Future Outlook on MSP Customer Understandings (2025)
In a rapidly evolving cybersecurity landscape, Managed Service Providers (MSPs) are playing a pivotal role in helping organisations navigate complexities. According to the MSP Customer Insight Report 2025, a survey conducted by Barracuda with Vanson Bourne, the role of MSPs and channel partners is shifting, with organisations relying on them for strategic guidance and long-term resilience, not just technical expertise.
The report reveals that 77% of Australian organisations already rely on MSPs to manage growing security challenges as they expand. This trend is set to continue, with over the next two years, there will be increasing demand for MSPs to provide expertise in AI and machine learning applications, as well as zero trust and managed security operations.
One of the key findings of the report is the need for MSPs to address disconnected security tools and meet high customer expectations for resilience and advanced support. In fact, 54% of Australian organisations want MSPs to help manage a spiraling number of disconnected security tools and vendors. Moreover, 48% of Australian organisations would switch MSPs if their provider cannot deliver 24/7 security support.
When choosing an MSP, organisations are mostly considering the MSP's ability to help remediate and recover from a cyberattack, and the MSP's own security resilience. The report indicates that MSPs face both unprecedented opportunities and significant challenges in their role.
The opportunity for channel partners isn't just to sell security solutions, but to solve systemic complexity. Dan McLean, Country Manager ANZ at Barracuda, suggests that the opportunity for channel partners lies not just in selling security solutions, but in solving systemic complexity. The channel, according to McLean, is more critical than ever in helping organisations navigate their cybersecurity challenges.
The need for MSPs' expertise is universal, with 92% of organisations globally willing to pay a premium for advanced MSP support in integrating their security tools. Some organisations are even willing to pay up to 25% more for such support.
In Australia, while there are no specific publicly available sources naming the most successful MSPs in 2025 who excelled in both security assessment and delivering strategic long-term advice and availability, it is clear that the role of MSPs in organisations is more consultative, embedded, and critical than ever, especially in hybrid environments with constrained internal resources.
The report is available for reading in full here. It provides valuable insights into the current and future role of MSPs in the cybersecurity landscape, making it a must-read for any organisation looking to strengthen their cybersecurity posture.
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