2021 Trends: Set the Stage for a Successful 2021

tech support.

MSPs without an integrated service desk solution in their solutions stack should consider bringing one online. Many of those tasks can transition to fully self-service solutions with auto-remediation of common tickets, leaving your technical staff free to work on tougher problems or system maintenance.

2. Cloudy days ahead.

Migrating core applications and systems to the cloud wasn’t new in 2020, nor will it be new next year. But the pace of digital transformation has hastened, and with it is an increased appetite for moving more and more functionality and data to cloud-based solutions–even in industries such as hospitality, healthcare and education that were previously hesitant to make the move.

Cloud management platforms simplify the work facing MSPs supporting these customers. These help MSPs manage this new infrastructure, and cloud assessment tools provide a huge time savings by spotting security gaps and generating reports that technicians need.

Cloud and SaaS apps shouldn’t get a free pass when it comes to backup and data recovery, either. Far too many firms assume their data is being backed up by these providers as part of the monthly or annual fees, but that’s often not the case. Using a SaaS data protection platform ensures the data in Office365, G Suite, Salesforce.com, and other common solutions is always backed up and ready for a speedy restoration if things go sideways.

3. Belts will remain tight.

While some businesses have held relatively steady during the pandemic (and a few have even seen growth and increased profits), the overall economic recovery will take multiple years. Even when COVID-19 is something we refer to in the past tense, there are still many questions regarding how quickly old behaviors will return to pre-pandemic levels (if they ever fully do).

Clients will be hedging their bets and less willing to spend freely than during true boom times. This means additional scrutiny for their current contracts and relationships, as well as seeking opportunities for additional savings.

MSPs also aren’t immune to this phenomenon themselves. Many MSPs had to furlough or cut staff when things got tight, and may not have the cash to bring them all back. Maintaining service levels when your endpoint-to-technician ratio surges above 100 can only be achieved via automating IT tasks and increasing technician efficiency.

Using a remote monitoring and endpoint management solution takes care of much of the heavy lifting, keeping customers happy and freeing up resources for strategic initiatives MSPs must invest in for long-term growth and stability.

4. The bad guys aren’t slowing down.

If anyone thought a global pandemic might create a crisis of conscience for cybercriminals, they can rest assured nothing of the sort transpired. Instead, malicious attacks have merely adapted to the new state of things, finding plenty of soft targets along the way.

While phishing attacks, ransomware and data breaches are nothing new, the rapid switch to remote and an increased reliance on IT systems for business continuity have made it an easier and more profitable game. The net result is a 400% increase in cyberattacks.

To combat this onslaught, MSPs must be proactive for themselves and their clients’ sakes. Antivirus/antimalware is a given, and email protection solutions can stave off phishing attacks that can lead to far worse outcomes.

And to prepare for any attacks that do penetrate your defenses, a backup and disaster recovery solution provides another layer of protection to help quickly recover and stand-up essential services with limited downtime. Tying your firm’s ability to protect client data and systems to their agreement to include these protections as part of their overall managed environment helps everyone stay covered.

Preparing for an uncertain future

Getting back to “normal” may take a while, and some things have been irrevocably changed. But proactive MSPs can make the most of the current situation and position themselves well for the eventual recovery by focusing on these key areas.

IT’s strategic importance has only been strengthened by everything that’s transpired in 2020, so don’t be surprised to see even more businesses looking for help in the year to come. Tracking these trends and investing in the tools, expertise, and automation to scale efficiently will make all the difference.

Jim Lippie is GM & SVP Partner Development, Kaseya.

This guest blog is part of a Channel Futures sponsorship.