This week’s MSPInfluencer Primecast features Mike DePalma of OpenText, recorded live at IT Nation. In a wide-ranging conversation, Mike shares what he’s seeing across the MSP landscape—from cybersecurity decision-making to AI readiness and partner program evolution. Here are four key takeaways MSP leaders should pay close attention to.
1️⃣ Stop Buying Security Tools—Start Defining Security Outcomes
EDR, MDR, MXDR—MSPs are drowning in acronyms. Mike argues that the real question isn’t which tool has more checkboxes, but what outcome the MSP is trying to achieve for clients. When security decisions are driven by outcomes instead of features, stacks become easier to manage, scale, and explain to customers.
2️⃣ Ease of Use Is a Talent Strategy, Not Just a Product Feature
Human capital remains one of the biggest challenges MSPs face. Mike highlights that overly complex tools directly contribute to technician burnout and churn. Platforms designed with the day-to-day technician in mind don’t just improve efficiency—they help MSPs retain talent in a brutally competitive labor market.
3️⃣ AI Is a Massive Opportunity—But MSPs Aren’t Ready Yet
Mike shares a striking insight: while most MSPs believe AI represents a major opportunity, less than half feel prepared to deliver it. The gap creates a new opening for MSPs to move beyond reselling tools and into AI project management, implementation, and outcome-driven advisory services.
4️⃣ The Best Partner Programs Focus on Fundamentals, Not Flash
Through MSP focus groups, Mike learned that partners want simpler onboarding, clearer relationships, and easier procurement—not complicated rebate structures. Modern MSP partner programs must reward engagement, certifications, and multi-product adoption, not just raw spend.
🔑 Final Takeaway
MSPs that win in the next phase of the channel won’t chase shiny objects. They’ll prioritize disciplined execution, simplify their security stacks, lean into AI thoughtfully, and build real relationships—with both vendors and peers.
