Karl Palachuk is considered one of the pioneers in the Managed Service Provider (MSP) space. He founded a managed services business before it was called managed services, and he’s written 15 books on the subject—including several best-selling ones on Amazon® for the “managed services” topic. His book, Managed Services in a Month, is one of the best references for any IT support business looking to move to a managed services model, and his Managed Services Operations Manual series (four books!) is the best guidebook on the market for building your operations.
The MSP market and the available toolset have significantly matured since the 1990s. Although the MSP role has expanded to include mobile device management, managed security, remote firewall administration and more, there is still a huge focus on the toolset for remote monitoring and management of servers and networks. To understand what is happening in this space, industry thought leader, Karl recently conducted a survey focused on understanding the use of Remote Monitoring and Management (RMM) solutions in the marketplace.
This was not a massive survey, but the information is insightful because it’s conducted by an unbiased third party, not a vendor. There are three key takeaways:
The good news for the industry is that users love their tool selection! Seventy-three percent (73%) of respondents stated that they rate their satisfaction as either Good or Very good. Very few rated their tool as either Poor or Very Poor. On top if this, 61% of the MSPs who answered Karl’s survey also indicated they would buy their RM tool again—showing that the tools market has established itself as one that has clearly matured.
Additionally, it’s clear that the market has found its level and has established what fair pricing should be; 42% of respondents say their price is “Middle of the Road,” and 28% say it’s not expensive. The distribution of opinion is what we’d expect to see for pricing, which shows that investment in an RMM tool is seen to add value for MSP businesses.
When the market first emerged to support MSPs, there were several players, but no clear emergence of a dominant player. Now that the market has been established for over a decade, the survey shows that a dominant player has emerged. Karl’s survey shows that SolarWinds® MSP RMM (formerly LogicNow and N-able) has 35% of the market (as shown in the graphic below)—that’s a whopping three times as many solution providers as any of the other vendors in the space. In fact, five vendors alone dominate 84% of the market—and SolarWinds MSP is an order of magnitude larger than the other four.
We’re excited that Karl has taken the time to ask the MSP community these kinds of questions. This results in this survey are incredibly helpful to the industry as a whole, as it shows the maturity of the market and gives important feedback about users’ satisfaction.
As the largest player in the MSP space, all of us at SolarWinds MSP want to ensure that our tools are positioned to make our partners most effective and that we’re delivering the most value we can—insight like this helps us to ensure we are providing that service.
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