Insights from OpenText’s Global Managed Security Survey

OpenText recently unveiled the results of its third annual Global Managed Security Survey, shedding light on the evolving landscape for managed service providers (MSPs) amidst the increasing interest in artificial intelligence (AI). The findings indicate significant opportunities for growth, yet they also reveal gaps in the preparedness of MSPs to address customer needs related to AI technologies.

AI’s Impact on MSP Growth

The survey, which included feedback from over 1,000 MSPs, reveals a strong correlation between the rising interest in AI and business growth. An impressive 92% of MSPs noted that their business is expanding, driven by this growing fascination with AI, and 96% expect this upward trend to persist throughout the year. However, a noteworthy challenge emerges: only about half of the respondents feel equipped to assist small and mid-sized businesses (SMBs) in implementing AI tools. This marks a significant decline from the 90% who reported feeling ready last year.

The limitations arise from various factors, including insufficient resources to support customer demands, a proliferation of tools that complicate service delivery, and difficulties standardizing offerings across diverse customer environments. The sentiment that the readiness gap is widening rather than closing is concerning for MSPs striving to stay ahead in a dynamic market.

Expert Insights

Michael DePalma, Vice President of Business Development at OpenText Cybersecurity, emphasized the urgent need for MSPs to enhance their capabilities. “MSPs must align with the rapid adoption of AI by SMB customers," he explained. "Partnering with security providers that deliver integrated and scalable services is crucial to alleviate tool fatigue and streamline operations. OpenText’s Secure Cloud platform is positioned to meet these needs through flexible service bundles, simpler deployment, and a robust channel support team.”

Key Survey Findings

AI Demand Surging but Readiness Lags

The survey’s key takeaways highlight the paradox of rising AI demand amid MSP readiness challenges:

• Growth in AI Interest: 92% of MSPs are touting business growth attributed to AI, with 96% forecasting this trend to continue in 2023.
• Readiness Concerns: Only about half of MSPs feel prepared to guide SMBs in deploying AI solutions; this is a sharp decline from previous years.
• Cybersecurity Tools: Less than 50% have developed or deployed AI-driven cybersecurity agents for their SMB clients.
• Internal Utilization of AI: MSPs leverage AI internally; 67% employ it for customer support, 66% for ticket triage, and 58% for threat detection and response.
• Increased Importance of AI Expertise: AI capabilities have emerged as the third most critical attribute for MSPs, following essential functions like threat prevention and round-the-clock support.

Simplifying Security for SMBs

Another critical finding reveals that simplicity has taken precedence over cost considerations for many SMBs grappling with tool fatigue:

• Cost Concerns Declining: The percentage of customers listing cost savings as a main challenge dropped significantly—from 28% in 2023 to just 17% in 2025.
• Bundled Solutions Preferred: A substantial 71% of SMBs favor comprehensive security packages that cover prevention, detection, and response, while 45% lean towards bundles encompassing endpoint, network, and email security.
• Integration is Key: A staggering 78% of MSPs rank seamless integration as “extremely important,” prioritizing it over the number of vendors involved.
• Security Strength Over Price: Nearly half of MSPs (44%) cite the robustness of security solutions as the top purchasing factor, while just 8% consider price a primary concern.

Growth through Service Expansion

Service diversification is emerging as a crucial strategy for MSPs looking to expand their footprint:

• Future Plans for Expansion: A noteworthy 95% of MSPs aim to broaden their managed service offerings in the upcoming year, while 57% are currently focused on developing new services.
• Key Priorities: When considering new services, the top focus areas are integration across tools (38%), alignment with core services (18%), and applicability across various SMB sectors (16%).
• Customer Acquisition Channels: Referrals remain a significant source of new SMB customers, accounting for 32%, followed closely by online searches and digital advertising (29%) and technology marketplaces (25%).

These insights from the recent survey reflect both the challenges and opportunities that MSPs face in the rapidly evolving landscape of AI-driven security solutions. With the right strategies and partnerships, MSPs can navigate these complexities and continue to thrive in a competitive environment.