To Our Partners: SysTrack AI Wouldn’t Be Here Without You.

As our team at Lakeside brings SysTrack AI to market, I’ve been thinking a lot about my multi-decade (phew) tenure in the world of end-user computing and who has actually done the hard work of transforming the enterprise digital workspace.

My conclusion: IT needs partners to get IT done. The VARs who design and deliver, the MSPs who live in the trenches of day-to-day operations, the GSIs who stitch everything together at global scale, and the ISVs who keep pushing the ecosystem forward. You’ve trusted Lakeside as a core part of your toolbelt, and I want to say thank you for that trust as we help customers navigate the AI transformation of the digital workspace and all the services that orbit it.

From Projects to Practice: How EUC Quietly Became SRE-Like

If you step back, end-user computing has gone through a quiet but massive shift.

We started in a world of “projects”: Windows migrations, VDI rollouts, hardware refresh cycles. Success was often defined by go-live dates and under-budget delivery.

Today, the customers we support are moving toward something much closer to Site Reliability Engineering (SRE) for the digital workspace:

• defining experience SLOs instead of just uptime
• instrumenting the edge to understand what users are actually experiencing
• building continuous improvement loops between EUC, ITSM, SecOps, and the business

IT directors are adapting DevOps notions of continuous improvement to EUC and ITSM. They’re no longer satisfied with, “Are we at five nines?” They want to know, “Are our employees actually able to do their jobs without friction, and are we getting better every quarter?”

That mindset shift is exactly where SysTrack and our partner community meet.

For years, SysTrack has been the system of record for EUC; the place you go when you need the real story about devices, apps, resource utilization, and user experience at the edge. It’s the data that underpins your assessments, your transformation projects, your managed services.

SysTrack AI is about taking the next step in that journey.

The Agentic Evolution of All Things IT

We’re all watching the same movie right now: AI agents are starting to appear everywhere in IT.

Service desk analysts have copilots. Operations teams are building runbooks that can execute automatically. Workflow tools are becoming more “agentic”; able to notice something, reason about it, and act on it without waiting for a human to click every button.

That’s exciting. But it also introduces a new responsibility: those agents are only as good as the data and context we feed them.

If an AI agent is going to:

• open or enrich a ticket
• push a policy change
• trigger an automated remediation
• or even just recommend a course of action to a human

…then the underlying telemetry had better be reliable, rich, and grounded in the reality of what’s happening at the endpoint.

That’s where our “first-party edge data” story becomes central, not peripheral.

From System of Record to Agent of Record

The way we think about SysTrack has evolved.

We will always be a system of record for EUC, that’s our foundation. But in our rapidly AI-driven world, we see SysTrack AI becoming something more: an agent of record.

By that, I mean:

• the trusted source of truth that AI agents use when they make decisions about the digital workspace
• the contextual layer that tells an agent, “This isn’t just CPU at 95%. This is a CxO on a latency-sensitive app, right before a critical meeting.”
• the common data fabric that connects EUC, ITSM, DEM, SecOps, collaboration platforms, and endpoint management tools so that agents aren’t working from conflicting views of reality

You’ve seen this pattern before. We instrument first, then we build dashboards, then we automate. Now we’re entering the “agentic” phase, where automation gets wrapped in reasoning.

Our commitment is that SysTrack AI will always reason from evidence from real, continuous, first-party telemetry at the edge, not from guesses, scraped data, or opaque signals. And that commitment exists because you, our partners, have held us to a high standard for years.

What This Means for VARs, MSPs, GSIs, and ISVs

For our partner community, SysTrack AI is an accelerator for things you’re already doing well:

• If you’re a VAR, it helps you design and prove out architectures where experience and reliability are first-class requirements, not afterthoughts. You can connect SysTrack AI’s insights directly into customer workflows and show how AI-enhanced operations still rest on solid data.
• If you’re an MSP, SysTrack AI gives you a way to scale your expertise. The playbooks your teams have honed over years can now be embodied in agents that act consistently and explain their actions — backed by the telemetry you already trust.
• If you’re a GSI, SysTrack AI becomes a key building block in your reference architectures for digital workplace, observability, and AIOps. It’s the layer that ensures every agent, across every tower, is working from the same, accurate view of the edge.
• If you’re an ISV, SysTrack AI is an opportunity to enrich and trigger your own AI and automation with deep, contextual EUC data without having to reinvent endpoint telemetry from scratch or trust data of unknown freshness or provenance.

In all of these cases, our goal is not to replace the services and IP you’ve built. It’s to amplify them with better data and more transparent, explainable AI.

Thank You for the Trust (and What’s Next)

As COO, I spend a lot of time thinking about execution: can we deliver, can we scale, can we be the kind of partner you’re proud to put in front of your customers?

SysTrack AI raises the bar for us in all of those areas. It also raises the bar for how we show up for you:

• being honest about where AI is ready for production and where it still needs a human in the loop
• giving you the tools, integrations, and guidance you need to embed SysTrack AI into your offerings
• continuing to invest in first-party edge telemetry as the bedrock of everything we do together

Most of all, it means staying humble. We know that our success is tightly coupled to yours. You’re the ones translating technology into outcomes, keeping enterprises running, and now helping them navigate the agentic evolution of all things IT.

On behalf of everyone at Lakeside: thank you for getting us here — and for trusting us as we take this next step together, from system of record for EUC to agent of record for the AI-driven digital workspace.

If you’d like to go deeper on how SysTrack AI can plug into your services or platform, I’ve always got time for you. Let’s keep building together.