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, ...
May 29, 2024•34 min•Ep. 288
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 Previously used tools, tactics, and rules are no longer applicable as data theft crimes and risk increase.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 (actifile.com), enters the MSP Zone to discuss these issues.
May 20, 2024•32 min•Ep. 286
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 understandin...
May 14, 2024•38 min•Ep. 289
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! ...
May 07, 2024•23 min•Ep. 287
I commonly get questions related to MSP documentation. When is a good time to start? I only need documentation for when I get certified, right? I'm going to get to that, only later on when I'm established. The truth is, MSP documentation should start early in your practice; ideally, during the planning stages before you've started to deliver services. Here are some helpful tips so you can better understand why MSP documentation is so important, what is involved, and when you should start. Why is...
Apr 16, 2024•12 min•Ep. 284
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.
Apr 08, 2024•10 min•Ep. 283
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...
Apr 02, 2024•23 min•Ep. 282
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...
Mar 26, 2024•8 min•Ep. 281
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.
Mar 20, 2024•10 min•Ep. 280
There is a lot of wiggle room when it comes to knowledge and implementation of compliance in a managed services environment. More precisely, MSPs must understand and operate with accurate knowledge of the difference between preparing for an audit or certification and the testing or auditing of an environment. Both components are important, but the MSP is more suited to one and not the other. Here's what MSPs need to know. Audit and certifications in a compliance setting Preparation for and audit...
Mar 11, 2024•10 min•Ep. 279
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...
Mar 04, 2024•14 min•Ep. 278
Ep 276 - The term EBITDA is not something a lot of MSPs fullly 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 guid...
Feb 29, 2024•14 min•Ep. 276
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 MSPs are making tool changes MSP process overhauls These activities, taken in their totality, represent a very cle...
Feb 29, 2024•12 min•Ep. 277
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...
Feb 20, 2024•16 min•Ep. 275
Recently, one of our members reached out with some questions about how to achieve growth while simultaneously addressing a sizeable break/fix client base. It's a really good question and one that I know a lot of MSPs face. First, acknowledge that break/fix customers inhibit managed services growth Second, have a plan to migrate those break/fix customers to managed services plans Third, execute your plan and have a timeline. Don't make it an "open-ended" strategy....
Feb 14, 2024•34 min•Ep. 274
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 ...
Jan 30, 2024•28 min•Ep. 273
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...
Jan 02, 2024•39 min•Ep. 272
The end of Ransomware? You may have seen some news lately about the US government working with other governments to ban ransomware payments. Well, I'm not so sure it will stop ransomware but it is an interesting topic and something we should discuss. Banning ransomware; what impact would it have? Government bans on ransomware payments will change how MSPs "manage" those clients Private sector should pay attention Can MSPs be more proactive? I read an article who's headline talked about MSPs bein...
Dec 18, 2023•42 min•Ep. 271
There is no recession in managed services You may be watching the economic news out there and thinking to yourself, how will this impact my managed services business. It’s a good question to ask. Economic indicators seem to be pointing to some form of recession or slowdown (some call it a soft landing) in the near future. For all we know we might already be in a recession. But, does a recession mean MSPs are going to be hit as well? Not if the past is any indicator. Historical recessions impact ...
Dec 12, 2023•32 min•Ep. 270
In this riveting podcast episode, join us as we delve deep into the intricate landscape of recent high-profile cyber-attacks that have sent shockwaves through the digital realm. Our seasoned guests, Shannon Wilkinson, the CEO of Tego Cyber, and Brent Watkins, the Director of Business Development at Tego Cyber, step into the MSP Zone to unravel the layers of these incidents, providing invaluable analysis and guidance that every Managed Service Provider (MSP) should heed. Our exploration begins wi...
Nov 13, 2023•36 min•Ep. 269
How are MSPs dealing with CMMC? John Burgess, from Mainstream Technologies drops into the MSP Zone to discuss how MSPs should deal with the changes coming from CMMC, but how they can stay ahead of them as well. Regardless of where you stand on the issue, having something to say about compliance is a wise thing these days. MSPs with exposure to CMMC have a lot of revenue and trust potential, if they act. If MSPs stay silent on the issue when asked, that could lead to an erosion of trust and lost ...
Oct 24, 2023•32 min•Ep. 268
Poor MSP Growth May Not be Due to Lack of Sales Many times, I hear MSPs complain about their stagnant or lack of growth. Now, regardless of whether you have a sales team and process or if you predominantly rely on referrals, lack of growth can frequently be caused by two general issues: inefficient process, and lack of customer focus. Limited service catalog Defined customers With these two elements, you can develop an effective sales and/or referral program Frankenstein Compliance If your MSP p...
Oct 16, 2023•38 min•Ep. 267
About a year ago I started to hear MSPs talk about a new company, Halo PSA. It turns out, this company is not new, but they are doing some rather innovative things in the MSP ticketing space and being somewhat disruptive. So, we decided to reach out and invite Tim Bowers, CEO of Halo PSA to join the MSP Zone and talk about his company and what they are doing. Highlights: What is Halo PSA? Origins of the company Being disruptive in the PSA market Why are MSPs talking about Halo PSA so much?...
Oct 12, 2023•29 min•Ep. 266
In this MSP Zone spotlight Travis Spring, vice president of Sagiss, joins us to share his thoughts on the MSP market. We discuss a wide range of topics, from economics, labor, technical, AI, and other business issues which impact all MSPs. Economy and its impact on managed services The impact of AI on MSPs Are MSPs using AI? Labor challenges facing MSPs
Oct 02, 2023•30 min•Ep. 265
Modern lead generation is a racket I receive a lot of "lead generation" cold calls and emails. When I say these solicitations are horribly bad, I am being generous. MSPs get hit up all the time to create or expand their cold calling efforts and if these same groups are soliciting them, this is crazy. Does cold calling really work for MSPs? Cold calling vs Inbound lead generation MSP content must be a factor of your marketing and lead cultivation Control Frameworks: Which is right for you? A lot ...
Sep 20, 2023•39 min•Ep. 264
MSP Growth Exaggerated? Canalys is doing some great work in analyzing managed services. Long overdue. Disproportionate # of MSPs actually producing revenue. Hardware/software influence (more on this in the next segment) Do MSPs Impact Hardware Sales? I recently saw someone promoting a webinar on the topic of MSPs increasing hardware sales, and it caught my eye. It's not a typical subject we see discussed these days, but it is still a relevant one. Legacy role of MSPs and hardware Modern day MSP ...
Sep 13, 2023•52 min•Ep. 263
Out of the Box MSSPs This story came to us from one of our friends, Brent Watkins. At first, I thought it was a joke, but upon a second look, it wasn't. Completely serious promo from a security vendor…become an MSSP in 1 day! Unbelievable? I assure you it is not (the claim, not actually becoming an MSSP in a single day). Talk to any legitimate MSP out there and they'll tell you being an MSP takes practice, focus, and execution of strategy. Claims like this one ultimately harm the MSP profession....
Aug 30, 2023•31 min•Ep. 262
SEC Adopts Cyber Disclosure Rule The securities and exchange commission recently made news with an announcement of their cybersecurity disclosure rule. While this isn't the first governmental agency to announce such a rule, it should confirm to every MSP on the planet the direction in which we are headed and offer plenty of guidance for handling privacy and security incidents. SEC rule explained Purpose behind the rule Impact of the rule on MSPs and clients Failure to comply (i.e., lack of compl...
Aug 22, 2023•45 min•Ep. 261
Is it better to be cyber secure or cyber resilient? If you think this is a trick question, it isn't. There are many who believe that security is solely a matter of defense. While defensive measure are crucial to any MSP (or their customers), preparing for eventual attacks which are successful, is also crucial. So, what is an MSP to do? Here are some simple measures every MSP ought to be doing right now to be both prepared for cyber-attacks, but also resilient to them if they are successful. Plan...
Aug 08, 2023•38 min
I often hear MSPs talk about innovation: but what does that mean? To get one answer, I invited an MSP CEO to join me in a conversation about the innovation that goes into being an MSP, and the impact such innovation has on the business and customers. I was able to do just that when Jimmy Puckett, CEO of SPINEN, entered the MSP Zone. Being innovative does mean customers need to come along for the ride. What if some customers don't want what you are creating? Getting rid of problem clients, partic...
Jul 31, 2023•40 min•Ep. 259
