MSP Zone Podcast
Candid conversations with industry veterans, compliance experts, and MSP leaders.
Hosted by Charles Weaver
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Will CMMC Be Relevant for MSPs in the Future?
Cybersecurity Maturity Model Certification (CMMC) is crucial for protecting sensitive data within the Defense Industrial Base (DIB). Managed Service Providers (MSPs) play a vital role in helping their clients achieve and maintain CMMC compliance. Here are some key takeaways for MSPs navigating the complexities of CMMC: 1. Importance of CMMC for the DIB CMMC is designed to safeguard Controlled Unclassified Information (CUI) and Federal Contract Information (FCI) within the DIB. By adher
The Origins of Managed Services
- The managed services profession has deep historical roots. - Mike Backers transitioned from engineering to managed services. - The dot com boom significantly influenced the MSP model. - Defining the MSP model was crucial for industry growth. - The creation of MSP standards was a collaborative effort. - Ethics and transparency are vital in the MSP industry. - Legislation posed challenges for the MSP landscape. - The Unified Certification Standard was a groundbreaking initiative. - MSP
Political Winds are Changing for MSPs
points: The political landscape for MSPs is changing rapidly. MSPs should not bear the risk burden alone. Cyber immunity legislation is essential for MSPs' protection. Cyber hygiene is crucial for effective cybersecurity. State governments play a vital role in cybersecurity legislation. Proving cyber immunity requires multiple frameworks and certifications. Cyber immunity legislation can enhance national cybersecurity. Businesses will benefit from reduced cyber insurance costs. MSPs wi
Why MSPs Must Engage with AI Now
Highlights of our interview with Sam Blowes of Bit-Wizards MSPs must address AI-related issues proactively. AI usage policies are essential for MSP organizations. Technicians are already using AI, often without oversight. AI can enhance employee productivity rather than replace jobs. Data privacy is a significant concern with AI usage. MSPs need to guide clients on AI compliance and risks. AI's accuracy can be questionable; human oversight is necessary Engagement with AI is crucial to avoid fall
Regulation from the MSP Point of View
MSP regulation is crucial for understanding compliance in managed services. Compliance officers play a strategic role in ensuring regulatory adherence. The financial sector presents unique challenges for MSPs due to its regulatory nature. Government oversight is increasing in the MSP sector, particularly for financial institutions. There is significant overlap between self-directed audits and government oversight. Compliance costs are a reality that MSPs must navigate. Many clients sti
Building a Better MSP: Strategies for MSP Success
Takeaways Michael George has a rich history in the managed services industry. The skills gap is a significant challenge for MSPs today. Automation and AI are key to solving the skills gap. Security remains a critical issue for MSPs. The digital economy presents vast opportunities for growth. MSPs need to simplify their tech stacks to be more efficient. The managed services market is evolving with new technologies. Investments in innovation are crucial for MSP success. Training and awar
Do We Have an MSP Shortage?
Highlights: The number of MSPs is often debated and varies widely. Understanding the definition of an MSP is crucial to answering how many exist. MSPs have evolved significantly since the early 1990s. The shift from break-fix to proactive IT management is a key trend. Historical context helps in understanding the current MSP landscape. The growth of MSPs accelerated between 2004 and 2008. A true MSP makes money when their clients' networks are problem-free. Many companies still operate
MSPs Making a Difference During Cybersecurity Awareness Month | Ep 298
Cybersecurity Awareness Month is upon us. What can you do to make a difference? If you're an MSP, there is quite a lot you can do to bring awareness and real change to your clients and their cybersecurity strength. Takeaways October is National Cybersecurity Awareness Month. MSPs can make a difference with simple actions. Awareness is crucial for cybersecurity. Engage in continuous communication about threats. Equip yourself with the right cybersecurity tools. Be prepared to address evolving cyb
Is the Break-Fix Model Damaging the Managed Services Profession? Ep 297
Takeaways *Not all customers want to leave their MSPs ; the claim that 80% of customers are dissatisfied is likely exaggerated. * There are bad MSPs, but they are rare, and efforts should be made to eliminate them from the profession. * Some customers engage with MSPs but only utilize baseline services, not taking advantage of the full range of managed services. * There are more bad break-fix providers than bad MSPs, as break-fix companies often lack the capabilities to meet minimum IT and cyber
The MSP Effort to Win the Cyber War
Takeaways *MSPs need to be more assertive in offering security services and setting security baselines for their clients. *The threat landscape has changed due to advancements in technology and increased connectivity. *Effective communication and messaging about cybersecurity risks is crucial. *The cyber war can be won through a collective effort. Managed Service Providers (MSPs) play a pivotal role in the cybersecurity ecosystem, acting as the first line of defense for their clients against a c
Government Recognition of MSPs in Cybersecurity
Takeaways *The government is recognizing the important role MSPs play in cybersecurity and protecting national critical infrastructure. *The insurance industry is understanding the value of MSPs in assessing and controlling cyber risks. *MSPs have the opportunity to advocate for cybersecurity measures and provide support to their clients. *Cyber hygiene and compliance will become key factors in insurance coverage and regulatory requirements. Managed Service Providers (MSPs) are increasingly reco
CrowdStrike Lessons Learned: Stricter Testing and Human Verification
Takeaways *A software update by CrowdStrike caused widespread disruptions and flight cancellations due to blue screen of death errors on Windows machines. *The incident raised questions about the reliability of EDR and MDR solutions embedded in the kernel. *MSPs and organizations should consider vendor due diligence and have alternative solutions in case of similar incidents. * Microsoft may reevaluate its control over the kernel and software vendors' access to it. *Lessons learned include the n
Defining the Duty of Care for IT Service Providers
Takeaways -Written agreements are crucial in the MSP industry to protect both service providers and clients. -The duty of care that IT service providers owe to their clients does not extend to protecting them from criminal acts or events that have not been purchased or requested. -The distinction between MSPs and non-MSPs is important in determining the level of care and responsibility. -Cases like this highlight the need for clear contracts that specify the scope of services, responsibilities,
The Role of MSPs in Achieving Cyber Hygiene
The conversation discusses the concept of managed services immunity as a solution to the cyber pandemic. It explores how legislative bodies, like the state of Florida, are providing incentives for organizations to practice proper cyber hygiene and offering immunity from severe repercussions in the event of a cyber-attack. The conversation also highlights the role of managed service providers (MSPs) in helping organizations achieve cyber hygiene and obtain managed services immunity. The concept o
The Private Equity Impact on Managed Services
MSPWorld Inspire 2024 in Las Vegas if you want to dive deeper into this (and other) topic of PE influence on managed services . The Managed Service Provider (MSP) industry has seen significant changes since 2010, marked by a trend towards Private Equity (PE) expansion, growth, and consolidation. This movement has brought about a critical examination of value creation versus value extraction within the sector. Value creation in this context refers to the process of enhancing a company's value by
An Interview with Chris Massey of N-able
Chris Massey's journey in the IT field is a testament to the dynamic nature of the managed services industry. Starting as an internal IT professional, Chris has traversed various roles, gaining invaluable experience along the way. His tenure at Bocada, DRS, and Involta equipped him with a deep understanding of the industry's intricacies. At N-able , Chris has taken on the mantle of a mentor, guiding MSPs globally. His insights are shared on the N-able podcast, 'Now That's IT,' where he delves in
A Discussion with John Street of Pax8
John Street's contributions to the managed services professional community have been significant and long-lasting. His entrepreneurial journey began with the founding of MX Logic in 2002, a company that quickly became a household name among Managed Service Providers (MSPs) for its robust email security solutions. The acquisition of MX Logic by McAfee in 2009 stands as a testament to the company's success and the value it provided in the realm of cybersecurity . Continuing his visionary approach,
Data Protection - The Crown Jewel of MSPs
If you are an MSP, chances are you protect, monitor, and manage client data all the time. But, the rules around data have changed significantly. Previously used tools, tactics, and rules are no longer applicable as data theft crimes and risk increase. Guy Bavly, CEO of Actifile , enters the MSP Zone to discuss these issues. Managed Service Providers (MSPs) are increasingly vital in today's digital landscape, where data is both a valuable asset and a potential liability. Actifile, led by CEO Guy
Reactive IT or Managed Services: Which Makes More Cents?
Transitioning from a traditional IT model to a managed service provider (MSP) model is a significant change that involves a strategic overhaul of business operations. The process typically includes adopting a proactive approach to IT services, which contrasts with the reactive nature of many legacy IT models. The journey from a reactive IT company to a successful MSP practice, as exemplified by David Besse and the 415 Group , involves several key steps. Initially, it requires a clear understandi
State and Local Governments Need MSPs
State and local governments are under attack like never before. Drive by cyber-attacks are crippling already overwhelmed governments and creating unnecessary financial and political pressure on these organizations. The source of these attacks and the methods being used is not in dispute. What is not being discussed, is the solution. So, I am going to present a very simple, immediately available solution to any governmental employee out there listening to this podcast: managed service providers!
Documentation - The Secret to MSP Success
Managed Service Providers (MSPs) play a crucial role in supporting businesses by managing their IT infrastructure, ensuring smooth operations, and providing technical assistance. Documentation is often underestimated but holds immense value for MSPs. Let’s delve into why MSP documentation is important and when to start creating it. Why Is MSP Documentation Important? Efficient Onboarding and Training: - Clear and concise internal documentation allows your company to onboard new team members fast
FUD in Managed Services
FUD: what does it mean? Should you use it in your MSP practice? And, is there a risk to using FUD style tactics? Fear uncertainty and doubt, otherwise known as FUD, may have been created by IBM sales professionals in the 1970s, but it certainly is still being used today by many sales and marketing professionals beyond IBM. Takeaways FUD (fear, uncertainty, doubt) is a sales and marketing tactic that aims to create fear and doubt in the minds of customers or prospects. While FUD can be effective
CEO of Alcion, Discusses Critical Challenges in the MSP industry with the MSP Zone
Niraj Tolia, CEO of Alcion, enters the MSP Zone. The deployment of AI in MSP backup tools addresses several critical challenges in the managed services industry. By integrating AI, MSPs can automate routine and repetitive tasks, such as system monitoring, patch management, and backups, which significantly reduces human error, enhances efficiency, and optimizes resource allocation. This automation leads to cost savings and improved service delivery, which is essential in a competitive market wher
Consultants who think they are MSPs - Ep 281
In the evolving landscape of IT services, the distinction between Managed Service Providers (MSPs) and other IT service models, like break/fix or security consultancy, has become increasingly important. MSPs offer a comprehensive suite of services that manage and assume the responsibility of a defined set of day-to-day management services for their clients, proactively and under a subscription model. This is in contrast to break/fix services that operate reactively, or security consultants who m
What End-Users Really Think about MSPs
I had the opportunity to play golf with an executive who shared some very insightful perspectives about risk, cyber insurance , and MSPs. The interaction was completely by accident but the information I got was invaluable. End-users' perspectives on Managed Service Providers (MSPs), particularly in the context of cyber risk and insurance, are increasingly significant as cyber threats evolve. MSPs are often seen as a crucial defense mechanism, offering a range of IT and cybersecurity services to
Audit vs Audit Preparation: What MSPs Need to Know - Ep 279
Compliance is a complex and dynamic field that requires both knowledge and skill from MSPs. One of the key distinctions that MSPs need to make is between preparing for an audit or certification and performing the actual testing or auditing of an environment. These are two different processes that have different goals and outcomes. Some of the main aspects of audits and certifications in a compliance context are: • Audits and certifications are formal assessments of an environment's compliance wi
From Reactive to Proactive: A Simple Model for Managed Services Client Transformation
For a lot of MSPs, trying to convert reactive (i.e., break/fix) clients into proactive (managed services) clients can be a struggle. No matter how hard you try, those reactive clients just won't budge. Fortunately, there is a pretty effective technique you can use to begin to impress upon your reactive clientele all the benefits and reasons they would be better off as a managed services client. Step 1: Communication. You have to have a conversation with your reactive clients about everything. Ti
The Great MSP Reset
Ep 277 The Great MSP Reset Recently, at the MSPAlliance Inspire meeting, I witnessed something I've never seen before, something I'm now calling the "great MSP reset." This reset is an accumulation of several different things happening at roughly the same time and I think it bodes well for the future of the managed services profession. Here's what I witnessed. MSPs are going through significant equity changes *Retirement *Change of leadership *Making room for new blood *These are not M&am
Does EBITDA Matter for MSPs? Ep 276
The term EBITDA is not something a lot of MSPs fully understand or use regularly. As a financial tool, it is worth knowing how it is used and why. But, should you use EBITDA as a metric for managing your MSP practice? Maybe, maybe not. To answer this question, we must define EBITDA, look at how it is used within general accounting, and more specifically how it is used within MSP M&A and investing. Only then can you know whether EBITDA is something you should use regularly as a guidepost for
MSP Revenue Categorization: Why it Matters
A lot of MSPs spend the majority of their time focused on revenue growth, and for good reason. If you're not growing, you're shrinking. But, not all revenue is the same. In fact, some revenue types may actually be harming your managed services growth. Confused? Don't be. There are some really simple metrics you can use to begin aligning your MSP practice towards a pro-growth future. Revenue Mixture: What is it? Proactive IT offerings (i.e., your managed services deliverables) Professional servic
My advice for a growing MSP - Ep 274
Australian ransomware ban inevitable Australia is making significant strides towards what could become an outright ban on ransomware payments. How will this news impact MSPs? MSPs need to be upgrading their managed services policies, practices, and customers, preparing for a future where ransomware payments are no longer allowed. The writing is on the wall and there can be no doubt about what is coming. How can you prepare? Update your MSP policies today! Communicate coming changes to customers
Future Outlook for MSPs in 2024: Predictions and Trends
It's that time of year again. Time to review the past year and look to the future and predict what is likely to happen. The MSP world is changing more rapidly than ever before. Let's take a look at what 2024 has in store for the MSP profession. Ransomware Responses Changing : MSPs (and customers) have to look at ransomware in a very different way in 2024. As numerous governments worldwide continue to march towards inevitable prohibition of ransomware payments, MSPs need to adapt to this evolving
Unmanaged vs Managed IT Ep 272
MSPs vs Vendor Controlled Remote Access The FBI advisory to private sector industries was released and raises some interesting questions regarding MSPs. While not specifically mentioning MSPs by name, the advisory covers general threats from ransomware and how they are being executed. Doesn't mention MSPs, but they are clearly being addressed in this notice 3rd parties and legitimate system tools All the guidance the FBI provides is already well established in the MSP Verify program Unmanaged vs