MSPs
FROM REACTIVE TO PREDICTIVE
As enterprises recalibrate their digital strategies for 2025, technology solution
providers face a shifting landscape of demand, risk, and opportunity, and the channel is under pressure to deliver more than just tools. Rob Hankin, Chief Technology , explores how solution providers are adapting to these demands, and what it will take to stay relevant.
T
he market for Technology Solution Providers (TSPs) is undergoing a major shiſt, not just in the UK but globally,
evolving from a reactive approach to proactive, predictive services. Tis crucial shiſt utilises artificial intelligence (AI), machine learning and real-time data to anticipate and prevent problems. According to Statista, the UK’s managed services market is experiencing significant growth, driven by the increasing demand for outsourced IT support and maintenance services. Using the advancements in AI and machine
learning, businesses can now optimise efficiency, enhance user experience and remain ahead of their competitors. Te ability to anticipate and address issues before they occur is becoming essential for delivering consistent value to customers and building long-term credibility with clients. Despite there being clear advantages to predictive support
models, several TSPs still operate reactively and are resistant to change. Reactive support leads to frustrated clients, increased downtime and missed opportunities. Tis evolution not only
50 | September/October 2025
enhances operational efficiency but also opens new revenue streams through value-added services. Predictive models empower TSPs to deliver more strategic value, positioning them as trusted advisors. As IT environments become more complex,
businesses today expect solution providers not only to resolve issues swiſtly but prevent them entirely. Breakthroughs in AI and machine learning are accelerating this shiſt. By adopting a predictive approach, supported by smarter tools that allow TSPs to work faster, organisations can drive growth, strengthen resilience and ensure greater business continuity.
Limitations of a reactive approach TSPs that still operate reactively are increasingly falling behind the curve, and with predictive services becoming the norm, providers must adapt. In today’s digital landscape, there is a basic expectation that customers receive seamless, uninterrupted services, where issues are prevented and customers can rely on their partners.
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