Evolving landscape

MSSPs are struggling to adapt to the rapidly changing cybersecurity landscape, with customers increasingly demanding specialized solutions that go beyond conventional managed services. These requests often involve technologies not typically supported in standard portfolios and require a deep understanding of each customer’s unique environment.

To secure a leading position in the Gartner Magic Quadrant, many MSSPs are developing non-standard managed service solutions (MSS) that complement their core offerings. This strategy aims to provide enhanced value and meet customer needs more effectively.

However, a major challenge is the fragmentation of these non-standard services across different regions. For example, the term "ASOC" (Advanced Security Operations Center) has no consistent global definition, leading to regional silos. While these incubated services have successfully met specific market needs, they often face issues with scalability, repeatability, and smooth integration with broader managed service organizations.

This fractured approach to managing customer requests for service changes creates a significant challenge. These requests, while critical to individual customers, are often so unique that they are unlikely to become standard offerings.

To address this, many MSSPs are adopting a new process called NSTAR (Non-Standard Terms & Requests). This structured approach allows all service change requests to be properly identified and processed. The outcome is a clear decision that the customer can accept: either the MSSP will support the request with specific caveats or formally decline it.

The NSTAR process serves a dual purpose. Beyond providing a clear path for handling complex requests, it also creates a valuable and authentic market research mechanism. By systematically tracking and analyzing every non-standard request, MSSPs gain a genuine understanding of what customers are actually asking for, helping them to better shape future service roadmaps.