Ransomware is a problem for everyone. MSPs fight every day to keep their clients safe from ransomware, and yet, we must plan for the worst case scenario. MSPs need to address ransomware with their clients, and one of the best places to do this is through the managed services agreement. This episode will help MSPs understand the best practices for including ransomware clauses within their agreements, as well as how to do this fairly so it protects both the client and the MSP. Highlights: What men...
Sep 10, 2021•38 min
CISA published their advisory bulletin addressing risk considerations for organizations thinking about using managed service providers. This is a great advisory, but it has some areas of potential misinterpretation in it, chiefly because CISA has departed from a security group and expanded into territory in which it has little experience. Highlights: What if organizations stopped using MSPs? Yes, all customers ought to be responsible and consider risks of outsourcing. But, risks of not managing ...
Sep 08, 2021•26 min
It is a question we used to get often during the early days of managed services. Particularly, when organizations did not fully understand the requirements of owning IT infrastructure. To be sure, cyber threats, the complexities of managing IT, and the overall reliance on IT for business operations was must different back then compared to today. Today, however, it may seem odd to ask the question "do we need managed services?" Perhaps a different question would be more appropriate "can you survi...
Aug 30, 2021•26 min
There has been a lot of discussion concerning the MSP regulation our profession should have. Standards for MSPs, cyber practices to reduce the number of cyberattacks, etc. Instead, I’d like to turn the conversation into the type of legislation MSPs actually need. There are laws that would make the job of the MSP (and the benefits they provide to clients), more accessible. Those are the laws that should be enacted, not laws that make being an MSP more difficult. Highlights Pass laws that make bei...
Aug 23, 2021•29 min
How should your managed services catalog change, if at all, when delivering your offerings in the cloud? How can you use your updated services catalog to improve your sales and service delivery process, along with reduce your overall MSP risk? Highlights What is a service catalog? Does the catalog change with cloud service offerings? How does the service catalog interact with the service agreement? MSP Zone Special Guest: Rob Scott
Aug 18, 2021•31 min
Every MSP needs to have an important conversation with their clients about cyberattacks and ransomware. These conversations don't have to be difficult, but they have to happen. Here are my thoughts about how you should approach this discussion and how you can use it to change the relationship you have with your customers. Who knows, they may even thank you for it. Highlights: There is no right time to have it, just make it happen Don't avoid the news Talk about your expectations for their cybers...
Aug 13, 2021•25 min
In the aftermath of recent ransomware attacks on software companies used by MSPs, the question of how do we respond as a community is, and should, be asked. Some believe that more legislation is the answer. Maybe they are right. But, it would be a grave mistake for any legislation directly involving MSPs to be undertaken without first understanding what measures already exist to protect MSP and clients alike. MSPs are responding to the ransomware epidemic. Here's how. Highlights: MSP Verify Lead...
Aug 12, 2021•31 min
"Secretive" cloud providers have a problem. So do the MSPs who use these cloud providers. Fixing the issue of secrecy and lack of transparency is important to the non-IT world and we must address it now. Highlights: Cloud vs MSP Transparency SaaS & Vendor Transparency Applying Existing Standards Bank of England to crack down on 'secretive' cloud computing services | Reuters
Aug 09, 2021•22 min
What's the difference between internal IT departments and managed service providers? There are some important distinctions which define the relationships between internal IT and the external MSP. Understanding those differences can improve how both interact with one another. Highlights: MSPs have to face a more diverse set of users, ecosystems, and threats. This diversity makes the MSP a far more knowledgeable organization than the vast majority of companies (even those with an internal it depar...
Aug 04, 2021•22 min
It was almost an inevitability that MSPs would begin to rethink their procurement of managed services enabling tools in the wake of the Kaseya ransomware attack. Sure enough, we are starting to hear from MSPs telling us that they are reversing their previous strategy of consolidating tools around big four MSP tool platforms. Highlights: Should MSPs decentralize? How will this impact the MSP market? What advice do we have for MSP platform vendors?
Aug 02, 2021•21 min
What's an MSP? What is an MSSP? What is a SOC? These terms are common throughout the managed services community but often have overlap and can cause confusion. We will explore these terms and examine how they often present themselves in everyday business scenarios. Highlights: Defining MSP, MSSP, and SOC (including SOCaaS) Business characteristics of each Common overlaps
Aug 02, 2021•31 min
To all of you bloggers out there with aspirations of becoming an "expert" in managed services and providing MSPs with advice on how to respond to the Kaseya ransomware attack, this podcast is for you!
Jul 21, 2021•23 min
An interview with Rob Scott about the legal, political, and business impact of the Kaseya ransomware attack. Highlights: Breach requirements for MSPs Role of insurance The sequence of steps taken by MSPs post-breach Dealing with vendor contract limitations Is this a gross negligence situation? MSP Zone guest: Rob Scott
Jul 14, 2021•43 min
My random thoughts on the Kaseya breach and how the managed services profession will ultimately respond. Highlights: Don't Panic! How will this impact the managed services profession? MSPs Customers Vendors Legislators There will be an industry response This event will change the nature of how we look at the roles and responsibilities within the managed services profession. It will also influence change in how we contract and insure the several parties within the managed services ecosystem...
Jul 09, 2021•29 min
MSPs face many realities when it comes to the management of customer IT environments. Shadow IT is a reality amongst many corporate organizations and very little is known about it or how pervasive it really is. But, there are steps MSPs can take to bring shadow IT under control and manage it more effectively, on behalf of their managed services customers. Highlights: The biggest problems caused by Shadow IT Securing your client’s environment when the perimeter no longer exists SaaS management op...
Jul 07, 2021•40 min
Louisiana may have been the first State to pass an MSP law, but it certainly won't be the last. Four other states, including North Carolina, Pennsylvania, New York, and Texas, all have bills that deal with ransomware payments, and even some specifically mentioning MSPs. Highlights: NY Law - NY State Senate Bill S6806A (nysenate.gov) NC Law - House Bill 813 (2021-2022 Session) - North Carolina General Assembly (ncleg.gov) TX Law - TX HB3892 | 2021-2022 | 87th Legislature | LegiScan PA Law - Bill ...
Jul 06, 2021•28 min
Whether they are called SLAs or service guarantees, the concept of outcome-based terms within a contract is not new for MSPs. Whether MSPs should still continue to use guarantees within their service agreements today, that is a different question.
Jun 30, 2021•27 min
Will cybersecurity resellers have an impact on managed service providers? Like the value-added resellers of yesterday, these upgraded VARs are making a splash by capitalizing on cybersecurity. But, what is it they are really offering? Are they delivering any services themselves? Highlights: Traditional VARs vs. Cybersecurity Resellers Are these cybersecurity resellers offering any managed services? What can MSPs do to differentiate themselves?
Jun 29, 2021•21 min
Besides the obvious answers to this question, such as profit margin, ability to scale, efficiency, and higher customer satisfaction, one of the biggest differentiators between MSPs (proactive) and reactive or break/fix providers, is their view of data privacy and security. Summary Data breach requirements Monitoring & Management Cybersecurity controls
Jun 22, 2021•24 min
Pricing your managed services offerings has been a longstanding debate within the MSP community. When certain types of customers present more lucrative targeting from cybercriminals, perhaps it is time to revisit pricing techniques for MSPs and their more high-profile clients. Summary: Risk-Based Pricing Review MSP internal risk assessments; should they involve clients? Insurance, best practices, and legal agreements all impact your pricing and risk
Jun 18, 2021•30 min
There are many reasons why you should have a managed services portfolio. Some call it a service catalog, others a service offering. Whatever you call it, the importance of having it within our managed services practice is crucial and can have many long-term impacts throughout your business. Summary: Why is a service catalog important? Managed Services are not consulting services Precise service offerings are easier to communicate in a service agreement
Jun 16, 2021•30 min
Documentation has many benefits within a managed services practice. But, it also can be incredibly important for compliance. Here are some best practices MSPs of all sizes can adopt and implement.
Jun 09, 2021•28 min
The decision to change from a break/fix or reactive IT company into a proactive or managed services company is not an easy one, nor should it be undertaken lightly. Being an MSP is a commitment to your clients, and doing things in a very different way. Here are some considerations to help you in your decision-making process. Summary: Why do you want to be an MSP? Do clients have anything to do with this change? Do you understand what is required of you? It's more than just buying the right softw...
Jun 08, 2021•27 min
Insurance for your MSP practice has never been more important. What types of insurance should you get? What insurance will protect you versus your client?
Jun 04, 2021•31 min
Is there a race to the bottom within the managed services profession? Commodity pressures, competition, these elements have always been with us but they do not mean that we are throwing away our services at rock bottom prices because the race to the bottom is inevitable. Show notes: https://rcpmag.com/blogs/the-evolving-msp/2020/12/for-msps-where-to-from-here.aspx
Jun 02, 2021•21 min
Many MSPs are so tightly fused with their clients' business and technology needs that it can difficult to separate the two. This is understandable given the high level of trust clients place in their MSPs. But, there is a difference between relying on your MSP to assist you with your compliance needs and transferring your compliance obligations to your MSP. Summary: MSP vs Client Compliance Some things you can't transfer Consulting vs involvement
May 27, 2021•23 min
Much has been made of the "single pane of glass" functionality of the major MSP platform companies. A single place from which the MSP can perform much of their work. And yet, as MSPs continue to have more options when it comes to MSP tools, is the single pane of glass concept ending? Highlights: Big Vendors Have More Risk of "non-performance" from their security tools MSPs are Starting to Hold MSP Platforms Accountable for their Security Performance MSPs are taking a more "best of breed" approac...
May 24, 2021•20 min
MSPs often outsource SOC, SIEM, and other security-related services to their vendors, including some of the larger MSP platform companies. But, what happens when those vendors miss something? Does the MSP have any liability to the client? What can the MSP do to protect themselves? Highlights: Do MSPs need security SLAs from their vendors? What do MSP platform company contracts say? Public Policy issues with limitation of liability clausesMSP Zone Guest: Rob Scott, Scott & Scott LLP
May 21, 2021•29 min
Are you considering the MSP Verify certification? If so, here are some practice insights into how you should approach the process and how to maximize the value. Highlights: Why did you choose to go through the MSP Verify? How are managed services clients responding to your certification? What advice would you give to MSPs considering MSP Verify? MSP Zone Guest: Karl Springer, Sagiss
May 18, 2021•30 min
Most of our attention has been on the big 4 MSP platforms. But, are we ignoring the growing army of MSP RMM, ticketing, and point solution tools being developed on a regular basis? The big 4 might want to pay attention to this.
May 17, 2021•19 min
