Cloud computing is not a new topic for MSPs. In 2009-10 our profession had an extensive debate around public cloud computing and its impact on MSPs and their clients. Today, it is time we have another discussion about cloud: the post pandemic cloud options for MSPs and their clients. Highlights: Current cloud situation Supply chain impact on private and hybrid cloud Flexibility for the MSP, customization With Guest: Shane Zide VP of Global Sales & Channel at Vultr This episode is sponsored b...
Feb 10, 2022•31 min
The stock continues to be volatile, inflation is impacting large sections of our economy, oil prices are rising, and geo-political events are creating uncertainty. And yet, the managed services market remains strong. There are many reasons why investors and customers are continuing to invest in the managed services sector. In today’s episode, we examine the 2022 economic outlook and provide some analysis for MSP owners and managers to help plan for the upcoming year. Highlights: Economic volatil...
Feb 08, 2022•33 min
Cyber insurance has become critically important to our modern business operations. For MSPs, the role of cyber insurance is especially important, both because of the protection it affords the MSP, but also for the protection it offers customers of the MSP. While cyber insurance carriers struggle to understand the complex world of managed IT services, cloud computing, and IT security, some brokers are taking bold and potentially dangerous steps into the cyber insurance world. Highlights: Should y...
Feb 03, 2022•34 min
Pennsylvania Senate Bill 726 from the 2021 session has passed. Now what? While this bill is not yet law, it is important to understand what is in this law and how it may impact MSPs, particularly those practicing within the Commonwealth of Pennsylvania. Highlights: Bill overview MSP impact Analysis and comparison to other MSP legislation Impact on future legislation This episode is sponsored by Solutions Granted: solutionsgranted.com Email sales@solutionsgranted.com or call 800-619-8481
Feb 01, 2022•32 min
The role of automation in managed services is not new, however, it has a rough history. MSPs have always recognized the need to scale their operations but have struggled with how to implement automation in a consistent fashion. Besides the obvious benefits automation can bring to the internal operations of the MSP, there are revenue generating opportunities as well. The same automation practices can easily be applied to service offerings to be provided to the customer, managed by the MSP. Highli...
Jan 27, 2022•35 min
The United Kingdom and the Commonwealth of Pennsylvania both took steps recently to pass legislation around managed IT service providers (MSP) and cybersecurity. While these actions by themselves are not concerning, underlying assumptions surrounding the role of the MSP in our modern world should be triggering the alarm bells in every MSP operating throughout the world. Highlights: MSPs need to test their internal cyber incident response plans Initiate client cyber response plans Stop taking the...
Jan 25, 2022•27 min
Ten years ago, I wrote an article in the Wall Street Journal arguing for a “universal standard” for cloud computing. While a lot has changed in the last decade, the need for standards has not. There are many standards related to Information Technology (IT), but each has its own focus and area of expertise. The same is true for cyber security standards.
Jan 18, 2022•30 min
The rise of armchair cybersecurity “experts” has accelerated in recent years. Perhaps the industry most impacted by these armchair cybersecurity experts is managed services. As cyberattacks and threats continue to increase, so do the voices from these “amateur” compliance and security individuals who sometimes place unwarranted and dangerous risk on the MSP they use. Risks such as these must be identified and addressed immediately by the MSP if they hope to avoid assuming that risk internally. H...
Jan 13, 2022•36 min
The time has come for MSP protection legislation. MSPs safeguard many thousands of industries throughout the world and they need our support. More importantly, MSPs need the support of our legislative community. We, at the MSPAlliance, believe that MSP protection legislation will go a long way in fighting the cyber war. Highlights: Distinctions between MSPs and break/fix companies Steps MSPs take today to safeguard their customers Civil and criminal penalties should be applied to attacks on MSPs...
Jan 11, 2022•24 min
Part of the responsibility of being an MSP is to understand what is being said about your profession. The task of observing how "non-industry" people and organizations talk about MSPs is of particular concern, because it can create negative or even false ideas about how we operate. Sometimes, the content comes in a mixed fashion, where it is not all right, but it is also not entirely wrong. This is the case today where we examine an article on the "pros and cons" of using a managed service provi...
Jan 04, 2022•27 min
There are many mistakes you should avoid when selecting your MSP. To be honest, the most critical mistakes will differ depending on who you are, your organizational needs, the type of MSP you are talking to, and a few other factors. Nevertheless, there are some fundamentals we can generally apply whenever you are discussing the engagement of an MSP. I came across an article the other day (author unknown) and the title was "5 Mistakes to Avoid When Using Managed IT Services". It's a short article...
Dec 14, 2021•35 min
When you are exposed to anything long enough, you will become familiar with that thing. In this case, I'm talking about selling managed services. To say that managed services sales and marketing has been a sticking point for many MSPs globally, would be an understatement. Highlights: Know your customers Sell Through Education Have Defined Products/Services (i.e., Service Catalog) Document the Sales Process Scale Rinse/Repeat
Dec 07, 2021•29 min
Is inflation having an impact on the MSP market? As undeniable evidence of inflation is being felt, at least in the United States, it was only a matter of time before someone asked the question: is inflation having an impact on MSPs? Highlights: Inflation evidence in the general market Inflationary impact on MSPs; how would it manifest itself? Should MSPs raise prices? Do MSPs need to raise prices? Please fill out this survey for MSPAlliance: https://forms.office.com/r/CtgVXCMk5W
Dec 01, 2021•20 min
Data processing is an important element of any managed services agreement. The handling of data belonging to clients has never been more critical to the relationship between customer and MSP. Data processing is no longer just a service delivery issue, it is now a contractual one as well. Join the discussion as MSP Zone explores the various ways in which data processing occurs within a managed services relationship, how you can protect your MSP practice from risk associated with data processing c...
Nov 29, 2021•35 min
Not a month goes by without some analyst firm or consulting agency producing a managed services spending report. You would think, with all these reports forecasting future managed services spending and growth, that there would be an abundance of data for MSPs and consumers. You would be wrong. The existence of these "managed services analyst reports" provide little to no value whatsoever to the average MSP, much less to consumers of managed services. Highlights: Historical review of analyst cove...
Nov 17, 2021•27 min
MSPs spend a lot of time "in the channel", that is to say, learning from and interacting with both other providers and technology vendors. Yes, MSPs also spend a great deal of time with their clients. But, what I'm talking about today is how non-managed services entities and individuals view the MSP profession. As with many things "managed services related", there are a lot of misconceptions about MSPs and what they do. It seems we can add cybersecurity "experts" to that list. Highlights: Common...
Nov 11, 2021•31 min
In a follow up to our episode titled "Who are Hackers Really Targeting?", we have further evidence that it is not MSPs who are vulnerable to attack, but instead, the non-MSP organization has a higher likelihood of being successfully breached in a cyberattack compared to an MSP. This is not to say MSPs do not get targeted or breached. This does mean, however, that successful cyberattacks are more likely to occur in a non-MSP organization than a fully matured managed services entity. Highlights: R...
Nov 02, 2021•25 min
MSPs have agreements with everyone; customers, vendors, partners. The managed services agreement with customers, perhaps, is the most important. Regardless of the type of MSP you are, the types of services, or your customers, the contracts you use will likely be negotiated. Warranties and indemnification clauses are common boilerplate in modern managed services agreements. But, not all such clauses ought to be accepted without review and consideration. Highlights: What are limitation of liabilit...
Oct 28, 2021•35 min
Fact: Ransomware "gangs" are actively trying to attack organizations of all sizes. The attacks have had some success and will likely continue for the foreseeable future. But, are the attack vectors really targeting MSPs, or is there another target that exists? Highlights: Who are the real targets of these ransomware attacks? Why are these tactics being used? Can anything be done to stop them? Is the MSP the real attack vector? MSP Zone Reading Material Solarwinds hackers targeting global IT supp...
Oct 26, 2021•23 min
Pandemic related supply chain disruptions are happening on a global basis. Since the beginning of the pandemic, everyday items have become subject to distribution disruption. These supply chain disruptions are also having an impact on value added resellers. Could supply chain problems signal a business shift for VARs towards managed services? Highlights: VAR supply chain disruption Impact on VAR business model Impact on managed services MSP Zone Reading Material: The Value Of VARs Is Diminishing...
Oct 21, 2021•21 min
It seems there is never a shortage of M&A related chatter within the IT channel and we appear to be in the middle of one such rumor mill once again. In fairness, this may be part rumor and part misconception (probably more the latter). Is there an M&A consolidation frenzy taking place in the MSP profession? We will examine that question. Highlights: MSP Zone Show Notes: Private equity is ready to take MSP consolidation to the next level | TechCrunch
Oct 19, 2021•29 min
MSPs have agreements with everyone; customers, vendors, partners. The managed services agreement with customers, perhaps, is the most important. Regardless of the type of MSP you are, the types of services, or your customers, the contracts you use will likely be negotiated. The terms you negotiate with customers matter, and sometimes there are ways you can arrive at terms which are mutual beneficial to both MSP and customer. Highlights: Term & Renewal Termination Termination for Convenience ...
Oct 14, 2021•37 min
Too often we think only of technology as that which will save us from cyber security threats. Yet, there is an even more powerful resource in the fight against cybercrime…people. The human element is where the majority of email borne attacks are being focused. Are we doing enough to help those users fight what is aimed at them? Highlights: Cybersecurity attacks have become more prevalent and more sophisticated, and organizations of all sizes and industries are being targeted. Phishing emails loo...
Oct 12, 2021•38 min
A few episodes ago we discussed the challenges cyber insurance carriers are having identifying and categorizing risk. This has been evidenced in difficulties MSPs (and their customers) have been experiencing in obtaining and renewing cyber coverage. A recent article in Crain's lends further evidence of this issue. But, is it a lack of cybersecurity standard we face, or is it lack of enforcement and adoption of a standard? Highlights: Current Cyber Standards MSP vs End-User Standards Enforcement ...
Oct 07, 2021•32 min
Insurance is one of those topics often misunderstood by many, and yet has an undeniable impact on many industries. The common belief is that MSPs have been the more risky bets for cyber insurance carriers but that may not be true. In fact, the problem of cyber insurance coverage, best practices, and underwriting, may be far more serious that we realize. Highlights: What is the cyber insurance problem we face? Which industries are impacted? Are MSPs the cause or the solution? MSP Zone Reading Mat...
Oct 05, 2021•29 min
MSPs looking to acquire other MSPs are everywhere. MSP buyers have always existed and will always exist. Having seen what works and what doesn't, I thought it would be helpful to discuss a few commonly employed buyer tactics I believe a) don't work, and b) actually may work contrary to your organization's best interests. Highlights: What are MSP buyers looking for? Buyer outreach tactics currently used Randomized outreach No personalization Commodity approach to M&A Advice for how to reach M...
Sep 30, 2021•26 min
The Information Technology industry has long suffered from nearly constant changing of names and the introduction of new names to replace old ones. Whether this is a successful rebranding technique developed by analyst and marketing firms, I'll leave that for another time. What is clear to me, however, is that repeatedly changing terms and definitions can have a detrimental effect on a profession. Is Cybersecurity as a Service a new gimmick, or merely an old service being wrapped in new packagin...
Sep 28, 2021•22 min
It has been several years since GDPR went into effect and it has had an impact on MSPs and clients alike. Today, many more laws are being and have been enacted that aim to copy what GDPR has accomplished, in large part, to combat the rise in ransomware attacks. Highlights: Impact of GDPR on MSPs Differences between GDPR and MSP supply chain vendor policies Which approach protects the MSP and the client most? MSP Zone Guest: Rob Scott
Sep 23, 2021•32 min
It was going to happen eventually after the UK left the European Union. The UK is deliberating on whether GDPR will remain as a central theme in data privacy and security for UK citizens. This decision asks the larger question of what could replace GDPR as a privacy and security framework for the country. Highlights: What does it mean if the UK does abandon the principles of GDPR? What would the UK use instead? Suggestions for the UK policy makers UK To Consult On Weakening Data Protection Laws ...
Sep 21, 2021•23 min
For 25 years MSPs have been attempting to communicate why they are necessary to their clients. For existing managed services customers, this value makes sense since they already know what they are receiving. However, in the age of cybersecurity threats and ransomware, the value of the MSP (or MSSP) should be even more simple and powerful to identify. If this is the case, why do articles like this exist? Highlights: Outsourcing vs Managed Services, Again MSP vs MSSP Failing to Address Internal Cl...
Sep 15, 2021•35 min
