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OpenText Cybersecurity's Latest Insights

OpenText, a leader in secure information management, recently conducted its third annual Global Managed Security Survey, illuminating key trends among Managed Service Providers (MSPs). The survey involved insights from over 1,000 MSPs, and the findings indicate a significant dichotomy between the growth opportunities presented by AI and the current readiness of these providers to meet growing customer expectations.

AI Demand Versus Readiness Gap

According to the survey, a staggering 92% of MSPs reported that their businesses are experiencing growth largely fueled by an increased interest in AI solutions. Additionally, a remarkable 96% anticipate that this upward trend will continue throughout the current year. However, despite this positive outlook, only about half of the MSPs feel adequately prepared to assist small and mid-sized business (SMB) clients in adopting AI tools, a significant decline from 90% readiness reported in the previous year. This has led to the realization that the readiness gap is not only persistent but widening, causing concern among industry experts.

Michael DePalma, Vice President of Business Development at OpenText Cybersecurity, stresses the urgency for MSPs to adapt to the evolving landscape. He notes, "MSPs are under pressure to match the pace of AI adoption by their SMB customers. They need security partners who can deliver integrated, scalable services that reduce tool fatigue and simplify operations. That’s exactly what OpenText Secure Cloud platform delivers."

Key Survey Highlights

1. AI Utilization and MSP Preparedness

The findings indicate that while the demand for AI solutions is surging, MSPs are lagging in their ability to deploy these tools effectively. Less than half of those surveyed have developed AI cybersecurity agents tailored for their SMB clients. On the internal side, many MSPs are leveraging AI themselves; 67% use it for customer support, 66% for technical support, and 58% for threat detection and response. Strikingly, AI expertise has emerged as the third most sought-after attribute by SMBs in selecting an MSP, right after threat prevention and round-the-clock support.

2. Simplicity Over Cost

An interesting evolution in customer preferences has been observed regarding managed services. The survey revealed a drop in the percentage of customers prioritizing cost savings from 28% in 2023 to only 17% in 2025. Instead, there’s a burgeoning demand for bundled security packages; 71% of SMBs favor comprehensive sets that integrate prevention, detection, and response functionalities, highlighting a shift towards simplicity and effectiveness rather than merely cutting costs.

Integrating various tools seamlessly has become crucial, as indicated by 78% of MSPs who ranked ease of integration as highly important, surpassing vendor count in significance. Additionally, a robust security solution is a top consideration for 44% of MSPs when making purchasing decisions, contrasting sharply with the mere 8% who prioritize price.

3. Service Expansion as a Growth Engine

In an effort to adapt and thrive, 95% of MSPs are planning to broaden their service offerings within the next year, with 57% already developing new services. The primary areas of focus for these upcoming services include integration across tools (38%), ensuring high attachment rates with core services (18%), and maintaining broad applicability across various SMB sectors (16%). An interesting takeaway from the survey is that referrals from existing clients have become the leading source for acquiring new SMB customers, significantly outpacing traditional marketing methods.

Conclusion

The findings from OpenText's Global Managed Security Survey underline the urgent need for MSPs to not only recognize the potential of AI but also to adapt and align their offerings to meet evolving customer expectations effectively. As AI continues to forge ahead as a driving force in the technology landscape, the providers that embrace this challenge and leverage comprehensive, integrated solutions will likely thrive in a competitive market.

For further insights from this survey, including infographics and strategies on how OpenText can help support MSPs, explore the Canalys Partner Ecosystem Multiplier study.

About OpenText Cybersecurity

OpenText Cybersecurity offers holistic security solutions designed for organizations of all sizes—from prevention to detection, response, and compliance. Their platform is geared towards helping businesses bolster cyber resilience through unified, effective security measures, underscoring a commitment to managing business risks in today’s digital environment.