The Partner Advantage: Clearing The Path To AI

Small and midsize businesses are facing mounting pressure as data volumes increase and interest in artificial intelligence accelerates. For solution providers, those conditions are reshaping customer expectations around security, governance and business outcomes.

That challenge was the focus of a recent interview with CRNtv and Michael DePalma, VP of business development at OpenText Cybersecurity. Speaking with host Kena Johnson, DePalma said many SMBs recognize the promise of AI but struggle to turn it into measurable value.

“Everybody sees the potential and sees how much it could drive profitability and productivity,” DePalma said.

What often gets overlooked, he said, is planning and oversight. AI tools can appear easy to deploy, leading some SMBs to believe they can manage projects without outside help. That approach frequently backfires.

“MIT put up a study last year where they said 95 percent of all AI projects failed to produce any ROI,” DePalma said. “Nobody knew what the end goal was supposed to be [and] the business outcome they were looking for.”

For managed service providers, that disconnect represents a clear opening. DePalma said partners that position themselves as advisors can help customers define goals, manage risk and apply AI in ways that support real business needs.

At the same time, MSPs are dealing with their own challenges around vendor sprawl. Customers want fewer tools but still expect flexibility.

“Vendor sprawl tends to come up over and over again,” DePalma said. “They don’t want to work with 17 or 20 vendors, but they still want the flexibility.”

OpenText is leaning into that demand by aligning its security portfolio closely with Microsoft. As a long-standing Microsoft CSP with its own security stack, the company aims to help partners layer governance, compliance and automation on top of Microsoft 365 and Copilot.

“The tools and integrations are one piece, but I think the human capital that we have behind making sure MSPs understand where that advantage comes from is a key component for us,” DePalma said.

That support is increasingly important as MSP business models evolve. DePalma said growth is shifting beyond traditional stack margins toward post-sale services such as governance, architecture and AI-driven automation.

“Now you’re having those business conversations that go beyond just here’s my cybersecurity stack,” he said. “You’re not just solving IT problems, but business problems.”

Looking ahead, DePalma said AI agents will further change how partners deliver value, especially through platforms like Copilot Studio. While automation will handle more tasks, he emphasized the need for continued human oversight.

“You’re going to be viewing this agent as an employee essentially that still will need a manager,” he said.

For MSPs navigating AI adoption with SMB customers, the message is straightforward. Complexity is not something to avoid. It is where partners can lead.

Learn more at OpenText.