AI is revolutionizing IT service management, significantly enhancing productivity and operational efficiency. A recent report indicates that AI has reduced ticket resolution times by an impressive 76%, allowing IT teams to focus on more complex issues. However, the rapid adoption of generative AI, particularly in high-stakes areas like mergers and acquisitions, raises serious concerns about data security, with a significant percentage of businesses expressing worries over data quality and ethical considerations. The prevalence of unapproved AI tools among employees further complicates governance, as many are using these tools without oversight, highlighting the need for managed AI governance.

California has taken a pioneering step in regulating AI by passing a landmark bill that mandates safety protocols for chatbot operators. This legislation aims to protect vulnerable users, particularly children, by requiring age verification and safety measures related to suicidal thoughts. The law, which will take effect in January 2026, reflects a growing trend toward AI regulation, emphasizing the importance of safety in technology. Meanwhile, the Federal Communications Commission is considering changes that could allow internet service providers to hide fees again, which could impact transparency for consumers.

The Cybersecurity and Infrastructure Security Agency (CISA) is facing challenges as layoffs affect key divisions responsible for national security and infrastructure. These layoffs come at a time when the private sector is increasingly responsible for cybersecurity, especially amid rising AI-driven threats. The reduction in federal coordination raises concerns about the ability to effectively manage these threats, placing more pressure on managed service providers (MSPs) to ensure security and compliance for their clients.

Microsoft has announced the end of support for Windows 10, prompting a critical need for MSPs to reassess endpoint security and upgrade strategies. With a significant portion of users still on Windows 10, the lack of ongoing updates poses a risk for vulnerabilities. This transition presents an opportunity for MSPs to not only push for upgrades but also to enhance security policies and prepare clients for future technological advancements, including AI integration. The evolving landscape of technology and regulation underscores the necessity for MSPs to adapt and provide comprehensive governance and security solutions.

Four things to know today

00:00 AI Is Working — and Breaking Rules: Efficiency Soars, But Governance Falls Behind 

04:10 AI Regulation Splinters: California Targets Chatbots, FCC Eyes Fee Rollbacks, and CISA Cuts Staff

07:52 The AI Assistant Race Escalates — Copilot, Slackbot, and Salesforce All Target Your Inbox and Workflow

11:12 Windows 10 Support Ends — Microsoft’s Upgrade Glitch, Paid Extensions, and Opportunity for MSPs

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