SECURITY NEWS
Kaseya ’ s 2023 MSP Report finds lack of integration hinders daily operations and productivity
Kaseya , a global provider of unified IT management and security software for managed service providers , small to mid-size businesses , and mid-market enterprises , released its 2023 MSP Benchmark Report , which surveyed more than 1,000 managed services providers , MSPs from the Americas , Europe , Middle East , Africa and the APAC region .
The report , which surveyed both technicians and executives , provides insights into how MSPs streamline processes to provide cost-effective IT support and infrastructure management to SMBs .
Poor integration
Lack of integration between solutions continues to hinder daily operations and productivity . In the survey , 39 % of respondents reported that the biggest obstacle to business growth is the inability of technicians to maximise software usage . About 63 % of executives surveyed said that integration enabled them to take on more clients and expand their business , with 54 % saying fewer technicians were needed to manage the workload .
Almost half , 49 % of the executives , also said integration helped them cut costs . Not surprising , about 60 % of both executives and technicians surveyed are dissatisfied or neutral when it comes to work-life balance . Managing everyday mundane tasks causes them to struggle with getting their workload under control and even end up experiencing acute burnout . This can be alleviated by automating some of those mundane tasks .
Cybersecurity drives growth
The top five services that respondents intend to offer in 2023 fall under the cybersecurity umbrella , covering identity and access management , security awareness training and Dark Web monitoring . With cybercrime exploding , the percentage of respondents who back up their customers ’ SaaS applications , such as Microsoft 365 , Google Workspace or Salesforce , increased to 83 % from 78 % in 2022 .
About one-third , 32 % of the respondents , evaluate their threat landscape monthly and 35 % evaluate quarterly , while only 11 % do so annually , and a mere 1 % never do so . Technician respondents said that enhanced security services recorded the most growth in the last 12 months ; executives reported it as second place ., For executives , subscription-based managed services took the top spot , with business continuity and disaster recovery service featured among the top four service categories .
MSP ’ s challenges
The primary challenges MSPs anticipate are acquiring more customers as the MSP space intensifies , 35 % of executives and dealing with advanced and sophisticated security threats , 21 % of technicians . Supply chain issues are levelling off – the percentage
Mike Puglia , Chief Strategy Officer and GM of Security Products , Kaseya
of respondents who said supply chain impact is significant dropped from 35 % to 28 % in 2023 .
Co-managed IT
More than half of the technician respondents , 51 %, reported break-fix as their most time-consuming activity . However , it is only the third most lucrative revenue stream according to executive respondents , 39 %. Subscription-based managed services are the top revenue generator according to 68 % of executive participants and the second most time-consuming activity according to 43 % of technicians .
When it comes to what drives the biggest gain the break-fix model , executives cited hardware problems , while technicians said for them , it ’ s access control .
About a third , 34 %, of the respondents said they get between 1 and 25 per cent of their revenue from co-managed IT services . Another 29 % said they get between 26 and 50 per cent of their revenue from it .
About 51 % of the respondents are keen to participate in some form of M & A activity . Of this group , about 14 % said it is their primary growth strategy . Last year , only 36 % of the respondents were bullish on it .
This survey sought viewpoints from both MSP executives and MSP technicians . Of the respondents , executives comprised 37 % of the pool while technicians made up the remaining 63 %. MSP owners , partners , vice presidents and directors came under the executive group while the rest were grouped as technicians .
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