MSPs


Whether every MSP can deliver on these requirements is


another matter. Despite the huge opportunities for growth, service providers are also under pressure to meet and exceed customer expectations. In building business strategies to capture market share and guarantee growth, there are a range of challenges to overcome that will help define how the sector will change in the years ahead. For instance, bringing new services to market also requires the


development of complementary skill sets at a time when the IT industry, in general, is facing a dearth of talent. On the one hand, skills shortages can act as a catalyst for organisations to outsource their requirements to an MSP. Conversely, MSPs are also subject to the overall recruitment pressures seen across the technology sector. According to one recent set of figures, over 90% of UK businesses said there was an IT skills gap within the UK jobs market – a situation that is unlikely to change dramatically in the immediate future. In the cybersecurity niche, the problem is especially acute.


According to ISC2, who track the cybersecurity jobs market every year, “In 2022, the gap between supply and demand was estimated at 3.4 million; a year later this reached 4 million.” As their analysis points out, “Tis leaves the profession struggling with the seeming paradox that it is employing an ever-greater number of people in cybersecurity roles but at a pace that never quite catches up with the underlying need in terms of numbers or specific skills.” Ten there is the issue of filling the growing number of AI-


related roles. In common with just about every industry sector, MSPs are contributing to a trend that is already seeing 85% of organisations investing in AI technologies. Allowing for the fact that AI is attracting unprecedented levels of attention, it’s hard to see a situation where, somewhat ironically, the demand for human experience and expertise can possibly be met.


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Striking the right balance So, where does all this leave MSPs as they look to balance enormous commercial opportunities with some very difficult strategic and operational challenges? Arguably, the most effective approach will be one that strikes a balance


between continual innovation and improvement with a recognition of why the managed services model has become so popular. For instance, embracing tech-led change will continue to be a cornerstone for customer acquisition and retention, as business and IT leaders remain under enormous pressure to use technology for competitive advantage. In this situation, MSPs are ideally placed to provide the help they need. To address the ubiquitous skills gap, they will also need to make the


right investment in AI solutions to augment the capabilities of their workers. In common with many other industries, AI will help MSPs optimise their approach to a range of tasks and free human workers to focus on more complex issues. Tere can be no doubt that MSP clients will also continue to place huge value on the role trust plays in successful technology partnerships – a commodity that will prove extremely difficult to automate. Tis must go hand-in-hand with a commitment to continuous learning so technology professionals can keep refining their skills and offer the expertise their clients are looking for. Crucially, they must never lose sight of the need to develop a deep


understanding of client requirements and the industries in which they work. Tis will depend on their ability to build collaborative relationships backed by an approach which focuses resources on the opportunities and challenges faced by clients. As businesses tackle mounting IT complexities amid economic


challenges, they will rely heavily on managed service expertise to achieve their digital ambitions while controlling costs and risks. Tose MSPs able to strike the right balance between pioneering new capabilities and refining core competencies will be ideally placed to set the agenda for the future of this incredibly important sector of the global IT industry.


May/June 2024 | 43


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