New Service Offerings and Business Models Shape Today's Managed Services Market, New CompTIA Research Reveals

New Service Offerings and Business Models Shape Today’s Managed Services Market, New CompTIA Research Reveals

In an effort to recover from the pandemic, MSPs focused on improving the customer experience, cyber security and new technical capabilities.

, / PRNewswire / – An increasing number of managed service providers (MSPs) are embracing new business approaches and adding more sophisticated paid services to their portfolios, according to a new study by CompTIA, an information technology (IT) industry and workforce nonprofit. .

CompTIA’s January survey of 400 U.S. MSPs shows that most companies are cautiously optimistic about the business outlook due to the measures taken during the pandemic.

“Like many companies, MSPs were hit by the economic downturn caused by a two-year pandemic,” said Carolyn April, senior director of industrial analysis at CompTIA. “Some MSPs saw this as an opportunity to be creative and find new ways to deliver value to customers, but others had a hard time keeping up.”

Smart MSPs supported their business by expanding into new service areas and aggressively targeting things like a better customer experience and marketing. Many MSPs also took advantage of the massive shift to telecommuting by supplying and managing customer technology networks from centralized office booths to home offices. Eight out of ten maritime spatial providers said that the changes made over the last two years have had a positive effect. Thus, 53% of maritime planners are optimistic or very optimistic about their outlook for the next 12 months.

However, not all MSPs had such experience, and their concerns about the future are reflected in the results of the CompTIA study. 11-14% of respondents said they were pessimistic or very pessimistic about the state of the managed services market and / or their company next year. This compares with only 4% of a similar group of respondents who expressed anxiety about the future in a survey conducted last October.

“Much of this nervousness is largely due to events beyond their control – uncertainty about Covid’s next steps, supply chain woes and worries about the economy,” April said. “Fear may ease as these pressures become less of a concern.”

More attention to customer experience, cyber security

As customers have more opportunities than ever before to purchase their technology directly, MSPs continue to look for areas where they can add value. Providing a great customer experience (CX) is their priority. Almost half (46%) of MSPs say that changes in customers’ purchasing habits lead to changes in their own company, while a comparable number (44%) say that the demand for business advice is forcing them in new directions.

“Klint, which has a wide range of options, needs help finding the best solution for their business needs from hundreds of web-based applications with the same look and sound,” April explained. “The impact of MSP consulting can strengthen customer trust and stickiness, which can be both profitable and valuable.”

The complexity of cybersecurity is another area where MSP sees opportunities to strengthen relationships with customers. 93% of MSPs say the complexity of cybersecurity will change their business models over the next 24 months.

While network services, support, storage, and device management remain key elements of the MSP menu, businesses are also expanding into “premium” offerings. These include business applications as a service, data analytics, cloud-based services, and compliance and privacy consulting. MSPs will also continue to explore opportunities with new technologies such as the Internet of Things, the blockchain, artificial intelligence and virtual reality.

Nearly half of the MSP respondents said that they have added a moderate amount of premium services to their route cards in the last year, and 43% have done so at a significant level. 62% of MSPs that have added paid services said they expect strong growth in this category, which is equal to the rest of the business, while 19% forecast strong growth that is faster than other services.

However, progress in these new and emerging areas is to some extent hampering the reality of the current labor market. In a CompTIA survey, 44% of MSPs said they needed technical training among current employees, and 37% found it difficult to hire the right skills.

“Skills exist, but today there is a job seeker market and MSPs compete not only with other technology companies for new employees, but with companies in all industries,” April said. “Smart MSPs invest in their existing staff by providing in-house training and access to certifications and other professional development empowerment opportunities.”

The CompTIA Managed Services Trends overview is available at

About CompTIA The Computing Technology Industry Association (CompTIA) is the leading voice and advocate for the $ 5 trillion global information technology ecosystem; and an estimated 75 million industrial and technical professionals who design, implement, manage and protect the world’s leading technology. Through education, training, certification, advocacy, philanthropy, and market research, CompTIA is the center for advancing the technology industry and its workforce. Visit

Media Contact Steven Ostrowski CompTIA [email protected] +1 630-678-8468

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