For years, many IT providers operated on a break-fix model, reactively addressing problems as they occur. But, as technology and customer expectations evolve, that approach leaves both customers and MSPs vulnerable to downtime, surprise expenses, and security risks. Transitioning to true managed services offers proactive care for clients, boosting their uptime and security, while MSPs like yours benefit from predictable, recurring revenue and deeper customer relationships. The shift is foundational for sustainable growth and mutual success.

1. Foster a Proactive Mindset—Automate Early and Smart

The biggest managed services advantage? Proactivity. Instead of waiting for something to break, anticipate and prevent common issues. That means implementing robust automation wherever possible: patch management, remote monitoring, alerting, backups, and security checks. Invest in an integrated toolset with solutions like RMM, PSA, and security solutions so your team can act before problems disrupt the client.

Tip: Consider regular internal training for your technicians to build confidence and expertise in using your technology stack and following your processes.

2. Assess Your Customer Base and Segment for Success

Not every break-fix client is destined to become a managed services partner. Start by assessing your existing accounts. Identify customers with complex environments, compliance requirements, or frequent emergencies; these are your most likely managed services prospects. Clients resistant to change may be temporarily transitioned to block-time agreements as a steppingstone, but focus on those who value uptime and are open to seeing IT as a strategic investment.

Tip: Don’t be afraid to let go of accounts that resist moving forward as you mature your MSP and your offerings. Your resources are best invested in partnerships where proactive IT is valued!

3. Refine Your Pricing Strategy

Managed service contract pricing isn’t one-size-fits-all. Common models include:

• All-You-Can-Eat (AYCE): A flat monthly fee for unlimited support.
• Per Device: Pricing tied to supported endpoints.
• Per User: Pricing based on the number of users.

When structuring your prices, factor all direct and indirect costs (licensing, staffing, travel, software, etc.) plus your desired margin. Be transparent: define exactly what’s included and where overages may apply, and update client contracts regularly to stay aligned with changing technology and business needs.

Tip: It’s okay to periodically review your service margins and adjust accordingly—this helps ensure sustainability and high service quality long term.

4. Build Tiered Managed Services Packages

Not all clients need the same level of support. Consider offering tiered packages (e.g., Bronze, Silver, Gold), each with increased coverage. Tiers can include essentials like response and resolution time goals, security and compliance services, endpoint management, mobile device management (MDM), backup & disaster recovery (BCDR), and on-site support.

A key benefit of defined tiers is that you can “bake in” your own base service requirements (like mandatory security standards), ensuring you can deliver consistent, high-quality results while protecting your business and clarifying expectations up front. While ultra-standardized MSPs may implement these requirements first, building toward this approach, even in early stages, connects you with clients who seriously value strategic IT.

5. Lead With Value—Not Just Cost

Clients who shift to managed services don’t do it just for cost predictability—they do it for peace of mind, consistent performance, and security. Highlight the concrete benefits: less downtime, faster resolution, predictable budgeting, stronger compliance, and the ability to focus on their core business. Use customer stories and testimonials where possible. Regularly gather client feedback—this helps identify training gaps, refine your packages, and increase satisfaction.

Marketing Tip: Need help positioning these benefits? The LogMeIn MSP Marketing Bot makes it easy to generate targeted, professional content like blogs, email campaigns, and social media posts in minutes.

Final Thoughts

Transitioning to managed services takes determination, strategic planning, and continuous improvement. Start with automation and tooling, segment and prioritize your ideal customers, price mindfully, and structure your offerings to deliver real, scalable value. Most importantly, build your business around successful customer relationships, not just transactions.

Ready to start becoming more proactive today? Check out LogMeIn Resolve, a unified endpoint management (UEM) platform, designed for MSPs. Start your 14-day free trial today!.