The MSP Zone

Summary In this conversation, Charles and Mike Backers delve into the evolution of the Managed Services Provider (MSP) industry, exploring its origins, challenges, and the establishment of standards that define the profession today. Mike shares his journey from a professional engineer to a key figure in the MSP landscape, discussing the importance of client relationships, the need for ethical prac...

Summary In this conversation, Charles discusses the shifting political landscape affecting Managed Service Providers (MSPs) and the evolving cybersecurity environment. He emphasizes the need for cyber immunity legislation to alleviate the risk burden on MSPs and enhance cybersecurity practices. The discussion covers the importance of cyber hygiene, the role of state governments, and the benefits o...

In this conversation, Charles Weaver and Sam Blowes discuss the implications of artificial intelligence (AI) for Managed Service Providers (MSPs). They explore the necessity of AI usage policies, the impact of AI on employment, data privacy and compliance risks, the accuracy of AI outputs, and the importance of engaging with AI technologies. The discussion emphasizes that while AI presents challen...

In this conversation, Charles Weaver and Hannah Finley delve into the complexities of MSP regulation and compliance, exploring the role of compliance officers, the challenges faced in regulated markets, and the dynamics of government oversight. They discuss the importance of cybersecurity in managed services, the value of compliance for MSPs, and the evolving relationship between MSPs and their cl...

Michael George, an experienced leader known for guiding companies through significant growth, has been named the new CEO of Syncro. With a well-established reputation in the MSP sector, George previously led the turnaround of an RMM company, culminating in its sale to ConnectWise in 2019. George's appointment comes at a pivotal moment for Syncro, as the company is on the brink of innovation and ex...

In this conversation, Charles Weaver explores the question of how many Managed Service Providers (MSPs) exist globally. He emphasizes the importance of defining what constitutes an MSP and provides a historical context for the evolution of the MSP model. Weaver discusses the shift from reactive IT services to proactive management and the implications of this evolution for the industry.

Summary In this conversation, Charles Weaver emphasizes the significance of National Cybersecurity Awareness Month and outlines three actionable steps that Managed Service Providers (MSPs) can take to enhance cybersecurity awareness and resilience among their clients. He stresses the importance of continuous awareness, being equipped with the right tools, and taking concrete actions to help at lea...

The episode discusses an article claiming that many customers want to leave their MSPs, but is this accurate? The MSP Zone identifies five key points to consider: the existence of bad MSPs, customers who engage with MSPs but don't utilize managed services, the prevalence of bad break-fix providers, the likelihood of customers looking to replace their MSPs, and the motive behind writing such articl...

For over 4 decades, Managed Service Providers (MSPs) have been instrumental in providing security solutions, yet the cyber threat landscape continues to evolve, leaving small and medium-sized businesses vulnerable. The insights from Michael Crean of SonicWall shed light on this ongoing challenge and the potential strategies to mitigate risks. The discussion highlights how advancements in technolog...

Summary In this episode, Charles Weaver discusses three significant shifts in public policy towards the MSP community. The first shift is an awakening in the government's recognition of the important role MSPs play in cybersecurity and protecting national critical infrastructure. The second shift is the insurance industry's understanding of the value of MSPs in assessing and controlling cyber risk...

Summary A software update by CrowdStrike caused a blue screen of death on 8.5 million Windows machines, leading to widespread flight cancellations and disruptions. The incident raised questions about the reliability of EDR and MDR solutions embedded in the kernel. Cybercriminals took advantage of the situation by setting up scam websites and domains. MSPs and organizations should consider vendor d...

The conversation discusses a legal case involving an IT provider and a law firm client, highlighting the importance of written agreements in the MSP industry. The case raises questions about the duty of care that IT service providers owe to their clients and the scope of that duty. It emphasizes the need for comprehensive contracts that specify the responsibilities and exclusions of the service pr...

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...

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 offering superior products,...

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, guidin...

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...

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.

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 Da...

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 so...

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 y...

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.

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...

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...

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.

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&...