New Survey: Increased Number of Endpoints Drives Need for Security and File Sync and Share

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January 12, 2016
The two most transformative trends impacting IT service providers (ITSPs) are endpoint growth and demand for security services according to a new Autotask survey of more than 1,100 global IT professionals.
55% of ITSPs reported a steady or significant increase in the number of endpoints they manage leading to increased security concerns. As a result, respondents listed endpoint management as the top IT service driving revenue for ITSPs. The cloud is also proving to be more important as 80% of ITSPs rely on cloud delivery to effectively manage and secure endpoints.
“Our device-centric world is increasing the number of endpoints that ITSPs need to secure and manage. This will only increase in years to come as the realities of a remote workforce that requires access to data and files on any device anywhere becomes the norm,” said Patrick Burns, Vice President, Product Management, Autotask. “Based on the results of this year’s survey, it’s clear that service providers realize the critical need to prioritize how they manage and secure endpoints. This is a significant revenue opportunity for them. By ensuring networks of communication are running smoothly, ITSPs will also be in a position to play a more strategic, trusted role with end-clients.”
ITSP survey respondents identified file sync and share (FSS) as another avenue of growth. One third of all businesses are expected to replace or implement a new FSS solution this year, according to Connected Data and Wilson Research Group. With a secure FSS solution, SMBs can address concerns about securely managing more endpoints while giving employees the flexibility to easily collaborate and the access they need to files and data anywhere to maximize productivity.
The Autotask survey also found:
80% of ITSPs are hiring, with service desk hires projected to be 2X sales hires and 3X project hires in 2016.
Client renewal rates increased in comparison to last year with 75% of respondents saying they have renewal rates of 80% or higher.
Customers want more managed services, delivered well, yet 24% of respondents do not measure service response times and 31% don’t know their SLA first-response time.
The Autotask 2016 IT Service Provider Benchmarking Survey (Metrics that Matter) was conducted by the research firm Decision Tree Labs in October 2015 and included responses from more than 1,100 IT service providers in North America, Europe, Africa, Asia, Australia and around the world.
For more detail and analysis of the survey findings, the 2016 Metrics that Matter eBook is available here and an infographic is available here.

About Autotask Corporation
Autotask Corporation helps IT organizations worldwide work smarter with a complete, cloud-based IT business management platform that enables efficiency, accountability and access to the metrics that drive intelligent business decisions. With built-in best practices and workflow automation, Autotask speeds time to revenue while continually improving service delivery. Autotask is available in seven languages and used in over 90 countries. Headquartered in New York, Autotask has offices in Beijing, Chicago, Dallas, London, Los Angeles, Munich and Sydney. Visit for more information.

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