IT Solutions uses AI to improve service delivery and client engagement, strengthen cybersecurity, and deliver measurable outcomes aligned to clients’ strategic goals.
IT Solutions, a premier managed service provider serving organizations across the United States and Canada, announced continued advancements in its use of artificial intelligence (AI) to enhance service delivery and support human-led client engagement. The company’s outcome-first approach, augmented by AI, helps clients experience faster issue resolution, a stronger cybersecurity posture, and additional progress toward their strategic business goals.
Unlike approaches that use AI only for internal efficiency, IT Solutions has a deliberate focus on both employee and client outcomes. By reducing operational noise and accelerating response times, the company gives its teams more time to directly engage with clients, proactively manage environments, and focus on long-term success aligned to each client’s business priorities.
“At IT Solutions, success isn’t measured by how much we automate; it’s measured by the outcomes our clients achieve,” said Jason Hilling, COO of IT Solutions. “AI allows us to remove friction from service delivery so our teams can focus on what matters most: keeping our clients secure, resolving issues faster, and ensuring technology actively supports their business goals.”
Through AI‑enabled workflows and intelligent ticket routing, IT Solutions has reduced unnecessary alerts, repetitive tasks, and manual handoffs across its operations. As a result, engineers can move more quickly from issue detection to resolution and identify patterns in security risks before they impact clients.
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Since implementing this strategy, IT Solutions has delivered measurable improvements that directly impact day-to-day success for its clients, including:
- 7,306 client hours saved
- 105 million automation flows executed
- 73% reduction in ticket triage time
IT Solutions evaluates the effectiveness of its AI initiatives by how well they improve service responsiveness, cybersecurity readiness, and progress toward each client’s strategic business plan and technology roadmap. AI-driven insights help ensure that effort, attention, and resources are directed where they deliver the greatest business impact.
“We are explicitly AI outcome-driven,” Hilling added. “Efficiency is a byproduct, not the end-goal. Every client is different, and our use of AI helps us tailor service delivery so that technology supports their priorities, timelines, and risk tolerance.”
IT Solutions emphasizes that innovation must be matched by responsibility. The company prioritizes the safe and secure use of AI, with governance, oversight, and data protection integrated into its approach to safeguard client information.
“Our clients trust us with critical systems and sensitive data,” said Hilling. “That trust guides every decision we make around AI: how it’s built, how it’s governed, and how it’s applied.”
As IT Solutions continues to explore new use cases for AI, the focus remains on intentionally improving its service delivery experience for clients. IT Solutions’ approach is grounded in more than three decades of experience, ongoing client feedback, and a commitment to delivering responsive, human-led service that supports each client’s real-world needs.
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