What are the current trends and challenges in the managed services industry?

The current trends in digital transformation include increase adoption to cloud service including IaaS, PaaS and SaaS as org seek scalability, flexibility and cost-efficiency, also growing demand for managed security service to address cyber security threats, compliance requirements and proactive threat detection Using AI and automation to improve efficiency, enhance service delivery and enabling predictive analytics Using Hybrid and multi cloud environment for better cost optimization, IOT for low latency processing, supporting for remote work, VDI setup There are challenges related to security and compliance by growing complexity of IT. shortage of skills and expertise resources. Cost optimization pressure data and privacy concerns

Digital disruption is rapidly changing the managed services playbook. Conversational systems powered by GenAI offer a step change in customer experience and will bring considerable efficiencies. Cyber security is fast emerging into a key focus with increasing frequency, scope and sophistication of attacks. While this needs wholistic transformation across people, process and technology dimensions; it is also a growth opportunity given the focus on cybersecurity.

The MSP industry is on a roll, fueled by the rise of cloud computing and increasingly intricate IT environments. However, this growth comes with its share of hurdles. Finding skilled staff is a constant struggle, and standing out in a crowded market requires a clear value proposition. Cutting-edge trends are emerging to empower MSPs. AI is streamlining operations and personalizing experiences, cloud expertise is becoming a must-have, and advanced security services are in hot demand. To capitalize on this, position yourself as an AI expert, delve deep into cloud security or a specific industry niche, and never stop learning.

The MSP industry is booming, driven by the rising adoption of cloud solutions and the need for strong remote IT support. This demand propels automation, allowing MSPs to offer strategic services beyond patching and monitoring. However, the industry faces a shortage of skilled IT talent, making it tough to find and retain technicians who can keep up with technological advancements. Constant innovation requires heavy investment in training to keep offerings relevant. Additionally, a crowded market forces MSPs to differentiate through unique service packages and by demonstrating their value. Regulatory changes add another layer of complexity, requiring MSPs to stay compliant to maintain client trust.

In der Ära der digitalen Transformation sind Unternehmen aller Größen und Branchen bestrebt, Technologien zu nutzen, um Wettbewerbsvorteile zu erlangen. Diese Transformation erfordert den Einsatz fortschrittlicher Lösungen wie Cloud Computing, KI, Datenanalyse und Cybersicherheit. Jedoch stehen viele Unternehmen vor der Herausforderung, dass ihnen interne Ressourcen und Fachkenntnisse fehlen. Hier kommen Managed Service Provider (MSPs) ins Spiel. Wir fungieren als Ihr Kompass in dieser dynamischen digitalen Welt, bieten Expertise und unterstützen Sie bei der Implementierung und Verwaltung dieser komplexen Technologien. Unser Ziel ist es, Ihr Unternehmen sicher und effizient durch den Prozess der digitalen Transformation zu navigieren.

The trends we see for remote work in the space are an obvious rising demand for remote IT support and management, particularly due to the increased use of collaboration tools (e.g., Teams, Slack). This all means there needs to be enhanced security measures for remote workforces and also accelerated cloud adoption for remote work support.

You can’t support a remote team without the right tools/software. I’ve managed remote teams without a good software and with an enterprise software. The latter was a hugely successful process. Remote work is key the changing workforce here are a couple of things that I’m now able to do because of it. 1) Recruit the best talent- I’m not dedicated to a geographic area. 2) Provide extended coverage times due to remote teams from coast to coast. 3) Apply a flexible schedule - a key demand for the younger workforce. Now there are also downsides, but if you have a plan to mitigate the risk (again, a great software tool is key), your remote team can take you far!

The shift to remote work, accelerated by COVID-19, presents both opportunities and challenges for IT management. While it can reduce costs and increase satisfaction, it also raises concerns about security and performance. MSPs are key in navigating this new terrain, offering solutions for remote access, support, and robust data protection. How can businesses best balance these benefits and risks?

The COVID-19 pandemic accelerated the shift to remote work, presenting both challenges and opportunities for small businesses. While remote work can reduce IT costs, boost productivity, and improve employee satisfaction, it also introduces risks related to security, compliance, and performance. Managed Service Providers (MSPs) are essential in helping small businesses navigate these challenges by offering remote access, support, and monitoring solutions. MSPs ensure data protection, backup, and recovery, allowing businesses to maintain secure and efficient operations in a remote work environment.

Trends vs challenges: Remote work trends include the widespread adoption of hybrid work models, increased reliance on collaboration tools, and a focus on employee well-being and flexibility. Challenges involve maintaining cybersecurity, ensuring team collaboration, and managing work-life balance effectively in a distributed work environment.

Think about it this way, most MSP’s are basically your IT department now. This means you have to rely on them to provide innovation at a rapid pace to keep up with the speed of technologies evolution. The challenge is keeping the MSP resources up to speed on cutting edge innovations so that when a key OEM presents the next best thing you can rely on your new IT department to provide clear insights to the possibilities and value of the new thing!

Um MSP (Provedor de Serviços Gerenciados) deve, inicialmente, dedicar-se a ouvir atentamente o cliente. É crucial permitir que o cliente detalhe suas necessidades e desafios sem qualquer pré-análise ou julgamento. Após essa etapa, o MSP deve avaliar internamente sua capacidade de atender a estas demandas. Se viável, o próximo passo é elaborar uma proposta detalhada para confirmação do cliente. Essa abordagem é fundamental para alinhar as expectativas e garantir a satisfação do cliente.

Most customers of an MSP have IT and specifically security needs to be supported. They do not have a technical background, which is why they need an MSP. Bringing services and tools that provide easy to understand value and outcomes is the basic need of the customer and the expectation that is top of mind. The customer expects to have an easy understanding of what has been provided and an intrinsic want to help them with day to day issues. Further, they want to feel safe and understood for their business needs and overall partnership with the MSP they work with.

In managed services, customer expectations are evolving towards proactive, 24/7 support. Embracing AI and automation is a key trend, but it comes with challenges—balancing innovation and security, ensuring scalability, and addressing the skills gap. Success lies in a customer-centric approach, leveraging technology while maintaining a human touch. Let's explore how the industry can meet and exceed these expectations.

In meiner Rolle im Managed-Service-Markt beobachte ich einen klaren Trend: Kunden suchen nicht nur technischen Support, sondern MSPs, die als strategische Berater und Innovatoren agieren. Ein Schlüsselelement, das ich immer häufiger sehe, ist der Shift-Left-Ansatz. Durch diesen Ansatz werden kundenorientierte, proaktive Lösungen geschaffen, die genau auf die spezifischen Geschäftsbedürfnisse zugeschnitten sind. Diese Entwicklung betont die Notwendigkeit für MSPs, nicht nur Dienstleistungen zu erbringen, sondern als vertrauenswürdige Partner zu fungieren, die die Ziele und Herausforderungen ihrer Kunden wirklich verstehen.

Cybersecurity for an MSP has to start with the provision of the service of security first and vendor/technology second. The ability to assess the issues that your customers are facing and mitigate the exposure is the main focus. Sharpen your skills and understanding of threats and solutions while reviewing technology that is able to accelerate your abilities. The cybersecurity threats are numerous and your biggest vulnerability is lack of data. Understand where your customers are exposed and provide solutions it incidents that happen and preventative measures to the ones that have not. It is not "if" it is "when" a cybersecurity attack can happen.

Cybersecurity threats are a significant challenge for the managed services industry, especially for small businesses. The increasing frequency and sophistication of attacks can cause severe financial, reputational, and operational damage to both MSPs and their clients. To combat this, MSPs must invest in advanced security tools and protocols to protect their networks and data. They should also educate both their staff and customers on best practices for preventing and responding to cyber incidents. Compliance with data privacy and security regulations is crucial to ensure protection and build trust with clients.

We are in the age of transitioning to "Modern SecOps" This means migrating from on-prem SIEM, and having everything feed into the SIEM for decision making first. We are adopting XDR technology so detection can happen at the point of impact. We know that integrating your GRC program into your SOC is a value add. We are moving from waiting for an alert to doing proactive threat hunting. We understand that it's not just about monitoring what's going on inside our environment. It's about getting the full picture and looking at your business like an attacker does. Incorporating attack surface management, threat intelligence, continual testing. These are the elements to Modern Security Operations.

Wie ein Fußballclub, der in die Jugend investiert, müssen auch wir im MSP-Sektor vorausdenken. Angesichts des Mangels an IT-Fachkräften, besonders in Bereichen wie Cloud und KI, sehe ich die Lösung in Bildung und Jugendarbeit. Kurzfristig ist es eine Herausforderung, aber langfristig können wir durch Investitionen in die Ausbildung junger Talente und durch die Schaffung attraktiver Arbeitsbedingungen die Zukunft sichern. Wir müssen in eine Kultur investieren, die Wissen, Entwicklung und Teamarbeit fördert, um qualifizierte Fachkräfte zu gewinnen und zu halten.

The talent shortage is a significant challenge for MSPs, particularly as the demand for IT professionals skilled in cloud, AI, data, and security outpaces supply. This makes it difficult for MSPs to recruit, retain, and train staff while maintaining high service standards. To overcome this, MSPs must adopt strategies to attract and retain talent, such as offering competitive compensation, benefits, and incentives. Additionally, providing opportunities for learning and development and fostering a positive, collaborative culture are essential to building a skilled, motivated workforce that can meet the demands of a rapidly evolving industry.

The Managed Service Provider (MSP) industry demands both automation and innovation to excel. By embracing these tools, MSPs can: 1. Boost efficiency: Automation takes care of repetitive tasks, freeing up valuable time for MSP team members. 2. Enhance service quality: Automation ensures consistency and reduces human error, leading to improved service delivery. 3. Elevate user experience: Streamlined processes and faster resolutions thanks to automation lead to happier and more satisfied users. 4. Invest in upskilling: Freed-up team members can dedicate time to learning new skills and technologies, preparing them for the future.

We can’t talk about automation and innovation in managed services without also talking about AI. It’s crossed the chasm and is certainly more than a buzzword - it needs to be a business strategy, because if it’s not, innovation and automation will be left behind and your business will suffer. Software solutions play key roles - whether it’s generative AI in ServiceNow’s ecosystem or Copilot for Microsoft that touches literally everything Microsoft - AI is the backbone for automation. I’m a believer that anything repetitive by humans needs to be automated. Start with the small easy wins and make iterative changes - then (here is the key) measure the impact.

Automate your low level tasks. Things you are highly confidant AI/ML/SOAR can accurately take care of. Resources are expensive and in order to retain them you'll want them working on exciting things. Doing initial ticket triage is not exciting. Threat hunting, investigations, pentesting, innovation projects, these are exciting. These also deliver more value. The goal with automation is to have your resources working on the most valuable aspects of the service. This means you can be proactive and reactive faster. You can provide cost value to your clients. You can deliver a better service.

Specific to MSSPs, last year, Google’s Head of Autonomic Security Operations stated that “by 2025, 90% of security operations workflows will be automated and managed as code”. With the emerging tech in GenAI, LLMs, and “no code, low code” automation tools it appears we are nearly there already. MSSPs offering SOC services will see a fundamental shift in their operations. Common tier 1 and 2 SOC tasks are becoming autonomous, less human oversight is need (and subsequently staffing). MSSPs will become more efficient but will also need to innovate on new cloud-focused offerings. One possibility could be Zero Trust Architecture as a managed service for multi-cloud or hybrid environments.

MSSPs can navigate industry shifts by embracing automation and innovation. Automation streamlines processes, boosting efficiency and cutting costs. It liberates staff from repetitive tasks, enabling a focus on strategic activities. Meanwhile, innovation is pivotal for creating solutions that align with evolving customer needs. It provides a competitive edge, differentiating MSSPs in a crowded market. This dynamic duo ensures adaptability to industry changes, positioning MSSPs as leaders. Automation optimizes, while innovation propels MSSPs forward, creating a winning strategy for success.

I believe, due to the cloud shared responsibility model, MSSPs will start to see a reduction in scope of client infrastructure monitoring. As workloads continue to move from on-premise data centers to the cloud providers, the security responsibility of those assets shift to the CSPs as well. IaaS, PaaS, and SaaS all have varying degrees of client vs provider responsibility. The CSPs are offering security tools and services that will take market share away from MSSPs focused on deliver monitoring and response of traditional network and datacenter architectures. Innovation of new offerings will be critical to retain market share. One possibility could be Zero Trust Architecture as a service, especially for multi and hybrid-cloud environments.

Many in the traditional MSP or IT Outsourcing are seeing the need to be able to provider Cybersecurity services. The issue is many do not have the skills to do so, and are not hiring those skills. It's a costly investment to make even if there is a large upside in potential revenue. This is leading to either services being "disguised" as security or only partly reducing risk for clients because of a lack of understanding on the MSP side. For an MSP looking to build this capability they should look to leverage channel partners initially to get their clients the services they need, while they get capital to invest on their own teams and prove out their market demand.

I have found that enterprises across a spectrum of industries and scales are seeking to harness the power of technology for enriching client engagement, refining operative processes, and carving out a unique competitive edge. Achieving this involves embracing innovative solutions, artificial intelligence, data analytics, and cybersecurity. That's exactly where managed service providers (MSPs) assume their strategic role and make their expertise felt. With their specialized knowledge, extensive experience, and advanced capabilities, MSPs empower businesses to actualize their digital aspirations.

Successful outsourcing to an MSP requires, on the one hand, the customer to manage change among its internal teams in order to support outsourcing while remaining challenging vis-à-vis the MSP and, on the other hand, for outsourcing accompanied by the takeover of the customer's staff, the MSP must also manage change among the staff thus acquired, as practices and reflexes within an MS team may vary in comparison with what is done at the customer; In addition, the teams that used to work at the customer's often have a role in steering the third party in incident management. At the MSP, they become the party that has to find solutions to the problem.

Current trends in the Managed Services include the rise of cloud computing and hybrid cloud solutions, an increased focus on cybersecurity as threats grow more sophisticated, and the adoption of automation and AI to streamline operations and enhance service delivery. Additionally, there's a shift towards flexible, outcome-based service models and a growing emphasis on sustainability and green IT practices. Challenges include navigating the talent shortage in tech roles, managing increasingly complex IT environments, ensuring data security and regulatory compliance and meeting evolving client expectations for cost-effective, high-quality service. Additionally, rapid technological advancements require constant upskilling and adaptation.