2020 US SMB & Midmarket Managed Services Adoption Trends

2020 US SMB & Midmarket Managed Services Adoption Trends

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SMBs are increasingly dependent on information technology. These SMBs are dealing with an ever-expanding portfolio of increasingly-complex applications and platform technologies. At the same time, these firms are struggling to rein in IT-related expenditures, including staff-related costs. This combination of increased reliance on technology as a key element of business success, burgeoning complexity and cost constraint has created a ‘perfect storm’ for use of managed services. Initially introduced to the IT market as a means of managing print-related costs and technologies, managed services has expanded to become a preferred method of sharing scarce IT resources across multiple SMB businesses and business locations. Managed services now includes offerings that address a wide range of critical topics, such as mobile device management, storage management and security. And the channel that supplies IT technology and services to SMBs has responded to this demand by improving its managed services delivery capability. The survey results and the broad industry trends agree on a key point: managed services address real and compelling issues, and will continue to expand within the SMB community.

The survey research report covers:

Key findings
  Key findings - Small business (1-99) managed services
  Key findings – Midmarket (100-999) managed services

Business Issues, Firmographics, Role of Technology and challenges
  IT staffing, No. of Employees
  Top 10 Business Challenges
  Top 10 IT Challenges
  Top 10 IT Priorities
  Contribution of IT to support business growth
  Role of IT in driving innovation
  Factors driving change in IT infrastructure
  Inhibitors in modernizing IT infrastructure
  Reasons why IT is unable to support business goals

Managed services adoption
  What is SMB understanding of Managed Services
  Current and planned use of Managed Services
  Use of managed services by high growth firms and cloud adoption segments
  Use of managed services by innovative and data-driven firms
  Use of managed services by Digital Transformation altitudinal segments
  Reasons for using managed services
  Biggest Challenge in Outsourcing services
  Important managed services offerings
  MSP selection criteria
  Preferred managed services pricing
  Level of technical support required for business operations

  Current and planned use of types of managed services
     Current and planned use of types of business continuity managed services
     Top 3 clusters of managed services most popular – currently adopted and planned to be adopted
     Current and planned use of other technology managed services
     PC-related Support services currently being used and planning to use
     Purchase source of managed services
     Willingness to purchase services from a PC OEM
     Benefits of procuring services from PC OEMs
     How are PCs supported
     Challenges in supporting PCs with external support services
     Challenges with PC OEM PC support services
     Important externally managed PC support services


- 25 minute questionnaire administered to each respondent organization
- Respondents were IT decision makers, Business decision makers in SMB organization
- Sampling quota fixed by employee size categories: 1-9, 10-19, 20-49, 50-99, 100-249, 250-499, 500-999
- All analysis is conducted by employee size categories as well as small business and midmarket business

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