Summary Bullets:

• In its annual Global Managed Security survey of 1,019 managed services providers (MSPs) in the US, Canada, and the UK, security vendor OpenText uncovered a big delta between the desire to exploit SMB demand for AI-driven solutions and the capability of these providers to deliver the essential support.

• Approximately 92% said they are seeing growth driven by client interest in AI but only half have the adequate resources and expertise to help clients deploy these solutions.

Organizations of all sizes are boarding the AI bandwagon. For smaller businesses lacking internal AI expertise, adoption often requires the support of an external provider. Unfortunately, that same resource limitation also plagues many of the MSPs SMBs seek out for AI support. In a recent OpenText survey of 1,019 security practitioners, IT managers, and customer relationship managers, in the coming year 96% expect to see growth in demand driven by interest in AI. However, half said a combination of factors leaves them under-prepared to support SMB AI needs, including a lack of internal expertise, too many disparate tools to manage, and the lack of standardization across different client environments.

Fewer than 50% of the surveyed organizations have developed or implemented AI cybersecurity for their clients. That said, the majority are using AI for a variety of customer-facing applications, with 67% leveraging the technology for customer support and 66% rely on AI for technical support and triage. Over half (58%) apply AI for threat detection and response.

All MSPs are aware of the urgency of upskilling staff on AI, noting it is now the third most important capability behind threat prevention and 24/7 support for its SMB clients. SMBs are seeking out bundled security packages in droves. Seventy-one percent are looking for combined prevention, detection, and response solutions. Forty-one prevent want endpoint, network, and email security offerings.

Most of the surveyed MSPs are on a growth path with 95% expanding their portfolios in the coming year. Integration across discrete tools is of highest importance (38%). Eighteen percent said attach-rate to core services is crucial. Sixteen percent cited the criticality of having solutions that work across vertical industries.

A proven reputation is essential for MSPs to compete and win new clients. Thirty-two percent said customer referrals are the primary way to gain new customers, while 29% of prospects come to MSPs through digital searches or advertisements.