AI, Automation, and People: Shaping the Future of IT Managed Services

AI, Automation, and People: Shaping the Future of IT Managed Services

IT Managed Services are heading into 2026 with higher expectations than ever from business and security leaders. For enterprises managing thousands of connected devices (i.e. smartphones, tablets, laptops, and IoT endpoints), the coming year will be around shifting from reactive firefighting to proactive, automated governance across the entire Enterprise Mobility Program. Make no mistake, AI will be at the forefront of everything in 2026.

From device management to experience management                                                                                                      In 2026, the focus will move beyond simply keeping devices online to delivering a consistent, secure, and productive user experience across all endpoints. IT decision makers will increasingly treat their Managed Mobility Services provider as a strategic partner rather than a ticket-taking helpdesk.

• For large fleets, Managed Services will more often include digital experience monitoring, measuring app performance, latency, and user friction across connected devices.
• IT managers’ success will be defined by transitioning from telemetry dashboards to concrete recommendations.

Unlike our devices that may not show any sign of failure, until there is in fact an issue, a mature Enterprise Mobility Program will surface user-impacting problems early, reducing downtime and support volume.

AI-driven automation as the default                                                                                                                      Automation powered by AI will become a baseline expectation, especially where organizations manage tens of thousands of assets.

• Policy-driven, AI-assisted workflows for provisioning, deprovisioning, patching, and compliance enforcement across platforms will sharply reduce manual effort.
• Anomaly detection—spotting unusual data flows, risky logins, or misconfigured devices—will be standard.

For IT managers, this is similar to moving from spreadsheets to an intelligent platform: routine tasks are automated, while human focus shifts to exceptions and strategic planning.

Zero trust everywhere, especially at the edge                                                                                                                  Zero trust will continue to evolve from concept to operational standard, particularly in environments with large mobile and IoT footprints.

• Managed Services providers will emphasize identity-centric, least-privilege access models applied consistently across connected devices.
• Conditional access, device health checks, and continuous authentication will be built into the architecture of every mature Enterprise.

As the perimeter disappears, each device effectively becomes its own micro-office, and treating every connection as untrusted until verified will be the default approach.

User-centric security and support                                                                                                                                Security and usability will need to advance together as employees demand frictionless access while threats continue to grow.

• Passwords will be a thing of the past while biometric-first authentication, reinforced by strong device posture checks, will help deliver both higher security and better user experience.
• Global enterprises will expect 24/7 multilingual support, self-service portals, and contextual in-app guidance so users can resolve issues quickly without overburdening central IT.

The most successful IT leaders will frame security controls as enablers of productivity, designing guardrails that encourage compliant, efficient work rather than obstructing it.

Convergence of mobility, IoT, and network services                                                                                                        The traditional boundaries between “mobility,” “network,” and “IoT” support will continue to blur in 2026. IT decision makers will look for a single solution that spans all connected devices.

• Managed Mobility Services will expand beyond smartphones and tablets to include rugged devices, sensors, wearables, and specialized IoT hardware in plants, warehouses, vehicles, and remote sites.
• Network services (SD‑WAN, private 5G, Wi‑Fi, and edge compute) will be more tightly integrated with device and application management under one governance model.

This shift enables IT to optimize connectivity, security, and performance as one system rather than as separate, loosely coordinated projects.

Sustainability, lifecycle, and cost optimization                                                                                                        Financial pressure and environmental, social and governance goals will push lifecycle management and optimization to the center of Managed Services conversations.

• Enterprises will need to optimize refresh cycles, trade-in programs, and repairs to reduce both total cost of ownership and environmental impact.
• Analytics-driven insights on when to refresh, refurbish, or retire assets will become a key differentiator for Enterprises.

The device estate will increasingly be managed like a portfolio, tuned to balance performance, risk, and long-term value.

Strategic implications for IT decision makers…and People                                                                                              For IT leaders overseeing thousands of diverse endpoints, 2026 is a pivotal year to reset expectations and outcomes from Managed Mobility Services and broader Managed Services engagements:

• Shift metrics from raw device counts to outcomes such as uptime, user satisfaction, security posture, and lifecycle cost per user.
• Consolidate fragmented vendor and support models into a cohesive and consistent program that spans mobile, IoT, and traditional endpoints.
• Demand clear roadmaps from providers to ensure services can scale with organizational growth and complexity.

Ultimately, the new year will not be defined by tools alone, but it will be people armed with AI tools, technology and robust Managed Services partnerships to drive innovation, resilience and growth.

OVATION has been providing Managed Mobility Services for over two decades, contact us today for a no obligation discussion around your 2026 mobility program goals.