The MSP Zone

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

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!

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

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 in...

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...

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...

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.

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 s...

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

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,...

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...

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.

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 wit...

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?

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

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 t...

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...

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 i...

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

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.

MSPs don't get a lot of attention, don't have many articles written about that, and yet perform a critical role in our global economy that cannot be overlooked. It's time we pay attention to the small MSP!

For 21 years, I've been anticipating a day when MSPs are recognized as the indispensable guardians of data privacy and security that they are. With that recognition comes responsibility, and responsibility will continue to arrive in the form of government regulation of MSPs in a particular way.

Can a managed services customer impact your ability to be compliant? An interesting question, and one that is on the minds of many MSPs. The question can be expanded also to include whether clients can add risk to the MSP.

Cyber insurance claims are becoming a part of everyday life, both for MSPs and customers. There are, however, some best practices you can adopt to make your managed services practice a little easier when it comes to understanding cybersecurity insurance policies, how they work, and what do to when you may have a claim.

Virtual desktops are not a new concept for MSPs, but it may be time to revisit this technology as a model for managing current challenges.