MSPs are coming face to face with the reality that customers need more than traditional IT support services. Cybersecurity, accelerating cloud adoption and other forces have combined to drive a game-changing shift. This results in an urgent opportunity to better serve customers and create lasting value.
Among these issues are:
- The ongoing shortage of skilled IT professionals. This is particularly tough for small and midsized businesses (SMBs), which are increasingly the prime targets of cyberattacks. They typically do not have enough IT resources to handle the preparation, mitigation and response required.
- The growth, sophistication and increased frequency of cyber threats. Even organizations with fully staffed IT departments can find it impossible to keep up.
- The rapid maturation and adoption of cloud ecosystems, which compounds the first two challenges. As businesses move data, applications and infrastructure into the cloud, the complexity of securing those environments also increases.
Businesses need more from their MSPs than ever before. These higher expectations are forcing a shift in approach to client services and support. Understanding how cloud architecture and cybersecurity strategies are impacting the market will guide MSPs.
Rebuilding your MSP playbook
Here are five ways to build a stronger, more resilient business for the future.
1. Cloud ecosystems widen the security scope
The cloud is universal, and businesses everywhere are reaping the benefits of scalability, flexibility and cost efficiency. However, with data distributed across public and private clouds, software platforms and on-premises systems, the potential attack surface is vast.
For SMBs with limited in-house expertise, managing cloud security is an even bigger challenge. So, they look to their MSPs for help. In the new playbook, MSPs need to provide deep knowledge and immediate support spanning cloud and on-premises environments. Partners must:
- Offer centralized visibility
- Implement best practices
- Monitor activity across the entire cloud ecosystem
- Help customers configure security and governance frameworks that align with their business needs.
- Clearly define shared responsibility models
Ultimately, the MSPs that deliver cohesive security across multicloud architectures will be considered trusted, long-term partners, rather than commodity IT service providers.
2. IT talent shortages drive new operating models
Nearly every industry is competing for the same skilled IT talent, making hiring expensive and unpredictable. While SMBs feel this pressure the most, no business, corporation or organization is immune.
For MSPs, the talent shortage is impacting how client services are delivered. Keeping existing staff engaged and satisfied also is key. The most effective employers offer ongoing professional development, including technical training on the newest solutions. Additionally, investing in key industry certifications is important for team members’ growth and improves MSP market credibility.
Because of the skills shortage, many MSPs have specialized in certain high-value areas, rather than staying as IT generalists. Focusing on the key areas of AI, cloud, cybersecurity, compliance and data protection improves service quality and creates market differentiation.
By leaning into automation, training and partnerships, MSPs can maintain high service levels even in a constrained labor market.
3. Compliance and risk management priorities
As businesses move more operations to the cloud, regulatory and compliance requirements become harder to manage. Data privacy laws, industry regulations and cyber insurance requirements are forcing organizations to take a stricter approach to security and risk management.
For many SMBs, compliance is overwhelming and resource intensive. They may not know which regulations apply to them, or how to implement the controls required to stay compliant.
MSPs can increase their value by advising and guiding clients through the compliance process. Key areas to help customers include assessing risk, implementing policies and maintaining documentation that proves compliance.
While cloud platforms provide security features, they must be configured correctly to meet regulatory requirements. MSPs that understand both the technical and compliance aspects of cloud security can advise clients and mitigate risk.
4. Security is no longer an extra option. It’s a core service
In the past, cybersecurity was treated as an add-on service. Firewalls, antivirus and backup solutions were layered on top of existing infrastructure. Hybrid and multicloud environments have made security expertise essential.
Now, security must be built into every layer from the ground up. Channel partners that can design, deploy and continuously manage integrated security solutions will have a clear advantage.
From managed detection and response (MDR) and SOC/SIEM capabilities to data loss prevention (DLP) and business continuity/disaster recovery (BC/DR), MSP portfolios are becoming more robust.
Frank Arnett
MSPs should hone their skills to understand how to secure applications, protect identities across platforms and respond to incidents quickly. Providing security services improves protection for customers and creates predictable ongoing business for MSPs.
5. Maturity in cybersecurity and data protection is a competitive advantage
MSPs that have mature security practices will stand out. Clients need partners that can ensure business continuity, protect sensitive data and minimize downtime. Cost is no longer the only factor.
To achieve maturity, MSPs must develop standardized processes, documented procedures and proven solutions for securing cloud environments. This will better prepare them to respond to incidents, reducing risk for themselves and their customers.
Ultimately, developing mature security capabilities enables MSPs to become strategic advisers. Trust is one of the most valuable assets an MSP can have.
Moving from managed service providers to ‘major support partners’
Managing cybersecurity in the cloud requires developing a new playbook. Though intimidating, it is achievable and the right thing to do.
Adopting a new mindset and strategy can evolve MSPs from reactive support teams into trusted advisers who help effectively manage risk, compliance and digital transformation.
MSPs that invest in cloud security expertise and mature service delivery models will build stronger customer relationships, deliver higher-value services, and create more successful businesses.
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Frank Arnett is the director of MSP & Strategic Growth at OTAVA, a provider of secure, compliant, multicloud solutions and data protection. With more than 20 years of experience, Arnett is a cloud expert committed to operational leadership and strategic growth.
Featured image: Isidro — stock.adobe.com
