Gaurav Aggarwal, Senior Vice President at Onix, Global Head Presales & Solutions Engineering.
A service desk can meet its SLA and still fail the business. A sales executive may raise a ticket for an order-management error, receive a technically correct response within the contracted window and still lose the deal because the issue was not treated with the urgency the business required. That gap between technical performance and business impact is the problem the next generation of managed services must solve.
Managed services have never stood still. They began with break-fix support: something failed, a specialist repaired it and operations resumed. The model then matured into SLA-based outsourcing, proactive monitoring, cloud operations, cybersecurity and continuous modernization. Each stage expanded the provider’s responsibility, from maintaining assets to sustaining the digital environment on which the business depends.
That responsibility is already a large commercial market. Grand View Research values global managed services at $401.2 billion in 2025 and projects it to reach $847.4 billion by 2033. The opportunity is not shrinking because of AI. It is being redefined by what clients will expect providers to operate and improve.
