Perspectives
Field notes on building the system of action for IT support.
What actually holds up under real ticket load. Opinions from inside the build.
MSP Service Is Moving From Time-Based Work to Outcome-Based Delivery
MSPs have measured effort for years: hours, tickets, SLAs, and utilization. As AI and endpoint automation reduce repetitive work, outcomes become the stronger proof of value.
Read perspectiveIT Support Is Entering a New Decision Cycle
Why IT support is moving from queue-based ticket handling to real-time endpoint action, and where PSA, RMM, and GenticFlow fit.
Read perspectiveHow AI Ticket Resolution Actually Works
The practical difference between AI that talks about tickets and AI that investigates the endpoint.
Read perspectiveMSPs Are About to Run Into an AI Margin Problem
AI may not be too expensive to use in IT support. The real problem is that the cost is too hard to see, too hard to attribute, and too easy to bury inside fixed-fee service agreements.
Read perspectiveFounder note
Heroes don't scale.
Why GenticFlow exists, what we are building, and the thinking behind it.
Read noteSee it on a real ticket.
The arguments here are easier to evaluate against your own environment than against a slide.