Evidence‑led insights from the LapSafe® 2026 Device Management Survey

Managed Service Providers (MSPs) play a critical role in keeping modern organisations operational, secure and productive. From device and endpoint management to cybersecurity and user support, MSPs underpin day‑to‑day operations across education, healthcare, public sector, utilities and enterprise environments.

The sector is evolving rapidly. Artificial intelligence is reshaping service delivery. Security expectations continue to rise. Hybrid and distributed work are now standard. At the same time, MSPs face growing pressure to deliver consistent outcomes while managing cost, complexity and limited resources.

This white paper explores the shared challenges MSPs face today in device management and how leading providers are adapting their operating models to meet modern expectations.

This sector spotlight draws on insights from LapSafe®’s 2026 Device Management Survey, alongside wider industry observation. The findings highlight common sector‑level trends rather than the experience of a single organisation or deployment.

The MSP Landscape Today

MSPs deliver a broad range of services, typically including:

·        Endpoint and device management

·        Cybersecurity monitoring and response

·        Helpdesk and user support

·        Cloud and network management

·        Compliance and governance

·        Device lifecycle services, including onboarding, repairs and replacements

Increasingly, MSPs are judged not just on responsiveness, but on their ability to deliver availability, security, consistency and user experience across diverse and distributed environments.

What’s Changing Across the MSP Sector

AI moves from innovation to expectation

AI is now embedded in many MSP operations, supporting faster resolution, proactive monitoring and more efficient use of technical resources. Customers are also increasingly looking to MSPs for guidance on responsible and secure AI adoption.

Security becomes the primary differentiator

Security has moved to the top of the decision‑making agenda. Strong identity controls, rapid threat detection and support for sector‑specific compliance are now baseline expectations rather than added value.

Partnerships shift from support to outcomes

Organisations increasingly expect MSPs to operate as strategic partners, providing proactive guidance and measurable outcomes aligned to business priorities.

Hybrid work reshapes service expectations

Supporting users across multiple locations, shifts, and device types is now the norm. Consistency of service, regardless of where or when users work, is essential.

Key Challenges Facing MSPs

In this document, the term “devices” refers to a broad range of powered assets, including IT equipment and other shared or pooled items, that require secure storage, charging, tracking and lifecycle management.

The Challenge of Device Management at Scale

In recent years, MSP toolsets have advanced significantly. Cloud‑based endpoint management platforms, AI‑assisted monitoring and alerting, automated patching and compliance reporting, remote diagnostics, and tighter integration between service desks, asset registers and security tools have all improved digital control and visibility. However, these advances have not fully addressed the practical, physical realities of device management, particularly the issuing, recovery, tracking and replacement of devices at scale.

Survey insights show that 51.2% of organisations report that devices are not returned on time, creating recurring disruption for users and additional workload for support teams. Delays in providing replacement devices directly affect productivity, while reliance on manual tracking increases the risk of administrative errors. Limited real‑time visibility into device status often results in poorly optimised or chaotic device pools.

For MSPs operating across multiple customers, sites and sectors, these issues quickly compound. The result is inconsistent service delivery, avoidable downtime and reduced customer confidence, undermining the very outcomes MSPs are expected to deliver.

The Operational Impact of Manual Work

Manual device workflows, including written records and audits, regular site visits, and the management of device loans, returns and swaps, continue to consume significant time for IT teams. Despite advances in digital tooling, many of these activities remain labour‑intensive and difficult to standardise.

Across the combined dataset, over 80% of organisations spend multiple hours every week issuing, tracking, recovering or swapping devices. Managing overdue devices and coordinating repairs are consistently cited as the most time‑consuming tasks, drawing resources away from higher‑value support and strategic activities.

When multiplied across multiple customers, sites and thousands of devices, this manual overhead quickly escalates. For MSPs, it becomes a material barrier to scalability and efficiency, increasing operational cost while limiting the ability to deliver consistent, predictable service at scale.

“We were spending up to 10 hours a week manually loaning and collecting devices — everything was tracked in spreadsheets.” — Junior IT Technician, Northfleet School for Girls

Device Availability, Downtime and Risk

When devices fail, go missing or are unavailable, the impact is immediate. Only 11.6% of organisations can provide an immediate replacement device, meaning downtime is often unavoidable and disruption becomes part of day‑to‑day operations.

For frontline and shift‑based workers in fast‑paced environments, timely access to devices is critical because devices are often the gateway to work itself. Without immediate access, staff may be unable to log in, access systems, complete safety checks, or perform core tasks, delaying the start of a shift and reducing effective working time. In many operational settings, devices are shared across users and shifts, making a reliable and efficient turnaround essential to ensure continuity from one user to the next.

In hybrid environments, inconsistent device availability creates additional friction. Delays in accessing the right device can prevent users from working productively, increase dependency on support teams and lead to frustration, particularly when expectations of flexibility and responsiveness are high. Over time, these delays erode confidence in IT services and impact user satisfaction.

In all cases, poor device availability has a direct effect on service continuity and operational performance. What may appear as a single delayed device can quickly cascade into missed service levels, reduced output, increased support demand and heightened operational risk, especially when repeated across multiple users, sites and customers.

Device loss also remains a serious concern. 53.5% of organisations report losing six or more devices each year, driving increased costs, heightened security and audit risk, greater operational complexity and unnecessary e‑waste. For MSPs, these risks extend beyond individual incidents, eroding service reliability and customer trust over time.

Security and Compliance: A Growing Pressure Point

While much attention is placed on digital security, shared and pooled devices introduce additional governance and compliance challenges.

Survey insights show that 27.8% of organisations have already experienced security or compliance issues linked to shared devices. This highlights the importance of clear accountability, reliable audit trails and controlled access alongside traditional cybersecurity measures.

For MSPs supporting regulated or high‑risk environments, this convergence of physical and digital security is becoming increasingly important.

RDaSH identified significant inefficiencies in how devices were distributed and maintained. Technicians and clinical staff were losing valuable time travelling for collections, repairs, or replacements.

"It could take up to half a day of clinical time just to collect or swap a device." — IT Programme Manager, RDaSH

Automation as a Practical Solution

Why Automation Is Becoming Essential for MSPs

Automation in device management is no longer just about efficiency. It is about consistency, accountability and experience.

Among organisations using automated device workflows, 61.2% describe the impact as moderate to transformational, citing improvements in audit confidence, device availability and user experience.

By reducing reliance on manual processes and enabling secure, self‑service access to devices, MSPs can improve outcomes without increasing headcount or operational overhead.

Where AI Helps and Where It Doesn’t (Yet)

AI has significantly improved digital service delivery, helping MSPs automate ticket triage, detect issues earlier and reduce repeat incidents.

However, many of the most persistent challenges MSPs face remain physical rather than digital. Devices still need to be issued, collected, repaired, replaced and accounted for, areas where manual processes often remain the default.

This is why automation is increasingly extending beyond software alone.

Results Since Implementing Smart Device Lockers

For organisations that have introduced smart device lockers, smart peripheral vending machines and automated device workflows, the benefits extend well beyond efficiency gains. By automating how devices and peripherals are issued, tracked, returned and replenished, organisations are seeing measurable improvements across compliance, availability, user experience and operational workload.

Since implementation, organisations report the following outcomes:

38.9% report improved audit and compliance capability
Automated access controls and real‑time logging create clear audit trails, recording who accessed which device or peripheral, when, and for how long. This reduces reliance on manual records and strengthens compliance reporting, particularly in regulated or high‑risk environments.

38.9% see better visibility of device usage
Smart lockers and peripheral vending systems provide accurate, up‑to‑date insight into device and accessory usage, availability and location. This enables IT teams and MSPs to optimise device pools, identify under- or over‑utilisation, and plan replacements or refresh cycles more effectively.

38.9% report higher user satisfaction
Secure self‑service access allows users to quickly collect the devices or peripherals they need without waiting for IT support. Faster access, fewer delays and reduced friction contribute directly to a more positive and reliable user experience.

27.8% have reduced IT workload
By removing manual tasks such as issuing equipment, chasing returns, updating asset registers and managing peripheral stock, automation frees IT teams from repetitive administrative work. This allows support resources to be redirected towards higher‑value activities and customer outcomes.

22.2% have achieved faster device swap‑outs
When a device fails or needs replacing, automated lockers enable immediate access to a pre‑configured replacement. This significantly reduces downtime, particularly for frontline, shift‑based and operational staff where delays have an immediate impact.

22.2% report reduced device loss or theft
Controlled access, enforced return times and accurate tracking reduce the likelihood of devices and peripherals being lost or removed without authorisation. This lowers replacement costs while also reducing security, audit and environmental risk.

“It’s more than lockers—it’s a new way of thinking about access, control, and sustainability.” — Director of Digital Infrastructure, Ayrshire College.

Taken together, these outcomes demonstrate that smart device and peripheral automation deliver practical, measurable value, helping organisations and MSPs improve consistency, accountability and service experience rather than relying on theoretical efficiency gains alone

The Future-Ready MSPs

How Leading MSPs Are Evolving

High‑performing MSPs are responding to these pressures in consistent ways:

·        Designing automation‑first service models

·        Embedding AI into monitoring and support workflows

·        Standardising processes across customers

·        Strengthening device lifecycle management

·        Reporting on outcomes, not just activity

Rather than reacting to issues as they arise, these MSPs focus on preventing disruption and delivering predictable, scalable service.

What “Good” Looks Like in Practice

Across sectors, effective MSP delivery increasingly means:

·        Rapid device replacement that minimises downtime

·        Clear accountability that reduces loss and audit risk

·        Predictable service levels across hybrid environments

·        Reduced manual workload for support teams

·        Better visibility for customers into usage and performance

These outcomes are driven by a combination of intelligent automation, AI‑enabled insight and well‑designed physical workflows.

This project has proven that smart, automated IT delivery can save time, reduce costs, and directly support frontline care. RDaSH now has a reliable, scalable solution that aligns with its strategic vision and continues to evolve with its needs.

"The biggest part of digital transformation is changing the way we think — and this is a perfect example of that in action." — IT Programme Manager, RDaSH

What This Means for MSPs

As customer expectations evolve, organisations are increasingly assessing MSPs on more than responsiveness and ticket volumes alone. Decision‑makers are looking for partners that can demonstrate control, consistency and scalability across both digital and physical aspects of service delivery.

When evaluating an MSP, organisations are increasingly focused on questions such as:

·        How device availability is maintained across users, locations and shifts, and how quickly downtime is resolved

·        How much of the service still relies on manual processes, and whether automation is used to reduce risk and inconsistency

·        Whether accountability is clear and auditable, particularly for shared devices and regulated environments

·        Whether services can scale without increasing cost or headcount, as estates grow and working models change

·        How well digital and physical workflows are integrated, rather than managed as separate silos

For MSPs, the ability to answer these questions clearly and confidently is becoming a stronger indicator of long‑term value than technical capability alone. Those that can demonstrate predictable outcomes, transparent accountability and scalable service models are better positioned to retain customers and differentiate in an increasingly competitive market.

Closing Perspective

The MSP sector is entering a new phase. AI, rising security demands, hybrid work and operational pressure are reshaping what organisations expect from their technology partners.

While AI continues to transform digital service delivery, many of the most persistent challenges MSPs face sit at the intersection of physical devices, availability and accountability. Evidence from organisations already using smart device automation shows clear improvements across security, efficiency and user experience.

MSPs that combine intelligent automation with strong device lifecycle control are best positioned to deliver resilient, scalable and outcome‑driven services in the years ahead.

Trusted Across Complex Environments

We work with organisations operating at scale and under strict operational and compliance requirements, including utilities, defence, local government and enterprise environments. This includes supporting organisations such as Scotia Gas Networks, BT, MOD, Lincolnshire Council, Rolls‑Royce and EON, helping improve device availability, accountability and operational efficiency without increasing support overhead.

Full results from the LapSafe® 2026 Device Management Survey are available for readers who would like to explore the data in more depth.

Request the full report.