Taking responsibility for your clients' data
James Ratcliff, Ratcliff IT
Clients need to take responsibility for data in cloud services, including backup, protection, security, and detection.
2024 MSP Trends Report
Top Trends in MSP Service
MSPs explain their picks for the top five service trends of 2023 and 2024.
Service trend
#1
Cloud services were the leading service trend across current services and planned expansion.
#1
Cloud Services
Most common service provided in 2023
It's clear that for MSPs across the industry, cloud services are the most important foundation to their service offerings.
The majority of MSPs in our survey ranked cloud services as the #1 most common service provided in 2023, the #1 service to be offered in 2024, and the #1 service planned for expansion in 2024.
While moving to cloud-based technology has been in the works for years, the COVID pandemic impacts have accelerated the move. In order to support a wider range of clients and services, leveraging cloud-based solutions for the problems clients face have kept MSPs progressing in an otherwise tumultuous few years.
Now that businesses around the world are recovering, the accelerated need for cloud services have made an irreversible impact on the efficiency and flexibility offered to clients.
Cloud services are a foundational element to an MSPs sustained success and potential for growth in 2024.
Top Stats
Source survey data
plan to expand existing cloud services in 2024
66.30%
currently offer cloud-based services
58.90%
Cloud services do not have to be complicated
Ann Westerheim, Ekaru
For Main Street businesses, cloud can still mean practical basics like Microsoft 365, SharePoint, ticketing, and CRM done well.
Cloud services are changing physical hardware
Carrie Green, Alt-Tech Inc.
Hybrid and remote work reduce the need for central physical infrastructure. Cloud lets MSPs serve staff and customers more flexibly.
#2
Cyber Security
Most important offering for MSPs across 2023 and 2024
Cyber security has emerged as one of the biggest trends impacting business success and growth for MSPs. Where cloud services have been a positive force for MSPs, cybersecurity has been a big concern for both MSPs and clients.
Survey respondents ranked cyber security threats as the #2 biggest concern for their business growth in 2024. Cyber security services ranked as the #2 most important offering for MSPs across both 2023 and 2024.
MSPs are realizing the need to step up their cybersecurity efforts due to the rising threat of cyber attacks. Our survey shows a growing awareness among MSPs about investing in strong defenses to protect against breaches and ransomware.
Besides addressing immediate threats, MSPs focusing on cybersecurity are also better equipped to obtain cyber liability insurance for clients and comply with regulations around data protection. This not only keeps them competitive but also builds trust with clients.
Explore ControlMap for complianceTop Stats
Source survey data
currently offer cyber security services
55.90%
plan to expand cyber security services in 2024
37.80%
said cyber security threats were a top external concern
35.60%
MSPs are all getting better at security
James Ratcliff, Ratcliff IT
Ground-level security practice is still catching up, but incidents will keep pushing MSPs to sharpen their pencils and improve.
Small organizations need protections in place
Ann Westerheim, Ekaru
Small businesses need the whole gamut of protection, including incident response, but many still need help understanding the need.
Cyber security education is a priority
Carrie Green, Alt-Tech Inc.
Education has to come first: MSPs need to explain why a control matters, what it protects, and how it benefits the business.
#1
Backups
Service to add for MSPs who do not offer backup management
While many MSP have backup solutions, managing those backups effectively is an area of growth they are looking to improve in.
Our survey highlights the crucial role of Backup Management beyond just offering backup solutions. MSPs recognizing the growing need for reliable data protection are incorporating it as a key service.
Backup management is seen as taking the foundational service of backups and dedicating more time and resources into efficient management, restoration checks, and health monitoring.
Client data security and access is a vital factor in running a successful business, so it's no surprise that effectively managing backups is so impactful to the operation of MSPs.
MSPs specializing in backup management not only meet client demands but also align with compliance standards. This focus can improve an MSPs competitive value and also builds trust with existing clients.
See Backup RadarTop Stats
Source survey data
offer backup management beyond basic backup solution service
43%
who will offer it in 2024 plan to expand it
42%
of non-offering MSPs ranked it highest for 2024
30%
Services MSPs are adding
Lifecycle Manager
If you are serious about data, protect backups
James Ratcliff, Ratcliff IT
Backup management is fundamental. Everyone responsible for data protection and restoration needs to be on the same page.
Backups can save your MSP and clients in a crisis
Ann Westerheim, Ekaru
If all else fails, backup is what saves you. Managing backups means knowing they are actually backing up what matters.
Test and verify backups regularly
Carrie Green, Alt-Tech Inc.
It is not enough to say you offer backups. You need to check, verify, restore, test, and show that evidence to customers.
Network Management
The #3 most popular service of 2023
Network Management joined the top ranks of important services for MSPs across the board in both 2023 and 2024.
The survey findings highlight a growing awareness among MSPs about the importance of providing robust network management solutions. Because almost every client is now tied to the network, proper management and service is more important than ever.
As cyber security threats continue, MSPs with a focus on network management show clients that they are committed to proactively addressing vulnerabilities and ensuring the integrity of digital communication channels.
Network Management is not just an optional service, but a fundamental offering for MSPs.
Top Stats
Source survey data
currently offer network management
55.80%
who offer it plan to expand the service in 2024
50%
Services MSPs are adding
The network affects the entire business
James Ratcliff, Ratcliff IT
Applications, email, security vectors, and client experience all run through the network. If it is slow, the whole business feels it.
Network management also impacts cyber security
Ann Westerheim, Ekaru
You need to know what is on your network. Without network management, troubleshooting and security become guesswork.
Project Management
A differentiator for successful MSPs
Project management has proven to be one of the key differentiating factors for successful MSPs. Being able to go beyond the technical service and manage the execution and communication of larger projects and goals has a substantial positive impact on the client experience.
The survey responses reveal a growing recognition of the importance of providing effective project management solutions. In an industry where successful project execution is essential for business growth, MSPs that take project management seriously are seeing improved employee performance and improved results for clients.
Project management also lets an MSP staff develop their skills and position in the business, offering opportunities for growth and improving employee retention. The impacts of a positive internal company culture reflect in the end result for clients.
Project Management ranked as the 5th most popular service in 2023.
Top Stats
Source survey data
focused MSPs plan to expand project management in 2024
51.70%
also cited cyber security as an expansion area
42.60%
say project management has been a service focus
39.10%
Services MSPs are adding
Creating a path for staff development
James Ratcliff, Ratcliff IT
Projects are interesting work and a progression path for staff. Solid project management is a key differentiator.
Good project management keeps employees satisfied
Ann Westerheim, Ekaru
Project management helps people communicate progress and avoid the frustration that comes from feeling overwhelmed.
Project planning improves efficiency
Carrie Green, Alt-Tech Inc.
Dedicated project resources let the business scope work properly, capture revenue, and reduce out-of-scope work.
