Prior to joining N-able, I worked for MSPs that supported clients all over the island of Ireland. That career in IT started back in the last millennium (yes, I’m that old), when reactive support often meant hopping into the car and driving to a customer to resolve their issues in person and on some rare occasions jumping on a flight if the situation was that urgent.

Countless times in the MSP world I’ve had to ask myself, “why can’t the end users handle this?” Typically, the answer boils down to the fact that they are paying the MSP to take that stress and labor off their hands. However, there are occasions when end users, providing they’re properly trained, can legitimately take some of the workload off the MSP’s hands.

At our N-able Empower event held in Las Vegas last month, our CEO John Pagliuca spoke to more than 400 of our MSP partners about the fact that he while doesn’t believe anything is recession proof, he does believe that the MSP industry is recession resilient.

With customers’ Microsoft environments becoming more sophisticated, the days of MSPs being hired to ‘just’ service an organization’s Microsoft 365 needs are long gone. Pre-pandemic, tasks typically revolved around new client setups, migrations, and updating existing Microsoft setups. It’s a different story now. MSPs are focusing their time on digital transformation, which means that more processes are needed to manage tenants. So, how can processes be more efficient?