MSP Day 2022: Rethinking Managed Service Providing

The event featured insights from leading professionals:

• Erkka Heinola, Chief Revenue Officer, ONEiO Cloud GmbH
• Björn Hinrichs, Principal Consultant, Serview GmbH
• Robert Scholderer, CEO, Scholderer GmbH
• Siegmar Bröhl, Manager Enterprise Service Management, CANCOM GmbH

The discussion was moderated by Markus Bause, Managing Director of Serview GmbH, who guided the conversation through key topics such as cloud transformation, security, compliance, and evolving customer expectations. Below, we take a detailed look at the most important insights shared during the event.

‍The Evolution of Managed Service Providing

‍Traditional IT operations are changing rapidly. In the past, many MSPs focused on running their own data centers and providing infrastructure. Today, the emphasis has shifted to cloud services, security, compliance, and process integration.A major topic of discussion was the growing shift of IT services to the cloud. Companies increasingly rely on hyperscalers such as AWS, Microsoft Azure, and Google Cloud, creating new demands for MSPs. While infrastructure management was once the core business, the future lies in managing hybrid IT environments. MSPs must therefore adapt strategically to remain valuable partners.

‍Key takeaways from the discussion:

• MSPs must transition from pure infrastructure providers to consultants and integrators.
• Cloud services dominate the market, but businesses still need tailored solutions and support.
• Hybrid architectures remain relevant – a complete shift to the cloud is unrealistic for many companies.

Security and Compliance as Central Challenges

‍Another key topic was IT security and regulatory requirements. Due to geopolitical developments and increasing cyberattacks, companies are under greater pressure than ever to secure their IT environments.This presents a major opportunity for MSPs: Customers are looking for partners who can handle security, data protection, and compliance. However, the requirements are stringent, as businesses must ensure that their IT environments meet the latest legal regulations.Key insights on security and compliance:

• Cybersecurity is no longer optional – companies demand MSPs with strong security expertise.
• Compliance requirements (e.g., GDPR, ISO certifications) are becoming increasingly important.
• Customers expect clear SLAs to minimize security risks.

As a result, MSPs must not only provide technical solutions but also act as advisors on security and compliance issues.

‍Customer Expectations: More Than Just IT Operations

‍A crucial question raised during the event was: Who is actually the customer of an MSP? In the past, it was typically IT departments that sought external services. Today, business departments such as marketing, sales, and production often procure cloud services directly.This means:

• MSPs must work more closely with business units and understand their needs.
• Flexibility and fast service delivery are key success factors.
• Customers expect business-oriented solutions rather than just IT services.

MSPs must prepare for changing customer expectations and stakeholders. The focus is increasingly on business enablement – IT must actively support business success.

Pricing and New Business Models for MSPs

‍Another critical issue is pricing and the economics of managed services.Customers not only expect high quality but also transparent, flexible billing models. Many companies no longer have the budget to pay for IT services as fixed costs but instead seek usage-based or performance-driven pricing models.An interesting example from the discussion:

• One MSP no longer charges for services based on server capacity or working hours but instead by the number of processed insurance policies or orders.
• Such performance-based billing models allow customers to directly link IT costs to business value.

For MSPs, this requires a shift: Standardized flat-rate offers are becoming less common, while customized pricing models are gaining importance.

Integration and Automation: The Future of IT Services

‍One of the most pressing questions for MSPs is: How can IT services be delivered efficiently and automatically? The challenge lies in integrating different systems – whether in a multi-cloud environment or between on-premises and cloud services. Customers expect fast implementations and seamless processes.

‍Three key trends:

1. Automation of service processes – manual tasks must be reduced to increase efficiency.
2. Integration of various platforms – MSPs must seamlessly connect different technologies.
3. Self-service portals for customers – companies want to manage and control IT services independently.

MSPs must increasingly engage with DevOps, API management, and process optimization to remain competitive.

‍Final Thoughts: Managed Service Providers Must Reinvent Themselves

‍The discussions and presentations at MSP Day made one thing clear: The role of Managed Service Providers is undergoing fundamental change.Key takeaways:

• Cloud, security, and compliance are the dominant topics.
• MSPs must position themselves as strategic partners – traditional IT operations are no longer sufficient.
• Customers expect flexible, business-driven pricing models.
• Automation and integration are crucial for remaining competitive.

Managed Service Providers that adapt to these changes have significant opportunities to become indispensable partners for businesses. The future belongs to those who combine innovation with service quality and help their customers navigate an increasingly complex IT landscape.