OpenText, a global leader in secure information management for AI, has released the results of its third annual Global Managed Security Survey, highlighting the dual impact of AI adoption on managed service providers (MSPs). While AI is fueling significant growth opportunities, many MSPs report struggling to keep up with customer expectations around security, readiness, and operational simplicity.

The survey, which included responses from over 1,000 MSPs, found that 92% are experiencing growth attributed to AI adoption, and 96% anticipate this growth will continue throughout 2025. However, only about half of the respondents feel adequately prepared to assist small and mid-sized businesses (SMBs) in implementing AI tools. Factors contributing to this gap include limited resources, a proliferation of tools, and challenges in standardizing AI services across diverse customer environments. Notably, MSP readiness has decreased compared to last year, when 90% felt capable of meeting AI-related security demands, signaling a widening readiness gap.

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“MSPs are under increasing pressure to match the rapid pace of AI adoption among SMB customers,” said Michael DePalma, Vice President of Business Development at OpenText Cybersecurity. “They require security partners who can offer integrated and scalable services that reduce tool fatigue and streamline operations. That’s precisely what the OpenText Secure Cloud platform delivers—flexible bundles, simplified deployment, and a channel team with deep industry expertise, helping MSPs achieve scalable, profitable growth while addressing the rising demands of AI-driven security.”

Key Insights from the Survey:

  • AI Adoption Outpaces MSP Readiness
  • 92% of MSPs are experiencing growth driven by AI interest; 96% expect continued growth in 2025.
  • Only around 50% feel prepared to help SMBs adopt AI tools, a sharp drop from 90% in 2024.
  • Fewer than half have deployed AI cybersecurity agents for SMB clients.
  • Many MSPs are leveraging AI internally to enhance expertise: 67% use it for customer support, 66% for technical support and ticket triage, and 58% for threat detection and response.
  • AI expertise is now the third most valued attribute for SMBs, following threat prevention and 24/7 support.

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Simplicity Outweighs Cost for SMBs

  • Cost concerns are declining, with only 17% of SMBs citing it as a primary challenge, down from 28% in 2023.
  • Bundled security offerings are becoming more popular: 71% of SMBs prefer comprehensive prevention, detection, and response packages, while 45% favor combined endpoint, network, and email security bundles.
  • Ease of integration is considered “extremely important” by 78% of MSPs, surpassing the importance of vendor count.
  • Nearly half of MSPs (44%) prioritize the strength of security solutions when making purchasing decisions, compared to just 8% who focus on price.

Service Expansion as a Growth Driver

  • 95% of MSPs plan to broaden their managed service offerings in the next 12 months, with 57% actively developing new services.
  • Key priorities for these new offerings include integration across tools (38%), high attach-rate with core services (18%), and wide applicability across SMB verticals (16%).
  • Referrals remain the primary source of new SMB clients (32%), followed by online search and digital advertising (29%) and technology marketplaces (25%).
  • The findings underscore the significant role AI plays in driving business growth for MSPs, while also highlighting the urgent need for scalable, integrated solutions to address readiness gaps and customer expectations.

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