What is an MSP? – Unscripted With SST Episode Two

What is an MSP and Why Should You Care?

In this episode of Unscripted with SST, the team welcomed guests Chad Osman and Chris Cunningham to demystify what a Managed Service Provider (MSP) really is and why choosing the right one could make or break your business. Here’s a deep dive into some of the most important takeaways from their conversation.

Defining the MSP

An MSP isn’t just an outsourced IT helpdesk. At its core, a mature MSP acts as a strategic partner and guide, helping businesses navigate the fast-moving world of technology. From cybersecurity to cloud services, proactive maintenance to long-term IT planning—MSPs wear many hats and aim to become an extension of your business.

Why Maturity Matters

With over 55,000 MSPs in North America, not all are created equal. Some operate as reactive fix-it shops, while others deliver enterprise-grade IT management wrapped in proven processes. MSP maturity—things like proactive service delivery, structured onboarding, technical alignment, and strategic guidance—has a direct impact on the value you receive.

Common Misconceptions About MSPs

• Loss of Control: Businesses often fear losing operational control. In reality, a good MSP works as a partner, not a replacement.

• Cost: Quality MSPs aren’t cheap, but the value they provide often outweighs the investment through reduced downtime, increased efficiency, and better security.

• “We’re Too Small”: Many SMBs believe MSPs are only for large enterprises, but MSPs often provide affordable, enterprise-grade services to even 10–15 employee companies.

The Hidden Costs of DIY IT

Going the DIY route might seem cheaper upfront, but it often comes with major hidden costs: downtime, lost productivity, security vulnerabilities, and lack of scalability. Without the right tools, frameworks, and people in place, companies risk operating inefficiently—or worse, being hit by a cyberattack.

Biggest IT Risks: End Users & Internal Exposure

The weakest link in any IT environment is usually internal staff. MSPs mitigate this through end-user cybersecurity training, phishing simulations, and proper monitoring. With attacks becoming more sophisticated and AI-powered threats on the rise, awareness and detection are more critical than ever.

Measuring ROI with an MSP

ROI with an MSP isn’t just about cutting costs—it’s about value creation. That means less downtime, better use of staff time, more secure operations, and improved strategic alignment. MSPs often help clients reduce unnecessary spending, optimize licensing, and free up resources for revenue-generating work.

Looking Ahead: AI, Automation, and Evolution

The future of IT is deeply tied to automation and AI. From streamlining workflows to analyzing customer sentiment, the next wave of innovation will focus on freeing up time and enhancing decision-making. MSPs will play a pivotal role in helping businesses adopt and integrate these tools effectively.