On September 24, 2025, OpenText Corporation (NASDAQ: OTEX, TSX: OTEX) unveiled the findings from its third annual Global Managed Security Survey. The results shed light on the burgeoning interest in artificial intelligence (AI) among managed service providers (MSPs) and highlight a significant gap in their readiness to meet the evolving demands of small and mid-sized business (SMB) customers.

2. AI Demand Surges, But Readiness Lags

The survey, which included over 1,000 MSPs, indicates that a staggering 92% of respondents reported business growth driven by AI interest, with 96% anticipating this trend to continue throughout the year. However, the optimism is tempered by a stark reality: only about half of the MSPs feel adequately prepared to assist SMBs in the adoption of AI tools. This represents a significant decline from the previous year, where 90% of MSPs expressed confidence in their readiness to address AI-related security needs.

Michael DePalma, Vice President of Business Development at OpenText Cybersecurity, emphasized the pressures on MSPs to keep pace with AI adoption. He stated, "MSPs are under pressure to match the pace of AI adoption by their SMB customers. They need security partners who can deliver integrated, scalable services that reduce tool fatigue and simplify operations."

Key Findings on AI Readiness

Growth vs. Preparedness: Despite the positive growth narrative, less than half of the MSPs have developed or deployed AI cybersecurity agents for their SMB clients.

Internal Use of AI: A substantial 67% of MSPs utilize AI internally for customer support, 66% for technical support and ticket triage, and 58% for threat detection and response.

Importance of AI Expertise: AI proficiency has risen to become the third most critical attribute for MSPs in the eyes of SMBs, following threat prevention and 24/7 support.

3. Simplicity Over Cost in Tool Selection

As SMBs face increasing tool fatigue, the survey found that cost considerations are becoming less of a barrier. The percentage of customers citing cost savings as a primary challenge has decreased dramatically, falling from 28% in 2023 to just 17% in 2025.

Preferences for Security Bundles

Bundled Solutions: A significant 71% of SMBs now prefer all-in-one prevention, detection, and response security packages, indicating a shift towards simplicity and comprehensive service offerings.

Integration is Key: For 78% of MSPs, ease of integration has become paramount, surpassing the importance of vendor count in their purchasing decisions.

Security Strength Over Price: Nearly half (44%) of MSPs consider the strength of security solutions as the leading factor in their purchasing decisions, overshadowing price, which was only cited by 8%.

4. Service Expansion: The New Growth Engine

The survey also highlights a proactive approach among MSPs towards service expansion.

Future Plans: An impressive 95% of MSPs plan to broaden their managed service offerings in the upcoming year, with 57% actively developing new services.

Focus Areas: Key priorities for these new services include tool integration (38%), high attach rates with core services (18%), and applicability across various SMB verticals (16%).

Customer Acquisition Channels: Referrals lead as the primary source of new SMB customers (32%), followed closely by online searches and digital advertisements (29%), and technology marketplaces (25%).

5. Conclusion

The OpenText Cybersecurity 2025 Global Managed Security Survey paints a complex picture of the current landscape for MSPs. While the demand for AI-driven solutions is surging, the widening readiness gap poses significant challenges. As MSPs navigate these waters, OpenText is positioned as a critical partner, offering integrated and scalable solutions to help them meet the growing security demands of their SMB clients.

For further insights, stakeholders can access additional findings through the OpenText Cybersecurity Global Managed Security Survey infographic and explore the Canalys Partner Ecosystem Multiplier (PEM) 2025 Study.

Original press release