only 151,000 jobs in February and an uptick in the unemployment rate to 4.1%. This decline is particularly evident in small businesses, which shed 12,000 jobs, signaling economic stress in this sector. The IT job market is also showing mixed signals, with a rise in unemployment to 3.3% despite an increase in job postings. Economic uncertainties, including inflation and stock market fluctuations, are contributing to hiring slowdowns, while demand for artificial intelligence skills continues to rise.

IT spending is projected to increase by nearly 10% this year, reaching approximately $5.6 trillion, with IT services expected to grow by 9% to $1.73 trillion. However, budget constraints are a significant concern for IT professionals, with many struggling to justify expenses to upper management. A survey reveals that 43% of IT professionals anticipate budget constraints will remain a challenge throughout the year, particularly in critical areas like cybersecurity. Additionally, skills shortages are cited as a major concern, impacting the ability of firms to expand.

ConnectWise has announced the addition of free security and backup solutions to its Ozzio platform, enhancing its offerings for managed service providers. The integration aims to empower over 100,000 active endpoints with improved security and backup capabilities. Meanwhile, Apple has delayed the rollout of upgraded Siri features, raising questions about the company's AI strategy and the potential risk of falling behind competitors in the rapidly evolving AI landscape.

As the tech industry navigates these challenges, the importance of addressing technical issues and investing in employee development becomes increasingly clear. The average IT worker faces significant productivity losses due to recurring tech problems, costing employers an average of $7,800 annually. Companies must focus on providing ROI-driven services and retaining skilled employees to thrive in a competitive market, while also adapting to the evolving demands of technology and the workforce.

Four things to know today

00:00 Tech Jobs Shrink, Small Businesses Cut Workers—How IT Spending Will Be Affected

05:05 IT Services in 2025: AI’s Rise, Budget Struggles, and the $7,800 Productivity Problem

09:17 ConnectWise Adds Free Security & Backup—But There's More to the Story

12:13 Siri’s Makeover Takes a Detour—Why Apple Is Holding Back

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Dr. Alex Hubline, President of Culture and Innovation at Netsurit, discusses the transformative role of artificial intelligence (AI) in managed service providers (MSPs). He emphasizes the importance of a strong company culture that prioritizes both employee and customer dreams, which is exemplified through their unique "dreams program." This program aims to align the aspirations of the workforce with the goals of the customers, fostering a collaborative environment that drives innovation. Hubline believes that many companies fail to live up to their cultural values, but at Netseret, they actively work to integrate these values into their operations.

The conversation shifts to the concept of "innovation as a service," which Netseret offers through their subscription-based service called Innovate X. This service leverages advanced automation and AI technologies to help small and medium businesses innovate and improve productivity. Hubline explains that the cost of bespoke development has historically been prohibitive for these businesses, but advancements in AI are making it more accessible. By focusing on return on investment (ROI), Netseret ensures that their innovations deliver tangible financial benefits to their clients.

Hubline shares specific use cases of AI applications, such as a virtual sales assistant for a product distributor facing challenges in hiring and training sales personnel. This AI solution not only assists salespeople but also interacts directly with customers, providing complex product information and suggestive selling. Another example involves automating the classification of incoming records, significantly reducing the need for human intervention in a previously labor-intensive process. These examples illustrate how AI can eliminate repetitive tasks and enhance capabilities for businesses.

Finally, Hubline addresses the balance between innovation and organizational stability. He believes that fostering a culture of innovation can lead to more effective results without disrupting service delivery. By prioritizing use cases that align with business impact and maintaining a hyper-iterative development cycle, Netseret can quickly adapt to customer needs. This approach not only enhances productivity but also bridges the gap between technology and business, allowing for a more seamless integration of innovative solutions.

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Agentic AI is emerging as a transformative technology that builds upon the advancements of large language models (LLMs). Unlike traditional conversational AI, which primarily provides answers to user queries, agentic AI takes it a step further by enabling autonomous actions based on those answers. This capability allows businesses to automate processes with greater precision and speed, effectively acting as human agents. The conversation delves into the implications of this technology, particularly the balance between leveraging its capabilities and managing the risks associated with confidently incorrect information.

The discussion highlights the importance of accountability in decision-making processes. While traditional AI systems can provide answers that may be wrong, the shift to fully autonomous decision-making raises concerns about who is responsible for those decisions. The approach suggested involves automating only low-risk tasks where confidence in the AI's output is high, while still allowing human oversight for more complex or critical decisions. This careful balance is crucial to mitigate potential business risks associated with erroneous automated actions.

Several use cases for agentic AI are explored, showcasing its potential across various sectors. In marketing, for instance, an agent can streamline the home-buying process by filtering properties based on user preferences before human involvement is necessary. In the financial sector, autonomous agents can manage loan collections by reaching out to customers through their preferred communication channels, thereby increasing efficiency and reducing the need for human intervention. These examples illustrate how agentic AI can enhance customer experiences while also improving operational efficiency.

To successfully implement agentic AI, businesses must prepare their backend systems and data. This includes ensuring that APIs are available for order and inventory systems, as well as limiting the data accessible to the AI to mitigate risks. Additionally, businesses need to establish analytics to monitor the performance of these autonomous agents, ensuring that they meet customer satisfaction and operational goals. By addressing these foundational elements, organizations can effectively harness the power of agentic AI while minimizing potential pitfalls.

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Intel has made significant strides in the tech industry by launching its next-generation AI chips, the Core Ultra Series 2 processors, designed specifically for commercial artificial intelligence applications. Built on the Arrow Lake architecture, these processors promise a 30% reduction in power usage compared to their predecessors, catering to the growing demand for efficiency in AI workloads. Additionally, a federal judge dismissed a shareholder lawsuit against Intel, which had accused the company of misleading investors about its foundry business. This legal victory alleviates some immediate uncertainties for Intel, although the company still faces ongoing challenges in a competitive market dominated by TSMC and Samsung.

Apple is currently embroiled in a legal battle with the UK government over an order that demands access to encrypted iCloud files. The company has appealed to the Investigatory Powers Tribunal, which may hear the case soon. In response to the order, Apple has paused its Advanced Data Protection Service in the UK, raising concerns about user privacy and security. Meanwhile, the Trump administration is planning to revamp a $42.5 billion internet program aimed at connecting rural Americans to high-speed internet, potentially favoring satellite companies like Starlink over traditional fiber-optic networks.

In the realm of managed service providers (MSPs) and small to mid-sized businesses (SMBs), several tech upgrades have been announced. GoTo has introduced AI-powered security and translation features for its LogMeIn rescue platform, enhancing customer support capabilities. Adigy has launched Adigy Assist, a tool designed to streamline Mac deployments, while One Password has improved password accessibility based on user location. Additionally, a new Swedish startup, Big Audience Machine, is set to launch an AI-driven content marketing platform tailored for smaller enterprises, allowing them to compete more effectively in the digital landscape.

The podcast also discusses a shift in the use of artificial intelligence, with companies increasingly opting for multiple AI models rather than relying on a single solution. This trend reflects a growing understanding of the diverse capabilities required for various tasks. Notably, McDonald's is upgrading its restaurants with AI technology to improve order accuracy and customer experience, while the Xbox Kinect continues to find innovative applications beyond gaming, demonstrating the lasting impact of technology in creative fields. As the market evolves, businesses must adapt to these changes and explore new opportunities for growth and efficiency.

Four things to know today

00:00 Intel Scores Legal Win, Launches Next-Gen AI Chips: Is the Tech Giant Finally Getting Back on Track?

03:34 Apple vs. the UK, Satellite Broadband Heats Up, and Tariffs Stick Around—Tech Drama You Didn’t Know You Needed

07:00 From GoTo’s Real-Time Translation and Security Enhancements to Reddit’s Community Tools—How MSPs and SMBs Can Leverage These New Tech Upgrades

10:04 Companies No Longer Trusting ‘One AI to Rule Them All’—Here’s Why Shortwave, McDonald’s, and Xbox Kinect Matter

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Employees are increasingly using artificial intelligence (AI) tools without the oversight of their IT departments, leading to significant security risks for organizations. A report by LayerX reveals that 89% of enterprise AI usage occurs outside IT visibility, with many employees accessing these tools through personal accounts. This lack of oversight raises concerns about data leakage, as corporate data is frequently pasted into AI applications. Additionally, a report by WalkMe highlights a disconnect between business leaders and employees regarding AI adoption, with many employees feeling inadequately trained and only a quarter noticing efficiency improvements.

The findings underscore a dual crisis of visibility and adoption in AI technology. Organizations may invest in AI solutions, but the gap between employee usage and IT oversight creates risks of data leaks and compliance failures. Providers have an opportunity to help organizations regain control through better governance models and security policies. Furthermore, the report indicates that many employees are not ready to utilize AI effectively, leading to wasted potential and significant financial losses.

Recent announcements from major tech companies highlight the growing integration of AI into business processes. Salesforce has launched AgentExchange, a marketplace for digital labor solutions, while Microsoft is set to release new software agents for its Dynamics 365 and Microsoft 365 platforms. These developments point to a strategic move towards automating business functions and improving efficiency. Additionally, Microsoft's Dragon Copilot aims to streamline administrative tasks in healthcare, showcasing the potential for AI to enhance productivity in specific industries.

The podcast also discusses advancements in AI models, including OpenAI's GPT-4.5 and Microsoft's new local AI models, which democratize access to powerful machine learning capabilities. The collaboration between Snowflake and Microsoft aims to address data governance and security challenges in deploying generative AI. Meanwhile, Anthropic's recent funding success raises questions about the sustainability of AI valuations. The episode concludes with a look at the impressive realism of AI voices developed by Sesame and the anticipated upgrades to Apple's Siri, emphasizing the ongoing evolution of AI technology and its implications for businesses.

Four things to know today

00:00 Employees Secretly Chatting with AI Behind IT’s Back Salesforce Opens AI Marketplace, Microsoft Sends Digital Helpers to Work; MSPs, Time to Get 

05:48 Those Bots on the Payroll!

09:28 AI Hits Home as Microsoft and Snowflake Empower Local Models; Meanwhile, Anthropic Bags Billions—But Is the AI Bubble Ready to Pop?

13:24 AI Voices Get So Real Users Catch Feelings—Apple Promises Siri’s Glow-Up, but Don’t Hold Your Breath Until 2027

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