Exploring AI, Automation, and Team Dynamics in Cybersecurity for SMBs and MSPs with Gerwai Todd

Host Dave Sobel welcomes back Gerwai Todd, CEO of both PIA and TimeZest, to discuss the unique challenges and strategies involved in leading two organizations simultaneously. Gerwai emphasizes the importance of having a strong team and effective communication, highlighting the implementation of the Entrepreneurial Operating System (EOS) in both businesses. He shares how the time zone difference with his Australian team allows for a more balanced workload, enabling him to manage his responsibilities across both companies effectively.The conversation shifts to the practical adoption of automation and artificial intelligence (AI) in the IT industry, particularly in the context of service management. Gerwai explains that AI is simply another tool in the software toolbox, which can help solve new business challenges when applied correctly. He discusses the importance of training AI models to understand specific industry use cases, such as interpreting IT tickets, and the need to mitigate issues like AI hallucinations to ensure commercial viability.Gerwai elaborates on the journey of integrating AI into service desk operations, noting that while the technology has advanced, it still requires human oversight. He describes how the goal is to enhance the efficiency of ticket resolution by understanding the intent behind service requests. By using a collaborative approach, technicians can guide the AI in making accurate assessments, which in turn helps improve the model's performance over time.Finally, the discussion touches on the importance of data organization and governance for solution providers. Gerwai emphasizes that having a structured approach to categorizing tickets—such as using type, subtype, and item classifications—can significantly enhance the effectiveness of AI implementations. He concludes by encouraging organizations to standardize their processes to better prepare for the integration of advanced technologies, ultimately leading to improved service delivery and operational efficiency. Supported by: https://www.huntress.com/mspradio/ https://coreview.com/msp/    💼 All Our SponsorsMSP Radio is supported by our partners: Transit AI · Guardz · Pax8 · ABC Solutions · Rythmz · ScalePad · CometBackup · TimeZestSupporting the IT services community through insights, analysis, and transparency. 🚀 Join Business of Tech PlusGet exclusive access to investigative reports, vendor analysis, leadership briefings, and more.👉 https://businessof.tech/plus 🎧 Subscribe to the Business of TechWant the show on your favorite podcast app or prefer the written versions of each story?📲 https://www.businessof.tech/subscribe 📰 Story Links & SourcesLooking for the links from today’s stories?Every episode script — with full source links — is posted at:🌐 https://www.businessof.tech 🎙 Want to Be a Guest?Pitch your story or appear on Business of Tech: Daily 10-Minute IT Services Insights:💬 https://www.podmatch.com/hostdetailpreview/businessoftech 🔗 Follow Business of Tech LinkedIn: https://www.linkedin.com/company/28908079YouTube: https://youtube.com/mspradioBluesky: https://bsky.app/profile/businessof.techInstagram: https://www.instagram.com/mspradioTikTok: https://www.tiktok.com/@businessoftechFacebook: https://www.facebook.com/mspradionews Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.