Future of the MSP Industry Research Report

LogicMonitor asked 183 MSPs from across the globe how their departments are evolving to maintain SLAs and support their customers amidst the 2020 global pandemic.

Future of the MSP Industry Research Report booklet

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Less than half of MSPs feel very confident that they can maintain continuous uptime and availability during a crisis


of MSPs feel there is only a small (or zero) chance their infrastructure can withstand a crisis


of MSPs feel their IT infrastructure is ‘somewhat prepared’ to withstand a crisis


of MSPs feel their IT infrastructure is ‘very prepared’ to withstand a crisis

Top 5 MSP IT Crisis Concerns

During a crisis when people must work remotely or where the office cannot be accessed in a reasonable timeframe, MSPs say they are most concerned about the following:

  • Dealing with internet outages or other technical issues remotely
  • Network strain from having too many individuals logging in remotely
  • VPN issues
  • Not being able to access hardware
  • Teleconference software security issues

Top Crisis Responses Include Investing In Employee Productivity Tools & Cloud

MSP IT Methods Used to Accommodate Fully Remote Workforces


of MSPs believe the COVID-19 pandemic is causing organizations to accelerate their migration to the cloud


of MSPs had workloads in the cloud prior to COVID-19


of MSPs expect their workloads to reside in the cloud post-COVID-19

IT automation will become a focus in next three years.

  • 80% of MSPs around the world currently use AIOps functionality within their daily workflows
  • 96% say investing in automation is worthwhile because it allows IT teams to focus on more strategic tasks and initiatives
  • 97% of MSPs say they expect the focus on automation to increase in the coming three years
Garbage Collection in Java  

METHODOLOGY: In May – June 2020, LogicMonitor commissioned an independent third-party research firm to survey 183 MSPs from the US, Canada, UK, Australia and New Zealand to ascertain their views on IT automation, cloud migration and business continuity in the face of unexpected crises.