Conor Hynes heads up Product Management and Data Strategy at Titan HQ. The company name is probably familiar to many of you MSPs (managed service providers). They’ve recently launched an all-in-one cybersecurity platform, and their anti-phishing solution has really been making waves.

Interested to find out more, I asked Conor to give me a video demo walkthrough, which you can watch below. We explored how the tool works and what the benefits of the Titan platform are for MSPs.

A Walkthrough Demo of Titan HQ’s Intuitive Dashboard and Anti-Phishing ToolThe Solutions TitanHQ Offers to MSPsTitanHQ started 25 years ago, initially in email security and then moving into DNS filtering. An ambitious organisation with their finger on the pulse, Conor explained that they knew cybersecurity is a fast-growing area and identified an area they could niche into to better support MSPs.

They have a unified user interface to make it easy for MSPs to manage multiple layers of security. Within that dashboard, each of TitanHQ’s products have been consolidated. Alongside those, there’s a functionality to pull in any solutions from other vendors.

The TitanHQ solution includes email security and security awareness training, along with consolidated licencing and a centralised onboarding area. This allows MSP users to apply settings for each of their clients and deploy the appropriate tools for them.

What Makes the Anti-Phishing Tool so Popular?Conor explains that TitanHQ built their standalone product almost 25 years ago, and it remains robust, there are new types of threats coming along all the time. He says: “We know that email remains the number one attack vector when it comes to cybercriminals getting into a business’ networks, and we think it always will be.

“So we’ve spent the last 18 months refining how we do email security. We’ve evolved from basic spam and phishing protection. The email security element of the platform – Phish Titan – is very advanced and uses natural language processing.

“We know that cyber-attackers are getting more sophisticated in their approach, so se have to match that, if not do better. We’re moving into a space where it can stop those emails that can kill a business with a single ransomware attack.”

How TitanHQ Defend Networks if a Hacker gets inSometimes a malicious email is successful and makes it through the protective filters, so Conor explains how TitanHQ helps in that scenario. “The platform comes with an inbox add-on so the user marks any emails that they’re concerned about and alert their MSP partner.

“The user can flag the email as suspicious, or the MSP can see them flagged at their end as ‘an action is required.’ We want to make it as easy as possible for the MSP to make a decision, so we give them as much information as possible.

“The tool shows them why the email was marked as a potential danger and look at the URL to find out where it originated. Once they’ve reviewed the information, they can remediate with the click of a button. And no matter how many people have received the email, it’ll be removed from all of their inboxes.”

The TitanHQ Cybersecurity Awareness TrainingIn the tech space, we all know that the biggest risk to any organisation’s network is caused by human error. That’s why security awareness training is becoming increasingly important. Cybersecurity-conscious MSPs should be offering this themselves, or partnering with a company who can provide it for them.

Conor says that the TitanHQ training offering is one of the things that first draws MSP clients to them. “They know that the employees are the weakest link, so they want to mitigate against any damage. It’s essential for them to provide training to show their clients how seriously they take security.

“But we also know that MSPs are time-poor, so our training isn’t complex or difficult to implement. We offer a simple campaign set-up, where each user gets an email, they enrol in the training and the system sends out the lure email. And the MSPs can customise those to be simple or not, but they always look realistic.”

Reporting Features for MSP ClientsIf and when a user does click on a lure, Conor says it’s important for the MSP to be able to educate their clients, not punish them. “You want them to know that they’ve made a mistake, and that you can provide them with additional learning. And some departments are more susceptible than others, so you can tailor the curriculum.”

The reporting function is natively built into the product, Conor explains, allowing the MSP to view each campaign each client has been enrolled in, and which modules have been sent to the users. They can also see who’s done the training and who hasn’t.

“And again, because MSPs are time-poor, we create automated reporting directly to the administrator’s inbox which can then be shared with the client. This allows the MSP to highlight specific areas of concern and work with them to resolve them.”

Scaling for Fast-Growing MSPsThe TitanHQ platform has been built with scaling in mind, says Conor. “We don’t want MSP users to worry that the platform won’t be able to keep up as their business grows and demands more from it.

“We’ve built it on modern technology and we’re constantly improving it. We work closely with out advisory board of MSP customers, so we refine the platform in response to their feedback. In fact, a couple have already reached 30,000 seats in one year.

“We track and monitor client onboarding on a daily basis, so we can see how many users MSPs are adding. And yes, sometimes that’s 20 to 25 per day. The increased numbers don’t make deployment any harder, so we’re happy that the platform technology is supporting growth and scale at a higher level.”

How to Connect With Conor Hynes* Visit the TitanHQ website * Like TitanHQ on X * Follow TitanHQ on LinkedIn * Like TitanHQ on Facebook * Connect with Conor on LinkedIn

How to Connect With Me* Connect with me on LinkedIn * Follow @tubblog_msp on Instagram

You Might Also be Interested in* The Easy Way to Transition Your MSP to an MSSP * Podcast: How to Turn Employees into a Company’s Biggest Cybersecurity Asset * 12 Ways to Attract More Profitable Clients to Your Business

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Polly Brennan is a renowned mental fitness coach who has helped not just me but all of my colleagues in TeamTubb. She supports organisations to bring themselves back to a healthier mindset, boosting resilience and wellbeing no matter what comes along.

An Interview With Polly BrennanWhat is Mental Fitness and Why is it Important?When Polly first started her career, the approach to mental health was that it was a shameful medical problem. Today, we’re all a lot more open to talking about mental wellbeing and speaking up when we’re struggling.

“So mental fitness is about your ability to handle life’s challenges with creativity and resilience. Just as with physical fitness we strengthen our muscles, with mental fitness we work to take better care of ourselves. You don’t wait for a heart condition before you look after your cardio health, so this is the same idea.

“And there’s a simple set of things you can do. I ask people to imagine their mental health on a scale. The bottom end is that you can’t get out of bed, and the other is you’re energised and full of purpose and joy. Mental fitness helps you to move up the scale, even when you’re feeling down.”

Polly’s Approach to Mental FitnessBecause Polly’s background was working in the NHS, she’s been able to build her skills and knowledge and apply that to her own business. She explains that the main reason she set out on her own was to help people to avoid burnout.

“I was working with people who’d already hit their lowest point, and came to the NHS to access support services. I saw that if they’d been supported to build resilience, they wouldn’t have hit crisis point. I wanted to help them spot the early warning signs that things weren’t right.

“So my approach is to help people who understand the importance of their mental fitness. That’s often senior leader who want their teams to thrive and realise that they need to be mentally fit first. I work with them to develop their own mental wellbeing roadmap.”

How to Build a More Connected and Motivated TeamIt can be difficult to make team members feel connected when they’re working remotely, agrees Polly. She recommends putting things in place so employees know that you’re prioritising their wellbeing. “It can be something simple, like a quick check in to see how they are. And don’t always talk about work – make an effort to get to know each other.

“Show that you remember what they’ve mentioned in the past, whether that’s asking how a project went or a family event. Too often leaders go straight to asking how work is progressing rather than how their people are getting on.

“Give compliments when people have done a good job. Let them feel valued and appreciated. Encourage the team to share successes and celebrate each other’s wins. Do something fun like ‘star of the week’. And recognise when people have demonstrated their resilience. Praise employees as much as you can.”

How a Leader can Spot the Signs of BurnoutWhen a company is growing and the teams are fast-moving, signs of struggle and potential burnout can be subtle, but so significant, says Polly. And once you know what you’re looking for, there are a lot of red flags.

“They’re often simple things, like someone is subdued or flat. Perhaps someone who’s usually upbeat and jokey is now doing their tasks and not joining in. Often when someone is under pressure they go into ‘over-function mode’ so tasks get done. But of course that’s not sustainable, and they go into ‘under-function’ – burnout.

“Over-functioning is saying yes to everything but missing deadlines because they can’t do everything. People start to miss informal check-ins; they turn up late and leave early; they don’t engage on team calls. As a leader, when you know someone well enough those subtle changes are actually really obvious. And that’s when you can step in to offer support.”

Building a Supportive Culture to Talk About Mental HealthIn any business, there are two competing factors at play. First, you want to be a responsible, approachable employer, but there’s still work to be done. But these can be balanced, says Polly, even if tasks need to be reassigned for a while.

“Make it clear to people that when they’re struggling they acknowledge it without shame. Make sure they know they’re not alone and that they can speak to someone they trust to help them recover. And support them to do a mental fitness scan, too. Are they sleeping well, eating properly? Do they feel stuck?

“Encourage them to check in with themselves and consider a circuit breaker like taking time out, delegating a task or setting new boundaries. As a leader, help your team to develop a safety plan so when they start to feel overwhelmed they know what to do to look after themselves.”

How Leaders can Support Their Own Mental HealthThe red flags you look out for in your team are the same things you need to be aware of in yourself. And remember, as Polly says, that the challenges you’re facing might not be within your MSP. “It might be that work is spilling into personal time, or you’re supporting a loved one with something hard.

“It’s fine for you to take time out as well, and in fact you should model good behaviour to your staff so they know it’s ok for them to do the same. Yes, as the boss you will sometimes have to work more hours, but don’t lose sight of the reason you started a business in the first place – to manage your own time.

“And if you only have time off at weekends, make sure you still look after yourself. Don’t rush around and overdo things. You want to go back to work on Monday morning feeling refreshed, energised and motivated for the week ahead.”

Why Simplicity and Consistency are Key for Mental FitnessSometimes we expect there to be a revolutionary new approach to manage mental health and wellbeing. But really, it’s things we already know. These are simple, says Polly, but we do need to make the effort to apply them.

“These are things that I’ve suggested time and again with people I’ve coached, and they always work. But you also need to find what works best for you, so explore all of the options and choose your favourites.

“That could be meditation, journalling, breathwork, cold showers, a walk or listening to music. The important thing is, once you’ve picked your techniques, stick to them. Consistency makes all the difference, even if it seems hard at first or you feel that you just don’t have the time. You have to make the time.”

Why Anyone can Learn ResilienceThe good news is, resilience isn’t something you’re born with. Polly explains: “It’s not a personality. Resilience is the result of a set of practices that people do. Those practices take them from just managing to keep their head above water to people who are at the top of their game.

“It really is that simple. It’s nothing to do with biology and it’s not fixed. Yes, what’s happened in the past influences who were are today, but you can absolutely train yourself to be more resilient in work and at home. You need to develop your own mental fitness plan.

“Develop simple habits that work for you and repeat them over and over. Prioritise your own wellbeing at all times, whatever it looks like for you. The people who I’ve found to be most resilient are proactive about working on themselves and having their roadmap in place. It does take time, so keep at it!”

One Daily Habit for MSP Leaders to Develop ResiliencePolly’s advice for developing your own resilience? “Be intentional about how you go through your day. Think carefully about what you do and how you do it. Stay calm in the chaos and try not to be reactive when a challenge appears. Don’t go onto autopilot and firefight.

“Little practices add up to big differences. One good approach is to bookend your day and being conscious of that. Start your day with a workout, a walk or five minutes of journalling. Commit to that before you check emails, open social media or make a call. Ease into the working day.

“And at the end of the day, let your body know that you’re in relaxation mode. Turn your laptop off and switch off notifications on your phone. Change into comfortable clothes, close the office door, walk around the block. Just do something to change modes.”

How to Connect With Polly Polly’s website: Adventurous Coaching * Like Adventurous Coaching on Facebook * Connect with Polly on LinkedIn * Subscribe to Polly’s YouTube channel * @***ng.com” target=”_blank” rel=”noopener”>email Polly

How to Connect With Me* Subscribe to TubbTalk RSS feed * Subscribe, rate, and review TubbTalk on iTunes * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog_msp on Instagram

Mentioned in This Episode* Koast Radio * Richard’s interview on Koast Radio * Richard’s book: The IT Business Owner’s Survival Guide * Academic: Brené Brown * Personality profiling: i3 profiling * Team communication tool: Slack * Slack polling tool: Geekbot * Podcast interview with Kevin O’ Laughlin of Nostra IT * Podcast interview with Dray Aga of Huntress * Free download: five first steps for MSP owners noticing mental strain * Speaker and author: Karl Palachuk * Podcast interview with Nigel Moore of The Tech Tribe * Podcast interview with Dan Scott of Evolve/IT Nation * Polly’s online on demand mental fitness programme: Adventure Map * Polly’s membership: The Adventure Club * Logi Firewalking * Performing circus: Let’s Circus * Comedian: Cal Halbert * Book: Bob Burg: The Go-Giver: A Little Story About a Powerful Business Idea * Book: Bill Perkins: Die with Zero: Getting All You Can from Your Money and Your Life * Book: Hugh van Cuylenburg: The Resilience Project: Finding Happiness Through Gratitude, Empathy and Mindfulness * Book: Belinda Kirk: Adventure Revolution: The life-changing power of choosing challenge * Book: Brené Brown: Daring Greatly: How the Courage to Be Vulnerable Transforms the Way We Live, Love, Parent, and Lead * Brené Brown leadership programme: Dare to Lead * Connected Coaching Northeast

You Might Also be Interested in* For Better MSP Wellbeing: We’re Not Machines, We’re Human Beings * Video: Applying an Adventurous Mindset in Life and Work for Robust Mental Fitness * Mental Health Resources for MSP Business Owners

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Tubbservatory Round-Up – Tools and Resources for Your MSPWelcome to the May edition of the Tubbservatory Round-Up – your monthly compass to navigate the ever-shifting MSP landscape with confidence and clarity.

All month long we’ve been scouting the industry’s most valuable resources. We’ve carefully selected the best essential tools, thought-provoking insights, and strategic resources specifically designed to propel your MSP business forward in today’s competitive environment.

In this edition, you’ll find:

→ Why now is the time for MSP mentoring
→ How to get support for your MSP event
→ Getting your MSP finances sorted

Are you ready to transform these insights into action? Explore our complete May collection and take the next step in your MSP’s growth journey!

Tubbservatory: The May 2025 Round-Up VideoTubbservatory Round-Up #41: May – Week 1#1 The Secret to Scaling Your MSPWant to know what the secret is? Of course you do! SuperOps, the next-generation MSP platform, have announced some game-changing new features to propel your MSPs journey. They share more in an on-demand video.

Those features to the SuperOps platform enhance efficiency, boost productivity, and fuel MSP growth, and the fun part about this video is that you’ll get to meet the product masterminds at SuperOps who’ll give you the inside scoop on what’s cooking for 2025.

#2 Your Questions are Horrible!So says Juan Fernandez from SuperOps in an interview with James Steel for the Harvest MSP Sales Show. Sounds a bit harsh, but they had a great conversation.

Fernandez and Steel discuss why successful MSPs should never pitch; they should position themselves as problem-solvers instead.

The best MSPs don’t “sell” says Fernandez—they become indispensable. If you’re struggling with low close rates or price objections, this episode will change how you approach MSP sales.

#3 Are We Ready for Mentoring in the MSP Space?MSP legend and friend of Tubblog, Karl Palachuk, says that now is the time for mentoring. Palachuk has announced a new Reddit around mentoring in the IT industry.

The initiative is to facilitate more discussion about IT career paths, and how “older” (more experienced) folks can help “younger” (less experienced) folks make the most of working in IT.

The big goal is to help mentees become more professional, avoid unnecessary mistakes, and embrace this wonderful industry as a powerfully good part of their life.

#4 Want to be More Productive?Here’s a new book recommendation from Richard. The Productivity Diet is written by productivity expert Mike Vardy.

In the book, Vardy challenges the traditional “more is better” mindset and instead offers a sustainable approach to productivity—one that prioritises effectiveness over efficiency and quality over quantity.

#5 MSP SuperSummit ManchesterWere you at the event too? Did you get a chance to catch up with Richard? Share your highlights in the comments.

And if you’re thinking, “SuperSummit, what’s that?” I’ll explain. Organised by SuperOps, the event has built a top reputation for no-vendor pitches, strong peer community networking, and practical, real world advice for MSPs.

It’s free to attend and open to all MSPs. Find our roundup article below!

Tubbservatory Round-Up #41: May – Week 2#1 SAT Programmes – Good or Bad?Security Awareness Training, or SAT, has become a staple of many MSPs’ cybersecurity tool stack, but The Wall Street Journal recently shared their opinion that SAT Programmes “Do More Harm than Good.” What do you think?

Well, Dima Kumets and James O’Leary — two men who know a thing or two about cybersecurity — recently tackled the SAT debate on the Huntress blog. Have a read to see how effective (or not) your SAT programme is.

#2 Want to Host an Event but the Prep Feels too Daunting?Events are a huge source of new business for MSPs, but organising events can be a huge challenge. Well, that’s something that Project MSP from Fresh Productions aims to help with!

You pick a date, time and place, and Project MSP helps your MSP leverage your existing resources, such as Marketing Development Funds from vendors, to finance the event, as well as managing the event from start to finish.

Notable UK MSPs such as Chris Pottrell at Nebula and Ian Groves at StartTech, are already speaking highly of Project MSP — so go and check this innovative new offering out!

#3 Why Your MSP Help Desk Should be Curious, not FuriousIf you’ve ever been triggered with what you perceive to be stupid questions, before losing your cool, try to be curious not furious. Maybe there’s more to the story than you were able to gauge.

Find the link below for a fun video from MSP Mann Consulting. Thanks Harold Mann for sharing!

#4 Stay Healthy and Give to CharityWant to encourage your team to move and stay healthy and raise funds for charity? Check out the Trundl app. Walking with trundl isn’t about competing with others, or topping a leader board.

By turning every walk into a charity donation, trundl gives you many good reasons to encourage your team to go out and boost their wellbeing, no matter how far or fast you can go.

#5 The Huntress Roadshows Returned!The popular Huntress Cybersecurity Roadshows were back in May, visiting Amsterdam and Brussels. These events are free to attend, so it’s worth keeping an eye out for announcements for future events.

They’ve built a strong reputation for value, and each roadshow series has a theme to focus on one particular area of cybersecurity. Plus, they’re always held in a cool venue where you can enjoy pizzas, beers and banter with peers!

Tubbservatory Round-Up #41: May – Week 3#1 The Future of the MSPWhat might the future of the MSP look like in three years from now? Well, that’s the subject in the first “Let’s Talk AI for MSPs: A Pia Series” organised by Larissa Varela of Pia.

In this video, Ryan Barton of New Charter Technologies, Cory Ruthardt of Simpatico Systems, and David Schwartz and Aron Hardy-Bardsley of Pia, discuss evolving client expectations to the role of AI in scaling operations.

Definitely worth watching!

#2 Handling Sales ObjectionsAn article that caught Richard’s eye was “How to Handle MSP Sales Objections: A Complete Response Guide” by David Frankle of Nayak.ai.

Have specific ROI examples ready to transform pushback into meaningful dialogues about value, says Frankle, along with other great insights.

#3 Leave Voicemails for Your ClientsWhen you ring a client and don’t get an answer do you leave a voicemail?! Many of us in the IT space of guilty of just hanging up.

If you’ve ever become frustrated trying to encourage your Helpdesk team to leave voicemails for clients they are chasing tickets on, then this amusing video from Harald Mann of Mann Consulting is for you!

#4 Why Co-Managed IT is a Good OpportunityCan Managed Service Providers (MSPs) work with internal IT departments? Spoiler — yes they can. Co-Managed IT is becoming such a growth area for MSPs, so it’s something to seriously consider.

To give you some inspiration, have a look at this recommended book: The MSP’S Survival Guide To Co-Managed IT Services by Bob Coppedge.

#5 MSP Event in FloridaThe MSPFlow event takes place on June 24th-26th in Tampa, Florida. MSPFlow is an automation conference crafted for MSPs.

Hosted by Rewst, but vendor agnostic, the focus of MSPFlow is on creating an open space where attendees, speakers, and sponsors freely explore various automation tools and strategies without limits.

Tickets are now available.

Tubbservatory Round-Up #41: May– Week 4#1 The Future of BusinessIn May, Microsoft’s Work Trend Index was published. It’s a industry-spanning report containing observational studies to offer unique insights on the trends reshaping work for every employee and leader.

This years report introduces “Frontier Firms”—businesses that fully integrate AI agents to boost productivity, agility, and ROI. It outlines a shift from AI as an assistant to autonomous collaborator, stressing the need for workforce upskilling.

This free report is well worth reading for MSPs.

#2 MSP Financial FuturesAnd talking of the future, how close are you to financial freedom?

Most MSP owners fly blind. They don’t know what their business is really building for them on a personal level. Here’s a free tool that can help.

Exit consultant Laura Cook has put together The Financial Freedom calculator, that can help you work out how much your business needs to be worth to give you the exit you want. As Laura says, if you’re not planning your freedom, you’re hoping for it.

#3 The Financial Benefits of Automated CybersecurityAn upcoming webinar that will be of interest to MSPs is Streamline and Secure your MSP business: The Financial Benefits of Automated Cybersecurity.

Taking place on June 12th 2025, and hosted by Acronis and Rewst, the webinar offers to help MSPs Streamline your operations, Reduce human error and Deliver measurable financial returns.

Thanks to Caroline Bieler for recommending!

#4 AI Sales Builder for MSPsHere’s an AI sales platform that may be of interest to MSPs. Apollo includes a pipeline builder, a call assistant, Data Enrichment and a Go-To-Market Platform.

Thanks to Jason Kemsley of Uptime for recommending!

#5 Uptime Live 2025And finally, talking of Jason Kemsley, if you missed the announcement, one of the most popular MSP events of last year is making its return to London on September 25th 2025.

That’s right — Uptime Live is back!

The brainchild of Bradley Munday and Jason Kemsley of Uptime, Uptime Live is a business-focused event that features top quality speakers you’ll have not seen before.

Tickets are now available. I hope to see you in London in September!

Tubbservatory Round-Up #41: May– Week 5#1 Global MSP DayThe eighth annual Global MSP Day took place on Friday 5 June, both online and in-person. As always, tickets were free and events took place in four different timezones.

Global MSP Day is a designed to bring the unique managed services ecosystem together to recognise the support, protection, and value managed services providers (MSPs) bring to the business community.

Our very own Richard Tubb was a keynote speaker for this year’s Global MSP Day, speaking alongside experts such as Brian Downey of Barracuda MSP, Mark Copeman of MSP Wingman Marketing, Colin Knox of Gradient MSP, and more.

#2 TubbTalk – Wired for ConnectionWe kick this week off with news of a brand new podcast that focuses on the diverse, underrepresented voices shaping the IT & MSP industry.

TubbTalk: Wired for Connection is a spin-off our popular TubbTalk Podcast for MSPs, and is hosted by the amazing Vera Tucci and Lenka Koppova.

The first episodes feature Amanda Stewart of Illuminate IT and Andrew Wallace of Smileback, and are well worth checking out.

Whether you’re a woman in tech, a member of the LGBTQ+ community, or a forward-thinking IT leader tired of the “same old conversations,” Wired for Connection is here to inspire and empower.

#3 The MSP Growth PodcastAmy Babinchak got burned out, got fed up and built something better.

A podcast that caught my ear is the MSP Growth Podcast, featuring MSP legend Amy Babinchak.

Hosted by Heather Johnson, CEO and Co-Founder of Gozynta, this podcast is well worth listening to in order to hear the story of one of the ladies who shaped modern managed services.

#4 The Dark Side of AIThe Dark Side of AI – how hackers are fighting smarter. Here’s a newsletter I’d recommend from Sasha Roshan of Huntress.

Each month, Sasha shares insights straight from the field — real-world observations on cyber attacks, emerging threats, and common trends he’s seeing across the cybersecurity landscape.

#5 Sunderland Startup and Scaleup WeekAnd finally, UK Startup & Scaleup Week took place in Sunderland, North East England between 2nd-6th June, 2025.

If you’ve got an idea for a new business or want to make your existing one more successful, then this is the place to be, so stay tuned for next year’s dates.

Featuring speakers such as Sara Davies MBE, Daniel Priestley, Paul Mort and many more, Team Tubb were there for this 5-day event.

Links to the Resources Mentioned in this Round-Up

Week 11. The Secret to Scaling Your MSP in 2025: video from SuperOps 2. Juan Fernandez on the Harvest MSP Sales Show 3. Karl Palachuk on MSP mentoring 4. Mike Vardy’s productivity book 5. SuperOps SuperSummit 2025 roundup article

Week 21. Are SAT Programmes good or bad? 2. Project MSP from Fresh Productions 3. Try to be Curious: Video 4. Sign up for Trundl 5. Find out more about the Huntress roadshows

Week 31. The Future of the MSP video 2. How to Handle Sales Objections 3. Leave a voicemail! 4. Book: Bob Coppedge: The MSP’S Survival Guide To Co-Managed IT Services 5. Tickets for MSP Flow

Week 41. The Future of Business 2. Financial Futures for MSPs 3. The Financial Benefits of Cybersecurity 4. Apollo AI sales builder 5. Uptime Live 2025

Week 51. Global MSP Day 2025 2. TubbTalk: Wired for Connection 3. The MSP Growth Podcast 4. Newsletter: The Dark Side of AI 5. Sunderland Startup and Scaleup Week

How You Can HelpAs we wrap up Tubbservatory Round-Up #41. Are you ready for the summer?

Got something great to share? Whether it’s a handy tool, a standout article, or a clever tip, drop it in the comments below. Let’s keep the knowledge flowing—your input is priceless!

You Might Also be Interested in* Breaches, Brews and Banter: a Fun Roadtrip with Cybersecurity Experts Huntress * Podcast: The MSP Owner’s Guide to Being a Better Leader * Uptime Live 2025: All Value, no Pitch, Must-Attend Event for MSPs

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Isobelle Coventry leads M&A and Expansion Efforts at Evergreen Services Group across the UK and Ireland, spending her time building relationships within the MSP community, helping business owners navigate what can often be a deeply personal transition.

Her background in private equity gives her a sharp eye for business, but it’s her people first mindset that truly sets her apart. She’s passionate about legacy and growth and finding the next great MSP partner.

An Interview With Isobelle CoventryHow Isobelle Found Passion for her WorkEvergreen acquires managed services businesses and looks after them so that they continue to grow. Isobelle explains: “I think that we’re custodians of those businesses, and that’s a privilege for us. We retain the employees and nurture the culture, and that’s a big responsibility.

“The owners of those businesses are passionate and knowledgeable, and they trust us to continue their legacy. Everyone shares in the success of all the businesses we have. They want to support each other to grow and do well.

“We get to know the owners before the acquisition and I feel honoured that they choose us to help them find a new role or bring in new talent to take the business forward. We’re their forever partner, and it’s hard not to be passionate when you do this kind of work.”

The Importance of Finding People to Support YouIsobelle says she’s had a lot of people rooting for her: “It fills me with gratitude, and there are a few people who’ve really helped me. Within work, my colleague Sydney, who’s VP of M&A has been a big part of my journey. She was the first person to see potential in me.

“And when I started at Evergreen she answered all of my questions and was always on hand to support me. She was transparent and upfront but also understanding and empathetic, which are great qualities in a mentor.

“I was also lucky to work with Craig Fulton, who’s had a lot of experience in the MSP space. He’s a good sounding board and shares his knowledge freely. And outside of work, my parents are my biggest cheerleaders. They always want to be part of my journey.”

Why Isobelle Tries to be a Positive PersonIsobelle says she’s always had a sunny disposition and been a positive person. “I’ve always been passionate about life and believed in finding something you care about and do everything with heart. And I’ve been fortunate to find it easy to care about a lot of things.

“Personally, I feel like it’s really important to care about what you do, whether that’s at work or at home. And often those blend, because you can make your work your vocation and your passion. I would struggle to do this job if it was monotonous, but it’s interesting and varied.

“I get to know all about the MSP owners, what matters to them and what they need to succeed. We rise by lifting others. I think we all have an opportunity to help one another, and you often help yourself at the same time. I always feel rewarded by making a contribution.”

A High Point and a Low Moment in her CareerIsobelle highlights being invited to deliver the IT Nation Connect Europe keynote alongside Craig Fulton. This is a big achievement for her, as she’s not been in the industry for very long. She’s also proud of being involved in expanding operations into Ireland.

“It’s taken a lot of research and hard work and proving that it’s worth the leap for Evergreen. But I can see the opportunities are there.” Isobelle is also open about challenges that she’s faced in her career so far. “When things go wrong, you’ve got to pull yourself up by your boots.

“I knew that I wanted to change careers, but I couldn’t work out how to move into private equity without a finance background. I spent a year applying for roles, learning what I could and putting myself out there so I could make a change. It was frustrating and I felt that I might not ever succeed. I kept going, though, even when it was hard.”

Isobelle’s Favourite Part of the MSP IndustryLike so many people in the industry, Isobelle highlights the warm and welcoming community. “It’s so present and so special. Communities like this are so rare and I’d not experienced anything like it before.

“In my previous roles, I was supported, but I never saw anything like the level of knowledge sharing and celebrating each other’s successes. I see that it can be isolating to run a small business, but MSPs try to reduce that for their peers.

“People need to be able to learn and share experiences, but also tap into support and eliminate the feeling of being lost. So it’s the responsibility of everyone to contribute to that meaningfully and add value any way you can.”

One Thing Isobelle Would Change in the IndustryIsobelle’s role means she has a unique perspective in how MSPs plan for the future of their business. “In the UK market, there’s a hesitancy to think about that and to start conversations to explore options for MSP owners.

“I guess that they’re often receiving unsolicited queries and they’d prefer to focus on growing their business instead. They think it needs to be perfect before they even consider an M&A (merger and acquisition).

“I think you should have those conversations sooner. Because if you have a value in mind you’d like to realise, you need to chart a path to get there. It doesn’t happen overnight. So I’d like people to be more prepared and explore their options to make an M&A successful.”

How to Connect With Isobelle Coventry* Evergreen Services Group * Follow Evergreen Services Group on LinkedIn * Connect with Isobelle on LinkedIn

How to Connect With Vera and Lenka* Subscribe to the Wired for Connection RSS Feed * Follow @tubblog_msp on Instagram * Connect with Lenka on LinkedIn * Visit Vera’s website: T-Consulting * Follow T-Consulting on LinkedIn * Follow T-Consulting on Facebook * Follow T-Consulting on Twitter * Connect with Vera on LinkedIn

Mentioned in This Episode* MSP event: IT Nation Connect * M&A Advisor at Evergreen: Craig Fulton * IT certifications and training: CompTIA * MSP community: GTIA

You Might Also be Interested in* Podcast: Wired for Connection: Championing Minorities in Tech for Success * The Power of Help Through Your Local MSP Peer Groups * Successful MSP Relationships: How to Find and Nurture Them to Make Them Last

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Kevin O’Loughlin founded Irish MSP Nostra in 2006 with the aim of making a positive impact and demonstrating Ireland’s potential for global success. Initially, the focus was on cloud email services.

Today, Nostra has grown to deliver €50,000,000 in annual revenue and is growing at 30% year on year through strategic acquisitions and organic growth. And it’s on the way to becoming a market-leading full-service MSP.

An Interview With Kevin O’LoughlinWhy You Sometimes Need to Cannibalise Your Services Sometimes the offerings you started out with in your business are no longer the right fit for your clients and the direction you want to go in. When that happens, you need to be brave and transform them into something new.

As Kevin says: “Netflix are a great example of this. They moved from sending DVDs through the post to a digital-only service. When new technologies come out, I look at them from the customer’s point of view. If we as their IT partner were to adopt it, would that be of benefit for them?

“What’s the best user experience for the client? For instance, we decided not to offer private cloud because we don’t think it’s as compliant as we’d like. And that’s why we stopped selling email servers in 2008. We knew that there were better, more secure options, M365 being one of them.”

Nostra’s Approach to Cybersecurity OfferingsThe challenge with giving customers the right level of cybersecurity protection is that while they know they need it, they don’t have the knowledge to understand the risks they face and how to make sure they’re secure from threats. So Nostra has a straightforward approach:

“Our model simplifies the concept. We took several products that worked well together, packaged them up into a single solution and sold them as ‘security.’ The customers know that they’re protected and they don’t have to choose the tools themselves. It’s too much to ask them to pick antivirus, phishing protection and so on.

“They don’t understand that there are many layers to security and if they miss one out they’re exposing themselves to a threat. So our approach means they get all the layers and you give them as much information about their protection as they need. They trust that we’re keeping them safe and as their partner we’ve picked what’s right for their business.”

The Importance of Nurturing Vendor/Client RelationshipsThe key to strong relationships between vendors and clients, in Kevin’s opinion, is honesty. “I’ve been in a meeting with a customer when they’ve shown me a proposal for a solution from a vendor and I’ve told them I don’t think it fits with their business needs.

“It’s really important for me to be able to say, ‘If I were you, I’d hold off on investing in that now’ or recommend a better solution. Likewise, if they asked me to implement a solution that would be profitable for us but wouldn’t serve them in the long run, I’d turn it down.

“Again, it’s about being a trusted partner for them. Personally, I’m very direct with people; I don’t ever want business that we shouldn’t have. It’s all about the customer experience and them knowing that we have their best interests at heart.”

Choosing Cybersecurity Tools Without the OverwhelmWhenever you’re on the hunt for a new tool for your managed service provider (MSP), ask yourself first: ‘What am I trying to achieve? Where do I want the business to be in ten years, or one year, from today? What do I need to do that?”

Kevin says that by approaching the decision that way, you can start to look for a solution that will fit your needs now and help you move to where you want to be. And depending on your goal, you’ll want a tool that may be quicker to deploy and run than another. And once you’ve done that, the second step is to go back to basics:

“Before you invest in something new, review your existing stack. Are you patching regularly? Have you got 2FA (two factor authentication) switched on everywhere? What’s your security score? Make sure all of those things are up to date and robust, and then look for a tool that will fit alongside today’s cybersecurity stack.”

Nostra’s Approach to Mergers and AcquisitionsNostra have made several acquisitions in recent years, and Kevin says there are some criteria they use each time they consider acquiring a new MSP. “For instance, we wouldn’t buy a fully remote business, because it would be a challenge to get everyone together and get them to buy in to what you want to do.

“You’re buying tangible assets, and that’s the people as much as anything else. We want to preserve the culture, the relationships and the services they provide as much as possible, but we also want to work with those people to grow the business.

“We take the time to understand the business, integrate their solutions with ours, and then we work to enhance them. We look at ways to add tools that will better serve the customers and also let us scale. And we stay alert to opportunities that aren’t obvious at first but fit a new need over time. That’s worked well for us.”

Challenges and Red Flags in Mergers and AcquisitionsAs with every other decision he makes in business, Kevin says that when it comes to M&As he considers things from the customer’s point of view: “Does this company have a tool that will fit in and be part of our solution? Will it help our customers?

“If the answer’s yes, then we’d look at acquiring the business. Because we want to acquire new skills that fit with our offerings only if they’re relevant to our existing clients. We won’t acquire something just for the sake of it, just because it’s a profitable business.

“And when it comes to red flags, the fist question to ask is, ‘Why does the owner want to sell? Is there actually a problem within the business?’ Before you make a decision, look at turnover of both staff and clients. If it’s high, there’s a problem with culture. And make sure you get on with the owner – if you don’t, you probably won’t get on with the staff either.”

How to Connect With Kevin O’Loughlin* Nostra * Follow Nostra on Instagram * Follow Nostra on LinkedIn * Connect with Kevin on LinkedIn

Mentioned in This Episode* MSP community: IT Nation * Cybersecurity and backup: Datto * Cybersecurity software: Acronis * IT management software: Kaseya * Cybersecurity partner: Huntress * Cybersecurity software: Webroot * SOC as a Service: Enhanced (Formerly InSoc) * MSP solutions: Barracuda * PSA tool: Autotask * Network security: SonicWall * Cloud marketplace: Pax8 * Book: Rhonda Byrne: The Secret 10th Anniversary Edition * Investor: Ray Dalio * Author and speaker: Tony Robbins * Investor: Warren Buffett

You Might Also be Interested in* Cybersecurity in 2025: Huntress Reveal the Threats to Beware * Scale Smarter With AI, Overcome Objections and Automate for Growth * MSP Pricing Models for Profitability, Growth and Client Satisfaction

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Welcome to this week’s edition of the Tubbservatory – where I keep a watchful eye on the tools, trends, and conversations that matter to Managed Service Providers (MSPs) and IT businesses.

This week, we’ve got a global industry event, a powerful podcast on MSP burnout and reinvention, and a UK-based growth week full of startup energy and entrepreneurial inspiration. Let’s dive in.

1. Global MSP Day 2025 – A Celebration of Our IndustryI’m thrilled to be keynoting this year’s Global MSP Day 2025 on June 5th, an event that celebrates the vital role that Managed Service Providers play in keeping businesses protected, productive, and future-ready.

The day brings together thought leaders and IT providers from around the world for a mix of virtual and in-person sessions. This year’s speaker lineup includes:

Brian Downey – Barracuda MSP
Mark Copeman – MSP Wingman
Colin Knox – Gradient MSP
…and more industry legends.

Whether you’re looking to sharpen your strategy, connect with peers, or simply feel seen and supported, this event is for you.

Register here

2. TubbTalk: Wired for Connection – A New Podcast with Fresh PerspectivesWe’ve launched something brand new for the MSP space!

TubbTalk: Wired for Connection is a spin-off podcast from our popular TubbTalk series, and it’s focused on spotlighting underrepresented voices in the IT and MSP industries. Hosted by the fantastic duo of Vera Tucci and Lenka Koppova, the first episodes feature conversations with Amanda Stewart (Illuminate IT) and Andrew Wallace (Smileback).

These are real, raw stories that go beyond the usual MSP talk tracks, and they’re designed to inspire, include, and empower. If you’re a woman in tech, a member of the LGBTQ+ community, or just someone looking for a different kind of industry conversation — this one’s for you.

Listen here

3. Amy Babinchak on Burnout, Boundaries, and Building BetterBurnout isn’t talked about enough in the MSP space — but Amy Babinchak is changing that.

In this heartfelt episode of the MSP Growth Podcast, Amy shares how she hit a wall, stepped back, and came back stronger by building a business on her own terms. Hosted by Heather Johnson of Gozynta, this episode is a must-listen for any MSP leader who’s been running on empty.

“I realised I had built a business I didn’t want to be in anymore… so I changed it.”

There’s wisdom here on leadership, delegation, and long-term sustainability that every business owner can learn from.

Tune in here

Tubbservatory: The 30 May 2025 Weekly Video4. The Dark Side of AI – Sasha Roshan’s Cybersecurity IntelAI is changing everything – including how cybercriminals operate. That’s the focus of this month’s edition of Sasha Roshan’s brilliant cybersecurity newsletter from Huntress.

Sasha dives into real-world insights from the frontlines of cyber defence, offering a look at how attackers are getting smarter — and what MSPs need to do to stay ahead.

If you want to keep your clients safe, it’s no longer enough to rely on yesterday’s playbook. With AI being used to craft more convincing phishing, automate attacks, and exploit vulnerabilities at scale, this newsletter is a must-read for forward-thinking MSPs.

Read it here

5. Grow Smarter at UK Startup & Scaleup WeekIf you’re anywhere near the North East of England next week, UK Startup & Scaleup Week is the place to be. This 5-day event is packed with sessions, networking, and inspiration for entrepreneurs and small business owners — including MSPs looking to grow smarter.

Speakers include:

Sara Davies MBE – Entrepreneur & Dragon’s Den star
Daniel Priestley – Author of Key Person of Influence
Paul Mort – High-performance coach
…and plenty more to spark ideas and momentum.

Myself and Team Tubb will be there too — come say hello if you’re attending!

Grab your spot here

That’s your five-a-week from the Tubbservatory — carefully curated to help you keep up, stand out, and grow your IT business.

If you enjoyed this roundup, you’ll love my weekly MSP Insights newsletter. Every Tuesday, I share practical tips, curated links, and personal reflections to help you thrive in the Managed Services world.

👉 Subscribe here: tubb.co/nl

Until next week — keep learning, stay connected, and never stop building a better MSP business. 💪

You Might Also be Interested in* 12 Ways to Attract More Profitable Clients to Your Business * SuperSummit Manchester 2025: Using AI for MSP Growth * TubbTalk 179: Risk and the ROC Solution: What to Know for Growth

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You’d be forgiven for hearing the words ‘personal brand’ and dismissing them as yet another marketing fad that’s not worth your time and investment. If you spend any time on Instagram or TikTok you’ll probably have seen influencers sharing brand collaborations that have little to do with your world.

But unfortunately, personal brand is essential to anyone who runs a business. It’s how you differentiate yourself from your managed service provider (MSP) competitors, how you attract clients to you and how you find opportunities for collaboration and growth.

So What is a Personal Brand?There are as many definitions for this as there are branding experts! For me, personal brand is the core of who you are. It’s things like:

How you show up/present yourself to the world
How you talk about your business
The clients you work with (and how you choose them)
What makes you different
Your values and USP
How you deliver solutions and outcomes

My friend Christine Gritmon, a Personal Branding Coach, talks about how having it clearly defined makes you more visible, helps people move along the customer journey from browser to client and helps others clearly understand what you do so they can refer you.

As more and more business owners become reliant on AI to help them write blogs, sales pages and even replies on social media posts, there’s a real risk that you sound generic.

And in areas like IT and tech, where people don’t always understand what you do, that’s only going to make it harder for them to choose you as their trusted partner. If you look and sound like everyone else, when they come to make a buying decision, they’ll likely pick whoever they see on their timeline first or who pops up first on Google.

So, having a clear personal brand enables you to stand out from the competition. Done right, it’s also an easy shorthand for summing up your ‘why’, your mission, vision and values and what’s important to you as a business owner.

And as the owner, there’s no real way to separate you the person from you the business. I don’t mean in terms of what you share online – you can and should keep some things private – but in what you do day to day. Let’s be honest, you think about your business when you’re on holiday, don’t you? I know I do!

Where Does Branding Come in?You’ll notice that I haven’t mentioned yet any of the things you might traditionally think of when you hear the word ‘brand’. Again, there are several definitions of branding, but for our purposes we’ll think of it as all of your visual assets.

These will help to make your personal brand more distinctive and easily recognisable. You might write a strapline that you display on your website homepage, social media profiles and email signature which sums up your values or your USP (unique selling point/proposition).

Combine that with a colour palette that reflects the tone of your business voice, a meaningful logo and typography, combined with some striking imagery (graphics and headshots) and you’re on your way to developing a personal brand that people remember.

If you’re considering a brand refresh, whether you do it yourself or not, spend some time thinking about all of the elements mentioned above. Don’t just pick your favourite colour! If you have a business partner or senior leadership team, get them involved too.

To get you thinking, I highly recommend Fiona Humberstone’s branding books . As a non-visual creative (I’m strictly a writer, not a designer!) I found her advice clear to follow and inspired me to really think about what I wanted my branding to represent about me and my business.

Do I Need to Work with a Branding Expert?No, you don’t. If you feel confident that you can do it yourself, that’s fine. But make sure you do a lot of research into the elements you choose to represent your brand – don’t just pick colours you like or choose generic values such as ‘professional’ and ‘reliable’. All businesses should be able to be those things!

However, there are benefits to working with a graphic designer on the visual side of the brand. Not all graphic designers are branding experts, and vice versa, so decide what help you need and find someone accordingly.

If you’re having a big refresh because you’re changing your business model or expanding into a different country/niche/size, then it could be helpful to talk to someone like Christine to make sure that your personal brand still says what you want it to say about you when you’re not in the room.

Likewise, if you’re a big organisation with multiple locations, it can be a good idea to get some help to ensure each office is cohesive in the way it presents itself. Make sure you involve your employees in the process, too, as they’re the biggest ambassadors for your business – or otherwise!

So, what are your thoughts now? Do you already have a personal brand? Let us know in the comments!

You Might Also be Interested in* How to Come up With MSP Content Ideas Your Readers Will Love * Podcast: The Ultimate MSP Guide to Becoming an Email Marketing Hero * Why Consistent Content Marketing is Key for MSP Sales Success

How to Style Your Brand: Everything You Need to Know to Create a Distinctive Brand Identity

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Andrew Wallace leads the team at Smileback, which is now part of ConnectWise. He’s an IT Nation Evolve facilitator and SME and helps drive the broader product management practice at ConnectWise.

An Interview With Andrew WallaceWhy You Need to be in the Room to Talk About EqualityThe first time Vera and Andrew met was at a side event at DattoCon – one of his colleagues invited him to a roundtable discussion about women in tech. The attendees were talking about their experiences and challenges.

Andrew says it was important for him to be there to better understand how men can support women to advance in the industry: “I believe we need to be involved in the cause and see how I can contribute.

“For me, equality and diversity isn’t only the right thing to do, but it makes us all stronger. It makes the industry better. So if I can support, learn and find out more about how I can support women and minorities in the community, I should be there. It benefits all of us.”

A High Point and a Low Point in Andrew’s CareerAndrew admits that he doesn’t pinpoint moments in his past in that way, but definitely a low point for him was when he made the decision to leave his career in journalism. “I like the act of writing, but I don’t like the business of journalism. I didn’t feel that I fit in culturally.

“I had different interests and a different orientation, and it just wasn’t ‘my people’. It was tough, because I didn’t know what else to do.” Andrew finds it easier to identify a win, though: “Early on in my career I worked for a Canadian charity called Athletes for Africa, where we organised a fundraising football game.

“Even though we were a tiny organisation, we got a roster of ex professional footballers and professional musicians to talk part. It was such a success and we raised so much money. And the winning team got to go backstage at a show by Arcade Fire. It was super cool!”

Why High Fives are a Sign of Good LeadershipAndrew admits that he’s not somebody who feels the need to celebrate small wins – he’s on to the next task as soon as the previous one is done. “I don’t care about the high five, physically or metaphorically.

“But I do know that others do, so I need to remember that my staff and those around me appreciate it when we make time to acknowledge success. A friend of mine does this really well – he takes the team out for drinks at the end of a project, so I try to support it in the workplace.”

As Vera points out, people need different kinds of interactions and support, so some want to celebrate and others prefer not to. “It’s a good leadership quality to identify the traits and preferences in each individual, and praise them in the right way.”

Show Strong Leadership in the Way You Support Your StaffImposter syndrome happens in all industries, and the tech space is no exception. Sadly, both Andrew and Vera have had staff second-guess themselves. “I think what happens is they compare their progress to someone else’s.

“So rather than doing that, take time to do some self-reflection. Ask yourself, ‘What do I want? How can I achieve it?’ Think about the practical steps, and ask your manager for help. A good leader will support you with your growth and signpost you to learning opportunities.

“Your success in work is not your whole identity and it doesn’t reflect your worth. Be really clear about what’s important to you and focus on that instead. And if you have an employee who’s struggling, ask them the questions to prompt them. Don’t just give them answers that might not be right for them.”

The Best and Worst Parts About the MSP IndustryThe part of the industry Andrew loves is the community, particularly when they come together for events such as IT Nation Evolve. “I think the sharing of best practices and how willing and open everyone is. It’s a nerd ethos that that underpins all of it.

“I have to share two things about the industry I’d like to change. One is diversity, because obviously there’s a diversity issue. We would see much better and more interesting outcomes for everyone if we were more diverse as a whole.”

Second, Andrew thinks the industry could benefit from being more professional. “That’s in how you talk to your clients, your customer service, how you support them. And internally, consider how to scale and what best practice looks like. How can you be a better MSP leader? Can you take inspiration from other sectors?”

How MSP Leaders can Drive Change for EqualityAs a leader, you need to engage with the issues that some of your team, your colleagues and suppliers are facing, says Andrew. “This is the reality of the world we’re living in, and it’s having an impact on people in the industry now.

“And as leaders, we have both a responsibility and an opportunity to drive that change. To me, that’s the place to start. There aren’t enough people going out and working to drive change, although you guys are with this podcast. So this is a good starting point!”

Andrew, Lenka and Vera agree that these are challenging topics, but as the owner or a senior executive in an MSP, it IS up to you to lead the change. If you’re in a privileged position, acknowledge it and then look for ways to use it to improve the industry.

How to Connect With Andrew Wallace* Smileback * Connect with Andrew on LinkedIn

Mentioned in This Episode* MSP peer group: IT Nation Evolve * Charity: Athletes for Africa * IT conference: Dattocon * IT management software: ConnectWise

You Might Also be Interested in* Podcast: How to Succeed With Excellent MSP Customer Service * Elevate Your Client Retention Strategy with Outstanding Customer Service * Podcast: Who are the New Breed of Customer-Focused MSP Vendors?

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Having run my own MSP, I know firsthand how crucial the relationships between MSPs and their clients are. That’s why I’m absolutely chuffed to share that Global MSP Day is back!

Now in its 8th year, this brilliant event from Barracuda MSP is taking place on Thursday, 5th June 2025, and I’m honoured to once again be part of the virtual lineup.

It’s a day dedicated to celebrating the unsung heroes of cybersecurity—YOU, the Managed Service Providers (MSPs) who keep small and medium-sized businesses protected and productive.

My Session: Best Practices to Connect with SMB CustomersAll MSP owners know that the threat landscape is more complex than ever. Attack surfaces are expanding, and many small businesses are feeling absolutely swamped.

Back when I ran my MSP, I learned the hard way that they need more than just technical expertise—they need a trusted partner who understands their business challenges.

In my session for Global MSP Day 2025, I’ll share practical strategies that I’ve seen work brilliantly for MSPs connecting with their SMB clients. Here’s a peek at what we’ll cover:

Lead with Empathy, Not AcronymsI remember a client once telling me, “Richard, I don’t care about the firewall—I care about sleeping at night!” That was a lightbulb moment for me. Your SMB owners are overwhelmed with managing cash flow, people, and operations.

Start conversations from their world, not yours. Speak in plain English and save the technical jargon for when it truly adds value.

Solve Business Problems, Not Just IT IssuesDuring my years of working with MSPs, I’ve noticed that the most successful ones position themselves as strategic partners. Your clients aren’t looking for someone to merely “sort the Wi-Fi”—they want a partner who can help them grow whilst keeping them secure.
Build Trust Through Regular, Proactive CommunicationThis one’s absolutely crucial. Don’t be the MSP who only appears when something’s gone pear-shaped. Set up regular check-ins, proper quarterly business reviews (QBRs), and ongoing user education. Trust me on this—when clients feel informed and involved, they stick around.
Share Stories, Not StatsIn my experience, nothing resonates more than real-world examples. Share how you’ve helped similar businesses overcome challenges. People buy from people—it’s as simple as that.

Join the CelebrationGlobal MSP Day has become a proper international gathering of passionate professionals working to elevate our industry. There’s a virtual event for everyone, wherever you are:

Americas East Coast – 10 AM EDT
Americas West Coast – 10 AM PDT
Europe – 10 AM BST
Asia Pacific – 11 AM AEST

Grab your free spot here and be part of our global MSP community.

Final ThoughtsAs someone who’s been in your shoes, running an MSP business, I understand the challenges you face. This day is about celebrating your achievements and sharing knowledge that can help you grow. I hope you’ll join us and take away practical ideas you can implement straight away.

Are you going to be attending Global MSP Day 2025? Let me know in the comments!

You Might Also be Interested in* Global MSP Day 2024: Celebrating the Resilience and Dedication of MSPs * MSP QBRs: A Handy Checklist to do Better Business Reviews * Podcast: How to Effectively use Email Security to Keep Your MSP Clients Safe

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The Future’s Closer Than You Think — And These MSP Resources Prove ItIf you’re an MSP leader looking ahead and wondering what the next three years will look like, you’re not alone.

Between the rise of AI, growing demand for co-managed IT, and ever-shifting client expectations, the future of the Managed Services industry isn’t just coming—it’s already knocking.

This week’s Tubbservatory brings together five powerful resources to help you not just survive that change, but lead through it. Whether you’re thinking about smarter sales, building better internal partnerships, or just trying to get your team to leave a voicemail (yes, really!), there’s something here for you.

Let’s dive in 👇

1. Microsoft’s 2025 Work Trend Index: The Rise of Frontier FirmsThis year’s Work Trend Index from Microsoft is packed with insights into the evolving world of work — and it’s essential reading for MSPs.

The standout theme? The emergence of “Frontier Firms” — businesses that are integrating AI not just as assistants, but as autonomous collaborators. The report explores how these firms are using AI to drive productivity, increase agility, and deliver serious ROI.

There’s also a strong focus on workforce upskilling — a major opportunity for MSPs to lead by example and support their clients in navigating change.

✅ Free to download and well worth the read.

Read the report

2. The Financial Freedom Calculator – Are You Building the Exit You Want?Many MSP owners are so focused on day-to-day operations that they don’t take time to consider what their business is building for them personally.

Enter the Financial Freedom Calculator by Laura Cook, an expert MSP exit consultant. This simple but powerful tool helps you calculate what your business needs to be worth to support the life (and exit!) you want.

As Laura wisely puts it: “If you’re not planning your freedom, you’re hoping for it.”

Try the calculator

3. Streamline and Secure Your MSP BusinessThis upcoming webinar by Acronis & Rewst promises real value for MSPs looking to reduce operational complexity and improve margins. Learn how automated cybersecurity can streamline your service delivery, reduce human error, and deliver measurable financial benefits.

Date: 12th June 2025

Tubbservatory: The 23 May 2025 Weekly Videohttps://youtu.be/_ttww91OXoA

4. Apollo – AI Sales Platform to Help MSPs Win More DealsLooking to sharpen your sales process? Apollo is an AI-powered platform designed to help MSPs:

Build smarter pipelines
Enrich data
Use AI call assistance
Execute go-to-market strategies

It’s practical, smart, and could be a game-changer for how you approach sales.

Explore Apollo

5. Uptime Live Returns: See you in London on 25th September 2025One of the standout MSP events of last year is back for 2025! Uptime Live — the brainchild of Jason Kemsley and Bradley Munday — offers fresh, business-focused content, and a speaker line-up you won’t find elsewhere.

If you’re an MSP leader who wants to learn, connect and grow — this is one for the calendar.

Get your ticket

And there you have it — another Tubbservatory in the books!

From scaling with AI and navigating sales conversations, to collaborating with internal IT teams and unlocking the power of automation, these resources are designed to help you work smarter, serve better, and grow faster as an MSP.

Whether you’re planning your future exit, refining your service delivery, or just looking for fresh ideas to stay ahead — there’s something here for you.

What stood out to you most this week? Have you put any of these tools or strategies into action?

I’d love to hear your thoughts — feel free to leave a comment, or better yet, connect with me on LinkedIn and join the conversation with other MSPs in our community.

Until next time — keep pushing forward!

P.S. Don’t forget to subscribe to my weekly MSP Insights email for more industry updates and resources. Sign up at http://tubb.co/nl.

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The 2024 CompTIA EMEA event was held on 21st and 22nd October at the Park Plaza in London. We sent Lenka and Richard along to find out what’s new.

As always, this was a great opportunity to network, hear from inspiring speakers and to find out what CompTIA has planned for its members and partners in 2025 – and beyond!

UPDATE Since we attended this event, CompTIA have been acquired by Thoma Bravo and HIG. These private equity firms have plans to split the organisation. So, from 2025, there will be a for-profit business and a separate non-profit trade association.

This means that the community can thrive, as there will be dedicated teams to focus on each element specifically, including the training and certification side. You can read more about the plans and what it means for the members here.

Deborah Meaden: Key Strategies for Sustainable Growth and ResilienceInvestor, business expert and ‘Dragon’, Deborah Meaden offered advice for MSP’s operating in today’s challenging business environment. The four tips she shared provide a roadmap to balance profit with purpose and allow you to stay ahead.

First, she advises a focus on values and purpose. It’s essential to align your business practices with your core values, especially when it comes to the environment. Second, effective cash flow management is vital. Meticulous planning and regular reviews will make a big difference.

Third, Meaden encourages MSPs to embrace innovation mindfully. Choose tools to enhance your services but don’t compromise on quality. And finally, business success stems from a strong, value-aligned team. Leaders need to foster a workplace that attracts talent who are invested in the company’s mission.

Thomas Reinbacher: Mental Health, Depression and Managing Wellbeing in a High-Stress IndustryThomas Reinbacher’s CompTIA EMEA presentation was a reminder to MSPs to prioritise mental health. And that’s for themselves as much as their employees.

Because it’s not only essential for longevity in the industry but also a step towards a healthier, more resilient workplace. He shared four key tips:

The Importance of Recognising StressKnow your personal limits. It’s critical for MSPs to identify and manage stress to avoid burnout.
Self-Care and BoundariesThomas openly shared about his own experiences. He recommends establishing boundaries to protect mental health. And acknowledging that being constantly available can lead to exhaustion.

3.Recognising Symptoms of Mental Health IssuesMSPs need to stay vigilant about symptoms of problems in themselves and their teams.Warning signs of depression include:

Insomnia
Irritability
Lack of concentration
Supportive LeadershipLeaders should engage genuinely with their teams and ask open-ended questions for more honest answers. In MSP environments, where rapid change and high client expectations are the norm, compassionate leadership is crucial for employee well-being.

Todd Thibodeaux: Actionable Insights for MSPsPresident and CEO of CompTIA, Todd Thibodeaux gave an inspiring keynote to highlight the organisation’s latest initiatives.

His vision is to support MSP growth in a rapidly evolving tech landscape through upskilling and community. There were five core messages in the keynote:

Expand Career PathwaysCompTIA has a goal to offer more certifications and close the skills gap. So whether you’re new to tech or a seasoned pro, you can upskill.
Career ExplorationCompTIA now have a Career Explorer tool. It provides a deep dive into IT roles. And for MSPs, it’s a handy recruitment tool to find candidates beyond the usual talent pool.
Modular “Expansions”This is about adding “expansions” to existing certifications. For example, someone with a Security+ can add an AI-specific module.
Commitment to Vendor-Neutral TrainingCompTIA remains committed to vendor-neutral certifications.
Industry Influence and Community SupportCompTIA has global reach and a unique approach to reinvesting revenues into free events and community support.

Were you at the CompTIA EMEA event? What were your highlights? We’d love to know, so please share in the comments!

Videos from CompTIA EMEA LondonWe’ve also compiled a list of the dozen or so videos we recorded live, at CompTIA!

Check them out in on YouTube in the playlist below.

You Might Also be Interested in* CompTIA ChannelCon 2024: Key Takeaways on MSP Growth * Podcast: Best-Kept Secret to Global Leader: The Remarkable Evolution of CompTIA * CompTIA UK&I 2024: Remarkable Insights for Excellence and Innovation

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How do you feel about networking? Love it, hate it or avoid it at all costs? Unfortunately, if you’re an MSP (managed service provider) owner, then you’re also the face of your business.

And that means that potential customers need to get to know you in order to decide whether or not to work with you. If you’ve met me in person, you might think I’m a confident networker. But that wasn’t always the case. I’ve learned to be better at it, and you can too.

How to Get Better at NetworkingFirst, you need a mindset shift. Networking isn’t about finding people to sell to, although you’d be forgiven for thinking it is. So many events expect you to sell yourself from the start.

And as an IT services provider, you may also think that there are better ways for you to find new clients. Or maybe you’re happy with where your business is now, so growth and future planning aren’t priorities for you.

So I’m going to challenge both of those assumptions. First, think of networking as a way to build connections with other business owners. Spending time with them and getting to know what they do, as well as letting them do the same with you, means you can both make helpful referrals.

Second, I’d say that no matter how comfortable you are with your business today, things can and will change. Your clients will retire or sell on their business. New MSPs will come on the scene, and they’ll be nimble, future-focused and happy to embrace new technology. They will overtake you.

Third, you might be surprised by who you meet at events. If you go with a willingness to collaborate, all kinds of opportunities can open up. For instance, I’ve been able to put together courses on finding customers with a sales trainer giving advice on closing the sale. And a PR expert helped me help my clients find speaking gigs.

Finally, by showing up regularly, you’ll build connections that become friendships. And then you can be vulnerable and ask for support and advice when things aren’t going so well. You’ll know that you’re in a safe space to do so.

Find a Networking Group That Works for YouNot all networking groups are created equal. And if you feel that it doesn’t work for you, or you’ve had a bad experience, then I’d say you’ve been to the wrong event. Have you ever said any of these things:

• We’ve tried networking, and it doesn’t work for us
• We meet the wrong people
• It’s a waste of my time
• I’ve nothing in common with the people I meet

Yes? Then it’s time to revaluate where you’re spending your time! Post-pandemic, online networking is thriving, and that’s a good thing. There’s no stressful commute or struggle to find a parking space. You don’t have to take hours out of your busy day to travel to and from the event – you just turn up on Zoom five minutes before the start.

And the other advantage is that you can meet people from around the country; indeed, from around the world, and you don’t even need to leave the office to do it. So before you write off networking entirely, I’d encourage you to take a look at the groups out there now. You might be pleasantly surprised. And remember, you can ask your peers for recommendations.

Why You Need a Plan for the SessionsAnother reason MSP owners struggle with seeing results from networking is that they go in without a plan. If your prep focuses on your 60-second pitch and getting your business cards together (does anyone still use these? I’d love to know!) then you might not have a plan for the day.

So before you go, decide what your goal for the event is. Do you want to meet business owners in a particular sector? Then check out the attendee list before you book up, so you know there’ll be the right people there. Similarly, you might be looking for someone with a certain skillset to help you in your business.

Have a look on social media to see who’s posted to say they’re going, and make sure you announce your attendance too. This is a good way to see in advance who’s going, and you can do a bit of research on their companies beforehand.

Have a system for the day to make a note of who you meet, what they do and how you might help them. Listen carefully to what they say and ask questions. Don’t make it all about you! Remember that everyone loves to talk about themselves!

And don’t forget to put time in your diary for any follow-ups! If you promised to make some introductions to people already in your network, do it straight away. Connect on LinkedIn with anyone you want to stay in touch with, and send a personalised note with it.

Have you found this article useful? If you’d like to learn more about business networking for geeks, then check out my book of the same name. And please share your tips in the comments! We’d love to know what works for you.

You Might Also be Interested in* Why You Should Make Time for Networking as a Busy MSP Owner * How to Network Effectively: Tips for Before, During and After * Why Business Networking is a Powerful Tool for Techs

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In this interview, Richard Tubb speaks to Todd Thibodeaux, President and Chief Executive Officer of CompTIA, a nonprofit organisation that supports MSPs and IT businesses.

An Interview With Todd ThibodeauxUPDATE Since this interview was recorded, CompTIA have been acquired by Thoma Bravo and HIG. These private equity firms have plans to split the organisation. So, from 2025, there will be a for-profit business and a separate non-profit trade association.

Todd’s Journey with CompTIATodd started his career early on, with a part-time job at a lumber yard aged 12. After briefly considering becoming a welder, he found a job at the Electronic Industries Association.

“And when I left, the job at CompTIA opened right up. I’ve been with the organisation 16 years now, and I love it. I’ve travelled the world. And I get to see the latest tech developments, which I’ve been passionate about since I was a kid.”

Todd also shares what he’s proudest of from the last 16 years: “It’s probably the events. Because when I started there was only one community organisation, and they didn’t see a need for another one. So we built our community and events together, to better serve MSPs.”

CompTIA ResearchCompTIA have their own, in-house research team, who produce helpful reports for MSPs. As Todd explains: “We do the longitudinal studies that other people won’t do, to provide people with tracking information.

“So a priority for us to repeat studies year after year so MSPs can see how things change and spot trends. Plus, we look at the state of the IT industry, growth and other factors.

“And we survey our membership, too. This allows us to really dig into customer behaviour, how services are delivered, adoption rates and so on. And we don’t do these on behalf of anyone else, so we can be independent. Our reports are free to access, too.”

How can MSPs Stand Out From the Competition?Todd admits that it’s not easy to stand out in any industry. “But it’s easy to find out whether someone is a good actor or not. Ratings and reviews give customers information to make a decision on a business.

“But to really prove that you’re the right choice, is to provide good service over a long period of time. Understand your clients’ needs and introduce new solutions that will help them. Don’t add unnecessary services to their package just to make more money from them.

“Always put the customer first and show that you want to help their business. Ultimately, you differentiate yourself by the way you treat your customers over a longer period of time.”

Todd’s Approach to Interviewing CompTIA Event GuestsIf you’ve ever seen Todd interview people on stage, at CompTIA ChannelCon or other events, you’ll know how good he is at getting them to share valuable insights. But surprisingly, he doesn’t do much prep beforehand. He shares his approach, which might be useful if you want to have a podcast, video show or even run events.

“I draft a few questions to get me started. But I don’t want to know too much about them, because I prefer to be spontaneous. That lets me get some really good answers from them. And it creates better engagement.

“So my key tip is to ask questions that will interest you and the guest. You’re trying to find common ground, and keep the energy high. And you NEVER disagree with your interviewee. Let them shine, because they’re the VIP in this situation.”

Todd’s Advice for Future-Focused MSPsNot everyone embraces emerging technologies, says Todd. “But some people really embrace it, and look at is a competitive advantage. They get their information direct from the companies. They’re not relying on their vendors to educate them about what’s new.

“You can’t always prepare for new developments, though. Because sometimes there’s a period where there’s an influx of new technology all of a sudden. AI was like that. But they open up opportunities people had never seen, so you need to be adaptable.

“And our responsibility is to do the research and educate MSPs. That’s what CompTIA strives to do. We make sure our members are kept informed. But we’re not here to support people who don’t want to grow. We support the people who embrace the future, so we give them the tools to grow.”

Emerging Tech MSPs Should be Excited AboutThere are a few emerging tech solutions that Todd is excited about. “Of course, AI is one of the big ones. It’s virtually free right now, so how can you use it to increase productivity and lower costs? What about using it for automation?

“But the curve doesn’t move as fast as you think. Sometimes there are tiny iterations that can compound to make a big difference. For instance, Sophos are always developing new innovative tools and capacities. So look for tools you can use on a daily basis.

“Think about the systems you and your clients need within your businesses. Because I think there’s some incrementally innovative new technologies that are different from things that exist today. And these will change how people operate.”

How to Connect With Todd Thibodeaux* CompTIA * Follow CompTIA on LinkedIn * Like CompTIA on Facebook * Follow CompTIA on X * Connect with Todd on LinkedIn * Email Todd

How to Connect With Me* Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk on iTunes * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Episode* Peer group: The Tech Tribe * Peer group: Network Group * Peer group: SBSC Northwest * CompTIA ChannelCon
Tech Event: Consumer Electronics Show hosted by the Consumer Technology Association * Richard’s interview with MJ Shoer, CompTIA’s Chief Community Officer * Richard’s interview with Rob Rae, Pax8‘s Corporate Vice President of Community and Ecosystems * Cybersecurity Framework from the National Institute of Standards and Technology * Richard’s interview with Tracy Pound, Managing Director at Maximity and CompTIA board member * Electric generator: ECAT

You Might Also be Interested in* CompTIA ChannelCon 2024: Key Takeaways on MSP Growth * Podcast: Looking into the Mindset of a Successful, Modern MSP * Pax8 Beyond EMEA 2024: Growing Community Beyond the Cloud

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Tubbservatory Round-Up – Tools and Resources for Your MSPEach month, Richard Tubb explores the web to find the best resources, curating a fresh selection for IT Managed Service Providers (MSPs) looking to thrive.

Welcome to the Tubbservatory – a vibrant video series that showcases handpicked articles, podcasts, events and more, all tailored for IT leaders.

Introducing the Tubbservatory Round-Up #34, your guide to the October 2024 edition! We’ve compiled this month’s must-see episodes for you to enjoy.

Check out the links to these essential resources at the end of the post.

This month, we’re exploring cybersecurity, the latest gadgets, must-read books, cold-calling strategies, and AI’s impact.

Tubbservatory: The October 2024 Round-Up VideoTubbservatory Round-Up #34: October – Week 1#1 Solving the SIEM Problem: A Hard Reset on Legacy SolutionsA webinar that caught my attention is Solving the SIEM Problem: A Hard Reset on Legacy Solutions from cybersecurity specialists, Huntress.

MSPs are bombarded with cybersecurity information like firewall data, system logs and endpoint events. So Security Information and Event Management, or SIEM for short, is designed to make sense of it all.

This on-demand webinar from Zuri Cortez and Seth Geftic of Huntress explores the origins of SIEM, the challenges MSPs faces today, and how your MSP can filter out the noise without compromising security.

#2 From First Impressions to Lifelong LoyaltyCustomer loyalty is like an Olympic record. You have to work hard to earn it, but you have to work even harder to keep it.

So a wonderful resource that I’d recommend to MSPs is From first impressions to lifelong loyalty: A Guide on How to turn customer delight into revenue growth.

This free guide from AnswerConnect helps you nail your first impression, keep customer support human and increase your revenue. Definitely worth a download!

#3 reMarkable Paper Pro | Launch eventIf you missed it, the reMarkable Paper Pro event launch was, well, remarkable!

If you’re not familiar with the reMarkable devices, they are electronic tablet devices that feel like paper to write on, and help increase focus and productivity.

I’ve seen a number of MSPs using reMarkable devices in client and peer group meetings, and they are very useful.

Check out the launch video and be prepared to put this gadget on your wish list.

#4 Recommended Books for MSPsA book that has been recommended to me is Our Iceberg is Melting: Changing and Succeeding Under Any Conditions by John Kotter and Holger Rathgeber.

In Our Iceberg is Melting, a simple fable about penguins encapsulates vital truths about embracing change and illustrates how adaptability can yield prosperity, while resistance can lead to peril, in an ever-changing world.

#5 Pax8 Beyond EMEA 2024We are just days away from Pax8 Beyond EMEA 2024 in Berlin, Germany!

Promising to be one of the most valuable events on the European MSP calendar, Pax8 Beyond EMEA promises to help MSPs to master cybersecurity, learn how to grow your business, and elevate your capabilities over three days of immersive, groundbreaking sessions with leading industry speakers, MSPs and vendors.

I’ll be in Berlin along with Team Tubb, so if you’re going, leave a comment below so we can say hello!

Tubbservatory Round-Up #34: October – Week 2#1 Cold Calling ScriptsCold-calling often gets the cold shoulder when it comes to Managed Service Providers, still, for an MSP who has just started up or who doesn’t have a whole marketing team to bring in inbound leads, cold calling is a powerful tool.

So, this compilation of Cold Calling Scripts for MSPs from Next-Gen PSA platform SuperOps is valuable.

These scripts are now available to download for free.

#2 UptimeLIVE 2024: Key Takeaways from an Exciting New MSP EventIf you missed the recent Uptime Live event in London, then you missed out on a ground-breaking new style of business strategy events for MSPs.

But, never, fear, because we’ve put together a round-up of all the videos, speaker summaries and news from the event for those who couldn’t make it live.

Kudos to Bradley Munday, Jason Kemsley and the whole team at Uptime for putting together an event that I think sets a new bar for channel conferences.

#3 Gender-Balanced MSP Says It Now Looks More Like CustomersNews that a female-led MSP has achieved a 50-50 gender split in its leadership team in a development it claims will hand it a “differentiated position” in an increasingly digital-driven market.

Wanstor this week appointed Candice Arnold as its Chief Revenue Officer, meaning its top team now comprises three women and three men, reports Doug Woodburn at IT Channel Oxygen.

Wanstor says efforts to increase the diversity of its workforce will help the London-based Microsoft partner more closely resemble its client-base.

#4 LinkedIn Suspends AI Training Using UK User DataThe BBC reports that LinkedIn has suspending training using it’s Artificial Intelligence engine on UK user data after regulator concerns.

The Information Commissioners Office stepped in after LinkedIn quietly opted users into their data being used to train its AI models.

#5 London RoadshowThe Huntress team continue their big UK roadshow with a big event at the OXO Tower in London on Wednesday 30th October 2024.

These roadshow events are getting great feedback for their community approach, with lots of peer-to-peer networking between MSPs who are focused hearing the latest cybersecurity insights.

Registration is now open to all MSPs!

Tubbservatory Round-Up #34: October – Week 3#1 How to Spot a Phishing Email in the Age of AII consider myself a fairly cybersavvy geek, but even I will admit that some of the recent phishing attacks I’ve received have been really convincing.

Cybercriminals are now using AI to generate their phishing attacks. So I’d highly recommend the eBook “How to Spot a Phishing Email in The Age of AI”

Cybersecurity specialists Hornetsecurity have used data analysis from their Security Lab to highlight real-world examples of how AI is changing phishing emails.

This free eBook is now available for download.

#2 Your Go-To Source for IT Business Guidance, Resources, Classes, Events, and MoreTalking of great resources, one of the email newsletters I subscribe to and highly rate is MSP legend Karl Palachuk’s Small Biz Thoughts.

One of the most popular newsletters in the channel, each week Palachuk gives IT business guidance without the fluff.

#3 Get to Know Bob BurgAnd talking of legends, a huge personal influence on me and so many other IT professionals has been Bob Burg, co-author of the book “The Go-Giver: A Little Story About a Powerful Business Idea”

Well, Arlin Sorensen of ConnectWise, and Peter Melby, CEO, New Charter Technologies, recently sat down to get to know Bob Burg, and you can now view their conversation online.

If you want to hear how adopting a giving mindset has transformed business operations and personal lives for so many MSPs, then check out this conversation.

#4 Eclipse Wholesale Marks 20th Anniversary With Sand ArtworkCongratulations to UK-based Eclipse Wholesale who celebrated 20 years of business this month!

Eclipse is a North-East-based channel first connectivity provider founded by Managing Director James Drake in 2004.

Twenty years on, and the company are a real UK success story. To mark the achievement, the team headed to the beach to create an artwork in the sand. Congratulations, James and team!

5 AI for Creators: Amplify Your Content, Maximize Your ImpactWednesday, October 30th 2024 is the date for a Brit & A Beard!

That’s right, Ian Anderson Gray and Jeff Sieh are hosting “AI for Creators: Amplify Your Content, Maximize Your Impact” in Manchester.

If you’d like to know how to use AI to revolutionise your content strategy, then tickets are now available!

Tubbservatory Round-Up #34: October– Week 4#1 The CISO Script: How to Talk to Business Leaders About Security RiskCyber risk continues to be a concern for business leaders, but how do MSPs have the right conversations with clients about cybersecurity?

I’d recommend checking out The CISO script: How to talk to business leaders about security risk.

This resource contains a script and a presentation template from Barracuda’s MSP CISO, Riaz Lakhani. It will help you discuss cyber risk with clients.

Definitely worth checking out.

#2 AI in the Workplace | Friend or Foe?A podcast that caught my ear is Resistance is Futile, the Sceptics Guide to AI from Dave Foulkes and Jamie Claret.

Claret is an MSP owner, and so many of the conversations he and Foulkes have are very relevant to IT businesses who are interested in Artificial Intelligence.

Go and check their show out!

#3 Katie Milligan, CCO Openreach, on Women in Tech, and is the Sky/CityFibre Deal Bad for Openreach?Richard Tang, CEO of Zen Internet, shares a fabulous interview he recorded with Katie Milligan, CCO of Openreach.

Katie shares her own journey as a woman and mother of a young child in an industry with a significant majority of men, particularly in tech and leadership roles.

Plus, Tang gets Milligan’s insights on the state of the Broadband market, and more!

#4 Recommended Books for MSPsFeel like you have no control over the leads and sales that come through your business? Waste a lot of time on unsuitable leads? Then here’s the book for you!

“Content Fortress: A Simple Content Marketing Strategy That Helps You Attract Customers You’ll LOVE to do Business With.” Written by Martin Huntbach and Lyndsay Cambridge, it’s a great guide on consistently attracting the kind of clients MSPs love to work with.

#5 Must Attend Event for the IT ChannelThe Managed Services Summit North hits Manchester on November 19th 2024.

It features conference session presentations by industry speakers. And the Summit will also provide opportune networking breaks for delegates to meet with potential business partners.

Registration is now open.

Links to the Resources Mentioned in This Round-Up

From Week 11. Solving the SIEM Problem: A Hard Reset on Legacy Solutions 2. From First Impressions to Lifelong Loyalty 3. reMarkable Paper Pro | Launch event 4. Recommended Books for MSPs 5. Pax8 Beyond EMEA 2024

Mentioned in Week 21. Cold Calling Scripts 2. UptimeLIVE 2024: Key Takeaways from an Exciting New MSP Event 3. Gender-Balanced MSP Says It Now Looks More Like Customers 4. LinkedIn Suspends AI Training Using UK User Data 5. London Roadshow

Week 31. How to Spot a Phishing Email in the Age of AI 2. Your Go-To Source for IT Business Guidance, Resources, Classes, Events, and More 3. Get to Know Bob Burg 4. Eclipse Wholesale Marks 20th Anniversary in the Sand 5. AI for Creators: Amplify Your Content, Maximize Your Impact

And Week 41. The CISO Script: How to Talk to Business Leaders About Security Risk 2. AI in the Workplace | Friend or Foe? 3. Katie Milligan, CCO Openreach, on Women in Tech, and Is the Sky/CityFibre Deal Bad for Openreach? 4. Recommended Books for MSPs 5. Must-Attend Event for the MSP Channel

How You Can HelpAs we close out Tubbservatory Round-Up #34, it’s time to gear up for November!

Have something valuable to share? Whether it’s a useful tool, an insightful article, or a smart tip, drop it in the comments below. Let’s keep the ideas flowing—your input is invaluable!

You Might Also be Interested in* UptimeLIVE 2024: Key Takeaways from an Exciting New MSP Event * TubbTalk 157: Looking Into The Mindset Of A Successful, Modern MSP * Tubbservatory Round-Up #32 – August 2024

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Mental health is an important topic for us here at Tubblog. In fact, it’s so important for us that Richard invests in an in-house mental health expert to support the team! You can find out more about the fabulous Polly Brennan on her website.

We all struggle with stress and mental health occasionally – and at work, it’s never been more important to show your team that you care about their wellbeing.

And, that’s not just because poor mental health could have an effect on project outcomes! A mentally fortified, confident, and happy team is one that’s always keen to get into the next challenge. You’re managing a team of ambitious people who seize training and career opportunities with gusto and self-poise.

However, many people are struggling to find this confidence, and to balance their stress and anxiety levels in the workplace. In fact, various pieces of research suggests that most people are increasingly finding work more stressful and exhausting. And they are struggling with pressure, anxiety, and depression.

As an MSP and an employer, you have a duty of care to ensure your people are supported no matter what they do for you. That can include making sure they have accessible resources to help manage mental health, relieve stress. Or a simple thing like time off for headspace.

How to set up a ProgrammeHowever, setting up a mental health programme or support scheme isn’t an exact science, and it can be tough. After all, we all have different wants and needs. For some, it might simply be enough just to cultivate a culture that welcomes open discussion about mental health problems.

So, in this guide, I’ll take you through what an MSP mental health programme might entail, why it’s worth setting one up, and how you can get started. I’ll also recommend a few apps and services that the Tubblog team has already got behind. These are tools we’ve already used ourselves behind the scenes.

Ultimately, prioritising your mental health has never been more important. Because you and your team should always feel comfortable and empowered to speak up and openly about things that worry or overwhelm you.

What is a Mental Health Programme?A mental health programme is a plan or initiative set up by a business to prioritise the mental wellbeing of its staff. It could:

Help people open up about what’s bothering them
Offer direct programs and counselling
Provide stipends to help people find help outside of work

Regardless, programmes don’t have to follow any fixed shape or pattern. It could be a floating, holistic set of activities that people can pick and choose from as they see fit. For example, people in your team might choose to use journal apps, or take personal time to meditate.

Or, you might even introduce mental health aspects into personal development plans to help people check in with themselves while developing professional skills.

A Good Mental Health ProgrammeRegardless of the shape it might take, a mental health programme should be accessible, flexible, and exist to help make life easier for those who work with you. You should never set up a programme purely to hit targets or tick boxes – don’t be disingenuous.

If you have a few ideas about what you might want to include in your programme, there are some handy templates out there that you can pick apart and build upon. As mentioned, there’s no correct plan of action – talk with your employees and find out what they need.

To start, take a look at Mind’s collection of Wellness Action Plans. The mental health charity has put together three digital packs that workplaces and remote or hybrid teams can use to help support each other in the workplace.

There are a few forms to fill in, but it’s a fantastic springboard. Mind is a superb charity that works hard to support people and organisations across the UK impacted by mental health struggles. And this is just one example of their brilliant resources.

Beyond this, take a closer look at some of our guides already published at Tubblog. For instance, Richard previously posted a guide to some exceptional mental health resources MSP owners can use to support themselves and those they employ.

Why Set up a Mental Health Programme?It’s never been more important to speak up about mental health. Workplaces that remain tight-lipped and cross-armed to discussions risk developing a culture bogged down by resentment, stress, and unfounded negativity.

Many people struggle with mental health because of work, too. Research suggests that at least 875,000 of us have suffered with work-related anxiety, depression, or stress. That’s just over 2% of the adult working population of the UK. It might not sound like much, but keep in mind these statistics are based on people who are willing to speak up.

Many people might be suffering in silence. People who feel their mental health is suffering at or because of work stand to take more sick days, and others might be at higher risk of leaving companies altogether.

Companies that fail to address the mental wellbeing of their workforces could, therefore, see absenteeism and turnover skyrocket. Moreover, they’re throwing away genuine talent which could burst through if people felt that little bit more confident and comfortable in themselves.

The Benefits of Supporting Mental Wellbeing at WorkWhat’s more, a company that invests in mental health is immediately more attractive to outsiders, such as talented applicants who have been let down elsewhere. However, you must ensure that your programmes are genuine and come from a place of support and kindness.

Having open conversations with your people – even if it just means encouraging them to be more honest with themselves about how they’re feeling – will go a long way. We’re well beyond the days of squashing down mental struggles being a recommended course of action.

More than 75% of managers believe there’s a lack of education regarding mental health in the workplace. What’s more, research also suggests that the majority of workers struggling with mental health either feel embarrassed, are worried about ramifications for their careers, or don’t believe their employers are capable enough to help.

These shocking statistics paint a pretty stark picture – that businesses need to not only do more to acknowledge employees’ mental health, but that they also need to create a safe, open culture free from judgment and repercussions.

A great way to kickstart this, of course, is to build a mental health programme!

Steps to Setting up Your Own Programme Again, you might use Mind’s brilliant templates to help you get started. But remember that there are no right or wrong answers to setting up your own mental health programme. You don’t even have to formalise any kind of structure unless you feel it might help others.

That said, formal action plans (or even those drawn up roughly) are great for accountability. They’ll also help you make sure that your workplace supports people with mental disabilities as outlined within UK employment law.

So, here are a few steps you could take to draft your own mental health programme to support your managers and employees moving forward.

Get Buy-in From Business OwnersDi you run your business with partners, or have a number of stakeholders or shareholders? Then ensure there’s buy-in from any decision-makers in the firm.

Very few will turn down the chance to support mental health in the workplace. But going ahead with a new initiative or programme without consulting the key players isn’t a great plan!

Lay out a plan with objectives and make sure you get signed or recorded permission to move ahead – and then you’re clear to plan further.

Set Aside a Budget and Plan for Roles and ResponsibilitiesIf you intend to supply your staff with equipment, apps, or stipends so they can access their own mental health resources, you’re going to need a clear budget. This is a key conversation t0 have with the decision-makers.

Make sure to budget for any outside support or training you bring on board, too. Look carefully at your financial projections and think carefully about what you can feasibly afford at this moment in time.

There are also free ways, of course, for you to manage elements of such a programme.

For example, you could simply change elements of your personal development plans, build meetings around mental health discussions, and encourage people to be more open with you.

It’s also a good idea, however, to get support on side from people willing to help launch your programme. This might be current staff or managers, or partners in your business.

Are there elements to your scheme that you could delegate to interested people? What skills and talents could you make use of from within the company to get mental health projects off the ground?

Consider an open call for help from your team. The incentive? A fully operational and supportive mental health programme.

Invest in Self-Help ResourcesThere’s no reason why you have to manage or oversee all of the resources and tools that staff can use within your mental health programme.

For example, use some of your programme budget on setting up apps and services they might use in their spare time.

Some of the best apps – which I’ll take a look at with you below – work on a solo basis. So, team members can simply log in and record how they’re feeling. Or even discuss what’s going on in their lives with a chatbot.

This line of planning might be particularly useful if you want to support those who don’t feel confident enough to speak up.

This way you introduce helpful resources to them, and they might eventually speak with you about the help they need.

Look at the Bigger Mental Health PictureMental health doesn’t start and end with feeling down or stressed occasionally. There are lots of different triggers and factors that can exacerbate long-term feelings of depression and anxiety.

Therefore, take the time to dive deep into the different factors that could be causing mental health struggles for your team. Consider sending an anonymous survey throughout the company to ask about what areas of their lives produce the most stress or worry – with no pressure to complete.

For example, with the results, you could find some people are worried about money or career prospects. You could, therefore, build some areas of your programme around upskilling – which could increase salaries and senses of wellbeing.

Otherwise, some people might struggle with feelings of worthlessness or body dysmorphia. In which case, you could bring on board counsellors or workplace therapists. Or, you could even set up gym memberships or nutritionist sessions for people who want to feel better about their bodies.

Regardless, always make sure to tread carefully, and don’t assume that you know all the answers to the problems people are going through.

Train Managers on Mental Health Red Flags to Look out forIf you’re the owner of your MSP, it’s reasonable to expect that you might not always have complete oversight of your programme’s initiatives at all times.

Therefore, take time to make sure the managers and supervisors who will be supporting your staff have the knowledge and tools to prioritise their mental health.

This, again, doesn’t have to be an exact science. Simply keeping everyone on the same page and getting the workplace behind the concept of an open, supportive mental health culture will likely be enough for many managers.

That said, it’s a good idea for everyone to learn more about what mental health problems might look like, and why it’s important to discuss these matters.

You could create regular workshops with your team where people might feel comfortable exploring their feelings. Don’t make it compulsory – rather, make it clear what your sessions will involve, and what people are free to talk about when they attend.

Set up Charity InitiativesOne of the best ways to improve mental health is to get better connected with others and to do good. Of course, there are many different struggles that people will be going through.

But a great way to raise company morale and to inspire the workforce might be to set up charity initiatives for causes that your employees care about.

Invest in Counselling and Space for People to Unwind and ProcessWe all need time and space to unwind and process complex thoughts and emotions. Therefore, consider making a special space at your workplace purely for people to retire to when they need to take a few moments away from projects.

You could also invest in in-house counselling or therapy. This could be very useful for people who don’t have access to therapists outside of work, or who are keen to learn more about therapy but are unsure about the best steps to take.

There are no right or wrong ways to build a mental health programme at work. What’s most important is you listen to your team and colleagues. And, show that you genuinely care about what they’re going through.

For more insight and advice, take a look at our guide on how to promote positive wellbeing at work.

Useful Tools and Apps for Mental Health ProgrammesTo close, I thought I’d take a quick look at some fantastic mental health apps and tools that have helped many of us here at Tubblog.

You could invest in any of the following to support your mental health programme. Whether it’s through guided use or to encourage people to explore on their own.

We’ve broken down each of these resources further in separate guides on the blog, too. So make sure to check out the more detailed reviews if you’re interested!

MindDocMindDoc is a superb mental health ‘companion’ – it’s a free app that asks you daily questions to help you check in with your wellbeing and mood patterns.

For people who feel they are struggling to control mood patterns and manage their thought processes, it’s a fantastic way to help lay out things in a neat, analytical perspective.

It could be an app you roll out across your workforce – and I highly recommend the paid version for extra features.

Check out what Richard has to say about MindDoc here.

WoeBotPardoning the clever pun, WoeBot is an exceptional piece of AI that lets users explore the root causes of anxiety and depression through cognitive behaviour therapy techniques.

Specifically, it’s a great platform for people who might not feel comfortable talking with others about their problems to chat without fear of judgement.

This chatbot listens to what you have to say and can be extremely helpful in overturning moments where you might feel particularly low or helpless.

I think it’s a great little app that you could roll out as part of a mental health programme. And you can dive into more about its features with our complete WoeBot review.

MoonbeamMoonbeam is a piece of wearable tech that I personally absolutely love. It’s a wristband with two simple buttons – one with a yellow button that you press when you feel positive, and a blue button that you press when you’re feeling low.

The wristband then connects to an app on your phone that helps you to monitor how you’re feeling across the day, to spot patterns, and to start understanding certain triggers.

It also doubles as a great little pedometer and a sleep tracker, too. Because regular exercise and a healthy sleep schedule are both important when trying to manage your mental health.

The Moonbeam One wristband is available for a one-off cost of £49.99 at the time of writing, with a free app. Read our Moonbeam review for a more detailed dive into what to expect.

DAREThe DARE app is a free resource that people struggling with anxiety can use to get swift help at a moment’s notice. And offers audio training and SOS programs that can help you manage attacks as and when they arise.

It’s a great resource to use when you feel overwhelmed or overcome by negative emotions and thoughts. Specifically, it plays a ten-minute piece of audio that will help you recentre yourself and regain perspective.

It’s free to download but offers a subscription service, too. This unlocks more features and tools that you and your team can use for months to come. I think it’s a great resource you can budget for in your plan, and if you’d like to know more, start with our full DARE app review.

Re-Timer Therapy GlassesLet’s close with another piece of intriguing wearable tech. Specifically, Re-Timer therapy glasses – which work with the principle of light therapy.

Light therapy can help ease some of the symptoms you might experience during the change of seasons. And it can even support you on the way to building healthier sleep patterns.

Each pair of glasses costs around £179 at the time of writing. The glasses emit gentle light and energy around your face to help rebalance your eyes – and your mind, too. They can even help to boost your energy levels!

Whether you suffer from seasonal affective disorder (SAD) or jet-lag, Re-Timer glasses could be a sound investment – and even for the whole team in bulk. Learn more with our Re-Timer Light Therapy Glasses review.

There’s no Better Time to Prioritise Mental Health in the WorkplaceCreating your own mental health programme for the workplace can be tricky . But, provided your intentions are clear and honest, and you have support from likeminded people in your team, you’ll be on track to creating a more supportive atmosphere for discussions and self-management.

We all struggle with mental health sometimes – and please don’t suffer in silence. Take a look at the advice and resources I’ve suggested above. And, as always, if you have any questions or advice of your own, we’d love to hear from you!

You Might Also be Interested in* Why Time off is Vital for MSP Leaders’ Mental Wellbeing * Invest in Mental Health for Happy MSP Team * Why You Should Encourage Your MSP Employees to Switch off on Holidays

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Is your workplace a mentally healthy one? Sometimes, it’s not always so easy to tell from the outside. So how can MSPs prioritise mental health at work.

You might have a super-productive office, and you could be delivering a fantastic service to clients – but not everyone is so open to talking about how they’re genuinely feeling.

After all, running an MSP or even being part of a managed team can be tough at times. It’s not easy to just leave mental struggles and strong emotions to one side when you’re up against tough deadlines and increasing workloads.

It is, however, easy to forget about the importance of mental health and wellbeing when you’re faced with everyday pressures.

A mentally healthy workplace is one that’s happy, motivated, and truly committed to its values. However, it’s rare to find a workplace that has absolutely every single mental pressure ironed out and in check!

As part of our ongoing commitment to our readers, we’re helping MSP owners and operators take steps to think carefully about the stresses and struggles they might be going through – and those that could be affecting their teams, too.

In fact, focusing on your workplace’s mental health is a genuine investment – and in this guide, I’ll share with you why that’s the case, and how you can start taking some fantastic steps to protect yourself and those you work with.

Why Invest in Mental Health at Work?Let’s be clear. We all need help sometimes, and it’s never unhealthy, weak, or shameful to ask for it. We are beyond the age of simply bottling up and squashing down mental health struggles for the greater good.

If you ever feel depressed, anxious, exhausted, or overwhelmed at work – or, even outside of it – you are far from alone. Statistics from a couple of years ago show that around 875,000 of us struggle with work-related stress. That, of course, is also only the number of people who are open about it.

Of course, acknowledging that you aren’t alone in any problems you’re facing isn’t to downplay your struggle. It should, however, indicate that there is still a burgeoning need for people in UK workplaces to find more adequate support and guidance when it comes to mental health concerns.

That doesn’t always fall to you as a manager, nor does it fall to the individual employee! It does mean, however, that we could all benefit from more open conversations, and perhaps all be more willing to discuss how work affects our mental health, and vice-versa.

There are tons of great things you can do to support your teams – and yourself – when it comes to workplace mental health. I’ll run through these with you towards the bottom of this guide – and in the meantime, please do check out Richard’s fantastic guide to mental health resources for more insight.

Right now, however, let’s explore a few reasons why investing in mental health at work could be so beneficial for your business and the people who help you run it. Remember, investment doesn’t necessarily mean having to physically purchase or supply resources for your team – it could be as simple as just opening up a dialogue.

You’ll Normalise Important ConversationsIt’s so important to make sure everyone feels heard and understood at work. Otherwise, you’re at risk of creating an environment where people can feel lonely, vulnerable, and uncomfortable sharing their feelings.

Normalising important conversations – by giving people space and opportunity to talk about themselves – can help encourage self-confidence. It’s also a great way for you, as a manager, to learn more about what you could specifically invest in to help your team.

You’ll Inspire Greater Confidence at WorkAs mentioned, opening a mental health dialogue is a good way to inspire self-confidence. However, it’s also a fantastic way to help people seek out self-help and learn how to manage complex feelings and emotions.

Investing in mental health at work tells people that what they think and feel is completely valid – and that there are people available who can help them.

This, in turn, can lead to a more proactive, happy, and secure workforce!

You’ll Relieve Some Harmful StigmaThankfully, we are now mostly beyond the idea that mental health is just something you bottle up and put to one side. Over the past decade, there have been more and more public initiatives created to help people talk about what’s concerning them.

Mental health charities such as Mind and organisations such as CALM and the Samaritans work tirelessly to help challenge this perhaps unspoken narrative that you need to “suck it up and carry on” – it’s an obsolete idea that’s perhaps tied to this idea of keeping a stiff upper lip – “mustn’t grumble!”

And yet – we should grumble! The stigma surrounding mental health worries, that you’ll be seen as weak or that they suggest you’re incapable is no longer conducive to a healthy workplace, or even a healthy society.

Let’s start talking about stress and mental health without prejudice. Because, frankly, we all have internal struggles – and by investing in resources and support to help people speak up, you’ll be helping to untangle years of built-up resentment.

You’ll Inspire PeopleSo many of us set goals and ambitions and struggle to achieve what we really want out of life and work. What’s stopping us?

Much of the time, it’s about self-belief. Promoting positive mental wellbeing in the workplace – perhaps by simply coaching people or asking your team to check in with a chatbot – can help those who are struggling with imposter syndrome realise their true potential.

Simply changing the way you give feedback to people could help those struggling with confidence to understand their true worth and the positive effects they have on your business. It’s not always easy to see the positivity we bring to our work on paper!

Helping people to realise these factors and to clear a little headspace could help them open up new paths and goals they might otherwise have felt they weren’t capable of heading for.

Depending on the struggles people are facing, helping to inspire fresh ambition can take time – which is why it’s just as important to be patient.

You Could Upskill Your WorkforceAs a knock-on effect from the above, it’s entirely possible that a mentally healthy workforce could be more receptive to learning new skills and talents. This means you could open up all kinds of new opportunities within your business that some employees might not have even considered.

Some of us hold back from training and development because we might not feel that we are worthy of the attention, that we have too much on our plates already, or that we simply worry about failure.

More than 40% of us worry about failing at least 20% of the time. It’s something lots of us are going through – and, again, this statistic only accounts for people who feel comfortable enough to open up about how they feel.

Support your workforce with mental health matters, and you might find more people start to open up to new opportunities within the company. You could develop personal development plans that check in with your team regarding their mental health, too, so you’re not just helping keep their career development on track.

You’ll Demonstrate a Duty of Care to Your EmployeesAccording to UK legislation, all companies must show a duty of care by effectively adjusting workplaces so that they can support people with disabilities – that, in many cases, can include mental health conditions.

By investing in employees’ mental health, you’ll ensure that your MSP is keeping in line with employment law. However, I want to be especially careful and clear here – this should not be your primary or sole reason for supporting mental health in the workplace.

It is, however, a helpful knock-on effect – demonstrating that you are running a business that genuinely cares about the wellbeing of people who keep it ticking over.

That’s going to go a long way for people who are already working with you, and will encourage others who may not feel supported elsewhere to join you. There are many great advantages to being a mental health champion!

You’ll Reduce Potential AbsencesIt’s thought that millions of us end up missing work each year because we struggle with mental health issues. In fact, it’s possible that as many as 18 million work days, total, are missed because people are struggling to manage their minds.

By supporting mental health more openly at work, you could reduce the number of absences and sick days used across the year. Instead of leaving your employees to manage their mental health on their own and potentially missing work as a result, you could provide a support network they can rely on and avoid getting ill.

Of course, this isn’t an exact science – but by investing in workplace mental health and at least opening the door to conversations, it stands to reason that many people will feel more comfortable working through their problems in the workplace.

You Could Retain TalentThe same strategy applies to turnover. Some people who are genuinely struggling with mental health and who don’t feel their workplaces are supporting their needs could look for other opportunities.

Statistics claim that up to 59% of people leave or plan to leave their jobs because of mental health issues, or those related to general wellbeing.

By investing in mental health support and resources in-house, you’re giving people more of a reason to stay. You’ll not only support their professional development, but will also give them guidance and coaching if they start to feel overwhelmed.

Employee Performance Might ImprovePeople who feel better about themselves and who have greater control over their mental health could start to improve in other areas of their life and work, too.

It stands to reason that someone who feels more confident and capable is more likely to put in a great standard of work. They’ll want to do their best – motivation will improve, and therefore, the quality of work output you can expect will improve, too!

Again, I want to emphasise that simply investing in workplace mental health for the sake of boosting employee performance is not the best strategy to take. Be sure to invest in your people’s health because you care about them.

You’ll Build a Fantastic Reputation as a Supportive EmployerI’ve mentioned this briefly, but it certainly bears repeating. By investing in your workplace mental health, you’ll build a solid outward reputation as a company that genuinely cares about its people.

That means you’ll attract talented people who might have struggled with their mental health previously, or who might feel that they’ve been let down by other employers.

Given that you will have a support network and tools in place to help them, you will be in a fantastic position to help these employees and to ensure they achieve their goals – and simply do their best.

How can You Invest in Mental Health in the Workplace?I’ve covered the whys, it’s now time to look at the hows. Of course, the way in which you invest in workplace mental health will likely differ from case to case. No two MSPs are ever the same, after all!

Therefore, I’ve brought together a few quick tips you could use to start planning out your workplace’s mental health support strategy. Consider these to be general points you can adapt to your own ends as you see fit – and, if you have any tips or strategies of your own that you’d like to share, please do let us know!

Make Mental Health Resources AccessibleTo start, consider deploying a range of mental health resources that your team can access at any time. For example, there’s a range of apps you could install and sign your team up for that they can use on breaks or during personal development time.

It’s also important to tailor any one to one coaching or development meetings you have in mind to focus on mental health management. Don’t just focus on work performance – ask your team if there is anything you could do to support them better.

Consider employing a counsellor, for example, who people can turn to in times of stress and anxiety. It’s sometimes good just to have an opportunity to talk things through in privacy and confidence.

Consider Whether or not You’re Doing Enough Within Recommended ParametersNow’s a really good time to look carefully at employment law expectations and to see what other MSP owners are doing to support people’s mental health. Why not ask for advice from people in your professional network – and canvass other managers and business owners?

Otherwise, it’s a really good idea to check into online guides and checklists to see if there are ideas you can use to support people at work. For example, this guide from ACAS suggests perhaps changing roles and responsibilities for certain people, setting up a job share scheme, or adapting to more flexible hours and working patterns.

What’s vital is that you bring together these resources, but always make sure you ask your employees how you can help them. Don’t make bold assumptions!

Be sure to develop a clear action plan, too. Consider the resources you want to deploy, the budget you’ll need, and the people you might need to support your new mental health program.

Invest in Mental Health StipendsIf you’d prefer your team to explore help channels on their own, or you feel it would be more beneficial to do so, consider offering a grant or stipend benefit for specific mental health products or services.

For example, you could offer a benefit to help your employees look for off-site therapy or meditation resources. You could provide aromatherapy vouchers, credit to use on mental health apps, or even spa grants.

Again, it’s worth canvassing your team to get a good idea of the types of support that are likely to benefit your people the most – then, consider funding their access to these resources.

Sometimes, all that’s standing between people with mental health struggles and the help they need is, sadly, money. Be the change that they need!

Build a More Positive, Open CultureWhen you say your door is always open to people with worries and concerns about mental health, practice what you preach!

Work with others to create a safe atmosphere and an open forum where people can discuss what’s on their minds in confidence or with others in team building sessions. Ensure that people know you won’t judge or treat them any differently if they come to you with mental health concerns.

Adapt any training schemes you have in place, too. Perhaps, as part of personal development plans, you could introduce checkpoints where you touch base with people along the way. Check in with how they’re feeling – encourage journalling, and if people want to speak privately about issues, let them.

Build Mental Health Checks into Your Risk AssessmentsRisk assessments shouldn’t just account for physical health – but for those triggers that could affect mental health, too.

For example, are there any roles or responsibilities that could cause distress to people? Are there any processes where people might feel under unnecessary pressure, or where they might struggle to perform at their best?

Ultimately, the mental health risks in your workplace will differ compared to others – so, it’s worth looking into a template you could adapt to your own ends.

Here’s a fantastic HSENI example that goes deep into what you could measure to protect mental health at work, and what steps you might take along the way.

Train Your Managers on How to Support EmployeesHaving a strong culture that’s open about mental health is one thing, but you’ll also need managers and supervisors to know how to support people along the way, too.

Consider developing training plans for leaders that helps them to understand why good mental health is so important in the workplace. You could use some of the points from this guide as a starting point!

Do also consider training management on what to look for in people who might be struggling. This is certainly worth the investment – simply because some people might be afraid or embarrassed to speak up.

Make the Most of TechnologyThere’s all kinds of technology you could use to foster better mental wellbeing at work. For example, you could install the Woebot, an AI therapy chatbot that allows people to talk about what’s on their minds without judgment or reproach.

I also highly recommend MindDoc, an app that helps you explore your mental health with a series of open-ended questions every day. It’s available from free, but even at a paid level, it’s a fantastic investment to help your team manage its mental wellbeing.

You could make certain apps and other technology available through stipends, too, as mentioned earlier.

Take Mental Health One Step at a TimeThat’s a lot to take in – but remember, good mental health is a key pillar to success in the IT industry and elsewhere. Prioritising mental wellbeing takes time, and it’s certainly not a one-and-done affair.

Here at Tubblog, we regularly publish posts and guides on how to manage and prioritise mental health in the MSP workplace. For further advice and ideas, I suggest you take a look at our mental health section – which we update regularly with news and resources.

Remember, everyone struggles sometimes, but no one should have to struggle in silence. Take some of the ideas from this guide and start thinking more about how you can help people who might have invisible problems – and, at the same time, start building a healthier, more open workplace.

Don’t push yourself too hard, either. Take a moment, look around you – and breathe. We’re all in this together!

You Might Also be Interested in* Podcast: Mental Health for MSP Owners * Applying an Adventurous Mindset in Life and Work for Robust Mental Fitness * Podcast: What do Mid-Life MSP Owners Need to Know for Better Health and Wellness?

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For today’s article, I’m handing over to guest blogger Vera Tucci. She shares her experiences at the Women in Tech meeetup at the recent Pax8 Beyond EMEA conference in Berlin.

Vera is the COO and co-founder of T-Consulting, an IT services company specialising in cybersecurity. She is a passionate advocate for inclusivity and gender equality.

Richard Tubb.

“Are you here for the Women in Tech event? Welcome; it’ll start soon, and afterward, we’ll serve champagne if you want to stay a little longer.”

If my 24-year-old self had been here, she wouldn’t have believed her eyes. The first time she entered the room to attend an MSP event, it was just her and the marketing manager of the hosting company.

Today, when the elevator doors open and I enter this panoramic top-floor room at The Intercontinental Hotel, Berlin, I instantly feel a different energy.

I’m a little early, yet the room is already buzzing with people chatting, Pax8 representatives welcoming you at the entrance, and the panellists getting ready on stage.

I take a mental note of something: the men. There are plenty of men: MSPs, vendors, and distributors.

This event is going to be different. The topics will benefit us, of course, but they will ripple their effect throughout our industry because they are also here.

The statistics presented are clear: three out of ten people in IT are women, meaning seven are men. And we need those seven participating in the conversion because we also need their championship, and it can only come from understanding us and our perspectives better.

I’ve always claimed that a Women in Tech event isn’t as powerful as it can be without men. A GenZ would say, Pax8 is serving so far.

The Panel Session at the Women in Tech MeetupAt 5.30, the moderator, Michelle Correia, VP of Legal for Pax8 in EMEA, asks us to take our seats. It’s about to start.

In front of us, there are 4 women:

Hayley McSpirit, VP of Microsoft Alliances for Pax8
Michelle Curtis, Worldwide Distribution Leader for Microsoft
Becky Hatton, Head of Business Operations for Mirus IT Solutions
and Dr. Julia Freudenberg, the CEO of Hacker School.

In only 20 minutes, this group of established IT professionals, all at the top of their game, dismantled years and years of beliefs that have impacted all our careers as Women in Tech simply by showing up and being authentic.

Personally, one topic hits very close to home for me.

How do Women get Into Tech?“What is your background, and how did you get into IT?” Correia asks all the guests.

Our panelists have different roles in different organsations, yet three of four share that they have “Fallen into IT.” This means they started their careers in a different industry, coming from a non-IT-related academic path, and have entered this world because of the right chance presented, and – most importantly – they took it.

This is common to many women in the field. Back in “our days” – I know how “boomer” it sounds… I tried to sound younger before, but let’s come back to reality – IT wasn’t an obvious choice for us.

For a long time, a generation of women thought that not having a tech background was a reason good enough to stir away completely from this environment.

The sense of inadequacy was so strong that it prevented us from showing up and sitting at the table even when some of us had already “fallen into IT.”

Among the panelists, Dr.Julia is the only one who chose IT, as she says, through the giggles of the crowd. Of course, we all anticipated it by reading her title in the presentation. But even if IT is her passion, she decided to start a non-profit, Hackers School – which Pax8 supported with a social booth selling AMAZING and nerdy merch throughout the event!

Their mission is to teach kids how to code through online courses supported by IT companies. She’s been in the field for a couple of decades now, and she understands how pivotal it can be to teach kids at a young age that there is a different path they may have never considered before.

Why We Still Need to Encourage Women into Tech RolesWhen Correia dives right in with the question, “Do we still need this conversation?” The group answer is clear: YES. Showing up is essential to fill the still wide and open gap. The lack of women in our industry impacts how companies operate, make decisions, hire, and conduct their business overall.

A diverse environment changes conversations, approaches, and how we see the world.

Hearing that even if you have a background in advertising, like Curtis, or even the military, like McSpirit, you can greatly contribute to the IT world and the organization you work in (or for), it’s a paradigm shift.

Again, it’s Dr.Julia who bursts a laugh out of the crowd when she simply says: “We don’t code with our ovaries! Everyone can do everything! These limits are rooted in our culture, and it’s important to show girls that they can and should show up”.

How do We Advance Women in Tech Leadership?The group doesn’t disappoint when a simple yet important question is asked:

“What is your tip for women to advance in leadership roles?”

I’m overwhelmed and comforted by the replies at the same time. This group of successful women still remembers how it felt at the beginning and generously and truthfully bestow upon us a series of one-sentence takeaways without being afraid to share uncomfortable truths. I could paraphrase them, but they are too good not to share verbatim.

“We feel the need to earn our seat at the table. Be brave, Be bold.”

“Start from school age to overcome cultural bias” (Hayley McSpirit)

“Be a role model [for the women in your organisation]. I use my example of going for leadership roles to inspire other women.” (Becky Hatton)

“Have the conversation of advocating for what you want with the women you lead.” (Michelle Curtis)

Again, Dr. Julia takes us home with a strike of advice that feels more like a Pinterest-worthy vision board/encouragement manifesto:

“Don’t tell girls to be perfect but to be brave.”
“A husband is not a life insurance policy; you must be independent.”
“We must redefine how we see mistakes.”

I’m not sure she fully grasps the energy that runs through the crowd when she decides to end her list of tips with:

“Impostor syndrome is for boys too, but they don’t show it.”

Why Men Need to be Part of the ConversationHonestly, I don’t remember if we collectively nodded, clapped, or had an “a-ha” moment. Maybe it was all of the above.

What I remember is looking at the men around me with a sense of relief that stood with me for the entire conference. We’re not different; we just express ourselves differently.

This subtle but substantial change in how we understand each other could lead to more open conversations and less discriminatory behaviors.

We all have unique strengths, but the common ground around weaknesses creates a united front.

It’s not one vs the other or instead of the other. It’s us, together with our collective sense of perfect imperfection, that can ignite the innovation engine of our companies.

It might sound naive, but I believe this is the ultimate goal of any conference or panel: change the narrative.

As Becky Hatton is awarded the Pax8 Women in Tech award, reserved for Innovators and leaders who advocate for diversity and inclusion, the words “trailblazer” and “Inspiring” are rightfully used.

I take my glass of champagne and look around at the city of Berlin under us; it’s the perfect setting for this moment.

A city once divided now thrives and reverberates the energy that comes from standing together and being united.

And if a trailblazer is “a person who makes a new track through a wild country,” I can’t help but think that I’m not only looking at Berlin. I’m looking at a new era for women in our industry.

We know what we bring to the table; we are surrounded by male colleagues eager to support and champion us, and we have solid examples of leaders who are unafraid to share their thoughts with us.

We have safe spaces where our feelings are valid and respected, and we’re pushed to pursue what’s best for us.

As I take the elevator down to the vendors’ pavilion to officially kick off Pax8 Beyond, I ask myself: “If 24-year-old Vera was here, what would you say to her?”

Be bold. Be brave.

About Vera TucciVera Tucci is a passionate entrepreneur and the COO of T-Consulting, an IT services company specialising in cybersecurity and business continuity. With a background in Political Science, she co-founded T-Consulting and has navigated multiple roles within the company, embodying the spirit of small business growth.

Vera has lived and lectured in the USA, enriching her global perspective. A strong advocate for inclusivity and gender equality, she is also a dedicated communicator, driven by Maya Angelou’s philosophy of leaving a lasting emotional impact.

Connect with Vera Tucci:* Twitter: Vera Tucci * LinkedIn: Vera Tucci * Website: T-Consulting

You Might Also Be Interested In:* Podcast: Co-Managed IT, Cybersecurity and Imposter Syndrome: Top Tips for MSPs * ebook: Women in Tech * Why Ada Lovelace is an Inspiration for Women in Tech Everywhere

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We know that for today’s IT professionals, you have to be adaptable and responsive to the rapid changes in the industry. Otherwise, you could find that your more nimble peers get ahead of you and win the best clients. So now might be the time to move from the MSP model to becoming an MSSP.

Many tech business owners are still making the transition from break/fix to managed service provider (MSP). But the more forward-looking are moving past that. They’re now in the MSSP (managed security service provider) space. And they know that the easiest way to do it well is with an expert partner.

Adding the extra ‘S’ allows MSPs to stay competitive in today’s landscape but before upgrading your service offerings and transitioning from an MSP to an MSSP, you’ll need to build a skilled team, acquire the right cybersecurity partner and invest in a cybersecurity and multi-tenant automation solutions that will help you increase efficiency.

What is the Difference Between an MSP and an MSSP?A standard MSP will offer helpdesk support, monitoring, patching and other updates. Their services ensure efficient IT systems and smooth day-to-day business operations, and manage the overall infrastructure for their clients’ systems. They will use a NOC (network operations centre) and provide tech support, often remotely.

An MSSP has a clear focus on security, and will tend to have a SOC (security operations centre) as part of their provision. This will actively monitor and deal with cybersecurity threats. Depending on the client requirements, this may be delivered 24/7.

MSSP services can be more expensive, so there is also the option to offer a collaboration with another MSP to give them additional, white-label support. This is often a good way for them to have out-of-hours monitoring.

Of course, for the end user, both the MSP and the MSSP are third-party outsourcing partners, so you must be confident in explaining the benefits of becoming an MSSP to your current customers.

So, you might talk about your security awareness training offer, your pen testing solution or how you keep them compliant. It may be that you need to help clients see that they are at risk of a cybersecurity attack, even if they don’t think they are.

Tech and Upskilling Requirements for MSSPsDepending on the size of your current team and the solutions your MSP provides, you might need to think about upskilling. Or you may even be in a position to recruit talent with specific knowledge of cybersecurity.

It’s best to sit down and look objectively at what you have now, before you make any major changes to your services. What are the cost implications for upskilling and recruiting? Do you need to invest in new software or other solutions? What about any compliance requirements for your business?

For instance, you might need to invest in a SIEM (security information and event management) tool. This will give real-time security alerts of both hardware and applications and analyse the risks. A SIEM can manage zero day threats, complex cybersecurity breaches, threat intelligence and behavioural analytics.

Consider Outsourcing and ProcessesWe’ve mentioned 24/7 monitoring – will you outsource this? Perhaps to someone with global offices so your clients can be reassured that there’s a real person proactively keeping an eye on their systems.

Plus, you might need to invest in analytics and reporting tools, so you can keep your clients informed and demonstrate that you’re looking for patterns and changes in their networks.

If you operate in a number of verticals, there may be specific requirements there. We’ve already considered governmental and military contracts, but anything involving healthcare or sensitive information needs to be approached thoughtfully.

And once you’re clear on this, make sure you update all of your business processes. Then, fully brief your employees and make sure they’re on board and have had any questions answered.

Once you’ve done that, speak to your clients. Give them plenty of notice. And if they’re not keen on working with you as an MSSP, signpost them to a trusted MSP and send them off with no hard feelings. This is key for your reputation, future recommendations and the possibility of them coming back.

Key Frameworks to Know for MSSPsWhere your MSSP and your clients are based, as well as the industries you support, will have an impact on the frameworks you need to be aware of.

For instance, if you’re a USA-based MSSP, or you support clients in the States, you need to understand NIST. The National Institute of Standards and Technology has outlined a cybersecurity framework to help organisations ‘to better understand and improve their management of cybersecurity risk.’

They outline five core functions to make this management more structured; these are identify, protect, detect, respond and recover. NIST offers support and guidance to companies of all sizes.

Also for the US, you may be required to provide services for sensitive industries that must operate within a defined compliance framework such as HIPAA (Health Insurance Portability and Accountability Act) or SOX (Sarbanes-Oxley Act) for example. Make sure you identify relevant frameworks for your target customer.

In the UK, the National Cyber Security Centre (NCSC) recommends Cyber Essentials accreditation, at two different levels. First, the self-assessment allows companies to evaluate their own information security policies and processes.

Secondly, there is a ‘Plus’ option, with the system independently tested and verified by a third party affiliated to NCSC. Depending on the sectors you support, there might be a legal requirement for Plus accreditation.

Also bear in mind that a smaller company that’s part of a supply chain has a responsibility to all the other businesses within that chain, as well as the end client. This is vital for government or military contracts.

There are also a range of international ISO standards that might be relevant to your customers. For example, ISO 27001 is designed to improve information security management systems.

Potential Challenges for Microsoft UsersIf your MSSP clients use Microsoft Office products, it’s important to be aware of the unique problems they might face. Because the Microsoft shared responsibility model states that customers are responsible for their own data in the case of MS Cloud services like 365 and the fact that Microsoft doesn’t accept liability for any data loss, the responsibility falls to the customer or their trusted IT partner.

So you need to consider what measures you’ll put in place for security, monitoring, BDR (backup and data recovery)..etc, and have a proactive approach to cybersecurity threats.

Email, phishing and ransomware attacks are ever-evolving and becoming harder to spot. If you or your clients aren’t prepared for that, it’s only a matter of time before something goes wrong.

Furthermore, Microsoft SLAs don’t offer coverage for zero-day attacks or viruses / malware that are not “Detectable by popular Antivirus software”, and as cybersecurity experts at Hornetsecurity warn, modern cybercriminals now operate in large organisations and look to use zero-days at every opportunity.

Another consideration in Microsoft environments is the fact that permissions sprawl is a very real thing. The most vulnerable part of any business is the people, and the more staff who have Microsoft admin permissions (or at least “elevated” permissions), the greater the risk of human error is.

So look at what you can do to limit this by better data management, greater security systems and optimising operational processes and costs. If you’re making the transition to MSSP now, research potential partners who can support you with this.

Hornetsecurity Solutions for MSSPsTo help make that research a little easier, check out the offer from Hornetsecurity!

They’ve specifically developed their comprehensive 365 Total Protection offering which offers an all-in-one solution for M365 security, including email security, backup, compliance, and security awareness training. This unified suite simplifies security management, reduces risk and safeguards your clients’ data and communications, ensuring business continuity.

And it’s designed to integrate seamlessly with M365 to provide much-needed layers of additional security and data protection and offers value to both IT administrators and end users.

Alongside that, Hornetsecurity’s 365 Multi-Tenant Manager ensures settings consistency throughout your customer base. This is an important feature for MSSP users looking for a streamlined approach to managing Microsoft 365.

Plus, a central console makes management easy and convenient, giving the perfect blend of data privacy and ease of use. Via the control centre, IT employees can switch directly from email to backup management and more. So this option makes monitoring, controlling, and optimising filters and configurations much easier. An absolute MUST for MSSPs.

What do you think? Can you see the benefits of moving away from the MSP model and finding new opportunities as an MSSP?

You Might Also be Interested in* Podcast: Application Security: What MSPs and MSSPs Should Know for Success * Defence in Depth: Better Results From a Layered Security Strategy * How to Scale Your MSP Without Losing the Personal Touch

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The inaugural Pax8 Beyond EMEA event took place in Berlin on 13-15 October 2024 and TeamTubb were there to network, learn and hear what’s new in the channel.

The venue for the conference was the IHG InterContinental Hotel in Berlin, and Pax8 MSP partners mingled with vendors, speakers and a host of experts from the IT industry.

Pax8 Beyond EMEA: Pre-Event Press ConferenceThe event kicked off with a press conference, with Daniel Skipp of Pax8 PR thanking the delegates, speakers and the media for attending.

He was joined by a panel of Pax8 leaders, including:

Corporate Vice President of Community and Ecosystems, Rob Rae
Phylip Morgan, Chief Revenue Officer, Pax8 EMEA
Channel Chief, Chief Strategy Officer, Ryan Walsh
Elizabeth McIlhany, Chief Product Officer

The panel highlighted the importance of community and building partnerships. And, they gave an update on their future plans and some of their recent initiatives.

Pax8 are committed to innovation and enabling business growth through modern cloud solutions. But to do this well, collaboration is key. They want partners to be involved in shaping the future direction of the company.

So what are the priorities for Pax8? Here are some key objectives:

Expand market reach
Foster strategic alliances
Invest in cloud-based technologies
Support partners to scale their businesses

Nancy Rademaker: The Impacts of TechnologyNancy Rademaker is a keynote speaker and co-founder at Drawify, a Belgian media company. In her presentation, she talked about the profound impact of technology on behaviour, business, and society.

And interestingly, she says that digital technology will become the ‘next normal’ – deeply integrated into daily life.

She acknowledged that tech has grown hugely and rapidly. And human thinking is slower, which is why companies can’t foresee disruptions. So businesses need to adapt quickly and embrace innovation.

Nancy advocates for a balance between ‘high tech vs high touch’. While IT professionals must embrace change and new tech, they also need a human-centred focus. Getting this right means organisational resilience.

Paul Croker: Mental Health for IT ProfessionalsPaul Croker is the founder of 18IT, a security-focused MSP, and a previous TubbTalk guest. He hosted a breakout session that addressed the significance of mental health awareness in the IT industry. Because the channel is so fast-paced, wellbeing can often be overlooked.

And MSPs are often under pressure: they have high workloads and have to stay ahead in the face of rapid change and tech advancements.

So, Paul advocates for open conversations about mental health and for organisations to prioritise mental health alongside business growth. And employees need to feel that they’re in a supportive workplace where they can share concerns.

Finally, Paul says that leaders need to take proactive steps to promote mental health awareness and reduce stigma. This is essential to help employees be productive and have job satisfaction.

Here at Tubblog, we talk a lot about mental health and wellbeing, and have a list of handy resources for you if you’re struggling, or know somebody who is having a tough time.

Libby McIlhany: The Pax8 Marketplace Experience: Pax8 EMEA BeyondFresh from the press conference, Elizabeth (Libby) McIlhany took to the stage on Tuesday morning to talk about Pax8‘s cloud marketplace.

First, she highlighted how the marketplace has been redesigned to streamline operations. This enables partners to deliver tailored solutions to their clients.

And the updates include a more intuitive interface, improved navigation, and custom product capabilities to allow users to integrate their own products and services.

Finally, Libby gave updates on two new tools. The ‘Opportunity Explorer’ leverages AI-driven insights to identify sales opportunities, to help partners proactively address customer needs. And a new quoting tool integrates seamlessly with the marketplace, to simplify the process of creating, branding, and sharing custom quotes.

Juan Fernandez: A Pax8 Partner Shares UpdatesJuan Fernandez is the Global Channel Leader at SuperOps, and we were fortunate to have him on the TubbTalk podcast. SuperOps are a Pax8 partner, so Juan talked about how that relationship helps the business.

He says their current focus is simplifying IT management for MSPs. So that’s features like streamlined automation, advanced security capabilities, and improved efficiency in managing IT operations.

Juan adds that the collaboration between SuperOps and Pax8 means that they can integrate directly with the cloud marketplace to enhance the offerings for service providers.

Plus, updates such as automation workflows and AI-driven recommendations align with Pax8’s commitment to driving growth for its partners.

Were you there in Berlin? What did you think? Let us know in the comments who your favourite speaker was!

Videos from Pax8 Beyond EMEAWe’ve also compiled a list of the dozen or so videos we recorded live, at Pax8 Beyond!

Check them out in on YouTube in the playlist below.

Pax8 Beyond EMEA Travelogue PodcastWe also recorded a live Travelogue Podcast from the show, with Richard, Gudrun, Lenka!

Have a listen to Travelogue: Pax8 Beyond EMEA 24 for some more insights into the event.

You Might Also be Interested in* Podcast: Pax8 Beyond and How to Support MSPs with Cybersecurity * How to Help Your MSP Clients to Stay Safe When Using AI Tools

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This episode was recorded live in Berlin, Germany at the Pax8 Beyond EMEA conference. Rob Rae is the Corporate Vice President of Community and Ecosystems for Pax8.

An Interview With Rob RaeRob’s Thoughts on the MSP Events IndustryRob acknowledges that the MSP event space has changed dramatically since he first started: “Because after IT Nation in November, there were no conferences until March. But today, there’s events all year round.

“And these are a big investment, both for delegates and vendors. I think now there are so many to choose from, things are changing. First, everyone has to elevate their game. Second, it’s introducing a whole new breed of tech providers to the space.

“So some events will disappear. You can’t just sit people in a boardroom and talk at them. They need to have fun and engage with their peers. Event attendees want more for that investment.”

How Business is Going for Pax8 PartnersRob makes a habit of asking MSP owners how business is. And, he says, their response is fairly consistent. “It’s not just the partners here – I ask everyone. Because we’ve built up a relationship and I know them.

“But ultimately, I ask because I want to keep a finger on the pulse of the MSP space. The answer is resoundingly yes. Sure, we’ve had challenges with persuading SMBs to outsource IT, and the pandemic, but overall things are good.

“The one issue is with scalability. Our vendor partners struggle too. They have to make sure they offer enough support and are aware of how things are going. But overall, this is a great time to be an MSP.”

How Vendors are Chosen for the Pax8 Cloud MarketplaceThere are two main criteria for Pax8 when it comes to choosing new vendors to include in their marketplace. “First, we want to offer technologies we don’t already have,” says Rob.

“Second, We want tools that our MSP partners are genuinely interested in. We also keep an eye on trending solutions. And to make sure we do that properly, we’ve introduced Rob Reck as our Chief Trust and Security Officer.

“So he’ll do third-party assessments on potential vendors to ensure they’re properly certified. We want our partners to have confidence in us, that we’ve chosen carefully. And that the vendors are taking security seriously – we’ve done our due diligence.”

The Importance of Community for Pax8 PartnersAll MSPs and vendors should get involved in peer communities. But sponsoring their events now and then isn’t enough. Instead, says Rob, you need to invite them along to your events too.

“For instance, CompTIA have a booth today. We want to work with them as they expand into the European market, so we’re giving them exposure. We want to go to the MSPs where they’re at. And We want to listen and be present.

“And for vendors, they need to be active and positive. Work with the community to help people grow and change. If we all do that, then the whole community will win. No matter what you do, you can help people.”

How to Connect With Rob Rae* Pax8 * Follow Pax8 on Twitter * Like Pax8 on Facebook * Follow Pax8 on LinkedIn * Email Rob * Connect with Rob on Facebook * Connect with Rob on LinkedIn

Mentioned in This Episode* Cybersecurity tech company: CrowdStrike * Cybersecurity tech company: SentinelOne * Security software: TruGrid * Pax8 Chief Trust & Security Officer: Rob Reck * Olympic track and field athlete: Carl Lewis * Businessman and investor: Robert Herjavec * Entrepreneur: Richard Branson * IT certifications and training: CompTIA * CompTIA ChannelCon * MSP peer group: The Tech Tribe * MSP owner and Pax8 Beyond EMEA speaker: Paul Croker * Pax8 PR: Daniel Skipp

You Might Also be Interested in* The Power of Help Through Your Local MSP Peer Groups * Podcast: Pax8 Professional Services: The Benefit of Using it in Your MSP * Why Modern MSPs Should Embrace all Kinds of Networking Groups

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Tubbservatory Round-Up – Tools and Resources for Your MSPEvery month, Richard Tubb searches the web to uncover the most valuable resources, handpicking a unique collection for IT Managed Service Providers (MSPs) striving for success.

Welcome to the Tubbservatory – a dynamic video series spotlighting carefully chosen articles, podcasts, events, and more, all designed for IT innovators.

Presenting the Tubbservatory Round-Up #33, your entryway to the September 2024 edition! We’ve gathered all of this month’s episodes for your enjoyment.

Discover the links to these must-have resources at the end of this post.

This month, we’re diving into Artificial Intelligence, Cybersecurity, must-read books, MSP Outsourcing, Mental Health, and Onboarding essentials.

Tubbservatory: The September 2024 Round-Up VideoTubbservatory Round-Up #33: September – Week 1#1 Ai-driven Lead Generation and Growth Strategies for MSPs From Shane GibsonHow can Artificial Intelligence help Managed Service Providers with lead generation and growth strategies?

Juan Fernandez and Shane Gibson recently ran a boot camp on this topic at the SuperOps Super Summit Virtual, and it is well worth watching.

This session, along with all the other Super Summit Virtual sessions, are now available to freely watch on demand.

#2 Huntress Managed SIEMMSPs know that cybersecurity alerts can get a bit overwhelming. How do you filter the valuable alerts from the noise?

Well, cybersecurity specialists Huntress have announced a SIEM – Security Information and Event Management – solution for MSPs.

Huntress SIEM is a cybersecurity solution that provides real-time analysis of the security alerts that are generated by applications and network hardware. Huntress’ 24×7 security analysts and Smart Filtering technology then streamline the SIEM lifecycle so that MSPs are presented with vital security data, so that you get a transparent, predictable cost environment to detect and respond to potential security threats.

#3 Recommended Books for MSPsA book I’d highly recommend to anyone pursuing a career in Managed Services is The Tech Nerds’ Guide to Career Success: Seven Proven Lessons to Unlock Your Growth in an IT Services Company by Dan Adams.

Written as a story-form business parable, as well as being useful for IT professionals, I’d suggest this book for any MSP business owners who want to help their staff.

#4 Ireland’s Datacentres Overtake Electricity Use of All Urban Homes CombinedSobering news that Ireland’s datacentres have now overtaken the electricity use of all urban homes combined.

As well as the environmental impact, we need to be aware that electricity is a potential limiting factor in the growth of AI.

#5 Pax8 Beyond EMEA 2024The agenda and keynote speaker for Pax8 Beyond EMEA in Berlin have both been announced.

Taking place in Berlin, Germany on October 13-15th 2024, Pax8 Beyond EMEA is expected to draw over 500 IT service providers, 40 vendors and leading channel experts from across the community.

And the event will be headlined by none other than former Olympic and World Champion athlete, Carl Lewis!

Tickets are still available, and I hope to see you in Berlin!

Tubbservatory Round-Up #33: September – Week 2#1 MSP Outsourcing: The Buyer’s GuideIt’s no secret that I’m a huge advocate for Managed Service Providers focusing on their core competencies and embracing strategic alliances with other technology companies, but where does an MSP begin when it comes to outsourcing?

Well, Uptime have released The MSP Outsourcing Buyer’s Guide.

The guide offers a step-by-step approach to navigating the outsourcing process, helping your MSP avoid common pitfalls and ensuring a successful partnership that aligns with your IT businesses goals.

This guide is now available as a free download.

#2 Is Your Organisation Ready for Copilot for Microsoft 365?Now, is your MSP Ready for Copilot for Microsoft 365?

Copilot for Microsoft 365 is set to revolutionise daily tasks by assisting with designing presentations, creating summaries, and drafting emails. By accessing documents, emails, and files in Microsoft 365 SharePoint and OneDrive, Copilot delivers personalised results.

In theory, it’s a dream come true; however, this convenience also poses a significant risk: sensitive data might be exposed to unauthorised users, causing major security concerns for MSPs.

Well, Cybersecurity experts Hornetsecurity have released a whitepaper guide on setting up Copilot for Microsoft 365 safely.

MSPs should download this guide to learn how to mitigate risks and ensure data remains secure.

#3 GFI Software appoints CoreTech to ‘energise’ UK ChannelNews that GFI Software have appointed CoreTech to ‘energise’ their UK channel.

Doug Woodburn at IT Channel Oxygen reports that GFI has handed CoreTech control of around 150 of its UK resellers and MSPs amid a change in its local distribution strategy.

CoreTech’s Marino Vigliotti characterised the signing as “huge for CoreTech”.

#4 Revolutionise Your Marketing With AI – Unpacked and ExplainedA podcast that has really caught my ear is AI in Marketing: Unpacked by Artificial Intelligence and Marketing expert, Mike Allton.

The podcast explores how to supercharge your marketing strategy with AI, and breaks down AI step-by-step and show you how real businesses are making it work.

Available now in all good podcast players.

#5 Sorry, Windows is Deleting Control PanelIt’s time to say goodbye to a friend, as Microsoft has decided to uninstall their premier settings app, the Control Panel.

Samtime says a few words about ControlPanel in his latest video.

Tubbservatory Round-Up #33: September – Week 3#1 MSP Business Talk With Daniel EkrothWe kick off this week with MSP Business Talk, a brand new video series for Managed Service Providers.

In this first episode, host Jules Lagae of Barracuda MSP speaks with Daniel Ekroth of TWO Stone IT about growing an MSP business.

Expect new MSP Business Talks regularly, so make sure to subscribe!

#2 We’re Not Machines, We’re Human BeingNext up, We’re Not Machines, We’re Human Beings.

I recently discussed my experiences as an MSP owner and my battle with clinical depression on the For The Health of IT podcast with host Diana Giles.

This is a very personal interview that I hope will help raise mental health awareness in the MSP industry.

#3 Ultimate Guide to MSP Onboarding: 10 Boosts to Drive Retention & SuccessNow, onboarding new employees is a critical process for any organisation, but the stakes are particularly high for MSPs.

So, you’ll want to check out the Ultimage Guide to MSP Onboarding: 10 Boosts to Drive Retention & Success, from Jane Matthews at Wildcat Careers.

Matthews shares steps such as Pre-boarding: Laying the Groundwork for Success, Onboarding Day One, First Steps and More.

This guide is well worth reading.

#4 ChatGPT Empowered AI Voice RecorderNext up, some technology I’m very excited about.

The Plaud Note is a ChatGPT-empowered AI voice recorder.

Plaud Note records meetings, calls, lectures, voice memos, trainings, and classes, automatically generating summaries, mind maps, and other useful information from the recordings.

I can see this little gadget being very useful for an MSP in client meetings, team meetings and other scenarios.

5 The MSP Finance Team BTCC Brands Hatch 2024 MeetupRacing fans will want to mark Friday, October 4th 2024 in their diary, as The MSP Finance Team will be hosting their Brands Hatch 2024 meetup!

Hosts Daniel Welling and Adam Morris are giving this opportunity for MSPs to learn and share with your fellow MSPs and have some fun at the same time!

Registration is now open!

Tubbservatory Round-Up #33: September– Week 4#1 Support Clients 24/7 With an MSP Answering ServiceOut of hours call coverage can be a challenge for Managed Service Providers, so a service that MSPs should be aware of is AnswerConnect.

AnswerConnect are an MSP-focused call answering service that offers 24/7 call coverage to answer calls, gather information, and then log tickets in your Helpdesk of choice, or transfer calls to your engineers.

Additionally, AnswerConnect offer an app, a portal, SMS and email integration to help you keep track of calls.

#2 PitchIT Battle RoyaleIf you missed the recent PitchIT Battle Royal, then you missed some of the top innovators in the Managed Service space!

Hosted by Sean Lardo of ConnectWise, and Matt Soloman of Channel Program, the Third Annual PitchIT Event showcased emerging MSP-focused solutions that will take centre stage at IT Nation Connect in November.

Which innovators were you impressed by this year? Leave a comment below and let us know.

#3 Podcasts Like Never BeforeTalking of innovation, a cool new app I’ve started using is Overlap. Overlap is an AI-powered podcast assistant. Ask it about any topic or person, and it’ll give you a custom podcast playlist of clips relevant to what you asked for.

Overlap is currently only available for iOS.

#4 Smaller Businesses Are the Testbed for Malware – A Look at the Huntress Threat ReportSmaller businesses are the testbed for malware.

That’s what Jamie Levy, Director of Adversary Tactics from Huntress, shared in her recent podcast interview with MSP legend Karl Palachuk.

Levy discussed the 2024 Huntress Threat Report, and the report is definitely one for cybersecurity focused MSPs to check out.

#5 Rated a Top 50 Channel ConferenceOctober 17th-18th is the date, and Irvine, California is the location for the Q4 SMB Tech Fest event.

Hosted by Dave Siebert, SMB TechFest is designed to offer expert topic speakers and products and solutions to put MSPs in the fast lane.

Tickets are now available!

Links to the Resources Mentioned in this Round-Up

From Week 11. Ai-driven Lead Generation and Growth Strategies for MSPs From Shane Gibson 2. Huntress Managed SIEM 3. Recommended Books for MSPs 4. Ireland’s Datacentres Overtake Electricity Use of All Urban Homes Combined 5. Pax8 Beyond EMEA 2024

Mentioned in Week 21. MSP Outsourcing: The Buyer’s Guide 2. Is Your Organisation Ready for Copilot for Microsoft 365? 3. GFI Software appoints CoreTech to ‘energise’ UK Channel 4. Revolutionise Your Marketing With AI – Unpacked and Explained 5. Sorry, Windows is Deleting Control Panel

Week 31. MSP Business Talk With Daniel Ekroth 2. We’re Not Machines, We’re Human Being 3. Ultimate Guide to MSP Onboarding: 10 Boosts to Drive Retention & Success 4. ChatGPT Empowered AI Voice Recorder 5. The MSP Finance Team BTCC Brands Hatch 2024 Meetup

And Week 41. Support Clients 24/7 With an MSP Answering Service 2. PitchIT Battle Royale 3. Podcasts Like Never Before 4. Smaller Businesses Are the Testbed for Malware – A Look at the Huntress Threat Report 5. Rated a Top 50 Channel Conference

How You Can HelpAs we wrap up Tubbservatory Round-Up #33, let’s get ready for October!

Got something great to share? Whether it’s a handy tool, a standout article, or a clever tip, drop it in the comments below. Let’s keep the knowledge flowing—your input is priceless!

You Might Also be Interested in* Elevate Your Client Retention Strategy with Outstanding Customer Service * TubbTalk 156: How To Partner With a Vendor To Grow Your MSP Business * MSP Pricing Models for Profitability, Growth and Client Satisfaction

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Daniel Shone is the Managing Director of Apex Computing, and Chris Gorman is the CEO. Based in the North West, they support their clients with cybersecurity, hardware and software procurement, BDR and consultancy. Here, they share their MSP success story.

An Interview with Daniel Shone and Chris GormanHow Having a Business Partner Leads to MSP SuccessDaniel explains that he and Chris have different skillsets in specific areas that allow them to focus and drive the business forward. “We’re able to pass things between each other as needed. But it’s more of a marathon than a sprint after 20 years!”

He says: “If you choose to work with someone else, it should be someone at a similar stage to you and with a shared outlook. Chris and I are the same age and we want the same things from our business. That shared mission reduces conflict.

Chris adds: “Of course we clash. But we know each other so well and each other’s strengths and weaknesses. We’re able to support each other and have the skills the other lacks. So we complement each other, too.”

Why Strategic Relationships with Vendors are EssentialDaniel explains why he and Chris have worked to cultivate strong vendor relationships: “So, I think there are certain barriers you’ve got to break through when you’re growing an MSP. When that happens, speak to your vendors to see who’s prepared to help you.”

Daniel says that doing this in the past enabled Apex to become a Microsoft Gold Partner, secure MDF funding and get Azure accreditation. “But when you when you’re trying to overcome these hurdles, don’t try and reinvent the wheel. Choose partners that will come on board and give you practical support.”

If this is something you’re considering, Chris and Daniel recommend speaking to your vendors and asking how you can be a better partner to them. Try to help them to reach their objectives too.

How Building a Strong Company Culture Grows a Successful MSPChris says that they’ve worked hard to build a company culture where every employee feels involved. “I’d say our USP is our culture. But how would I describe it? In four words: welcoming, supportive, collaborative, and nimble.

“You can’t just define your culture and values and call it a day. You’ve got to embed them and allow them to evolve over time. We got clear on our values, and then we promoted them so that all our staff understand and embody them.”

Dan explains that the company cultures are displayed around the office: “They’ve become an integral part of the business. They’re not just words – our staff can recite them and live by them every day.”

Why Apex Have In-House and External Cybersecurity SupportWhile Chris and Daniel talk positively about their relationship with cybersecurity outsourcing experts Huntress, they also have their own, internal Head of Cybersecurity. Chris explains why having Nathanial Gill in the role is a game-changer:

“Because it’s pivotal in allowing us to deliver a range of products. When we want to deliver consultancy or security strategy, it makes sense to have someone in-house who knows the tools we use.

“And then there are other things that have to be outsourced, such as the alerting. We don’t employ people to monitor networks 24/7. But Nathaniel oversees all of that too, and keeps the clients in the loop.”

How a Business Mentor Helps with Growth and MSP SuccessFor Daniel and Chris, having a business mentor has helped them to reach a specific goal at key stages of their journey. “For instance, Ian Luckett and Stuart Warwick helped us with financials and growing the SLT.”

Daniel adds: “One thing we’ve learned, though, is if you invest, you have to do what you say. Because you agree objectives with your coach, and they expect you to follow through on them.

“If you can do that, you’ll grow as a business. And each coach can help in a different way and for a short time. Then you outgrow them and move on to someone else. But you don’t have to make a big investment at the start – find something affordable and build from there.”

Why Peer Groups are Worth the Time InvestmentChris sums it up simply: “It’s about being part of a community. You attend events and you start to understand so much more about the industry. Because you see that your peers have faced similar challenges to you.

“Or they’re further ahead, and you can see what might be coming next.And what you’ll find is that everybody is willing to help. Some are open books. We certainly are. When we speak to MSPs, it’s complete disclosure.

“And we’re not unique in that approach. Everybody wants to help, and they will help you. They’re happy to share. But remember that you need to give back. Look for ways you can offer support. Collaboration not competition is key.”

How to Connect With Chris and Daniel* Apex Computing * Follow Apex on Twitter * Like Apex on Facebook * Follow Apex on LinkedIn * Connect with Daniel on LinkedIn * Connect with Chris on LinkedIn

Mentioned in This Episode* IT conference: Dattocon * Podcast interview with Daniel * Scale your business: MSP Growth Hub * IT and MSP Business Growth Expert: Ian Luckett * Helping Ambitious MSPs to Scale to £1m: Stuart Warwick * Cloud marketplace: Pax8 * Cybersecurity stack: Apex Security Sphere * Email security: Sendmarc * Cybersecurity platform: Sonic Wall * IT and security platform: Kaseya * Cybersecurity solutions: Brigantia * Cybersecurity and data protection: Acronis * Enterprise cybersecurity solutions: Threat Locker * Cybersecurity platform: Huntress * IT distributor: TD SYNNEX * Microsoft Gold Partner programme * Microsoft Azure ladder programme * Microsoft Azure infrastructure accreditation * MDF Funding * Apex Computing on YouTube * Daniel Welling of Welling MSP * Podcast interview with Daniel Welling * Darren Strong at Scalable (workplace productivity software) * Podcast interview with Darren Strong * Business expert: Karl Palachuk * Peer group: CompTIA * Peer group: SBS Network Group North West * Peer group: The Tech Tribe

You Might Also be Interested in* SBSC North West: Advantages of Sharing Best Practice Among Local Peers * CompTIA ChannelCon 2024: Key Takeaways on MSP Growth * Why MSP Owners Should Schedule a Mid-Year Review

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David Brereton founded Myson Pages 25 years ago, while most of his peers were operating on a break/fix model. Today, he has 15 employees and supports SMEs with a range of IT requirements. He explains how to run a successful MSP.

An Interview With David BreretonWhy Myson Pages do Managed Services DifferentlyDavid explains that from the very start, their aim was to replicate their offerings for larger businesses and give them to SMEs. “Because at the time, it was all break/fix and the IT companies made a bit of money.

“But we thought the SMEs deserved consistency too. We know that they just want us to look after their IT and limit any problems. In the early days, we used to try to make them into our ideal customers. Now, we tend not to work with people if they don’t fit.”

And David is honest that if customers treat him more as a supplier than as a partner, he’s willing to let them go. It’s not always easy to do, but if an MSP can build a network of clients who’ll stay long-term and become like friends, they’re sorted.

The Company Culture of a Successful MSPThroughout our conversation, David emphasises why his business is more like a family, and that’s why he has a successful MSP. But having recently worked through the Traction model, he’s now defining the company’s values.

“We’ve come up with six. And while the sixth one is only two words, it effectively replaces the other five, because it sums up so well what matters to us: ‘we care.’ It sounds so simple, but we’ve fallen foul of companies that don’t care as much as we do.

“As soon as someone reports a server issue, we all care about the outcome. And we’ve got inquisitive minds. So it’s not enough for us to say ‘OK, fixed that.’ We want to know why it failed and how we can prevent that from happening again. We like to go the extra mile.”

Why Peer Groups are Important if you Want to Grow a Successful MSPDavid explains that he’s been involved in SBSC North West, a Manchester-based peer group, for many years. And he describes it as invaluable in terms of support and encouragement.

“All MSPs should just get involved. If you don’t enjoy it, you’ll only come once. But I guarantee you’ll find a warm welcome, especially at SBSC. I know that people often worry about sharing things with competitors, but it’s really not like that.

“Because it’s really all about sharing and collaborating. I’ve made friends with people I know solely through community events. We’ve never worked together. But I know if I needed anything I could ask and get it. Having backup like that is invaluable. You wouldn’t get it anywhere else.”

How a Successful MSP can Nurture TalentDavid explains that at Msyon Pages, they have external support to nurture talent in the business. They use a company in Gateshead, Baltic Apprentices, to work with new employees to develop their skills.

“All of our new talent goes onto a level 3 apprenticeship, with some then completing level four. And we offer on-the-job training and vendor training. They get 18 months to complete it and most of them do well.

“But I say to them, ‘If you don’t complete it but you’re indispensable to the team, we’ll keep you on.’ And then I ask them what additional training they’d like in order to specialise. Because we’re small enough that people can choose a niche and excel.”

How to Support Employees with Personal ChallengesJust because someone’s work performance is impacted by personal challenges, that shouldn’t be a problem, says David. “They’re the same person. And if you want them to do a good job but they can’t because they’re not in the right place, you need to help them.

“I know from personal experience that life stuff happens unexpectedly. And it gets on top of you. So it’s important to me to offer support. If you can be there, listen and understand and show interest, sometimes that’s enough.”

David says that by engaging with staff and offering support, they start to feel better. And they can ask for help in other places too. “When we’ve had people struggling, we help. They know they’re family here, and they want to stay with us and be happy. As a team, we look out for each other.”

How the EOS Methodology Grows a Successful MSPEOS is the entrepreneur’s operating system. And it’s described in the book ‘Traction by Gino Wickman.’ It works for any businesses, not just MSPs. But as David goes on to explain:

“It’s a way to run things, structure meetings, decide your values, your vision and your journey. However, it’s not a quick fix. We’re right at the start of our Traction journey, and it’s probably going to take 18 months to get to the end.

“But I know I’m not going to run the business forever. So I need a plan in place so the great leadership team I have now can take it forward. It’s shown us what’s important to have a good company, and I’m pleased that we’ve already ticked some boxes ahead of schedule. I’ve got good people and the right culture now.”

How to Connect With David Brereton* Myson Pages * Follow Myson Pages on LinkedIn * Connect with David on LinkedIn * Follow Myson Pages on X

Mentioned in This Episode* Documentation solution: IT Glue * Broadband provider: Zen Internet * Business book: Gino Wickman: Traction: Get a Grip on Your Business * Peer group: SBSC North West and co-lead Robert Gibbons * TubbTalk podcast: Why Personal Branding is Important for Standing out in the MSP Community * TubbTalk podcast: Looking into the Mindset of a Successful, Modern MSP * IT solutions provider: Aabyss * Cloud marketplace: Pax8 * Tech apprentices supplier: Baltic Apprenticeships * IT solutions provider: Enable * Mark Williams at Pensar (IT support) * Cybersecurity distributor: Brigantia * Dan Sullivan at Strategic Coach * Neil Greatorex * Peer group: CompTIA

You Might Also be Interested in* SBSC North West: Advantages of Sharing Best Practice Among Local Peers * CompTIA ChannelCon 24: Key Takeaways on MSP Growth * Podcast: Why You Need to Know the Process of Process for MSP Growth

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The inaugural UptimeLIVE has just taken place, and if you missed it, you missed out! But never fear – we have a round up of our favourite talks for you here!

UptimeLIVE was held at the Business Design Centre near the Angel in London. The full day event, on 17 September 2024, saw delegates come from around the world. And they got a day of learning, networking and fun!

Read on to find out what we learned from Jim Captainino; John Witty; Bradley Munday and Jason Kemsley and the amazing keynote speaker, Levi Roots!

Jim Captainino: The New-Breed MSPsJim Captainino is the founder of Inver UK, which he started eight years ago with a team of consultants, account managers and IT specialists. And he explains this to the UptimeLIVE audience: “We’re “motivated by a desire to differentiate ourselves in a crowded marketplace, focusing on delivering exceptional customer service.”

So how do they do this? Via a “hyper account management” approach, which emphasises a deep, ongoing relationship with clients rather than a transactional, sales-driven model. In short, regular check-ins and proactive engagement. This builds trust and satisfaction.

Inver partner with an outsourced provider for helpdesk and project delivery. Captainino says the decision was influenced by the need for flexibility and seamless integration with their customer service philosophy. And he can customise the outsource solutions to each client.

Mastering Mergers and Acquisitions: John Witty’s UptimeLIVE SessionJohn Witty has considerable experience of mergers and acquisitions (M&A) in the IT and tech space. This allows him to explain honestly the cons as well as the pros for today’s MSPs.

“While M&A can be a powerful tool for rapid growth and market expansion, it carries significant risks and challenges. Yes, it increases your market share and profitability, but there’s a risk of vendor conflicts, cultural mismatch and unhappy customers.”

So what can you do? Plan and execute properly, John says. The benefits for the buyer are clear – if they go about it the right way. Looking to sell? Then prepare well in advance to maximise your value. An on-market corporate financial adviser might help.

Jason Kemsley and Bradley Monday: The Founders’ Journey to UptimeLIVEThe co-founders of Uptime Global and the duo behind the event UptimeLIVE shared their story from the stage. Founded in 2009 in Bradley’s spare room, they evolved their MSP into a channel-only business within two years.

Today, they have 160+ staff who deliver 20,000 support tickets monthly. Uptime remains focused on its three core services: help desk, NOC (Network Operations Centre), and dedicated technical support.

Jason and Brad elaborated on the ‘new breed’ MSPs – they scale quickly by outsourcing key services rather than building an internal team. “Because of this, they can be more agile, reducing churn and managing costs effectively.”

Strong customer service leads to sustained business growth. And they encourage modern MSPs to move beyond basic service delivery to align their offerings with the goals of their clients. The aim? To become trusted advisors in strategic decisions.

“But be aware that however you do this, there are struggles common to most MSPs. It’s easy to get distracted, or to stay in your comfort zone for too long. Realign with your goals to get back on track. You should enjoy the journey!”

Levi Roots Keynote: Be AuthenticLevi Roots shares his inspiring journey with the UptimeLIVE audience. Raised in Brixton by his grandmother, she influenced his passion for food. In his early days as an entrepreneur, Levi faced rejection and doubt but persevered.

So appearing on Dragon’s Den was a big step. And while friends and advisors tried to discourage him, Levi introduced the Dragons – and the world – to his now-famous Reggae Reggae Sauce through song.

But winning the backing of Peter Jones was only the start. The real challenge was learning how to manage the business and build relationships. Through determination, adaptation, and taking advantage of unexpected opportunities, Levi saw his sauces stocked nationally.

And his advice today? “Embrace your individuality and take risks. And follow my mantra (borrowed from Shakespeare): ‘Take the current when it serves or lose your ventures.’” Levi’s story is a testament to staying true to oneself, overcoming obstacles, and embracing calculated risks to achieve success.

You Might Also be Interested in* Podcast: Why Modern MSPs Need to be at UptimeLIVE * How to Measure Profitability to Make MSP Businesses More Robust * Podcast: Travelogue: UptimeLIVE 2024: Business Growth for MSPs

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Time for another Team Tubb Travelogue! This time, Gudrun Lauret catches up with Richard Tubb and Lenka Koppova, who are in London for UptimeLIVE.

Grab a cup of your favourite tea or coffee, relax and join them for a fun conversation about the highlights from this big event.

They share why UptimeLIVE is different from the usual MSP events, the new breed MSPs changing the industry and why the keynote speaker was so inspiring.

Plus… the Team Tubb Travelogue Quiz is back! Can Richard, Lenka and special guest Bradley Munday answer Gudrun’s questions about angels?

What is the TubbTalk Travelogue?These are ad-hoc, bonus episodes of our regular TubbTalk podcast, recorded live at an event. A member of TeamTubb calls Richard and/or Lenka for an on-the-ground update on what they’ve learned and their highlights from the day.

Listen to the Travelogue from UptimeLIVEWhat to Know About UptimeLIVEUptimeLIVE is hosted by Bradley Munday and Jason Kemsley, the co-founders of outsourcing experts Uptime. They provide NOC, SOC, helpdesk and project support white-label solutions to busy MSPs.

The event featured two tracks: one with speakers and the other with deep-dive conversations. There were also plenty of networking opportunities, vendor and sponsor exhibits and an evening reception.

The focus of this event was on business development and growth. And as such, speakers presented on topics such as mergers and acquisitions (M&A), building relationships and peer collaborations.

Were you at UptimeLIVE too? Send us a voice recording with your highlights, and we will add your comments to our next Team Tubb Travelogue!

You Might Also be Interested in* UptimeLIVE: Innovation, Reliability and Scalability for MSPs * Podcast: Why Modern MSPs Need to be at UptimeLIVE

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So hopefully I’ve persuaded you that it’s worth taking time out of your schedule to attend a networking event? Good! Now to share some tips so you can network effectively and get the results you want from it.

I’ve split this into three sections, so you can do some prep beforehand and ensure you follow up properly afterwards.

Before You Attend the Networking EventYou don’t need to do too much prep ahead of time, but it’s worth spending 20 minutes the night before your event to answer these questions.

What’s your objective?As we’ve said in earlier posts, the purpose of networking is not solely to find new clients. However, if you have an offering that you think people will appreciate, it’s fine to go with the intention of promoting it. But don’t be overtly salesy and force it on everyone. Be selective with who you mention it to and listen to what they need first.

It’s preferable to go with a goal of giving rather than receiving. Can you find three people you could introduce to someone in your network? Maybe you just want to practice your intro or you’d like to make five new connections. Set your goal now.

Can you see the attendee sheet?Having sight of the attendee sheet prior to the event is helpful. For virtual events, these are normally circulated along with the Zoom link a day or so before the session. Likewise, in-person sessions often share these with confirmation of date/time/location.

This is great, because it means you often have their website addresses to do some prior research and decide if you want to seek them out at the event. You may also choose to connect with them on LinkedIn ahead of time. Send a personal message to let them know that you’re both attending the same event.

Often the sheet will provide email addresses too. No matter what you do, do not add these emails to your newsletter list! Don’t send people unsolicited emails, either. Find the person on LinkedIn or at the meeting and make sure you have a conversation. If they ask you to email them or add them to your distribution list, then you can do so.

Who would you like to meet?Is there someone specific you’d like to meet who isn’t on the attendance list? Can you find out if anyone who is there can make an introduction for you? If they are attending, what’s the best way to ensure you get a 1:1? Should you arrange it ahead of time? How will you recognise them if there aren’t name badges?

Or would you like to make connections with people in a specific industry? Again, is there an attendee who could refer you? Or is there an industry-specific event that you could attend or even speak at? Who’s the best person to help with that?

Do you need an elevator pitch?The organiser should be able to tell you if you need to introduce yourself to the rest of the group. The elevator pitch (sometimes referred to as a ’60 second pitch’ because that’s how long it should take you) is a succinct summary of what you do and who you do it for.

If you go to a lot of events, you might already have your intro prepared. But if it’s been a while, your business has changed or you’d like to give one tailor-made to the meeting, spend some time rehearsing this before you go.

Remember that you’ll also need to tell people you meet one-on-one about your business. So look at how you can craft a one- or two-line version of your elevator pitch so you’re ready when someone says: “And what is it you do?”

During the NetworkingIf you’re a seasoned pro, maybe you don’t need to think ahead about what you’ll do when you’re at the event. But here are a couple of things you might want to consider.

Joining in ConversationsThere’s nothing more intimidating than facing a wall of suited backs and feeling that to join in would be an intrusion. But for the most part, people will welcome new faces into a conversation. Before you approach, consider the body language. If there are only two people engaged in a deep and meaningful, leave them to it.

But if there are a few people, and you’ve seen others join the group, then be bold and squeeze in with a smile on your face. Listen to the topic of conversation and chip in at an appropriate point – don’t interrupt.

If nobody acknowledges you, introduce yourself to the person nearest you or someone who looks quiet. Event organisers often give ice-breakers at the start of the session so that can be a good opener. Or try my favourite trick – hover around the coffee station. Spilling the milk is optional!

Speed NetworkingSpeed networking doesn’t happen at all events, but it’s a good way to get to know lots of people in the (virtual) room. You might be given a number at the start of the session, and you’re encouraged to hunt out another digit.

Alternatively, speed networking might involve some musical chairs, with participants moving along the table or around the room. The ‘speed’ element refers to how long you have – sometimes it’s only as short as one minute. There’ll be a buzzer of some sort to tell you to move on.

This is where the abridged version of your elevator pitch comes in. Listen carefully to what the other person tells you and offer a solution if you have one. You might want to have your business cards, QR code or other link ready to hand over.

You might want something to take notes on – a pen and paper is probably less intrusive than using your smartphone to jot things down. Definitely don’t record the chat!

Round Table Problem-SolvingA round table set-up is a great way to get to know a smaller group of attendees better. It gives you a chance to have a proper conversation and find out more about their businesses.

The round table sessions are usually one part of a more traditional networking event. There are usually two, or sometimes three. It’s up to the organiser to decide if you stay with the same group for each one or they’d like you to move around.

Also, the topics can vary, but attendees are usually encouraged to share a current challenge and then an ‘ask’ – an introduction or a recommendation. You might also be asked to share a recent win.

It’s useful to plan your questions ahead of time and take lots of notes. But listen carefully to everyone else. Because not only is there a possibility that you can help them, but someone might make a suggestion that you could use too.

Remove Yourself From ConversationsThis is the bit I’m bad at! I’m very British and find it hard to walk away from someone I’ve been talking to for a while. I tend to hope that they’ll leave first or someone will interrupt us.

But you should be proactive if the conversation isn’t going anywhere and there are other people you’d like to meet. You could fake a phone call or excuse yourself to find the loo, the organiser or another biscuit. Or even (pretend to) leave!

Or you could just be brave and say: “It was great to meet you today. Please excuse me as there are some other people I’d like to catch up with.” If the conversation has gone well but you’d still like to mingle, take them with you to join a new group.

What to do After You’ve Been NetworkingPut half an hour or so in your diary to follow up on any actions arising from the networking session. And try to do this as soon as possible after it finishes! That way everything will still be fresh in your mind.

Follow-up ProcessYou might have a standard process that you carry out after each event. That might be things like:

Connect on LinkedIn
Add details to your CRM
Add someone to your mailing list
Type up your notes
Research a tool or other recommendation

Or you might do something different specific to the event you were at. Again, do it as soon as you can.

Future EventsWas this a one-off event or are there regular meetings? Do you need to join or make a payment in order to attend again? If there’s a subscription, look at what’s included and what’s expected of you. As we’ve mentioned before, BNI members have to attend every week or send a proxy.

Get the dates for the next few meetings and pop them in your diary now. Are there any clashes? If so, can you rearrange anything you’ve already got booked in or will you have to skip a certain date? Check now!

Did you Promise Anything?If you promised to do something, no matter how small, make sure you do it as soon as you can. Not doing so makes you look unprofessional and unreliable and can have an impact on your relationships with the other attendees.

Perhaps you said you’d connect with someone on LinkedIn, or offered to make an introduction to someone else. Open your email account and get it done straight away. Likewise, forward any links, useful articles or other resources, either via email or LinkedIn DM.

Or maybe you met someone you’d like to work with in some capacity. You may not have promised them something, but you made a note to send them something as a surprise to show how helpful you are. If so, do that now.

What else would you put on this list? Let us know in the comments!

You Might Also be Interested in* Book: Richard Tubb: Business Networking for Geeks * Why You Should Make Time for Networking as a Busy MSP Owner * Why Modern MSPs Should Embrace all Kinds of Networking Groups

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trigger warning: mentions of suicidal ideation along with poor MSP well-being

Regular blog readers will know that I talk openly about the importance of mental health and MSP wellbeing. I share about my own struggles with depression, and I encourage others to do the same, so they can get the help and support they need.

My friend Diana Giles, who runs an IT company in Oklahoma, is also the host of a podcast, “For the Health of IT’, where she and her guests discuss the unique challenges faced by managed service providers and those in the tech space. I was delighted to be a guest recently, and this article is a summary of our discussion.

Listen to the Original InterviewThe Back StoryI was diagnosed with clinical depression in my early 20s, which is a chemical imbalance in the brain. But after much reflection, I see that those darker thoughts were present in my childhood, too.

At that time, depression, anxiety and mental health weren’t really discussed. And that was the case when I started in my career. Fortunately, things have moved on a lot, and we’re starting to share about how we feel more. That’s so important, because if you’re struggling, know that you’re not alone.

After my initial diagnosis I was prescribed antidepressants, and the way my GP (general practitioner – doctor) described it was that this would rebalance my brain chemistry. So it seemed manageable.

However, in the intervening 20 years, I’ve learned that it’s more nuanced and complex. There’s the physiological side of things, but just like a computer, the brain can be impacted by what goes in. I’ve dug underneath to better understand myself.

My Wellbeing JourneyI started my IT career in a corporate setting, and it quickly became apparent that it wasn’t for me. I struggled with the rigid timekeeping and lack of reward for a job well done.

And at the same time, I was still adjusting to my diagnosis, and there were days when I just couldn’t get out of bed. But a lack of awareness of mental health at that time meant that my managers were not always supportive.

I knew that I could deliver the results, so I set up my own MSP (managed service provider) business, where I could be in charge of my own hours. It allowed me to manage my energy levels and still give excellent service to my customers.

Another lesson I learned early on was that I’m a tech geek and I started my own business to help people. But if you don’t look after yourself first, you won’t be able to help anybody else. And I think that’s where MSP wellbeing can fall down.

That realisation changed the course of my life. If I wanted to better serve my clients, then I needed to prioritise self-care and self-development. And that’s true of all small business owners. You can’t continue to put your customers before yourself.

As Diana says, we’re often guilty of putting pressure on ourselves under the mistaken belief that our clients expect it of us. Here at TeamTubb, I encourage everyone to clarify with me on deadlines – what does ‘urgent’ actually mean?

Because to some people, urgent means ‘drop everything and deal with this now’ and to others it means ‘I’d like this doing in the very near future.’ It’s another powerful lesson we all need to learn.

Managing Your Wellbeing as an MSP OwnerWhen you first set up your MSP, you feel relieved that you’re no longer answerable to anyone else. But of course that’s not really the case. You have obligations to yourself, and also to your clients.

It’s easy, when you first start out, to accept work from anyone who offers. However, the type of clients you work with can mean the difference between having a good time in business, and a bad time. I began assessing who would be a pleasure to work with and who wouldn’t, and disqualified the latter.

Even to this day, I still put myself under pressure and give myself a hard time, although I’ve got better at it. You wouldn’t take it from a client or anyone else, so practice self-compassion and be kinder to yourself.

Diana says being in business is hard enough without adding depression into the mix, and that’s true. But just like I don’t say, “I’ve got asthma so I can’t do this”, I don’t use clinical depression as a label, a reason not to do things.

What it does mean is that I have to be more mindful of my own red flags and manage myself and my workload. For instance, I attend a lot of industry events, many overseas. Being on the road means I don’t eat or sleep as well as I do at home, and I don’t get enough exercise and fresh air. And that’s when the black cloud can descend.

Now I recognise my red flags, I don’t just paste on a smile and try to push through. Instead, I rearrange my schedule to give myself some space, quiet and grace. That’s taken a while, but it’s so important to learn that.

Unhealthy Coping Mechanisms for DepressionDiana has seen that often when people are struggling with depression and mental health challenges, they adopt unhealthy coping mechanisms. That’s different for everybody, but it can involve drinking, taking drugs or other dangerous behaviours.

Certainly for me, I reached for the bottle more times than I care to remember. I went out partying and got into scrapes. And today I can’t believe I did that. But it is what it is, and it is self-medicating. I’m fortunate that it didn’t develop into a bigger problem.

I can see now that it was a way to hide from y feelings. I was distracting myself, and I understand why others do it too. But if you had a pain in your arm, you wouldn’t ignore it. So when you have a mental pain, see that as your body telling you that something isn’t right.

I’ve now lived with my clinical depression diagnosis for 28 years, and I still don’t accept some of the reasons why it happens to me. And I often say yes to things that aren’t good for me – such as taking on too many speaking gigs in a short space of time.

But each time, I get a bit better at saying no, too. I learn a little more about myself and practice more self-care. Maybe on day I’ll finally get everything into balance and understand what it’s all about.

When Poor MSP Wellbeing Moves to Suicidal IdeationDiana shared that a colleague of hers died by suicide at work one day. And sadly, when she set up her own business her first client came to her because their IT provider took their own life.

We know that many industries can create stressful, volatile work environments, but we can only speak to our own experience in the IT sector. The pressure of running a business can build up, and it certainly happened to me.

At one stage, I didn’t think I would reach the age of 40. I believed that the ‘black dog’ (the term Winston Churchill and many others use for depression) would get too strong and I wouldn’t be able to fight it. Even recently I’ve had suicidal ideation.

Rationally, I know that if I can just hold on it will pass. And it does, although sometimes it takes days rather than hours for that to happen. I know that I’ll wake up one morning and feel better. I’m able to compartmentalise it.

But for the people around me who love me the most, it really rocks them. They see me suffer and know I’m in a really dark place. It’s challenging for them, and it’s sometimes jarring when I seem to bounce back so quickly.

Last year, I spoke on stage at a CompTIA event and shared my story. I told the audience that on occasion when they’ve seen me speak it’s taken a real effort to drag myself out of bed and to push away the dark thoughts in order to present.

Afterwards, people were in tears, not knowing how much I’d been suffering. But more significantly, many of them opened up that they too struggled with their mental health and wellbeing. It was scary, but I’m so glad I did it.

Small Steps to Support an MSP to Better Wellbeing“What can we do to help people when they feel like that?” asks Diana. For my part, I have a messaging group of people who know they can ask one another for help. When I first shared my mental health challenges with a friend, he said: “Whenever you’re really struggling, send me a message. I’ll drop everything to talk.”

So now I offer the same to anyone who tells me they’re having problems. You need someone to be a witness to what you’re going through. Someone who can help you get through to the other side.

The author Chris Brogan says, “depression is a liar.” When I’m having a hard time, my wife will say, “This is your unkind brain speaking to you. It’s the nasty version of you saying mean things.” So reaching out to someone who knows you well can reassure you that it’s not true and it’s just your unkind brain.

And if you don’t feel that you have anyone you can talk to, I assure you that you do. But if you’re not ready to open up to them, I urge you to talk to someone. I recommend Mind and The Samaritans for mental health support.

You also need to know what your red flags are, so that you can spot them and address them before things get too much for you. For myself, I created a resilience plan to assess how I feel. That’s things like, am I feeling rundown or being critical of others?

I share this with my loved ones and ask them to keep an eye out for any of these warning signs. They know to point out changes in my behaviour so I’m aware that I might be approaching burnout and a downward spell.

Journalling for Better MSP WellbeingI’ve been journalling daily for the last 10 years, and I highly recommend it. Don’t dismiss it as ‘a teenage girl activity of keeping a diary’! There’s more to it than that. I write down three things I’m grateful for every day. Gratitude is a great way to combat the unkind brain. If the black dog comes along, I can tell it it’s a liar.

I also like to set goals for myself, and plan three things I want to achieve each day. And then by evening, I list three awesome things that happened. And what’s really interesting about journalling is that it helps you to spot the positive events even when things seem to have gone badly.

We’ve all been there – you get a phone call from an irate customer at the end of the afternoon and you feel like your whole day has been terrible. But the act of writing down gratitudes and nice experiences helps to reframe the day in your mind.

Diana shared her own journalling practice is sightly different, but she’s been doing it for the last four years. “Each morning, I write down one personal thing and one professional thing that I’m grateful for. It works for me that way.”

That’s the beauty of journalling – it can be done in whatever way works for you. Jot down three bullet points, or write paragraphs and let it all flow out of your head and onto the page.

Final ThoughtsWhatever role you have in the IT industry, don’t try to do this journey alone. There are all kinds of places where you can find support. As well as CompTIA, there are local peer groups, in person and online events and communities you can be part of.

Places like The Tech Tribe are warm and welcoming, and illustrious leader Nigel Moore has been open about his own mental health. Plus you’re in a safe space with peers who understand the specific challenges of the industry. It’s a lot healthier than sharing on Facebook.

Diana agrees: “There’s something about peer support – people who really get what you do – that really is therapeutic. Even more so than your spouse or others you’re close to – because they’ve had similar issues.”

The number one thing I want you to take away from this is: ‘You are not alone. Reach out and ask for help. There are others who’ve been through this too.”

You might also want to try meditation. It can seem ‘woo-woo’, but many high achievers in the IT industry have adopted the practice. What meditation does is teach you to sit with your own thoughts. To be less judgemental and more mindful.

When you self-medicate, that’s because you’re uncomfortable with dealing with your thoughts. Meditation allows those thoughts to come to the surface and for you to be curious about them.

I’d love to hear your feedback on this one, so please comment below. Have you got any resources you’d like to share? Feel free to pass them on.

Mentioned in This Episode* My book: The IT Business Owner’s Survival Guide * Mental Health Resources for MSP Business Owners * Mental health charity: MIND * Suicide support charity: The Samaritans * IT community group: The Tech Tribe

You Might Also be Interested in* Podcast: Mental Health for MSP Owners * MindDoc – Your Mental Health Companion * Why Time off is Vital for MSP Owners’ Mental Wellbeing * Meditation app: Headspace

The post For Better MSP Wellbeing: We’re Not Machines, We’re Human Beings appeared first on Tubblog: The Hub for MSPs.

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Jason Kemsley and Bradley Munday are the co-founders of Uptime, a white-label, outsourced solution provider. They offer helpdesk, NOC, SOC and project support. They are also the organisers of new MSP conference, UptimeLIVE.

An Interview with Jason Kemsley and Bradley Munday Watch the Video InterviewThe New Type of Managed Service ProviderIn the last decade, Jason and Brad have seen more MSPs outsource some of their tasks. But Brad says: “What we’re seeing now is people who have sold their MSP. And they’re going around again. Alongside them, are non-techy people starting an MSP.

“So for them, outsourcing allows them to spin up. And that saves them the headache of managing a technical team if that’s not their expertise. But people are also more open about using outsourced services. We still white-label, but clients tell their own customers they use us.”

And there’s another benefit to doing that. The business owner is at one remove from any issues and complaints. So they don’t have an emotional response to problems and a need to defend themselves. This lets them look objectively at what’s gone wrong, and creates better rapport with customers.

Predictions for the Future of the IT Service DeskOne of the big shifts in help desk provision in recent years is the person dealing with the tickets. As Jason says: “The second line role is often delivered by the vendor. And that makes sense in many cases.

“For instance, if there’s a problem with 365, there’s only so much you can do before you contact Microsoft. But with an increase of AI tools that can help, that second line isn’t so necessary. And the other change is before the front line – customer service.

“Many people now have a chatbot to deal with and direct queries accordingly. Then there’s an automated process to find a resolution. It’s just important to bear in mind that the chatbot won’t have the technical knowhow. So think about who is helping your clients.”

How to Balance Technical Skill Requirements with Help Desk Customer ServiceOf course, this leads to a difficult balance of great customer service with getting the right responses. But, says Brad, “That’s always been the case. We don’t know what tickets are going to come in, and you need to track escalation.

“So we talk about using automation within your PSA (Professional Services Automation) tool. For example have user-defined fields to create a workflow from concierge to first line and on to the second line. By tracking the escalation, you can use the data to make decisions.

“And that lets you tweak the balance of your help desk. If you’re getting too many escalations, then you need more people doing the triage. It allows you to get a better balance.” Jason suggests assigning both a customer service person and a techy to each ticket, to resolve them quicker.

When to Consider Outsourcing Your HelpdeskOne of the biggest mistakes MSPs make is to focus more on the tech aspects of their business rather than sales. “It’s a safe space, so it’s easy for us to fall back on,” says Jason. But everything starts with sales.

“You need a reliable, consistent and measurable sales funnel that brings in leads. But it’s up to you at what stage you outsource. What I would say is, look at every area of your business and identify an outsourced option for it. That might be marketing, payroll, HR.

“There are lots of good vendors who will help you assess the options without giving you the hard sell. So when a problem does arise, you know which outsourcer you’re going to for help. That’s an outcome perspective, not an emotional perspective.”

What is UptimeLIVE?Uptime LIVE is a business show for MSPs, not the traditional event. “So we’ve dropped the tech side from the agenda,” explains Brad. “Instead, we’re talking about how we all grow as business people. We’ve been running Uptime for 15 years, and we’ve identified pivotal moments where we’ve gone to the next level.

“And UptimeLIVE is a day of focus to help you work out how to accelerate your business growth. But also to work out what that looks like for you. Some people want a million-pound turnover, and others want a lifestyle business. Once you’ve established that, we’ll help you choose the tools that will get you there.”

Where the Idea for UptimeLIVE Came FromBoth Brad and Jason have attended a lot of MSP events, and over time felt that the value was diminishing. So they saw there was an opportunity for them to offer something new. “And we knew that we were at a point where it had to be a bigger scale,” says Jason.

“So we could solve two problems in one. We could provide something really valuable for the community, and we could get our partners together to build stronger relationships with them. We think it’s a perfect combination.

“It’s not going to be profitable for us. Because every penny we have has been spent on things to add to the value for the attendees. We actually found a small kitty we weren’t expecting, so we’ve paid for some arcade machines and things to go in the corner of the room. We’ve invested in the best of everything.”

How Brad and Jason Chose Their Speakers for UptimeLIVEBecause they both felt there was event fatigue in the MSP space, Jason and Brad wanted to do something new and different. They didn’t want to have the same familiar faces. “So we found people who’d helped us accelerate the business, and asked them to speak,” Brad says.

“Some of them ran MSPs, but that was a happy coincidence. We have got the M&A piece covered, because we know people want to buy or sell. And we’ve got a new-breed MSP talking about what their business looks like and how they’ve scaled.

“Ultimately, UptimeLIVE is a day of content, education, leadership and business strategy. So we’ve chosen our speakers, and particularly our keynote (Levi Roots) to address all of those areas.

How to Connect With Bradley and Jason* Uptime * Follow Uptime on LinkedIn * Like Update on Facebook * Follow Uptime on X * Connect with Bradley Munday on LinkedIn * Connect with Jason Kemsley on LinkedIn

Mentioned in This Episode* MSP event: UptimeLIVE * Jason Green, EOS Worldwide * Chef and entrepreneur: Levi Roots * John Whitty, Chairman of Air IT * Book: Anthony Iannarino: Eat Their Lunch: Winning Customers Away from Your Competition

You Might Also be Interested in* UptimeLIVE: Innovation, Reliability and Scalability for MSPs * CompTIA ChannelCon 2024: Key Takeaways on MSP Growth * Podcast: Why Should MSPs Outsource Their Helpdesk for Business Growth?

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Eat Their Lunch: Winning Customers Away from Your Competition

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Did you miss CompTIA’s ChannelCon 2024? Worry not! Here are some of our key takeaways from this year’s event.

CompTIA ChannelCon 2024 took place over two days at the Regency Hyatt in Atlanta, Georgia.

Managed Service Provider (MSP) and IT Solution Provider delegates had the opportunity to network, meet vendors and find out the latest industry updates.

There were a range of sessions to choose from, depending on their interests.

Here are some insights into three of my favourite sessions from CompTIA ChannelCon 24.

Are You Ready for Data?The “Are You Ready for Data” session of CompTIA ChannelCon was a panel conversation, and a great way to hear advice from experts about how data plays an essential role in the managed services.

Involved in this session were:-

Sean Lardo, ConnectWise Evangelist
Lisa McGarvey, VP of TD SYNNEX
MJ Patent, CMO at Logically
Robert Buda, Principal Database Consultant at Buda Consulting, Inc

The panellists explored how an MSP can become data-driven and use it to build meaningful growth.

Of course, it’s not a quick fix, so start with the basics and manage your metrics.

Additionally, the session identified four key areas to consider when it comes to data:

Data is an asset: Use it as a way to make decisions, not as an after-thought. Make the most of the data you gather.
Make ‘actionable intelligence’ your watchwords: DO something with that raw data! Decide what information is important and use it to set goals. Implement processes to improve customer satisfaction and boost your bottom line.
Integrate and standardise: Get a system in place for data entry and record-keeping for data accuracy and consistency. It can be a challenge to integrate data across systems. But it’s critical if you want a clear picture of where you’re headed.
Future trends: Use AI, but with caution. Get the basics of your data management right first, then learn which AI tools will help. And be confident in discarding those that don’t.

Given that data can be such a dry topic, this was a really engaging session, and the panellists did a great job of giving some real-world advice on using data effectively.

The Helpdesk of 2030Jason Kemsley knows a thing or two about helpdesks! His business, Uptime, supports hundreds of businesses with its outsourced and white label solutions.

In this presentation at CompTIA ChannelCon 2024, Jason asked the MSPs in the audience to look to The Helpdesk of 2030.

As everyone in the IT space knows, things change rapidly, and helpdesk services are no different.

Jason’s belief is that second-line support will be absorbed by vendors by 2030. So what can MSPs do now to prepare for that?

Another shift MSPs need to know is that customer service agents will play a bigger part within their companies. And they will be the first point of contact, taking on simple tasks and helping users.

In turn, the tech team can focus on complex problems to speed up ticket resolution times.

Of course, automation will be a big part of this. So, Jason says, get to grips with the AI solutions available and look at how to integrate them now.

Clients will use these AI solution to self-fix some challenges. And alongside that, use automation to prioritise incoming tickets and save time.

An amazing session from Jason Kemsley, and one I have invited Jason to speak further about on TubbTalk Live.

Unlocking the Automation AI AdvantageAnother speaker highlighting the benefits of using AI and automation at CompTIA ChannelCon 2024 was Jamie Claret of Autonomate.

Jamie is passionate about MSPs harnessing their disruptive potential now.

But why does he think that? Well, Jamie says managed services providers can no longer rely on the recurring revenue model that’s brought them success in the past. If you want to stay ahead of the competition, then you need to use AI.

Because we can’t deny that AI is everywhere we turn these days. It’s surprising just how many businesses have adopted it, and how diverse those companies are. Speak to your own clients, and see how many of them use AI.

And as their trusted IT partner, be bold and talk to them about how to use automation to improve their processes. Demonstrate how you do this in your own business. Yes, all of this might require a change in mindset and an investment to upskill, but it will be worth it if your MSP wants to ensure longevity.

Why Your MSP Needs to be Part of CompTIAI’m proud to be a CompTIA member and part of the group since its early days in the UK.

Events like CompTIA ChannelCon really highlight the member benefits. Attendance is free, so you just have to cover travel costs!

As you can see, CompTIA attract world-class speakers every time they host an event.

But don’t just take my word for it, because the data speaks for itself:

There are 2,100+ CompTIA member companies worldwide
3m people have achieved one or more of their certifications
The CompTIA Community Giving programme gives away $150,000 annually
CompTIA offers career guidance to IT professionals at all levels
The CompTIA team provide learning opportunities for people from under-represented populations

If you’re unfamiliar with CompTIA, I’d highly recommend checking out my article on Why CompTIA are the Industry’s Best Kept Secret.

What do you make of the above insights into data, artificial intelligence and automation? Leave a comment below, or get in touch.

You Might Also be Interested in* CompTIA UK&I 2024: Remarkable Insights for Excellence and Innovation * Podcast: How the CompTIA ChannelCon Event Helps MSPs to Build the Impossible * The List of Awesome Events for Managed Service Providers

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Think all networking groups are the same? Think again! With changes in attitude to how and where people work, as well as the kind of events they like to attend, modern networking is not what you imagine. Here are eight different options to consider.

Peer Networking GroupsWe’ve mentioned peer groups in previous posts about networking. Richard credits much of his success as a managed service business owner to being part of peer support groups from early on in his career. And our Community Manager, Stephen, often attends local events.

So what makes these a good idea? After all, aren’t they just full of your competitors, looking to steal your ideas and your clients? Not at all. The IT and MSP space is super supportive and the groups are a safe place to share challenges and wins.

The online MSP membership, The Tech Tribe, also has an in-person element: Local Tribal Gatherings. Members host local and regional get-togethers, where there’s some informal networking, a chat about a particular topic and the opportunity to meet with vendors.

The social aspect is a big part of these, and cloud marketplace Pax8 are the beer and pizza sponsors. It’s free to attend, and non Tech Tribe members are always welcome. There are events happening globally, so you’re bound to find one to suit you.

If you’re looking for advice, a new software solution or just a group of people you can let off steam to, then a peer networking group is a great option. We’ve even compiled a handy list for you! Have a look and see what you fancy.

MastermindsThe term ‘master mind’ was coined by American author Napoleon Hill, featuring the concept in his 1937 classic “Think and Grow Rich.” In the book, Hill recommends finding a group of business owners who can provide mentoring, referrals and inspiration.

He also suggests finding people who are further ahead on their business journey, so they can better support you. A mastermind should only be temporary – have an end goal in mind before you start.

So what does a mastermind look like for today’s MSPs? Well, you can find (or create) a group of people who’ll help you achieve a specific goal, whether that’s financial or otherwise. It can include a mentor who can share their own experiences and guide you to avoid mistakes.

Or you might choose a selection of your peers who you can collaborate with on various projects. You can meet online or in person, and get together as often as you like. Some people prefer weekly, others prefer monthly sessions.

It’s key to ensure that everyone gets their time in the ‘hot seat’. This is a dedicated period of time for them to share a current challenge and receive specific advice. For this reason, mastermind groups are best with no more than six members – four is better.

Network at Industry EventsIf you want to meet new people, then an industry-specific event is a great way to do that. Whether you choose to network in the UK, or decide to stretch the marketing budget to an international conference (Kaseya DattoCon takes place in Florida!) there’s something for you.

Want to find someone to outsource your ticketing to? Then you need to be at an industry event. Think a mastermind might keep you accountable? Find group members at a conference. Need to ask a vendor a question or find a specialist partner? You get the idea!

And don’t forget that many of these global events offer a virtual ticket option too. So if you can’t jet across the pond this year, you can still learn from the experts and chat to your peers from the comfort of your own armchair. Post-pandemic, hybrid event organisers work hard to provide great online socialising options.

But what if you can’t take time out of your busy week to commit to attend a conference? Well, we’d argue that it’s always worth making the time, and not just for the networking.

But if it’s just not possible, then why not look at a one-off webinar instead? These tend to be about an hour long and you can choose a topic that will be really helpful to your current business needs. The group chat is a great place to network and make connections. And remember that

Zoom allows you to download the chat, too, so you won’t forget anyone’s name!

Traditional Style Networking GroupsThere’s still a place and an appetite (pardon the pun!) for traditional breakfast networking events. If you’d like to meet people from a wide variety of businesses and at different seniority levels, then see what’s available.

This is a great way to meet people in your local area if you want to focus your MSP on nearby businesses. There’s definitely scope to find clients, but make sure you go with the aim of being helpful, not salesy.

And another benefit of these events is that you’ll get an opportunity to find out about what’s going on in your region. There may be funding available from the local authority. Or depending on your area, there may be an enterprise agency who offers business advice.

Professional Networking GroupsLarge organisations such as the Chambers of Commerce and the Federation of Small Businesses (FSB) offer networking as part of their membership. While their primary focus is business advice and perks such as legal advice, they do like to host or attend networking events too.

These events can vary greatly: the Chamber often does round-table networking, where you can talk about a particular challenge. The FSB has had women-only and young entrepreneur groups. As they’re both national, you can attend meet-ups in any location once you’re a member.

And as these are always attended by your local representative, it’s a great way to learn what else these business organisations can do for you. If you’re looking for an introduction to a specific local business owner or sector, they can help. The Chamber used to share lists of contact details, but this is probably a bad route to go down!

Finally, there are paid membership groups which focus entirely on networking and referrals. The best-known of these is BNI (Business Networks International), although this is controversial and not universally popular.

The BNI model is that members must attend every week and refer peers in their group, regardless of whether they’ve worked together directly or not. Once a representative of a specific industry (such as an MSP) joins a local chapter, their competitors are locked out.

While this didn’t work for me personally (as a copywriter), I know all kinds of businesses that have seen success at BNI, from social media managers to electricians, music promoters to accountants. Give it a go if you have the time to commit.

Leadership Networking GroupsThere are also networking groups specifically for leaders, C-suite executives and directors of organisations. These are a great way to discuss challenges, growth, finance and more at a high level.

For example, Network Circle is aimed at C-suite and says their events: “bring together the most influential leaders in the industry, providing you with unparalleled opportunities to network with like-minded peers, forge new business relationships, and elevate your professional network.”

Membership of a group like this will also have extra perks – they will have selected partners for insurance, legal and so on. You can choose to be part of an industry-specific group or find one with a wider focus.

And many of these groups are international, so you can network with people across the globe. You’ll get insights into how companies are run in different countries and how you can work with them, should you choose to.

Business and Marketing EventsIf you didn’t already know, the name ‘Tubblog’ gives it away – this site originally started out as a blog for Richard to share his advice with his fellow MSPs and others working in the IT industry.

20 years ago, blogging wasn’t the hot topic it is today, and certainly not in the traditional IT space. However, Richard had been learning about online marketing and wanted to create a resource that would be helpful for his peers and future customers.

As such, he continues to be an advocate for MSPs to attend events outside their industry bubble. Earlier this year (2024), TeamTubb met in person for Atomicon, Europe’s premier marketing conference, to find out the latest in digital, email, AI and social media.

But why do we recommend that you go to something like Atomicon? Firstly, for the learning. As an entrepreneur, you have to wear all the hats in your business, and that includes marketing. Whether you like it or not! So this is an easy way to stay up to date and find potential suppliers, such as Active Campaign for your email marketing.

Secondly, for the networking opportunities. As with many of the other options we’ve looked at, marketing and business conferences are a great way to meet collaborators, partners and future clients. And because many of your MSP peers aren’t at these events, you’re well-placed to become the go-to expert in your industry.

Online Networking GroupsDuring covid, several in-person networking groups decided to move their meetings online. While some have gone back to IRL events, others have embraced virtual get-togethers and grown their memberships into global groups.

For instance, I’ve recently joined the ONLE Network. I have a home group where I attend their monthly meetings, which allows me to really build strong connections. I can also attend other events across the UK and even the US.

Plus, there’s a book club, a wellbeing group, speed networking sessions and monthly masterclasses on a range of topics relevant to business owners. But be warned – you will be expected to have 1:1s at the meetings (randomly assigned) and the masterclasses, so only join if you really like talking to people and are comfortable with meeting strangers.

There is often an online meeting element to more general memberships, too. The Tech Tribe offers a range of virtual events that are open to their members. Anyone who’s attended Atomicon (which is a hybrid event) can join the Atomic membership, which has masterminds and networking included.

You Might Also be Interested in* Why You Should Make Time for Networking as a Busy MSP Owner * Book: Richard Tubb: Business Networking for Geeks * Online or Offline, Networking is Networking

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In this interview, Richard speaks to Ben Rogers, a Sales Manager at CloudBilling. CloudBilling offers a solution that helps MSPs to automate their billing processes quickly, accurately, and comprehensively.

Ben explains how they help MSPs with their billing and support them manage all of their responsibilities, as well the types of clients they work with and what integrations they have.

An Interview With Ben RogersHow CloudBilling Helps MSPsAs a company, the struggles faced by MSPs were obvious. Ben says: “They use manual processes and can’t consolidate data effectively. It’s often in different silos. So we take the complexity out of the billing run.

“Yes, it’s a mundane task. But it’s also your cash flow, and a guaranteed touchpoint with your client. We make things easier by applying pricing rules and automating 99% of your run.”

Ben says that they really understand MSPs and know that billing affects departments throughout the company. “Most MSPs don’t have a billing problem; they have a data problem. So we work to spot gaps and close them. We consolidate it all and find ways to make things easier.”

Why MSPs Don’t Realise There’s a Problem With Their BillingBecause it’s not a very exciting part of running a business, issues don’t get noticed until the customer asks questions. “And that’s when you realise your processes aren’t as efficient as you thought.

“There are a lot of moving parts to running a business and things get overlooked. And that’s especially true in the MSP space, where things change rapidly. So you need to think differently about billing and really make the most of your data.”

Plus, transparency is important. Show them on the invoice where they’re getting a solution for free – such as additional servers. Be on the lookout for upselling opportunities too.

The Tools They Integrate WithBen acknowledges that a typical MSP will use multiple different cloud services. But they make sure that their solution can integrate seamlessly with whichever tool an MSP uses.

“We can pull the data in, apply complex pricing rules and add your products. And we can process data in lots of different ways. Of course, the size of the MSP can have an impact – smaller companies tend to use distributors, for instance.

“So, it can be challenging for them to get the right information into their systems. We can push the data to an ERP or push the invoices out ourselves. And we get contract data from their PSA (professional services automation) tool.”

How to Make Sure You’re not Losing Money With Your Existing SolutionIf you work with multiple suppliers and rely on manual processes, human error can lead to revenue leakage. As Ben says, “I’ve worked with MSPs where £3bn companies use Excel for everything.

“And there will be multiple people within the organisation who have edit permissions for those spreadsheets. If lots of departments are making inputs and data syncs, there’s a lot of room for error.

“Or, perhaps a customer left but the system wasn’t updated – you’re still paying Microsoft for services and don’t realise for months.” Ultimately, Ben says, it comes back to visibility. Do you know what’s going on in your MSP?

How MSPs can use a Billing Tool to Make Life EasierTo make your business processes easier, Ben says start by standardising your offerings. “Because this will lead to automation eventually. Make sure your new products are all sold in a similar way.

“What do your teams spend time on? Are processes well-defined? And don’t take shortcuts. Finance teams are under pressure to get invoices out on time. So they need information from other departments to do that.

“If the company’s large, that gets tricky. So, talk to your team, identify the gaps and look for where you can improve. And once that foundation is there, you can analyse your data and make better decisions.”

The Growth Opportunities With BillingIf you use a billing tool, it frees up a lot of time, says Ben. “From an operational point of view, instead of spending your time on sending out invoices, you can look at other areas of business. For instance, recurring revenue.

“Once you have the billing foundation in place, you have all your data in place. And then you can see what’s coming in and going out. Your invoices go out on time, build better relationships with customers and manage multiple vendors easily.

“As the MSP owner, you can be confident that your numbers are right. You can use the data you have to drive strategic decisions. You’re no longer guessing and hoping for the best.”

How to Connect With Ben Rogers* CloudBilling * Follow CloudBilling on LinkedIn * Follow CloudBilling on Twitter * Connect with Ben on LinkedIn

Mentioned in This Episode* Cybersecurity platform: Kaseya * Cloud marketplace: Pax8 * IT product and services distributor: Ingram Micro

You Might Also be Interested in* CompTIA UK&I 2024: Remarkable Insights For Excellence And Innovation * Podcast: The Most Important KPIs to track for Your MSP Business Growth * A New Data-Driven Marketplace and Other Takeaways from Pax8 Beyond 2023

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Tubbservatory Round-Up – Tools and Resources for Your MSPEach month, Richard Tubb scours the internet to discover the most vital resources, curating a special collection tailored for IT Managed Service Providers (MSPs) looking to excel in their field.

Welcome to the Tubbservatory – an engaging video series that features carefully selected articles, podcasts, events, and more, all aimed at IT innovators.

Introducing the Tubbservatory Round-Up #32, your gateway to the August 2024 edition! We’ve compiled all of this month’s episodes for you to enjoy.

Find the links to these invaluable resources at the end of this post.

This month, we explore open-source intelligence, essential podcasts, AI advancements, cybersecurity, must-read books for MSPs, impactful video testimonials, Operating Systems, QBRs, and the latest on Ransomware.

Tubbservatory: The August 2024 Round-Up VideoTubbservatory Round-Up #32: August – Week 1#1 Osint in the Hands of Hackers (Full Ep) | Security Swarm PodcastOpen-source intelligence. What is it and how do threat actors use it to launch effective attacks?

Well, that’s the subject that is covered in this episode of the Security Swarm Podcast, as host Andy Syrewicze (Andy Sih-REW-its) speaks to Romain Basset, the Director of Technology Strategy at Hornetsecurity.

Open-source intelligence (or OSINT) refers to publicly available information that threat actors can easily gather to launch targeted attacks. This includes social media profiles, online forums, data breach databases, and more.

This is a powerful video podcast from Andy and Romain, and well worth MSPs checking out.

#2 For the Health of I.T.A podcast that caught my attention was For the Health of I.T. by Diana Giles.

The mantra of the show is “We serve better when we are better” and Giles speaks to guests about issues that are important to the physical, emotional and work health of people in the Information Technology industry.

#3 MSP Service Manager CohortHere’s a series of free, public livestreams dedicated to the unsung heroes of MSPs: Service Managers.

Kyle Christensen, Co-Founder of Empath, and MSP expert Todd Kane have joined forces to cover a wide range of topics aimed at fostering growth and success in the service management field.

Taking place each month, these sessions should be valuable to all MSP Service Managers.

#4 Learning, Sharing & Giving BackA book I’ve had recommended to me is Mindset by Carol Dweck.

Our success is not shaped only by our talents or natural ability, but by our mindset. Personally or professionally, we have the power to make change happen, shares Dweck in this book.

Thanks to MSP Call Answering solution AnswerConnect for the recommendation, which is part of their regular Learning, Sharing and Giving Back programme.

#5 Must Attend Event for the IT ChannelThe Managed Service Summit London takes place on September 11th 2024.

Celebrating its 14th year, you can expect industry insights, breakout sessions and networking at this year’s event, and registration is now open.

Tubbservatory Round-Up #32: August – Week 2#1 Tradecraft TuesdayGet Shady and Think Like a Hacker!

If you’re not checking out Tradecraft Tuesday from cybersecurity experts Huntress, then you’re missing a trick.

Led by Huntress founders and members of the Huntress threat hunting team, these sessions pull back the curtain to teach you how hackers hack—and what you can do to stop them.

Free for everyone to attend, these monthly sessions come highly recommended.

#2 Understanding AI with Kelwin Fernandes (Part 1)Everybody is talking about AI, but do you truly understand how it works and what the impact will be on your MSP clients?

In this video series, Robert Baugh of Keepabl speaks to Kelwin Fernandes, CEO of NILG.AI in a digestible and insightful interview series that puts AI in the business context.

#3 Why MSPs Should Be Creating Video Testimonials Over Case StudiesMSPs should be creating video testimonials over case studies, writes Nate Freedman in this article for SmarterMSP.

Case studies are not super effective for MSPs, says Freedman, but video testimonials are.

This article lays out everything you need for a good video testimonial, and is well worth reading.

#4 Portugal Boasts a Vibrant, Growing Channel CommunityPortugal boasts a vibrant, growing channel community, reports Larry Walsh and Maddie Frank of Channelnomics in their latest video.

Portugal is a small market, even by European standards. Yet it has a vibrant community of more than 6,000 resellers and service providers that is growing rapidly through their support of mostly small and mid sized businesses.

#5 UptimeLIVE: Innovation, Reliability and Scalability for MSPsIt’s shaping up to change the way MSP events are seen — Uptime Live takes place in London on September 17th 2024.

With 10+ industry speakers over 15+ value-based sessions, you can gain insights from top professionals actively engaged in the MSP industry and enjoy a strategy-packed agenda with no sales pitches, just real value.

This event promises to be something special — a creative and enriching environment for MSP growth.

Highly recommended. I hope to see you there!

Tubbservatory Round-Up #32: August – Week 3#1 The Magazine for MSPs EverywhereWe kick off this week with news that the second edition of the Bugle MSP Magazine from SuperOps has been released, featuring Natalia Scheidegger, CEO of MSP 3rd Mill, with her gritty story of entrepreneurship.

Also featured in the Bugle are Vera Tucci and her accidental MSP love story, Nancy Henriquez on how being brave can make all the difference, and our very own Stephen McCormick on Essential Tips for Better Customer Service.

The MSP Bugle is available now as a free download.

#2 Every MSP Wants to Know What Others ChargeNow, every MSP wants to know what their competitors charge and now you can with free sales data from 1000+ MSPs worldwide.

Colin Knox and the team at Gradient have put together the MSP Pricing Benchmark Assessment,

The tool is being made available for free to MSPs thanks to sponsors such as Auvik, Barracuda MSP, Huntress, Liongard and others.

#3 The Century’s 30 Greatest Vendor LeadersWho are the Century’s 30 Greatest Vendor Leaders? Well, that’s the question Doug Woodburn of IT Oxygen set out to answer in this huge poll voted on by industry experts in the channel.

From Steve Jobs to Sheryl Sandberg, you may be surprised at some of the names in the list!

#4 FBI Warns Consumers Not to Use Public Phone Charging StationsA word of caution as the FBI warns consumers not to use public smartphone charging stations.

Public USB stations like the kind found at airports are being used by bad actors to spread malware and monitoring software, according to a tweet last week from the FBI’s Denver branch, reported by CNN.

This is a story well worth MSPs sharing with their clients.

5 ScaleCon 2024The wait is over! The Tech Tribe’s first conference is taking place between October 2nd-4th in Las Vegas, Nevada!

ScaleCon24 is a marketing, sales and growth conference for MSPs put together by the illustrious leader of the Tech Tribe, Nigel Moore, and MSP Camp.

Tickets are now available, and Tubbservatory listeners can enjoy a $50 discount using the code PARTNER50.

Tubbservatory Round-Up #32: August– Week 4#1 Everything Else Just Became AbsoluteWe kick off this week with news that Pax8 have launched their new Pax8 Marketplace, featuring an opportunity explorer.

The Opportunity Explorer uses Artificial Intelligence to help MSPs identify what’s missing from their stack, and how to help your clients’ businesses become CIS Control compliant.

The Marketplace also provides MSPs with sales enablement material and educational resources to help you sell solutions.

I predict marketplaces will become an integral part of Managed Services in the years to come, so I’d encourage you to check out the Pax8 Marketplace now to steal a march on your competitors.

#2 IT Nation Wise UpA video podcast that caught my attention is IT Nation Wise Up, hosted by Matt Topper and Vicky Bruns of ConnectWise.

Each episode features insights from industry experts and your peers sharing candid stories, practical strategies and lessons.

#3 12 Must-Read Books Every MSP Should OwnIf you want to get ahead with your MSP business, you need to learn from the best, so here are 12 Must-Read Books Every MSP Should Own.

The team at Guardz has compiled the list, featuring authors such as Jennifer Bleam, Karl Palachuk, Mike Michalowicz, Mark Copeman, Nigel Moore and myself.

I highly rate these books, so check them out.

#4 Are You “Playing to Win?”Are you playing to win?

In business you’re facing competition constantly and so you need to have worked out what your competitive advantage is if you’ve any chance of continuing in business long term.

AI expert Richard Nicholas has put together a tool that can create a SWOT analysis for your MSP business, to determine the competitive advantage your business has.

The best part? Nicholas has made the tool freely available!

#5 Most Popular Computer Operating Systems 1985 – 2024Here’s a fun look at the Most Popular Computer Operating Systems by market share between 1985-2024.

I’m old enough to have used everything from AmigaOS to OS2, but what’s your favourite operating system? Let us know in the comments below.

Tubbservatory Round-Up #32: August– Week 5#1 MSP QBRs: A Handy Checklist to Do Better Business ReviewsQuarterly Business Reviews are something every MSP business knows they should do, but how effective are they really?

Team Tubb’s Gudrun Lauret has put together a handy checklist for MSPs to do effective QBRs — and the checklist is now freely available!

#2 Ransomware Attacks Survey: 2024 EditionRansomware has become a huge issue for Managed Service Providers — but just how big is the problem?

Well, Hornetsecurity are asking MSPs to share their experiences in a Ransomware Attack Survey.

The survey takes around 5 minutes, the results will be shared with the community, and all participants have an opportunity to win a Flipper Zero multi-tool device!

#3 No Leads From Your MSP Site? Try This HackIf you’re getting no leads from your MSP website, then try this hack, courtesy of Junaid Khalid of The Efficient Entrepreneur website.

Junaid proposes using Artificial Intelligence tool Claude AI to help create valuable content.

#4 Recommended Books for MSPsAnd talking of sales, a book I was honoured to contribute the foreword to and highly recommend is Sell More, Do Less: An MSP & IT Specialist’s Guide to Better Sales Calls by MSP sales expert, Danny Boyle.

Whether you’re a seasoned IT professional or just starting out, Sell More, Do Less will help you take your sales game to the next level.

#5 Kaseya+DattoConnect Local“The IT Evolution World Tour”Milton Keynes will host the Kaseya+Datto Connect Local “IT Evolution World Tour” on Sept 12th 2024 at the world famous Red Bull Racing Technology Campus!

Attendees can talk Managed Services, and get an opportunity to see Red Bull Racing’s home – where you can feel the passion that has stirred the Red Bull team on to greatness in the world of Formula 1!

Registration is now open with strictly limited places available.

Links to the Resources Mentioned in this Round-Up

From Week 11. Osint in the Hands of Hackers (Full Ep) | Security Swarm Podcast 2. For the Health of I.T. 3. MSP Service Manager Cohort 4. Learning, Sharing & Giving Back 5. Must Attend Event for the IT Channel

Mentioned in Week 21. Tradecraft Tuesday 2. Understanding AI with Kelwin Fernandes (Part 1) 3. Why MSPs Should Be Creating Video Testimonials Over Case Studies 4. Portugal Boasts a Vibrant, Growing Channel Community 5. UptimeLIVE: Innovation, Reliability and Scalability for MSPs

Week 31. The Magazine for MSPs Everywhere 2. Every MSP Wants to Know What Others Charge 3. The Century’s 30 Greatest Vendor Leaders 4. FBI Warns Consumers Not to Use Public Phone Charging Stations 5. ScaleCon 2024

Week 41. Everything Else Just Became Absolute 2. IT Nation Wise Up 3. 12 Must-Read Books Every MSP Should Own 4. Are You “Playing to Win?” 5. Most Popular Computer Operating Systems 1985 – 2024

And Week 51. MSP QBRs: A Handy Checklist to Do Better Business Reviews 2. Ransomware Attacks Survey: 2024 Edition 3. No Leads From Your MSP Site? Try This Hack 4. Recommended Books for MSPs 5. Kaseya+DattoConnect Local”The IT Evolution World Tour”

How You Can HelpAs we conclude Tubbservatory Round-Up #32, let’s gear up for September!

Have something fantastic to share? Whether it’s a useful tool, an excellent article, or an intriguing tip, drop it in the comments below. Let’s keep the knowledge flowing—your contributions are invaluable!

You Might Also be Interested in* Complement Your Cybersecurity Strategy with Security Awareness Training * TubbTalk 155: How To Stop Mac Hacks In Their Tracks and Bolster macOS * Defence in Depth: Better Results From a Layered Security Strategy

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Leading cloud commerce marketplace Pax8 is hosting the Pax8 Beyond 2024 EMEA! This move takes their annual partner conference international. And if you’re interested, put 13-15 October in your diary now. Tickets are selling fast!

What’s Happening at Pax8 Beyond 2024 EMEA?The conference will focus on three core themes: community, education and innovation.

Team Tubb will be there in person at Pax8 Beyond 2024 EMEA, capturing all the latest interviews, news, and insights from the event. Stay tuned as we bring you exclusive coverage and firsthand updates directly from the conference floor.

It takes place on 13-15 October at the InterContinental Berlin, Germany. Pax8 are expecting more than 500 attendees, including MSPs, vendors and media representatives.

And here are just some of the things to look forward to:

Keynotes from industry leaders
Education and enablement
Technical training
Access to industry-leading vendors
Valuable networking opportunities

As the channel prioritises community and collaboration, Pax8 hope the event will support partners to work together more. This, they say, will “drive innovation, streamline operational efficiency and elevate profitability.”

How to Register for the EventThe Pax8 Beyond 2024 EMEA takes place 13-15 October at the InterContinental Hotel, Berlin. Click here to register for the conference.

Will There be a Recording of the Event?This is an in-person event. It’s possible that some sessions may be recorded.

Why Should Your MSP Attend Pax8 Beyond 2024 EMEA?As Pax8 themselves explain, the three-day event is curated specifically for partners. Its aim is to help you grow your businesses, increase efficiencies, and reduce risks to help you to thrive.

Pax8 Beyond 2024 EMEA is the first step in their ongoing commitment to educate MSPs across EMEA and contribute to the IT channel’s continued evolution.

Sound good? Then grab your ticket now. And pop back here to let me know you’re attending, so I can say hi in person!

You Might Also be Interested in* A New Data-Driven Marketplace and Other Takeaways from Pax8 Beyond 2023 * Podcast: Partnerships, Pax8 & MSP Growth: What You Need to Know * CompTIA UK&I 2024: Remarkable Insights For Excellence And Innovation

The post Pax8 Beyond 2024 EMEA: Partner Conference Goes International appeared first on Tubblog: The Hub for MSPs.

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We’re living in an exciting time for growing and developing a Managed Service Provider (MSP) business. But what about MSP recruitment?The shackles of traditional one-team, one-focus MSP recruitment seem to be pulling away, with many MSPs and IT business owners instead deciding to look at more flexible, sustainable workforce planning.

But what’s driving this? Across all aspects of MSP operations, there seems to be a significant change in gear towards a more efficient way of hiring, training, and managing personnel.

In fact, you may well have read a few of our articles and listened to Richard talk about MSP recruitment trends and challenges.

In this article, I’ll be looking at what’s driving MSPs away from traditional hiring routes, and considering popular ‘new’ options such as:

Outsourcing
AI and automation
Strategic alliances
Upskilling

So, without further ado, let’s address the elephant in the room – the recruitment shortage.

Are Business Owners Really Facing an MSP Recruitment Shortage? Given that MSPs wear lots of different hats and provide many different services to their clients, it’s reasonable to expect some recruitment fluctuation. After all, the world has seen one of the most tumultuous half-decades in recent history – for reasons I’ll cover shortly.

Several experts in the MSP space believe that finding and hiring the right people has become more and more complex, at least through traditional routes. Islam Soliman for IT Europa refers to MSP representatives growing concerned that there are lots of people who are certified, but not enough people who are experienced in specific areas.

It’s not that there’s a shortage of people to hire for MSPs – it’s that it’s getting harder to find the right talent. For example, an MSP could traditionally head-hunt a qualified networking engineer, take them to interview, and find they have zero real-world experience. That’s an exceptional amount of time and money wasted.

Therefore, it’s no wonder that MSPs are growing frustrated with traditional recruitment and are instead thinking about more flexible options.

There are a few more reasons, beyond increasing skills gaps, why traditional hiring just isn’t cutting it for MSPs in 2024.

These include:* The tools that engineers and specialists need for roles within MSPs are always evolving, and in some cases, are becoming more complex. That means the selection of specialists with skills in these tools is potentially shrinking. * At the same time, many tools that specialists have trained themselves in are becoming obsolete thanks to the rise of automation and AI (artificial intelligence). Therefore, talented people who might previously have been adept hires now need to completely retrain and repivot. * We also need to consider the COVID-19 remote working revolution. Many specialists now hold several cards when it comes to location preferences. Some may only want to work from home, when some MSPs only have the facility to employ people in-house. * In line with cost of living challenges and inflation over the past few years, employees and job applicants have (quite reasonably in many cases) increased their salary expectations. Some MSPs simply can’t afford to meet these demands, and have looked into alternative, cheaper hiring methods. More on those below. * Finally, many vacancies are simply going unfilled. This is happening worldwide, and across many different industries. Reasons for this include employee disenchantment during the pandemic, salary concerns, and, again, skills gaps.

Altogether, we’re looking at a series of worrying challenges that have built up into a messy recruitment headaches for traditional MSPs. And yet, these aren’t the only reasons why business operators are leaning away from old-school hiring and training practices.

What Else Might be Pushing People into Alternative MSP Recruitment Solutions?For one, it’s all about the bottom line. Around three in ten companies outsource their IT operations to save money (more on outsourcing as a viable recruitment option later). That’s referring to business owners leaning into MSPs, in the main – but we can apply the same argument to how MSPs are hiring their own experts, too.

Everyone’s out to save money as well as make it – and in a fluctuating global economy, one can hardly blame MSPs for wanting to trim away financial fat and any time wasted hunting down bad hires.

Speaking of hiring, let’s focus on those headaches. MSPs are facing an unprecedented level of competition as we approach the middle of the decade. In fact, around 30% of MSP owners cite rising competition as their main challenge.

Given that competition is fierce and that the space is growing smaller, MSPs are under greater pressure than ever before to hire the right people as soon as possible. As we can see, relying on the same tired recruitment processes is likely keeping these firms back from growing and making progress.

And yet, there’s more! Bad hires are just one concern for MSPs during recruitment. There’s also the matter of time-to-hire. With competition building and technology advancing rapidly, firms need to onboard talented people quicker than ever before – but that also means doing so without accidentally hiring the wrong people!

The average time to hire across industries right now is around 44 days. That’s per person – and that number is increasing year-on-year.

On average, MSPs can expect to interview around six people for every role they hire for. Keep in mind, that’s a global average – and while it might not seem like a huge number, it’s still a lot of administration and decision-making. And, that’s six people whittled down after weeks of decision-making.

This all paints a pretty clear picture of why MSPs are growing disenchanted with traditional recruitment funnels. Is it any wonder, therefore, why business owners are leaping into alternative, more sustainable ways to recruit reliable people to help run MSPs?

With that in mind, let’s look to the future…

What Alternative Options are Opening up in MSP Recruitment?In the introduction, I briefly mentioned the more appealing options beyond traditional recruitment methods that are opening up to MSPs right now – but, to refresh your memory, and to give you a little more context, here are the most popular alternative routes:

Outsourcing: Where MSPs hire experts for specific projects and for specific set hours off-site
AI and automation: Where MSPs are both cutting down on hiring admin and reducing the need for human resources in menial roles
Building strategic alliances: Where MSPs are working with specific, successful firms and experts to mutually support each other
Investing in skill development: Where MSPs choose to invest in their people, rather than to simply hire new experts every time a skills gap emerges

Let’s explore each of these options in a little more detail.

OutsourcingMany businesses outsource to MSPs, but there are plenty of benefits in MSPs outsourcing their own work to certain firms and experts, too!

In fact, many business owners grow their client bases by harnessing support from other experts. It can be a lucrative way to efficiently build up a company to either grow more competitive or to sell on at a later date.

Outsourcing is, of course, all about delegating work out of house. It’s a particularly useful way to grow client relationships without having to manage an in-house team or continue hiring personnel for every open role.

Some companies, for example, outsource to MSPs for cybersecurity expertise – and at the same time, those MSPs might white-label these services, meaning they outsource it to another third party, with everyone in the chain understanding what’s taking place.

The Benefits of OutsourcingThere are some immediate benefits to outsourcing as an MSP. To start, MSPs can save money on paying wages and benefits for employees who work a default number of hours each week. By setting up an outsourcing contract with a specialist, an MSP only ever needs to pay for the hours or project work they need, effectively keeping costs low.

Beyond this, outsourcing to a specialist means MSPs are working with experts from the get-go. As I explained in my post regarding outsourcing cybersecurity for MSPs, you cut out the concern about skills gaps and hiring people who fail to live up to expectations. There’s no training period and very little risk when it comes to expertise.

In the same article, I also mentioned that outsourcing work as an MSP also helps to support scalability. Instead of spending time, money, and planning effort hiring for multiple different departments – while you’re actually trying to run a business – you can simply delegate and let tasks take care of themselves.

Consider Outsourcing to a VAOne of the most effective ways of growing a business through the power of outsourcing is to work with virtual assistants. Instead of handling tasks such as communications, marketing, and sales in-house, many MSP leaders choose to delegate daily running tasks to professionals who work off-grid.

Virtual assistants are fantastic examples of self-starting experts who need less management and oversight compared to in-house employees. Typically, you can provide VAs with regular tasks and touch base to ensure targets are met, and otherwise provide them with complete autonomy once you’ve established a clear working relationship. Our guide goes into more detail as to why working with virtual assistants is so beneficial in the modern age.

While I’ve painted a fairly positive picture of outsourcing as a viable alternative to traditional recruitment, it’s important to keep things in balance. For one thing, you’re still going to need to hire your own experts to help you maintain strength in what you do well.

Things to Consider if Outsourcing is Your MSP Recruitment SolutionAs MSP expert Mark Matthews discussed with Richard via TubbTalk, it’s wise to specialise in specific areas – you don’t want to be a jack of all trades and a master of none. Mark advised that, on route to outsourcing, you should consider:

How much time and money you will need to train staff in a specialism
The resources needed to build an in-house team
Whether or not it’s worth building a team just to have to start all over again

I’d seriously recommend listening to Mark’s talk with Richard – as he runs through more tips on how to prepare for working with an outsourcer for the first time.

When it comes to finding an outsourcing partner, you’re spoiled for choice. There are some fantastic, reputable, and well-established companies out there you can delegate to – such as Uptime, a white label IT support company that offers specific solutions for MSPs (and which comes with a personal recommendation from Richard).

If you’re keen to grow your client base but don’t have much time to handle general enquiries, for example, you might also consider working with AnswerConnect. For more food for thought, Richard tapped into the benefits of helpdesk outsourcing for MSPs with Uptime Bradley Munday and Jason Kemsley.

And then, for cybersecurity, there’s always Barracuda MSP – who provide education and security support on demand.

From there, if you need support with professional services in areas such as AI and infrastructure, you can rely on teams such as Pax8 – Richard spoke to the firm’s Principal Consultant, Andy Readman, to get the lowdown on what their services entail.

Is outsourcing the best option?Not necessarily – outsourcing presents a few challenges, such as the fact you won’t have access to an exclusive, in-house team. If you’d prefer to keep your operations close-knit and behind closed doors, it might not be viable for you.

That’s why it’s always worth considering MSP recruitment agencies. Former MSP owner Daniel Welling, for example, set up Welling MSP as a specialist recruitment company to help firms find talent efficiently and cost-effectively.

Daniel, in conversation with Richard, explores some of the bigger roadblocks preventing MSPs from approaching recruitment agencies – and cost is a big factor. Welling MSP’s model effectively matches a company’s cash flow and provides personnel based on its measured risk profile.

The MSP recruitment industry is larger than perhaps many business owners realise. Dean Watmough, for example, set up Humnize to specifically help MSPs build and develop teams from scratch. In fact, he tries to avoid the word ‘recruitment’ wherever possible – simply because of the negative connotations it can bring!

Therefore, before leaping into outsourcing wholesale, it’s certainly worth considering a specialist recruitment option, or at least looking into the remaining options I’ve yet to talk about!

AI and automationIt’s pretty safe to say that AI and automation have altered the way many jobs are performed in just a few short years, and the same could even be said for industries! MSPs are, naturally, always looking for ways to provide fantastic services more efficiently – both to keep their clients happy and to keep ahead of the competition.

Automation and AI can help MSPs with recruitment challenges in two key ways:

MSPs can delegate certain tasks to machines and automation
MSPs can use AI and automation to improve and speed up hiring processes

Some companies even follow both methods! Many menial tasks are easily automated using a variety of specialist software – and AI can even be used to help support threat detection and bolster communication between separate devices.

Essentially, if there is an opportunity for human effort to be reduced, you can be sure that AI and automation can step in and help. That said, neither are likely to ‘take’ human jobs or roles in the years to come – if anything, people will need to learn how to complement their working strategies with the software.

Certain hiring software and recruitment dashboards can organise funnels so that applicants are kept informed at each step of the process. What’s more, MSPs can automate certain areas of hiring, such as by setting up chatbots to answer simple questions and to deliver information as and when required.

It’s not wise to rely on AI wholesale to manage certain tasks and even to help cut down workloads. As Gudrun explains in her article on supporting MSP clients with AI tools, there are always going to be cybersecurity risks when rolling out AI for clients, and when using AI to generate content, there’s always a risk of accidental plagiarism. Tread carefully!

Building strategic alliancesBuilding strategic alliances is all about sharing expertise and talent – it’s mutual support between two experts, and it doesn’t have to be transactional.

For example, an MSP specialising in one area of IT support for its clients could ‘top up’ its knowledge and expertise by working directly with another firm that’s a known expert, and who is willing to work on an exchange of ideas and physical support.

This can work well provided that companies involved build up a culture of trust, and that both businesses align with each others’ goals and needs. Therefore, setting up a strategic alliance can be a delicate process that doesn’t always lead to the perfect partnership.

What’s more, this recruitment alternative doesn’t necessarily solve the wider hiring problems MSPs face. It’s often seen as safer and more scalable for MSPs to outsource specific tasks and roles to specialists as and when they find them or need them, in line with client needs. Richard himself was successful with outsourcing to peers.

So, strategic alliances do work – it just takes some careful relationship nurturing, and of course, necessary paperwork along the way!

Investing in skill developmentFor many MSPs, making the most of talent they already have is likely to be the most cost-effective and efficient way to build a team of specialists. After all, provided they have hired people who are receptive to upskilling and growing with a specific firm, there are no reasons why they can’t build upon their skill sets and learn new things along the way.

However, there needs to be a careful balance in terms of budget and effort. Will it take more time, money, and hassle to set up training than it will to, say, hire people outright?

To fine-tune an upskilling strategy, MSPs need to be laser-focused on what they want from their hires. They should ideally test skills and personalities before hiring, for example, so they can be assured they’re recruiting people who are fully receptive and aligned with their culture and values.

Otherwise, upskilling people could lead to failed experiments – and if you give people too many hats, it’s easy to get overwhelmed and feel burned out. Surely it would be better to fine-tune one or two areas of expertise!

If you want to build a strong MSP with an upskilled backbone, there are a few steps you can take to position yourself as an appealing authority to the right type of people. Stephen wrote in his guide to hiring the best technical staff for your business.

Here’s a quick summary: Build your brand: Create and nurture a brand that clearly invests in people and which offers technical opportunities. Make your brand more than just recognisable, but also desirable – show that you’re accountable for your actions and that you support trust and openness. * Offer incentives and training: Many people just want to learn and explore what they can do with their talents. No one truly intends to apply for jobs in dead-end roles, meaning you should make it clear that you invest in cutting-edge technology and supply useful training opportunities for those who are growing their careers. * Look for the right attitude: As mentioned above, it’s just as important to look for personality as it is to look for technical skills. After all, you’ll want to recruit people who are receptive to training, who accept criticism in a healthy way, and who work well with others. Beyond this, look for curious, hard-working people who are realistic and who care about themselves and* their projects.

Investing in raw talent and developing from within is much more sustainable, scalable, and future-proof compared to constantly hiring people and playing catch up with trends. I’d recommend adopting an upskilling mentality as well as one or more of the alternative hiring methods explored above.

ConclusionIn summary, MSPs are facing unprecedented challenges when it comes to hiring, building talent, and retaining the right people. We’re through the looking glass as far as remote hiring is concerned, and technology is evolving at a blistering pace.

As you can see (and hear) from several of Richard and the Tubblog team’s explorations on MSPs and recruitment, there are plenty of ways to break free from traditional hiring traps. However, it will take a careful balance of a combination of outsourcing, upskilling, and strategic partnering to do so in the long term.

Look carefully at your recruitment strategies, retention rates, and HR expenditure. Are you facing an internal talent crisis of your own?

Try outsourcing little by little – but remember, focus on building and maintaining a specialised brand that clients and applicants will want to keep coming back to.

You Might Also Be Interested In* Incredible MSP Lead Generation Tips For Growth And Sustainability * TubbTalk 161: Why CompTIA are the MSP Industry’s Best Kept Secret * Elevate Your Client Retention Strategy with Outstanding Customer Service

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Lead generation is a very important part of creating a sustainable managed service provider (MSP) business.

In this webinar from SuperOps, marketing expert Lodewijk ‘Louis’ Veldhuijzen gave some insights into his marketing playbook. Tips that help you to gather more clicks to your website and generate more leads for your sales funnel.

The advice covered everything from getting better ranking for you business on Google, to making improvements to your website. And how to get the most out of a Google Ads campaign.

IntroductionLodewijk ‘Louis’ Veldhuijzen is the CEO and founder of MSP Launchpad. It’s a digital marketing agency focused on creating inbound leads for MSPs.

They’ve been operating for around three and a half years, and been a part of over 80 marketing campaigns.

He says that a lot marketing agencies will promise 30 leads in a month to their customers, but it’s tricky to get good results if you don’t understand or respect the market.

For most of the presentation, Louis demonstrated some of the tips he’d learned in lead generation, which fell into four categories:

Quickest gains
Website
Google Ads
SEO

MSP Lead Generation 101 Webinar ReplayIf you want to watch the replay of this webinar in full, you can find it here.

Quick Gains in Lead GenerationWhen you think about how people find your business online, you think about how you can better rank your business in search engine results.

It’s worth noting that having an optimised google business profile can help you rank in results local to the person searching.

In a average random selection of ten searches:

Sponsored results get around one hit (10%)
Results that feature on google maps that are nearby get around five or six hits (50-60%)
Results below this will get an average of two clicks (20%)

Optimising Your Google Business ProfileFive things you should do:

List ALL of your services (compare this with your main competitors)
Optimise using keywords
Include photos of your business (what you do, who you are, your office or fleet of vehicles, etc.)
Call your clients for testimonials (and get them to write them with their phone so it picks up the location)
Build citations in business directories (Chamber of Commerce, Yelp, Expertise) to improve Domain Authority

Improving Your Website to Increase Lead GenerationWhether you like to admit it or not, to your customers, how your website looks and feels indicates to them how professional your IT services will be if they buy from you.

Therefore, as an IT provider, if the experience for visitors is anything but slick, it may give them a bad impression. However, this can still be saved with good examples of social proof, such as certifications and amazing testimonials.

Photos on your website that show your team, your offices, examples of your good work and satisfied customers go a long way to building a strong rapport with new prospects.

The effort to put this in place need not be too costly. You can encourage your team to put a portfolio of shots together with a DSLR camera, or just hire a professional for a day. The return on investment (ROI) is well worth it.

According to Louis, when you are attracting small businesses, they care more about having their pain points resolved. Whereas larger businesses care more about process optimisation.

As long as usability and navigation is easy, a website needs to have clear calls to action (CTA) and clear forms that are easy to follow in order to be effective.

Better Lead Generation from Google AdsLouis gave away quite a few tips on how to conduct an effective Google Ads campaign.

He said you need to be aiming for a budget of around $3,000 to $5,000 per month to expect a good return on your investment. And the key to a successful campaign lies creating a good balance of match keywords, with a comprehensive negative keyword list.

He explained that using generative AI here can be very useful in helping come up with keyword matches, as well as informing you what you need to exclude.

Here are just some other tips he recommends:

Start with a high volume, don’t build up to a high volume – you’ll yield better results if you go big from the start. You can also reduce it later, once SEO kicks in
Include matches in your negative keyword list that won’t result in a conversion for your business. e.g. “How to”, “Free” and “Jobs and Careers”
Keep your keywords as local as possible to get the best matches for your business, and reflect this in your marketing local SEO
You must invest in fraudulent click protection software as this will save you up to $1000 per month

Watch the full webinar replay for more tips on optimising your Google Ads campaigns.

Improving Your Marketing SEO for Better Lead Gen ResultsIn the final part of the webinar, Louis talked about search engine optimisation (SEO) as part of your lead generation marketing strategy.

He said that generative AI tools like ChatGPT are not very good at creating SEO content. Content needs to be of excellent quality to be effective at driving prospects in your direction.

Outstanding articles or other content will drive traffic in your direction. And if you can link content together in silos or through pillar pages it will amplify your content further. This is especially effective where the keywords you’re going for are highly competitive.

Only really large brands can achieve true global reach from SEO, according to Louis. However, you can still attain global reach through use of location keywords.

The Importance of Domain AuthorityDomain authority (DA) is rating score that gives an indication of how likely a webpage will rank in search engine results.

For massive global brands, they expect this score to be in the higher percentile range. However for MSPs, a very good rating out of 100 would be around the 30-40 mark.

You can use tools like Semrush or Moz to find out DA scores for your own pages. This is worth doing before asking a marketing agency to improve your SEO, as this will give you a baseline.

Achieving Better Lead Generation for Your MSP BusinessLead generation is tricky for many businesses, but by understanding SEO and how keywords help you to rank better in search engine results, you can drive more traffic to your website.

If your keywords are cultivated to attract your ideal customer, then you’re more likely to have the right audience in front of the rest of your digital marketing machine.

To improve growth and increase revenue for your business, you might look at Google Ads as part of your strategy, but make sure you do it right. You’ve got to aim to be the number one provider, at least in your area, in order to put your business in the forefront of your future prospect’s minds.

Has improving your business profile on Google resulted in greater interest in your MSP? Have you had experience in using Google Ads, and if so, did it work out well for you? We would really love to hear your story in the comments.

You Might Also Be Interested In* The MSP Opportunity in Up-Serving and Cross-Selling * TubbTalk 159: How to Use Personal Branding to Boost Your MSP’s Reach * Is a Co-Managed IT Model the Opportunity Your MSP Has Been Looking For?

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MJ Shoer is the Chief Community Officer at CompTIA. After studying for a degree in computer science, he worked in sales for startup software and hardware companies.

He taught himself everything he needed to know about technology and became an IT director. He went on to found his own successful Managed Service Provider (MSP) business, which he sold to a competitor. After doing some consulting, he got his first role at CompTIA.

An Interview With MJ ShoerWho are CompTIA and What do They Do?CompTIA are essentially a non-profit association, says MJ. He adds: “We’re a trade association, so our role is to represent the industry and help it be the best it can be. Our strategic mission is to unlock the potential of every individual and organisation in this amazing industry.”

CompTIA offerings include certification and training; they’re the premiere vendor-neutral certifying authority in the technology space. The community team MJ looks after has 1,000 members globally.

Plus, each member organisation’s employees can access the range of benefits on offer. There are local groups, online and offline meetups and bigger events, as well as research, mentor opportunities and an educational offer for American middle-schoolers.

What is ChannelCon?ChannelCon is an international event hosted by CompTIA. They take place in America and in Europe. MJ says it’s unique because of how they operate in the industry: “Everyone is welcome to come together. Exhibitors all get a booth of the same size, and a ticket is free to members.

“And we want people to come with a goal of helping their peers. ChannelCon is about thought leadership and education. There’s no sponsorship or selling. But everyone loves it and networks with peers and vendors from around the world.”

Why MSPs Should get Involved with Their Local CompTIA GroupThe organisation started out as a UK community (with yours truly as its first chair!) Designed for business owners in the IT space, the original group offered support, networking and collaboration opportunities, with events open to all.

So while CompTIA is now global, it’s still built on a local model. MJ adds: “Each region has an Executive Council, with individuals representing all the types of members. They drive the agenda based on what’s important in their region.

“Regions meet twice a year. And we have speakers, workshops, updates and networking opportunities. It means we can address unique challenges in each area and support each other better.”

What Is The Information Sharing and Analysis Organisation (ISAO)?The concept of Information Sharing and Analysis is an American one, admits MJ, but with a strong global relevance. Born from a US initiative, it means that the CompTIA Information and Sharing Analysis Organisation (ISAO) are able to focus specifically on a community with shared interest – IT and tech.

“The programme brings together a massive volume of raw threat intelligence that is going around between governments and private organisations. Sharing that allows us to work to combat those cyber threats. We can provide real-time, actionable information when there is an impact, to recover from it as quickly as possible.

“Our analysts filter all the information they receive, pull out the critical pieces and simplify it. Then they can tag it as ‘informational’, ‘important’ or ‘urgent.’ It means MSPs can make a quick decision on the potential impact of a threat. And the analysts provide advice on how to protect against it.”

The Relationship Between MSPs and VendorsMJ says that the relationship is getting better all the time, but says they have been adversarial in the past. Because each believed the other was trying to take advantage of them.

“But now, I think we are in a period of evolution where they really are starting to become true partnerships. Each sees that they are directly vested in one another’s success.

“There is more and more understanding of what each partner’s business model is, and a respect for that, and a willingness to work together for the relationship to be a win-win because it makes no sense that it was ever adversarial. Vendors are trying to do the right things.”

The CompTIA Spark InitiativeThis is a nonprofit foundation where CompTIA give some philanthropic donations to worthy charities that touch the tech space. MJ says it’s around $150,000, and the regions pick the charitable organisations.

“So we give away money in all of our local regions around the world. And we have a middle school curriculum that is a great idea. Approximately 100 schools have implemented it and they feed back that it’s great for the kids and the educational system.

“Our aim is to expand internationally and offer it to schools globally. But we need to make sure it fits their educational model. However, we DO know that we’re making a difference by giving kids these skills, especially girls. They see that a tech career is fun and important.”

How to Connect With MJ Shoer* CompTIA: Certifications and training * CompTIA: Community and membership * Connect with MJ on LinkedIn * Email MJ * Follow CompTIA on LinkedIn * Like CompTIA on Facebook * Follow CompTIA on X

Mentioned in This Interview* CompTIA course: A+ certification * CompTIA Network+ certification * CompTIA Information Sharing and Analysis Organisation (ISAO) * PSA-RMM platform SuperOps and the SuperSummit events * CompTIA CEO Todd Thibodeaux * Nancy Hammervik * Cybersecurity and Infrastructure Security Agency * National Cyber Security Centre * Tracy Pound of Maximity * CompTIA course: Managing the Technology Channel * TubbTalk episode 62 with Tracy Pound on Advancing Women in IT * Women in Tech ebook

You Might Also be Interested in* CompTIA UK&I 2024: Remarkable Insights For Excellence And Innovation * Podcast: Who are CompTIA and How can They Help Your IT Business? * The Power of Help Through Your Local MSP Peer Groups

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Client retention is a concern for any managed service provider (MSP) who wants a healthy and profitable business.

If you’re not careful, slips in service and poor communication could result in them shopping around for a new provider.

So what can you do to reduce this kind of client churn? And what steps can you take to improve your customer service game?

In this article, we take a look at what client retention is, and the role that customer service plays in reducing client turnover for your MSP business.

What is Client Retention and Why is it So Important?Customer retention refers to the ability of a company or brand to retain its customers or attract repeat business. For MSPs, this translates to the ability to retain clients.

The key to this is delivering a consistent service which keeps your clients satisfied.

In order to make your MSP sustainable, you need to keep a balance where you’re keeping your current clients happy, while attracting new clients to your business.

Key Customer Retention MetricsAs we often say here at Team Tubb, if it’s not measured, it’s not managed.

According to an Average Customer Retention Rate Report from CustomerGauge, average retention rates across all industries are about 72%. However, as many as 44% of businesses are not measuring their retention rates at all.

Having a clear picture of where your business currently sits in terms of client churn is a good idea. So, what other data is worth making a note of?

Here are a few examples of metrics to record and manage in your MSP business:

Churn Rate – This compares the number of new clients you take on over the year compared with those you let go.

Client Health Score – This metric helps you to determine the likelihood of clients being able to grow, stay stable or churn. This will help you identify clients who may be at risk.

Customer Satisfaction – This can be measured through surveys when tickets are resolved, or as part of regular reviews.

How Good Service Can Elevate the Experience for the Client and Their CustomersThere are a number of reasons why a client may seek out other IT providers.

If your prices are too high for the client’s budget, or if your stack doesn’t suit their needs, that’s one thing. However, clients may also leave if they feel undervalued, which could result from feeling they’re just not getting the service they were promised or expected.

If this is the case then that’s something that you need to address, as it could have implications for your other clients too.

Better Communication Stops Issues Escalating into Major ProblemsJust as important as understanding a client’s technical requirements is understanding their operational rhythms, growth goals and communication needs.

Better communication results in a stronger relationship between partners, and often it can prevent issues from becoming bigger problems further down the line.

Helping your client understand your service level agreements and escalation policies will result in fewer conflicts. Plus, it will allow you to take control of your service request queues, and not run around chasing your tail.

Finally, you have to be aware that when dealing with client representatives, they may require different assurances, depending on their role within the business. For example, a finance director may want to know the detail behind figures, whereas an executive might be more concerned with outcomes.

Tailoring your communication is a skill that comes with practice, but it makes all the difference to your clients.

When it comes to the channels available to your clients, an omni-channel approach will offer your clients options. However, you must ensure consistency across a broader spectrum to ensure you serve them all equally.

Empathy and Accountability Builds TrustGood customer service is an ethos that should be part of your company culture. When your clients raise a service request, you are committing to deliver on a promise and provide a positive outcome in the best way you can.

When things go right, and the client or their customers are happy, then it’s an ideal outcome. However, when the client isn’t satisfied, or needs further assurances, then that’s when it’s important to be accountable too.

When services don’t go according to plan, it’s important to demonstrate that you empathise with the client, and hold yourself accountable. Attempt to understand the problem before attempting to resolve it so that you don’t cause further strain on the relationship.

Once that’s done, attempt to resolve the issue in a timely fashion, and then follow up with a report that demonstrates full transparency. Finally, state how you intend to improve your process in the future. By doing this, you are showing that you’re putting your client first, and that you’re going to make positive changes.

Consistency is KeyWhen clients receive a consistent service, they can better rely on you to provide support when they need it most. There are two ways to ensure consistency in what you do. Ensure your team is trained to deliver services to a high standard, and ensure you communicate that standard to your clients.

Training for your staff needs to go beyond the technical capabilities of the job and incorporate customer service training as well.

And hold yourself to the high standards you communicate to your clients. Things may not always go to plan. However, if you can recognise any failings and aim to improve in the future, it will prevent patterns of inconsistency from becoming an issue.

Under Promise but Over DeliverIt may be tempting to show confidence in your sales pitch to new prospective clients, but you should be realistic about their expectations of you too.

Clients are always much happier when your service exceeds their expectations. So, in order to make this happen, never fall short on the promises you make to your clients.

When you deliver more than they expect in terms of service, that’s when they truly appreciate you for going the extra mile.

Why Feedback is Important to Both Gather and Act UponFeedback is the lifeblood of any service improvement strategy.

Bill Gates once said: “”Your most unhappy customers are your greatest source of learning.”

However, we know it’s not easy to ask for feedback, as it forces us to acknowledge our weaker areas. It gives our clients a medium to tell us what we’re getting right, and what we’re missing the mark on.

You can ask for feedback whenever you like, but it’s often easiest to ask just after delivering a service, when it’s fresh in their minds.

If you have a ticketing system for service requests, it’s common to have a survey tool plugged in to it. Once a ticket has been resolved, the survey is then issued to the user to complete.

One completed survey will help you see how well you did on that one ticket. However, once you have a number of completed surveys, you can start to analyse the data across a wider area. And see where the areas are that you need to improve upon.

Quarterly Business Reviews (QBRS)Another area to collate client feedback is directly from the client representative you deal with as part of your regular business review meetings.

QBRs or TBRs (Technical Business Reviews) allow you to ask for feedback on a more strategic level. As part of this meeting, you’ll already be discussing that client’s technical roadmap and future projects, as well as any regularly raised tickets or other sticking points.

Sometimes this can result in sales opportunities for you, and other times it will highlight efficiency savings for both your team and the client.

Acting Upon That FeedbackService improvement is something every business should be aiming to do. And feedback can assist you with what you should focus on improving.

It’s all very well asking and getting the feedback from your clients, but you must act upon that feedback for it to be worthwhile.

If the remedial action required involves education and training for your team, then it’s worth sharing in your marketing. You’re acknowledging the problem and doing something about it, so it shows your client that you’re listening.

If, however, the problem you’re trying to solve involves working on a new project, then it’s worth taking note of the baseline results ahead of undertaking the work. This will give you some data to compare to once the completed project starts producing hopefully better outcomes.

Failing to take any action to improve at all might not have any immediate impact, but it will affect how your clients perceive the benefit of completing surveys. This may also impact client retention rates too if many of your clients feel you’re not listening to them.

Other Tips for Better Customer RetentionAside from improving customer service and operation efficiency, there are other ways MSPs can improve customer retention.

Proactively Prevent Issues from Affecting Your Client’s and Their CustomersWhen you’re operationally aligned with your clients, you are much more likely to spot and circumvent problems that might otherwise affect them.

Applying your knowledge and experience as an IT expert allows you to make course corrections and apply updates with minimal impact to their business.

This is the value you provide as a managed service provider, and why your clients trust you to protect them from future setbacks.

Stay Ahead of the Technological CurveAnother reason that clients choose to move on from their IT suppliers is stagnation.

If clients believe that you’re not keeping up with the latest technology, it can be a great concern to them. Companies demand the newest and best tools for their business, and if you’re not keeping up, they may look to other suppliers who can meet their needs.

However, it can also work the other way too. Some clients refuse to adapt to new technology because it requires additional training, and they can become too comfortable with the familiar.

A challenge some MSPs often have is to get clients to commit to migrating their customer data to a newer, more up-to-date platform and let go of legacy systems they’ve grown accustomed to.

Utilise Automation and Standard Operating ProceduresIt’s difficult to provide a consistent stellar service when you have a busy workload. However, there are ways to make some efficiency savings while keeping your service running effectively.

By incorporating email templates, you can easily set standards for communication, while automation tools will help you even further.

Client Retention Through Outstanding Customer Service ConclusionWith exceptional customer service at the core of what you do, you can reduce client churn in your business. Client retention is challenging enough when you have to keep up to date with new technology trends and threats and trying to provide value for your clients while making a profit.

Communication and consistency are two areas every business should look at to see if there’s room for improvement. Keeping your clients happy with a service that never goes wrong is a good thing. How you react when things don’t go according to plan is just as important getting it right.

Dealing with a client that has been let down, whether it’s your fault or not, is an opportunity to show how good you are at listening and empathising. If you can secure a positive outcome for that client, it will build greater trust. Even better if you can later follow up with them about how you can avoid circumstances like that in future.

Have you made changes to your customer services policy that has seen greater client retention? Or have you lost a customer that you let down over something that could have been easily prevented? If so, we’d love to hear about it in the comments.

You Might Also Be Interested In* A Blueprint for Success: Sensational Insights Revealed at SuperSummit 2024 * TubbTalk 160: How to Harness Personal Power, Energetics, and Mindset for MSP Success * How to Use the ‘3, 2, 1 Quarterly Review’ Methodology for Better Business Planning

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Pricing is one of the four most important things to think about when running a managed service provider (MSP) business. Alongside your clients, your tech stack and your team.

We know that every MSP is different, and that there’s no one-size-fits-all when it comes to the pricing model that best suits your business.

However, we’ve put together this article to explain what options there are available to you when it comes to pricing. And how tier pricing can help you to sell more services to your clients.

IntroductionPricing and how you choose to structure your managed services offering is something unique to each individual MSP. A lot can depend on the type of services offered, the maturity of the business and the type of clients you serve.

Many MSPs begin their journey as IT support for their customers, charging them a fee for a service on an ad-hoc basis. However, many MSP owners know that this depends on a regular demand for that service, and is ultimately unsustainable.

Today’s managed service providers rely on a regular recurring revenue stream to keep their businesses profitable. This allows them to grow and adapt to a constantly evolving technological landscape more effectively.

Pricing Models for Today’s Managed Service ProvidersHere are a few examples of pricing models known to be in use today by MSPs:

Per User/Per DeviceThis model uses a straightforward licence-based agreement, in much the same way software companies charge for their products.

The advantage of this model is that it’s very easy to scale to the size of the client. However, this can become really difficult to manage if they have to scale down, especially with multiple devices.

Tiered PricingTiered pricing provides a range of product options to your clients. The tiers are designed to give them a few options that suit their requirements and their budgets.

Choices give potential buyers more confidence and can help get prospects over the line.

However, too many options can actually put potential buyers off, and you have to be clear about what’s included in each tier in case conflicts arise.

À La Carte PricingThis is where the customer just pays for what they want from a menu of options.

This does offer a huge amount of choice to the client, but it can make billing and managing products overly complex for you.

As it’s true in running a restaurant, you should be careful not to have too many menu options. Otherwise, you’ll be making it difficult for yourself to keep your MSP profitable.

Block Hours PricingThis model allows the client to buy support and services in blocks of time over the course of a set period. If the hours aren’t used, they may carry over, or if the client needs more support, they can top up this amount.

This model makes a good compromise away from the traditional break/fix model, as it guarantees you some income upfront. And it may suit certain businesses who can’t afford expensive contracts.

However, administrating a contract like this for several customers could become cumbersome. It could also lead to disputes when clients ask for amendments to work you’ve already carried out. This is often referred to as ‘scope creep’.

Value-Based PricingValue-based pricing are charges based on the value delivered to the client. This is usually demonstrated in metrics or other measured deliverables.

This price model shows how committed you are to the success of your clients, and demonstrates your value as their chosen technology provider. The success you deliver can also justify and support price increases too.

The difficulty with this method is in agreeing the metrics with each customer, but it’s worth the effort if goals align as it strengthens the relationship considerably.

Client Factors and How they Can Influence Your Pricing ModelAs well as whether a pricing model suits your MSP, you have to think about whether it’s a good fit for your ideal customer. Plus, think about how your model scales with the services you’re offering.

Here are some of the areas to consider:

Client Size and the Industry They ServeLarger clients, or clients with more complex IT requirements can demand a greater breadth of IT services. This may suit a hybrid approach to pricing where services are tiered, but with projects requiring a different kind of billing, for example.

Budget ConstraintsClients who have tight budgets or who are just starting on their journey to become more financial mature might affect your pricing models. You might be serving a particular niche industry as an MSP where the sector is largely underfunded, for example.

IT Complexity and Service PortfolioClients’ requirements can be tricky to pigeonhole into your pricing model if they are vast and will require a lot of work to implement. This will require some analysis on your part sometimes to see if your pricing model will work, or if it needs a hybrid approach.

Client ScalabilityIf your clients are looking to grow and scale quite quickly, certain pricing models can come across as restrictive if there’s little wiggle room.

Complex tier structures can be less forgiving than per user/per device pricing if the client is in the process of expanding their operation.

Competition and Other Financial ChallengesAnalysis of competitors offerings and market forces may influence how you structure pricing models for your own business.

You can align your pricing in ways that offer an alternative to your customers or follow best practice advice from your peers. Either way, both angles are worth researching if you are thinking about changing your pricing model.

Before Changing Your Pricing PlansBefore you go ahead and implement a new pricing model, there are some steps you need to take for the best result. Though some of these may seem obvious, they’re worth bearing in mind in how they’ll affect your business, your team, and of course, your clients and prospects.

Consult with Your PeersSpeak to other MSPs in your peer group and ask them for advice. They will have different perspectives to offer you.

The benefit of their wisdom can steer you away from mistakes before you make them.

Conduct a Thorough AnalysisIt’s a bold step to introduce a new pricing structure, so make sure you’ve looked at the pros and cons of moving to a new model. Be aware of the limitations in your new pricing structure and don’t rush into it.
Train Your TeamEnsure your team are aware of the new pricing plans and when they’ll come into effect for each customer – especially your sales team.

If training is required, ensure that this is carried out before the pricing model takes effect.

Communicate with Your Clients and ProspectsSome may be happy with your decision to try something different and will happily move across to a new pricing model when their contract is up for renewal. Some will not be as happy, and you have to decide if it’s worth keeping those clients.
Ensure Marketing Collateral is All Up To DateFrom the prices on your website and social media to email newsletters and any printed materials, your pricing needs to be clear and consistent throughout.

ConclusionWith many different pricing models available for MSPs, there should be one to suit any business. Finding the one that suits you and the sorts of clients you want to attract needs careful consideration.

To balance the benefit of monthly recurring revenue in a way that brings value for the client and profitability to your business is desirable. However, how you market and maintain this is completely up to you.

Have you had to adjust your pricing model when moving from a break/fix support business to a fully-fledged MSP? Did it work out well, or were there some areas that could have been handled better? We’d love to hear your experiences in the comments.

You Might Also Be Interested In* Maximising Your MSP’s Marketing with Proven Social Proof Strategies * TubbTalk 159: How to Use Personal Branding to Boost Your MSP’s Reach * CompTIA UK&I 2024: Remarkable Insights For Excellence And Innovation

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Keeping up with today’s cybersecurity threats can seem difficult, but what if you could you fight back against the hackers? With the right tools, managed service providers (MSPs) can adopt a more proactive approach to cyber defence.

During the summer, Huntress hosted a series of webinars to show you how their cybersecurity solutions help you to defend your clients’ businesses.

The 30-minute virtual event featured a swift demonstration and tour of the Huntress platform, followed by an ‘Ask Me Anything’ Q&A session.

Huntress Security Platform: Demo and AMA (Ask Me Anything)These webinars give attendees a quick look at some of the features that the Huntress platform has to offer.

The speakers for the session that took place on the 7th August 2024 were:

John Brennan, Sales Engineer at Huntress
Henry Washburn, Manager, Sales Engineering at Huntress

Jesse Nine, another Sales Engineer at Huntress spoke at some of the other sessions, but wasn’t present in this particular virtual presentation.

The Huntress platform provides protection and threat intelligence to managed service providers and their clients.

Webinar: Meet Huntress: Demo and AMA ReplayIf you want to catch a replay of this webinar, you can find it here.

A Tour of the Huntress PlatformJohn logged into the system and showed us the Command Center. This is a hub where all the Huntress products converge.

MDR for Microsoft 365
Managed EDR
Security Awareness Training

Imagine a sort of home page dashboard where key information is displayed to the MSP about users and endpoints. This page displays the triage feed for incidents and escalations, alongside widgets that provide key metrics at a glance.

From here you can drill further into the detail and select information on individual hosts.

Host surveys are carried out every fifteen minutes revealing up-to-date information and providing context for any incidents as and when they occur.

Incidents and Alerts in the Huntress Security PlatformIncidents are shown on the dashboard as either active or resolved, and also reported are the number of EDR signals that have been investigated.

When an alert comes into the EDR platform an agent assigns it to themselves to it and begins an investigation. They always prioritise the most critical alerts first.

If an incident is critical, the analyst can isolate the host to prevent any further egress or escalation of the problem. This could include:

Lateral movement across the network
Elevation of privileges
Setting new email mailbox rules

The MSP partner may release the host from isolation if they believe the activity that was marked as suspicious is, in fact, legitimate.

Huntress agents won’t release an isolated host without speaking to the MSP partner first.

An Example of an Alert: Business Email CompromiseWhen looking into an alert, the agent knows what to look out for if ‘Business Email Compromise’ is suspected.

Key signs include: unauthorised access, new mailbox rules, added users and privilege escalations.

Remedial actions against the incident can be manual or automatic, and then follow-up action suggestions will recommend things like policy changes and password resetting.

Unwanted Access Microsoft 365You can set rules for what can access your M365 accounts and from where.

This can be as granular as you want it to be and can be set at the user level or organisation level.

For example, you can allow access from specific countries only, while also make an exception for users who may require access while they’re on holiday.

Security Awareness Training to Help Educate Users on Today’s Relevant ThreatsHuntress create episodic education content in the form of short animations called Curricula. The purpose of these animations is to be insightful, short and entertaining and to be accessible to users who might not be very technical in their jobs.

‘Curriculaville’ is the setting for the characters in these animations, and the episodes all create an ongoing story. Henry explained that having a familiar group of characters helps users to learn and retain the information more easily.

Phishing SimulationsTo test what users have learned, you can send out phishing simulations as part of a campaign.

Phishing Defence Coaching (PDC) is another tool Huntress SAT employs to reinforce learning in end users. PDC comes into play if users are caught out in the phishing simulation.

If this occurs, the simulation will issue a warning and then explain what you’ve done wrong. It will also explain why the email link you’ve clicked on is suspicious and what the attacker is trying to do to pressure you into action.

Question and Answers about the Huntress Security PlatformQ1: If we want to find out more, where can we go or who can we speak to?

A1: You can start a free trial or schedule a demo at Huntress.com

Q2: Do users receive certificates for completing Curricula modules, and can you see which users have completed specific modules?

A2: Curricula will notify users of new episodes to complete and keep a record of which episodes they’ve completed. The system notes the episodes that each user has completed, so that you can see at a glance who has viewed the content and who has not.

Conclusions About the Huntress Security Platform DemoAs a short webinar, the demo was a very quick tour of the platform’s features and the potential it shows to MSP partners.

The constant monitoring of endpoints, as well as M365 identity access, gives businesses piece of mind. While the security awareness training helps users to spot and react to suspicious phishing emails. Helping you to build a robust human defence for your business.

Have you been considering a change to your cybersecurity provider? Perhaps you’re thinking about moving to a cloud-based platform that covers threats attacking your network? Or improving the security awareness of your end-users? We would love to hear about it in the comments.

You Might Also Be Interested In* Complement Your Cybersecurity Strategy with Security Awareness Training * TubbTalk 155: How To Stop Mac Hacks In Their Tracks and Bolster macOS Security * Phishing Defence Coaching: A Targeted Approach To End-User Security Training

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Tubbservatory Round-Up – Tools and Resources for Your MSPEach month, Richard Tubb delves into the internet to find the most crucial resources. And he curates a unique collection tailored for IT Managed Service Providers (MSPs) who want to thrive in their industry.

Welcome to the Tubbservatory! An engaging video series that highlights meticulously selected articles, podcasts, events and more, all geared toward IT innovators.

Introducing the Tubbservatory Round-Up #31, your portal to the July 2024 edition! We’ve gathered all of this month’s episodes for you to enjoy.

And make sure you check out the links to these invaluable resources at the end of this post!

This month’s topics include MSP hires, Carbon Emissions, AI, Events, Answering Service, Cybersecurity, Inbox, Podcasts, Pen-Testing.

Tubbservatory: The July 2024 Round-Up VideoTubbservatory Round-Up #31: July – Week 1#1 The Evolving Landscape of the MSP Business Report 2024We kick this week off with The Evolving Landscape of the MSP Business Report 2024.

In this annual report, commissioned by Barracuda MSP, over 700 MSP decision-makers from around the world were surveyed, with some interesting insights.

For instance, 97% of the MSPs surveyed expect to increase their service portfolio with around six new services on average in 2024, with a heavy focus on security.

This report is a free download, and I’d highly recommend it to all MSPs.

#2 Avoiding Bad Hires: 6 Top Tips for Awesome MSPs & Inhouse Tech TeamsAn article that caught my eye was “Avoiding Bad Hires: 6 Top Tips for Awesome MSPs & Inhouse Tech Teams” from Jane Matthews of Wildcat Careers.

Matthews gives her expert in-depth advice on making good MSP hires, including comprehensive screening techniques.

If you’re an MSP employer, then this is a superb article to read.

#3 How 25 UK Resellers and MSPs Are Addressing Their Carbon EmissionsThe IT industry takes a heavy toll on the environment, so I was pleased to see this article on How 25 UK resellers and MSPs are Addressing Their Carbon Emissions.

Taken from the ‘Channel Race to Zero’ report by Doug Woodburn of IT Channel Oxygen. So, this article should give MSPs ideas on how to improve their environmental impact.

#4 Nothing Happens by Itself – Even With AINothing Happens by Itself – Even with AI, says MSP legend Karl Palachuk in his latest video.

AI is a tool (or is built into tools). But you need to learn to use your tools, says Palachuk. And he offers some thoughts on the best and worst practices with AI in business today.

#5 SuperOps SuperSummit Virtual 2024: Navigating TomorrowThe biggest Managed Service event of the summer takes place on July 17th 2024, as the SuperSummit Virtual hits the airwaves!

Organised by SuperOps, this year’s SuperSummit virtual embraces the theme Navigating Tomorrow: Crafting the The Future-Ready MSP.

There are two tracks for attendees — one for MSP owners, and one for technicians.

Speakers include Rob Rae and Rex Frank of Pax8, Arvind Parthiban and Juan Fernandez of SuperOps, Tracie Orisko of Huntress, plus Erick Simpson, Paul Green, Ian Luckett, Amy Luby, myself and many others.

Tubbservatory Round-Up #31: July – Week 2#1 Support Clients 24/7 With an MSP Answering ServiceTelephone interruptions are a necessary part of any MSP’s life, but they can be a bane to productivity.

So, MSP-friendly call answering service AnswerConnect really caught my eye as a potential solution for MSPs looking to grow their business.

Unlike most call-answering services, AnswerConnect integrates with the top Professional Service Automation (PSA) and Helpdesk tools, and they really understand the MSP market.

AnswerConnect also offers out-of-hours call answering, and custom forwarding and relay rules for tickets.

If you’re looking to reduce those telephone interruptions and regain your MSP’s productivity, this solution could be the answer.

#2 The Checklist Manifesto: How MSPs Can Get Things RightA book I’d highly recommend to MSPs is The Checklist Manifesto by Atul Gawande.

In my opinion, checklists are the superpower of any IT business, and in this book, Gawande explains how checklists can be used to deliver consistently superior service for any organisation.

#3 Manifest.lyTalking of process, if you’re looking for a simple, but really powerful tool to manage your checklists, then we highly recommend Manifestly – A Checklist App for Teams.

Manifest.ly is an app that allows you to create checklist templates to help you effectively manage recurring tasks within a team.

We’ve used Manifestly internally within Team Tubb for many years now, and it’s simple to use, but with powerful features.

#4 Interview From Tampa at the SuperOps Super Summit – Arvind ParthibanA video that caught my eye was the IT Business Podcast, with host Marvin Bee catching up with SuperOps CEO, Arvind Parthiban.

Parthiban talks about how SuperOps have created a buzz — no pun intended, Marvin — simply by focusing on MSP education and networking, rather than sales pitches.

If you want an insight into why SuperOps are taking the MSP world by storm, then Marvin does a superb job with this video podcast interview.

#5 Helping You Take Your MSP to the Next LevelThe rumours are true! The Tech Tribe are running their first conference for MSPs!

The illustrious leader of The Tech Tribe, Nigel Moore, announced that ScaleCon 2024 will be taking place between October 2nd-4th at The Linq in Las Vegas, Nevada, in conjunction with the team at MSP Camp.

Tickets will be on-sale soon, and this event is expected to sell out extremely quickly, so if you’re not already a Tech Tribe member, now is the time to join up. To give you a nudge, use the link on-screen for a 49% discount on your first month’s membership.

Tubbservatory Round-Up #31: July – Week 3#1 UptimeLIVE: Innovation, Reliability and Scalability for MSPsWe kick off this week with huge event news, and as MSPs know all too well, many IT conferences can be… less than thrilling.

Well, with the MSP event in need of a new high bar for quality, Jason Kemsley and Bradley Munday of Uptime have announced Uptime Live for September 17th 2024 in London.

Uptime Live promises to set a new standard as a business strategy event for MSPs, with zero vendor pitches, and highly valuable sessions.

In addition, Uptime Live will feature top notch speakers from outside the MSP industry, and a focus on business growth.

Uptime Live promises to be an event not to be missed. I’ll be going, and I hope to see you in London on Sept 17th!

#2 Stop Mac Hacks in Their TracksHow can MSPs stop Mac hacks in their tracks?

Well, with cybersecurity specialists Huntress recently announcing their macOS endpoint solution for MSPs, Huntress’s Stuart Ashenbrenner and Wes Hutcherson give MSPs some great practical strategies to combat the growing macOS threats and stop hackers in their tracks in this video.‍

With the lightning-fast speed of modern-day macOS-specific threats and the hackers behind them, this is a video every MSP should watch.

#3 Beeper – All Your Chats In One AppNow, we’re all overwhelmed with multiple inboxes for messages, right?

Well, an app I’ve found super useful is Beeper — which pulls all your chats into one place.

Beeper works with WhatsApp, Facebook Messenger, SMS, Slack, Teams, LinkedIn, Telegram, Signal and many more services, and is available on both desktop and app for Android, iOS, Windows and Mac.

#4 How to Turn Bad Day Into a Great Day With Ian LuckettWe’ve all experienced the pain of a bad day in business, but in his latest podcast, Ian Luckett shares his techniques for turning a bad day into a good day!

At the heart of this episode is Ian’s exercise of ‘red and green language’ and what we need to do to help us progress and grow as individuals as well as business leaders.

5 The Fastest Data in the WorldIf you’re struggling with slow broadband, then you’ll be blown away to learn that researchers have created a data link that can reach speeds of 800 gigabits per second – or more than 11,000 times the average UK home broadband speed!

Scientists at the Large Hadron Collider (LHC) in Switzerland, working with equipment from Nokia, set up a data link to The Netherlands, which produced the record breaking data speed. And yet I still can’t get a decent mobile signal in Newcastle City centre! Sigh.

Tubbservatory Round-Up #31: July– Week 4#1 How A Penetration Test Uncovered Astonishing Network FlawsWhat happened when I ran a Cybersecurity Penetration test on my home network?

I recently asked Cybersecurity experts Endida to run their AI-based autonomous Pen-Test on the device-heavy network at Tubb Towers and the results were… surprising!

In our latest article, I take a deep-dive into how Endida’s MSP-friendly Pen Test offering works, and how MSPs can use it to keep their clients safe.

#2 Erick Simpson’s DISC Overview: #1 DISCIf you’ve ever wondered what DISC Personality Profiles are, and why they are so popular with MSP teams, then MSP Legend Erick Simpson has a video for you.

In this video, Simpson explains DISC Behavioural Profiles and how they are used in hiring and team building processes to ensure the right people are in the right seats on the bus doing things right.

#3 TrundlIf you’re finding your team stuck behind a keyboard far too much, then an app that is becoming very popular with MSPs is trundl.

trundl is a walking for charity app that helps you and your team make a personal impact on important areas of life, like health, charity support and environmental protection.

The app turns every walk into a charity donation. So trundl gives you and your team good reasons to go out and boost your wellbeing, no matter how far or fast you can go.

#4 Business Insights Podcast – Recruitment State of Mind With Debby Clements of Pax8Recruitment always poses a challenge for MSPs. So, a podcast that caught my ear was Paul Croker of The Business Insights Podcast speaking with Debby Clements of Pax8.

Clements shares how MSPs can go “Beyond the Resume and Embrace the Power of Interviewing the ‘Whole Person’.”

If you’re an MSP employer, this episode is definitely worth listening to.

#5 Pax8 Beyond EMEA 2024Pax8 Beyond EMEA takes place in Berlin, Germany between 13th-15th October, 2024.

And the event is now 50% sold out!

Attendees can expect to master cybersecurity techniques, learn how to grow their MSP business, and elevate their team’s capabilities. There’s three days of immersive, groundbreaking sessions with leading industry speakers, MSPs and vendors.

Grab your ticket now. I hope to see you there!

Links to the Resources Mentioned in this Round-Up

From Week 11. The Evolving Landscape of the MSP Business Report 2024 2. Avoiding Bad Hires: 6 Top Tips for Awesome MSPs & Inhouse Tech Teams 3. How 25 UK Resellers and MSPs Are Addressing Their Carbon Emissions 4. Nothing Happens by Itself – Even With AI 5. SuperOps SuperSummit Virtual 2024: Navigating Tomorrow

Mentioned in Week 21. Support Clients 24/7 With an MSP Answering Service 2. The Checklist Manifesto: How MSPs Can Get Things Right 3. Manifest.ly 4. Interview From Tampa at the SuperOps Super Summit – Arvind Parthiban 5. Helping You Take Your MSP to the Next Level

Week 31. UptimeLIVE: Innovation, Reliability and Scalability for MSPs 2. Stop Mac Hacks in Their Tracks 3. Beeper – All Your Chats In One App 4. How to Turn Bad Day Into a Great Day With Ian Luckett 5. The Fastest Data in the World

And Week 41. How A Penetration Test Uncovered Astonishing Network Flaws 2. Erick Simpson’s Disc Overview #1 Disc 3. Trundl 4. Business Insights Podcast – Recruitment State of Mind With Debby Clements of Pax8 5. Pax8 Beyond EMEA 2024

How You Can HelpAs we wrap up Tubbservatory Round-Up #31, let’s get excited for August!

Got something awesome to share? Whether it’s a handy tool, a great article, or an interesting tip, drop it in the comments below. Let’s keep the knowledge flowing—your input means a lot!

You Might Also be Interested in* Why you Should Encourage Your MSP Employees to Switch off on Holiday * TubbTalk 153: The Godfather Of Modern Productivity: How To Leverage GTD For Teams * Phishing Defence Coaching: A Targeted Approach To End-User Security Training

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Security awareness training (SAT) is a way for businesses to protect themselves from cyber attacks that specifically target the people that work for you.

As a managed service provider (MSP), you already know there are many sophisticated tools to prevent unauthorised access to your systems and data. This is why attackers employ a variety of tactics to target the staff of the businesses you support.

Therefore, there’s a great opportunity here to offer and encourage security awareness training for your clients. And to reduce the risk of cyber-attacks against their businesses.

What is Security Awareness Training?Security awareness training is any form of education for staff in being able to spot, avoid and respond to cyber threats.

It’s also about establishing best practice in all aspects of digital safety.

The idea is to create a culture within the business where employees are equipped to better protect data assets and limit access. And to not fall prey to social engineering tactics.

SAT training can come in a variety of forms, often by design, to make the learning easier to digest. Effective engagement is key to ensuring staff take on board the lessons and apply them in practice.

Vendor partners who offer Security Awareness Training include:

Huntress Security Awareness Training
Usecure Human Risk Management
KnowBe4 Security Awareness Training

Social Engineering Tactics – How Attackers Find Our WeaknessesSocial engineering is a tactic employed by attackers to manipulate and lure end-users into taking an action that helps them hijack systems or steal data. They do this by exploiting human psychological weaknesses in a number of clever ways.

Here are just a few of the techniques employed by attackers every day to exploit us:

PhishingPhishing is a technique that uses an electronic communication medium, usually email, to illicit sensitive or confidential information. It usually involves coercing or enticing users to click a malicious link. They do this using language to convey urgency, or some other psychological trigger.

It’s one of the most common types of cyberattack in circulation today. More sophisticated phishing attacks can target specific employees, which is called spear phishing or whaling.

Business Email Compromise (BEC)This method involves the attacker attempt to trick a senior executive or budget holder into sending money or divulging confidential information. Sometimes the attacker will spoof the email of someone in the organisation with the authority to request one-off payments in this way to make them look more legitimate.

Watering Hole AttacksIn this type of attack. The criminals compromise a ‘trusted’ website frequented by an organisation with the aim of distributing malware through malicious links. This website will usually be one with low security which can be manipulated to trigger a malicious payload, which unwary users may not notice. Supply chain attacks work in a similar way.

5 Tips for Effective Security Awareness Training ProgrammesHere are a few tips to consider when defining a security awareness training programme:

1 Set Regular Training IntervalsThough mileage will vary from one business to the next. It’s generally considered that every three months is a good target to aim for regular training. Some argue that monthly or bi-monthly is better, but there’s an argument that conducting training too often will result in a lack of engagement.
If you discover that many employees failed a phishing simulation, then you may need to increase this frequency.

2 Ensure Training is Relevant and EngagingPowerPoint training slides can be somewhat dry and unengaging for most people. Especially if the subject is IT, and they’re not really IT-minded people.
If you’re able to use real-life examples in the training that will be much more effective. However, using a mixture of visual media for learning, backed up with quizzes to reinforce the knowledge works well too.

3 Cover Essentials and Topical ThreatsTraining topics should cover the broad spectrum of threats staff need to look out for in phishing attacks. It should also cover good practice in security, from handling data to using public wi-fi.

It’s important to explain the ‘why’ along with the ‘what’ in order to build an effective security-savvy culture.

4 Perform Regular Phishing SimulationsTo ensure employees are putting into practice what they’ve learned, phishing simulations are an effective tool to deploy to see how effective the training has been.
It’s better to test the human factor in your business in this way, than wait for a real-life attack.

5 Measure the Impact of TrainingMeasuring the impact of the training is important because you can see if it’s working or not. Running a post-training quiz will demonstrate whether employees have understood what they’ve learned.

Comparing these results with the results of simulated phishing campaigns also demonstrates the effectiveness of the training. And helps demonstrate the value of security awareness training to your clients.

Why SAT Training is an Essential Component in Cyber Risk Reduction StrategiesAccording to the Cyber Security Breaches Survey 2024, produced by the UK Government last. The most common type of attack to breach UK business last year were Phishing attacks. With 84% of those surveyed being affected.

If businesses are not training their workforces to spot malicious emails as a bare minimum, they’re leaving themselves open to attack. Also, for the best results, that training needs to cover much more than suspicious-looking emails.

Training needs to be engaging, relevant and regular if you want to get the most out of it. As an MSP, encouraging a security awareness training programme for your clients, is a very worthwhile endeavour, especially if you can demonstrate the value with phishing simulations.

Have you seen the value of promoting security awareness training for your clients? We’d love to hear your story in the comments.

You Might Also Be Interested In* Why MSP Owners Should Schedule a Mid-Year Business Review * TubbTalk 151: How to Uncover Cutting Edge Cybersecurity Solutions for MSPs * Phishing Defence Coaching: A Targeted Approach To End-User Security Training

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Many IT Solution Providers and Managed Service Providers (MSPs) are familiar with a cybersecurity penetration test.

Historically, MSPs have employed third-party cybersecurity experts to do manual penetration tests on their clients’ networks.

However, advances in Artificial Intelligence (AI), Machine Learning (ML) and other technologies have changed things. MSPs are now being given the option of using automated penetration testing.

So, I did some research to see if these automated penetration tests are as effective and reliable as a manual pen test run.

I asked the team at UK-based cybersecurity specialists Endida to run a thorough automated pen test of my home network.

As you’re about to read, the results of the penetration test were surprising!

What is a Penetration Test?Before we dive into Endida’s work, let me explain exactly what a penetration test is.

A penetration test, often referred to as a “pen test,” is a simulated cyber attack against an IT system, network or infrastructure. The goal of the pen test is to identify vulnerabilities that could be exploited by cybercriminals.

Traditionally, pen tests have been conducted by ethical hackers who use a variety of tools and techniques to probe a system with the aim of uncovering security weaknesses before malicious actors do.

The results of a pen test often provide valuable insights to an MSP into the security posture of their clients’ systems, revealing recommendations for strengthening defences and mitigating potential risks.

What is Automated Pen Testing?As mentioned, there is a new breed of AI/ML-based automated pen tests becoming available to MSPs.

These pen tests are still run by cybersecurity experts. But rather than manually probe an infrastructure for vulnerabilities, an automated pen test relies on artificial intelligence to scan a system and highlight issues.

UK-based Endida is a cybersecurity company that offer an Autonomous Penetration Testing platform — or Pen Testing-as-a-Service (PtaaS).

I engaged Endida’s founder and CEO Ian Schenkel to perform an automated pen test of my home network here at Chez Tubb.

My Home InfrastructureThe Network Cabinet at Tubb Towers. Our home network definitely leans towards the Prosumer setup.Now, being a huge tech geek, my home network contains:-

A multitude of IP-based security cameras
A Network Attached Storage (NAS) server
A CAT6e-based ethernet network, spanning multiple switches and routers
A mesh-based WiFi network
Desktop PCs, Raspberry Pi machines, Laptops, Printers and Scanners.
Dozens of home automation devices

In short, my home network is very much a “prosumer” setup, and probably contains more devices than the majority of MSPs’ typical client networks.

Therefore, I was intrigued to see how Endida’s automated pen testing would perform against my infrastructure.

Preparing for the Pen TestAfter engaging the team at Endida, Ian jumped on a call with me to understand my home network.

Surprisingly, Ian said that the pen test wouldn’t just look at devices on my network, but would also test cloud-based systems such as our web-site, DNS, email and other services.

I provided Ian with details of names and websites registered to my company, to enable Endida to create an “Asset group” they could run tests on.

In order to facilitate the pen test, I was given some instructions on setting up a laptop to host the pen test on my home network.

The laptop — which had a decent, but not powerful spec (16GB RAM, Quad Core CPU 20GB free HDD space) ran a virtual machine.

We used the freely available Oracle VM VirtualBox Manager. The Endida team install their automated pen testing platform onto it. It’s based on Horizon3.ai NodeZero software.

Ian and I then scheduled some mutually convenient time to not only run the pen test on my network, but to show me how the entire process works.

Preparing for the Automated Pen TestWithin a few days, Ian and I jumped on a video call. I was introduced to Will and David from the Endida team, who would be performing the pen test.

I had to grant the Endida team permission to remotely access my laptop. Then, they walked me me through setting up an account on their web-based system. Next, the Endida team had to install the virtual machine to run some exploratory tests.

With the Endida team confident the laptop was configured correctly, there was a run-through on how they would configure the pen test.

They made a note of external resources (websites, domain names, etc) the Endida team also asked me if I wanted to inject some credentials into the test.

Injected credentials are typically Windows domain accounts, local user accounts, AWS access keys and similar. Cybercriminals don’t have to work hard to discover these. It includes usernames like admin, administrator, or firstname.lastname user accounts.

The Pen Test then injects those credentials into its process. This will show how far an attacker could get if they compromise a credential within your system.

The Endida platform has a bank of default and weak credentials, which is used to attempt to gain access. So effectively, they guess or brute force the credentials. The testers also perform an OSINT to uncover relevant employee names/company details to guess username/password combinations.

Carrying out the Pen TestOnce these credentials were entered, the automated test would run for 6 hours to discover every device on my network (and beyond!) and ascertain any vulnerabilities.

Once the pen test completed, they would deliver a PDF-based report to me, and schedule a follow-up meeting to explore their feedback on any vulnerabilities that the test found.

And that was it! The setup process was simple, and inside an hour, the automated pen test was off and running.

Monitoring the Pen TestOf course, the whole point of an automated, AI-based pen test was that you don’t have to monitor the test as it runs!

Nevertheless, the geek in me wanted to see any vulnerabilities as they were discovered!

Therefore, I could watch the pen test running through Endida’s Horizon3.ai dashboard. That’s accessed from any machine, not just the laptop being used for the pen test. And I could see the results as they were discovered.

Once my curiosity was met, and I saw the test doing its thing, all that was left for me to do was wait for the results.

The Results of the Pen TestThe next day, the Endida team sent me an email to let me know the pen test was completed!

The Horizon3.ai dashboard is easy to navigate and shows the internal and external pen test results, plus:-

Impacts
Weaknesses
Credentials discovered
Compromised hosts

My network’s overall exposure level was scored as “Medium” (Yellow) with 4 weaknesses, and 1 credential discovered by the pen test.

Thankfully, 3 of the 4 weaknesses were rated as “low”, with SMB Signing not turned on some devices such as my Synology NAS.

More worryingly, the pen test discovered one of my IP-based security cameras had Telnet turned on, with the default credentials still in place. Eek!

The pen test also discovered over 600 different services running on my network, from web-servers I was previously unaware of. And the aforementioned Telnet service, which shouldn’t have been turned on.

Additionally, the pen test highlighted 10 different certificates on my network, many of which were outdated and needed replacing.

The external pen test also found a host of sub-domains and services that we no longer use. So we’ve now flagged those for retirement.

The NodeZero software that Endida uses allows you to download a comprehensive PDF and CSV based reports showing the results of each of the pen tests. You can download a single ZIP file with all the reports, which allows you to then browse them offline.

The Executive Report was especially useful, and Endida tell me that this report can be white labelled so that MSPs can deliver it directly to their own clients.

AI-based Pen Test RemediationOne of the most interesting aspects of Endida’s service was the AI-based remediation platform they provided me, post-test. This is a service that they’re rightly proud of.

Helpfully, the mediation advice includes relevant screenshots and multiple options based on the identified environment. So it’s easy to see what changes need to be made.

Furthermore, the platform allows you to interrogate the results of your pen test in plain English.

For instance, unsure how to fix an SMB signing issue, I could ask Endida’s platform. “What is SMB Signing and how should I secure it against the issue?”

And for MSPs, they are able to charge their end customers for remediation. They just follow the instructions given, and perform a one-click verify to prove to the customer that the remediation was effective.

The AI-based platform then produced a series of easy to understand steps to secure the issue.

This ChatGPT-esque tool will be incredibly useful for any MSP who needs help to understand how to remediate any issues the Endida pen test discovers.

And once you resolve all the vulnerabilities that the pen test finds, Endida allows you to re-run the pen test at no charge, to ensure you’ve not missed anything.

I think that this offer of unlimited pen tests will be of real value to any MSP.

As we shared in Championing the Cybersecurity Right of Boom and the MSP Revolution, anything that enables MSPs to highlight left of boom issues is a bonus.

An unexpected result!But our story doesn’t finish just yet!

The most interesting aspect of the pen test on my home network was an entirely unanticipated one.

Before the pen test, Endida had, quite naturally, sought my written permission to perform the test on my network.

After all, running a pen test without permission is dangerously close to being seen as a hacker!

However, during the test routine, my wife, who works for a local government authority in the education space, had arrived to work from home and connected to our home WiFi.

Being a part of the network, the AI then ran a penetration test on my wife’s laptop. And scarily, it found some serious vulnerabilities.

Suffice to say, her employer’s IT team absolutely freaked out. And despite explaining the situation, my wife’s laptop was disconnected and her work access was cut off.

What Happened Next?Within hours, Ian at Endida had been connected with my wife’s employer’s IT team, and explained the situation. Ian shared that we were the good guys, not cybercriminals — and that quite by accident, we’d found a fairly serious vulnerability.

Ian went out of his way to give the IT team details of the exploit, and how they could resolve it. However, at the time of writing, we don’t know if things have changed.

The head of IT no longer responds to email enquiries on whether they have patched the vulnerability.

This is very disappointing, as the local authority involved is responsible for some extremely sensitive and critical data of a personal nature. Perhaps the vulnerability has been patched — we really can’t be sure.

I think the lesson for MSPs here is that many internal IT departments are under-resourced. And so they’re overwhelmed when it comes to cybersecurity.

Therefore, if you accidentally find a vulnerability and highlight it to these organisations, don’t be surprised if you, the messenger, are attacked rather than thanked.

ConclusionAs we’ve seen, there are now more cost-effective ways for an IT Managed Service Provider (MSP) to support their clients. But today, an AI tool can carry out a cybersecurity penetration test on any network.

And many of them offer retesting as part of the price, so there’s no cost for making sure updates have worked. So it’s easier and cheaper than ever for MSPs to keep their clients’ data safe.

However, thanks to Artificial Intelligence/Machine Learning, MSPs are now able to engage autonomous, or automated pen testing to keep their networks safe.

Companies such as Endida provide these autonomous pen testing services in affordable, easy to access solutions for MSPs.

And the AI pen testing solution they offer is backed by years of experience from cybersecurity experts. These experts can help an MSP to resolve any vulnerabilities. Hopefully, my experiment with Endida’s Continuous Penetration Testing platform on my home network will reassure you that it works.

So clients will look to MSPs for more cybersecurity advice, guidance and the responsibility for keeping their infrastructures safe. I can see autonomous pen testing becoming a serious weapon in the arsenal of any MSP business.

Do you have any experience with automated pen testing? Is autonomous pen testing useful within your MSP business? Or do you have concerns about handing across the keys to your infrastructure to an AI-based solution? Get in touch, or leave a comment below with your thoughts.

You Might Also Be Interested In* Podcast – TubbTalk 106: Application Allowlisting, Cybersecurity and Ringfencing * Article – How Huntress’ Product Lab Shares News, Trends and Improvements with Partners * Podcast – TubbTalk 138: How to Become the Go-To Threat Operations Expert for MSPs

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In this interview, Richard speaks to Fiona Challis. She’s been in the IT industry for over 25 years, firstly in corporate and then running a sales training company. Now, she’s passionate about mindset, personal development and energetics.

Feeling like she needed a change, Fiona left the sector to grow, explore and try new things. She’s been helping women with their development, and gone on a journey of her own.

An Interview with Fiona ChallisWhat are Energetics and Mindset?The easiest way to understand energetics, Fiona says, is that it’s like a frequency. “So take a sales team – you can tell which ones are going to implement the strategies you teach them. And which won’t. Because you can feel the frequency they’re on.

“And it’s the same in the world of MSPs. If you want success and the right results, you need to tune into that. Strategies are so important, but it’s the mindset and energetics behind them that determine the results you get.

“You could give multiple MSPs the same strategy and yet they’d all have very different results. And that’s because of the energetics.”

How Mindset Impacts Leadership Team PerformanceMindset has a direct impact on the results a MSP gets. But before that, Fiona says, you have your beliefs: “The way I see it, my beliefs and behaviours determine my results.

“So if you want to improve results, you have to work with your people. Support them to remove limiting beliefs and empower them for success. That in turn affects their mindset to be more positive and growth-oriented.

“And that drives the right behaviours in your business and that drives results. You’ll really see a change when that happens. And it’s nice and simple when you look at it that way.”

How MSP Leaders Can Model the Right Energy for Their TeamsLeaders have to lead from the front, even if they don’t believe in meditation or mindfulness. Because that doesn’t mean that their teams won’t benefit from it, says Fiona.

“So when you’re the leader of an MSP, you have to see things beyond your own world and what will work for your team. Just because it’s not for you, doesn’t mean it’s not for them.

“Be open to having that growth environment for your people. Introduce new practices and methodologies. Anything that helps them to step into a bigger version of themselves.”

What is Self-Awareness?Self-awareness is the path to being self-led. Imagine you ask a team member to describe who you are. What would they say? That’s step one. Second, ask yourself: “Am I the same person, with the same behaviours, in work and outside of work?

“Because leadership isn’t a 9-5 job,” Fiona explains. Instead, “It’s who you are as a person, a natural leader. And it’s not what you do when you’re at work. Are your work and personal selves congruent?

“What would your staff say about you? Would they recommend you as a leader to other people? Because how we see yourself sometimes is not how your staff see you. So the trick is to make sure the two of them are the same.”

Tips for Maintaining a Positive MindsetFiona explains that she’s changed her whole routine and her life and business have completely transformed. And that’s because her focus is on energetics, mindset and embodying everything she’s learned.

“For example, my day now starts with movement because movement changes your state. So I’ll go for a walk or to the gym. If I’m stuck for time, I do a walk-in meditation rather than do it separately.

“By having movement, meditation and moments of gratitude, I start my day off the right way. I think about what I’m grateful for each day. I have one foot in desire – what do I want to achieve in the future? And the other in gratitude. That leads to balance and a clear mindset.”

How Modern MSPs Can Create a Mindful WorkplaceFor newer MSPs who want to build a strategy that includes the elements of energetics and mindset, Fiona has some clear advice: “Put 20% of your business plan on strategy. And the other 80% on the rest.

“Because I can guarantee if you do the mindset and the energetics of your business first, any strategy you implement will work. Don’t just assume that what’s working for everyone else in the industry will work for you.

“Instead, take time to find the right strategies for you to take you where you want to be. When you build a business that way from the start, you’ll be excited about it. And you’ll be passionate about growing it and you’ll love what you do.”

How to Connect With Fiona Challis* Connect with Fiona on LinkedIn

Mentioned in This Episode* TubbTalk interview with Fiona: How to do Awesome MSP Sales

You Might Also be Interested in* Podcast: How Journaling and Trying New Things can Improve Your Business and Your Life * Applying an Adventurous Mindset in Life and Work for Robust Mental Fitness * Podcast: What do Mid-Life MSP Owners Need to Know for Better Health and Wellness?

The post TubbTalk 160: How to Harness Personal Power, Energetics, and Mindset for MSP Success appeared first on Tubblog: The Hub for MSPs.

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Do you ever find yourself overwhelmed with the sheer number of instant messenger and chat apps you need to use? Wouldn’t it be nice to have all your chats in one app?

In this article, I share one of my favourite finds of the week — a website, tool or an app that has impressed me.

My Friday Favourite this week is Beeper – All Your Chats In One App.

What is it?Beeper is a unified chat app.

Thanks to Beeper, you can send and receive instant messages and chats with friends, family and colleagues on 14 different chat networks, all from within the one app.

How much does it cost?Beeper is free to use.

All Your Chats In One AppI’ve written before about How to manage e-mail overload.

But, nowadays, email is just one of the many types of messages we are bombarded with each and every day.

Personally, I find it difficult to keep up with the inboxes across various different platforms.

On a personal level, it might be irritating to friends and family that you don’t respond to your Facebook messages promptly.

But on a professional level, there’s a certain expectation that you’ll respond to LinkedIn or Slack messages in a timely fashion.

The trouble is, to read and respond to these messages, you need to open up the application. Once you do so, you’re then often distracted by other content — such as status updates.

Wouldn’t it be nice if you could read and respond to all your messages, across all platforms, in one application?

Beeper is a unified inbox for all your messages.

The Beeper app is available for Android, iPhone, iPad, ChromeOS, macOS, Windows and Linux.

Beeper supports the following messaging platforms:-

WhatsApp
Facebook Messenger
Twitter
Android SMS
Google Messages (SMS/RCS)
Telegram
Signal
Matrix
Slack
Google Chat
Instagram
IRC (Libera.chat)
Discord
LinkedIn

The messages in Beeper synchronise automatically, so you don’t have to worry about missing any messages.

Beeper is entirely independent, and the Beeper team share that they have no relationship to, or endorsement by, Apple, Google, Facebook, or any other of the supported chat networks.

The news that Beeper is joining Automattic means that there is no longer a wait list to join and use Beeper, and the product is entirely free to use.

In short, Beeper has transformed the way I manage my messages. It’s reliable and powerful.

How can I get it?To find out more, visit the Beeper website.

You can download Beeper for free for Android, iPhone, iPad, ChromeOS, macOS, Windows and Linux.

You can also follow @onbeeper on Twitter, or visit the the Beeper LinkedIn page.

You Might Also Be Interested In* AgoraPulse – Inbox Zero for Social Media * My Experiment in reducing my emails by a quarter * Sanebox – Email Management Software

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Hopefully, you can see the benefits of doing a regular business review. Put in your calendar, get the whole company involved, and feel more organised and able to hit your goals.

Whether you’ve decided to use the 3,2,1 methodology or not, here are some key elements to consider for your MSP business reviews.

Start Your Business Reviews with an Executive SummaryThe executive summary is exactly as it sounds. Put it right at the top of the final report. You might find that you write this last, once your analysis is complete. But what should it include?

Pick three to five of the most important findings of your latest business review. Make sure you include successes as well as failures. Keep it short and to the point, and make it clear what the key takeaway is. This makes it easier for readers to identify the one core action to work on for the coming quarter.

Key Performance Indicators (KPIs)Regularly setting and reviewing your KPIs allows you to make the right decisions about projects, client work and the overall direction of the business. Your MSP’s KPIs will be different to your competitor’s, so don’t copy someone else’s!

However, the sorts of KPIs you should track include:

Return on investment (ROI)
Net promoter score (NPS)
Churn/turnover of clients
Client lifetime value (CLV)
Marketing results
Services/solutions purchased
Staff turnover
Audience size/awareness of business

Whatever you choose to track, they should all be clearly measurable. And over time, you should be able to see how these have improved (or not). How you track is up to you. How you track is up to you. It can be done in a basic spreadsheet or in Google Sheets. Or if you’d like to be more techy, choose Google Analytics or build a KPI tracker dashboard.

Track Your Marketing MetricsThese can be included in your KPIs if you like. But if you’ve been focused on improving your marketing efforts, then review these separately, or at least in depth. But remember, the QBR isn’t the time to make drastic changes!

Things you might decide to look at here include:

Click through rate
Open rate
Follower numbers
Engagement rate
How people find your website/specific pages
Bounce rate
Cost per lead
Cost per conversion
Keyword rankings
Returning website visitors

Don’t forget that some of these are what marketers call ‘vanity metrics.’ A small audience who engages with your emails and posts regularly is much better than a huge following that never interacts.

Again, you can use a tool like Google Analytics to track performance over time. And it can generate reports to include in your QBR, too.

Identify Your Most Profitable Services in Your Business ReviewsYou should be able to quickly identify which of your services or packages are the most valuable to your business. But knowing what kinds of companies are using them and in what volume (do they pay per licence or per seat?) will help.

Use this information to work out which you should focus on in the coming three or six months. Which services aren’t selling so well? Is this a surprise? And is it worth making a push to sell more, or is it time to retire those offerings?

Client Satisfaction and FeedbackAs we’ve said in previous blogs, it’s important to do a regular check-in with your MSP clients. And it’s probably worth doing a longer meeting at the end of each quarter. You might cover things like licences, their business goals, and any challenges and legislative changes that might impact them.

But it’s also really important to do some kind of satisfaction survey with them. If you want your business to be successful and continue to grow, then you need to know what your customer satisfaction score (CSAT) is. This metric is the most common way to do that evaluation and get a trustworthy result.

So how does it work? Well, it measures how ‘content’ a client is every time they have an interaction with your company. Then, they’re asked to rank their satisfaction with those interactions on a Likert Scale, which is out of 5 or 10. The results are then presented as a percentage.

Send a survey to all of your customers on a quarterly basis and their responses can be turned into numbers which are easier to interpret. But remember to use closed questions! If you want extra feedback, include a free-type box at the end.

Mention Your Goals in Business ReviewsIt might sound obvious, but don’t forget to mention the business goals in your QBR! What have you decided are the three biggest targets you’re working towards this year? (These should have been agreed at the start of the year).

And are you on track to achieve them? What progress has been made since your last review? Have there been any issues? Does anything need to be tweaked or abandoned entirely? (do this with caution!) Make sure the whole company knows the goals and how they’re progressing.

Flag Potential IssuesRegular business reviews mean that you’re aware of where things aren’t going well. That might be internal, or it might be an issue with a customer or supplier. But whatever it is, once it’s been brought to your attention, you’ve got time to fix it.

Depending on what the problem is, you might need to have a meeting with key individuals. Or it might be a training requirement, which you should aim to fix before your next QBR. Make any necessary adjustments to your business goals and reallocate resources if need be.

State Next Steps at the End of Business ReviewsIf you’ve chosen to use the ‘3,2,1 methodology’ we looked at last time, this will be your one core action, i.e.: “Create a timetable of practical actions to complete the removal and reinforcement of your services, systems, and solutions in a timely manner.”

Don’t forget, this action will be obvious if you’ve done the other two steps first – review what’s gone well and agree on two decisions for the business.

But regardless of how you’ve done your QBR, the next steps for the next three months should be obvious. You might choose to highlight these in your executive summary in your final report. It might be necessary to organise meetings with key stakeholders.

Future PlanningYour future plans should come towards the end of the QBR. For most businesses, this refers to how and when they’ll hit their goals. So they’ll have a one to two-year financial goal and review it regularly. Or they may be aiming for a target of X new employees or Y new customers.

But for managed services businesses, I’d say that future proofing is just as important. While most have been able to anticipate the rise in cyber attacks on SMBs, the sudden popularity of AI has caught some of them on the hop.

And as we know from the start of the pandemic in 2020, things can and do change dramatically and suddenly. So what can you do to ensure your business is still relevant in a few years’ time? Can you also anticipate the needs of your clients? And plan ahead to find solutions for them?

Include New Opportunities in Business ReviewsWhat are the new opportunities that have arisen for the business since your last QBR? This includes things like:
New clients
New services
New markets
Selling new services to existing clients
Marketing opportunities
Vendor/supplier relationships
Funding pots
Investors

Which should you focus on first? How will you measure success and profitability? And should you act on these opportunities now? Or should you park them and look at them again in future business reviews?

You Might Also be Interested in* Why MSP Owners Should Schedule a Mid-Year Business Review * How to use the ‘3, 2, 1 Quarterly Review’ Methodology for Better Business Planning * How Technology Business Reviews can Improve Your MSP Client Relationships

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Dermot McCann is the Executive Vice President and General Manager for Kaseya EMEA, having previously worked as General Manager for APAC in Australia. He also has extensive experience in the managed services space.

An Interview With Dermot McCannThe Partner First PledgeKaseya have recently introduced their Partner First Pledge, and Dermot says it’s something that’s really needed in the EMEA. “In the past, we’ve been more like service providers to our MSP customers, and we need to partner with them better.

“We’ve always had a customer-centric approach, but acquiring Datto helped us to develop more of a partner-centric mentality. We want it to drive business globally. That means giving partners more of what they need.

“For instance, we’re reintroducing monthly contracts. And providing consequential loss protection. We believe that we’ve launched a game-changing solution. There may be concerns of price gouging, but I can assure everyone that is not the case at all.”

Why Kaseya 365 is a Game Changer for Their MSP ClientsThe Kaseya 365 has been developed to reflect the needs of the partners’ end customers. SMBs are growing rapidly and their needs have completely changed in the last two decades.

Dermot says: “Even a GP surgery or a fitness centre relies on technology. If they go offline they can’t operate. So their dependence on technology and their dependence therefore on MSPs is exponentially increased.

“But they don’t always appreciate the costs to the MSPs. So we saw an opportunity with 365 to offer RMM, antivirus, ransomware detection, managed SOC and endpoint backup for a single subscription. The MSP provides a secure solution to customers who perhaps didn’t previously prioritise security.”

How Dermot’s Experiences as an MSP Help on the Vendor SideDermot explains: “What I’ve learned through my career in and around the IT services space is that there’s one consistent piece: trust. People buy from people they like and people they trust.

“And that’s what we want to do at Kaseya – develop trust with our partners. I have an insight to what they really want, and I know that consistency is important. We need to work at building meaningful relationships with the MSPs.

“So to ensure that we do that effectively, we’ve had dozens of meetings with partners. We’re listening carefully, taking feedback and acting on it. That’s where the Partner First Pledge came from. We want to walk the walk and talk the talk.”

Why Kaseya are Focusing on CybersecurityMSPs will be aware that there’s a lot of regulatory change happening in Europe and cybersecurity is a big part of it. Kaseya 365 has been launched in part to ensure that cyber is not an optional extra in the industry.

“The evidence we’re seeing is that cyberattacks are increasing, and they’re increasing in the SMB sectors. The threat actors are aware that people will pay the fine once they’ve deployed ransomware.

“So the question for us is, how do you make every customer cyber-resilient? We’ve introduced our cyber insurance fast track, allowing MSPs to offer customers a significantly reduced cyber insurance premium if they have a certain number of our platforms in place. That really gives peace of mind to the SMBs.”

How to Connect With Dermot McCann* Kaseya * Follow Kaseya on LinkedIn * Follow Kaseya on X * Connect with Dermot on LinkedIn * email Dermot

Mentioned in This Interview* IT conference: Dattocon * IT solutions: Datto * Kaseya’s Partner First Pledge * Endpoint management: Kaseya 365 * MSP accountability programme: Kaseya TruMethods * Kaseya cyber insurance fast track * IT management software: ConnectWise * Documentation platform: IT Glue * MSP peer group: The Tech Tribe

You Might Also be Interested in* Kaseya Dattocon Europe: The Latest in IT Service Solutions * Championing the Cybersecurity Right of Boom and the MSP Revolution * How to Help Your MSP Clients to Stay Safe When Using AI Tools

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Defence in depth is a security concept where businesses adopt a layered approach to cybersecurity policies and practices.

The purpose of this is to cover many bases and reduce your overall risk. The idea being that you’re still afforded protection even if one of the elements is compromised.

With so many attack surfaces to protect at all once, and with limited budgets available to small businesses, it can a challenge to put together a strong stack for your clients.

So, what should you be thinking about in a depth of defence strategy? We take a look at what you need to consider.

The Rising Tide of CybercrimeWe can all see from the reports in the media that trends in cybercrime have seen the volume and frequency of attacks increase at an alarming rate in recent years.

These attacks are a threat to everyone. Businesses large and small all need to invest in proper security measures to protect their businesses and their customers. Everyone in the supply chain is a risk and are at risk.

According to Forbes, global cybercrime damages are expected to increase by 15% over the next two years. And with this trend likely to continue, the need for increased regulation will require more sophisticated protection.

The Benefits of a Layered Approach in a Defence in Depth StrategyThere are plenty of reasons why a defence in depth strategy is a strong choice for MSPs.

Complexity of Threats – In today’s landscape, cyber threats occur across a broad spectrum. More than just phishing attempts or malware, your security response needs to cover many more bases than ever before.

Redundancy – Relying on a single security measure is a risky prospect. If the single system you rely on is compromised, then your system is left wide open.

Minimising Impact – With many different tools working in chorus, you can be sure that if you are breached, having a layered defence means you’re less exposed. If an attack gets through your firewall, for example, further egress can be prevented in application security.

Improving Detection and Response – Different security tools are designed to pick up on different triggers, across different stages of an attack. Whether this is a breach, unauthorised activity or modifying files.

Remember: The more complex the defence, the more work it is for attackers to get what they’re after.

World-renowned hacker and security consultant Kevin Mitnick says: “You can’t rely on one single point of protection; the hackers will find a way through, eventually. Defence in depth provides a complex barrier that increases the cost and time needed for an attacker to penetrate, often discouraging them in the process.”

Key Components in a Defence in Depth StrategyWhat defence in depth looks like for your MSP will depend on the sorts of clients you serve. However, here are some of the things to think about when putting your own strategy together.

Having good password hygiene and multi-factor authentication (MFA) is always a good idea for any security strategy. Consider access to systems given to new staff at the onboarding stage with regular robust reviews and off-boarding to revoke access too.

As well as that, here are some other elements your strategy may need to consider:

Network SecurityNetwork security is the control and monitoring of traffic across your network. It covers firewalls, network segmentation, secure VPNs and more.

Here you can deploy intrusion detection and prevention systems, virtually segment your networks and implement conditional access policies.

Application Security

There are many different ways to apply security at the application level. There are conditional access policies, automated patch management and real-time monitoring of the application.

Ensuring applications are coded to secure standards and watching out for zero-day exploits will ensure there’s no easy back-door for attackers to use too.

Endpoint SecurityAn endpoint is defined as a physical device that connects to a network, and includes things like laptops, mobile phones, tablets and other wireless devices.

Whereas traditionally, antivirus software would be protecting your devices from malware, it’s no longer enough to stop today’s sophisticated threats.

Virtual private networks (VPN) or virtual local area networks (VLAN), Endpoint Detection and Response (EDR) are all good examples of methods for keeping endpoints safe. You can also deploy device encryption and endpoint backup solutions if necessary.

Data SecurityData loss prevention (DLP) tools prevent sensitive data from being lost, stolen or accidentally shared. They monitor how files are shared and often employ AI and machine learning to detect suspicious and anomalous behaviour.

Data encryption and data masking can hide sensitive data from unauthorised eyes. Locking down sensitive data can make it difficult for hackers to use this data against you in a ransom.

Backup and disaster recovery tools are there to help you restore your data if the worst happens. The quicker you’re able to recover from data loss the better for your business and your clients.

How Partners Can Help MSPs Deliver Defence in Depth SecurityWith so many areas to manage all at once, and potentially many vendor partners to work with, it’s easy to fall into vendor fatigue. And it means more time spent paying invoices, following product roadmaps and rolling out updates, etc.

Leveraging Vendor Partners’ ExpertiseOne strategy could be to work with partners that already vet and choose complementary vendor products to adopt into your stack.

Pax8 are cloud marketplace specialists who select cloud security products that will bring the most to the MSPs they serve. Any new vendors they select must share this ethos, be ready to integrate with the platform and fill a gap somewhere in their catalogue.

Brigantia are another distributor of cybersecurity solutions who carefully select vendors to help their MSP channel partners grow. They’re active in the MSP community, and keep their finger on the pulse of cybersecurity innovations. This means they can look ahead for products to fill gaps in the market that may compliment their list of partner vendors.

Partnering with an MSSPA managed security service provider (MSSP) is an MSP who’s decided to specialise in cybersecurity solutions. Choosing to partner up with an MSSP could be another solution in adopting a more sophisticated defence strategy with your clients.

This is perfect if you want to focus on other things and let someone else provide specialist cybersecurity management.

Demonstrating Good Practice with Cyber EssentialsCyber Essentials is a UK cyber security certification scheme designed to show an organisation has a minimum level of protection. This is done through annual assessments to maintain certification and is backed by the UK government and overseen by the National Cyber Security Centre (NCSC).

There are five controls that Cyber Essentials covers. These are:

Firewalls
Secure Configuration
User Access Control
Malware Protection
Patch Management

It’s worth noting that while this helps businesses demonstrate effective information safety, there are other frameworks that go further. Cyber Essentials Plus, ISO27001/ISO9001 and other frameworks may be necessary if you support businesses that operate overseas.

The Human Factor in Defence in DepthThe most popular attack vectors in today’s climate involve manipulating people to make mistakes. Social engineering and business email compromise as a result of phishing or smishing is a subtle way to gain access into systems. From there, malware payloads can be uploaded, privileges elevated and data stolen.

This is why it’s as important to consider the preparedness of users to be able spot malicious messages and bad links, and be aware of how much damage they can cause.

Security awareness training (SAT) is an essential component of a modern cybersecurity strategy. It’s just as important as any set of tools configured to minimise risk. I’ll go into more detail about the importance of SAT in another article.

The Challenges of CybersecurityAs we know, effective cybersecurity does not come without its challenges.

For MSPs there are plenty of barriers to putting in place a comprehensive defence in depth cybersecurity stack.

Integration and CompatibilityWith many products to integrate together for multiple customers across a number of different sites, it can difficult to get them all configured correctly in way that compliments other deployed applications, and doesn’t conflict with them.

These pieces of software all impact on the available resources and require updating regularly. Plus any bespoke web services need to be retested each time this takes place to ensure conflicts don’t arise that negatively impact on your clients.

Cost-Benefit AnalysisAs you can imagine, a comprehensive defence strategy is not cheap, and while this is necessary for a robust defence, it can be unnecessary for the clients you manage.

A cost-benefit analysis will weigh up the cost against the financial damage of potential breaches. As well as how long it would take for the business to get back up and running again.

This is why some MSPs have a tiered approach to cybersecurity. A minimum level that you can comfortably provide which still minimises risk. And then some optional extras for those that demand a bit more security.

Staying Ahead of the CurveAs the technology experts it’s your duty to ensure your stack is up-to-date and able to meet the current challenges posed by today’s attackers.

Artificial intelligence has recently given MSPs innovations in the sorts of tools that can be used to thwart attempted breaches. However, AI is also being put to use by attackers too, and so more and more it’s becoming ‘table stakes’.

MSPs need to continue to move with the times and invest in new technology to keep up.

Demonstrating the Value of CybersecurityMany businesses are still under the illusion that they’re too small to be the target of a cyberattack.

As an MSP, especially one who considers cybersecurity essential to modern business success, you should be educating your audience to say that no one is too small. Everyone is a potential target.

You can use examples of recent breaches in the media to showcase how your solution could have prevented that breach. How it limits exposure to similar attacks and how it can save a business hundreds of thousands of pounds.

Other Things You Can Offer in Your Defence in Depth Cybersecurity OfferingAside from those disciplines mentioned, you can additionally offer services that will improve the overall health and hygiene of their business.

Vulnerability ScanningA vulnerability scan performed on a network detects potential weaknesses in an organisation’s defences. These can include unpatched servers, users without MFA enabled and much more. It’s worth regularly running a vulnerability scan as this can reveal vulnerabilities you may not be aware of before they become a problem.

Pen TestingPenetration testing is an exercise that actively tries to gain access to your system by finding and exploiting vulnerabilities.

The testers begin with some initial reconnaissance before launching an attack. This might consist of a mix of social engineering, brute force attacks or SQL injections.

The findings are then reported back to the MSP, who can then act upon that information to shore up any vulnerabilities they discover.

Business Continuity PlanIn that moment when the worst happens, every organisation should have a solid plan in place to get their business back on its feet as soon as possible. Helping a business define its business continuity plan means you’ll know exactly which systems are essential, and the data they’ll need to recover as soon as possible.

Final Thoughts on Defence in DepthIt’s obvious that any security measures you deploy for you clients should complement each other, limit redundancy and keep the risk to their business, and your reputation, at a minimum.

With threats on the rise, both in terms of frequency and sophistication, you’ve got to have your finger on the pulse for up-to-date technology. Consider leveraging the expertise of your vendor partners, or outsource cybersecurity altogether if it suits you.

Remember that manipulating the human element in the supply chain is one of the easiest methods for attackers to exploit. Security awareness training is a worthwhile investment if it’s carried out regularly, and the training is keep up-to-date.

We’re a long way from the basic deployment of antivirus software, firewalls and complex passwords. When attackers do make it past the perimeter fence, making further egress difficult is a wise strategy, and it may be enough to put attackers off completely.

Are you practicing a defence in depth cybersecurity strategy in your MSP business? Or maybe you’ve decided to outsource your cybersecurity offering to an MSSP? Has having a defence in depth approach saved your clients from being the victim of a major hack, or reduced the impact?

We’d love to hear your story in the comments.

You Might Also Be Interested In* In-House or Outsourced Cybersecurity: What’s Best for MSPs? * TubbTalk 155: How To Stop Mac Hacks In Their Tracks and Bolster macOS Security * Sensational Takeaways from The MSP Show 2024

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Victoria Blinova is a senior strategic partner manager at Google, specialising in YouTube deals and leveraging her marketing skills to drive business growth. She is passionate about personal branding as a tool to boost visibility and reach.

Now as a start-up co-founder and advisor, Victoria is deeply engaged in the tech start-up scene all the way across Europe, the UK, and the Middle East, and has experience managing multi-million dollar budgets for retail and real estate executives, along with leading the digital marketing for Nestle’s MENA B2B Business.

An Interview With Victoria BlinovaWhy Victoria Chose LinkedIn to Build Her Personal BrandGiven her role at YouTube, Victoria admits it would make sense for her to use the platform to grow her own personal brand. “I teach people how to use it to raise their visibility. But I realised that video isn’t my favourite format.

“So I decided to use LinkedIn instead. I thought if I know how to create content and build an audience, I can do that for myself. And then I intended to promote it to the YouTube creators I work with.

“I essentially followed the tips that I gave other creators on how to grow on YouTube. Because while the format and platform are different, the system is the same. I was confident I could apply what I knew successfully to LinkedIn.”

How to Narrow Your Focus for Greater ReturnsVictoria recommends experimenting with different types of content to find what you enjoy. Then, commit to a goal, such as publishing 50 pieces of content. “It feels overwhelming, which is why you have to just start.

“When you choose the format you like best, it will make such a difference. Your content will be authentic and engage people. And once you get comments from your audience, it will motivate you even more to keep creating content.”

Victoria also recommends bringing your personal interests into your content so people can get to know the whole you. “Definitely talk about your business niche. But if you’re a sports fan, then talk about that too. It builds connection.”

Tips to Promote Your Personal Brand Online with ConfidenceIt’s hard to be consistent with personal branding content, especially when you’re starting out. But Victoria says she imagines she’s doing it for others, not just herself.

“I know there aren’t a lot of female creators putting themselves out there online, so I speak for them too. It’s not all self-interest. Instead look for ways to promote others too. I share my voice to inspire younger people who can reach out and ask for my help.

“And you’re also benefiting your business. With each post you write, you grow your personal brand, but also the business brand. That grows the company and brings in money to pay your employees. All of these things feed into your own brand voice. And of course, you’re helping your audience too.”

Why You Should Create Personal Brand Content for Yourself FirstThat said, at the start, don’t focus too much on how many readers or viewers you have. For Victoria, she felt it was something she needed to do. “I manage YouTubers, so I need to create a voice.”

Find your own ‘why’, whatever that is. “But remember,” Victoria says, “It’s just a marketing exercise. It has nothing to do with you as a person or your self-worth. You’re working to share your knowledge and build your confidence with content creation.

“It will take time to get good at it. So don’t take it too seriously. Just as athletes and chefs get better over time, so will you. Keep practicing and improving. And know that you’re doing the right thing, even if others around you aren’t convinced.”

The Current Landscape for Women in TechVictoria believes that covid disproportionately affected women. “A lot of women have been laid off from work. The stats show that women were already underrepresented in the tech space.

“Companies like imagi, which now teach kids how to code, originally put their focus on reducing the gender gap in areas such as software, tech and engineering. But it seems like we’ve started to go backwards recently.

“It’s not just about encouraging girls and young women into the space. Instead, we need to encourage individuals to build systems to accommodate women. We need to create supportive communities to help women get into the industry and then to thrive.”

How to Deal with Self-DoubtVictoria says she often feels self-doubt, like everyone does. “We all experience imposter syndrome, it’s a natural part of being in business. But I try to be aware of those negative thoughts. I practice self-reflection a lot.

“I also have therapy, journal, all of those things. I work to improve myself all the time. I request regular feedback from my peers and my managers, too. Because I want to exceed my limitations and build my confidence. It’s so important in my line of work.”

How to Connect With Victoria Blinova* Connect with Victoria on LinkedIn

Mentioned in This Episode* Head of Strategic Partnerships at Agorapulse: Mike Allton * DM Victoria for a free review of your LinkedIn profile * Tech start-up: imagi * TubbTalk interview with Nancy Henriquez: One Woman in Tech’s Remarkable Journey From MSP to Community Manager * Victoria’s dad’s YouTube channel: Your Russian Dad * VP of Marketing at Kurt Geiger: Pascale Montaner

You Might Also be Interested in* Why Consistent Content Marketing is Key to MSP Sales Success * Podcast: Leveraging LinkedIn for MSPs * How to Come up With MSP Content Ideas Your Readers Will Love

The post TubbTalk 159: How to Use Personal Branding to Boost Your MSP’s Reach appeared first on Tubblog: The Hub for MSPs.

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So we’ve looked at the importance of regularly analysing your company performance. And it makes sense to do these as a quarterly business review (QBR).

Here at Team Tubb, these are an opportunity for all of us to reflect on what has happened and use that information to take the initiative on what will happen in the coming months.

Both Richard and Steve have noticed that many MSPs carry out regular QBRs with their clients, and even invest in specialist software to make it easier. But they rarely do one internally.

Why Should You Do a Quarterly ReviewIf you’re committed to giving your MSP clients the best possible service, then you need to be honest about how your business is performing. The business world is changing rapidly, and owners are increasingly reliant on technology.

So how does your MSP help to manage the complexity of modern entrepreneurship? Are you responding to client requests and adjusting your offerings accordingly? Or are you still selling the same things you gave since you started?

What about cybersecurity? The rise in popularity of AI? Or even just managing networks for remote and hybrid workers? The advantage of doing a QBR rather than waiting to review annually means that you can be proactive in adjusting your business according to what clients want from you.

Being clear on which of your solutions sell the best, your CSAT score and the efficiency of your systems will improve profitability, efficiency and longevity. Get familiar with your data and don’t be afraid to make changes when something isn’t working.

The 3,2,1 Quarterly Review MethodologyThere are all kinds of ways to carry out your QBR and it depends on the size and nature of your business which one you choose. However, Richard favours the ‘3, 2, 1 Quarterly Review’, which you might like to try yourself.

It’s based on 3 key questions, 2 main decisions and 1 core action. And importantly, it requires everyone in the business to participate in a simple conversation which can yield powerful results.

You may choose to do this as part of a company-wide meeting, either in person or online. Or, if you have a larger organisation, you can ask the team leaders or departmental heads to ask the questions in each area and collate the responses.

So how do you do it? Ask these three key questions first:

Regarding our services, what has been most popular and least popular in the past 3 months?
Let’s look at our systems. What has supported our service delivery and what got in the way of excellence?
About our technical solutions, what has provided us with the best value and what has been superseded with better alternatives?

Give people plenty of time to share their thoughts and take notes, or record the conversation for transcription later.

Stage two is clarifying the two main decisions that occur from stage one:

Informed by those answers, what should we remove across our services, systems and solutions?
And what should we retain and reinforce across all three areas?

This leads to the one core action:

Create a timetable of practical actions to complete the removal and reinforcement of your services, systems, and solutions in a timely manner

What Should You Do With the Responses?If you’ve done this within teams rather than with the whole company, you’re going to need to allocate some time to review the results. You may choose to put together a small QBR team or leave it to the senior leaders.

Look for commonalities and anything that surprises you. Go back to the managers for clarification if you need it. Remember, though, that you’ll be doing the whole exercise again in three months’ time, so don’t spend too long on analysis.

If the teams have answered the questions properly and your company culture and communications are strong, the answers should largely be the same. So the one core action should be straightforward.

Make sure that any decisions taken at the C-suite level are cascaded down throughout every department and team in the organisation. You’ve asked each employee to make a contribution to the quarterly business review, so it’s important to acknowledge that.

The decisions and the actions timetable should be shared too, in advance of any changes being implemented. People need to take ownership of their individual actions and the overall direction of the business. So showing them how they’ve helped to shape that really encourages them to invest.

Richard shares this final piece of advice: “My recommendation for your business review is that the conversations should really be taking place with a sense of celebration. What we do and how we do it merits the occasional applause. After all, if we can’t be our business’ biggest fan, who will?”

You Might Also be Interested in* How Technology Business Reviews can Improve Your MSP Client Relationships * Podcast: Real-World Advice on How to Grow a Profitable, Efficient MSP Business * How to Measure Profitability to Make MSP Businesses More Robust

The post How to Use the ‘3, 2, 1 Quarterly Review’ Methodology for Better Business Planning appeared first on Tubblog: The Hub for MSPs.

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Daniel Shone is the Co-Founder of Apex Computing, an MSP based in Manchester. He spoke to Richard Tubb about how to grow a successful MSP.

Daniel heads up the account management and sales and marketing teams for Apex. They have recently secured Azure business certification with the help of Pax8.

An Interview With Daniel ShoneHow the Right Vendors Help You to Grow a Successful MSPDaniel explains that as a company, Apex like to work with vendors and suppliers that want to help grow our business. For that reason, they partner with businesses like Pax8, in order to help them hit their goals.

“My advice is: find the partners who want to grow your business for you. Let them do the hard work and the heavy lifting. Have them invest in training programs for your staff and help you with your marketing. Don’t try and reinvent the wheel yourself.

“Ask them what works for other MSPs, because they want to work with you, and case studies of other, progressive MSPs who have scaled demonstrated that they’re the right partner for you. Pax 8 have been that for us.”

Why You Shouldn’t Avoid Your CompetitorsMost small business owners are worried that their competitors will steal their clients or prevent them finding new ones. But as Daniel says, there’s so much work available that there are rarely problems.

“In fact, we choose to work closely with our competitors to our mutual advantage. We referred our accountant to another MSP in Manchester because I didn’t want to impact our relationship. We feel comfortable with our competitors.

“And we all have different strengths, so it makes sense to pass on work or make referrals. Most importantly, those other MSP owners become supporters, collaborators and friends. They have the same challenges and are open to talking about them with you.”

What Makes a Good Vendor RelationshipIt’s easy to see your vendors as people you buy from, but Daniel cautions against that: “If you don’t see it as a partnership, you’ll grow slowly, if you grow at all. Work on the relationships so they can help you find funding, training opportunities and hearing about new products first.

“So I make a point of meeting with our key vendors. If they ask us what success looks like for Apex in the next 12 months, I ask them the same question about their company. Because we’re on a journey together.”

Essentially, both parties are looking to grow. And by having a true partnership, you’ll each grow faster than on your own. Daniel recommends getting to know your account managers and staying in touch even if you part ways later on.

How Mentors Support You to Become a Successful MSPMany MSPs become business owners accidentally, especially if they have a tech background. So whenever you can, you should be looking for people who can help you to move your business forward.

“Chris and I started our business very young, so we needed help to grow it properly. For example, we worked with Daniel Welling to build out our SLT team and to get our numbers right.

“From there, we’ve been working with Ian Luckett and Stuart Warwick at MSP Mastery. That mentorship has enabled us to increase our turnover dramatically. If you’re committed to growing your MSP, then don’t do it alone. A mentor will be one of the best investments you ever make.”

How to Connect With Daniel Shone* Apex Computing * Follow Apex on Twitter * Like Apex on Facebook * Follow Apex on LinkedIn * Connect with Daniel on LinkedIn

Mentioned in This Episode* IT conference: Dattocon * Peer group: CompTIA * Peer group: MG Group * Cloud marketplace: Pax8 * PSA tool: Halo * MDF Funding * Cybersecurity platform: Sonic Wall * IT and security platform: Kaseya * Pax8 Azure programme: Kickstart * Cybersecurity stack: Apex Security Sphere * Peer group: SBS Network Group North West * IT and MSP Business Growth Expert: Ian Luckett * Helping Ambitious MSPs to Scale to £1m: Stuart Warwick * Growth programme from Ian Luckett and Stuart Warwick: MSP Mastery * Cybersecurity platform: Huntress * Enterprise cybersecurity solutions: Threat Locker * Revenue platform provider: Zomentum * Quoting tool: Salesbuildr * Channel Chief at Salesbuildr: James Steel * CRO at Aabyss: Robert Gibbons * Daniel Welling of Welling MSP * Darren Strong at Scalable (workplace productivity software) * CRM platform: HubSpot

You Might Also be Interested in* Podcast: Looking Into the Mindset of a Successful, Modern MSP * SBSC North West: Advantages of Sharing Best Practice Among Local Peers * 3 Good Reasons to Attend Your Local User Group Meeting

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You might already be familiar with Uptime (formerly Uptime Solutions), the outsourcing, white label experts. But did you know that they’re hosting their first MSP conference later this year? It’s already shaping up to be a not-to-be-missed event!

What’s the Inspiration for UptimeLIVE?Uptime’s Director and Co-Founder, Jason Kemsley, explains the reasons behind their new event:

“UptimeLive is a project born from my decade long collaboration with Bradley Munday. And we’ve seen firsthand what makes an event successful. But frustrated by the declining value of many industry events, we decided to take matters into our own hands and create the most valuable event possible.”

So with that in mind, UptimeLIVE features two tracks – a main-stage agenda breakout rooms for more focused, deep-dive conversations.

Over on the main stage, expert speakers will talk on topics such as scaling an MSP, compliance as a service and what keeps business owners awake at night. And the breakout sessions will look at things like mergers and acquistions (M&As), marketing and ‘new breed’ MSPs.

But that’s not all! The event itself will close with a keynote speaker, but there’s still plenty of fun and networking to do! Join Uptime, your fellow attendees and many of the speakers and exhibitors for the evening reception.

How to Register for The EventUptimeLIVE takes place on September 17 at the Business Design Centre, London. Click here to register for the event.

Will There be a Recording of the Event?This is a live, in-person event. Click here for more information and to be kept up to date with any recording announcements.

Why You Can’t Miss UptimeLIVE!If you’re still not convinced, here are some other reasons why you need to grab your ticket for UptimeLIVE now:

True strategy event, designed for MSPs
Value-based sessions
M&A breakout session
Industry speakers
Sponsors
Peer networking opportunities
Lunch, refreshments and evening reception included
Strictly no pitch

So, what do you think? Are you going to join me in London on 17 September? Reply in the comments, and if you are going, make sure you find me and say hi!

You Might Also be Interested in* Podcast: How Outsourcing Your MSP Service Desk Leads to Business Growth * Why do More IT Outsourcers not Outsource More? * Podcast: How to Outsource Your MSP’s NOC, SOC and Helpdesk

The post UptimeLIVE: Innovation, Reliability and Scalability for MSPs appeared first on Tubblog: The Hub for MSPs.

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Arlin Sorensen is the VP of Ecosystem Evangelism at ConnectWise and has been involved in the industry for almost 40 years. He’s passionate about supporting modern MSPs to grow and scale their business.

He ran a VAR (value added reseller) MSP for 27 years, which he sold in 2012, and recently sold his ag-tech business which focuses on delivering precision technology to farmers. He also founded HTG peer groups, now IT Nation Evolve.

An Interview With Arlin SorensenWhat Makes ConnectWise DifferentThe big differentiator for Arlin is community – The IT Nation. From the beginning of the company, founder Arnie Bellini wanted to engage with its users. Arlin says: It’s grown over the years to become a big part of people’s success over the years.

“And that’s the business area I’m part of today. I’m proud to be part of it because it’s different to anything else in the industry. Others have tried to build a community, but ours is unique.

“It’s built specifically for MSPs and we provide a lot of content to members. For me and my colleagues, we start every day wondering how to help partners be successful via The IT Nation. And that’s what makes it an asset.”

How Modern MSPs Should Manage Remote TeamsFirst of all, just because people aren’t in the same room doesn’t mean that they shouldn’t be managed with intention. For modern MSPs with remote staff, the priority is to train their managers.

Because that’s a particular skill and most of us don’t have the experience of doing so. “MSPs spend thousands on technical training for their teams, but people skills are more important. Your employees need to interact well with clients and with each other. That’s how they are effective in their roles.

“Read up on how to effectively manager remote teams. Because there are people being successful with it. But remember it’s a different mindset and requires more interaction than traditional management.”

How Modern MSPs Can Get More Comfortable with SalesSales, like anything, is a skill, Arlin says. “At ConnectWise, we invest deeply in this. So, we have a ‘growth kit’, which is a sales learning tool. It helps partners learn the skills required to be effective as a salesperson.

“But one of the biggest problems is that MSPs dislike the idea of sales, don’t put in a lot of effort and fail. That’s when they decide to hire a salesperson. But the problem is that they’re not set up for success. They don’t know what to say to prospects or how to attract leads.

“As technical people, we don’t really understand the process of sales. We make it up on the fly because we’ve done it for so long. And that means that the business owners do a disservice to their salespeople.”

The Benefits and Risks of AutomationArlin believes that RPA (Robotic Process Automation) will allow MSPs to automate menial, repetitive tasks. “Over time, it will become fairly effective. Many of the things we do regularly will be automated.

“But it won’t replace humans; it’s more of an assist tool. So the key will be in identifying those repetitive tasks to free people up on the more important work. However, automation, and especially AI, comes with risks. For instance, if data isn’t protected and managed, that’s a problem.

“I’m encouraging people to learn how to assess their data to manage it so it’s not vulnerable to AI. Because AI will deliver us a new kind of security risk which has the potential to cause destruction if we aren’t educated on how to control it.”

The Biggest Mistake Modern MSPs Consistently MakeThe biggest mistake that Arlin sees MSP owners make is that they don’t plan. “I don’t mean for next week or next month. People don’t plan for how to transition out of their business. They don’t make their business sellable.

“So if I could change one thing about our industry, it would be to make a mindset shift in MSP owners. It’s their job to create business value. Because nobody else will do that for them. They have to take responsibility, and do it sooner rather than later.

“I’ve seen too many people sell up and get a job because they don’t have enough money to live on. But it doesn’t have to be that way. There are lots of ways to create value, but you have to be intentional.”

Why The IT Nation is Broadening its View on TSPConnectWise want to broaden how we think of TSP – the solutions provider market. “It’s broader than just managed services. We think of it in terms of office equipment sellers. Or audiovisual dealers or resellers, or even printers.

“Because we’re all trying to do the same things. We want recurring revenue and to work on projects. So we want The IT Nation to expand and grow. It might surprise you, but office equipment suppliers have been doing recurring revenue on a managed services model for longer than we have.

“And I think we can learn a lot from them. They often have mature sales departments which can give us ideas and inspiration for modern MSPs. We want to learn from one another and grow together.”

How to Connect With Arlin Sorensen* ConnectWise * Follow ConnectWise on LinkedIn * Like ConnectWise on Facebook * Follow ConnectWise on Twitter * Connect With Arlin on LinkedIn * Email Arlin

Mentioned in This Episode* TubbTalk interview with Arlin Sorensen: Why Discipline and Planning are Vital to Success in Business and in Life * PSA platform: ConnectWise Manage * MSP peer group: The IT Nation * Book: Bob Berg: The Go-Giver: A Little Story About a Powerful Business Idea * AI assistant: Microsoft Copilot * Author and marketer: Mark Schaefer * TubbTalk interview with Dan Scott: How to Grow Your Business in an MSP Community Like IT Nation * MSP membership for growth: ConnectWise Evolve * Peer group: S2S Groups * ConnectWise CEO: Arnie Bellini * Business expert: Karl Palachuk * Leadership conference: Global Leadership Summit * Arlin’s daily email on Scripture

You Might Also be Interested in* Podcast interview with Arnie Bellini: How ConnectWise Helps MSPs Run More Efficient Businesses * Why Consistent Content Marketing is Key for MSP Sales Success * Considering the Challenges and Opportunities of Hybrid Working for MSPs

The post TubbTalk 158: Sales, Remote Working and Automation: Powerful Advice for Modern MSPs appeared first on Tubblog: The Hub for MSPs.

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If you’ve been on LinkedIn in the last few weeks or you’re part of a business mastermind or membership, you’ve probably seen people talking about carrying out a mid-year business review.

But if you haven’t done one yet, there is still time. And while I definitely recommend a review of the services you provide to clients, this is an analysis of the internal workings of your MSP.

A Mid-Year Business Review Checks if You’re Still on TargetBack at the end of last year, or maybe January of this year, you sat down and planned out your business and revenue goals. And if you’re organised, you refer to that plan every week and check off the milestones.

But for most of us, that yearly plan is lost in a pile of papers or somewhere in a subfolder that has an unhelpful string of numbers instead of a proper name. That’s fine – life and client demands get in the way.

So now, as we’re at the mid-way point of the year, let’s dig out that plan and see if we’re actually on target to hit those big goals. If you’re not on track, then this is the perfect opportunity to course-correct and see if you can pull it back.

If things have gone really wrong, then now is the time to fix problems. It’s far better to face these issues head-on than get to the end of the year and have to address the hard reality. Depending on what the problems were, your business might actually be facing bankruptcy.

When you’re conducting your review, evaluate performances – not just of your staff, but of your products, services and marketing efforts. Be honest about what’s worked and what hasn’t.

Once you’ve done that, you can reallocate resources to ensure you hit your goals. Involve the senior leadership team and the department managers so they know what’s expected of them. And if possible, eliminate potential blocks to your success.

Check in With Your Finance TeamFor any small business, cashflow is always the biggest challenge. I’d expect you to be familiar with your numbers already. Don’t wait until the middle of the year to find out you’ve got several large, outstanding invoices that have been unpaid since February!

Remember that around 45% of businesses fail within their first five years. And one of the biggest reasons for this is capital. So go through the books with the proverbial fine tooth comb and see what’s what.

Are you on target to hit your financial goals or are those outstanding invoices causing a headache? Are your services selling as well as you’d hoped? What about client retention and onboarding new customers? Have you been able to sell any new offerings to existing clients? Is it time to put your prices up?

Don’t forget to review your expenses, too. This includes any software and app subscriptions. I know that MSPs like to try out the latest shiny new tool, but maybe you’re not using that productivity tracker and you’re paying for it anyway…

Having a clear picture of your finances means that you can reevaluate your offerings, pricing and outgoings. Make a strategic decision now (yes, right now) to help you stay on track to the end of the year.

Involve Your Employees in the Mid-Year Business ReviewIf you want to ensure you have a happy, engaged workforce, then ask them for their feedback. What’s gone well for them in the last six months? Hopefully, your managers are already carrying out regular performance reviews too.

But if you want to retain your tech talent in an increasingly competitive market, then make them feel that their opinion counts. The engineers and helpdesk advisers quite probably have a better idea than you do about which services are doing better than others.

One of your biggest resources is your staff, so they might need to be reallocated at this point. Ask for volunteers for secondment or for projects to help you hit your business goals. They’ll feel valued if they’re picked to help the company grow.

Of course, the mid-year business review might also be the time when you realise that not all of your employees are as valuable as you thought. Redundancies or terminations are never easy and certainly not a decision to take lightly.

But if people aren’t performing, or you need to make cuts to improve your financial situation, then unfortunately you might have to make those tough decisions. In that case, speak to HR before taking action.

Make Time to Catch up With ClientsAs with your employees, you should be meeting regularly with your MSP clients. In fact, I’d encourage you to do this on a monthly basis. This doesn’t have to be a formal, sit-down meeting. A short questionnaire or chat should be sufficient, or if you have a large company, ask their account manager to check in.

You should have built good relationships with your clients so they can be honest about how things are going. At the mid-year point, ask them how they’re doing with reaching their own targets. Is there anything you can help them with to get them closer to their goals?

And look at which tools they’re using the most in their business. Is there a software solution that would make them more efficient and productive? Are they paying for a tool they’re no longer using? Be proactive about reviewing their licences with them and helping them reassess their product suite.

Review Your Marketing EffortsYou are marketing your business, right? I know it’s not everyone’s favourite task, but it’s important if you’re serious about growing your MSP. The key thing to remember is that all marketing efforts, whether they’re organic or paid-for, take time to show results.

So while the mid-year point is the ideal place to see how your marketing campaigns have performed, it’s not the time to decide to ditch your LinkedIn posts in favour of TikTok videos! Consistency is essential if you want your content marketing to work for you.

You should be using some kind of analytics tool to see which posts, videos or social updates have performed the best. This data might give you unexpected news – perhaps those behind-the-scenes Instagram photos are more popular than your product update videos. So look at how everything has performed over the last six months.

And then tweak and refine. Ask Linda in Accounts to post more pics of her messy desk, get candid snaps of the Friday team pizza lunch and share Dave the Office Dog’s visits. Do you have hybrid workers? Perhaps you can ask them to share behind the scenes of their home offices.

But don’t do anything drastic. Instead of getting rid of those videos, look at how you can make them more engaging for your audience. Ask your clients what they’d like to learn about. And if necessary, consider getting an external marketing expert to help you.

Your Mid-Year Business Review is Unique to YouUltimately, the areas you look at during your mid-year business review will be specific to your MSP. Maybe you’re still new to business, or you’ve just switched from break/fix. Or you’ve experienced rapid growth and now things are evening out.

There’s all sorts of advice on what you should review, but so long as you’re regularly monitoring performance and finances, you won’t have any nasty surprises when you get to your next check-in point.

Do you do a mid-year business review? Or carry out QBRs? What does your process look like? Let us know in the comments!

You Might Also be Interested in* Podcast: How to Partner with a Vendor to Grow Your MSP Business * Modern Strategies to Recruit the Best Technical Staff for Your Business * Podcast: How Small Businesses can Increase Productivity and Get Stuff Done

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The SuperOps SuperSummit Virtual is back for 2024 and – dare we say it – bigger and better? This year’s event is titled: “Navigating Tomorrow: Crafting the Future-Ready MSP”. With all the changes in the industry over the last 12 months, it makes sense to focus on what’s coming next.

Here’s what SuperOps themselves have to say about being future-ready:

“IT and computing are entering a new era. And with digital transformation in full swing, automation, cloud, AI, data, and integrations have become the building blocks of modern IT.

So on one end, MSPs are faced with a tremendous opportunity. But, on the other end, this new reality is marred by ever increasing competition, volatile bottom lines and ever so demanding customers.

So, how can you navigate the threats and zero in on the opportunities to craft your path to success?” Well, one good way is to grab yourself a ticket for the SuperOps SuperSummit Virtual!

What’s Happening at the SuperOps SuperSummit Virtual?The goal for this year’s event is to help MSP delegates to get ahead of the curve. And to achieve that, they’ve pulled together an impressive roster of industry experts to give talks on all aspects of the ecosystem.

And I’m delighted to join so many of my friends and colleagues to share my advice. Along with key SuperOps team members, I’ll share the stage with some incredibly knowledgeable people:

Tracie Orisko of Huntress
Rex Frank, VP of Academy at Pax8
Founder of Gradient MSP, Colin Knox
TubbTalk guest and MSP marketing expert Paul Green
Amy Luby, Channel Chief for MSP Revolution
And many more!

Plus, there’s networking opportunities galore, a raffle, sponsors to learn about and a virtual awards ceremony. Oh, and there’s $10,000 worth of giveaways and SuperOps swag to grab, too!

How to Register for the EventThe SuperSummit is taking place on 17 July, starting at 9.30 ET (14.30 BST). Click here to register for the event.

Will There be a Recording of the Event?This event will be recorded and available to view for a week afterwards. Click here to register and be notified when the recording is available.

Why Your MSP Needs to be at the SuperOps SuperSummit Virtual* Community Keynote: MSP predictions for 2024. I’ll be one of 8 panellists sharing my key tips and we’ve got 4 minutes each! * Dedicated tracks for both MSP owners and technicians * Free resources and how-to guides * Virtual vendor booths * Talks on AI, cybersecurity, automation and productivity

Are you going to be there? Find me in the chat, and let me know if you catch my talk!

You Might Also be Interested in* SuperOps SuperSummit Virtual 2023 * Podcast interview with Juan Fernandez, SuperOps Global Channel Chief: The MSP Owner’s Guide to Becoming a Better Leader * A Blueprint for Success: Sensational Insights Revealed at SuperSummit 2024

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Nadir Merchant is the General Manager and CTO for Kaseya’s MSP and IT operations Product Suite. He’s worked in DevOps and engineering. And he also held the role of chief technology officer for IT Glue, the documentation experts.

And today, his work is focused on building out the engineering offer. He spoke to Richard Tubb live at Dattocon 2024.

An Interview With Nadir MerchantThe IT Glue SystemIT Glue is a documentation tool purpose built for the IT sector. And Nadir explains: “We bring standard operating procedures, unstructured documentation. And that’s along with hardware and structured asset information, and passwords together into a single tool.

“Because in our experience, these three different types of information are used together. But they’re typically stored in separate solutions. Technicians have to search all over for the data they need, and then they distract a colleague by asking for help.

“So IT Glue is designed to prevent that. First, we layered a lot of automation to make it easy to create the documentation and to maintain all that asset information. And we also leverage integrations to increase the automation.”

What is MyGlue?MyGlue is a collaboration tool, built for MSPs using IT Glue. It allows their clients to share passwords and data. And it makes it much easier to request documentation – the MSP doesn’t have to send an email.

For instance, they can set up a monthly recurring checklist to update contacts, remove user access and so on. It also gives clients access to a knowledge base, and it integrates with a host of third-party tools.

However, they also built their own discovery technology to live on a network without being reliant on another API. They can scan an environment and document what they find. This can be scheduled or run ad-hoc.

How AI Affects Documentation and the IT Glue ApproachAccording to Nadir, IT Glue have invested in AI technology in order to deliver IT Glue Copilot, – their AI-powered documentation assistant. It was designed to improve the overall documentation experience and increase the value for clients.

“So, we broke the tool down into different areas and looked at how to leverage AI. That’s things like the curation of documentation to make it up-to-date, and making it more accessible. Plus we investigated how we could improve the orchestration of the life cycle management of documentation.”

How to Manage Information Overload With DocumentationAs information overload is often a real problem for many MSPs, IT Glue have introduced their own Copilot, which will offer a documentation health dashboard. This will help organisations to see and understand the current health of their documentation.

Nadir explains: “So this way, the businesses can better curate the documentation and make sure that the information in the system is relevant and being well-used, and there are no duplicates.

“Furthermore, it will provide them with insights into which documentation is not being used. Also, which documentation is being used but isn’t useful. And which documentation is duplicated. Because from conversations we have, we know these are all real challenges.”

How to Connect With Nadir Merchant* IT Glue * Follow IT Glue on LinkedIn * Like IT Glue on Facebook * Follow IT Glue on Twitter * Connect with Nadir on LinkedIn

Mentioned in This Episode* MSP conference: Dattocon * Microsoft collaboration tool: SharePoint * IT documentation: IT Glue * IT and security platform: Kaseya * Password management: MyGlue * ITGlue blog: NetworkGlue * Cloud wifi: Cisco Meraki * Network solutions: Datto Networking * Tech company: Ubiquiti * Cybersecurity platform: Fortinet * IT security: Sophos * AI-powered networking: Aruba * AI assistant: IT Glue Copilot

You Might Also be Interested in* Podcast: Being a Woman Working in a Male-Dominated Industry * How to Help Your MSP Clients Stay Safe When Using AI Tools * Podcast: The Importance of IT Documentation

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Tubbservatory Round-Up – Tools and Resources for Your MSPEach month, Richard Tubb scours the internet, diligently seeking out essential materials, putting together a bespoke collection designed specifically for IT Managed Service Providers (MSPs) striving to excel in their field.

Step into the Tubbservatory – an engaging video series showcasing handpicked articles, podcasts, events, and beyond. Bringing together top-notch resources for IT innovators.

Presenting the Tubbservatory Round-Up #30, your gateway to the June 2024 edition! We’ve compiled all of this month’s episodes for your enjoyment.

You can find the links to these valuable resources at the end of this post.

This month’s topics include events, webinars, productivity, penetration testing, IT solutions, cybersecurity, and AI.

Tubbservatory: The June 2024 Round-Up VideoTubbservatory Round-Up #30: June – Week 1#1 Seven Outsourcing Myths DebunkedImplemented in the right way, an MSP outsourcing is a sure fire path to growth and something all forward-looking MSPs should be well educated on.

The latest eBook from Uptime is Outsourcing for MSPs: The top 7 myths debunked.

The eBook covers:

Why outsourcing doesn’t mean loss of control
How clients see outsourcing as an improved service from MSPs
How your MSP’s security is enhanced by outsourcing

It’s well documented that I’m a huge proponent of MSPs outsourcing, and this eBook is a valuable resource for any MSP who wants to learn more.

#2 Culture Beats Process Every Time!Culture Beats Process EVERY time, so says MSP Expert Todd Kane in his latest short video.

Process won’t save you from people making mistakes. Look at culture first to solve these issues, says Kane.

#3 Introducing Copilot+ PCsThe big news for MSPs coming out of Microsoft, is that Microsoft has announced a series of hardware in the CoPilot+ PC range.

Built specifically to enhance users’ CoPilot AI experience, these PC’s are manufactured by vendors such as Acer, ASUS, Dell, HP, Lenovo and Samsung.

If MSPs were looking for an excuse to speak to their clients about a hardware refresh, this is surely the opportunity.

#4 Cybercriminals Are Leveraging AI in Their Phishing AttacksAnd speaking of AI, a webinar that caught my attention was The Battle of AI: Hackers vs Cybersecurity Professionals with Olesia Klevchuk and Prebh Dev Singh of Barracuda MSP.

With Barracuda investing heavily in leveraging AI to enhance its email security platform, with its powerful detection and response capabilities, this on-demand webinar is well worth MSPs watching.

#5 Channel-Sec: The Security Event for the European IT ChannelJune 26th is the date, and London is the location for the big Channel-Sec conference.

Channel-Sec is a great opportunity for MSPs, MSSPs and IT solution providers to keep up to date with the latest threats, trends and advice on growing your security practice.

Tickets are now available!

Tubbservatory Round-Up #30: June – Week 2#1 Huntress Managed EDR for macOSStop Mac Hacks In Their Tracks. Traditionally, Apple Macs have been seen as a safe bet in cybersecurity terms, but times are definitely a-changing. So with that in mind, cybersecurity experts Huntress have announced Huntress Managed EDR for macOS.

And from what I’ve seen, Huntress have put a ton of effort into making this solution a top-tier one for MSPs.

#2 Master Incident Response With Tabletop Exercises A video that caught my attention was Steve Taylor of RocketMSP speaking to Cybersecurity legend Matt Lee of Pax8 as Lee teaches MSPs to Master Incident Response with Tabletop Exercises.

In the video, Lee explains why every MSP must conduct tabletop exercises to protect clients, offers MSPs a proven framework to plan and execute successful exercises, and explains how to turn tabletop exercises into a profitable service offering.

#3 TubbTalk 153: The Godfather Of Modern Productivity: How To Leverage GTD For TeamsA life-changing book for me was David Allen’s legendary Getting Things Done: The Art of Stress Free Productivity.

Well, Allen is back with his latest book, co-authored with Ed Lamont, entitled Teams: Getting Things Done with Others.

If you want to build a healthy, highly productive team, then this book is one not to miss, and I recently sat down with Allen to discuss the book with the Godfather of Modern Productivity.

#4 How to Purchase an MSP with No Money DownHow can you purchase a Managed Service Provider business with No Money Down?

Well that’s the topic that MSP legends Karl Palachuk, Amy Babinchak and James Kernan discuss in the latest episode of the always entertaining SMB Community Podcast.

#5 CompTIA Community – UK & Ireland Meeting and Spotlight AwardsJune 26th sees the CompTIA UK & Ireland community meet in my hometown of Birmingham, UK.

Expect a day filled with expert presentations, engaging discussions with industry peers, and networking opportunities, followed by a black tie evening for the CompTIA Spotlight Awards.

CompTIA events always provide such great value. This is highly recommended.

Tubbservatory Round-Up #30: June – Week 3#1 What is Penetration Testing? A Comprehensive GuideWe kicked things off in week 3 with a superb resource.

What Is Penetration Testing: A Comprehensive Guide is exactly what it says on the tin!

Cybersecurity specialists Endida have produced an in-depth resource that covers a primer on the benefits of pen-testing, the types of pen tests available to MSPs, how to perform a pen test, and much more.

With automated pen testing becoming the next big cybersecurity opportunity for MSPs, this article is well worth reading.

#2 SuperOps New Office OpenedNews that Next-Generation MSP Vendor SuperOps have officially opened their Dallas, Texas office in the United States!

Founder Arvind Parthiban recently cut the red-tape at the Dallas office.

This is the latest Stateside move from SuperOps after they recently hired MSP legend Juan Fernandez as Channel Chief, and a new US-based team featuring former MSPs including Nancy Henriquez.

#3 Tate Talks – with Paul Lloyd, SellerlyNow, a Podcast that caught my ear was Tate Talks with Chris Tate speaking with Paul Lloyd of Sellerly.

With the majority of MSPs needing help with their sales systems and tactics, Lloyd is the perfect person to hear from, sharing insights from his many years of experience in Managed Service sales.

#4 The Converting MSP Website ChecklistAnd talking of MSP sales, your MSP website is key to finding new clients.

So, The Converting MSP Website Checklist from Josh Smith on SmarterMSP is a valuable read.

Smith provides a superb checklist on how you can create a converting website for your MSP.

5 Must Attend Event for the IT ChannelJuly 2nd 2024 is the date, and Amsterdam in the Netherlands is the location for the Managed Services Summit Benelux.

Celebrating its 7th year, the Managed Services Summit Benelux is now firmly anchored as a leading managed services event for the European IT channel.

Tickets are now available.

Tubbservatory Round-Up #30: June– Week 4#1 TubbTalk 154: How to Use and Sell Microsoft Copilot for MSP GrowthWe kick off this week with a powerful conversation I recently had with Eric (Uhst-lund Fohl-keh-reed) of Pax8.

Eric is the go-to market lead for Microsoft AI at Pax8 EMEA, and in our conversation, he shares a wealth of practical knowledge on how MSPs can start using Microsoft Copilot and other AI resources in real-world situations with clients.

With Artificial Intelligence being the hot topic for MSPs, but with few knowing how to actually make money from AI, this conversation should prove a valuable one for any Managed Service Provider.

#2 We Have an Entire Cauliflower Corridor“We have an entire cauliflower corridor” are not the words you’d expect to hear from an MSP, but that’s exactly what ramsac Executive Chairman Rob May said in his conversation with Doug Woodburn of IT Channel Oxygen.

UK-based ramsac provide IT solutions, cybersecurity, AI and support services to small businesses, and the humble cauliflower has taken on a symbolic importance for the company.

Intrigued? Check out the interview to find out more!

#3 Copilot for TelegramBack to AI, and news that Microsoft have recently released a version of its AI-based companion, Copilot, for the popular instant messenger, Telegram.

You can now engage in seamless conversations, access information, and enjoy a smarter chat experience with Copilot, all within Telegram!

Thanks, Guy Gregory of Microsoft for highlighting this news.

#4 What You Can Learn From FailureAn article that caught my eye is “What You Can Learn From Failure” from Dan Sullivan of Strategic Coach.

Successful entrepreneurs look at every experience in one of two ways, says Sullivan. Either they see themselves winning, or they see themselves learning.

#5 Sync in to the Power of ChannelCon 2024July 30th-August 1st 2024 is the date, and Atlanta, Georgia is the location for this years big CompTIA ChannelCon event!

ChannelCon is a huge event for the IT and Managed Service industry, featuring global experts descending onto Atlanta to build relationships, learn from each other and all in a vendor-neutral environment.

I’ll be at ChannelCon again this year, and it’s definitely one of my favourite events of the calendar.

Admission is free for CompTIA members!

Links to the Resources Mentioned in this Round-Up

From Week 11. Seven Outsourcing Myths Debunked 2. Culture Beats Process Every Time! 3. Introducing Copilot+ PCs 4. Cybercriminals Are Leveraging AI in Their Phishing Attacks 5. Channel-Sec: The Security Event for the European IT Channel

Mentioned in Week 21. Huntress Managed EDR for macOS 2. Master Incident Response with Tabletop Exercises 3. TubbTalk 153: The Godfather Of Modern Productivity: How To Leverage GTD For Teams 4. How to Purchase an MSP With No Money Down 5. CompTIA Community – UK & Ireland Meeting and Spotlight Awards

Week 31. What is Penetration Testing? A Comprehensive Guide 2. SuperOps New Office Opened 3. Tate Talks – with Paul Lloyd, Sellerly 4. The Converting MSP Website Checklist 5. Must Attend Event for the IT Channel

And Week 41. TubbTalk 154: How to Use and Sell Microsoft Copilot for MSP Growth 2. We Have an Entire Cauliflower Corridor 3. Copilot for Telegram 4. What You Can Learn From Failure 5. ync in to the Power of ChannelCon 2024

How You Can HelpAs we wrap up Tubbservatory Round-Up #30, it’s time to look ahead to July!

Have something amazing to share? Whether it’s a useful tool or an engaging resource, drop it in the comments below. Let’s keep the knowledge flowing—your contributions are invaluable!

You Might Also be Interested in* Maximising Your MSP’s Marketing with Proven Social Proof Strategies * TubbTalk 152: The MSP Owner’s Guide to Becoming a Better Leader * Unlock IT Efficiency with David Allen’s ‘Getting Things Done’

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The CompTIA UK&I 2024 Community Meeting gives a chance for community members to listen to experts discussing best practice, channel trends and thought leadership.

It’s also an opportunity to highlight how to get the most from the CompTIA community as a whole.

While the Spotlight Awards allow the community to celebrate the success and contributions of its members and partners.

This year we saw keynotes on self-sabotaging and public relations, and discussed the trends currently affecting the channel.

IntroductionThe CompTIA UK&I 2024 Community Meeting and Spotlight Awards took place at the MacDonald Burlington Hotel in Birmingham on Wednesday 26th June.

Uptime’s Jason Kemsley was master of ceremonies for the event, making sure everyone kept to time.

The line-up included lots of great speakers. Thought-provoking keynotes, presentations about the state of the channel and open discussions on various topical subjects.

In the evening, guests gathered to celebrate the success of their peers at the Spotlight Awards, hosted by veteran stand-up comic Dominic Holland.

Highlights from the CompTIA UK&I 2024 Community MeetingRegional chair Dan Scott and vice-chair Holly Whittles kicked off the proceedings with an introduction on how to get the most of the event.

Here are just a few of the highlights of the meeting.

State of the Channel ResearchTracy Pound and MJ Shoer highlighted some key channel statistic from recent research conducted by CompTIA.

Estimated global IT services spend increased to $1.5 Trillion in 2024 – an approximate 8.7% increase
58% of UK and Ireland channel firms reported their businesses in better shape today than it was two years ago
52% of UK and Ireland channel firms said they plan to sell generative AI-based solutions to customers in 2024

MJ said that data is a goldmine, and a great opportunity for MSPs to exploit.

Tracy said that cybersecurity is such a complex area for businesses, and the expertise that MSPs can provide in this area can make it a valuable growth area. With the suggestion of partnering with MSSPs to deliver more value.

Break/fix business models are still popular in the channel, so Tracy asked why people thought this was true.
Suggested answers from the audience included:

Out of scope service requests
Subscriptions making overheads too high for businesses
Being an attractive alternative to competitors that use monthly recurring revenue models

CompTIA has an extensive research library for members to make use of, and it can be co-branded for use in your business.

For more information, you can find the Global State of the Channel 2024 report here.

Protecting Your Crown JewelsA keynote delivered by former law enforcement professional Adam Pilton of Cybersmart revealed a different take on cybersecurity.

“We’re continually giving information away”, says Adam. When we use free wi-fi or install apps that want access to our mobile phones for things it really shouldn’t need access to. That information can be leveraged by cybercriminals to target us.

Prevention is better than the cure, and with the right controls in place, it’s easier to achieve. Cyber Essentials is a great example of this, of course:

Patch management
User access controls
Firewall and internet gateways
Secure configuration
Malware protection

However, having the controls in place is one thing, but it’s all unpinned by having a strong culture.

Culture consists of three elements: leadership setting an example, employee involvement and clear communication.

Pitfalls include insufficient or unengaging training, poor welfare and discipline in practicing what we’ve learned.

To avoid these pitfalls, we need the education and training with feedback mechanisms that fuel continual improvement. And we celebrate the success when it’s achieved.

It takes on average 4 years and 7 months from the time it takes to report a crime to getting a conviction, and it’s increasing year-on-year. AI will only increase this time frame in years to come.

Prevention may be better than the cure, but we still need a cure for when the worst happens.

The CompTIA MSP GuidebookIan Groves of Start Tech raised awareness of a new CompTIA resource that MSPs will find especially interesting.

When it comes to process efficiency in your MSP business, this white paper resource provides excellent guidance for MSPs.

Some of the areas Ian picked out included:

Assess your service portfolio
Build effective teams
Invest in people
Manage vendor partners

Your Ideal Customer Profile (ICP)Your ideal customer is an important focus for choosing the right clients to attract and retain. And it’s something you should review over time.

In Ian’s case, he keeps details of each of his clients, such as:

Business size, geographic location, IT budget, pain points, scalability, compliance, and industry focus.

He said that conducting quarterly business reviews (QBRs) for your clients provides a number of benefits for your MSP:

Relationship building – face to face meetings like this could improve the relationship with your client.
Performance evaluation – to demonstrate your value as their technology partner.
Strategic alignment – understand your clients long term goals.
Proactive issue resolution – resolve small issues before they become huge problems.
Client satisfaction & retention – show you’re invested in their success.

The MSP Guidebook also covers best practices for recruiting new talent, as well as managing vendor partnerships.

If you want to find out more about The MSP Guidebook: Cultivating a Culture of Process Efficiency, you can download it here.

CompTIA UK&I 2024 Community Meeting Keynote: The Art of Overcoming Self-SabotageTeresa Heath-Wareing is a business and mindset coach who delivered a keynote that resonated with nearly everyone in the room.

She began with a story about someone that she used to coach that was trying to start a podcast. This person started out on the right path but slowly found herself getting to a point where she couldn’t finish the task that she’d set for herself.

Several times along the way, the aspiring podcaster procrastinated, and found ways to avoiding going through with launching her podcast. And three years later, she still hadn’t completed her goal of launching a podcast.

It was a great way to help illustrate what self-sabotage is and how it affects us in practice.

What is Self-Sabotage?Teresa described the cycle of self-sabotage as something that starts with GOAL that needs ACTION.

From that ACTION we detect a THREAT.

From that THREAT we’re led to SABOTAGE.

And following on from the SABOTAGE we’re led to REFLECT upon what we’ve done, and then ultimately, we feel SHAME.

The SABOTAGE is just a way of our brains keeping us safe. On an animal level, we’re recognising the fear response, and trying to avoid an outcome.

To break this cycle, we need a pattern interrupt between the THREAT our decision to SABOTAGE.

The reasons we self-sabotage could be anything from:

A fear of failure or embarrassment
A fear of criticism
Perfectionism
Feeling of inadequacy
Having low self-worth
Or even a fear of success

What will happen if you reach your goal? And what fear are you trying to avoid?

Some examples:

If you’re launching a new service, it might be a fear of failure that prevents you from succeeding.
Going live on Instagram might lead to a fear of embarrassment.
Bringing on a new team member might cause you to experience a fear of loss of safety.

How to Stop Self-Sabotaging Behaviour?Some steps to take to manage your self-sabotaging inclinations:

Notice the pattern – how are you sabotaging; is there a noticeable pattern? how does it manifest?

Question why – what are you trying to protect yourself from? what fears are you trying to avoid?

Rewrite the story – what would it look like if you didn’t feel this way?

Plan a 1% shift – make small changes that get you closer to your goal. Think of ways to avoid the saboteur.

Practice self-integrity – find ways to build trust with yourself and keep a record of the times you do.

Some people find journaling a good way to draw out any fears you might have and put them down onto paper.

However, it’s important to remember that this work takes time — but eventually you’ll get out of your own way and stop being so risk averse!

CompTIA UK&I 2024 Spotlight AwardsEach year, the community is encouraged to submit their entries into nine categories that honour individuals and business that have demonstrated commitment and leadership in advancing technology.

The awards are presented at a black tie dinner event that follows on from the community meeting.

Here are this year’s winners from the 2024 Spotlight Awards:

Individual Spotlight Awards

Advancing Women in Technology Leadership:
Georgia Howlett, Manager of Cloud Development, Pax8

Community Leadership:
Dan Scott, IT Nation Community Director, ConnectWise

Cybersecurity Leadership:
Mostyn Thomas, Senior Director of Security EMEA, Pax8

Future Leader:
Winner: Claire Jenks, Jenks Creative

Organisation Spotlight Awards

Advancing Diversity in Technology Leadership:
inSOC

Associate Member Spotlight Award:
ITbetweeners and Network Group (joint winners)

Innovative Vendor:
Salesbuildr and Sophos (joint winners)

Innovative Distributor:
Pax8

Solution Provider:
Start Tech

CompTIA UK&I 2024 Community Meeting and Spotlight Awards ConclusionIf you’re thinking of attending these community meetings, they are a great way to learn new industry trends and network with your peers. But there’s a lot more to them than that.

CompTIA are always striving to advance technology and the people that work in the industry. Certifications, research and moving the needle forwards on diversity are what separates this institution apart from other communities.

When we have the opportunity to learn from and connect with our peers, and to celebrate their successes it strengthens the community as a whole.

Did you attend the CompTIA UK&I 2024 Community Meeting? And did you experience the glamour of the Spotlight Awards? Without doubt, Teresa’s keynote was excellent. Did you have a favourite keynote speaker? As ever, we’d love to hear your thoughts in the comments below.

You Might Also Be Interested In* Why Time Off is Vital For MSP Leader’s Mental Wellbeing * TubbTalk 156: How To Partner With a Vendor To Grow Your MSP Business * Untold Cyber Attack Stories: A Shocking Perspective for MSPs

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Robert Gibbons is Chief Revenue Officer at Aabyss, and Troy Midwood is the Chief Technology Officer. They spoke to Richard live at Dattocon Europe 2024 and shared their thoughts on what makes a modern MSP successful.

An Interview With Robert Gibbons and Troy MidwoodWhy Peer Groups are Important for MSPsAs a long-time fan of peer communities, Robert is a big advocate for them. “It’s a great place to go if you’re stuck and you need some advice. There’s always somebody ready to listen to you and share their wisdom.

“I believe that my business grew faster in the two-year period after I joined SBSC than it would have done otherwise. Vendors also attend these meetings, so you get to find out about new products. Plus you can give them feedback on existing tools.”

As Robert points out, getting that kind of information first-hand saves you time trying out a solution that isn’t that good. Peer groups help you to make shortcuts to all kinds of valuable business decisions.

How a Modern MSP Can Manage Vendor FatigueIt’s fair to say that today’s MSPs have too many vendor partners, which means too many separate bills and a lot of admin. But there are ways to manage vendor fatigue, whether you’re just starting out or your business is established.

Robert says: “Look at the stack of products you want to have in your business, those that will really help you. And then investigate which vendors are out there who can supply you with multiple products.

“Kaseya have a range of solutions, such as service desk and tech support. And if you want licencing, such as for Microsoft tools, Pax8’s marketplace can help. You could probably build an MSP with just those two partners.”

What Has Stayed the Same in the IndustryTroy says that while there are new solutions coming on the market all the time, the big players are still relevant today: “When we first started, we deployed Microsoft servers with Windows on PCs.

“And we’re still using their tools – all of our clients have Microsoft 365. What HAS changed is how we use the tools and how we run our businesses. Back when we did break/fix, we all wanted our customers to have a problem so we could go and fix them. That’s a terrible business model!

“Clients don’t want their IT systems to go wrong and neither do we. There’s a shared interest in keeping them operational, and that’s why the MSP model is so successful and profitable. But their core needs are still the same, too.”

The Most Important Lesson Learned From ExperienceRobert says the most important lesson is also one of the simplest: “Be on the side of the customer. if you’re battling with them, you might win the argument but you’ll probably lose the customer. That’s not what you want.

“But if you can have empathy for them, work to get to know them and build that relationship, you can really help them. Ask them what success looks like for them and talk about how to make it happen. Be a partner, not a supplier.”

How a Modern MSP Can Ensure LongevityTroy says that one of the biggest challenges MSPs face is when they don’t recognise just how important they are to their clients. Businesses need an expert to help them with their tech and to keep it safe.

“But too often, MSPs are in a race to the bottom to win business at the lowest price. And it’s difficult to deliver a good quality service that way. You can’t afford the right toolkit or training, or have enough people to deliver a good standard of service.

“In the US, there’s been a big shift in the MSPs having to accept liability when things go wrong. That doesn’t help your longevity. So when that happens here, we’ll start to see clients seeking certifications for security. You can’t deliver that on a shoestring, so re-evaluate your prices now.”

Troy’s Advice for a Modern MSP Stuck in the ‘Tech Guy’ Mindset“IT support is commoditised,” says Troy. “And the differentiator for clients is not how responsive you are. It’s about the material impact we can have on their businesses. And that’s things like helping them to make the right tool choices.

“That can often be complex and the client has never done it before. So when they’re faced with multiple options, having a trusted partner to help them pick the right one will be a massive help.

“If you can help a client use technology better in order to hit their goals, that’s more valuable to them. And it’s interesting work for the MSPs. Where you can stand out is by helping them to understand the impact their decisions will have on their business success.”

How to Connect With Robert and Troy* Aabyss * Follow Aabyss on LinkedIn * Connect with Robert on LinkedIn * Connect with Troy on LinkedIn * Follow Aabyss on X * Like Aabyss on Facebook

Mentioned in This Episode* IT conference: Dattocon * Podcast: Richard’s interview with Robert * Book: Marcus Sheridan: They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital Consumer, 2nd Edition, Revised and Updated * Cybersecurity accreditation: Cyber Essentials/Cyber Essentials+ * Quality management certification: ISO9001 * Environmental management certification: ISO14000 * Information security certification: ISO2700 * Peer group: SBSC Northwest Group * IT management platform: Kaseya * PSA tool: Autotask * RMM tool: Datto RMM * Documentation tool: IT Glue * Cloud marketplace: Pax8 * IT conference: Pax8 Beyond (Denver) * IT conference: Pax8 Beyond EMEA (Berlin)

You Might Also be Interested in* SBSC North West: Advantages of Sharing Best Practice Among Local Peers * Podcast: How to Build a Modern MSP for Business Growth and Success * Successful MSP Relationships: How to Find and Nurture Them to Make Them Last

The post TubbTalk 157: Looking Into The Mindset Of A Successful, Modern MSP appeared first on Tubblog: The Hub for MSPs.

They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer

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So you’ve authorised the annual leave requests, agreed that your staff will leave work equipment at home and now they’re on the hunt for a new bucket and spade. But before you wave them off at the airport, here are seven things to think about as they take time off.

Out of Office PolicyAn out-of-office email auto-response is standard these days – you can even set them on Google Mail. But it’s still a good idea to have a policy or a template so that the whole team uses the same message.

This might include information on when they’re absent and when they’re back in the office, as well as who to contact if the other person needs something sooner rather than later.

This is also a good opportunity to point people towards useful blogs or other content that could answer questions in the employee’s absence – it shows that you’ve anticipated their needs.

As well as demonstrating professionalism and transparency, your out of office email might also be a compliance requirement. Make sure you explain your reasons to all employees before they take time off.

However, depending on your company and the type of work you do, it might not be a good idea to let people know that staff are absent. I’ve come across MSPs who don’t use out of office messages, and clearly explain why they don’t.

Call/Email RedirectionAsk your employee to set up call and/or mail forwarding and test it before they leave for their holiday. If it’s not something they do often, make sure they know where to go for help. You might even include it in your holiday policy.

Make sure your other staff know who to contact while their colleague is off. It quite likely isn’t the same person who’s named in the out-of-office message. Agree with that third party what their availability and responsibilities are to the team members.

Handover Process – Before They Take Time offWhether a team member or an external supplier is covering a holiday absence, a handover process is important. This might need to be done prior to the vacation. Or it could be a list of instructions with key contacts left for the next person.

Make it clear where and how the handover document is saved and shared. There could be a video walkthrough if that makes it easier to do a handover. Recruitment specialists Reed recommend including things like regular tasks, guidance on using software and a summary of key processes and systems.

If the employee taking time off is involved in an ongoing project, it will be necessary to include the project brief, goals and desired outcomes. A Gantt Chart or other milestone tracker should be shared, along with key contacts and the name of the project lead.

It’s good practice to share the handover document well in advance of the employee’s holiday, to allow anyone covering time to ask questions and get clarification on things. If this is a key business role, schedule time to review it at regular intervals to ensure it’s up to date and any contacts mentioned are still in their roles.

Cover for Time offThe amount of cover required will vary from role to role, and it will also depend on the need of the organisation during the employee’s absence. If it’s a manager, it’s reasonable to assume that someone else at the same grade will take over.

If they’re having an extended vacation, you may decide to ask someone to step up in the interim. Or if you have a large company, this could be a secondment opportunity or even require a temp from outside the organisation.

Ensure that the team knows who they’ll be reporting to and what support they can expect. Any important information the temporary manager needs to have should be included in the handover document.

If it’s an engineer taking time off, find a colleague to take over their work, or adjust their workload so they can pick tasks up on their return. Cover isn’t always necessary, and there can be costs involved, so make this role-dependent.

In Case of EmergencyIf you’ve got a strong handover process in place and there’s cover for the role, there really shouldn’t be an emergency situation. But if something does crop up, make sure you’ve clarified the steps with the absent staff member first.

Agree what constitutes an emergency for their role. Ask junior team members to speak to another manager or HR colleague before contacting the person on holiday. It might be a good idea for you or the manager to get in touch, rather than the team member.

And make sure that the employee’s emergency contact information isn’t shared in either their out-of-office message or with the wider team! They’ve earned their time off and don’t need to be bothered with minor inconveniences.

Who Else Can Help During Their Time off?There should never be a situation where the employee who’s off is the only person who holds a key piece of information or knows how to do something. And if you’re running a successful MSP, you already know the risks of a single point of failure!

Again, it will depend on their role. But you need to ensure that at least one other employee knows how to do their work. Otherwise, this could constitute an emergency and you’ll need to contact the staff member on holiday!

If the information isn’t in the handover document, it might be their secretary who holds it. Or their counterpart in a different team should be able to help. Clarify this before they go on leave.

How to Update Them When They Get BackTo an extent, this will depend on the set-up of your business. If they work remotely, a video meeting or even a call might be sufficient. If they’re based in the office, do they need a catch-up meeting?

It might require a handover meeting from whoever was providing cover. Or perhaps there’s a briefing document that could be shared. However you decide to do it, make sure the staff member knows what to expect. And give them time to get caught up before you send them more work!

Have you got a holiday checklist that you use with your MSP employees? What else is important for you to tick off before people have time off? Let us know in the comments!

You Might Also Be Interested in* Why Time off is Vital for MSP Owners * Podcast: What do Mid-Life MSP Owners Need to Know for Better Health and Wellness? * Why You Should Encourage Your MSP Employees to Switch off on Holiday

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Hopefully, after reading this post, you understand why it’s important for MSP leaders to take time off. If you have a team, you’re legally required to give them holiday time each year. However, not all businesses proactively encourage their staff to completely switch off from work.

It might not be explicit in their contracts, but it could be part of the company culture that staff are available by phone or email while on holiday.

If you think your team has this idea and you’d rather they didn’t, now is a good time to make your expectations clear. Create an annual leave policy or update your existing one.

They Deserve to Switch off tooRemember that having time away from the workplace is beneficial for your team’s mental health and well-being. Depending on their role and the nature of your company, being at work might be stressful.

Encourage employees to leave their laptops and smartphones at home to be fully present with their families and friends. If they’ve been in the habit of replying to emails, gently remind them they don’t need to check in. Ask them to switch their out of office on before they finish.

Where possible, don’t cc them into messages while they’re away. If they do need to be kept in the loop, consider scheduling the emails for when they’re back – but ideally not at 9am on the Monday morning!

Plan ahead with them who will be covering their projects in their absence, handle likely client or colleague queries that might crop up, and where to find key information while they’re away. Don’t call them while they’re off unless it’s really urgent!

A Switch off Lets Them Come Back Refreshed and RechargedA change of scene and downtime does wonders for all of us. If your team know it’s ok for them to disconnect from the chat channels (such as Teams or Slack) for a few days, they’ll have a proper break.

Most people come back from a holiday with renewed enthusiasm for their work. They jump back into projects, and often the time out allows them to pick up where they left off with a fresh perspective.

They’ll re-engage with their colleagues, and they should be encouraged to share stories and photos of their break. Doing so adds to them feeling valued in their workplace and improves internal relationships and the overall company culture.

Holidays Reduce Resentment – And Staff TurnoverNobody wants to land in a hot destination after a five-hour flight and find a series of emails or worse, missed calls, on their phone. Be honest – you wouldn’t be pleased if it happened to you!

So make sure your employees are encouraged to switch off their work notifications. Or, if they use company equipment, ask them to leave them in the office. If it’s harder to contact them, you and their colleagues will be less tempted to get in touch.

If it’s a genuine emergency (refer to your own policies), then call and explain the situation. But repeatedly emailing requests to holidaying employees only breeds resentment. And they may start looking for a new role – from their sun lounger.

This pre-pandemic article says that in a study of 3,000 office workers, 69% said they were regularly asked to work outside their official hours. Now, with hybrid work and staff perks on the rise, they’re far less likely to tolerate the intrusion. Talent retention is hard enough in the IT sector without making it worse.

Your Team can Manage While Colleagues are OffDepending on the seniority of the staff member on vacation, it’s easy to assume that their team can’t cope without their support and guidance. But the sign of a good manager – and a good business owner – is to empower their employees to think for themselves.

Here at TeamTubb, we’re always encouraged to make decisions that feel right in the moment, and if anything goes disastrously wrong (which it hasn’t yet!), then we own up, apologise and work together to fix our mistakes.

Giving your staff autonomy not only makes them feel trusted and good about themselves, but it also means they feel more invested in the company and committed to working harder. It’s also important if you want people to progress up the career ladder within your organisation, rather than looking elsewhere.

Ultimately, if your team can’t manage if they’re a colleague or two down, then the failure is yours. Not only should you have holiday and handover policies in place, but people should feel able to step up when the opportunity presents itself. If not, there’s a poor company culture.

Attract New Employees by Promoting Switch off TimeAs we’ve already mentioned, tech talent retention is more of a challenge after Covid, but so is recruitment. Many smaller MSPs are struggling to find ways to attract new people to their business, as they can’t afford the perks of bigger companies.

But what if that’s true for you too? Then focus on the little things that will make a big difference. Talk about your company culture, holiday allowance and sick leave entitlement on your about page, not just in job adverts.

If a jobseeker can see how important staff down time is for you as a business, they’ll be more able to imagine themselves working for you. And if you follow through on the commitment to let people switch off, then they’ll recommend you to others.

You Might Also be Interested in* Why Mental Health is a Key Pillar to Success for IT Businesses * Podcast: Mental Health for MSP Owners * Mental Health Resources for MSP Businesses

The post Why you Should Encourage Your MSP Employees to Switch off on Holiday appeared first on Tubblog: The Hub for MSPs.

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In a recent webinar from cybersecurity experts Huntress, we got to take a look at a new concept from their SAT platform (Security Awareness Training) -Phishing Defence Coaching.

This is a new way to deploy phishing exercises that provide contextual interactive experiences for any users that are caught out.

Three members of Huntress SAT‘s senior product team provided a demonstration and explained some of the use cases behind the recent developments for the product and how it can help MSPs (managed service providers) to reduce the risk of the human factor for their clients.

Webinar: That Phishy Feeling – Learning to Spot Modern PhishingThe webinar event took place on Thursday 6th June 2024 at 4:30pm BST.

It was presented by:

Dima Kumets, Principal Product Manager, Huntress SAT
Truman Kain, Senior Product Researcher, Huntress SAT
James O’Leary, Product Marketing Manager, Huntress SAT

And you can catch a full replay of the webinar here.

Security Awareness: From Threat to TrainingTruman began by showing some recent examples of common phishing attempts that have been added their educational portfolio.

Example 1: Rapid Scenario Addition and ModificationThere was a recent example of a phishing email targeting MSPs and domain admins in particular. It would appear as a mailbox redirect alert, which the intended victims would be used to seeing.

Huntress developers added this scenario into their SAT platform as this kind of impersonation attack is something all MSPs should be aware of.

Example 2: MalvertisingFor some websites you see as trustworthy, there can still be some malicious code hiding in the javascript advertising.

Just clicking on the advert link would download malware onto the hosts machine.

Though this was picked up quickly and isolated by the Huntress SOC Team (Security Operations Centre), the remedial recommendations included enrolling the user onto security awareness training to prevent similar actions in the future.

Malvertising is another scenario now added to the Huntress SAT catalogue.

Example 3: Password StorageSince January 2024, Huntress have discovered over 30,000 unsecure credential files.

Unsecure credential files are a massive liability because once attackers gain egress into your system, finding these files and exploiting them gives them a greater ability to pivot, hide and elevate permissions.

Because this is a bigger problem than some realise, Huntress created another specific scenario to address this problem in their SAT catalogue.

A Demonstration of Phishing Defence CoachingTo demonstrate how Phishing Defence Coaching works differently to other methods of follow-up training, Dima took us through a typical scenario.

The phishing email that he showed us was a fraud protection alert from American Express.

While it may have looked believable enough to the untrained eye, there were some clues to its lack of authenticity.

Whereas typical anti-phishing measures may spot this, and isolate it before you click on the link, phishing defence coaching works a little differently.

When you click on the phishing link, you’re redirected to a screen informing you that you were almost phished. This begins the coaching process where you’re asked a question: “Why did you click on the link?”

Possible answers you can give are:

I was in a hurry
It looked important/seemed urgent
I didn’t look clearly enough
I thought I was in trouble

Or if none of these fit why you clicked on it, you can add your own reason into a text field.

Depending on the answer you give, it will give you feedback that tells you why this plays into the hands of the attackers.

Phishing Defence Coaching Shows You the Signs to Look at ForNext, the coaching refers back to the phishing email that caught you out to show you the signs to look out for next time.

Does it have a suspicious email address?
Does the link address seem to direct you to a completely different domain when you hover over it?
Does it convey a sense of urgency?
Is the email not at all relevant to you? (e.g. do you even have an American Express account associated with this email address?)
Does the email contain discrepancies in the branding, design and wording?

At the end of this process it asks: On a scale of 1 to 5, how prepared do you feel to identify future phishing attacks?

This information lets the MSP know if there’s a need for a follow-up conversation about more security awareness training, so it’s important to ask.

Phishing Defence Coaching DashboardWhen you send out a phishing simulation from Huntress SAT, it records the information about who clicked on the link and who ignored it.

Of those that were compromised, you can see the reason they gave for clicking on the link, as well as how prepared they said they were at identifying future phishing attacks.

In future, this will also be able to show historic data. So for MSPs, you can show how much better your client’s staff are at spotting phishing attempts. Which, in turn, demonstrates your value as an MSP to your clients.

What Beta Testing RevealedOut of a sample of 181 people who were phished successfully the top three reasons given for clicking the link were:

29% said “I didn’t look closely enough”
19% said “It seemed important”
9% said “I was in a hurry”

Other common responses said they clicked because it referenced a colleague by name or their email address.

Truman said that it’s a common tactic that phishers employ as a way to bypass our cognitive defences. We’re much more likely to believe an email is legitimate if we see a familiar name within the text.

The preparedness indicator revealed a small number selected 1 or 2 on the scale, which is what you’d expect. However, even those selecting 3, 4 or 5 will be tested again in subsequent months. So it’s best to encourage honest responses here, because the results will reveal the truth.

Question and Answer SessionTo finish the webinar, the speakers invited the audience to ask questions.

Q1: Do you think that people will be honest about their response to the preparedness question?

A2: If you see results with no 1s or 2s reported, then that’s a good thing, of course. It means you should focus on education for the 3s as the lower benchmark.

Q2: To prevent compromised users from telling everyone in the office, is it possible to delay the coaching until all the test emails have been opened?

A2: We considered this approach, but really the emphasis is one of education in the moment. This is so that they are learning while the situation is fresh in their minds.

Q3: Will the SAT platform update its content from threat intelligence collected by the MDR/EDR teams?

A3: Absolutely, in fact the Malvertising scenario we saw earlier came about because it was a common attack vector picked up by the SOC analysts. In cases like this, the details are passed across to the SAT developers to create new scenario content from when it’s judged to be relevant to MSPs and their clients.

Phishing Defence Coaching ConclusionThe human factor is still a popular vector for attackers to exploit.

Today’s phishing emails are designed to catch you off guard. Therefore, it’s important to not only protect users when they are compromised, but equip them with the knowledge to avoid being compromised in future.

As an MSP, you need to deliver the best value in reducing the risk for your client as possible. Huntress SAT’s Phishing Defence Coaching will certainly help you to do that.

You Might Also Be Interested In* In-House or Outsourced Cybersecurity: What’s Best for MSPs? * TubbTalk 143: How to Navigate the Cybersecurity Landscape: A Comprehensive Guide for MSPs * 10 Handy AI Resources to Help Your MSP Clients Grow Their Businesses

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Greg Jones is the vice president of business development at Kaseya Datto, a former MSP and the executive council leader of CompTIA UK and Ireland Committee. Greg’s led the way in encouraging modern MSP leaders to share their knowledge through video and social media and grow their business.

An Interview With Greg JonesThe Biggest Surprise Moving From an MSP to a VendorHaving run his own MSP for many years, Greg says that moving to Kaseya Datto was an eye-opener. “What surprised me was the commonality among MSPs. It’s easy to feel isolated and think that the challenges and problems you face are unique.

“But when you get out there and talk to MSPs, they’re struggling with the same things. Yes, the scale might be different depending on where their business is, but that’s all.”

However, Greg admits that he saw how different MSPs are to vendors, and they shouldn’t be pushed into a particular route. “What’s best for the MSPs? Because if the vendors support them in the right way, they’ll both grow.”

Advice for MSPs to Build a Better Vendor RelationshipThe key to a good vendor relationship, Greg says, is engagement. Too many vendors describe themselves as “a strategic partner” but the relationship is actually quite transactional.

“That’s not the responsibility of either party, but if you have a transactional relationship, it’s down to poor engagement. So, focus on building the connection. Identify key individuals and invest time to get to know them better.

“It’s not just about buying a product or service. It’s about the support system they provide. Be direct and ask them how they can help you on a strategic level, and to grow your MSP.”

Why You Need to Partner with Vendors to Scale Your MSPGreg explains that working for a vendor gives him a unique insight into how MSPs are able to grow. “Those who grow the fastest always have one common denominator.

“It’s not who they’ve got in their executive team or the size of the business. It’s a focus on sales and marketing and a good strong relationship with all of their vendors. I’ve seen the numbers, so I know that this is the key to success.”

The Importance of Having a MentorNo matter what stage you’re at with your MSP business, a mentor is a good idea. Many of us started out as techies and find it lonely to be the boss. Having peer support and someone to bounce ideas off is invaluable.

Greg adds: “A lot of people are confused about mentors. Maybe they don’t know who to ask, they think they have to pay or that they’re not ready to ask for help. But we all have mentors, whether we realise it or not.

“It might be a friend or a loved one. But anyone you share goals with and who you know, like and trust, can fulfil the role of a mentor for you. It’s so helpful to get an outside perspective from them, and they have your best interests at heart.”

How Greg Overcame Resistance and Put Himself Out There on Social MediaGreg is a big believer in growing your business and expanding your network by using social media, and wanted to lead by example. “What I wanted to show is that I understand the MSP space and I’m passionate about it.

“I wanted to shine a light on the MSPs, but also the vendors and the individuals who do outstanding work. Because we don’t work in silos. We are collectively great, and working together is how we overcome our challenges.

“And also, it really highlights the consistency and patterns I see with MSPs working together. It might come as a surprise, but a lot of us work on the same initiatives. We’re looking to achieve the same thing. So it’s important for me to lead by example.”

What Community Means to GregCommunity matters to Greg: “It’s the collective power of uniting, all coming together to achieve whatever that is for your business and goals. Ultimately, it’s about not trying to do things by yourself and raise the bar for both the MSP community and the IT industry as a whole.

“I sit on a number of boards, I chair the UK Cybersecurity Committee for CompTIA in the UK & Ireland. Plus I serve as a board ambassador for Alder Hey Children’s Charity. I attended one of their open days some years ago and was blown away by their commitment to driving technology and innovation in healthcare, and I wanted to be a part of that.”

How to Connect With Greg Jones* Datto * Follow Datto on LinkedIn * Like Datto on Facebook * Follow Datto on X * Connect with Greg on LinkedIn * Email Greg

Mentioned in This Episode* Dattocon Europe * Kaseya * Peer group: CompTIA * Business tools: IT Complete * Endpoint management: Kaseya 365 * MSP accountability programme: Kaseya TruPeer * Cybersecurity framework: NIST 2.0 * Greg’s LinkedIn series: Who Are You Monday * Greg’s LinkedIn series: 1 Minute Wednesday * Channel Executive Council * Alder Hey Children’s Charity * Book and lifestyle: Robin Sharma: The 5 AM Club: Own Your Morning. Elevate Your Life.

You Might Also be Interested in* Podcast: Interview with Fred Voccola of Kaseya * How do I Choose a CRM Vendor to Work With? * Three Examples of Great Tech Support From Small IT Vendors

The post TubbTalk 156: How To Partner With a Vendor To Grow Your MSP Business appeared first on Tubblog: The Hub for MSPs.

The 5AM Club: Own Your Morning. Elevate Your Life.

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MSP testimonials can be a very powerful addition to your website in establishing your credibility and attracting new prospects.

As a way to stand out from your competition as well as showcase your talents and expertise, testimonials are a personal expression of a positive experience from your customers, in their own words.

When potential customers see the positive experiences of others, it creates greater trust and adds a layer of authenticity to your service offering.

In this article we’ll look at what should go into a good testimonial, and what to avoid.

What Do We Mean by a Testimonial?A testimonial can either be a written statement or recorded as a video. It’s an expression of positive feedback from a client or customer about their experience in working with you, their service provider.

The genuine experiences of satisfied clients create an infectious confidence in your brand for visitors to your website, or for those viewing your marketing.

It’s in our nature to trust a brand more when they are able to demonstrate value for others. This is called social proof.

As business growth marketing expert Jay Baer says: “We trust people who are like us, and we trust people who are like people we trust.”

According to a 2023 study by the Medill Spiegel Research Centre: B2B companies that showcase customer testimonials on their website see a 45% increase in conversions on average.

So they’re worth having on your website.

Asking for an MSP TestimonialHowever, some people do find it quite difficult to ask their clients for a testimonial.

Perhaps part of our introverted nature as technically-minded professionals, ‘imposter syndrome’ can creep in despite us being our clients’ chosen technology partner.

Another reason could be a fear of rejection. All business owners are very busy people, and asking them to give up their time can feel ‘a bit cheeky’.

However, if you do ask and they politely decline, this could be an opportunity for you to ask if there’s anything you can do to improve your service.

If they have received a service that they’ve been pleased with, most clients will be more than happy to help. Plus you can always sweeten the deal by offering them a little token (such as a coffee) for their participation!

What Criteria Goes Into a Good MSP TestimonialHere are a few pointers for you if you want to get a good MSP testimonial for your website.

AuthenticityIt goes without saying that a good testimonial is based on a true and accurate account from one of your clients. Otherwise it’s a wasted exercise, and it can reflect badly on you if it’s later discovered to be false.

Relevant and RelatableTestimonials, like any marketing, have more impact when they address a desire or common concern of your audience. A customer story that resonates in this way increases the likelihood of attracting new clients.

Emotional AppealWhile it’s important for a client to mention how your services have saved them money or solved a complex problem. It’s also to articulate how they felt about the experience.

Words that convey joy, satisfaction, relief or a sense of achievement will often have greater impact on potential buyers influencing their decision-making process.

Visually EngagingAesthetics are an important part of any marketing material you produce. So video testimonials should be shot with good lighting and clear sound, and should be nicely edited for maximum impact.

Written testimonials should appear in a clear font, with a professional image of the client or their business logo if possible. You can also use quotation marks to emphasise the point that it’s the client’s own words.

Brief and ConciseIt sounds like there’s a lot to put into a single testimonial. But they are better if they’re brief and to the point. Less is more!

Because there’s so much to read on your website, from calls to action and the various service packages available. Shorter, punchier testimonials can be easily read, and may just sway a prospect into booking a call with you.

If you want to reveal a more detailed account, it’s better to include those as case studies.

Things to Avoid in a TestimonialDespite all the benefits client testimonials have to offer, getting them wrong can have an adverse affect your business.

Here are a list of five things to avoid in your testimonials:

Try to avoid exaggerated accounts with unverifiable claims in testimonials, as these will greatly harm your credibility.
Testimonials that are too long or poorly presented won’t keep the attention of your audience.
Likewise, if a testimonial seems overly scripted it can be a turn-off for potential buyers, as it gives the appearance they’re not authentic.
If one of your testimonials shows inaccurate or outdated information it can shows a lack of attention to detail on your part.
Testimonials that focus too heavily on negative scene-setting can be less appealing than positive and constructive testimonials.

It’s essential to make sure you verify everything and regularly review any content produced by a third party if it’s going to be included in your marketing.

How to Go About Getting a TestimonialThere are a number of different methods for collecting testimonials for your website or marketing collateral.

You can provide a testimonial request form on your website, which presents the user with a number of questions to answer. Or provide them with a link to a video testimonial app.

If you’ve just completed a project for a client that you think would make a great testimonial, then give them a call to discuss it.

Or perhaps you’ve noticed a trend where you’ve reduced support tickets for a customer or improved their security posture. When you send them a congratulatory email, why not ask them for a testimonial then too.

You can also include a link to your testimonial submission form on ticket resolution emails, or ask for them from your clients at your regular technical review meetings.

Once you have the testimonials, you then have to decide which of them you want to publish and where to use them.

MSP Testimonials Are a Game ChangerIn a crowded market where everyone claims to be the perfect partner for your business, the expression of gratitude from your clients is a game-changer.

You can be the best at what you do, but strangers might not be able to fully connect with what you can provide without the endorsement of people they can easily relate to.

Turning it around, as an MSP when you are looking for vendor partners to work with, do you look at their testimonials or other social proof?

And once you’ve mastered the art of gathering testimonials, perhaps it might embolden you into developing some case studies as well?

Is your website in need of an update when it comes to incorporating testimonials? If so, will you have the courage to ask for testimonials from your clients, making sure to give them some pointers on what to talk about?

We’d love to hear about your experience with testimonials, and any success you’ve had in attracting new prospects as a result. Please let us know in the comments.

You Might Also Be Interested In* Maximizing Your MSP’s Marketing with Proven Social Proof Strategies * TubbTalk 153: The Godfather Of Modern Productivity: How To Leverage GTD For Teams * Why Consistent Content Marketing is Key for MSP Sales Success

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Stuart Ashenbrenner is a Staff macOS Researcher focusing on macOS security and development at Huntress. And he is the co-author and core developer of the open source macOS incident response tool called Aftermath. He’s the ideal person to give advice on all things Mac.

Wes Hutcherson is the Director of Product Marketing for Huntress, where he oversees market intelligence and go to marketing strategies. His multifaceted technology and cybersecurity experience spans over a decade.

An Interview With Stuart Ashenbrenner and Wes HutchersonThe Current macOS Threat LandscapeFor many years, Mac computers have been considered a safer option when it comes to cybersecurity. This mistaken belief, as Stu explains, comes from a marketing campaign by Apple which said ‘Macs don’t get viruses.’

Of course, there was built-in protection, but users were (and are) convinced their machine is safe. But as attack techniques become more sophisticated, there will be similar targeted attacks to those seen by Windows users.

Larger organisations will be more at risk, too. MSPs will have to prepare for adware, POPs and other types of malware. The challenge is not so much the threats themselves but the belief of the users.

The Huntress Mac Support OfferingWes explains that Huntress found that many providers had been adding their Windows component onto macOS and assuming that nobody would notice. “It’s like baseball and cricket. They both use bats and balls, but the rules are completely different.

“And that means the outcomes are going to be completely different too. So we went out and hired macOS experts. We asked them to help us understand the nuances of the OS so we could detect the threats that are more prevalent on Macs compared to Windows.”

They also found that, while there are more threats to Windows out there, there has been a greater increase in threats to Macs over the last year or so. “So we looked at threat detections we could develop specific to macOS. And then we could build response capabilities to isolate and eradicate those threats.”

Today’s Most Common Attack Vectors Affecting macOS SecurityHuntress have found outliers that leverage zero day attacks, either in the OS itself or within the software supply chain. However, Stu explains that the vast majority are adware or malicious extensions.

“It’s very different to the Windows platform. There are a lot of browser or search engine hijacking, or PUPs. And to users, it doesn’t seem that bad. It’s not a nation state trying to move across your network.

“But that can lead to a false sense of security which makes them more vulnerable later on. Crypto mining and info stealers are big right now, and they’re leading to massive losses, whether that’s data or money.”

Recommended Best Practices to Enhance macOS Security for MSP ClientsFirstly, Stuart says it’s important to recognise that many of these Mac threats are recent. “10 years ago, there were very few threats. “But the increase in BYOD (bring your own device) and working from home has added to the problems.

“Employers have been happy to let staff use their own computers. Which leads to them installing all kinds of programmes which weren’t’ secure enough. So the best thing to leverage an MDM. The MSP can do that on the client’s behalf.

“And that’s not common for MSPs, especially if they’re used to PCs. But it’s Apple’s recommended way to protect software. That way, every time the user goes to open a new programme, there’s a prompt the approve the tool. That gives autonomy over app permissions.”

How to Deal With Clients Who Believe Their Mac is Secure EnoughNo matter what you say, some clients won’t accept that their Mac computers are at risk. So, as Wes explains, you have to give them concrete examples to help them understand the threats.

“At my previous company, we carried out a study where we recruited ethical hackers to do some penetration tests. We asked them how fast they could gain access to a network and complete an attack. 57% said they could do it in under 25 hours.

“Then, we asked them how often they’re detected. And 72% said they’re rarely noticed, with 82% saying very few companies can stop them. So we took that data to those clients and showed them how easy it was. That really brought it home for them. So use hard facts whenever you can.”

How to Stay Ahead of Evolving macOS Security ThreatsThe main recommendation Wes has is to make sure that your MSP has an endpoint detection response standpoint. “There are unique components for Mac visibility compared to Windows, so I’d say stay ahead.

“Remember that you can’t detect what you can’t see, so you need to pay attention. If you decide to have a third-party provider to help with EDR, ensure they have a macOS dedicated threat intelligence or development team.

“And remind clients that attackers can strike at any time. Being isolated isn’t enough. Consider all the components to stay ahead and regard these as critical capabilities. Take the time to find the right provider and to educate your clients.”

How to Connect With Stuart Ashenbrenner and Wes Hutcherson* Huntress * Follow Huntress on LinkedIn * Like Huntress on Facebook * Follow Huntress on X * Connect with Stuart on LinkedIn * Connect with Wes on LinkedIn

Mentioned in This Episode* Open source macOS incident response tool: Aftermath * Podcast: Interview with Dray Agha * Malware: Atomic macOS Stealer (AMOS) * Trojan: Info Stealer * Shell programme: Bash * Scripting language: AppleScript * Knowledge base: MITRE ATT&CK * macOS threat: Cuckoo * XM Cyber study into breach and attack simulations * Slack community: MacAdmins * Blog series: Ask the Mac Guy: macOS Security Myths * On-demand webinar: Dealing with Mac threats * MSP peer group: The Tech Tribe * Monthly Huntress get-together: Tradecraft Tuesday * Huntress: Free trial

You Might Also be Interested in* Webinar: Chilling Cybersecurity Horror Stories from the Professionals at Huntress * In-House or Outsourced Cybersecurity: What’s Best for MSPs? * Top Tech and Insights From Cloud & Cybersecurity Expo

The post TubbTalk 155: How To Stop Mac Hacks In Their Tracks and Bolster macOS Security appeared first on Tubblog: The Hub for MSPs.

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As usual, the British summer doesn’t seem to know what it wants. Heating and jumpers on one minute, and then windows down and jackets off in beer gardens the next.

However, whatever the weather does, the schools will be closed for six weeks and the motorways will be full of cars at a standstill. Holidays will be happening regardless of sunshine and showers.

So as a busy MSP (managed service provider) owner, are you planning to take a week or two off, or are you ignoring the call of the beach in order to keep working? If you have small children you may not have a choice, but even so you may end up taking your laptop and smartphone away with you.

Here at TeamTubb, we’re big believers in the importance of everyone taking time off, even the leadership. Richard himself has taken the summer off in the past, trusting us to keep things ticking over.

But if you’re reading this and thinking: “There’s no way I could take a holiday, even if I wanted to. The business needs me to be present at all times, then I’d urge you to have a rethink.

Downtime is NormalTaking time out and away from your business isn’t a bad thing. Paid vacation leave has been available to British employees since 1938, so even the government thinks we should have a break now and then. And not just on the bank holidays!

If you really don’t think you could take a full fortnight out, then why not plan some long weekends or city breaks? Book with a friend or your family, so you’re committed to them and won’t let them down. Plan in advance so you can let the team know.

And depending on your longer-term plan for the business, this could also be a good opportunity for you to step away from some of the day-to-day tasks you’re intending to pass over eventually.

You might want to move to a four-day work week, so perhaps you can try it over the summer. Wherever possible, try to tie it in with a regular event (an evening class, a gym session) so that you’ve got an external obligation to not be at the office.

Avoid Burnout by Taking Time OffThe main reason you need to take time off is to avoid getting run down and burning out. This is very common in self-employed people, especially when they’re new to business. Just last month, Wifi Statistics’ website WifiTalents reported that 60% of entrepreneurs said that not only had they suffered with burnout, but that it had impacted on their mental health.

And burnout is not only difficult to manage at the time, but can have a massive impact on your future health and wellbeing, as well as on your business. You might not realise until later on the full extent of its effects.

No job, even if it’s being the CEO of your own company, is worth your health. Depending on what happens, you may be off sick for several months. This may affect your income and also make it harder for you to pay your staff. If you don’t have key person insurance or similar, you might feel obliged to get back to work sooner than you’d like.

Be kind to yourself and start to look into mindfulness practices – having a week or so away from the business might be the ideal time to introduce meditation, a lunchtime dog walk or a yoga class. Wherever possible, we want to prevent burnout, not treat the after-effects. And remember to encourage your team to do likewise.

You’ve Built the Team, Now it’s Time to Trust ThemIf you’re no longer operating as a break/fix one-man band and have embraced the MSP model, then you’ll have at least a couple of engineers in your employ. You’ve spent time recruiting and training people to deliver your services to the same standard you do, right?

So in that case, let them run the business for you while you’re away! It can be hard to let go of the reins when it feels less like a company and more like your baby, but that’s the whole reason you’ve got a team.

Make sure you’ve got everything in place for them before you take time off (we’ll be covering this in a future post) and, more importantly, set some boundaries. Let them know if, how and when they can contact you, or who to go to in case of something urgent.

Encourage them to take ownership of both current tasks and new things that might arise when you’re absent. And make sure they’re comfortable with saying no to clients – and not sharing your personal number with them either!

Showing your team that you trust them to run things without you will really make them step up their game to deliver for you. And it increases their job satisfaction, too, making them more likely to stick around.

Have Creative Ideas and Find Inspiration During Time OffI’m a small business owner myself, and I find that when I’m out of office and technically not working (because I’m never completely switched off!) I have my best ideas.

If you also find your downtime is when you have your best ideas, come up with a way to capture those. If you’re analogue (and you might decide to take a digital break as well as a physical one), have a pen and notebook to hand.

Or, you might prefer to record your ideas as a voice memo or note on your phone. If you do decide to capture your thoughts on the computer, try to stay away from email and work communication channels! You might allow yourself 20 minutes a day to add things to your digital to-do list.

And make sure that you schedule some time to review these ideas when you get back to work. Put it in your calendar to do when you’re checking your newly-filled inbox, and if you need help from a team member, let them know while the idea is still fresh in your mind.

Come Back Refreshed From Your Time OffWhether you had a staycation, a city break or an exotic holiday, you will hopefully feel relaxed and refreshed when you get back to the day job. Having time to yourself might have stimulated new ideas, but it might have also adjusted your perspective on existing things, too.

Perhaps something that felt like a challenge before you went away now seems more manageable. You might decide that it’s time to get rid of that difficult client, offer a new service, expand the team or adopt a new way of working.

Whatever it is, you should really notice the difference when you come back after time out. Now is a great time to re-evaluate and redefine your quarter 4 goals so you can end the year strong. And make the time to have the festive period off too!

Are you taking time off this summer? Let us know in the comments how you’re preparing for the holidays.

You Might Also be Interested in* 7 Examples of how to Promote Positive Mental Wellbeing in Your Business * Podcast: What do Midlife MSP Owners Need to Know for Better Health and Wellness? * Encouraging Wellbeing as an Important Investment for Your Business

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Social proof is one of the most powerful tools in your marketing arsenal as a managed service provider (MSP).

Credible peer reviews can give your business the edge over your competition, and is an essential component in helping to build a trusted brand.

But if ‘social proof’ is a novel concept for you, or you don’t know where to start, don’t worry.

In this article we’re going to look at the benefits and risks involved. And also, look at some practical examples which you can implement in your business.

What is Social Proof and Why it Matters?Social proof was a term coined by Dr Robert Cialdini in his book Influence: The Psychology of Persuasion.

It’s a psychological phenomenon that comes from following the behaviour of people who others perceive to be correct. This includes choices they make, and the people they trust.

It’s a similar concept to herd mentality.

When marketing to potential customers, this subconscious behaviour influences the decision to buy in three ways:

Conformity – Customers unsure of where to buy will look to their peers for inspiration. Often this comes from a psychological desire to fit in and gain acceptance.

Belonging – Customers are influenced when a service provider’s values align with their own.

Trust – When other customers’ opinions increase your confidence to make a decision to buy.

Online reviews are a powerful form of social proof. In the 2023 Software Buying Trends Report from Gartner, 86% of businesses consider verified reviews critical in their decision to purchase from a business.

As an MSP, you can encourage more prospects to buy your services by leveraging social proof in your marketing.

The Benefits of Social ProofAccording to digital marketing expert Gary Vaynerchuk: “Social proof is the currency of the future. It’s the most powerful form of advertising.”

When you invest in a social proof strategy, it comes with a number of significant benefits.

Shows Trust and CredibilityWhen you’re able to provide examples of the genuine successful outcomes you’ve achieved for those you’ve worked with, it can elevate you above the competition.

It proves you understand the needs of your customers and can be trusted to deliver.

In a B2B (Business-to-Business) context, when you’ve worked well with others in the past, their experiences, shared for your benefit, go a long way.

Real world examples that can be verified and checked will build confidence in prospective clients. It might make all the difference between choosing your MSP business to work with over another.

Demonstrates Your Industry ExpertiseIn the face of growing threats, and advancing innovations, your ideal prospects are looking for technology partners who are proven to be good at what they do.

By demonstrating a history of successfully implemented solutions for your customers, you’ll showcase your skills in a relatable context.

Plus, your knowledge in anticipating and adapting to trends in a rapidly evolving industry is a unique selling proposition that should be shared with your audience.

Sets You Apart from Your CompetitorsIT service provision is a crowded marketplace, and so exploiting the means to showcase your achievements is an ingenious way to elevate your business above the competition.

Significant breakthroughs or challenges that you’ve successfully overcome, especially where you’ve received recognition for it, are great examples of using social proof this way.

Builds Better RelationshipsIt’s not just prospects that see your social proof efforts. Your existing customers and industry peers will see them too.

Case studies and customer stories can showcase how you’ve helped your clients in the past in strategic ways, and strengthen the relationships you have across your entire customer base.

Likewise, these are a great endorsement of what to expect when working with you. And therefore can lead to more opportunities for strategic partnerships and referrals.

Provides a Template for ImprovementAs well as proving good service amongst your happy customers, reviews are a great way of identifying areas for improvement.

Reviews will show you what your customers valued most about their interactions with you, which in turn suggests other areas to focus on improving. Continuous business improvement will help your services mature and maintain high standards.

6 Examples of Social Proof for Managed Service ProvidersWhen it comes to social proof that MSPs should aim in to incorporate into their business, these six examples will provide the most value to you.

Client TestimonialsTestimonials are powerful because they come directly from your clients and offer personal insights into what it’s like working with you and your business.

They are relatable to your prospects, and they’re seen as credible endorsements because they’re written or recorded by the client in their own words. However, it is common to provide some questions for guidance.

A good testimonial can help build an emotional connection with your audience on social media, or to visitors to your website or YouTube channel.

Some testimonials can address concerns and common objections that some of your prospects might have, and positively influence decision makers in choosing to buy IT services from you.

Case StudiesCase studies, sometimes referred to as customer success stories, are in-depth accounts of how your services as an IT provider have directly impacted on one of your customers or clients.

A good case study paints a clear and accurate picture of the scenario faced by your client, and how you worked with them to achieve a desirable outcome.

For maximum credibility, case studies should include feedback from the client in their own words. This will help your case studies reach your prospect audience on an emotional level.

Because of this, case studies are powerful forms of marketing for your business, and are essential on your website, and also pinned to your LinkedIn Company Profile.

User Reviews and RatingsReviews give a quick and easy indication of how valued you are by your customers as a IT service provider. When potential customers see positive reviews, it helps to build your credibility, and makes your more trustworthy.

Reviews are easy to set up, whether that’s using a service like Trustpilot or by conducting surveys from resolved support tickets. And it will allow you to show your audience the confidence you have in delivering a satisfactory service to your clients.

However, remember to be transparent about your ratings, making sure to include the number of reviews that rating is based on.

Peer Awards and Media CoverageAwards are another way to showcase your talents in the industry. Receiving recognition for your work by your peers validates your expertise in your field.

This shows your prospects that others think you do great work and gives them confidence to buy from you.

It also sets a benchmark for others to strive for which benefits the industry as a whole.

Media coverage also gives your brand recognition, especially if it’s in service of your clients or doing work for charity. For example, sponsoring a sports team that creates column inches makes for good marketing.

Trustmark Badges and CertificationsSimilar to your peer awards, you should display your certifications and trustmarks to promote your business.

Usually, these qualifications have to be earned by completing an exam or providing documentary evidence that you’ve adhered to the requirements. However, they show both a commitment to hard work and a competency in a specific discipline.

An example of this is the Assured Service Provider scheme from the National Cyber Security Centre. This allows you to display this badge on your website, and makes you part of a select few who have this qualification.

Social Media Mentions and SharesHow you interact with others on social media is yet another form of social proof. Platforms like LinkedIn allow us to directly interact with our connections and followers.

What we choose to react to, comment on and share has an impact on our connected audiences. As well as any posts, videos or events that we’re tagged in.

These interactions reveal what we value as individuals and can make us more relatable and approachable to others.

Risks When Relying Solely on Social ProofSocial proof as a marketing method does come with some minor concerns to watch out for.

Bad Reviews

While sometimes a bad review is unavoidable, it’s important that you address them.

From a customer experience point of view, you should always attempt to address and rectify the issue where possible. If you miss the opportunity to try to reach out, it can send a negative signal to prospects. From reading your reviews it could appear that you don’t seem to care about your customers.

Zero Poor Ratings

It’s true that while good ratings promote your business in a positive light, bad ratings do the opposite. However, having no poor ratings at all can look suspicious, and could imply some dishonesty on your part in masking the true average.

It’s thought to be acceptable to have a minimum overall average of 3.5 out of 5 stars. Any fewer and it could put off some of your potential prospects.

Making Inaccurate Claims

It’s a risk to your credibility, and therefore your reputation if your social proof has been embellished in some way. You can assume that any marketing you put out has been fact checked, but it may be easy to miss in testimonials or case studies made by your clients and peers.

Make sure you review your social proof mechanisms and address any inaccuracies.

A mistake or two is easy to forgive, but regular claims that aren’t true could cause you problems if not addressed. And being caught in a lie makes it difficult to win back any lost trust as a result. Plus there may be legal implications too.

Where to Get Started With Social ProofIt might feel overwhelming to start incorporating social proof into your marketing. Especially given everything else you do as an MSP business owner. However, you don’t need to do it all right away. Think of it as a project that can be undertaken a bit at a time. Adding to it when you find the time.

Here are a few tips to get you started:

Figure Out What Sets You Apart from Your CompetitorsWhether this is your ethos and culture, your people, your unique selling proposition or the niche that you work in. Establishing what sets you apart from your competitors early on is a good place to start for any marketing strategy.

It helps you determine your focus for who you follow on social media, what groups you’re a member of and the sort of customers you want for your business.

Approach Your Clients for a Testimonial or ReviewAsking your clients for a testimonial or review might seem like a bother, but your happy customers will often be happy to oblige you.

You can make this process easier for them by offering assistance in what to say in their statement. The testimonial could be a written statement or a video.

Likewise, you can provide a link to a form to your customers that wish to leave a short review.

Start Collecting Survey Data for Resolved TicketsIf you don’t already send out surveys when you resolve support requests or complete projects, then now is a good time to start.

Survey data from your ticketing system, or an integrated software survey tool will supply the requisite data needed for establishing your customer satisfaction ratings.

Choose What to Include or Your WebsiteA regular review of your website should be something you think about doing every three to five years. And one of the best places to include any social proof marketing is on your website.

There are many places to include a testimonial: it could be in your trailer video embedded on the homepage, or it could be a short quotation within your hero image.

A specific testimonials subpage is another option where several can be read at once.

Another common place for short testimonials or ratings is near your call-to-action, as this is the area visitors will go to before making that emotional decision to buy.

Incorporate Social Proof into Your Digital Marketing StrategyIf you already have a digital marketing strategy, be sure to make social proof a part of it. You might think of it as ‘blowing your own trumpet’. However, it’s important to let your audience know about your achievements.

Your wins are a momentous part of your journey as an entrepreneur. Sharing them in your marketing builds your reputation and creates an emotional connection to your followers, website visitors or subscribers to your email newsletters.

Social Proof ConclusionMany digital businesses already embrace social proof as a way to distinguish themselves as experts in a crowded market.

MSPs should make meaningful connections with their audience of peers and potential prospects by tapping into social proof. Whether that’s visitors to the website, or followers on social media.

The credibility and trust you can build up will elevate your sales and marketing game, providing you’re careful to address inaccuracies and the bad reviews.

Have you seen your sales improve after putting a few glowing testimonials on your website? Did mentioning your accreditation as a Cyber Advisor result a few more phone calls? Or have you had to address a problematic review or two that wasn’t your fault?

We would love to hear your experiences in using social proof in the comments.

You Might Also Be Interested In* Why Consistent Content Marketing is Key for MSP Sales Success * TubbTalk 129: How an MSP Wins At Marketing in The Real World * 10 Handy AI Resources to Help Your MSP Clients Grow Their Business

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Influence: The Psychology of Persuasion, Revised Edition

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Eric Östlund-Folkeryd is the go-to market lead for Microsoft AI at Pax8 EMEA. He’s the business lead for Microsoft Copilot and other AI tools. He’s worked in commercial AI and SaaS roles at multiple organisations, which makes him the ideal person to help MSPs make the most of the latest tools.

An Interview with Eric Östlund-FolkerydThe Opportunity for MSPs with AIAs AI is more readily available, and in an MSP-friendly format, Eric says it’s cool to see what can be done with it. “You could tell a customer about what it can do, but you can do more than just sell a product.

“Instead, why not have a discussion around the outcomes your clients would like to get with AI? They might not all be available right now, but you’re getting things started.

“Now, MSPs can get into the business of providing outcomes. You sell peace of mind, productivity and future-proofing. Because those are the things that your clients really care about.”

What is Microsoft Copilot?A simple description is: it’s like ChatGPT, but it’s safe and usable for your work. But as Eric admits, that’s reductive. It adds generative AI and has the ability to generate new content for users.

Furthermore, Eric says: “It helps you to pull information together, connects the dots and presents the results clearly to you. And it works in every Microsoft product interaction you have.”

It’s evolving all the time, but the best way to think of it, says Eric, is to imagine it’s a junior assistant in your business. It’s available to everyone and you can offload tasks to it. It makes you a more-rounded professional.

The Challenges in Integrating AI Tools Like Microsoft Copilot into Your Existing StackFor many MSPs and their SMB clients, it feels like AI came out of nowhere. That’s not strictly true, says Eric, but it did arrive quicker than many expected. He adds: “It’s probably the most customer driven product that I’ve encountered. Clients want to know how to use it.

“As an MSP, you want to be seen as the trusted expert who knows everything about the technology before you deploy it, and that can be a challenge. But while that’s a problem, it’s also a huge opportunity. When else do clients ask for help like this?

“There’s no defining playbook, because we don’t have years of experience to draw on. That means that MSPs have to experiment with AI tools. Look at how you can use and integrate it, and then help your customers do the same. It’s a learning curve.”

Surprising Ways You Can Use Microsoft CopilotEric explains that he uses Microsoft Copilot for a range of work tasks. “When I have to prepare a presentation, I use it to help me craft an outline and produce a basic PowerPoint slideshow.

“Or, when it comes to research, I give it a basic command. Then, I give more information in the follow-up prompts and refine my requests each time. I can also ask it to present the results in a table or as a report.

“But what has really been a surprise is with the Copilot for Work interface. You can use Prompt Buddy to help you to create better prompts. For instance, you can ask it to summarise your upcoming work day. It can look through emails and Teams communications to highlight what to follow up.”

How Microsoft Copilot Ensures Compliance and Security for MSP Client DataFor MSPs to keep their clients safe, Eric suggests in a premium licence for Microsoft Copilot. “If you do so, you have access to the full toolset. And you can manage who can access what, which data is shared, where and with who.

“If you want to provide a robust solution for clients’ problems, you need full data awareness, even if they don’t. You might restrict SharePoint search, for example, or give Copilot access to a few areas that are safe.

“You don’t need the client to be 100% data secure before they start with Copilot, but take it as an opportunity to help them to get organised. And there’s an ongoing benefit, because you can access their insights. Plus you can fix it when things go wrong.”

Why AI Isn’t a Magic Wand to Fix Business ProblemsMany MSPs will have clients with data stored all over. And they probably won’t have the right privileges and security practices in place. So you can’t slap AI on top and say ‘Only allow the people we want to see the things that we want. Before that can happen, you need to do some data sanitisation.

This can be done in parallel with the integration of AI tools, but Eric encourages MSPs to help their clients be selective about what they share with AI tools. “You might restrict access to what the individual can see in SharePoint instead of everything stored across the company networks.

“But the really exciting use cases are those where a company has all of its data set up and securely stored. Because then you can safely reference all of the organisation’s knowledge and do some heavy lifting with AI to help you.”

How to Connect With Eric Östlund-Folkeryd* Pax8 * Follow Pax8 on X * Like Pax8 on Facebook * Follow Pax8 on LinkedIn * Connect with Eric on LinkedIn

Mentioned in This Episode* AI assistant: Microsoft Copilot * AI tool: ChatGPT * Intelligence system from the Terminator films: Skynet * Help with writing AI prompts: Prompt Buddy * Microsoft collaboration tool: Teams * Microsoft AI certification: Azure Fundamentals * Microsoft skills challenges * Microsoft AI certification: Azure Data Engineer Associate * AI-powered data analytics tool: Microsoft Fabric * Microsoft annual conference: Build * Pax8 annual conference: Beyond

You Might Also be Interested in* How to Better Support Your MSP Clients With AI Tools * Podcast: AI, the Future of MSPs and Pax8 for MSPs: What You Need to Know * How to Help Your MSP Clients Stay Safe When Using AI Tools

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Ever struggled with keeping productive? Feel like you’re sinking in an ever-rising river of emails, admin, and client tasks – without feeling like you’re getting anywhere fast?

Chances are, lots of you are nodding along. In the IT industry, we’re all used to expecting the unexpected. We’ll start the day off with a clear list of tasks and to-dos, only to find a whole host of tech demands flying from all angles, setting us off-balance.

Now – if you enjoy working in IT and tech, chances are you thrive on chaos. But, does that necessarily mean you’re being productive?

If you’ve been a long-time reader of Tubblog, you might already know that Richard strongly supports the GTD method – Getting Things Done, created by productivity maestro David Allen.

Allen’s 2001 book of the same name explores ways in which we can all stay productive while balancing stress. It’s all about attacking that initial source of stress and logically examining trigger points.

Richard and David have chatted twice about productivity and the modern IT workplace via Tubbtalk – and, recently, David’s announced the release of a follow-on from GTD – Teams: Getting Things Done With Others.

In this guide, I’ll give you an introductory tour of Getting Things Done, its follow-up, and how David’s fantastic insights are helping IT professionals manage increasingly chaotic workloads with poise and confidence.

What is it about David Allen’s work that resonates so much with IT and tech professionals? Let’s take a deep dive and find out.

Who is David Allen?David Allen is the undisputed champion of personal productivity. Over the past three decades, he’s helped corporate leaders and CEOs worldwide master daily organisation and make the dreaded overwhelm more manageable.

In the IT industry, finding balance has never been more important – and David’s techniques are helping millions of tech experts carefully manage daily projects alongside ad-hoc requests without burning out.

His 2001 book, the aforementioned Getting Things Done, put David’s work on the map. In the years since its release, the researcher and coach has been recognised by Time Magazine and Business 2.0, and has made it to the top of international best-sellers’ lists.

But what’s David’s thought process behind creating GTD in the first place? How does he break it down into a few words – if that’s even possible?

In conversation with Richard over on TubbTalk, he describes the GTD concept as “really simple, basic moves that everybody knows how to do.”

“It’s a sort of ‘best practices’ that are simple to do, but they don’t happen automatically,” he explains. “If you learn to do them, and do them consistently, it creates more of a sense of control, more of a sense of focus – and creates more cognitive space to focus on whatever you consider the most meaningful things.”

David explains that GTD is all about “getting stuff out of your head without having to finish it,” then engaging with it and “freeing up your head to do what it does much better (…) than try to remember and remind.”

“Deciding what to do actually takes thinking and decision-making,” David says. “So, I just figured – what’s the thinking process, and the decision-making process, you need to apply to that email, letter or idea you came up with – in order to be able to then get those out of your head and actually make them much easier to engage with?”

David essentially realised his own head was unclear and that he needed to “fix” it. Clearly, his methodologies have worked well for millions – over 20 years on, he’s still regarded as the father of modern productivity.

But, what exactly does GTD involve, and how can IT professionals apply it to their increasingly complex workloads? Let’s dig a bit deeper.

What is “Getting Things Done?”David developed the GTD system over the years to apply to people from all walks of life and to use across the industries – it just so happens it’s really caught on with tech and IT experts.

Ultimately, GTD is all about siphoning ideas away from your mind, so you can use it to create, rather than store endless tasks and worries.

From there, you can use GTD to record and break down the tasks from your head into tangible, bite-sized steps. That might sound like it’s just about writing lists – that’s some of the work behind GTD, but the secret spice behind it all is learning how to spot and focus on the next actions you need to take.

GTD is a procrastination killer in that it clearly tells you what steps to take rather than leave tasks vaguely piling up. How often have you put off jobs or tasks simply because they appear too large, complex, or vague to break down?

Getting Things Done, according to David, is breaking down these larger tasks into smaller stepping stones. For example, what steps might you need to take when fortifying a client’s LAN security for the first time? Instead of looking at the mountain, you look at the rocks you need to climb to get to the summit.

Store these stepping stones (or rocks, if we continue the metaphor) externally, and your mind can focus on actually taking action.

The GTD workflowRichard’s talked about the GTD workflow briefly elsewhere on Tubblog, but let’s revisit the concept and break down each of the steps in detail. Not to spoil David’s book, let’s look at each of the five main components of a GTD system and consider how we can apply them to certain IT or tech demands.

The typical or hypothetical GTD workflow or system splits into five key stages:

Capture
Clarify
Organise
Reflect
Engage

Here’s what those points all mean in practice:

CaptureCapture is stage one, and it’s all about recording what’s on your mind. What’s making you worry? What problems are at the forefront of your mind, and what do you need to take off your plate?

David suggests getting anything that doesn’t have a logical conclusion into a physical system where you can store it and break it down. That might be a notepad, an inbox, or even a reminder or two in a phone app. You might even benefit from recording your thoughts verbally, again, with an app or a memo recorder.

This stage lets you take immediate problems off your mind so you can start breaking them down. For example, you might worry about configuring a complex cloud infrastructure for a new client. Get that captured!

ClarifyThe clarify stage is where you examine the concerns you recorded and decide what they mean. In the next stage, you organise them into different buckets so it’s easier to know what to prioritise.

At the clarify stage, you ask yourself “what is it?” Is your concern or task something you can take action on right away, or can you ‘throw it away’?

This is the process of ‘emptying your inbox’. If your task is something you can take action on, or should take action on, you could:

Just do it (if it takes less than two minutes)
Delegate it (if there’s someone who can handle the work for you)
Move it along (if you can do it later)

If it’s a task or action that isn’t a priority or might even be in doubt, you could:

Throw it away
Save it for later
File it clearly so you can address it quickly another time

This is going to mean you need to think deeply about each of the tasks on your mind – and David explores this in plenty of detail in his book, helping you break down your concerns into tangible steps.

OrganiseNow you know what each of your worries or tasks are, and how you intend to prioritise them, it’s time to organise a plan of attack.

It’s here where you take your tasks out of your inbox and start putting them in action buckets that make logical sense.

For example, you should be careful to distinguish between projects, ideas, and individual activities. Projects are long-term tasks that you can break down into separate stages and add to your calendar or priority to-do lists.

At the organise stage, it’s important to start adding dates for delivery to your calendar, save items for later, and decide who can take on certain tasks for you.

David suggests it’s worth organising tasks into ‘projects’, ‘next actions’, ‘waiting for’, and ‘calendar’. You should also take time to assign tasks to a ‘Someday, Maybe’ list, which is where you hold any ideas or potential projects you’d like to do, but which aren’t necessarily priority straight away.

ReflectThe reflect or review stage ensures you check in regularly to ensure your projects move in the right direction. That means keeping lists and buckets up to date and measuring progress. We all love to see progress on paper – it’s a fantastic motivator.

Some people suggest updating buckets and reflecting on progress weekly, though you might instead prefer to record and measure as you go. For some tasks, such as calendar activities, it’s probably worth updating once a day.

Reflecting on your GTD buckets ensures you keep your mind clear of ‘to-do’ clutter so it’s free to get creative. Think of it as moving files from a hard drive to a USB dongle or into the cloud.

EngageEngage is all about simply doing the tasks you’ve recorded and broken down in the GTD system. It’s easy to overthink this process stage – but fight that urge!

Focus instead on the activities and tasks you’ve listed as a priority, record the results and what you’ve done, and measure your progress regularly. Top your buckets back up with new tasks and ideas when they arise, and keep your mind clear and fresh for creative, engaging work.

As you can see, David’s model is intentionally broad and incredibly scalable. That’s just one reason why it’s so appealing in IT and tech, where projects can soon grow out of hand!

Some GTD users with ADHD even claim the system helps them to keep things in perspective and focus – it’s great for lightening the memory load. However, it’s worth making the distinction that it’s not a catch-all solution for problems you experience through neurodivergency.

How does GTD help with productivity, and why is it so appealing for IT professionals?Now you know how the GTD system works in practice, let’s look at a few ways it can help you become more productive in IT and tech.

There’s plenty of reasons why IT pros swear by David Allen’s principles. Some suggest the relatively complex yet practical setup of GTD appeals to technically-minded people.

What’s interesting, too, is that despite IT professionals having largely tech-focused mindsets, GTD is built to be tool-free. “The tool solves nothing,” David says. “It’s the thought process that knows how to use the tool.”

Here are a few key reasons why GTD is so appealing to professionals in the IT industry.

It’s highly customisableGTD is extremely appealing to overworked IT professionals simply because it is not confined to specific timeframes or workload sizes.

Depending on your role, you might have large projects to tackle for external clients one day and smaller jobs to attend to in-house the next.

What’s more, managed IT companies are always scaling up due to increasing demand. GTD is scalable and customisable so that you can keep daily and long-term tasks rolling out of your mind and into external systems for ease of access, no matter what you have on your plate.

It helps you visualise steps up the mountainAs mentioned above, GTD is great at helping IT professionals scale mountainous tasks one stepping stone or rock at a time.

Think about some of the bigger jobs and challenges you might undertake when onboarding new clients. For example, a project or task on your plate might be to audit a client’s cybersecurity.

That’s a monumental task that requires multiple steps. Using the GTD system, you can break this down into stages such as analysing potential threats, checking software currently in place, penetration testing existing security measures, and checking if the client’s personnel have adequate training and knowledge to manage information security on their own.

With GTD buckets, you can siphon each of these tasks out of your mind and focus on creatively working down the most important aspects one by one.

It ensures you always have a next action to takeWorking in IT means you’re always up against the unexpected. What problems are your clients likely to face from one moment to the next? Will you need to take emergency actions to remove ransomware, provide server support, or troubleshoot usability concerns at short notice?

In these unexpected moments, the GTD system helps IT professionals see the bigger picture in the blink of an eye. When well-trained and acquainted with GTD, IT pros can reflexively record the actions they need to take and start fixing client problems.

GTD helps IT professionals remove any extraneous or unhelpful clutter from their minds so they can focus on creatively and quickly finding solutions.

This ties in with David’s ideas about the “next action.” With a fluid GTD process, there should be no sticking or stumbling around on one or two points. You’re always ready to be active and productive instead of fumbling around for solutions in your own head. Siphon away that fluff!

You gain control and perspectiveAs Richard stated via Tubblog, GTD gives you incredible control and perspective over your work. That’s not always easy to find when you’re busy managing multiple demands for several clients at once – even more so in the highly technical IT industry!

IT professionals don’t have the time or luxury to worry about what’s on their plates. Therefore, David proposes you remove the mind fluff and put it on a separate plate – a GTD system – where you can look clearly at what’s at stake and what’s ahead of you.

We all have days where we procrastinate or perhaps focus on the wrong things. However, with GTD, it’s easier for IT pros to look at the bigger picture systematically, and instead preserve their mind for creatively solving problems.

What is ‘Team: Getting Things Done with Others’?Thanks to the expansion of the Internet and the remote work revolution, we’re living in an age of collaboration.

Therefore, David Allen saw a need to revisit GTD for a new generation – and, some 23 years after the release of his landmark book, ‘Team: Getting Things Done with Others’ explores his principles from a refreshing new perspective. He’s worked on this new volume with Ed Lamont, his British partner on the GTD line.

David talked with Richard earlier this year about the release of his new book, and why he believes it’s important for people to tackle the principles of GTD together, not just apart. The major issue acknowledged is that, while many people apply GTD to their own work, others don’t – and that can make it harder to collaborate on specific projects and deadlines.

He explained that some people who rely on GTD (regardless of industry) might wonder “Why doesn’t everyone else use it?”

“Most of the best practices of Getting Things Done apply to teams,” David explains, saying that the new book is an exploration of how GTD’s main five principles and six horizons of commitment can apply to teams of people at once.

David has also acknowledged the rise of productivity tools in the years since the original GTD book was released. “There was clearly a need for a GTD for teams book,” he says. “But, it was a challenge – because teams are unique in what they do, the people in them, and the experiences they bring.”

The new book applies the same five principles explored back in 2001 – but instead expands them as they apply to teams, as singular entities, with ‘owners’ at the helm.

David and Ed look at what the former refers to as ‘symptoms of dysfunction’ within teams and break down simple steps that groups of people can take to fix root problem causes. It’s about looking at how high-performance teams, as David refers to them, work together to get great results.

The authors dig deep, too, into what they establish as the ‘horizons of commitment’ and how the mind-transferring principles of classic GTD apply when you’re managing several people at once.

The big idea behind GTD and teams is that, to be truly productive and drive great results, people in those teams need to communicate and collaborate clearly. David, in fact, refers to bigger companies often focusing too much on improving efficiency in workflows and not necessarily on individual mental overload.

“You don’t have to be a huge GTDer to get a lot out of this book,” David says. “These are all really the best practices of high-performance teams.”

Could GTD Help You Unlock the Secrets of Productivity?GTD has changed lives and workloads for people far and wide across the IT industry. It’s easy to think you’ve got a handle on your tasks and that you don’t need another system thrown into the mix – but if you’re in IT and haven’t yet discovered GTD, it’s absolutely worth exploring alongside David and Ed’s new book, ‘Teams’.

GTD does require commitment and some deep analysis about the tasks you have to do – but ultimately, it’s a system that can help give you an easier and more productive life!

David states that you can start with GTD through a variety of systems and resources. You can start transferring your thoughts however you see fit. “Pen and paper, you can’t beat it,” David says. “No Wi-Fi required!”

GTD remains so popular in the IT world and in our fast-paced society because it’s open, it’s flexible, and, as David says, “how you get (ideas) out of your head (is) totally up to you.”

“The people who need (GTD) the least are most attracted to it (…) it’s the people who are already productive, creative, aspirational, already forward-thinking, that are throwing themselves out of their own comfort zone, given their own productivity and creativity.”

Therefore, if you haven’t heard of GTD before, it’s amazingly quick and easy to get started. Just use this guide as a springboard – and explore David Allen’s original book, Getting Things Done, alongside Team: Getting Things Done with Others, both available online and through bookstores now.

Have you tried implementing David Allen’s ‘Getting Things Done’ method in your IT workflow? What tips or experiences can you share?

You Might Also Be Interested In* TubbTalk 153: The Godfather Of Modern Productivity: How To Leverage GTD For Teams * 10 Handy AI Resources to Help Your MSP Clients Grow Their Businesses * Encouraging Wellbeing as an Important Investment for Your Business

The post Unlock IT Efficiency with David Allen’s ‘Getting Things Done’ appeared first on Tubblog: The Hub for MSPs.

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Step into the Tubbservatory – an engaging video series showcasing handpicked articles, podcasts, events, and beyond. Bringing together top-notch resources for IT innovators.

Presenting the Tubbservatory Round-Up #29, your gateway to the May 2024 edition! We’ve compiled all of this month’s episodes for your enjoyment.

You can find the links to these valuable resources at the end of this post.

This month’s topics include: Podcasts, MSP Productivity Tips, Private Equity, Cybersecurity Insights, Continuous Pen Testing, Content Marketing Strategies, Global MSP Day 2024 Celebration, Guides, Magazines, and more!

Tubbservatory: The May 2024 Round-Up VideoTubbservatory Round-Up #29: May – Week 1#1 TubbTalk 150: 25 Years an MSP – Valuable Lessons You Learn From LongevityWe start this week with a self high-five, as our very own TubbTalk Podcast hit a significant milestone with its 150th episode!

Episode 150 saw me speak with one of the UK’s longest running, most successful MSP owners – Craig Sharp of Abussi.

Craig shared the insights of his 25 years as an MSP, offering valuable lessons on longevity in an ever-changing market.

#2 No One is a Cyber Expert: Why Info Sharing is Critical“No one is a cyber expert,” says CompTIA in their latest article.

Sharing cyber information is key, writes Ashley Watters of CompTIA, and in this article they share details of organisations dedicated to bringing cyber pros together with the primary goal of helping to share information.

These resources are essential to helping spread the word and support collaboration among professionals.

#3 Produce8 // the RocketMSP PodcastA podcast that caught my attention was Ryan McGinnis of Produce8 speaking with Steve Taylor of the RocketMSP Podcast.

Produce8 has an innovative work analytics platform that is helping MSPs boost productivity, streamline operations, and drive growth.

With productivity being a top area of focus for MSPs in 2024, the Produce8 platform could be game-changing.

#4 Jonathan Simnett: Should You Let Private Equity Invest in Your Channel Business?Should you let private equity invest in your channel business?

That’s the question that Jonathan Simnett, UK director at M&A consultancy Hampleton Partners explores in this article for CRN Magazine.

This is a fascinating insight into investment that any MSP looking to grow should read.

#5 Huntress Breaches & BrewsCybersecurity experts Huntress are going back on the road for their Breaches & Brews events!

Join Huntress in Adeleide and Brisbane, Australia, as well as Dublin, Ireland and Manchester, UK during May, and join your MSP peers for some afternoon beers, snacks, and cybersecurity battle stories

Registration is now open!

Tubbservatory Round-Up #29: May – Week 2#1 Killware: The Emerging CyberthreatWe’re all familiar with Ransomware, but does your MSP recognise Killware?

This emerging cyberthreat is described as as a cyberattack that is deployed with the intent of producing real-life risk to communities through the manipulation of operational technology.

Rosey Saini writes about this new threat for SmarterMSP, and while chilling reading, the article is well worth checking out.

#2 Continuous Pen TestingCould your MSP implement continuous pen testing to bolster your cyber security offerings?

While historically this would have been a resource intensive challenge, thanks to Artificial Intelligence-based Pen Test tools like Endida, continuous pen testing may become the new normal.

In this short video, Fiona Whyte of Endida explains how continuous pen testing provides real-time insights into the security of you and your MSP clients systems.

#3 ERP095 – The Real MSP MarketA podcast that caught my ear is MSP expert Todd Kane speaking with Colin Knox of Gradient MSP.

Knox is a channel veteran, having built and sold his MSP, then creating Passportal, which he sold to Solarwinds. Now Colin is back at it with Gradient MSP, a billing platform for IT businesses.

Kane and Knox definitely get on their soapboxes discussing the state of the Managed Service market in this episode, and it’s well worth a listen.

#4 Why Consistent Content Marketing is Key for MSP Sales SuccessHere’s Why Consistent Content Marketing is Key for MSP Sales Success.

Team Tubb’s Gudrun Lauret explains how making time for consistent content marketing leads to sales, and if you’re thinking you don’t have the time, Lauret explains why you should make the time.

#5 Global MSP Day 2024June 6th 2024 is Global MSP Day — a day designed to recognise the MSP community for their unwavering resiliency and dedication to their clients.

This year’s Global MSP Day will be celebrated with not only a virtual event, but in-person celebrations all across the globe!

You can register for now for the virtual event organised by Barracuda MSP and featuring myself, Matt Soloman, Mark Copeman, Patrick O’Donnell, Wayne Selk and others.

Plus, if you’re in Columbus, Denver, San Jose, London or the Netherlands, register for the in-person parties to meet your peers and enjoy some MSP chat.

I’ll be at the London event, but don’t let that put you off — it’s sure to be great.

Tubbservatory Round-Up #29: May – Week 3#1 The MSPX BlogA new Managed Service focused web-site you should be aware of is MSPx, launched by industry veteran Rick Yates.

Featuring insights from top industry names such as Larry Walsh, Victor Raessen, Jason Kemsley, Chris Tate, yours truly and many others, this new site promises to be the site where experts come to explore all things MSP.

#2 What is Causing MSPs to Thrive?That’s the question that Bradley Munday, CEO of Uptime, tackles in his latest LinkedIn article, where he shares the insights he, Dan Scott and Greg Jones gave at the recent MSP Show.

Munday reveals the strategies that successful MSPs employ to retain long-term client’s, how MSPs differentiate themselves in a competitive market and much more.

This article is well worth reading.

#3 Endpoint Security Tips Curated by ExpertsA resource that caught my eye was The Huntress Endpoint Security Guide. The guide contains the top ten tips that every IT and cybersecurity professional should know.

I’m a big proponent of machine learning backed by human expertise, so this guide from Huntress is a valuable read for any MSP.

#4 Stop Mac Hacks in Their TracksTalking of Huntress, if your MSP clients use Apple Mac computers, the Huntress webinar on May 23rd teaches MSPs how to Stop Mac Hacks In Their Tracks.

Back in the day, Macs were considered “safe” compared to Windows devices, but today with macOS adoption surging across industries, from the creative arts to finance, the attack surface is expanding and cybercriminals are taking notice.

Join Stuart Ashenbrenner and Wes Hutcherson on May 23rd for the insight on keeping your Mac clients safe.

5 Kaseya DattoCon EuropeKaseya DattoCon Europe takes place in Dublin, Ireland between 11-13th June 2024.

Over 1500 Managed Service industry leaders are expected to be in attendance, and I’ll be there to bring you interviews with industry experts from Kaseya, Datto, Pax8 and more.

Tubbservatory Round-Up #29: May– Week 4#1 MSP BugleWe kick off this week with a new magazine for the Managed Services community — the MSP Bugle!

The brainchild of SuperOps, the MSP Bugle shares expert insights and practical tips to help you stay ahead of the curve, and celebrates MSP business owners – the innovators, the trendsetters, “the Change-Makers”.

This first edition features a cover-story on Paco Lebron, CEO of ProdigyTeks, articles by Paul Green, Pascal Fintoni and yours truly, and much more.

Pick up your printed copy of the magazine at a SuperOps event near you, or download the free PDF now.

#2 Endida Pen TestingMSPs know that a penetration test captures a view of their client’s security posture at a single point in time but did you know that it’s possible to continuously use the Pen Test?

In this video, Fiona Whyte of Endida explains how, like a Vulnerability Scanner, you can test your environment every day, except the results you get will be of a true Pen Test where weaknesses are proven to be exploitable and not just theoretical.

#3 Nigel Moore: Top Marketing Tips for MSPs and What’s Brewing at The Tech TribeHere’s an awesome video featuring James Steel of Salesbuildr speaking to the illustrious leader of The Tech Tribe, Nigel Moore.

The legendary Moore offers top marketing tips for MSPs, elaborates on what’s new and exciting at the Tech Tribe, and it’s fun to watch Steel and Moore’s enthusiasm for Managed Services pouring through.

If you need some more steel in your day (see what we did there?) then take 20-mins to watch this video!

#4 Kaseya Wants Your LoveKaseya wants your love!

And your trust and your business, which is why it made a loud, public pledge to put partners first, reports Rich Freeman of Channelholic.

Freeman sat down with Kaseya CEO Fred Voccola to talk about all the news from the recent KaseyaCon event in Las Vegas, and this article is well worth a read to help you understand how the MSP market is changing.

#5 Pax8 Beyond 2024The huge Pax8 Beyond 2024 event takes place in Denver, Colorado between 9-11th June.

The inaugural Pax8 Beyond event in 2023 proved to be a huge success, and so this years event promises to be a great opportunity to discover what the future holds for the channel and your MSP business.

Master cybersecurity, learn how to grow your business, and elevate your capabilities over three days of immersive, groundbreaking sessions with leading industry speakers, MSPs, and vendors.

Tickets are still available!

Tubbservatory Round-Up #29: May– Week 5#1 The Profit PlaybookA new webinar series that will be of interest to MSPs is the The Profit Playbook.

Hosted by SuperOps, each live episode in this ongoing video series helps MSPs thrive with advice from experts such as Rex Frank, Adam Morris and more.

#2 AI in Marketing: UnpackedHere’s a podcast that caught my attention.

AI in Marketing: Unpacked is a podcast that simplifies AI in Marketing for every MSP.

Hosted by Mike Allton, the show helps break down AI step-by-step and show you how real businesses are making it work.

#3 The Paradigm Shifting AI Social Media Video EditorHere’s a wonderful tool to aid you with your MSP marketing.

Simply upload a video you’ve created, and Choppity’s AI will edit it for you using research-backed methods to maximise views and engagement on social media.

We’ve been using Choppity inside Team Tubb, and it is a powerful tool!

#4 Privacy Principles: Search, Learning and Artificial IntelligenceTalking of AI, UK Tech Policy expert Heather Burns has highlighted Slack’s intention to train its artificial intelligence on Slack users messages, files and DMs.

If you want to opt-out of this, then you need to email Slack support to request this.

This news highlights a disturbing trend for workplace tools such as Slack to swipe users data for their AI platforms.

If you have client’s using Slack, this is worth sharing with them.

#5 Discover the World’s Best Sales and Marketing Strategies to Skyrocket Your Small BusinessJune 18th 2024 is the date, and Newcastle-upon-Tyne, UK is the location for Atomicon 2024!

One of the world’s top small business sales & marketing events, Atomicon has become a popular destination for tech professionals — and indeed, I’ll be there this year alongside most of my Team Tubb colleagues.

Hosted by Andrew & Pete, and headlined by Davina McCall, if you want to supercharge your sales & marketing, then this is not an event to miss!

Links to the Resources Mentioned in this Round-Up

From Week 11. TubbTalk 150: 25 Years an MSP – Valuable Lessons You Learn From Longevity 2. No One is a Cyber Expert: Why Info Sharing is Critical 3. Produce8 // the RocketMSP Podcast 4. Jonathan Simnett: Should You Let Private Equity Invest in Your Channel Business? 5. Huntress Breaches & Brews

Mentioned in Week 21. Killware: The Emerging Cyberthreat 2. Continuous Pen Testing 3. ERP095 – The Real MSP Market 4. Why Consistent Content Marketing is Key for MSP Sales Success 5. Global MSP Day 2024

Week 31. The MSPX Blog 2. What is Causing MSPs to Thrive? 3. Endpoint Security Tips Curated by Experts 4. Stop Mac Hacks in Their Tracks 5. Kaseya DattoCon Europe

Week 41. MSP Bugle 2. Endida Pen Testing 3. Nigel Moore: Top Marketing Tips for MSPs and What’s Brewing at The Tech Tribe 4. Kaseya Wants Your Love 5. Pax8 Beyond 2024

And Week 51. The Profit Playbook 2. AI in Marketing: Unpacked 3. The Paradigm Shifting AI Social Media Video Editor 4. Privacy Principles: Search, Learning and Artificial Intelligence 5. Discover the World’s Best Sales and Marketing Strategies to Skyrocket Your Small Business

How You Can HelpAs we bid farewell to Tubbservatory Round-Up #29, our sights are set on June!

Do you have something fantastic to contribute? Whether it’s a handy tool or a captivating resource, share it in the comments below and let’s continue our exchange of knowledge. Your input matters!

You Might Also be Interested in* Understanding Deepfake Technology: Why It’s A Risk To Your Business * TubbTalk 152: The MSP Owner’s Guide to Becoming a Better Leader * 7 Examples of How to Promote Positive Mental Wellbeing In Your Business The post Tubbservatory Round-Up #29 – May 2024 appeared first on Tubblog: The Hub for MSPs.

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Kaseya DattoCon Europe 2024 promises to be one of the biggest events in the IT and tech space again this year! It takes place at the Convention Centre in Dublin between 11th and 13th June.

As they say themselves, the event is ideal for MSPs. Why? Because they can experience the best of both Connect and DattoCon in one event.

And, it’s a great opportunity to learn about the most powerful IT service solutions to date and gain technical insights from industry experts!

Why I Recommend Kaseya DattoCon Europe 2024https://www.tubblog.co.uk/wp-content/uploads/2024/05/Video-Promo-for-Kaseya-DattonCon-Europe-2024_branded.mp4What’s on Offer for MSPs?At this year’s event, there will be two keynote speakers. Attendees will hear from Fred Voccola, CEO of Kaseya, and writer and broadcaster Louis Theroux. And there will be further opportunities over the three days to hear from other MSP experts.

Mingle with 1,500 MSPs and industry leaders
Meet the event sponsors
Share tips, tricks and secrets for success in a limited-seating, strategic networking experience
Get tips to grow your business – get actionable, impactful growth strategies
Immerse yourself in Kaseya products, get your questions answered in real time and strengthen your know-how

How to Register for the EventThis year’s Kaseya DattoCon Europe 2024 takes place from 11 – 13 June at the Convention Centre, Dublin, Ireland.

Click here to find out more about the event and buy tickets.

Will There be a Recording of the Event?This is a live, in-person event. Some sessions will be recorded. Click here to register and be notified when the recordings are available.

Why MSP Owners Should Attend Kaseya DattoCon Europe 2024If you want to grow your business, then you need to stay up to date with the industry. Plus, as regular readers will know, I’m a big advocate for meeting and collaborating with your peers. It can be lonely running your managed service business, so I encourage you to get out there and make friends!

And there are other reasons to attend, too!

Bring a colleague at a discounted price
Add certification training sessions to your ticket
Be at the leading edge in the MSP space and get a sneak peak at the newest products
Become a networking ninja – share ideas and create valuable relationships
Enjoy some not-to-be-missed entertainment

Are you going to be at the event? What are you most looking forward to? Let us know in the comments!

You Might Also be Interested in* Podcast interview with Fred Voccola: Acquisitions and Building an Open MSP Platform * The Power of Help Through Your Local MSP Peer Groups * Podcast: The Datto Executives Live From DattoCon 19

The post Kaseya DattoCon Europe 2024: The Latest in IT Service Solutions appeared first on Tubblog: The Hub for MSPs.

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David Allen is the author of Getting Things Done, the best selling book that spawned the GTD movement, which is now a part of daily life for millions of people all over the world.

I personally refer to David as the godfather of modern productivity, and he’s got over 40 years’ experience as a management consultant and executive coach.

They have earned him the titles of personal productivity guru by Fast Company and one of the top five executive coaches by Forbes Magazine.

An Interview With David AllenDavid’s New Book: Team: Getting Things Done with OthersWhile thousands of business owners now use GTD in their everyday lives, their colleagues don’t. David explains: “It can be frustrating, because they see how it would benefit them. And so often, they’re surrounded by dysfunction in the workplace.

“So what happens is they use their own productivity tools to mitigate that. There was clearly a need for a GTD for teams book, but it was a challenge. Because teams are unique in what they do, the people in them and the experiences they bring.”

David decided to co-author the book with Ed Lamont, who is the UK partner for GTD. He has worked extensively with senior teams globally to train them in the tool.

With Ed’s experience, they identified five steps to gain control and six horizons of commitment and applied those to a team setting. Then, they expanded on planning and implementation models for a team setting.

The Tools David Recommends for GTD EnthusiastsThe beauty of GTD is that it doesn’t require specialist tools. What is important is that you’ll stick to using it. As David says: “Many high-tech people have gone back to paper planners. Because it can sometimes be frustrating and distracting to use a digital tool.

“And for me, I keep my head empty by using pen and paper. No batteries or wifi required. But that’s not my organisational system. For that, I use Microsoft Office to collect and collate everything.”

It’s designed to be flexible, so each individual user can experiment with tools to see what works for them. Consistency is what matters, and having a simple-to-use strategy to get things done.

How GTD Works in TeamsBefore doing anything else, the managers need to look at how the teams work together. “How do we communicate? What are our meetings like? How clear are we on who needs to attend a meeting?

“So in the book, Ed and I describe these as symptoms of dysfunction. We dig into the simple mechanics that you can fix now so your team can do bigger and better things. And that allows you to address the cause of the problems.

“For instance, we coached a financial management company. Once they understood GTD, they implemented a rule around meeting attendance. If an employee was invited but didn’t know why, they didn’t have to go. Too many meetings exhaust teams and distracts them from their actual work.”

How the Getting Things Done Model Improves Team ProductivityRegardless of your industry, team members have to be able to engage with each other and communicate clearly. Because the goal of any business is to deliver a quality product or service to satisfied customers.

Often, David says, big companies focus on how to improve workflow efficiency and cut waste, such as the Toyota Production System. “But they don’t always address ‘mental no waste.’ A friend of mine once described GTD as ‘lean for the brain.’

“And what that means in practice is that it enables staff to clear their mind after a meeting or a busy day. They need a methodology to process what they’ve heard and done. It makes them less reactive and more mindful, and therefore more productive.”

How to Overcome Decision FatigueEven with the GTD tools, decision fatigue is unavoidable. So David will take time out as soon as he can. “Either I do nothing and have a nap, or I meditate or have a drink. Or both together.

“And when I know I need a rest, I have one. Your brain has to archive the complexity it deals with every day. You might need to sleep more at night. Or just sit in a darkened room and relax.

“When you do that it brings a sense of release or relief. Over both the mental process and the decision making process. And that is absolutely critical. Give yourself permission to stop and turn off the monkey mind.”

Common GTD Implementation Mistakes and How to Avoid ThemFirst, David says, people don’t really capture everything. “So they still use their head to remember and remind them of things. And they have some stuff captured, but they don’t trust it either. Because neither one is complete.

“And then it becomes too much trouble to write stuff down, so they stop. But then it backs up in their head. Second, they create a list but don’t clarify and organise what’s on their list.

“They have lists everywhere and then their head fills up again. Third, people get inspired and create a system. But they don’t review and reflect and the information they store is no longer current. Again, they don’t trust it and the habit fails.”

How to Connect With David Allen* Getting Things Done * Follow GTD on Twitter * Like GTD on Facebook * Join the GTD LinkedIn group * Connect with David on LinkedIn

Mentioned in This Episode* Book: David Allen: Getting Things Done * Co-founder & Senior Partner of Next Action Associates (GTD partner UK & Ireland): Ed Lamont * Independent research institute: Post-Industrial Institute * Founder of Post-Industrial Institute: Frode L Odegard * Book: Rutger Bregman: Humankind: A Hopeful History * Book: Theo Compernolle: BrainChains: Discover your brain, to unleash its full potential in a hyperconnected, multitasking world (Science About the Brain and Stress Explained in Simple Terms) * Book: David Allen: Team: Getting Things Done with Others * Podcast: Productivity, Healthy Habits and Getting Things Done

You Might Also be Interested in* Top Tips for MSPs on World Productivity Day * The Tools I Use… Productivity Tips * What is GTD and How it Helps With Productivity

The post TubbTalk 153: The Godfather Of Modern Productivity: How To Leverage GTD For Teams appeared first on Tubblog: The Hub for MSPs.

BrainChains: Your thinking brain explained in simple terms. Full of practical tools, tips and tricks to improve your efficiency, creativity and health. How to cope better with ICT, being always connected, multitasking, email, social media, lack of sleep and stress

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Are your MSP clients asking you for recommendations of AI resources? Not sure where to start? Here is a curated list of tools, all recommended by TeamTubb, for you to share.

Now, this list isn’t exhaustive, and we know that the AI world is moving fast, so please check that these are still relevant when you read this blog. I’ve split them into two categories, but they could all go in either.

AI Resources for Productivity and BusinessWe’re all busy all the time. So any tool that makes life easier is always going to be a winner!

Understand: Tech and AI (Radio 4 series)‘Understand’ is a series from BBC Radio 4 which explains the latest in science, tech, politics and more in an easily-understandable way. If you or your clients are fairly new to AI, then this is a great first stop.

Presented in the typical BBC style, the podcast gives you everything you need to know. As the shownotes say: “We’ll take one concept per episode and explain what it is and what it does. And without any technical jargon.”

Find all episodes here.

ChatGPT: The Ultimate in AI ResourcesArguably the best-known AI resource and the tool that propelled it into the mainstream. ChatGPT, delivered by OpenAI, has launched its latest version (4o) at the time of writing.

While it’s frequently used for writing blogs and other types of content, ChatGPT really comes into its own when helping with research. TeamTubb members use it to find data for articles, course outlines and social media posts.

It uses an LLM (large language model) to understand user prompts. The more detailed these are, the better the outputs. Because it combs the internet for pre-existing data, there is a risk of plagiarism that your MSP clients should be aware of.

ChatGPT can help with tone of voice, style and formatting of blog articles. Other uses include: write and debug computer programmes, translate text, emulate a Linux system and simulate a chat room.

Microsoft CopilotMicrosoft themselves describe this as “your everyday AI companion”. It’s able to boost productivity, unlock creativity and save its users time. It’s a chatbot, but it’s still one of the more sophisticated AI resources.

It’s been known by several names and is built using OpenAI’s GPT-4 LLM. There are both free and paid-for versions, with the latter offering priority access to new features.

It can be used to summarise meetings and identify key points, automates tasks and assists with the use of Office 365 tools. While still in development, Copilot promises to be a handy resource for boosting efficiency.

Find Copilot here.

Google Gemini (formerly Bard)Google’s answer to Copilot, Gemini will ‘supercharge your ideas’ and help with writing, planning and learning.

It integrates with the whole suite of Google Tools and can also be used to fact-check search results. Further, there is an extension that allows people who publish online to opt-out of being scanned to train the tool.

Today, there is also a web-based version of Gemini, an integration with Android messages and a premium option. And it offers a voice chat and custom chatbot functionality. It can be used to create images, although early results proved controversial.

GPTZeroGPTZero is slightly different to other AI resources on this list, because it’s actually an AI detector. As the website explains: “It incorporates the latest research to detect AI resources and investigates their sources.”

In practice, this means that it looks to see whether a document was written by a human or Generative AI. GPTZero “detects AI on sentence, paragraph, and document level.” Users just copy and paste or upload their text and let the tool go to work.

There’s a Chrome extension which will run in the background, and when AI is detected users receive a description of the results to help them understand what they’re looking at.

And as you can imagine, it’s helpful in a number of situations. These include CV writing, essays and coursework, social media and exams. We’ve tested it here at Tubblog, and the results are impressive.

AI Resources for Content Creation and RepurposingIf your clients are looking for ways to speed up their content creation time and market their business more online, here are some tools to help.

Whisper Transcribe: The Do-it-All of AI ResourcesThis one is used by our podcast manager! Simply upload an audio or video file (a range of formats are accepted) and let it do the work. Within minutes, the tool will present you with all kinds of content, repurposed from your original file.

This is particularly handy if you create long-form interviews (as we do with TubbTalk) and want to share the best bits across a range of social media platforms. It creates:

A full transcript, with and without timestamps and speaker names
A comprehensive summary of the content
Key quotes
Show notes
Blog post
LinkedIn and X social media posts
SnipcastSnipcast creates AI-generated summaries of podcasts and videos. This is a good one for podcast fans, as the tool will extract the main ideas and takeaways from any show. And because it’s automated and integrates with any platforms, it’s really easy to use, too.

It will also work with YouTube videos, but at the moment it can only produce summaries in English. However, this tool is great for content creators. You can upload your own creations and pull out summaries to use in show notes, social posts and even visuals.

A similar tool you can use is NoteGPT, for YouTube and PDF summaries in an instant.

WondercraftWondercraft allows users to create podcasts, audiobooks and any other audio content in any language. And all they have to do is type. It can also be used to research, plan and publish a podcast.

Wondercraft has the functionality to support you to create a script, choose the voices for your shows and add theme music. Additionally, you can (securely) clone your own voice. This can also be used to create audio adverts.

The tool can be used by educators, media outlets and translators. It’s not cheap – while there is a free version, this only gives you four minutes of audio. However, if you want to make audio a key component of your content marketing, it’s worth it. There are customised plans and collaboration features available too.

ChoppityThis one is a big hit with our content support team! The Choppity homepage makes a big promise: ‘paradigm-shifting AI social media video editor’. But it is easy to use – simply upload your video and let it get to work.

The biggest selling point is that it edits like a human, producing some impressive results. As well as creating snippets of the key parts of a video, you can also add captions, block out profanities and zoom in at important moments.

Plus, you can use it for presentations delivered from the stage. And even if the speaker wanders around, it will track them for you. Upload custom fonts, add graphics and music and save templates to use in future clips.

CanvaIt’s easy to dismiss Canva as just a graphic-creation tool. But if you think that, then you’ve missed a lot of their amazing updates! Canva is one of the best AI resources around, especially for those of us, like your author, who can’t make things look good on their own!

Canva relies on AI in a number of its functionalities. It can add all kinds of effects to images and turn video into MP4. It’s even possible to build a (basic) website on the platform and attach it to a domain name.

Plus, you can put together presentation slides (with audio/video), ebooks, brand guidelines, workflows and CVs. You can access ready-made, professional templates, and the option to quickly resize an image for any platform is also handy! There is a Canva Assistant and Magic Write AI tool to help with ideas and questions.

There is a pro version, although the options on the free version are pretty good. You can also have a team account, which allows you to share and collaborate with others. Save your brand colours, logos and any other assets, and have them on hand for your next creative endeavour.

What about you? Which AI resources would you add to this list? Let us know in the comments!

You Might Also be Interested in* How to Better Support Your MSP Clients With AI Tools * Podcast: The AI-Files: A Synthesised Message From Richard Tubb (Almost!) to MSP Listeners * How to Help Your MSP Clients Stay Safe When Using AI Tools

The post 10 Handy AI Resources to Help Your MSP Clients Grow Their Businesses appeared first on Tubblog: The Hub for MSPs.

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Deepfake technology, sometimes colloquially named ‘deepfakes’, has been getting a lot of attention in the mainstream news media in recent years.

But now, it’s no longer just a harmless entertainment medium, it actually poses a significant threat to your business if used for nefarious purposes.

In a recent webinar from Barracuda MSP, they highlighted how the AI revolution has made deepfake technology a growing concern in today’s threat landscape.

As this is a highly topical subject, here are some of the highlights from the hour-long presentation.

IntroductionThe webinar; Discerning Reality: Protecting Against Deepfakes was held on the 16th April 2024.

Presented by: Ilya Gaidarov, Senior Product Marketing Manager for Barracuda.

It kicked off with a bird’s eye view of generative AI (GenAI). Then explained a bit about deepfakes and how they’re being used by threat actors in the wild.

Ilya then took a look at regulation and what that was like, before explaining way we can defend against the threat of deepfakes.

Generative AI – A Bird’s Eye ViewTo understand AI as it is today. There are a few terms we need to define.

Generative AI – GenAI learns from patterns in its training data and predicts the expected output based on what’s being asked of it.

Neural Networks – Computational frameworks that mimic the human brain’s structure and function through a system of nodes.

Multimodality – Ingests data across multiple mediums: Text, speech, images and video. Then creates output in various mediums too.

Hallucination – When GenAI creates inaccurate, misleading or false information. This occurs because of inaccuracies or bias in the training data which leads to.

Foundation Models – These are a deep learning architecture that takes multimodal data from multiple mediums and examines it at a component level to cross analyse it more effectively.

A foundation model is continually fed information so that over time the structure changes and adapts. This is so that it can qualify more effectively the data output it creates.

Output mediums include:

Information extraction
Sentiment analysis
Image captioning
Summarisation
Instruction interpret and follow
Object recognition
Question and answer
Code analysis and generation

Prompt EngineeringAs we get better and more precise with the prompts we use in GenAI, the better suited to our purpose the data provided becomes.

Chatbots are the most common way end-users interface with large language models (LLMs). However the landscape is vast in complexity, and is growing.

The market for GenAI apps and software include fine-tune specialist models designed for specific tasks, and AI-integrated software for productivity, collaboration and more.

AI is a Game Changer for AttackersGenAI has made it easier for cyber attackers to launch their attacks in a number of ways:

Automation has impacted on the sheer volume of attacks
Simplified personalisation of attacks
Made targeting easier
Improved code generation to exploit vulnerabilities

Deepfakes – What Are They?Deepfakes are synthetic media. Highly realistic video or audio created using AI, making people appear to say or do things they never did.

This is done through:

Digitally synthesised voice
Attribute manipulation
Lip syncing
Face reenactment
Entire face synthesis

The first example of a deepfake appeared on Reddit in 2017. This deepfake was done for amusement/advertising, but there’s a real risk behind them too.

The number of deepfake videos released online is increasing by 900% annually. These are videos showing people doing or saying things they haven’t done or said.

The Risks Around DeepfakesSocietal Risks

Propaganda
Electoral Interference

Individual Risks

Extortion
Reputational Damage

Business Risks

Scams
Phishing
Identity Theft

Examples of Attacks Using DeepfakesImposter Phone ScamAn elderly couple received a phone call from a lawyer claiming that their son had been involved in a car accident which resulted in the death of a diplomat. The lawyer informed them their son was in jail and needed money for bail, and put their son on the line to reassure them.

Panicking the couple withdraw $15,000 from their savings to pay into a bitcoin account. However, the whole thing was a scam. The son’s voice had been synthetically reproduced! AI tools only need between 5 and 15 seconds of audio of someone’s voice to be able to accurate clone them.

In 2022 over $11m was stolen through thousands of imposter scams.

Impersonation Video ScamA multi-national company lost $25 million dollars in a scam after employees at its Hong Kong branch were fooled by deepfake technology.

One incident involved a deepfake of it’s Chief Financial Officer ordering some money transfers during a video conference call. During this call, everyone present was a deepfake, except for the victim.

The scammers used open-source intelligence (OSINT) to create the video deepfakes. For those of you unfamiliar with what OSINT is, this thread on Stack Interchange explains it in more detail.

State ActorsIn March 2024, there was an attack carried out on a concert hall in Moscow by an Islamic State (IS) group, where 140 people lost their lives and many more were injured.

Shortly after this, Russian State television aired a video of a top Ukrainian security official seemingly taking credit for this attack. But it was a deepfake, which combined footage from two recent videos with AI-generated audio.

It can be difficult to determine whether or not audio is real or a deepfake.

Recent research indicates that around 1 in 4 people can’t distinguish deepfake audio from the real thing. And while GenAI continues to improve, we can expect to see similar rates for video detection in future.

The Regulatory Landscape for Deepfake TechnologyWhen it comes to regulation, the UK and the EU are slightly ahead of the US in terms of legislative protection against deepfakes.

European Regulation UK Online Safety Act 2023 – made it illegal to share explicit images or videos that have been digitally manipulated (but only where they have intentionally or recklessly caused distress to an individual). * EU AI Act of 2024* – anyone who creates or disseminates a deepfake must disclose its official origin and provide information about the techniques used.

US Federal RegulationWhile there are no current federal laws prohibiting deepfakes, there are some proposals currently being reviewed.

No Fraud AI Act – Establishes a framework to protect people against AI-generated fakes by making it illegal to create a ‘digital depiction’ – including the appearance and voice of any person, living or dead, without permission.
Nurture Originals, Foster Art and Keep Entertainment Safe (No Fakes) Act – Established to protect the voice and visual likeness or performers.
Disrupt Explicit Forged Images and Non-Consensual Edits Act – Allows people to sue over faked pornographic images of themselves.

In terms of State regulation, less than half of the US have some sort of regulation in place for sexual deepfakes or against AI use in elections.

How Defenders Can RespondAs technology partners to your clients, they will be looking to you to mitigate the risks that deepfake technology poses to them and their businesses.

AI-Based ApproachesTechnology is being increasingly tested in the field to spot deepfakes using deep learning AI models.
Example 1: Deep learning models trained to detect feature anomalies (such as eyes, ears, hands, etc.)
Example 2: Deep learning models trained to detect biological signs (blood flow, heart rate, etc.)
Defence in Depth Best PracticeEnsuring you have a varied layered security strategy in place to protect your assets, and those of your clients.

Security Awareness Training – Encouraging a methodology of verifying audio/video channels before trusting it, especially if requests are abnormal or suspicious. Making sure that verification is done using a different channel (phone, email, slack, etc.)

Zero Trust – Going beyond multi-factor authentication (MFA), offering continuous verification of user and device identity.

Cybersecurity-as-a-Service – For example, 24/7 proactive monitoring and threat hunting.

Fighting AI with AIOne of the best ways to unsure you keep up with ever-developing deepfake technology is to choose security vendors with experience in leveraging and innovating AI into their solutions.

Barracuda have been integrating natural language processing into their anomaly-detecting email security solutions since 2017.

Email is still the number one vector for attackers to breach your network. 91% of all cyberattacks start with email.

Two downloadable resources for managed service providers (MSPs) available from Barracuda MSP’s website:

CISO’s Guide to the Role of AI in Cybersecurity
Cybernomics 101

Questions and AnswersThe session finished with a quick Q&A to close.

Q1: How far behind are defences at being able to accurately spot a deepfake at the moment?

A1: The technology is only at 40% accuracy at spotting deepfakes at the moment, so it’s currently behind. That’s why it’s always good advice to verify anything you’re not sure of, using a different channel medium.

Q2: How can you prove the effectiveness of security technology at managing risk to decision makers?

A2: Email threat scanners should flag up any suspicious activity. Whether that’s emails from unusual geolocations, suspicious links or attachments, or if they’re asking for account details or confidential information.

Q3: Are there any additional training modules that Barracuda provide in how to better spot deepfakes?

A3: Not at the moment, but there will be something to cover deepfake technology in due course.

Q4: Is the distortion you see sometimes in video deepfakes intentional? As a tell tale sign that the video you’re watching is a deepfake?

A4: No, it’s not intentional. It’s just the sophistication of the technology isn’t quite there yet, but that could change in the future.

Understanding Deepfake Technology ConclusionDeepfake technology is being used more and more, and not just as a means of entertainment or clever advertising.

It’s now a tool for cyber attackers to use to get into your systems, steal your data and extort money from you.

Audio deepfakes are already difficult to distinguish from the real thing, and soon video may catch up too.

While many people are prepared for suspiciously-worded emails, are you clients as prepared for vishing attacks that sound like their CFOs ordering an emergency bank transfer?

Have you seen a deepfake that one of your clients might well have fallen for? Or are you concerned that sophistication in this field, thanks to AI, could give you sleepless nights as an MSP in the future?

We’d love to hear your thoughts in the comments!

You Might Also Be Interested In* How to Keep Your MSP Clients Stay Safe When Using AI Tools * TubbTalk 140: How To Transform from an MSP to MSSP for Business Growth * Spotlight on 2024 Cyber Trends And AI-Powered Email Threats

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In this guest article, Jaime Hindle, an independent client success consultant, explores ways to develop and nurture MSP relationships successfully.

I’m a big advocate for spending time in your client relationships. It’s important to really get to know each customer, so you can deliver the best possible service for them. And this not only ensures they’ll stay with you long-term, but also that they’ll refer and recommend you.

Searching, scrolling, swiping, messaging… Hours spent trying to make a connection with the right person…

No this isn’t Tinder (nor any of the other dating apps out there) but it could be. Just ask any of the hard-working MSP business development folk putting the hours in, trying to strike gold.

It can be pretty tough out there

Those of us that have been in this place (MSP business development that is) will recognise the lengths it takes to get to a place where you can have a meaningful exchange with a prospect.

And that doesn’t account for the significant number of leads you’ve targeted who’ve ignored your advances and polite persistence. How many frogs will you have to kiss before finding your prince(ess)?

Getting a prospect to first base is a small business development win, but it isn’t going to pay any bills. Not with a potentially lengthy sales cycle (involving a multitude of stakeholders and influencers) still to negotiate, and maybe even some kind of tender process.

B2B Sales Can Make Building MSP Relationships HarderAnd of course there’s plenty of external recognition that B2B MSP sales can be pretty brutal, requiring often huge amounts of effort. Bain & Co, for example, has suggested it costs x5 more to attract and acquire new business than retain it – a stat has been around for some time.

And of course, different market segments do vary significantly, but you get the picture. Securing new MSP business is not easy, and post-pandemic it’s even tougher.

Treat people right

Let’s make an assumption – that you’ve navigated all that hard work and found a client who has agreed to do business with you. That’s success, right?

But just because they’ve agreed to pay for your services, it doesn’t necessarily mean they’re a good long-term fit. For long-term success you’ll need to properly qualify them (before swiping right… or left).

For too long (and across all kinds of businesses, not just MSPs) there’s been the mindset that ‘any sale is a good sale’ and you can ‘just hit your numbers with delivery worrying about the rest’. But this is a fundamentally flawed and divisive approach.

Firstly, the client will quickly see through the thin veil of being ‘sold to’ when they’re not getting the expected value or promised outcomes from your platform or service.

You’ve got nothing but a short-term win here, expecting that they won’t renew, and may even cancel early if contracts allow.

Secondly, if the team keeps selling promises that can’t be achieved (like a white glove service with a ridiculously short SLA, for VIP users), you’ll have a problem.

Your engineers, or more likely your SDMs will have to then pick up the pieces, conveying to clients that what was expected cannot be provided. Now you’ve got both a damaged client relationship and a damaged internal relationship too.

I’m not here to down-talk sales people – I’ve been one. But these scenarios are real, and the ill-feeling they can cause is seriously detrimental to relationship success. So what’s the solution?

How to Improve MSP RelationshipsFirstly, let’s recognise that the client is not your enemy, and neither are your numbers. For success, the aim can never be to pull the wool over anyone’s eyes (though if you’re the sales person and it feels like that, maybe it’s time to move on). There’s no longevity in this and certainly no integrity.

In fact the opposite is true. Successful B2B relationships – and successful MSP sales – looks like clarity, transparency and honesty. Like securing lengthy contract renewals from happy clients who recognise the value you provide.

Make it last

Assuming you’ve worked hard to get the right new client over the line, you’ll want to make the relationship work. Think of them as a ‘keeper’ to be investing time and attention in. Grow your relationship, reach and value – and your numbers flourish too. Everybody wins.

Relationships matter, at least the ones that you value, right? Those that you have with your team of co-workers, with your suppliers, with your partners, and your clients too. A good start to making it last is recognising the interdependence of all these relationships.

Because, for the most far-reaching success, you need each other working in harmony. And yes, there will be ups and downs, like any relationship, but when you’re really leveraging the principles of client success, the harmony transcends this.

It’s a term that has been around for a few years now – client (or customer) success. But there still appears to be a misunderstanding of what it means in reality.

This transcendence of the harmony in relationships, through the inevitable challenges, difficulties and disagreements, is representative of this.

MSP Relationships Thrive on Client SuccessMost Software-as-a-Service (SaaS) platforms will have a team of customer success managers who will look after new client onboarding, product training, maybe some benefit realisation and ideally renewals too.

Client success is not just for SaaS platforms, and it’s also not about a certain department or role – rather it’s an ethos that must permeate across the business – with everyone responsible for delighting clients and providing positive client experiences (CX).

This means account managers, salespeople engineers, accounts payable and so on. For many MSPs, and service providers full stop, this is quite a shift in outlook and behaviour. But the bottom line is that if your clients succeed, then your business succeeds too.

The client success ethos needs to be supported and lived by leadership as well as the people on the ground. So everyone feels empowered to put clients at the heart of their day-to-day.

And then the flipside of that same coin is these internal teams engendering an environment and understanding where the client is able to see your MSP in an empowered way too. As a trusted partner. And an equal.

But this is a different ball game now – where the number crunching ‘sign it and hit it over the wall’ approach just can’t play. You have no choice but to be more selective about the organisations you work with as any business is not necessarily good business.

But though there needs to be the ’right fit,’ being client-centric and placing the client at the centre of your business doesn’t mean always needing to concede to all demands. It might be controversial, but the client isn’t always right!

Strategic client success

Clients get things wrong; they might not do what they should; they may even be unreasonable from time to time.

They’re human after all and like any other relationship there are at least two parties involved. And each has responsibilities and expectations (and personal lives).

You need to decide if you want to just be another supplier or vendor or if you want to be a valued strategic partner. And if the latter, you have the right to (and should) hold each other to account.

The strong bonds of long-term MSP relationships (even in B2B) are very similar to personal relationships, even marriages.

You establish rapport and credibility (aka attraction), you demonstrate your product or service is valuable and meets their needs (is this person a keeper?) And, having established rapport and delivered initial value you then do the work of building trust.

Because every successful long-term relationship must be built on trust (and mutual respect). And every relationship takes work and effort to keep alive (and vibrant). It’s empathy, honesty, compassion and proactivity. In your personal life, and in your business life too.

Flow State is How to Improve Client RelationshipsLet’s close with this. Client success exists as a flow state. When the client, sales/account team and service delivery team (engineers, SDMs, sys admins) coalesce with mutual respect and appreciation of the expertise and value each provides.

B2B business is still all about people and relationships – even with the ongoing technology, automation, self-serve and AI developments. People still need people and taking a client success approach to this engagement.

And doing it in a consistently effective and authentic way, supported by the good use of tech is what good service and positive CX fundamentally is.

What about you? If you have any top tips for building MSP relationships, we’d love to hear them in the comments!

Author BioJaime Hindle has over 25 years’ commercial experience. He’s seen and done quite a bit, with the battle scars to prove it!

Having spent decades working client-side, in creative agencies, software and IT consultancies as well as the MSP space, Jaime knows what it takes to deliver highly successful and mutually beneficial relationships with customers.

You can find out more about how Jaime supports his client over on his website, or connect with him on LinkedIn.

You Might Also be Interested in* Podcast: Why Building a White Glove MSP Leads to Better Client Relationships * Why You Should Nurture Relationships Before Activating Them * Webinar: If I Were to Start an MSP Again: Tips for Building Business Relationships

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In the last post, we looked at how to support your MSP clients with AI tools. We considered some of the main pitfalls to be aware of and what impact they could have on a business.

This time, we’ll explore the data security aspects of artificial intelligence. How can you keep your MSP clients safe, and how do you communicate the importance of security with them?

Offer to Support with the Installation of AI ToolsIf you know that your clients are keen to use AI solutions, make sure that they’re using them safely. And you don’t have to be an expert in the tool to help them, either!

In the same way that you’d encourage clients to only click on trusted links or install software from safe sites, support them to do the same with AI tools too. If they’re Microsoft users, assist them with getting Microsoft Copilot set up.

And if they’re looking for tools to make content creation quicker and easier, point them towards things like Whisper Transcribe or ChatGPT. If there are payment or licencing requirements, can you manage that for them?

We know that business owners are using AI in all sorts of ways to make life easier, but they may not think through the consequences of signing up for the latest shiny object. As a responsible IT partner, you should help keep them safe.

Communicate Clearly with Your Clients About the RisksAs with cybersecurity and data compliance, we know that people don’t like to be lectured about keeping themselves safe while using tech. But if you’ve got a good relationship with your clients already, you should be able to broach it with them.

Perhaps you could make it part of your regular review meeting with them. Ask if they’re considering an AI tool, or if they’re already using one, how it’s working out. They might not want to admit that they’re struggling or concerned about what access the tool has, so make it part of a chat, not a lecture.

And it’s also a good idea to ask them to check with their teams, too. While your client may not have introduced AI tools to the business yet, that doesn’t mean that a staff member isn’t using it to automate a task and save themselves some time!

Provide AI Security Awareness TrainingMany MSPs are looking at ways to offer cybersecurity awareness training, as it becomes more of a priority for their clients. This can include phishing simulations, online videos or in-person training sessions.

Over time, as more people adopt AI tools, it will become more important than ever to offer security awareness training. Companies such as KnowBe4 offer AI-powered training. They say that this “enables organisations to reduce risk faster, better and more efficiently.”

Or, if you’re not in a position to offer the training yourself, look for someone you can partner with. This is where it’s handy to be part of a peer group – ask around for anyone offering MSSP (managed security services provider) services. They will have a good referral for you or deliver the training themselves.

And if your clients aren’t keen to invest time and money into awareness training, there are plenty of articles on the dangers of AI tools being exploited by cyber criminals that you can share with them.

For example, in this article from October 2023, as featured in Cyber Magazine, highlights the risks clearly. AI is being used to craft ever-more-convincing phishing emails and to create malware.

More worryingly, they are stealing login credentials for tools such as ChatGPT to access older, unprotected devices and compromise data. These passwords are sold on the Dark Web. And they command higher prices than private emails due to the sensitive nature.

Improve Overall Security as Protection Against AI Tool ThreatsAs an MSP, you’re probably using some kind of remote monitoring and management (RMM) tool on your clients’ networks. A good RMM not only looks at endpoints such as workstations, but also smartphones and network devices.

Because it proactively highlights any issues on a client’s server and alerts you in real time, you can often fix problems or prevent breaches without the customer even knowing it’s happened.

So if you’ve got a client who you think is at greater risk of hacking or data compromise because of AI tools, now is a good time to help them to improve and update their security systems.

And the added advantage is that while they may not have taken you up on the service in the past, the rise in cybersecurity attacks, particularly involving compromised AI, might be enough to persuade them now.

Make Sure the AI Tools are Legislation CompliantIn a recent interview, GDPR and compliance expert Robert Baugh of Keepabl discussed the challenges for business owners who use AI tools. In particular he highlights the importance of governance – ensuring that you meet legal, ethical, moral and contractual obligations.

And Robert goes on to explain the importance of a data map. This logs every piece of information you have on past and current employees, as well as anyone you’ve interviewed for a role.

When it comes to AI, he says, that companies are in such a rush to adopt it that they’re not giving enough thought to privacy. Depending on how you use a tool, anything you input could be output to another party – this is a serious breach.

Another problem is that because of the way some AI tools work, there is a risk of bias with its outputs. Again, depending on the data its been fed, this could lead to discrimination or harassment, and is against GDPR regulations.

What about you? How do you talk to your clients about AI security measures? Have you made any changes to the services you provide them to help keep them safe? Let us know in the comments!

You Might Also be Interested in* Webinar: The New Normal: AI-Powered Novel Email Threats * Podcast: The Cloud and Cybersecurity Expo: What’s New for MSPs? * How AI is Narrowing the Inclusion Gap and the Opportunities for MSPs

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Introducing a programme of good mental wellbeing into your business can take many forms.

With burnout affecting technical teams far more than any other workforce, you’re probably already aware of some of the options available when it comes to encouraging good mental wellbeing for you and your staff.

Here at Team Tubb, we each have our own ways of looking after our own mental health.

Yet as a team that is based across the UK mainland, Europe and South Africa, we also employ some other clever ways to help to keep the team supported and encouraged.

Here we explore what works for each of us, including any apps we use, as well as which resources we use in the team as a whole. Hoping that some of these ideas might inspire you and your team.

Introducing a Programme of Good Mental Wellbeing into Your BusinessDepending on the size and scale of your business, and how many offices you work from, managing good mental wellbeing can look different from one company to the next.

However, here are some good places to start when thinking about your own team strategy:

Assess Needs – think of ways to conduct surveys of your team to ensure you understand any areas of stress.

Develop a Policy – create a policy that outlines objectives, strategies and resources in alignment with the goals and culture of your business.

Training and Awareness – provide training for all levels to recognise the signs of poor mental health and promote a supportive culture within the team.

Provide Resources and Support – partner with external independent professionals to deliver support, or invest in supportive technology or apps.

Regular Check-ins – implement regular wellness check-ins with anonymous feedback mechanisms to monitor the programme’s effectiveness.

Promote a Healthy Work-Life Balance – Encourage policies that promote a healthy work-life balance, such as flexible working hours, remote working opportunities and taking regular breaks and holidays.

Support Individual Healthy Practices – Anything with a positive affect on personal wellbeing should be encouraged.

Ways We Promote Good Mental Health as a Team at TubblogAt Team Tubb, we already practice flexible working, which allows everyone in the team to work on their terms.

So to be effective, we do a great deal of our team communication through a productivity and communication platform called Slack.

While this organises our workload and allows us to prioritise and touch base with each other, we also use it to promote good wellbeing in the team.

Alongside this, we also employ a professional coach, both in group sessions and on a confidential one-to-one basis to help the team conquer any hurdles they may be experiencing.

The #Watercooler and #Wins ChannelsWe have two channels in Slack that are good to have for encouraging positive mental wellbeing.

The Watercooler channel is for sharing anything the team might find interesting, unrelated to workload or projects. These can be a nice fun distraction, as well as a reminder that we should take time out every now and then.

The Wins channel lets us celebrate nice comments or emails we get from people appreciating our work, which is important to share with our colleagues.

Truth Tuesdays and Geekbot Weekly Check-InsTruth Tuesdays is our regular check-in with each other. Our studio manager, Lara Johnson creates a post – an inspiring quote and an uplifting photo, which the team can react to or comment on.

We encourage each other to be honest about how we’re feeling, and we don’t have to give detail if we don’t want to. But just having the outlet there if we need, can be a big help if we’re not feeling our best.

We also have an automated bot that sends us a series of direct messages (DMs) on a Monday morning. The purpose of Geekbot is to let the team know what we’re all working on that week, but it’s secondary function is to be able to call for assistance if we’re feeling overwhelmed or ill.

External Mental Fitness Coaching SessionsHere at Team Tubb we realise that there’s only so much we can do for each other internally. So we also sometimes partner with an external coach, who specialises in mental fitness.

The purpose of these sessions is to equip us with the tools that we need to better communicate, manage our time better, and get the most out of the skills we have already.

The benefits of these sessions have a huge positive impact on everyone in the team, both professionally and personally.

Individual Wellbeing: The Tech Apps and Practices We Recommend PersonallyRichard TubbRichard believes that technology is fantastic at helping you to keep organised. “Stress comes from knowing the right thing to do, but not doing it,” he says, recalling a quote he heard once a long time ago.

During his days as an MSP, he once read the book: “Getting Things Done” (GTD) by David Allen, in which he explains the brain is for generating ideas, not storing them. Therefore Richard uses apps such as Evernote, Todoist and Google Calendar to organise himself.

However, when it comes to mental wellbeing, Richard likes to meditate. He uses the Headspace App 10 minutes each day, every morning, to decompress. This sets him up for the rest of the day. Sometimes, if the day has been a stressful one, he’ll meditate during the day too, just to compose and re-centre himself.

Pascal FintoniPascal likes to gamify his daily task list. By organising the tasks and deliverables that need to be done, he will set himself a short 10 minute ‘reward’. These can range from listening to film scores on Spotify, to taking a short walk for some fresh air, or even doing a household chore!

His tech recommendation for a productive and distraction-free workspace is AppBlock. AppBlock stops all notifications to your mobile phone, ensuring you’re not overwhelmed with pings when you’re trying to focus.

Books he recommends include: 12 Rules for Life: An Antidote to Chaos by Jordan B. Peterson, and Be Useful: Seven Rules for Life by Arnold Schwarzenegger

Lenka KoppovaLenka enjoys going to the gym/yoga every morning, and says a book that changed her life was Outlive by Dr Peter Attia.

She believes that learning and health go hand-in-hand – and so, those are top priorities for her.

She uses the ‘Focus Mode’ on her phone a lot, and some digital wellbeing tools to ensure interruptions are at a minimum. The Forest App is a great way to focus solely on a task, too.

As a health a neuroscience nerd, she loves the Huberman Lab podcast, and reads plenty of books about the subject in her spare time.

But she says the best thing she ever did for her mental health was to get a cat. He makes her laugh every day, so worth bearing in mind if you’re thinking of getting one!

Kareena BaratAfter overcoming severe anxiety as a child, using Reiki techniques and by talking about her issues with her mother, Kareena saw the power in challenging herself by taking on adventurous activities.

Therefore taking regular holidays is an important part of maintaining her wellbeing. By combing nature, social, creative and active pursuits into her life, it keeps her anxiety at bay.

Going to the gym is part of her daily routine. A routine that’s important to keep a healthy balance. She uses an App by Garmin Connect to design workouts, and uses the ‘Modes and Routines’ feature of her Android phone to keep her Sleep and Work set to specific times. And at the weekend, she tries to take in a hike if the weather allows.

Gudrun LauretGudrun finds having a routine difficult to stick to at the moment.

However, having a dog, she has to regularly take her out for a walk regularly each day, which also gives her a walk in the fresh air. And just watching her dog play, she says, always makes her feel better.

Another great stress reliever for her is running. Listening to music allows her to reset her mind and clear her headspace.

Gudrun sometimes finds time for journaling too, especially when she used to use her dad’s old electric typewriter. There was something therapeutic about writing things out and bashing the keys while doing it!

Even though she claims to be more analogue than digital, she does use a pomodoro timer on her computer to block out time. And leaves to-do lists all around the house.

Her book recommendation is “How to do Things” by David Cain, which is a very basic productivity book. The system is simple and not overwhelming, and can be broken down and made even simpler for when you ARE overwhelmed.

Stephen McCormickGood mental wellbeing for me consists of both healthy activities and enjoyable creative pursuits.

I go to the gym three times a week, and keep a healthy diet, cutting out processed sugar and salt where possible. I take part in activities in my spare time that unplug myself from technology.

For example, I have a regular board game social group, and I like the tactile problem-solving and communication which comes with doing escape rooms with friends.

I also find stress relief in any creative activity where I can use my hands, suh as painting miniatures for the kinds of board games I play.

In terms of technology, I love the bedtime mode on my android phone, which prevents notifications while I sleep, and turns the screen greyscale. And the My Wellness App for the gym workout data is very helpful to track my progress.

Lastly Arnold’s Pump Club is an excellent podcast that gives you ten minutes of motivational advice from Arnold Schwarzenegger, taken from his newsletter, and read out by an AI in Arnold’s voice.

Lara JohnsonFinally, Lara finds herself very busy looking after her children when she isn’t working.

However, when she can find the time, she also likes to pursue fitness at the gym as a way to keep strong physically and mentally.

Other Great Software Resources to Consider For Your Mental WellbeingHere are five more Apps that might you might find useful:

Headspace – This app offers guided meditation and mindfulness practices to reduce stress and anxiety.
Calm – Provides sleep aids, meditation tools, and resources to help with relaxation and stress management.
5 Minute Journal – A daily mood tracker and micro journaling App with inspirational quotes and reminders available.
Moodfit – Helps track and improve your mood, providing tools to manage your mental health day-to-day.
The Body Coach App – Provides a personalised structured workout and nutrition plan with access to community support and live workouts with Joe Wicks.

Resources Mentioned in This Article* Software: Slack * Software: Geekbot * Website: Adventurous Coaching * Book: Getting Things Done (GTD) by David Allen * Software: Evernote * Software: Todoist * Software: Google Calendar * App: AppBlock * Book: 12 Rules for Life: An Antidote to Chaos by Jordan B. Peterson * Book: Be Useful: Seven Rules for Life by Arnold Schwarzenegger * Book: Outlive: The Science and Art of Longevity by Dr Peter Attia * App: Forest App * Podcast: Huberman Lab (Spotify) * App: Garmin Connect * Website: Pomofocus (Pomodoro Timer) * Book: How to Do Things: Productivity for the Productivity Challenged by David Cain * App: Technogym MyWellness * Podcast: Arnold’s Pump Club (Spotify) * App: Headspace * App: Calm * App: 5 Minute Journal * App: Moodfit * Videos: The Body Coach App

What Mental Wellbeing Tools and Practices Work for You?When it comes to taking control of mental wellbeing, knowing is half the battle.

We hope you already have in place some great tools and services to help you manage your own mental health, as well as that of your staff. And if you’re looking for ideas, we hope this article has given you a few more examples to look into.

We’d love to hear what tools, apps and resources you’re using in your business. Please let us know in the comments!

You Might Also Be Interested In* Encouraging Wellbeing as an Important Investment for Your Business * TubbTalk 120: What do Mid-Life MSP Owners Need to Know for Better Health and Wellness? * Applying an Adventurous Mindset in Life and Work for Robust Mental Fitness

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Artificial intelligence is here to stay, whether we like it or not. And as managed service providers (MSPs) we’ve probably already anticipated the changes to business and life that AI tools will bring about.

However, you may not have given much thought to what AI will actually mean for your clients’ businesses. As their tech partner, your clients look to you as the expert, even if you’re not totally confident in much outside of Microsoft Co-Pilot.

And of course, there are myriad ways to use AI– you’re clients are most likely using it already without realising. As their adviser, you have a responsibility to make sure any of your clients wanting to use AI for business, even if it’s just in a small way, know how to do so responsibly.

Let’s take a look at just a few of the key areas that you need to focus on when it comes to AI tools and apps for your MSP’s clients.

Consider the Cybersecurity Risks of AI ToolsCybersecurity is a priority for most MSPs, and especially those who are transitioning to be an MSSP (managed security service provider).

And as cybercriminals are able to gain access to networks through emails from the ‘CEO’, legitimate-looking links and more, it’s perhaps unsurprising that AI is a target too.

The UK’s NCSC recently conducted a study to look at the short-term risks of AI and cyber threats. They found that while AI can actually be a positive tool for rapid threat detection, it is also vulnerable.

So in the coming year or so, existing tactics, techniques and procedures (TTPs) will evolve and be enhanced, and those pose the greatest risk. For now, cyber threat actors, even those who aren’t especially skilled, are employing AI from anywhere in the world.

As a tech partner, what do MSPs need to know? Well, as the criminals access high-quality data and improve their skills, they will employ more sophisticated techniques from 2025 onwards.

More concerning for now is that AI offers what the NCSC terms ‘capability uplift’ in both social engineering and reconnaissance. This makes both more efficient and effective, and also harder to detect.

Now would be a good time to start educating your clients on this, and look at how you could offer awareness training. If you don’t have the capacity to do that yourself, perhaps you can partner with another MSP who does?

Using AI for Content Creation Can Lead to Accidental PlagiarismAs a writer, I know first-hand how busy people are and that they struggle to make time for content marketing. The arrival of AI tools like ChatGPT has made it much quicker and easier for rushed business owners to put together a blog post.

Aside from the issues around the quality of the output, and how much it sounds like you, there’s a real risk that your MSP client could be accused of plagiarism. And that could cause reputational damage.

ChatGPT is a large language model (LLM) which is capable of searching for and generating text based on a prompt. By asking it a question (prompt), the tool will write you whatever you want. As well as blogs, it can be used for emails, course outlines or poetry.

However, not all AI tools come up with this output on their own. Instead, it combs the internet for information which is already out there. If you asked it, “How do I make a Christmas pudding?”, for instance, the results it presents to you have already been published.

So there is a real risk of copying someone else’s content, even if you didn’t mean to. And there are also ethical questions being raised. If you’ve used AI tools which use machine learning, then you haven’t stolen someone else’s work. But you haven’t written it either.

The good news is, there are tools you can use that will scan a piece of text for you. If there’s someone else’s work there, you can remove it. Alternatively, cite it as research or even summarise it in your own words.

Are the AI Tools Giving You Accurate Information?If your clients are using ChatGPT to save them time in their marketing efforts, are they reading the output? Too often we see badly-written blogs published on a website. But more worrying is that if you don’t check it before you share it, it could be factually incorrect.

Where did the tool find the information? Can you verify the source document? The tech sector moves fast, and data that was relevant and up-to-date one day might be might be meaningless the next.

By relying on the AI tool to do the research and the work for you, you’re handing over quality control. Encourage your MSP clients to read through blog posts to make sure it doesn’t have information from unreliable or discredited sources shared as facts. Again, think about the reputational impact.

Likewise, if they’re using AI for automation, has everything been set up right? Are there safeguards in place to prevent mistakes? For instance, if it produces reports for clients, is it up to date? A process for regular reviews of AI tools is a good idea.

Be Aware of Regulated Industry RequirementsDepending on the industry your clients work in, they may need to be selective about their AI tools. Any company dealing with sensitive information, or has government contracts, will be bound by specific legislation.

As we’ve seen, cyber criminals use AI for nefarious purposes. Your clients may not be aware of the risks, or even realise that they’re not supposed to use a specific tool. Smaller companies are always the most vulnerable, so if your client is an SMB or in a supply chain with one, take preventative measures.

Your clients also need to consider what information they allow the AI tools to access. There are GDPR rules around sharing and storing personal data, for instance, and breaching those can lead to large fines and other sanctions.

Do they hold proprietary information, whether their own or that of their own clients? How can this be safeguarded from AI tools accessing networks? It’s important to be transparent with customers and suppliers if AI is being used somewhere within a business.

And AI tools aren’t infallible! They can make mistakes (hallucinations) and things can go wrong. So far there haven’t been any final court decisions about AI errors. But it’s unlikely that a judge would accept blaming AI for any negligence. So check and recheck the work that these types of tools do for you!

What about you? Do your MSPs clients ask you for help with choosing and implementing AI tools? Do you have a strategy to support them? Let us know in the comments!

You Might Also be Interested in* Spotlight on 2024 Cyber Trends and AI-Powered Email Threats * Podcast: AI, The Future of Managed Services and Pax8 for MSPs: What You Need to Know * Clever Ways AI is Being Leveraged to Empower Customer Experience

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Juan Fernandez is the Global Channel Chief at SuperOps, the next gen platform for MSPs. A former MSP and investor, Juan’s achievements have been recognised across the industry, winning numerous awards. He shares his advice on being a better MSP leader.

An Interview With Juan FernandezHow the CEO of SuperOps Takes a Different Approach to BusinessJuan says he and Arvind are aligned with what they want to do: “He’d been very successful in previous roles, but he’s not motivated by money. He wants to empower others, and I’m the same.

“I want to do the right thing, and Arvin’s goal was to create jobs for the community and legacy wealth for our employees. That aligns with my goals. As a leader, our job is not to tell people what to do.

“It’s to empower them to be more successful and to create those jobs and those opportunities for people to find success. That’s the moment that I love the most. Arvind’s vision is different to most CEOs.”

What Juan Looks for in Team MembersJuan says that as an MSP leader, he’s looking for people with drive, determination and passion. But too often, leaders are only looking for people who can do the job. “That’s why I want people with passion, because they can be aligned to the role.

“So often, people have been in unfulfilling jobs. But when you give them the opportunity to find something they’re passionate about, they’re unstoppable. I’m looking for people who want to enact change and take charge of their destiny themselves.”

How an MSP Leader Should Support Staff not Reaching Their PotentialThere sometimes comes a time when you’ve encouraged a team member to try a role or take on more responsibility but it hasn’t worked. So what should you do? Juan says he tries to encourage people to self-select.

“But the problem is often their mindset. I might feel confident that they’re capable, but they don’t think they are. Where possible, help them to see what they can do. If they don’t have the desire to step up to the challenge, it’s frustrating as a leader.

“In those situations, you can try to encourage them. Or you can realise that there’s something holding them back which could damage the entire team. They have to all work to the same goal, and if someone isn’t you have to let them go.”

How to Build Resilience as an MSP LeaderJuan says that his approach to being an MSP leader is to lead by example. “I tell my team, ‘I won’t ask you to do anything I wouldn’t. So I always do things first, no matter how small.

“By demonstrating that something is possible, then you know you can do it too. It’s my job to help them understand it. And if they really don’t have faith in themselves, then maybe it isn’t the right role. That’s ok.”

Juan says there are different approaches to leadership you can take. “Maybe you prefer to be in control, but I like the team vote. Everyone gets a say. As a leader, we feel that we have to make all the decisions. But if you empower the team, you build resilience for yourself and them.”

How Juan Became a Published AuthorJuan explains he met his co-author by chance after he won MSP Shark Tank. “Marnie Stockman contacted me on LinkedIn. And I always reply to people who connect with me.

“We just hit it off and had similar backgrounds. We talked, did a joint presentation at an event, and then we decided to write a book together. So, we wrote The MSP Owner’s Handbook QBR version. Since then, we’ve co-written other versions, including one for SaaS businesses.

“It’s been translated into different languages, and the SaaS version is used as educational material for SaaS companies on how to approach MSPs and understand their mindsets. It’s been incredible.”

Why Not Having a Mentor Helps Juan be a Better MSP LeaderJuan has always been open about the fact that he doesn’t look up to anyone. “From a young age, I learned from what I saw around me. When I saw behaviours I didn’t like, I’d say: ‘When I’m a leader, I will never do that.’

“So I still do that today. And it really helps me focus my leadership skills. I can say that there are tactics I’ve seen that I won’t use. It lets me push myself away from something I don’t want to be towards what I DO want to be.”

How to Connect With Juan Fernandez* SuperOps * Follow SuperOps on LinkedIn * Like SuperOps on Facebook * Follow SuperOps on X * Connect with Juan on LinkedIn * email Juan * Text Juan

Mentioned in This Episode* Cloud business suite: Zoho * Helpdesk and ticketing software: Freshdesk * Cybersecurity solutions: RSA * TubbTalk 147: One Woman in Tech’s Remarkable Journey from MSP to Community Manager * MSP peer group: CompTIA * Juan’s book: The MSP Owner’s Handbook: QBR Edition * Author and MSP sales expert: Marnie Stockman * Research firm: Lifecycle Insights * Interactive audio and video walkthroughs: TalkTrack * Antivirus: Microsoft Defender * Cloud solutions Provider: Sherweb * TubbTalk 150: 25 Years an MSP – Valuable Lessons You Learn from Longevity

You Might Also be Interested in* Podcast: Global Expansion, Harnessing the Power of AI and Serving the MSP Channel Better * A Blueprint for Success: Sensational Insights Revealed at SuperSummit 2024 * SuperSummit Virtual: Strategies for Successful MSP Growth and Scale

The post TubbTalk 152: The MSP Owner’s Guide to Becoming a Better Leader appeared first on Tubblog: The Hub for MSPs.

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Wellbeing is crucial part of building a long-lasting and happy team.

Investing in your employees’ mental and physical health is just as important as making sure they have the necessary tools and skills to do their job.

So, what can we do as employers and business owners to help build a culture of good wellbeing?

In this article we explore some of the practices, and the benefits of a strong wellbeing-centric workforce.

IntroductionWe all know that professional people work hard and experience stress from time to time. Managed service provider (MSP) businesses are no different. Analytical problem-solving and keeping to tight deadlines within a technical environment requires intelligence, professionalism and an attention to detail.

However, if we’re not careful, that stress can lead to burnout if not properly managed.

According to the Workplace Health Report 2023, conducted by Champion Health:

76% of employees experienced moderate-to-high levels of stress (up from 67% in 2022)
33% of employees reported that high stress impacted on their productivity

Source: Champion Health Insights

The challenges of retaining top talent mean that once we find great people to work with, we should be doing our best to keep them engaged, healthy and happy.

Therefore, this article will address some of the things we can do to encourage a strong culture of wellbeing. As well as highlighting some of areas we should keep a close eye on.

Wellbeing as an InvestmentIt’s crucial that investment in wellbeing should come from the top down.

Leadership commitment is as important as employee buy-in when it comes to making wellbeing a part of your company strategy. Burnout can affect anyone, and it’s a massive risk to your business if not managed properly.

However, it’s an investment, and that means there’s a cost. Initiatives promoting wellbeing in your workplace can require time and money to implement. At the very least, you may have to change operational practices to accommodate a healthier work/life balance.

A commitment to wellbeing is something to mention when you’re hiring, be part of your onboarding, and be a strong part of your culture throughout your operations.

Besides, if you can prove the strength of your commitment, it can be a way of attracting talent. Especially for those people whom health and wellbeing is an important factor is deciding to work for a company.

Five Ways to Incorporate Wellbeing into Your MSP BusinessImproving Working ConditionsThis is a broad subject, but here we’re specifically talking about giving employees options and control over where and how they work.

It’s also about enabling them to be more effective in their roles by providing the right tools and training to do their jobs effectively. As well as making sure the support is in place when they need it.

Furthermore, the impression that they’re being listened to, as well being rewarded for hard work goes a long way.

Striking a balance to make sure your employees are not overworked and are taking adequate breaks will increase their long-term productivity.

Microbreaks every 2-3 hours are proven to increase productivity and creativity. And they can help lower stress too. There’s a great article about the science behind microbreaks here.

Create a Social Fund that Focuses on WellbeingFor those of you lucky enough to be able to spend time with your team outside of normal working hours, it’s good to engage in social activities together. And those that promote health and wellbeing can demonstrate the commitment you have to building resilience. It can also deepen the trust you have between you and your team.

The social bonds you create as a result will also help lower stress, but be careful to not blur the lines — keep respectful boundaries to preserve your integrity.

Carry Out Some Charity WorkDoing your bit for charity always feels good. As an employer, if you get opportunities to help local charities in the community, it also helps with your brand marketing, and social proof too.

If you can allow or, even better, encourage your staff to take part in work that benefits a charity or local community, it helps them feel good by doing some good.

You should allow your team the time off in lieu (TOIL) if this charity work falls outside of normal working hours. And perhaps reward them with a team meal or something similar.

Mentoring Schemes and CounsellingSometimes we can be so wrapped up in our day-to-day work schedules, we can be too narrowly focused to see the bigger picture.

Having someone to talk to who can help us set long-term goals, resolve difficulties and put things into perspective can be very useful. Both mentors and counsellors can help you manage your stress and set context for change in your schedules or new challenges.

Healthy Lifestyle IncentivesProving your commitment to wellbeing extends to improving healthy lifestyles and habits too.

Promoting the government’s cycle to work scheme, or partnering with a local gym to offer discounts are just two ways you can build healthy habits.

You don’t have to replace ‘Friday Morning Doughnuts’, but you might also consider holding ‘Fruit Bowl Mondays’ too.

Implementing a Responsive Employee Assistance ProgrammeAn employee assistance programme is an employer-paid service that offers confidential support and professional advice to employees.

This is to help them deal with their professional or personal problems, especially if they’re impacting on their work, or their physical or mental health.

This assistance is voluntary, but it’s there to be used if and when staff need it.

Work Practices That Can Cause a Detriment to WellbeingMaintain Adequate Staffing – Where service demand is high, and tight deadlines are commonplace in your business, it can take a heavy toll on your workforce if there aren’t enough members in your team to meet the demand.

Depression and high blood pressure are common side effects of being overworked. This can lead to members of the team taking time off sick, which further exacerbates the problem.

While hiring more staff can seem costly, it’s even more costly to let your good staff take extended periods of sick leave due to stress. They may even seek employment elsewhere if they’re unhappy with how the demand is managed.

Smarter Working, Not Harder Working – We must all remember that time is a finite resource.

According to American Author Zig Ziglar: “Lack of direction, not lack of time, is the problem. We all have twenty-four-hour days.”

We must employ effective tools and processes that help us to use that time wisely. Automation, productivity hacks and ensuring we’re not wasting time on things that offer no value, will help you deliver more in smarter ways.

The savings you make in leaner processes will allow you more time to pursue the worthwhile things you want to do. For your team this could mean allowing them time to focus on learning new skills or developing creative solutions to problems.

Quiet Quitting or Presenteeism – When morale is low through stress or through other means, some employees may just choose to turn up and do the bare minimum. This is known as ‘quiet quitting’, and it can be disruptive.

Presenteeism brings problems of a different kind. Though it may appear to be a good thing that employees are present, staff who are ill will be less productive. If the illness is contagious, it can be spread to other members of the team, and they may be prone to burnout if they’re working when they should be resting.

Furthermore, if the employee feels compelled to be at work when they’re ill, this is a cause for concern, as it demonstrates they’re fearful of not being at work.

Ways to Help You Manage Your Own WellbeingEveryone is different, and we manage our wellbeing in different ways.

According to the NHS website, the 5 steps to mental wellbeing include:

Taking time to connect with other people – This could be spending time with friends and family, having lunch with a colleague or joining a club/volunteering
Being physically active – Exercise can raise your self-esteem, improve fitness and generate natural endorphins in the brain
Learning new skills – To boost self-confidence and garner a sense of purpose or achievement. This could also lead to greater opportunities and improved self-reliance
Give to others – Connect with other people through kindness to create positive feelings. Giving up your time to help others or just finding ways to express gratitude can help you achieve this
Practice mindfulness – Be in the moment and take time to notice what’s happening all around you

In a future article, we’ll explore some of the tools and apps that you can use to build greater resilience in your own personal wellbeing.

Technological Tools to Help Manage WellbeingThere are dozens of tools and apps to help manage an individual wellbeing.

These apps and wearables can help track stress levels, physical activity, and even sleep patterns.

While they offer some excellent health benefits, not all employees will be comfortable in sharing this personal data, either with the manufacturer of the software, or their employer.

And these tools should augment other wellbeing practices that offer more human interaction, in order to keep that personal touch.

In a future article we’ll explore some of these in more detail.

Other Ways Promoting Wellbeing Can Benefit Your BusinessWhen you encourage personal development or healthy pursuits in your staff, you should also encourage them to celebrate their achievements through social media. This is especially true if they’ve met a milestone that they’re proud of, or done something for charity.

Promoting it through your LinkedIn company page is a great way to demonstrate your commitment to personal development, health and wellbeing. And it will raise the profile of the people who work for you too.

This will reflect positively back on your business, showing your ethos is of a company that cares about the wellbeing of its people.

Wellbeing Case Study: Salesforce’s Wellbeing InitiativesCustomer Relationship Management (CRM) leader Salesforce has some unique ways of promoting holistic wellbeing as an investment.

Some of those that stand out are:

Ohana Culture: Salesforce promotes a culture of “Ohana,” which means “family” in Hawaiian. This philosophy underscores that the health and happiness of each employee are integral to the functioning of the company as a whole
Mindfulness Zones: Salesforce offices worldwide are equipped with mindfulness zones — quiet spaces where employees can take a break, meditate, or practice mindfulness to rejuvenate during a hectic workday
B-Well Together Program: This initiative focuses on mental health and includes virtual wellness sessions. It features speakers and experts on topics ranging from psychological health to physical fitness, accessible to all employees globally

Furthermore, these initiatives are continually being improved through employee feedback. This underscores their effectiveness, and keeps the programmes in step with how staff are feeling.

Find out more about Salesforce’s Wellbeing Playbook.

Build a Culture of Wellbeing into Your BusinessWellbeing might not be the most important thing to think about as a business owner, but it does come with a number of important benefits.

Invest in wellbeing and you can expect:

A higher retention of staff or lower turnover
Fewer staff sickness days taken
Increased productivity and overall morale
Greater loyalty and buy-in from your team

It’s a sensible investment, just like anything else. Though the returns may not seem tangible in the short term, it’s very much part of a long-term strategy.

Also, young people are much less motivated by remuneration as previous generations. Therefore better working conditions and benefits are much more appealing to new candidates.

What do you to encourage better wellbeing for you and your team? Has burnout affected you or your employees? And have you seen positive results after prioritising wellbeing as an investment in your business? We would love to hear your stories in the comments.

You Might Also Be Interested In* A Blueprint for Success: Sensational Insights Revealed at SuperSummit 2024 * TubbTalk 148: How High Performing MSPs Leverage People Power for Success * Why Consistent Content Marketing is Key for MSP Sales Success

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In defining what a blueprint for success looks like for managed service providers (MSPs), we can all agree that rarely are two MSPs the same. At the SuperOps SuperSummit 2024, we saw a wealth of experience in the room, and on the stage.

As part of the event’s line-up, both Richard Tubb and Stephen McCormick held panel sessions that showcased MSPs from both poles of the growth spectrum.

There were also some great speakers, tackling such topics as: the customer experience, creating an aligned technical team and ‘relationomics’.

SuperSummit 2024: Blueprint for Success and SupergrowthThe event took place at The View, Lincoln’s Inn Fields in London on Friday 19th April, and opened with a rousing keynote from SuperOps CEO Arvind Parthiban.

The main message he gave was that we need to evolve as managed service providers and embrace AI before we get left behind. We can’t just ignore it. Soon it will become ‘table stakes’, just like ‘the cloud’ before it, and the internet before that.

The Super MSPs of Europe – Sharing Their BlueprintSuperSummit 2024 featured a number of interesting MSP panels, one of which was moderated by Richard Tubb. Here, he spoke to some of the most successful MSPs in Europe. About their journey to success, and how they keep their businesses running healthy and smart.

The MSPs were:

Vera Tucci – Co-Owner and COO – T Consulting
Mark Taylor – CTO and Founder – Chorus
Scott Riley – Founder – Cloud Nexus
Joe Burns – Co-Founder and CEO – Reformed IT

What Prompted You to Start Your Businesses?Mark talked about what drove him to make the move from a managed service provider to a managed security service provider (MSSP). He said it was a logical leap for him. An evolution, really.

Luckily, he said, Microsoft, at the time, was heavily investing in more security-driven software. So he aimed at what he called, ‘a soft 24/7 approach’ to managed security.

Managed services are evolving all the time, and what it will look like in 6 months or three years will be different to what it is today.

Managed services in the Italian IT community was a very new concept when T Consulting started purchasing remote monitoring and management licences (RMM), Vera recalled.

It was seen as a maverick approach at the time in 2007, but trusting in that vision led to being better able to help her clients.

Scott shared his journey from his previous business: it was backed by a private equity firm when it was sold on, and it grew very quickly.

The backing firm were only interested in numbers, so although there was fast growth, no care was given to the customers. Customers were tied into long-term contracts, and when sales were slow, they cut costs by getting rid of people and assets.

Scott was adamant that when he started his own business, priorities would be different. “It’s our people first, then it’s the customers”, as he put it. The money would follow from treating customers well, which in turn would come from treating his employees well.

How Do You Keep Healthy and Happy in Running a Business at Such a High Level?The IT industry suffers from up to five times the stress of other businesses. Vera often says to her team, “We don’t save lives …but we do save businesses”. Together they save their clients money, jobs and reputation.

She says, sometimes the stress of work can be relentless, and some days you don’t get a break from it. So you need to cherish those moments when you can centre yourself. Whether that’s going for a run with a podcast on, having a nice meal, or talking to her husband, who is also her business partner.

Vera said, it’s a privilege to be able to vent with someone who understands, but then it can be very difficult to distance yourself from work sometimes too.

Scott also shared his experience of financial anxiety when running his business.

He recalled a time in his second year, when it looked like poor cash flow had resulted in him not being able to pay salaries one month. He’s since learned that he needs to ask for payment in advance, especially when it comes to big projects that can months to complete.

Another way he fights off depression is ensuring that he does CrossFit every lunchtime, and he takes an hour each morning before his wife and kids wake up to enjoy a moment when he can be himself – not a dad, husband or boss.

The Importance of CommunitiesJoe Burns talked about the value you get from communities as a whole, particularly as he runs a local gathering of the Tech Tribe in the East Midlands.

He says they’re a great place for MSPs to get together and have conversations about the sort of challenges they’re having. Other members can then offer their advice, because sometimes we can’t always see the big picture and it’s nice to have other perspectives to draw on as well.

While the Tech Tribe online community is great for sharing ideas, there’s nothing better than having these conversations face-to-face, in the room.

Joe said, at last year’s SuperSummit, where someone came up to him and said, “I come to these things for therapy!”

They were referring to the fact that it can be a lonely and stressful business being an MSP sometimes. And having the opportunity to mix with other people going through similar experiences can take the weight of our shoulders a little bit.

Co-Managed IT: How Do You Strike The Right Balance?“To start with, you have to get a clear understanding of what the internal IT team needs the most,” explains Vera.

Usually they don’t have a massive budget, but have lots to get done. So the first thing to do is set up a budget for short term and long term goals. What skills are they missing in-house, and how can we help the business grow and become more resilient?

Vera said they begin mapping the competencies, skills and systems needed to achieve their goal. Then draw out clear lines of responsibility. Where things are shared, it’s important that every little change is logged carefully, to ensure things aren’t messy.

Starting Right – A Strategic Blueprint to Set Your MSP for Success Early OnStephen McCormick also moderated a panel at SuperSummit 2024, this time for nimble MSPs, each sharing their growth journey so far.

The Nimble MSPs were:

Gareth Westwood – Director – Quietly Confident Technology
Tony Edwards – CEO – BITSmart.tech
Alex Harvey – Director – Snap IT

Meeting Client ExpectationsWith so much to do in running an MSP, how do you manage your client’s expectations about the service you provide?

Alex said, as there’s so much to manage all at once, it’s good to break it all down into processes, and then either delegate them or outsource them out.

“Accounts is something I couldn’t get quite right at the start, so now I hire a bookkeeper and an accountant”, says Alex, “but you’ve got to learn the pain before you set things right sometimes.”

Gareth explains that he used to try and do it all himself, but is slowly learning you need to focus on the core things that you’re good at. Currently, he’s outsourcing the finance part of his business, but he’s also looking to outsource some of his marketing too.

“I think it’s important to have the idea of where you’re going and then get the team in to support you,” says Gareth.

Challenges in Customer RetentionTony said he’d never lost a customer until recently. He had one customer who decided to hire internally, because they thought they’d be cheaper.

However, Tony knows the value he provides, in being available when his customers need him, and keeping ahead of the curve when it comes to new industry trends. However not every customer will appreciate that value, and try to cut corners to save money.

Alex knows he needs to up his game when it comes to marketing on LinkedIn, but also sees opportunities to impress his customers with an occasional visit with a box of doughnuts. If that results in a new contract signed, it’s £20 well spent!

Gareth recalled a time when he had to let a customer go. They were the sort of customer that kept him up at night, worrying about their servers, and how they were going to access them remotely. He would give them advice, which they would choose not to listen to, and then blame him for their problems.

So he set about start the process to give them notice of termination, including all the preparatory documentation they might need for hiring a new IT supplier. “The important thing is not to burn your bridges”, explained Gareth.

The Value in the Relationships You BuildTony maintains that relationships of all kinds are incredibly important when you’re running a business by yourself. Whether that’s with the vendors you’re working with, or your clients, and even the peers in your network play a part.

Often customers will select their partners based on price. “For us, it more about the value we can get from our suppliers, not price,” explains Tony.

Being able to ask a simple question amongst other MSPs that you’ve met before, on LinkedIn, or in a community or accountability group that you’re part of, is essential. These are valuable relationships that offer a lot of value.

SuperSummit 2024: Super Speaker Line-UpAlong with our panels, there was a great line-up of speakers, presenting on some insightful topics of thought leadership.

Juan Fernandez, SuperOps Channel Chief, talked about the value in optimizing profitability in your business
Ian Luckett, Co-Owner of The MSP Growth Hub, put together a presentation on how to put together a connected and aligned technical team
Mark Copeman, Director of Wingman Marketing, showed us ways you can raise your game when it comes to the customer experience
Andy Edwards, Behavioural Leadership Expert, explained all about different personality types and how they can change on our off-days

There was also a panel discussing how to build an AI-powered MSP: how the technology can improve operational efficiency and help MSPs stay ahead of the technological curve.

The general consensus was that AI is the next big boom. Many of the panel invest in it already, or looking to put it to use in the near future.

Also, there was another reason it was a momentous occasion. SuperOps unveiled their new magazine, MSP Bugle, containing feature columns from both Richard Tubb and Pascal Fintoni.

SuperSummit 2024 ConclusionSuperSummit 2024 once again delivered some great discussions and takeaways for MSPs.

For a ‘no pitch’ event, it was true to its word, and there was nothing but insightful conversations happening during the day, both on stage and in the networking spaces.

Did you attend this year’s SuperSummit? If so, what did you take away from the event? We’d love to hear about it in the comments.

You Might Also Be Interested In* Sensational Takeaways from The MSP Show 2024 * Podcast: Bonusode: Global Expansion, Harnessing the Power of AI and Serving the MSP Channel Better * Is a Co-Managed IT Model the Opportunity Your MSP Has Been Looking For?

The post A Blueprint for Success: Sensational Insights Revealed at SuperSummit 2024 appeared first on Tubblog: The Hub for MSPs.

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This year marks the seventh time that Global MSP Day has taken place! An annual event celebrating MSPs the world over, Barracuda MSP have pulled out all the stops for Global MSP Day 2024.

It takes place on 6 June at 10am BST (1pm EDT). And you can join from the comfort of your own home! There are also in-person evening events, taking place at various locations:

Columbus
Denver
San Jose
London
Tilburg

Why Should You Attend Global MSP Day 2024?https://www.tubblog.co.uk/wp-content/uploads/2024/05/Video-Promo-for-Global-MSP-Day-2024_branded-square.mp4Who’s Speaking at the Event?I’m pleased to have been invited to speak at this year’s event. I’ll be sharing the virtual stage with:

Patrick O’Donnell of Barracuda MSP
Mark Copeman of Wingman MSP Marketing
Wayne Selk of CompTIA
Matt Solomon of ChannelProgram

What’s Happening at Global MSP Day 2024?As always, Barracuda MSP will share the results of their The Evolving Landscape of the MSP Business Report. This is an annual survey of members of the MSP community.

There will be lots of networking opportunities, both virtually and at the in-person events. Plus, there will be inspirational talks, sponsor news and vendor updates.

How to Register for the EventThe event starts at 10am BST (1pm EDT). Click here and register for the event.

Please note that there is a separate registration requirement for the in-person sessions, via the same link above.

Will There be a Recording of The Event?The event will be recorded and made available to attendees.

Click here and register to be notified when the recording is available.

Make Sure Your Industry Knowledge is up to Date With Global MSP Day 2024Want to grow your MSP and deliver exceptional service to your clients? Then you don’t want to miss out on this event!

Are you going? Make sure you come and say hi! And if you’ve been before, share your highlights with us in the comments.

You Might Also be Interested in* Global MSP Day 2023: The Secret To Thriving and Growing in the MSP Industry * The Power of Help Through Your Local MSP Peer Groups * Why Business Networking is a Powerful Tool for Techs

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The MSP Show 2024 brought together an impressive number of vendors and speakers to the London ExCel in May 2024… and excel it did!

The expo-sized event, aimed at managed service providers (MSPs), featured a large number of software vendors, and an impressive list of speakers across the two days.

And with such a crowded events calendar, it can difficult to choose which ones you should give up your time for.

Team Tubb went along for the inaugural event to report on what was a very busy and engaging couple of days.

The MSP Show 2024The MSP Show was an idea that began as an extension of the Service Desk and IT Support Show, also known as SITS. Show organisers David Maguire and Alexandra Harris saw an opportunity to expand into the growing MSP sector by putting together the MSP Show as a co-event.

We know from experience, that when it comes to events for MSPs, very few of the larger expos get the balance right.

On the one hand, you want to give the crowds opportunities to meet existing and potentially new vendor partners, but you also want to give them something of value in terms of advice they can take home an implement.

However, it can be difficult to use these large halls effectively to deliver keynotes and speaker panels because of the ambient noise of hundreds of visitors having their conversations elsewhere in the hall. Though, due to a great sound team, this was not an issue.

As well as that, there were plenty of break out areas to regroup in, and some surprises too, including a massive singing robot!

What was nice about it being a co-branded event was that they put both events on in the same space, so it was easy to move across to meet vendors in the enterprise space (some of whom served the MSP industry too!)

MSP Show Highlight 2: MSP Show Event Speaker HighlightsNormally at Expo events, the conference agenda can be full of vendor pitches, and very little thought leadership.

This was not the case at the MSP Show. There were a great deal of impressive topics covering everything from selling cybersecurity to service improvement. Adopting AI in your service desk and using management accounts to demonstrate value in your MSP business.

Here are some of our highlights from a few of the speakers and talks that we saw:

Growth: It’s More Than Sales – Retaining Clients Through Amazing ServiceMichelle Coombs, Director of The Tech Leader Network gave a powerful presentation on how delivering great service helps you to better retain clients.

She proposed that it’s possible to maximise your revenue potential for you MSP if you focus on exceptional service delivery, regardless of where you are in your maturity journey.

Customers or clients generally leave if they’re feeling undervalued, and they may not always be vocal about why they’re unhappy.

They might also feel unhappy or undervalued if:

Their expectations aren’t met according to your contractual promises
Inconsistent ticket descriptions which result in a varied service outcome
Sudden growth for either the client or the MSP leading to operational inefficiencies or resource gaps

The Service AdvantageBy prioritising operational efficiency and effectiveness, MSPs can significantly improve customer retention, profitability, and growth.

Operational Efficiency: Optimizing resources to deliver cost-effective services and reduce rework
Operational Effectiveness: Aligning strategic objectives with exceeding customer expectations to build reputation and loyalty
Operational Excellence: Delivering consistent improvement to exceed expectations across all service areas while minimizing costs
Operational Maturity: Using your experience to adapt to changes in the landscape, as well as challenges to scalability and growth

The Art of CommunicationYou can avoid many service delivery pitfalls by taking the time to understand the customer’s needs and setting expectations early.

This means going beyond technical requirements and understanding their business goals and operational rhythms.

Helping them understand the service level agreements and escalation procedures at the onboarding stage. And also, being able to take control and reset expectations if processes are regularly bypassed or if service levels drop.

Understand your audience and tailor your communication to suit who is in the room. A finance director is going to want different assurances to a project manager, so ensure your words resonate with those you hold meetings with.

Start With These ‘Quick Wins’Michelle finished her presentation with some excellent ‘quick win’ advice!

Under-promise and over-deliver to build in a buffer to handle any unexpected occurrences in your service delivery. This builds trust, and customers are often happier when things are completed sooner than expected, rather than later.

Seek feedback, and act upon it. Whether that’s from a complete service ticket, or from your regular service meetings.

MSP Show Highlight 2: Helpdesk Horizons: The Four Pillars to AI ImplementationFrom Uptime, CEO Bradley Munday and Director Jason Kemsley, established their take on how AI automation can help raise your helpdesk game!

Uptime has over 15 years’ experience in delivering service desk solutions. They deliver up to 20,000 service tickets a month, through a mix of human engineers, automations and AI.

They gave a talk full of real-world examples, but we’ve summarised some of the key points from each of the four pillars below:

Pillar 1: Leverage Automation Within Existing ToolsBy using automated workflows within your professional services automation (PSA) tool, you can cut down the time engineers spend on repetitive tickets.

It’s important to provide clear communication to keep customers notified of progress and escalations using canned responses.

If you can, configure your ticketing system to pre-approve authorisation for chargeable work. This will prevent lost revenue and wasted time.

Pillar 2: Prevent Lost Time Between TicketsImplement a system to ‘nudge email’ customers who have not responded to their tickets within the acceptable timeframe. This will reduce the lag for open tickets.

Create a library of professional, yet human-sounding email templates that your team can use to respond to customer enquiries.

Consider filtering out those tickets that require an action from the customer to give your technicians a clearer view of their active workload.

Pillar 3: Track Escalations to Improve Employee Skills and RetentionEmploy hidden user-defined fields to track which technicians are escalating tickets. This will allow you to identify areas for training without discouraging them from seeking additional help when resolving tickets.

By providing targeted training to your technicians, you’ll improve your team knowledge base and bolster confidence within your team.

Pillar 4: Identify, Build and Measure AI SolutionsRemember, before you deploy any AI solution, it’s crucial to clearly define your business goals and objectives. And make sure the solution aligns with them.

High quality data is essential for a success AI implementation. AI is only as good as the data it’s built on: “Garbage in, is garbage out”.

Start small, focusing on those common repetitive that occupy a lot of your technicians’ time and free them up to work on more complex issues.

Key Takeaways About Automation for Your Helpdesk* Build a solid foundation of automation and data hygiene before implementing AI * Start by automating the simple repetitive tasks that take up a lot of time * Tailor AI solutions to fit your business goals * Remember that high quality data is essential for effective AI automation

MSP Show Highlight 3: MSP Valuation and the Importance of Management AccountsHave you ever considered the true value of your MSP business? That’s the question The MSP Finance Team’s Daniel Welling and Adam Morris posed during their keynote presentation.

The key to putting an accurate figure on that valuation is held, for the most part, in your management accounts. With an up-to-date monthly profit and loss, and balance sheet, you gain actionable insights as an MSP. And these are essential for strategic planning.

Adam and Daniel went through an assortment of different valuation methods, which included tangible figures such as turnover and labour costs, as well as value derived from staying in the business after the sale.

They also explained the difference between adjusted and normalised EBITDA (earnings before interest, tax, depreciation and amortisation), which can affect the overall valuation we put on our business.

Of course, this valuation is what we would expect if another business was looking to acquire it, so getting this right is very important for an MSP looking to sell up.

Other Factors When Valuing Your MSPThe length, strength and health of any contracts you have with your clients is also an important factor to consider.

The ‘Switzerland Structure’ is where you business is reliant on a particular vendor or client. If that entity was to move on or go bankrupt, it would be a massive risk to your business. Therefore it could affect your valuation.

The bottom line, when it comes to valuations, is that a business is only worth what someone is willing to pay for it. However, having a calculated idea of your businesses worth is prudent before any negotiations take place.

Some of the Other Highlights on Offer at the MSP ShowThere was so much to see and experience over the two days, it was impossible to enjoy it all.

At the end of the first day, vendors Huntress, Halo PSA and Ninja One held an afterparty for MSPs at the Formula 1 Arcade Bar in Central London. It was a great chance for attendees to relax, chat and of course, race!

SuperOps had one of the biggest stands at the event, and were offering free ice cream to attendees over both days.

Plus, as one of the speakers had an emergency on the day and couldn’t make the event. Some of the other speakers pulled together a quick panel session to fill the space in the conference agenda. This included Jason Kemsley and Bradley Munday of Uptime, plus Greg Jones from Kaseya/Datto.

Representatives from CompTIA, The Tech Tribe and Network Group were also in attendance.

There really was a lot on offer for MSPs and IT service managers. And with plenty of space, it didn’t at all feel overwhelming.

There was even a visit from Titan the Robot, who gave us a rendition of Queen’s Don’t Stop Me Now!

Team Tubb’s MSP Show 2024 Event Recap Reel and Guest VideosWe spoke to a lot of people at the MSP Show! Here’s our compiled interviews and event recap from the day!

The MSP Show Plans to Return in 2025The date has already been set for next year’s MSP Show. It will take place on 14-15 May 2025!

Do you plan to be there? Did you attend this year’s event? If you did, what did you enjoy most about it?

We’d love to hear about your experience in the comments!

You Might Also Be Interested In* Why Consistent Content Marketing is Key for MSP Sales Success * TubbTalk Travelogue: MSP Show & SuperOps SuperSummit 2024 * Client Profitability Matrix: The Essential Data You Need To Capture

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So we’re agreed that content marketing is important for growing your MSP. And you’ll see success when you’re consistent. But what if you really struggle to come up with content ideas?

How do you know what to talk about and what your readers want from you? Here are five quick tips to get you started.

Find Content Ideas in Your FAQThis is a piece of advice I give to all my clients. If you’re new to blogging, or refreshing your approach, this is the easiest place to start with finding content ideas readers will actually want.

What do your prospects ask about most often? What is it about your offering or the wider IT space that confuses people? For this bit, remember that there’s no such thing as a stupid question!

Explain in as much detail as you can what your tool or solution does, how it helps and how it’s different to other options on the market. And remember that you’re the expert, not them! It’s fine for them not to know everything.

So the next time someone comes to you with a question, you can simply send them a link to the post, rather than writing a long reply. Plus, it shows that you’re anticipating their needs by having a blog or two ready to answer their queries!

And before you publish your FAQ, do a quick check for acronyms or any terms your audience could be unfamiliar with. You don’t want to make them feel stupid. The IT industry is especially bad for acronyms, and it took me a while to learn them!

Open Up Your DiaryFind significant dates in your company calendar and use those for content ideas. These can be seasonal, such as how to support your staff to take time off, or they could relate to personal milestones.

But be careful with these – share your business birthday, but don’t talk about things like ‘we’ve had our biggest revenue month to date’ unless there’s something for your clients in that. For instance, you might decide to invest in creating training videos for your tool – that’s valuable.

Look at industry awareness days, too. You’ll see we do that a lot here on Tubblog, because it’s a nice way to create content that’s not too tech-heavy. For your MSP clients, highlighting Cybersecurity Awareness Day or National Password Day is a subtle reminder that these things are vital for their business security.

Talk about events you’re attending or you’ve been to and share some nuggets of wisdom you learned while there. Perhaps Microsoft shared a big update that will make a difference to efficiency and productivity for SMBs. So make sure your client know what’s coming.

Keep Up to Date With the IndustryYou should be doing this anyway, for your own business and your clients’. But in terms of finding content ideas, industry news and updates is an easy way to find new topics.

As cybersecurity gets more news coverage, your SMB clients will be worried, and looking to you for advice. So if you can explain the threats and how you can keep them safe, it will reassure them. And it has the advantage of showing them that you’re the expert.

Be aware of any legislation changes, too. For instance, we know that the British government is trying to increase awareness of Cyber Essentials training, and it’s not impossible that they make it a requirement in certain sectors.

Let your clients know too about any new tools that might be helpful to them. If you can proactively suggest a solution to resolve a problem you’ve identified, it will really help your customer relationships. If there are significant pricing changes or even companies closing, share that as soon as you can.

One word of caution, though: Make sure you share news that’s relevant to your clients and will add value to their business. The latest industry merger or a new distributor on the scene really won’t interest them!

Case Studies and Product Deep DivesIf part of the reason you create content is to attract new customers, then it’s a good idea to showcase the successes of existing clients. Case studies and testimonials let people explain in their own words why working with you helped the business. And they also boost your credibility and authority.

If you don’t have any case studies already, you really should! Don’t forget that these can also be repurposed as LinkedIn recommendations and shared on other social media platforms.

But if you’re so new you don’t have any clients to ask, you can also use your product as inspiration for content ideas. Does your MSP support clients with Microsoft Office? Then show them how to get the most of the product suite.

Or, if you offer a specialist solution, perhaps for cybersecurity or cloud technology, do a deep dive into the main features. Pick one at a time and explain how it works. Highlight the most helpful aspects that can support their business needs – growth, productivity, better processes.

‘Behind the Scenes’ Content IdeasWhy would you create behind the scenes content? Because we’re all human, and humans are naturally curious. We love to know more about the people we choose to work with, and get a peek into the backstage area.

For our team, Richard and Stephen both create short videos when they’re on the road, and our TubbTalk Travelogue series allows us to talk to people we meet. But if you’re not comfortable with that, share some photos of your team and your workspace.

In content marketing, we say “people by from people”, so show off what makes you unique. I’ve seen business owners talk about how their most popular posts have been about favourite biscuits or what to have for lunch!

Surprising, and a bit frustrating when you work hard on all your other content! But these types of posts are great for engagement and can help prospects decide whether to work with you or a competitor.

Don’t be afraid to have fun with behind the scenes content. In the 21st century, most businesses are a lot less formal than they used to be. People won’t think you’re unprofessional if you share candid (or staged!) footage of the team fighting over the last chocolate digestive! After all, they need the brain fuel to do great work!

Has this helped you to start thinking about your own content? Where do you find ideas and inspiration? Let us know in the comments!

You Might Also be Interested in* Why Consistent Content Marketing is Key for MSP Sales Success * Podcast: Why MSPs Need to Embrace Marketing * What are the Common Mistakes to Avoid When Marketing Your MSP?

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In this video, I speak to Michael Lawson, the founder of Movebot, an exciting new platform for MSPs. It’s designed to make data transfer quick and easy for MSPs, particularly at scale.

Movebot seamlessly migrates data from one cloud platform to another, with minimal downtime and disruption for the client. But what really makes it special is the ability to rapidly move huge amounts of information.

I asked Michael if he’d be prepared to do an in-depth video walkthrough for me. We looked at how to configure a project, preparing the client’s team for the move, and post-migration fixes. You can watch the video of the walkthrough demo below.

A Walkthrough Demo of the Movebot Data Transfer ToolHow Movebot Differs From Traditional Data Migration SolutionsWhen it comes to data transfer, it’s relatively straightforward to copy a couple of files from one platform to another. But when you transfer hundreds of thousands of files or even millions of files, it becomes quite complicated.

Michael explains: “You tend to run into a lot of issues. And that’s because the internet doesn’t behave the way you expect it to. So there’s a scale dynamic, but there’s also nuances between the different platforms. Those only become a challenge with huge amounts of data.”

An Overview of the Movebot Data Transfer ToolThe technology and design of Movebot have been built for MSPs’ specific needs. The dashboard splits client work into projects, so it’s easy to view and manage. Users add a source and a destination, and map the files to be moved.

Each platform is configured, and then they can be selected from a drop-down menu to begin the mapping. There are permissions to manage and the tool will make recommendations. Once those are accepted, users can select a final location for the data.

How to Transfer Large Amounts of DataThere are no restrictions on how much data can be transferred, Michael says. “The only limitations are those baked into the platforms themselves. For example, Google shared drives only allow you to have 400,000 objects in a particular drive. And Ignite has some limitations around maximum file size.

“But as far as Movebot is concerned, we don’t have any limitations. The biggest migration we’ve done to date was 1.2 petabytes out of a drive. That’s astronomical! Of course, if an MSP is tasked with a data transfer of that size, we’d recommend they get in touch for peace of mind that we’re on hand.”

Pre Data Migration Cleansing SupportBefore an MSP carries out a data transfer, it’s a good idea to do a discovery phase. This allows you to find out more about the requirements and timelines for the migration. “At Movebot, we offer a free discovery tool for our users.

“It’s a good way to see how many files are in the source location, and what they are. The tool creates a map for you to drill down for full details. And it will flag things like too many files for a single document library, so you can resolve the issues before you start.

“You can see if the data is too large for the destination platform, and work to split it up. Then, name the new files and transfer them in smaller batches. It makes the migration more of a success.”

Post Data Transfer Fixes to Make Life EasierOnce the data has been moved, Movebot will perform a scan. If any files have been missed, these will be flagged. Often this is because they’re in the wrong format, and just need to be converted in order for them to transfer.

“We do this for you. We rename, convert, re-sanitise. Whatever you need, we do it under the hood. But we do let you know before we do it, because we know that that’s important for MSPs. Any major problems, we let the system alert you so you can decide what to do. And of course we can support with that.”

Licence and Billing Options for MovebotThe Movebot licence is simple – you pay for what you use. They have two flexible payment plans available too. There is also the MSP Partner Programme, which offers a large discount on the public transfer rates.

Michael says: “The pricing is intended to be straightforward. We don’t charge for teams, or for emails. There’s just a flat fee. Because we want you to move your data quickly and for the transfer to succeed, we don’t charge for failed files, either.”

How To Connect With Michael Lawson* Movebot.io * Follow Movebot on LinkedIn * Connect with Michael on LinkedIn * Follow Couchdrop (Movebot’s parent company) on Twitter * Like Movebot on Facebook

You Might Also be Interested in* Podcast: Growth and Success Advice From the Wizard of Data Migrations * Client Profitability Matrix: the Essential Data You Need to Capture * Podcast: How to Fight Ransomware Cyber Criminals, Secure Data and Protect Your MSP Clients

The post How the Movebot Solution Makes Data Transfer Quick and Easy for MSPs appeared first on Tubblog: The Hub for MSPs.

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Tubbservatory Round-Up – Tools and Resources for Your MSPEach week, Richard scours the depths of the internet to uncover vital resources, curating a dynamic collection tailored specifically for IT Managed Service Providers (MSPs) aiming to lead the pack in their industry.

Welcome to the Tubbservatory – a lively video series presenting carefully chosen articles, podcasts, events and more. Weaving together the best resources for IT entrepreneurs.

The Tubbservatory Round-Up #28 is your portal to the April 2024 edition! We’ve edited together all of this month’s episodes for your viewing delight.

Find the links to these invaluable resources at the conclusion of this post.

This month’s topics include: MSP security, profitability tools, industry events, marketing tips for MSPs, and expert advice on pen-testing, zero trust, and AI compliance.

Tubbservatory: The April 2024 Round-Up VideoTubbservatory Round-Up #28: April – Week 1#1 The Pax8 Guide to Powerful ProductivityBuild. Work. Flow. That’s the mantra from Pax8 as they announce a powerful productivity gain with the integration of Microsoft, Adobe and Exclaimer solutions for MSPs.

With 93% of MSPs looking to increase their productivity, Pax8 has also produced The Pax8 guide to powerful productivity that gives advice on integration, productivity and selling these solutions to your MSP clients.

Given you probably already have these tools in your stack, this should be a powerful free download

#2 PRIME+ Speech Protector and Signal JammerIf you or your MSP clients are serious about your privacy and security, then this device may be of interest.

The PRIME+ Speech Protector and Signal Jammer from data protection specialists EO Security is suitable for protecting offices, meeting rooms and other areas where sensitive information is discussed.

#3 Pen Testing as a Service from EndidaTalking of security, if you’re looking for an MSP-friendly penetration testing for your clients, then Endida’s Pen-Test as a Service (PTaaS) offering is powerful.

I recently tested the service with a Pen Test of my home network, and I was blown away by the quality of the reports. Plus Endida offer unlimited free re-testing.

#4 Paul Green’s MSP Marketing Podcast – Episode 220Paul Green is back with his MSP Marketing Podcast, and it’s better than ever!

In his latest episode, “MSPs: this tool sells more to your client’s”, Paul dispels five marketing myths that are holding us back.

Check out the full show for great content and ideas.

#5 SuperOps SuperSummit Returns to London on 19th April 2024Mark April 19th in your diary, as the great and the good of the UK Managed Services community descend on London for the 3rd MSP SuperSummit!

Hosted by SuperOps, the SuperSummit 2024 London has gained a reputation for being different to other events with a strict “no pitching” policy.

Instead, expect peer collaboration & networking.

Team Tubb will be there, and I’m hosting a SuperMSPs of Europe session with Vera Tucci, Scott Riley and Mark Taylor.

This event is open to everyone in the Managed Services space, and registration is now open!

Tubbservatory Round-Up #28: April – Week 2#1 Uptime – MSP Operations, DeliveredMSP Operations, Delivered.

That’s the motto of the newly re-branded Uptime – a 24/7 White Label Remote-Based Helpdesk, NOC, Dedicated Tech and Project Solution for Managed Service Providers.

Uptime is a result of the recent merger between Inbay and Uptime Solutions, and gives MSPs lots of options for delegated and outsourced services from this new powerhouse.

Good luck to Bradley Munday, Jason Kemsley and the whole Uptime team on this new chapter!

#2 The CompTIA Industry Outlook 2024 ReportThe CompTIA IT Industry Outlook 2024 Report is now available, and it gives us some interesting insights.

Three of the takeaways from CompTIA’s survey of IT professionals and MSPs included:

Tech providers using AI to run their business better
Beyond-the-basics cybersecurity becoming a channel
Skills imperative, and productivity being the key driver for ‘Digital Transformation’

This report is well worth downloading and reading.

#3 Michael George Takes the Reigns as CEO of SyncroMeet Syncro’s new CEO!

Managed Services industry legend Michael George has taken the reigns at Syncro.

In this on-demand recording of a fireside chat, Michael answers questions submitted by partners and shares more about his vision for the company’s future.

#4 Subdomain Hijacking a Threat to New Gmail Security ChangesThe recent Gmail security rule changes promised to reduced spam and help users stay safe, through enforcing standards on bulk emailers.

But security researchers at Guardio Labs have uncovered a “sprawling campaign of subdomain hijacking” that could undermine Google’s attempt to protect Gmail users from malicious mass emailing campaigns, reports Davey Winder for Forbes.

If you do any sort of email marketing, I’d recommend reading this article.

#5 SuperMSPs of Europe Sharing Their Success Blueprint at the SuperSummitThe SuperMSPs of Europe will be sharing their success blueprint with us at the MSP SuperSummit in London on Friday 19th April 2024.

Vera Tucci of T-Consulting, Mark Taylor of Chorus and Scott Riley of Cloud Nexus will be headlining the event speaking with me on stage about the secrets to their success.

The SuperSummit promises to be an amazing day for MSPs. Check out the full line-up of speakers and activities — I hope to see you there!

Tubbservatory Round-Up #28: April – Week 3#1 Don’t Pay the Ransom – A Three-Step Guide to Malware ProtectionDon’t Pay The Ransom.

That’s the message from Barracuda MSP in their new eBook, a three-step guide to ransomware protection.

In this guide, you will learn about best practices in dealing with ransomware attacks, such as:

Protecting client credentials
Securing web applications and access
Backing up client data

The eBook is now available as a free download.

#2 Mi-Crow Acquired by KinrockNews that popular UK-based MSP learning provider Mi-Crow has been acquired by Kinrock.

The deal will mean that Mi-Crow’s catalogue of training on Cyber Awareness, Microsoft Teams, Mental Health at Work, Microsoft365 and more will be expanded and grow.

Congratulations Linda Shane, Mike Shane and the team at Mi-Crow!

3 ChannelHolic – A Source for High-Quality MSP NewsTalking of news, if you’re looking for a high-quality source of MSP news, then I highly recommend ChannelHolic.

Channelholic is run by industry veteran journalist Rich Freeman, and delivers top quality insights and relevant news that any MSP or vendor will find valuable.

#4 Privacy Compliance in the AI EraWhat does privacy compliance in the AI era mean?

A video that caught my attention was Robert Baugh of Keepabl, a leading advisor and privacy practitioner, speaking to The NILG.AI Podcast about the privacy compliance challenges entrepreneurs face in the AI era.

They discuss topics such as GDPR, the AI Act, and the US executive order and its impact on AI.

This interview is well worth watching.

5 MSPGeekCon 2024 – May 19th-21st, Orlando, FloridaMSPGeekCon 2024 takes place May 19-21st in Orlando, Florida!

At MSPGeekCon, your technician takes centre stage, and the event offers hands-on knowledge through diverse tracks covering People, Process, and Automation.

Tickets are available now.

Tubbservatory Round-Up #28: April– Week 4#1 The MSP Cybersecurity Journey eBookAn eBook that caught my eye is The MSP Cybersecurity Journey: Guiding Your Customers Toward Success.

The teams at cybersecurity specialists Huntress & DNSFilter teamed up to create this guide to help MSPs learn how to tailor the security conversation with their clients based on maturity.

Some of the topics the eBook covers include:-

Which security measures should your clients take as their business grows?
How you can counsel your MSP clients on security and relate it to what matters most.
Plus, what client’s should prioritise in Cybersecurity when IT budgets are constrained.

This is an excellent free eBook, available now for download.

#2 How to Measure Profitability to Make Your MSP Business More RobustThere’s an old adage that states, if it’s not measured, it’s not managed. Therefore, profitability is one of the most important metrics you should be measuring as a business owner.

So, here’s a guide on How to Measure Profitability to Make Your MSP Business More Robust.

Written by my Tubblog colleague Stephen McCormick, this guide shows how to attract profitable MSP clients and make your existing MSP client’s more profitable, too.

#3 Zero Trust Network Access for Managed Service ProvidersWhat is Zero Trust Network Access?

Marc Barry of Enclave provides this excellent guide to Zero Trust Network Access for Managed Service Providers.

If your MSP client’s are still using VPNs, then you’ll want to check out this guide.

#4 Freelancer Magazine for the Nimble MSPIf you’re a nimble MSP, then this magazine might appeal to you.

Freelancer Magazine is focused on companies of one, sharing knowledge and getting connected.

Packed with stories and strategies to take you from frazzled freelancer to a confident business owner and grow a business you love.

#5 BeMSP Hosts MSPCon 2024 in Paris on 6th June 2024MSPs of France will be descending upon Paris on 6th June for MSPCon 2024.

Hosted by BeMSP, I can tell you that having keynoted this event before as a speaker, it’s an amazing collaboration of Managed Service Providers sharing ideas, insights and best practices.

This year’s keynote speaker is Olivier Havette of Lenet, and registration for MSPCon is now open!

Links to the Resources Mentioned in this Round-Up

From Week 11. The Pax8 Guide to Powerful Productivity 2. PRIME+ Speech Protector and Signal Jammer 3. Pen Testing as a Service from Endida 4. Paul Green’s MSP Marketing Podcast – Episode 220 5. SuperOps SuperSummit Returns to London on 19th April 2024

Mentioned in Week 21. Uptime – MSP Operations, Delivered 2. The CompTIA Industry Outlook 2024 Report 3. Michael George Takes the Reigns as CEO of Syncro 4. Subdomain Hijacking a Threat to New Gmail Security Changes 5. SuperMSPs of Europe Sharing Their Success Blueprint at the SuperSummit

Week 31. Don’t Pay the Ransom – A Three-Step Guide to Malware Protection 2. Mi-Crow Acquired by Kinrock 3. ChannelHolic – A Source for High-Quality MSP News 4. Privacy Compliance in the AI Era 5. MSPGeekCon 2024 – May 19th-21st, Orlando, Florida

And Week 41. The MSP Cybersecurity Journey eBook 2. How to Measure Profitability to Make Your MSP Business More Robust 3. Zero Trust Network Access for Managed Service Providers 4. Freelancer Magazine for the Nimble MSP 5. BeMSP hosts MSPCon 2024 in Paris on 6th June 2024

How You Can HelpAs Tubbservatory Round-Up #28 comes to a close, we’re looking ahead to May!

Have you got something awesome to share? Whether it’s a nifty tool or a resource that’s piqued your interest, drop it in the comments below and let’s keep the laid-back knowledge exchange going strong. Your input matters!

You Might Also be Interested in* In-House or Outsourced Cybersecurity? What’s Best for MSPs? * TubbTalk 151: How to Uncover Cutting Edge Cybersecurity Solutions for MSPs * How to Measure Profitability to Make MSP Businesses More Robust

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Let’s talk about content marketing. I know, you don’t have time to create content! You’re running your MSP (managed service provider) business – you have to sort out the invoices, meet with prospects, field client calls and resolve problems.

How could you possibly fit in content marketing as well? But hear me out – if you don’t make time for it, you won’t have a business that needs all of those other tasks completed.

How Content Marketing Attracts ProspectsI’ve attended IT industry events, so I know that some MSPs don’t see the point in marketing. Some of the common objections we’ve heard from MSPs who are neglecting their marketing include:

We are happy enough relying on referrals
Marketing is time consuming, and we don’t have the resources to do it properly
I’ve spent a lot of money with marketing agencies and not seen a big enough return on investment
Our clients are loyal
Clients rarely change supplier once they’re on-boarded, so we don’t get people leaving their IT partner and coming to us

All of those comments are reasonable, but what happens when those clients retire or exit the business? How are you going to replace them and continue to be successful and profitable?

Content marketing lets people know that you exist, you understand their pain points and you’re the best person to help them solve their problems.

Being the best-known MSP in your town isn’t enough anymore. Customers are used to looking online for suppliers, and locality doesn’t matter as much as it once did. You need to find a way to differentiate yourself and stand out from the competition.

If you’ve read anything about content marketing, especially here on Tubblog, you’ll have come across the “know, like and trust” theory. Prospects who consume your content regularly will get to know you and feel that you’re trustworthy. Then they pick you as their supplier.

However, before they get to that stage, they have to see you online often enough that they remember you when they’re ready to buy from someone. In marketing, we call those ‘touchpoints’, and the consensus is you need at least eight of these before you get a sale.

Not only that, but they have to be across different platforms, so as well as social media, that could be your newsletter, a podcast appearance, your blog or a Google Ad.

Today’s MSP Clients Have Different NeedsIf you’ve been working with the same handful of clients for a number of years, you’re probably confident that your MSP delivers exactly the services they need. And depending on what they do, that may well be true.

But in a post-pandemic world, customer needs are changing. That’s true in most sectors, but especially the case in IT and tech. Any MSP who took a panicked call from a senior manager suddenly needing a secure network so staff could work from home in 2020 will understand!

And while things have settled down and people have returned to workplaces, not everyone wants to be office-based. So hybrid working provisions are a priority for many newer businesses. How can you find those prospects and win their custom? With content marketing efforts that show them you can help!

The threat of cybersecurity is growing, and smaller companies are starting to see that they’re at risk too. They know they need help to protect their data, but they don’t know what solution they’re looking for.

Regular, helpful content, in any medium, helps them identify themselves in the descriptions of your ideal customers. And if you explain what you do – simply and clearly – and how you help them, that builds that know, like and trust factor.

Content Marketing Consistency Leads to SalesHopefully I’ve convinced you of the need of content marketing! You might not see results immediately, or even know that your content is being consumed, but it will pay off.

As Richard says himself, “I blogged consistently for years and had no idea if I had readers. I just wanted to share my knowledge, and it was a great way to collect it all in one place.

“And over time, when prospects approached me, they’d mention a blog or two that they’d found helpful. Because I’d shown I understood their challenges and could help, they came to me for help, rather than contacting a competitor.”

If you enjoy blogging, commit to publishing one post per month to get you started. If you prefer video, try to share weekly or fortnightly on YouTube or Instagram Reels. Top tip – people love behind the scenes footage, and it’s an easy piece of content to create!

Consistency Trumps QuantityWhat I mean by this is simple: you don’t have to be posting multiple times a day on every social media channel, and you don’t have to publish a blog every week. But what you do have to do is be consistent with your output, regardless of how much you do.

Set an expectation for your clients and prospects that at the start of the month you share a helpful blog post, send out a fortnightly newsletter that gives updates on what you’ve been up to, and post three times a week on LinkedIn. And then show up each and every month.

Content marketing doesn’t have to be a chore or a time suck to be effective. It just has to be consistent so that when a prospect is ready to buy, you’re ‘top of mind’ – the first person they think of to solve their IT problems.

Unfortunately, we don’t know someone is in the market for what we sell until they get in touch to book a discovery call or a have a free trial, so we have to keep putting ourselves in front of them as much as possible (touchpoints) until they’re ready to buy.

Get Started Today and Build Content Marketing ConsistencyIt’s fine to start small while you find your feet with content marketing. Over time, you’ll get more comfortable with the creation process, and it’ll get quicker. At that point, you can look at increasing your output.

Perhaps you move from monthly to fortnightly blogs, or post one extra day per week on LinkedIn. You’ll gradually build up your touchpoints for prospects and the time between them first finding you and getting in touch will shrink.

So how do you feel now? Can you see how small, regular actions will add up to a big result? We’re all human and want to feel seen and understood with the people we partner with.

And because IT and cybersecurity is a mystery to many SMBs, they need someone they trust to guide them through it.

Let us know how you approach content marketing and if we’ve inspired you to be more consistent!

You Might Also be Interested in* Podcast: How an MSP Wins at Marketing in the Real World * How Marketing Conferences can Dramatically Improve Your MSP’s Marketing Knowledge * How Video Marketing Boosts Your IT Sales Reach

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A profitability matrix is an easy way to determine which of your clients are profitable and which are a drain on your resources as a managed service provider (MSP).

The purpose of keeping a record in this way lets you see, at a glance, which of your clients are a good fit for you, and which might be less profitable for your business as a whole.

When it comes to your style, what data you choose to keep, and how detailed you want to be, is completely up to you.

However, we’ve come up with a few suggestions for you to consider when developing a matrix of your own.

The Purpose of a Profitability MatrixThe profitability matrix exists as a record for each of your clients and how profitable your relationship is with them.

For example, the data that goes into the matrix should show what they pay for, how security-focused they are and how good the business relationship is between you.

It can also be used to highlight any areas of concern, as well as any opportunities to sell more of your services.

The matrix should be easy to refer back to, for those times when you need to remind yourself which clients is becoming a big drain on your resources. And who you need to be firmer with when it comes to paying for your services on time.

Suggested Sections to Cover in Your Profitability MatrixWe’ve come up a few suggestions and headings for you to consider for your own profitability matrix.

Service UptakeThe service uptake section tells you about the products each client subscribes to, including any bespoke services, licences or sites your look after.

You should consider asking:

Which of your service products or packages do they currently subscribe to?
What’s the monthly revenue you get from this customer?
How likely and open are they to purchasing more of your services?

Service ConsumptionThe service consumption section is about how much of your resources your client takes up. Are they fairly easy to manage as a client? Or do they take up a lot of your time?

How often do they log service request tickets?
What’s the approximate average monthly cost of those tickets?
How many of those tickets are preventable?

Stability of RelationshipThis section covers anything to do with how responsive the client is when paying their bills, in their communications in general and whether there’s likely to be any pushback on your new year pricing.

How regularly are they paying their bills?
Is there ever any pushback when it comes to your pricing?
What’s the longest term they’re locked in for?

Security AwarenessWith security being such an important part of all managed services, how security savvy is your client? Are they compliant with any frameworks, privacy or cyber insurance requirements?

How close are they to meeting framework standards?
How seriously do they take cybersecurity?
What’s the risk of shadow IT?

You can be as detailed as you like with the information you capture as part of your matrix. Or if you just want to keep very broad indicators for convenience, that’s up to you.

A Profitability Matrix Alongside Other ToolsThe profitability matrix is just one tool you can use to keep on top of your profitability.

If you use a PSA tool, this will help you track your costs for tickets, licences and engineer time.

Part of your customer relationship management (CRM) database should record some useful details too.

For example, when a client is looking to open a new office, future modernisation plans, or if they’re planning to downsize in future. All of this could affect your bottom line if you don’t keep a close watch on it.

Do You Keep a Similar Matrix for Your Business?We’d love to hear if you keep a similar profitability matrix for your business.

What works for you? Is there some metric or data we’ve missed that you’ve found particularly useful?

Please let us know in the comments.

You Might Also Be Interested In* How to Measure Profitability to Make MSP Businesses More Robust * TubbTalk Bonusode: How One MSP Expert Overcame Imposter Syndrome For International Success * The MSP Opportunity in Up-Serving and Cross-Selling

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The Pax8 Cybersecurity Masterclass is a great hands-on event for managed service providers (MSPs) to understand the risks in today’s threat landscape.

The topics explored in this one day event are aimed at helping IT providers develop a more comprehensive security stack.

They are hugely popular and are open to any MSP who is a Pax8 customer. Though to keep them intimate and more interactive, there are limited places available, and the classes are held once each month.

For the first Masterclass of 2024, I, Stephen McCormick, went along to see what they were all about.

Masterclass IntroductionsPax8’s Cybersecurity Masterclasses are held all across Europe.

The UK’s January Masterclass took place at Pax8’s offices in Bristol. Starting off with breakfast, and a chance to meet the other delegates.

Following on from that, we were ushered into the briefing room for introductions and housekeeping before the Masterclass began.

Alex Cotterell, Regional Sales Manager for Pax8 UK, started with a conversation, asking if anyone in the room would like to share their recent cybersecurity journey?

And from the responses, it was clear that MSPs had already got to grips with cybersecurity audits for their customers, but were here to gain more knowledge and confidence about best practice and selling solutions to customers.

The MSP MindsetWhen it comes to your typical managed service provider they tend to fit a certain profile.

MSPs are mostly male, middle class and aged between 35 and 55
They’re more technically-focused, but usually time poor
And analytical with an attention to detail and with tactical problem-solving tendencies

However, it’s important to remember that typical MSP customers are not like this!

So when communicating with customers, we have to consider what it is that matters to them.

How Clean is Your House?Mostyn Thomas talked about the importance of depth of defence in cybersecurity and why we should experience what it’s like to protect our own business before securing those of our customers.

The Parallels with CasinosCasinos have always taken a multi-layered approach when it comes to securing their money. Everyone in the casino’s employ are trained to keep a watchful eye on the players, and each other, in case someone attempts to cheat or steal from the business.

Now that casinos are online, they have some of the best security that money can buy, but even they can become victims of cyber criminals.

Alongside the technology, threat intelligence also plays a part. Knowing how to think like criminals and scammers helps to design better defences.

Some of the areas where casinos have improved security:

Investing in advanced facial recognition and tracking technology
Adopting threat intelligence training to help staff identify suspicious behaviour
Analysing how the casino cheats think to develop ways to catch them

Despite the amount spent on security, casinos make attractive targets and mistakes do happen.

Mostyn talked about a few high-profile hacks affecting casinos that made the news headlines, including the smart thermometer on a casino lobby tropical fish tank that was left unsecured on the network.

The lesson for MSPs is to make sure you’re aware of any smart devices your customers use and take steps to secure them. You can segregate them onto their own network, keep them patched and up-to-date, and practice management, including using multi-factor authentication (MFA).

MSPs Are Becoming a More Attractive Target for HackersThe supply chain of an MSP can be another way for hackers to infect multiple businesses.

As an MSP, your intellectual property (IP) is your access to your customers, and that’s what makes you attractive to hacker groups.

According to a survey by CompTIA, 62% of MSPs are very concerned about being targeted.

The NSA recognises this threat too, and shared some advice for how to make MSP defences more robust:

Never share credentials between different users. Supply unique accounts with least privilege access to limit exposure if compromised.
Use two-factor authentication to protect every account, both admin and user, against unauthorised remote access.
Don’t rely on antivirus software alone to detect a breach. Consider more proactive security, like conducting internal phishing simulations to assess risk and educate users.
Invest in endpoint security to see how users’ devices are accessing the network and where from.
Protect against exploit kits leveraging known vulnerabilities. Use endpoint security to create policies that block access from risky devices attempting to gain egress into your network and systems.

The Joint Cyber Security Advisory is an initiative between the UK and the US to tackle cyber crime and share advice on trends and attack vectors.

The Cybersecurity Masterclass Approach to RiskInteraction was actively encouraged throughout the day. And none more-so than in the session before the lunchtime break.

We were split into four teams and encouraged to engage in discussion before giving our answer to a number of risk-related questions.

I don’t want to give away what we talked about, but it certainly got everyone thinking and talking about risk in general.

It was a great way to round off the morning and keep everyone engaged.

The Cybersecurity CloudscapeThe afternoon of the Cybersecurity Masterclass began with a look at ways (with product examples) of improving your cloud security stack.

Asset Discovery and ComplianceYou can’t manage what you can’t see. Furthermore, you can’t prove compliance if you don’t know what’s on your network.

When you have an agreement in place with a customer, it’s important to be clear about what that agreement covers. If that customer has compliance obligations, you need to be aware of that to ensure your solution is adequate.

ConnectSecure is a tool that carries out both security assessment and vulnerability management to ensure assets are secure and risks are mitigated.

Locking Down Your NetworkSome of the ways you can secure your network include:

VPN
Firewall
Identity Management
Conditional Access
Secure Access Service Edge (SASE)
Zero Trust Network Access (ZTNA)
LAN Zero Trust (LZT)

Todyl is a solution that covers most of these bases, and is a great addition to your depth of defence arsenal.

The Weakest LinkPeople are often the weakest link in your defences.

88% of all data breaches are caused by an employee mistake
93% of modern breaches involve a phishing attack
22% of data breaches involve phishing attacks*

*common phishing attacks involve Loaders, Spear Phishing, Zombie Phishing or URL shortening

However, when staff are trained to spot phishing attacks they become your human intrusion detection system.

Ironscales and Proofpoint are two examples of security awareness training (SAT) tools.

The aim of these tools is to provide training and assessments to change employee behaviour, and can run phishing simulations to put this training into practice.

The Essentials of CybersecurityThe essentials of cybersecurity for come under three pillars:

Risk Assessment – A record of all company assets with risk ratings and who’s responsible

Vulnerability Assessment – Hire a third party IT professional to conduct a vulnerability assessment and then document them as areas of weakness

Security Monitoring – Train people to be better at noticing suspicious activity and use technical auditing systems to identify unauthorised or malicious activity.

Together, all three will help you identify new risks, as well as what to test and what to monitor.

The vulnerability assessment will determine the risks, and educate staff about the types of threats to expect. In turn, this determines the skills your staff will need to provide effective monitoring.

Compliance and FrameworksThe role of frameworks is to show your customers and regulators that you have taken “appropriate measures” to keep systems and data safe and secure.

The UK Cyber Essentials scheme is a self-assessment questionnaire focused on 5 key security controls:

Boundary Firewalls and Internet Gateways
Secure Configuration
Security Update Management
Malware Protection
Access Control

Some of the questions do consider the training of staff, as well as the risks posed by your supply chain.

The Government wants every organisation in the UK to be Cyber Essentials Certified.

It’s worth noting that insurance companies believe that companies with CE in place are 80% less likely to claim on cyber insurance than those without.

Cyber Essentials Plus goes further to include an audit, as well as more in-depth checks of user credentials, 2FA, mobile devices, malware checks, vulnerability scans and an audit of your self-assessment questionnaire.

Cybersecurity Masterclass: Assured Service ProvidersIan Groves of Midlands-based MSP Start Tech gave us an insight into his Microsoft365 solution, and the benefits of becoming an accredited Assured Service Provider.

Start Tech provide Microsoft 365 Business Premium managed services to their customers under three packages. One of these is the core offering, which includes RMM, EDR, backup, teams and email security, security awareness training and signature management.

Then there are two optional add-on packages, one aimed at compliance, and the other aimed at additional security.

Part of the compliance pack includes Cyber Essentials, which is baked-in to the cost. Paying upfront gives customers something to work towards.

Assured Service ProvidersThe Assured Service Provider initiative was launched in April 2023 by the National Cyber Security Centre (NCSC).

Once you become an Assured Service Provider, you are officially recognised by the NCSC as an official NCSC Cyber Advisor.

In order to become an Assured Service Provider you need to have:

Cyber Essentials and Cyber Essentials Plus
And either ISO27001 or IASME Cyber Assurance Level One and Level Two

As well as these, someone from your organisation needs to complete the Cyber Advisor assessment.

Ian said that although it was a big investment, it has provided over £20k in revenue for security audits. It’s also raised the profile of his business dramatically.

There are around 85 Assured Service Providers so far, and not all of them are MSPs.

Cybersecurity Masterclass: ConclusionThe Cybersecurity Masterclass is just one of many different types of events that Pax8 hold for their MSP partners.

As technology providers and business owners, we should all be taking cyber crime seriously. It’s consistently on the rise, and the frequency and sophistication of cyber attacks means that anyone and everyone could be a target.

An event like this shows how much Pax8 invests in building relationships with their partners so that they can get the best out of their security offering.

They are a great chance for MSPs to network with other MSPs too, to discuss what products work for them, and what doesn’t.

Are you a Pax8 partner, and does the Cybersecurity Masterclass appeal to you? Or are you thinking about becoming a partner and want to know what other events they provide? If so, please let us know in the comments.

Pax8 and Cybersecurity Masterclass ResourcesThe benefits of the Cybersecurity Masterclass don’t end there either!

After the event, attendees are invited to join the Cybersecurity Masterclass Slack channel, where they can get a copy of the event slides and interact with other members of the community.

Anyone in the channel can ask their questions, share content and ideas and talk about what tools work for them and what doesn’t.

You can find out more about Pax8 UK’s upcoming events here.

You Might Also Be Interested In* How AI is Narrowing the Inclusion Gap and the Opportunities for MSPs * TubbTalk 142: AI, The Future of Managed Services and Pax8 for MSPs: What You Need to Know * SBSC North West: Advantages of Sharing Best Practice Among Local Peers

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Angus Shaw is the sales director of Brigantia, a UK-based, value-added cybersecurity distributor. Part of the management buyout team that acquired Brigantia in 2016, and he’s played a pivotal role in establishing Brigantia as a top name in the UK cybersecurity space.

An Interview With Angus ShawCybersecurity Changes MSPs Should be Aware ofFor him, Angus says the biggest change is that the government is working to raise awareness of Cyber Essentials. And that means no matter what your position in the channel, you have a responsibility to educate SMBs on cybersecurity.

“There’s a lot more news coverage about cyber scams. So we need to make sure our end users understand the risks. That might be via paid adverts, or a quick chat with someone who’s left their laptop unlocked on a train.

“Because the attackers aren’t going away. And AI is only going to make it worse. So the responsibility we have as experts is something I feel strongly about and try to live every day.”

How Brigantia Find the Right Cybersecurity Vendors for MSPsAs Brigantia build a reputation for introducing smaller vendors to the UK market, they find cybersecurity vendors approach them all the time. But Angus explains that while there are plenty of companies to choose from, they keep their portfolio limited to prevent conflicts.

“So we have a vendor for each specific cyber concern or MSP need. But there are some layers we don’t have a vendor for. And that’s either because we haven’t found the right business, or it’s not commercially viable.

“But we want to commit 100% to each vendor we work with, so we’re selective. We pick the right person for patching, security awareness and so on. That way we can match up the right vendor to the MSP.

Understanding the Master MSP ModelThe master MSP is what we would call outsourcing and strategic alliance partnerships in the UK. Angus explains that Brigantia’s involvement in promoting the master MSP model came from bringing US-based cybersecurity awareness training company KnowBe4 to the UK.

“They hadn’t focused on awareness training 100% at that time. But we explained the opportunity, because it was still a relatively new offering for MSPs. So we helped them to offer the solution to MSP clients on a monthly billing basis.

“Although they did incredibly well, we soon realised that the product wasn’t being used enough, because it was just too big. The MSPs didn’t have the time to manage it or learn how to use the tool. So we launched an outsourced MSP to manage it all. It’s gone from strength to strength, and we’re hoping to replicate that for other vendors too.”

Angus’ Advice to MSPs who Want to do Cybersecurity ThemselvesWhile it’s tempting to want to keep everything in-house and provide all your services yourself, that’s not a very good idea. Angus explains: “Take a step back and ask if you’re really delivering the best possible service to your clients.

“Sometimes an MSP needs to lose a client before they realise that they’re not doing the best job. So be honest and ask yourself what could you do better? If cybersecurity isn’t your area of expertise, then outsource it to someone who IS an expert.

“Because the reality is, you won’t grow your MSP the way you want otherwise. You’ll end up being acquired or lose out to competitors who are more streamlined and efficient than you are. Outsourcing is how they do it, and you should too.”

How to Stand out From the CrowdAt Brigantia, consistency is essential. Angus explains that they have a very simple approach to customer service that works well for them: “If the phone rings, you answer it. And we make sure wherever possible that the caller speaks to the same person each time.

“It sounds obvious, but so many competitors don’t. Their clients don’t get consistency on deliverability and they don’t get a designated account manager. So we provide that, and it really builds trust.

“Our vision is to be the leading trusted cybersecurity distributor to MSPs. And customer service and building relationships is key to that. We sign more new partners every day, and they sign on with more vendors. So that approach works for us.”

How Brigantia Uses Cybersecurity to Differentiate from Old-School Distributors‘Old-school’ distributors have been successful, but their MSP clients sometimes suffer, says Angus. “For example, a very small MSP we met lost a deal because of the way their distributor behaved. It was terrible to hear the consequences on his business.

“We want Brigantia to be everything those distributors are not. For instance, we do that with the phone calls. And we differentiate ourselves from the bigger distributors who have a breadth of service. We add value with our deep knowledge of critical services like cybersecurity.

“Traditional distributors don’t add enough value to their clients. We work to give tangible benefits to both the vendors and the MSPs. And of course, those old-school distributors will struggle as hardware is less in demand. Things will only get harder for them.”

How to Connect With Angus Shaw* Brigantia * Follow Brigantia on LinkedIn * Subscribe to Brigantia’s channel on YouTube * email Angus * Connect with Angus on LinkedIn

Mentioned in This Episode* Cybersecurity accreditation: Cyber Essentials * Unified cybersecurity platform: Heimdal * Cybersecurity awareness training: KnowBe4 * Dark web monitoring: Trillion * Browser-based cybersecurity: Island * AI-powered browser security: Conceal * MSP growth hub: ITE Growth Forum * European channel experts: IT Europa * 365 security monitoring: Octiga * Pax8 * Technology reseller: Giacom * MSP event organiser: The Network Group * DMARC email security: Sendmarc * Password manager: Keeper * MSP peer group: The Tech Tribe

You Might Also be Interested in* Podcast: How do Criminals Think? Cybersecurity for MSPs * In-House or Outsourced Cybersecurity: What’s Best for MSPs? * Podcast: Why the Fastest-Growing MSPs are Using the Master MSP Model

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As MSP (managed service provider) owners and IT professionals, we’re often guilty of chasing the latest tools. But when it comes to green tech, I say that’s no bad thing! So to mark Earth Day, I want to share just a few things that I do. I hope they’re inspiring!

What is Earth Day?Earth Day has been celebrated on 22 April since 1972. Initially founded as a response to air pollution and consumption of leaded gas in America, it has now evolved. Today, it’s about encouraging people to reflect on how we care for the world, and to inspire activism to bring about change.

After Wisconsin Senator Gaylord Nelson became concerned about environmental damage, he took action. So, recruiting young activist Denis Hayes, Earth Day started as a way to mobilise students. And more recently, it has been a rallying point around a theme, such as 2020’s focus on climate change.

What is Green Tech?So what is green tech and why is it important? Essentially, it’s any kind of tech that’s environmentally friendly. But it also links into scientific research, agriculture and hydrology. By using green tech, the hope is that we can mitigate or even reverse the damage that humans have done to the environment.

And what does that mean in business? Well, it might mean that you choose to make a regular donation to a charity or not-for-profit that supports environmental work. You may be more discerning about the types of companies you partner with.

Alternatively, you might introduce a green policy at work, which signals to employees, contractors and suppliers that you are committed to helping the environment. Or, you may look at ways to implement green tech solutions.

For instance, ‘green computing’ uses energy-efficient CPUs, servers and so on. Plus, a focus on reducing resource use and correct electronic waste disposal is encouraged. If you give employees company cars, consider eco-vehicles. And if nothing else, embracing green tech can ultimately save you money AND make you more productive!

How I Embrace Green Tech at Work and at HomeTeamTubb are fully remote, meaning that we don’t have an office that uses energy. Of course, this also means that the team doesn’t have to commute to work, so we’re not contributing to air pollution. When we do travel for events, we look at ways to minimise the impact we might have.

Personally, I have turned part of the garage at home into a recording studio, so I don’t need to travel to record the TubbTalk podcasts. And in the rest of the house, we’ve invested in several green tech devices to help the environment:

Solar panels on the roof
Solar panels on the Guinea pig shed
2 x home batteries in the loft
Tinted windows to reduce glare

And my wife Claire and I have invested in a wind-farm and a solar-farm in Scotland.

What about you? Do you use green tech in any aspect of your life? Or is there something you’d love to try? Let me know in the comments!

You Might Also be Interested in* Creating a More Sustainable MSP – Why the Benefits are More Than Just Ethical

The post How Earth Day And Green Tech Help MSPs Put The Planet First appeared first on Tubblog: The Hub for MSPs.

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Time for another Team Tubb Travelogue!

In this instalment, Lenka Koppova catches up with Richard Tubb, Stephen McCormick and a few special guests who are currently in London at the SuperOps SuperSummit Beer & Banter afterparty after a busy week.

Grab a cup of your favourite tea or coffee or even something stronger, relax and join them for a fun conversation about the highlights from these amazing events.

Plus… the Team Tubb Travelogue Quiz is back! Can Richard and Stephen answer Lenka’s tricky questions?

What is the TubbTalk Travelogue?These are ad-hoc, bonus episodes of our regular TubbTalk podcast, recorded live at an event. A member of TeamTubb calls Richard and/or Steve for an on-the-ground update on what they’ve learned and their highlights from the day.

Listen to the Travelogue from the MSP Show & SuperOps SuperSummitWhat to Know About The MSP Show and SuperOps SuperSummitThe MSP Show: A Thriving Hub for CollaborationThe inaugural MSP Show, co-located with the established SITS Service Desk Show, marked its territory as a must-attend event for Managed Service Providers. The atmosphere buzzed with energy as MSPs from all over connected, shared best practices, and learned from each other’s experiences.

Attendees gained valuable knowledge from industry leaders’ insightful talks, practical takeaways from educational sessions, and built strong connections with fellow MSPs, fostering a vibrant and collaborative community.

SuperOps SuperSummit: Empowering MSPs Through Knowledge and CommunityThe SuperOps SuperSummit shattered the mould of traditional industry events. Forget sales pitches! This summit focused on empowering MSPs through knowledge sharing and building a strong, supportive community.

A highlight was the “Super MSPs of Europe” panel discussion hosted by yours truly, Richard Tubb, where successful MSP owners offered a goldmine of practical wisdom through their insights and experiences. The focus wasn’t on theory alone; the emphasis was on taking action. Speakers encouraged attendees to implement the learned strategies for real-world results. This collaborative environment fostered peer-to-peer learning by openly discussing both successes and the challenges faced by MSPs.

Were You There? Share Your Experience!Did you attend the MSP Show or the SuperOps SuperSummit? We want to hear from you! Send us a voice recording with your highlights, and we will add your comments to our next Team Tubb Travelogue!

You Might Also be Interested inFor those of you who couldn’t be there, here are some TubbTalk podcast interviews we’ve done with the SuperMSPs of Europe, so you can learn from some of the wisdom they share.

Vera Tucci on Co-Managed IT, CyberSecurity and Imposter Syndrome: Top Tips for MSPs
Joe Burns on How to Navigate the Cybersecurity Landscape: A Comprehensive Guide for MSPs
Mark Taylor on How To Transform from an MSP to MSSP for Business Growth
Scott Riley on How to Build A Successful Cloud Solution Provider Business and Microsoft Stack & Why MSPs May Consider an Alt Service Desk

And make sure to check out our previous travelogues as well:

Channel Live & UpLift Live 2024
The Cloud & Cybersecurity Expo 2024

The post TubbTalk Travelogue: MSP Show & SuperOps SuperSummit 2024 appeared first on Tubblog: The Hub for MSPs.

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With cybersecurity remaining a chief concern for Managed Service Providers (MSPs) amid a landscape of ever-evolving threats, it’s reasonable to expect IT providers to have a few protection route options. But should that be done in-house or should you look at outsourced cybersecurity?

MSPs have more than merely their own data and reputation to consider. They work for companies and organisations that put immense trust in their ability to manage networking and essential resources.

Therefore, MSPs must think carefully about managing cybersecurity for the best, both for their needs and clients.

Typically, this boils down to two or three options. You can:-

Manage cybersecurity in-house
Partner with or outsource your Security Operations Centre (SOC) to a specialist
Use a hybrid option that offers the best of both worlds

Each of these options has pros and cons. MSPs might naturally gravitate towards option three, the hybrid.

So, in this guide, we’ll take you through the advantages and disadvantages of running cybersecurity in-house and outsourcing this work. By the end, you should have a clearer idea of what likely works best for your setup and budget.

In-House SOC: In briefAn in-house Security Operation Centre, or cybersecurity department, is a centralised team of security analysts and engineers you employ directly. They are on your payroll and might work in the same building. They do so exclusively for your MSP and any clients you white-label for.

For many providers, convenience and exclusivity are enough to “seal the deal.” However, following the COVID-19 pandemic, the lines between in-house SOC and hybrid cybersecurity support have blurred slightly.

That said, there are still other advantages to running an in-house SOC over outsourcing the expertise, just as much as there are drawbacks.

What are the benefits of in-house cybersecurity management?In-house cybersecurity gives you immense control, privacy, and convenience. Here’s what you need to know.

In-house SOCs work to your standardsWhen employing an in-house cybersecurity team, it works purely to your standards – you call the shots.

You’ll benefit from an exclusive, custom cybersecurity package that you can update and tailor to your precise needs whenever necessary.

Moreover, your own SOC is familiar with your business practices and understands how you operate in-depth.

You can choose who works for youEmploying a team means choosing who’s part of that setup. Again, you call the shots regarding recruitment and interviewing.

The knock-on benefit is choosing what skills and experience to prioritise when hiring. This is another element of control you might otherwise lose when opting for outsourcing packages.

However, as we explore a little further down, you’ll ideally need working knowledge of what a talented SOC analyst looks like and what skills they should bring to the table.

You can keep security practices privateMSPs, naturally, handle multiple clients at any given time, meaning they have strict data protocols in place. Providers, too, will want to keep practices and data private – and with an in-house team, they can ensure no data regarding their practice leaks out.

Data protection will be in place when you work with a reputable partner or outsourced platform. However, in-house is the way to go if you prefer to keep things private for internal eyes only.

You can train staff on your existing systems and softwareWhen managing cybersecurity in-house, you can train a team to become familiar with your existing systems and processes, potentially cutting back on training and coaching time overall.

That said, whether a SOC operates in-house or externally, it still needs to choose an SIEM (security information and event management) product to integrate with existing systems.

The integration side of SIEMs is becoming less of a concern nowadays – but there’s always going to be the need to train staff on how to use some new software when building a SOC from scratch.

You have easy access to knowledge and supportYou have access to cybersecurity advice and support at a moment’s notice. When hiring in-house, you can refer to your team and arrange ad-hoc meetings when needed.

What are the drawbacks of managing cybersecurity in-house?Unfortunately, building and managing in-house cybersecurity teams is not always easy. There are extensive costs to consider, and getting a team of specialists up to speed takes considerable time and effort.

Here’s a breakdown.

There’s a shortage of skilled professionalsOfficial government data shows that, while there were over 160,000 different cybersecurity job postings in the UK in 2023, over a third of them were “hard to fill.” Moreover, there’s an employment shortfall of 11,200 people to keep up with demand.

These statistics tell us that, although hiring your cybersecurity staff sounds appealing in theory, there’s a distinct shortage of people skilled enough to fill these roles.

In practice, MSPs risk running through endless hiring cycles and mishiring cybersecurity professionals who fail to live up to their expected standards.

Another issue is that in order to build an effective and workable SOC, you’ll need a lot of staff – probably around 20 people. As Dima Kumets of Huntress explains:

“This is a bigger problem than figuring out a stack of tools. Most MSPs can’t afford to do this. The impact is that they end up with employees burning out after having to be on-call for double shifts.”

You need to be technically prepared to run your SOCWhether you’re building a SOC in-house or for a client, ensuring it operates efficiently and effectively is one of the biggest hurdles you’ll need to overcome.

For example, do you know what a good SIEM looks like? Moreover, do you know which skills to prioritise when hiring and training SOC engineers?

In addition, consider your operational availability, experience, and expertise. Can you operate a SOC 24 hours a day as your clients might demand? Do you have the insight to recruit the right experts, build an efficient team, and manage a highly specialised service?

Who’s watching your clients outside of working hours? Do you have the appropriate software to monitor and manage security day and night?

Mark Taylor, founder of Chorus, the leading Microsoft MSSP, explains to Richard in TubbTalk 140: How To Transform from an MSP to MSSP for Business Growth, that MSPs building SOCs need to think carefully about what their offers look like.

“It’s worth considering how you’ll respond to breaches,” he suggests. “Will you just send an alert to the client, or will you fix it for them, too?”

Taylor also suggests that it might be prudent for MSPs to partner with others to build an effective SOC offering. It’s just one of many in-house considerations you must make before committing to what your product looks like.

You need to build and pay for a team from scratchAs mentioned, setting up an in-house SOC means leaping through hiring hoops and carefully selecting candidates. Getting a fresh security team up to speed will take considerable time and effort, regardless of any skills shortages.

Moreover, running an in-house team demands considerable financial investment. For example, MSPs must set up legally binding contracts and pay benefits and sick leave when employing staff via PAYE.

Another drawback is that MSPs hiring in-house staff pay for a set number of hours each week or month. There’s a chance that not all of these hours are used. Meanwhile, you pay for precisely what you need when outsourcing, meaning your ROI increases.

You need to manage your team effectivelyHiring for a team is one thing, but consider the management challenges you’ll face along the way.

For instance, you must provide for unexpected absences, holiday time, and 24/7 operations. That means hiring enough staff to manage your SOC around the clock and cover any sudden shortfalls.

Beyond this, cybersecurity analysts are highly sought-after. To retain your best experts, you must offer attractive compensation for their work and genuine career development opportunities. Larger organisations tend to have greater capacity to support employees to advance up the career ladder.

That said, how you keep one staff member will always differ from another (and far be it from us to dictate how you should mitigate turnover!).

You need to invest in your own tools, software, and protectionRunning an in-house SOC also means carefully selecting the best tools and software to help your team do their job. That’s additional time and money spent, which you immediately save when working with partner tools and security platforms such as Guardz or Huntress.

Again, prior knowledge and experience are golden here. Understanding what makes an excellent SIEM or partner tool takes more than simply comparing features or undertaking free trials. Unfortunately, it could take years before you settle into a comfortable and effective software stack.

You need to build a reputable presenceEven if your MSP is already a trusted entity, establishing a new SOC will take time to market effectively and “settle” in your customers’ consciousness.

When it comes to the credibility of your SOC, in-house, you’re on your own. You must ensure your analysts communicate effectively with existing teams and commit to training and development. Moreover, it pays to prioritise gaining accreditations and helping your analysts obtain additional qualifications.

Experts claim that a SOC can take around three years on average to be ready for market. That’s somewhat avoidable, however, if you outsource to a team of analysts already up to speed on technologies and processes and who are available around the clock.

Outsourced or partnered cybersecurity: In briefOutsourcing cybersecurity as an MSP means delegating client protection to a third party. To some, this might sound like a risky move. However, as mentioned, scalable, reliable options such as Huntress can help you set up cybersecurity out of the box without any need for manual setup or management on your side.

For example, Huntress offers a purpose-built SOC solution with endpoint detection and response (EDR) to squash threats as soon as they’re spotted. Its lightweight suite runs in the background for MSP clients, making it painless to install and run – and the company even offers security and training insights.

Outsourced EDRs are invaluable elements of outsourced SOCs. They provide MSPs with complete visibility over incoming threats and real-time insights, meaning they can react quickly should potential attackers be spotted.

Outsourcing an EDR also means MSPs have reliable intelligence databases they can use to investigate threats and ongoing vulnerabilities swiftly. EDRs can also sniff out attackers who might squat inside networks without getting detected for weeks.

However, one concern that could arise when outsourcing as an MSP is how your clients might respond. For example, they might oppose the idea of their security being handled by an external agency.

Michael George, one of the godfathers of modern outsourcing, spoke with Richard via TubbTalk about this problem.

In the episode, he explained that many MSPs don’t advertise white-label partnerships. They simply use outsourced providers and end users frequently can’t tell the difference.

We’re at a point where outsourced cybersecurity is exceptional enough for this to be less and less of an issue.

That said, again, there are pros and cons to either side of this option, so let’s explore them.

What are the benefits of outsourcing cybersecurity?Outsourcing cybersecurity means you benefit from immediate expertise, highly scalable solutions, round-the-clock protection, and immediate value for your initial investment.

Let’s dig deeper.

You have instant access to expertise and experienceWith in-house cybersecurity, you must hire and train staff manually based on your needs and systems. This takes considerable time and effort.

However, when you partner with an outsourced solution, you have instant access to experts with years of experience. That means MSPs hit the ground running with immediate protection, advice, and monitoring from the moment a contract begins.

This is an increasingly valuable benefit in light of the cybersecurity skills deficits mentioned earlier. The people you work with via outsourcing are already employed, meaning you don’t have to hunt down additional support.

That’s also going to cut down your time to market significantly.

Scalability is simpleFor all in-house SOCs can be simple to scale depending on your needs, outsourcing is even easier to manage when growing a company.

You don’t have to hire additional staff or invest in extra tools or software – your support network grows and adapts with you, meaning there’s much less planning and budgeting to consider.

This is especially useful if your or your clients’ security needs evolve over time. For example, you might need to scale from traditional MDR solutions to MXDR protection—more on that a little further down.

You’re protected 24 hours a dayThis benefit is slightly blurred if we consider that some “in-house” cybersecurity experts work remotely, on shift patterns, and worldwide. However, you have complete defence around the clock with services such as Huntress.

This is especially beneficial from an MSP’s perspective, as multiple clients depend on security support at varying hours of the day.

When managing SOCs in-house, you must always ensure you have staff available. Outsourcing, however, removes that management headache completely.

You pay for what you needOutsourcing your cybersecurity usually means paying for the support you need and nothing more. When you hire a team outright, you pay for hours you might not necessarily require. Flat pricing ensures that MSPs benefit from immediate ROI.

Beyond this, outsourcing and partnering are generally affordable for small to medium MSPs, meaning there’s little blocking providers from taking advantage.

What are the drawbacks of outsourcing your cybersecurity?Of the few drawbacks of outsourcing MSP cybersecurity, providers need to be willing to relinquish some control, work with experts handling other providers, and choose between standardised packages.

Here’s a more detailed overview.

You don’t have the luxury of complete controlWhen you outsource your SOC, you agree to release control of your operations somewhat.

This isn’t necessarily bad when you consider the time and effort you save along the way. However, it can be a sticking point for those MSPs who care about monitoring the minutiae and keeping practices private.

You won’t have an exclusive teamWhen partnering with cybersecurity outsourcers, remember you’re working with a team with multiple other clients and partners. That means their work isn’t exclusively tailored to your needs, and you’re sharing time and resources to some extent.

Outsourcing firms work with multiple companies simultaneously to pass savings onto their clients. Therefore, although outsourcing means you lose some exclusivity, you certainly benefit in terms of ROI.

To clarify, here, too – you will still have an exclusive contract and, in many cases, named account managers who act as your contact points.

You won’t have a custom packageOutsourcers can provide custom plans and packages depending on your needs. But, if you need a complete bespoke fit-out, hiring in-house is better.

Yet, again, that comes with caveats such as increasing costs and time demand. It could take years for a brand-new, in-house SOC to get up to standard. Therefore, it pays to compare and balance what’s most important to your SOC needs.

Should you go hybrid?Hybrid SOC management means effectively taking the best elements of both avenues discussed above.

For example, you could hire one or two in-house experts but still use outsourced monitoring to provide your clients with peace of mind.

If you can’t choose between the benefits on either side, it’s worth considering a hybrid SOC. However, doing so can be a complex undertaking. Our advice, generally, is to compare the market.

Guardz, for example, is a hybrid-ready SOC-like offering that supplies protection against familiar threats such as ransomware and phishing. It supports MSPs and their clients against mass data loss. Users benefit from real-time protection, too, meaning someone always has their back.

Remember: Every SOC is differentIf you’re new to setting up SOCs, it’s easy to assume that one size fits all. That’s rarely the case—if you’re working on behalf of clients, you might need to be flexible to offer particular security features compared to someone who might simply need access to a helpdesk occasionally.

Consider the difference between SOCs operating as MDRs and Managed XDRs, for example. Both options outsource real-time EDR protection and threat detection and provide clients with direct access to security analysts and expert personnel.

However, the difference – as Mark Taylor advises – lies in scope. MDRs (Managed Detection and Response services), Taylor states, tend to be great starting points for SOCs.

Meanwhile, MXDRs (Managed Extended Detection and Response services) use XDR technologies to extend real-time coverage.

Typically, MXDRs offer broader responses to security threats and are frequently more efficient and effective at protecting clients on both sides of Boom [insert link to blog about Boom here]. They pull in more endpoints and build up a clearer picture and “story” about how security looks across a client’s network.

Therefore, it’s frequently easier for MSPs to outsource SOC operations that can scale with specific client needs. Otherwise, they must build a department from scratch, which takes time, effort, and resources.

Which route is best for MSPs?The answer is pretty non-committal, as your providing needs may vary compared to others.

However, experts lean more toward outsourcing simply because of the instant access to expertise, the immense cost savings, and the measurable ROI from the get-go. That all translates into a fantastic service you can offer clients, helping you build trust over time.

Generally speaking, it’s more common for enterprises and larger organisations to build SOCs in-house as they have the resources, personnel, and funding to do so. However, that doesn’t mean outsourcing can’t work well at an enterprise level. You just need to find the right partner!

Far be it from us here at Tubblog to decide for you! Business needs vary, meaning it’s always good practice to compare outsourcing partners and assess your budget carefully before leaping into what seems to be the ideal SOC solution.

You Might Also Be Interested In* How to Measure Profitability to Make MSP Businesses More Robust * TubbTalk 150: 25 Years an MSP – Valuable Lessons You Learn from Longevity * Uplift Live 2024: Exclusive Expertise for Businesses on LinkedIn

The post In-House or Outsourced Cybersecurity: What’s Best for MSPs? appeared first on Tubblog: The Hub for MSPs.

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In this episode, Richard speaks to Craig Sharp, the founder of UK-based Managed Service Provider (MSP) Abussi, one of the longest-running MSPs in the country.

Craig founded Abussi in 1995 as a database supplier, and the business has transitioned over the past 26 years from software into break/fix hardware. Today they offer managed services, which they’ve been rocking for more than 15 years!

Richard describes Craig as a real go giver and is always willing to help a fellow MSP.

Craig is somebody who is incredibly knowledgeable on customer success and managed services.

An Interview With Craig SharpWhy a Bigger MSP Business Isn’t Always BetterIn the managed services world, there’s an idea that growing your business size is what leads to success. But as Craig’s own experience shows, that’s not always the case. In fact, he and his co-founder made a decision not to expand too much.

“I knew a guy, Bob Fox, who ran an early web design company. He had a ton of experience, and he told me that once a company gets bigger than 10 people, you find yourself too involved with people’s lives and problems. You become like a social worker.

“And what I’ve found from my own experience is that 12 is about big enough. Plus, as an IT expert, you’re there to demonstrate that tech can help your clients to do more with less. So you should be able to do the same.”

How Abussi Works on Relationships to Retain MSP Clients Long TermCraig says that he and his co-founder each take responsibility for different aspects of their business, and he enjoys building relationships that help new clients come on board, and then to make them feel valued once they’ve signed up.

One of the ways he does that is by sending gifts. “It’s something I think is useful in different situations, but especially when you’ve made a mistake. For instance, we recently promised a client that we’d install Starlink internet for them within an hour.

“Unfortunately, they ended up being offline for four hours. So I sent them a basket of muffins and apology. They were fine about it, but appreciated the gesture. To build a successful relationship, communication is key, so we try to keep people informed at every stage of a project. That’s so valuable.”

Why Craig Focuses on Systems and Processes, not Tech Tools in his MSPCraig admits that it’s unusual not to focus on the tools an MSP uses. But many MSP owners have a very technical background, so they naturally gravitate to that as a priority.

As Michael Gerber says in “The E-Myth Revisited”, the MSP owner (his example is a baker) has gone from being very good at their niche to being in demand. And then they become a business owner, which isn’t what they set out to do.

“So it’s natural that they don’t think as much about strategy or relationship building. But those are the areas where you need help. My background in project management means that I can offer support in the areas where business owners aren’t as strong.”

How Craig’s Passion for Sharing Knowledge Helps his ClientsMSP owners should be continually learning and sharing that knowledge. “I put myself in my customer’s shoes. I don’t want to say ‘I’m the expert and I’m right’. Instead, I want to work with them to help them solve their problems.

“You have to explain it in a language they understand, and build a relationship where your technical knowledge sits alongside their business expertise. If you can do that, then you both get the outcomes you want.”

At Abussi, the team are careful to not provide technical answers and instead offer business solutions. “We work with them to help them improve their processes and build their trust.”

How to Handle Wrong-Fit ClientsNo matter how hard you work on relationships, sometimes you will work with a client who’s not right for your MSP. It’s best to deal with those situations head-on, as Craig explains:

“I always do a customer review just before we renew our Microsoft licences. That way, if there’s anyone who wants to part ways, we know about it before we pay for an annual subscription.

“I identified a client we only delivered minimal services, and they rarely took our advice on-board. I told them that we needed to end our partnership, but I was careful not to leave them in the lurch. So I recommended someone else who could better service them and supported them during the handover.”

Craig also acknowledges that sometimes, MSPs keep working with a difficult customer because they need the money. “But they’re taking up too much of your time, and they’re often bad payers too. Ultimately, they’re costing you too much energy which could be used elsewhere.”

The Biggest Mistakes MSPs are Making TodayWhen it comes to business mistakes, Craig says there are inward and outward errors: “Inwardly, there’s an issue with being too focused on the tech. So that’s why I recommend working on relationships and so on.

“And then externally, sales and marketing is tough for MSPs. Nobody’s an expert, even me. But you have to be able to sell your solutions because they will help your clients.

“But don’t explain the technical benefits – highlight how the tool will help them solve a problem. That’s what your clients care about, and not communicating the benefits to them is a big mistake.”

How to Connect With Craig Sharp* Abussi * email Craig * Follow Abussi on LinkedIn * Connect with Craig on LinkedIn * Like Abussi on Twitter * Follow Craig on Twitter

How to Connect With Me* Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk in iTunes * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Interview* Olympian and TV presenter: Kriss Akabusi * Design consultants: Scitech * Book: Paul Jarvis: Company of One: Why Staying Small is the Next Big Thing for Business * Satellite internet provider: Starlink * Book: Michael E Gerber: The E-Myth Revisited: Why Most Small Businesses Don’t Work and What to Do About It * Book: Douglas Adams: The Hitchhiker’s Guide to the Galaxy * Data visualisation tool: Power BI * Book: Bob Burg and John David-Mann: The Go-Giver: A Little Story About a Powerful Business Idea * MSP peer group: The Tech Tribe * Book: Cal Newport: Deep Work: Rules for Focused Success in a Distracted World * Collaboration tool: SharePoint * Cloud storage: OneDrive * Cloud marketplace: Giacom * RMM software: Atera * Business operating system: Zoho One * Remote access tools: LogMeIn * Remote access tools: Splashtop * Cybersecurity services: Webroot * Cybersecurity services: Acronis * Cybersecurity services: Bitdefender * Cloud network: Arista * Threat management solution: Untangle * Cybersecurity services: SonicWall * Network security solutions: WatchGuard * Network security solitutions: CiscoMeraki * Network switches: Zyxel * Author and SMB expert: Karl Palachuk * Birmingham homeless charity: Networkfour

You Might Also be Interested in* Podcast: Episode 50: Productivity, Healthy Habits and Getting Things Done * Why Giving MSP Clients What They Want Leads to Better Relationships * Podcast: Episode 100: Tomorrow’s World, Teen Tech Initiative and Encouraging Girls in Tech

The post TubbTalk 150: 25 Years an MSP – Valuable Lessons You Learn from Longevity appeared first on Tubblog: The Hub for MSPs.

Deep Work: Rules for Focused Success in a Distracted World

The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It

The Go-Giver, Expanded Edition: A Little Story About a Powerful Business Idea (Go-Giver, Book 1

The Hitchhiker's Guide to the Galaxy: The Illustrated Edition

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Welcome to the Tubbservatory – a lively video series presenting carefully chosen articles, podcasts, and events, crafting a treasure trove for fellow IT entrepreneurs.

Step into the Tubbservatory Round-Up #27, your portal to the March 2024 edition! As we embark on this new month, we’ve diligently assembled this month’s episodes for your viewing delight. Immerse yourself in these handpicked resources at your leisure, seizing the opportunities that February unveils!

Find the links to these invaluable resources at the conclusion of this post.

This month’s topics include: Ticketing System, Cloud, Cybersecurity, eBook, Productivity, Helpdesk, Support.

Tubbservatory: The March 2024 Round-Up VideoTubbservatory Round-Up #27: March – Week 1#1 Life of an MSP Who Doesn’t Have a Ticketing SystemWe kick things off this week by asking the question “What would life be like for an MSP be like without a ticketing system?”

That’s the topic that Akshaya Devi of SuperOps tackles in her latest article.

This is a thought provoking article, and well worth a read!

#2 ‘A Bit Iffy, but Important They Did It’ – 5 Experts Give Verdict on Government MSP Study‘A bit iffy, but important they did it’. That’s the feedback from Paul Lloyd on the recent UK Government’s study of Managed Service Providers.

Doug Woodburn of IT Channel Oxygen covers feedback from Canalys‘ Robin Ody, Cavell‘s Dom Black, Network Group‘s Dave Tulip, Paul Lloyd and me as we weigh in on this eye-catching report.

#3 State of Cloud: 2024Should you continue with your current cloud architecture and tools, even if it is not meeting clients needs? Or should you adopt a different approach, which is more open and distributed, swapping out a platform-centric approach for one that is cloud native?

Those are just two of the big questions that will be tackled as Akamai Linode host their State of Cloud: 2024 live event, which took place on Thur March 7th.

Dolo Miah of Linebreak, Mike Kasprzak of Ludum Dare, and Jay Jenkins, CTO, Cloud Computing, Akamai Technologies all contributed to this intriguing conversation.

#4 Is Microsoft Loop the End of Onenote?Is Microsoft Loop the end of Microsoft OneNote?

That’s the question that MSP Jonathan Edwards asks in his latest thought provoking video.

Microsoft Loop was launched in November 2023 and lots of people have compared it to OneNote. But is Microsoft Loop really aimed at replacing OneNote or a different kind of app altogether?

Watch Jonathan’s video for the full story.

#5 Stand Strong in the Face of Cyber ThreatsThe Cloud & Cybersecurity Expo took place at the ExCel in London on Wed 6th and Thur 7th March 24.

Thousands of Cybersecurity experts were in attendance, including Mostyn Thomas and the Cybersecurity team from Pax8.

Tubbservatory Round-Up #27: March – Week 2#1 One Woman in Tech’s Remarkable Journey from MSP to Community ManagerFormer MSP owner Nancy Henriquez, who is now blazing a trail as the Head of Community for Next-Gen Managed Service platform vendor, SuperOps, was my guest in a recent episode of my TubbTalk podcast.

In our interview, Nancy shared her views on the key strengths and unique perspectives that women bring to the Managed Services industry, as well as how she sees the role of women evolving in the tech space over the next 5-10 years.

Nancy is an inspiring woman who has been there and done that in the MSP space.

#2 Making Cybersecurity Accessible for WomenHow can we make Cybersecurity accessible for Women?

While women comprise around half of the total workforce, they make up less than 25 percent of the global cybersecurity workforce. So why is this?

That’s the question that Rachel Bishop of Huntress asked in this article, and the section on “advice to give to folks who’d like to be an ally to women in cyber” is a powerful read.

Highly recommended.

#3 Why Ada Lovelace is an Inspiration for Women in Tech EverywhereHere’s Why Ada Lovelace is an Inspiration for Women in Tech Everywhere.

In this article by our very own Gudrun Lauret, we look at how as far back as 1843, Ada Lovelace was essentially the world’s first computer programmer, blazing a trail in the use of the Analytical Machine, a precursor to the modern computer.

This article is the story of a remarkable woman.

#4 How to Break Down Barriers so Women in IT SucceedOne of our most popular TubbTalk interviews in recent times is my conversation with Chloe Cameron of Pax8, where we discuss How to Break Down Barriers so Women in IT Succeed.

In our conversation, Chloe shares What it’s Like for Women in IT, Advice for Women Joining the IT Industry, and The One Skill Chloe uses Every Day for success.

We had so much great feedback on this interview. Thank you, Chloe for being a great guest.

#5 Women in Tech E-book for International Women’s Day 2024If you’re looking for more inspiration from Amazing Women in Tech, then download our free eBook celebrating the achievements and expertise of women working in the tech industry.

Featuring insights from Amanda Stewart, Vera Tucci, Maggie Philbin, Diana Giles, Grace Marshall, Jennifer Bleam, Olesia Klevchuck and more — this eBook is available for free thanks to the kind support of our friends at Barracuda MSP.

Tubbservatory Round-Up #27: March – Week 3#1 Conversational Managed Security Services for MSPsWe kick off this week with a brand new eBook that can help MSPs sell cybersecurity.

“Conversational Managed Security Services for MSPs” from Barracuda MSP, shares insights into the opportunities that exist for MSPs to offer security services, How to move your MSP business towards offering managed security services, The different types of services you can offer under the managed security umbrella.

This eBook is available now as a free download.

#2 Timtalk With Our CEO Ian SchenkelAnd talking of cybersecurity, a video that caught my eye is Timothy Hughes, the author of Social Selling, speaking to Ian Shenkel of Endida about The need for businesses to simulate cyber-attacks.

This video looks not only at Pen-Testing, but also the importance of marketing your services well.

3 Recommended Books for MSPsA new book that I’m very intrigued by is Cal Newport’s “Slow Productivity – The Lost Art of Accomplishment Without Burnout”.

The central goal of Slow Productivity is to keep an individual worker’s volume at a sustainable level.

We need fewer things to work on. Starting now, says Newport.

I don’t think anybody would disagree.

#4 Securing Your Business: a Live Discussion on Screenconnect VulnerabilityIf you missed news of the recent ConnectWise ScreenConnect vulnerability, then this video should be very important to every ConnectWise MSP.

MJ Shoer, Chief Community Officer at CompTIA, and Patrick Beggs, CISO at ConnectWise provide valuable insights on how partners can enhance their cybersecurity hygiene to safeguard against malicious attacks.

5 The Cyber Defense Lab – Built for MSPsThroughout March and April, Huntress will be taking their Cyber Defense Lab on the road! With dates in California, Texas, Chicago and Georgia, the Cyber Defense Lab offers to help MSPs.

Defend against the real threats your clients are facing. Elevate your clients’ defenses and security strategy. Learn from the lessons your MSP peers had to learn the hard way

Build a custom security strategy made to fight always-evolving cyber threats. Registration is now open

Tubbservatory Round-Up #27: March– Week 4#1 Karl’s Famous 68-Point Checklist – Version 4.0 Released!If you’ve never checked out MSP legend Karl Palachuk‘s famous 68-point checklist for IT Solution Providers, then version 4.0 has just been released!

Karl’s checklist been used by thousands of IT Professionals to begin their network audits, provide monthly maintenance of client computers, and generally keep client computers tuned up and working great.

I used this checklist when I ran my own MSP business, and years later, it’s still as valuable. An essential download for MSPs!

#2 What Keeps MSP Owners Awake at NightWhat keeps MSP owners awake at night?

That’s the question that Bradley Munday of Uptime asked to a room full of MSPs.

Out of hours support, Finding and Retaining Good Staff, and making time for pro-active tasks when inundated with business-as-usual helpdesk tickets were just three areas MSPs highlighted as causing concern.

#3 Meet GDPR Bot!Meet GDPR bot, a great example of an AI Generative Pre-Trained Transformer (or GPT) that will answer any question that you might ask about GDPR.

Put together by Richard Nicholas of Jacobson Browne, this is a great example of how AI can be used to create genuinely useful tools.

#4 Dell Focuses on Future Tech, Collaboration With Program UpdateNews that the latest Dell Program Update for MSPs will see Dell Focuses on Future Tech and Collaboration, reports Larry Walsh of Channelnomics.

New enhancements focus on AI, edge computing, and increased incentives, aiming to boost partner engagement and prepare for next-gen tech advancements.

#5 Ultimate IT Growth ConferenceCybersecurity Expert Jennifer Bleam hosts the 2024 Ultimate IT Growth Conference between May 6th-8th in Dallas, Texas.

The event offers to share the Foundational Marketing And Sales Execution Systems Of Leading 7-Figure Firms, enabling attendees to build a sales process that will help you reach your next milestone.

Tickets are now available!

Tubbservatory Round-Up #27: March– Week 5#1 ChatGPT Starter Pack: 10 Amazing Prompts to Improve Your Business NowIf you’re looking to utilise AI this year, then a great place to begin is Mark Schaefer’s ChatGPT Starter Pack.

One of the world’s top marketing experts, Schaefer provides ChatGPT prompts that can discover hidden relationships that lead to sales, have the world’s greatest experts create your web copy and many more!

#2 A Catastrophe for Control: Understanding the Screenconnect Authentication BypassThe recent ConnectWise ScreenConnect vulnerability caused some angst in the Managed Service community, and the very same day the exploit was announced, Cybersecurity experts Huntress put together an excellent insight into what happened and how MSPs can stay safe.

#3 Wasabi 2024 Cloud Storage Index ReportI recently caught up with the team at Wasabi, who shared their 2024 Cloud Storage Index Report.

Some highlights from the report include that Cloud Storage is expected to grow by at least 9% in 2024, and a whopping 45% of organizations say they exceeded their cloud storage budget because of additional migration of applications and data to the cloud than originally anticipated.

This report is well worth a free download.

#4 Is a Lack of Trust Damaging Your Business Growth? Is a lack of trust damaging your business growth?

Uptime and Inbay CEO Bradley Munday shares his thoughts in this powerful LinkedIn article on building a successful team.

I personally learned a lot from Munday’s short read, and would highly recommend it to any business owner.

#5 Google Cloud Next EventThe big Google Cloud Next event takes place in Las Vegas between April 9th-11th 2024.

Next ’24 is Google’s global exhibition of inspiration, innovation, and education, and features three epic day, of visionary keynotes, the latest technology innovations, and live sessions on everything from generative AI to security.

Registration is now open!

Links to the Resources Mentioned in this Round-Up

From Week 11. Life of an MSP Who Doesn’t Have a Ticketing System 2. ‘A Bit Iffy, but Important They Did It’ – 5 Experts Give Verdict on Government MSP Study 3. State of Cloud: 2024 4. Is Microsoft Loop the End of Onenote? 5. Stand Strong in the Face of Cyber Threats

Mentioned in Week 21. One Woman in Tech’s Remarkable Journey from MSP to Community Manager 2. Making Cybersecurity Accessible for Women 3. Why Ada Lovelace is an Inspiration for Women in Tech Everywhere 4. How to Break Down Barriers so Women in IT Succeed 5. Women in Tech E-book for International Women’s Day 2024

Week 31. Conversational Managed Security Services for MSPs 2. Timtalk With Our CEO Ian Schenkel 3. Recommended Books for MSPs 4. Securing Your Business: a Live Discussion on Screenconnect Vulnerability 5. The Cyber Defense Lab – Built for MSPs

Week 41. Karl’s Famous 68-Point Checklist – Version 4.0 Released! 2. What Keeps MSP Owners Awake at Night 3. Meet GDPR Bot! 4. Dell Focuses on Future Tech, Collaboration With Program Update 5. Ultimate IT Growth Conference

And Week 51. ChatGPT Starter Pack: 10 Amazing Prompts to Improve Your Business Now 2. A Catastrophe for Control: Understanding the Screenconnect Authentication Bypass 3. Wasabi 2024 Cloud Storage Index Report 4. Is a Lack of Trust Damaging Your Business Growth? 5. Google Cloud Next Event

How You Can HelpAs Tubbservatory Round-Up #27 comes to a close, we’re gearing up for April!

Got something awesome to share? Whether it’s a nifty tool or a resource that’s piqued your interest, drop it in the comments below and let’s keep the laid-back knowledge exchange going strong. Your input matters!

You Might Also be Interested in* Brigantia Roadshow: Tools For MSPs To Mitigate Insider Threats * TubbTalk Bonusode: The Cloud & Cybersecurity Expo: What’s New for MSPs? * Don’t Count Sheep: 3 Tech Gadgets to Help You Sleep

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There’s an old adage that states, if it’s not measured, it’s not managed. Therefore, profitability is one of the most important metrics you should be measuring as a business owner.

According to Gartner, profitability is a measure of an organisation’s profit relative to its expenses. To put it another way, when you have an efficient income-to-cost ratio with your customers, your business is going to be more profitable.

So, as Managed Service Providers (MSPs), how can you keep your business profitable and more efficient?

In this article, we’ve highlighted just some of the ways you can be operationally more profitable.

Why Profitability MattersProfitability is an important factor in the health of a business. It shows how operationally efficient you are, and can be an important factor to investors, or those that wish to acquire your business when it’s the right time for you to sell it.

Profitability goes hand-in-hand with growth, and the more profitable your business is, the better your foundations for growing your business. If your running costs are too high, it could impact your growth plans and make them much more of a risk.

Small businesses with a clear and consistent record of profitability are more attractive to potential investors. According to the National Small Business Association, 72% of small business owners believe that profitability is a key factor in attracting investment.

There are three main ways to increase your profitability as a business owner.

By:

Increasing sales
Reducing costs
Improving efficiencies

For MSPs especially, we have to ensure that our client agreements won’t make them a liability in the future. Spiralling support costs and failing to raise your prices year on year are just two of the inefficiencies that can eat away at your profitability if not controlled.

Attracting Profitable ClientsWhen you attract new clients that are better suited to the services you provide, they will tend to be more profitable than those that are not as good a fit.

Customers that meet your ideal will be easier to manage, and cheaper to support.

We know from experience that this isn’t always possible. And depending on your operational maturity, you might be tempted to take on any and all clients that slide into your sales pipeline.

However, it’s really worth taking the time to define what your ideal client looks like and make it the cornerstone of your marketing strategy. Whether you’re positioned for a particular vertical or not, having in mind the sort of businesses that you want to attract will serve you better in the long run.

Selecting the Right Pricing ModelIt’s a common mistake to think that offering the lowest prices will equate to more business opportunities.

If you price your services too low, it will affect your profitability, and it could be difficult to manage. Trying to deliver quality services on a budget will take a toll on your staff and be potentially not very satisfying for your customers.

The value-based pricing model invites potential customers to consider the value that they get from you as an MSP. If your pricing is too low, then they perceive that the value you add over your products isn’t worth very much.

Value-based pricing strategies are tied into your marketing. Therefore you should be demonstrating this as part of your marketing strategy to attract the right customers.

Marketing to Your Ideal ClientOnce you know what your ideal client looks like you can shape your marketing engine to fit them. Your offering, pricing, the problems you can help them with; all of it can be designed to draw those ideal clients your way.

You’re much more likely to find better-suited customers if you specialise in a particular vertical or niche. Although the trade-off is that there may be fewer opportunities and greater competition if your offering doesn’t stand out.

How Can You Make Existing Customers More Profitable for YouAs well as attracting new prospects, you can sell additional products and services to your existing customers.

Your existing customers are already a captive audience when it comes to selling your products, because they trust you enough to manage some of their services.

Therefore, as well as keeping track of the services you already provide, and how satisfied they are with the service. You should also keep track of the further sales opportunities too. The services that you provide as part of your stack, that they aren’t taking advantage of currently.

Whether this is a new service, something that they lack, or services in line with their goals for future growth, you should be taking note of these opportunities in your customer relationship database (CRM).

Furthermore, future growth should be something you discuss regularly with your existing customers as part of their technical business reviews (TBR).

Cost Savings to Make Your MSP More ProfitableAn essential part of continual business improvement is making cost savings. Reducing your overheads and streamlining your internal processes and services to customers will save your business money.

Depending on the size and maturity of your business, there can be a multitude of ways to cut costs.

Here are a few tips for you to consider when making cost savings.

Outsource Functions to Freelance Virtual AssistantsHiring extra staff can be expensive, especially if there isn’t enough work for them to do. However, if you only need help for a few hours a week, or if you want to offload tasks to a specialist, then a virtual assistant could be the answer.

Likewise, an intern could be a good hire if you they already have skills you currently lack. There are some specific guidelines for interns employed in the UK, so make sure you read them before deciding if an intern is right for your business.

Insist on Upgrading Client’s Legacy Systems, or Threaten to Raise Your PricesIT systems are constantly being improved all the time, with faster processing and more robust software. Therefore, as MSPs, we are continually encouraging our clients to use the up-to-date tools that we recommend to them.

You may have some customers who are still using older, antiquated systems, who are delaying migration to newer technologies.

Even if you declare that you’re not supporting them, they could still be a barrier to profitability and a risk to security if they’re not isolated from the network.

And you may still get tickets raised for these older systems, so they can be a drain on your support desk.

Ways to encourage customers to migrate away from old legacy systems include:

Raising support fees
Explaining why older, unpatched systems are a risk to their business
Offer managed data export and migration with followed up training
Explain cost and efficiency savings for the customer

Review Regular or Repeat Tickets in Your Ticketing System or PSA and Consider AutomationDepending on the size of your MSP offering or the complexity of your customer base, you’ll likely receive similar tickets across your business.

Reviewing these tickets can show you where automation or self-service could help lower the number of tickets you get coming in to your service desk. But it will also show you where the inefficiencies are for you to work on in general.

You may determine that several repeat tickets are the result of a training issue. Or a fault that could affect a number of users which, if resolved, could eliminate further tickets being raised.

Automation and Self-ServiceTo aid your team’s productivity, you could implement a self-service portal to help your clients help themselves. Or invest in a tool with integrated AI or machine learning capabilities.

Self-service encourages your clients to be pro-active in their service requests. This requires some set up training for each client, but it should reduce repeat service requests tying up your resources.

While sophisticated automation tools are becoming increasingly accurate and affordable, they may require some investment in implementation to get the best use out of them.

Risks to ProfitabilityEvery business needs to consider risk in their supply chain. IT suppliers will be thinking of how secure their customers’ businesses are in terms of cybersecurity. And if they were to suffer a successful cyber-attack, whether they’d be able to survive the impact to their business.

Factors such as having adequate cyber insurance, and having a recovery plan to get things back up and running.

However, there are other risks to consider when you think of your customer base. These include:

Economic Instability – Would a recession affect growth and customer spending?
Governance Criteria – will ESG have an impact on your niche customers?
Irregular Payments – Do they pay upfront and on time or are they a charity or government institution that depends on funding budgets?
Price Agreements Too Low – Did you initially set your prices too low, and they’ve become a drain on your resources?

How to Keep on Top of Your ProfitabilityAs I said earlier, if it’s not measured, it’s not managed. You have to keep track of your metrics!

There are a few ways you can ensure you keep on top of your profitability.

Measure the Revenue and Costs of Services with Your PSA ToolYour PSA tool, as well as tracking service requests, will also provide the costs of each service or product a client has. Comparing this to the monthly recurring revenue they pay, you can determine how profitable this client is, compared to the other clients you have.

It’s much easier to see it all together on a PSA tool, than using spreadsheets, but make sure that you’re measuring engineers time for any ad-hoc services you provide.

Hold Regular Technical Business Reviews with Your ClientsTechnical review meetings with your clients are a great way to identify areas to help them grow their business. Those growth areas could be opportunities for you, but it’s important to not treat them as sales meetings.

An opportunity for sales is just one of the outcomes that can improve a client’s profitability to your business. However, the second is an opportunity to talk to your clients about any repeat service requests they make and find ways of reducing them through education, automation or remedying a more long-term solution.

Spotting the Opportunities to Upsell to Existing ClientsKeeping a database of the services you provide for each client will highlight areas you can exploit. You can see which clients have not yet signed up to some of the other services you provide to your other clients.

Not only will you have a good idea of what products your clients might need if you keep this database up-to-date, but you’ll also mark any areas for the potential phasing out of legacy systems, which will also improve their profitability.

Make part of your strategic marketing target your already-engaged audience of clients. Highlight new services in your marketing newsletter or your website, and across social media.

Other Areas to Watch for ProfitabilityAside from those things you can directly control, there will be other factors that are beyond your scope to manage. However, they are worth keeping an eye on in any case.

Irregular Payment of InvoicesIf clients are paying upfront and on time, then it’s usually a good sign that they’re happy with the service you provide and the relationship is a healthy one. But if payments are irregular, and you have to chase them now and then, it could be a sign of problems they are having in-house.

Whatever the case may be, it doesn’t hurt to reach out and ask if there is anything you can do to make things easier. If you can find a reasonable solution to any short-term issues, then it won’t be a major concern.

It’s only if the problems have a chance of escalating that you should be wary. If it looks like the relationship might end up being unprofitable in the long run, then it’s worth considering letting that client go.

Fluctuating Markets in the SectorAs the COVID lockdowns hit in the early 2020s, quite a few businesses took a huge financial hit. Likewise, Brexit also affected many businesses, and now many UK councils are experiencing funding issues.

If your MSP serves a particular vertical or provides services for businesses from a specific type of industry, then it’s worth paying attention to economic forces affecting those types of business.

Likewise, if you provide services for overseas companies, it’s worth keeping abreast of any geopolitical factors that may impact on your bottom line.

Your Client is About to Be Merged or AcquiredMergers and Acquisitions (M&A) are already a complicated process for the businesses directly involved. But what about for the contracted service providers they employ?

You should try and get as clear a picture as possible about where you stand as soon as you can. Though your contract may be safe in the short-term, it might affect your bottom line in future if the new entity chooses not to continue with your services.

On the other hand, if you suddenly have to expand to cover more seats, that will also affect profitability in a good way. However, it might mean you need to recruit more staff to your team if you suddenly go from supporting 200 people to supporting 600 people.

Conclusion on ProfitabilityProfitability, cash flow and growth are the three essential parts of a business, and an MSP business is no different. Managing profitability is a way of keeping your business healthy enough to endure and grow.

Choosing the right kind of client is essential, as a good fit will mean high profitability. However, keeping them profitable, as well as working to make any other clients you have more profitable, is just as important as finding new clients to add to your portfolio.

By making sure we’re monitoring revenues and costs, we can measure how effective each client business relationship is. From there we can determine where any efficiency savings can be made and where any opportunities for upselling might be.

How do you manage profitability in your business? Do you have any tips for anyone out there starting their MSP journey that could help them maintain a healthy bottom line? We’d love to hear all about it in the comments.

You Might Also Be Interested In* How AI is Narrowing the Inclusion Gap and the Opportunities for MSPs * TubbTalk 133: How Monitoring Your MSP Metrics Leads to Profit and Growth * Breakthrough Ways of Selling Cybersecurity Solutions to SMBs

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Tubbservatory Round-Up – Tools and Resources for Your MSPEvery week, Richard brings us five essential resources that Managed Service Provider (MSP) business owners should pay attention to in the IT industry. Welcome to the Tubbservatory – a weekly video broadcast that curates valuable articles, podcasts, and events exclusively for IT business owners like yourself. And guess what? Tubbservatory Round-Up #20 – August 2023 is here, packed with all the awesome episodes from August, expertly edited for your viewing pleasure. No worries about missing out because it’s all right here, ready for you to watch at your convenience.

This month’s topics are totally worth checking out. We’ve got quick summaries of each below, and you can find links to all the resources mentioned in the video at the end of this article. So sit back, relax, and enjoy the Tubbservatory Round-Up! Happy recapping!

This month’s topics include: Network Monitoring, Ransomware, Cybercrime, AI, and Outsourcing your Helpdesk.

Tubbservatory: The August 2023 Round-Up VideoTubbservatory Round-Up #20: August – Week 1#1 Think You Know Ransomware?If you’re a fan of high production docuseries on Netflix (other streaming platforms are available), then you’ll love this three-part documentary from cybersecurity experts Sophos.

Think You Know Ransomware? Takes a gripping look at the history of cybercrime. Defining the hunters and the hunted, and revealing the vulnerabilities and defence strategies that are being employed to combat this threat. This high-gloss series is definitely worth a watch.

#2 Announcing New Global Sites, New Cloud Computing Services, and Improved PerformanceLast month Blair Lyon, Akamai’s Head of Cloud Experience, announced some big updates to the cloud providers services and infrastructure.

Including five new cloud computing sites in Paris, Chicago, Seattle, Chennai & Washington D.C. Also revealed were new premium instances for better performance and simpler SKU management. As well as doubled object storage capacity.

All of this shows a big investment in true scalability for commercial cloud services on a global scale.

#3 Meta Releases Llama 2 LLM, Free for Commercial UseMeta has released a version 2 of its Llama large language model (LLM) under an open licence.

Although there are some caveats, reports John Leonard of Computing. Caveats include not being able to use it to train other AI models, for example.

Similar to ChatGPT4 and Bard, Llama 2 has been refined using reinforcement learning and human feedback, which helps stop it from overstepping boundaries.

#4 The AI future is Here – Make the Right Choices for Your MSP BusinessAnd speaking of AI, SuperOps’ Jayakumar Karumbasalam thinks we should be asking the right questions when deciding to adopt AI in our technology stacks.

Should AI be more than just a featured gimmick, or be something seamlessly built into the technology we adopt? And how transparent is the platform provider when it comes to data usage and privacy concerns?

It’s definitely food for thought.

#5 CompTIA EMEA Member & Partner Conference 2023Coming to London on the 2nd and 3rd of October is CompTIA’s EMEA Member and Partner conference. Bringing together all of the communities across Europe and the Middle Eastern regions.

This is two days packed with insightful speakers with plenty of networking opportunities.

Keep an eye out for this as registration opens shortly.

Tubbservatory Round-Up #20: August – Week 2#1 SmarterMSP WebsiteA website I’d highly recommend to IT businesses is the excellent SmarterMSP.

The site is updated regularly with news, opinions and advice from the Managed Services industry — and I happen to be a regular contributor to SmarterMSP too.

#2 To Infinity with BeyondTo Infinity with Beyond! Three MSPs who attended the big Pax8 Beyond event in Denver have released a video sharing their experiences.

Scott Riley of Cloud Nexus, Dave Taylor of Amshire Solutions and Robert Gibbons of Cara Technology all share their takeaways from event in Denver Colorado. Takeaways that they’ve already put into practice in their own MSP in the three weeks since the event took place, and how has this experience impacted their business, (or WILL impact their business) in the next 12 months!

One to watch!

#3 Real Use Cases for Network MonitoringWith Network Monitoring becoming a growing area for MSPs, an article that caught my eye was the Real Use Cases for Network Monitoring by MSP owner Craig Sharp of Abussi.

Sharp writes on his experiences using Domotz to provide Network Monitoring solutions for his MSP client’s, and how they’ve proved to be highly beneficial to his business.

#4 I Hired and Fired My MSPA video that caught my eye was Heather Johnson of Gozynta on “I Hired and Fired My MSP.”

Through some fun storytelling, Johnson, walks through the process with the client of an MSP to better understand the selection process from the clients perspective.

#5 VISION ’23: Take your MSP from Good to Great!And finally, Vision ‘23 takes places on Aug 22-25th in Dallas, TX.

If you want to take your MSP business from good to great, then this event, organised by The 20 MSP, may be for you!

The event promises to provide insights on MSP growth, cybersecurity, M&A strategy, marketing, and more!

Tubbservatory Round-Up #20: August – Week 3#1 Little Big Vets PodcastA podcast that caught my ear recently was the Little Big Vets podcast. In this series, Nick Haley talks to former armed forces veterans who have started to run their own businesses. Taking on a different kind of challenge and using their skills to succeed.

There are some really inspiring stories in these episodes, so they’re well worth a listen.

#2 How Outsourcing Helpdesks can Improve MSPs’ Scaling EffortsWhen it comes to scaling-up your MSP business, securing the operational footholds and managing resources can be quite a challenge. In this latest article from Pax8, they explain how outsourcing your helpdesk can give you the room you need when you’re onboarding new clients.

While you focus your energies on where they’re needed, you can be adding value through strategic partnerships in a cost-efficient way, while maintaining the quality and scalability of your business.

3 New Products & Powerful Platform Upgrades Empower MSPs with M365 SecurityRecent additions to the SkyKick cloud manager platform have introduced an intelligent new cloud backup and a revamped security manager, as well as some improvements to their migration suites.

This comes as part of their most significant update yet. Including smart insights and intelligent sync technology.

These improvements have been developed in response to adoption trends and customer feedback.

#4 5 Common Mistakes SMBs Should Avoid in Privileged Access ManagementOne of the responsibilities that SMBs share with their managed service providers is that of access management and password administration to their privileged accounts.

Leaving security gaps or failing to monitor access to these accounts properly could be disastrous, say CyberQP in this article for ChannelE2E. A robust PAM strategy can help MSPs avoid the 5 common mistakes and keep their client’s systems safe.

#5 The MSP Finance Team BTCC Brands Hatch 2023 MeetupOn Friday 6th October the MSP Finance Team are hosting another BTCC Meetup at Brands Hatch Circuit in Kent.

In association with Team EXCELR8, the day includes five 15 minute educational partner sessions, a Q+A with Tom Ingram, a garage and car tour and lots of MSP networking opportunities.

Tubbservatory Round-Up #20: August – Week 4#1 Kerry Veitch, Co-Founder, Reveela.comAn interview that caught my attention was The Female CEO magazine speaking with Kerry Veitch of Reveela, a cutting-edge technology solutions provider for media industries worldwide.

Veitch talks about her experiences of being a female CEO in a male-focused industry, striking a balance between logic and creativity, and handling criticism.

This is an inspiring interview.

#2 Is Delegation a Better Term than Outsourcing?Now, outsourcing is a phrase that can provoke strong reactions from many in the Managed Services industry.

But Jason Kemsley of Uptime Solutions makes an interesting point in his latest article — what if we referred to delegated IT services rather than outsourcing?

Delegation implies a deliberate and strategic assignment of tasks to competent external partners, says Kemsley.

What do you think? Is outsourcing an outdated term?

#3 Microsoft Inspire 2023 RecapsIt’s been a busy Summer conference season for the MSP industry, and one of the biggest events was Microsoft Inspire 2023.

If you missed Inspire, then never fear — the team at Pax8 have put together some awesome recap videos and session summaries, plus Pax8 Microsoft experts answer your questions and share their key highlights and top takeaways.

#4 Elon Musk’s 10 Biggest Fails Since the Twitter TakeoverNow I’m not normally one to highlight the negative, but I’m not alone in shuddering at some of the changes that Elon Musk has made since acquiring social media platform Twitter.

Tom Allen of Computing Magazine spotlights Musk’s 10 biggest fails since the Twitter takeover, and to no surprise, it starts with the X rebranding.

I’m intrigued as to your Twitter thoughts since the Musk takeover. Leave a comment below!

#5 The Managed Services UK 2023 SummitAnd finally, London is the destination for the Managed Services Summit UK 2023 on September 13th.

Celebrating its 13th year, the event will feature presentations by leading independent industry speakers, a range of sessions exploring technical, sales and business issues by leading specialists in the sector, and extensive networking time to meet with potential business partners.

Registration is now open.

Links to the Resources Mentioned in this Round-Up

From Week 11. SmarterMSP 2. To Infinity with Beyond 3. Real Use Cases for Network Monitoring 4. I Hired and Fired My MSP 5. VISION ’23: Take your MSP from good to GREAT

Mentioned in Week 21. Think You Know Ransomware? 2. Announcing New Global Sites, New Cloud Computing Services, and Improved Performance 3. Meta releases Llama 2 LLM, free for commercial use 4. The AI future is here – make the right choices for your MSP business 5. CompTIA EMEA Member & Partner Conference 2023

Week 31. Little Big Vets Podcast 2. How Outsourcing Helpdesks can Improve MSPs’ Scaling Efforts 3. New Products & Powerful Platform Upgrades Empower MSPs with M365 Security 4. 5 Common Mistakes SMBs Should Avoid in Privileged Access Management 5. The MSP Finance Team BTCC Brands Hatch 2023 Meetup

And Week 41. Kerry Veitch, Co-Founder, Reveela.com 2. Is Delegation a Better Term than Outsourcing? 3. Microsoft Inspire 2023 Recaps 4. Elon Musk’s 10 Biggest Fails Since the Twitter Takeover 5. The Managed Services UK 2023 Summit

How You Can HelpAnd that’s a wrap for Tubbservatory Round-Up #20!

Got something incredible to share? Whether it’s an awesome tool or a mind-blowing resource, we want to hear all about it!

Drop it in the comments below, and let’s keep the knowledge flowing. Your input means the world to us!

You Might Also be Interested in* Webinar: 3 Ways to Unleash MSP Success by Increasing Efficiency and Profitability * TubbTalk 135: How to Turn Employees into a Company’s Biggest Cybersecurity Asset * Is a Co-Managed IT Model the Opportunity Your MSP Has Been Looking For?

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In this special bonus TubbTalk episode, I talk to Bradley Munday and Jason Kemsley, co-founders of Uptime Solutions, to learn more about their impending merger with Inbay.

Uptime Solutions is a white-label outsourcing platform, offering specialist support to MSPs for NOC, SOC and helpdesk. Likewise, Inbay provides outsourced support, with project help and dedicated tech expertise.

An Interview with Jason Kemsley and Bradley MundayWatch the Interview HereHow the Merger Came AboutUptime Solutions and Inbay have announced a merger, but how that’s come about may not be apparent. Jason explained that in 2022, several of Inbay’s leadership team moved on to new roles.

“We realised that we have a complementary set of products here, and there would be no issues with deciding on the leadership team, which usually happens with M&As (mergers and acquisitions).

“And the more we thought about it, the more we saw it as a perfect fit. We both support MSPs to outsource more. But we’re light on sales and marketing, whereas Inbay have a dedicated team. And then it also doubles our outsource development team too.”

The Outsource Solutions Inbay OfferFor MSPs looking to outsource, Inbay offer 24/7 NOC (Network Operation Centre) monitoring with a dedicated, full-time tech team, so there’s no need for MSPs to recruit staff.

They also offer an RMM (remote monitoring and management) audit, so they can make script recommendations and implement the changes too. Inbay also offer project support, as well as the option to outsource helpdesk, which aligns with Uptime’s current solution.

How Uptime are Sharing Their News with the MSP Community

Jason explains that the merger means that both Uptime Solutions and Inbay will be able to deliver more support than before to any MSPs looking to outsource. “Sometimes I’ve missed out on an event because I’m working on a project, so now we’ll have a big team to do that for me.

“Both Brad and I are keen to amplify our giving back to the community, and the merger will free up our time. We want to make ourselves as available as possible for our customers at this time.”

Jason adds that they’ve both cleared their diaries for the first three days to answer any questions. He will be on Reddit and The Tech Tribe as well, as the news breaks, so any queries can be addressed quickly. And of course, he’ll be at lots of events where he’ll be happy to chat to any MSPs.

Why More MSPs Should OutsourceSome MSPs say that attempts to outsource work haven’t been successful. I believe there are two reasons for that, Jason says. Firstly, they haven’t had enough trust in the business they’ve outsourced to. Secondly, their goals haven’t aligned.

“I talked to someone the other day who’d outsourced to another MSP. And when they got busy, they dropped the ball on the client’s work. We’re confident that we build the trust in our client relationships.

“But more importantly, many MSPs over the years have said they’d love to work with us, but we don’t have the right mix of services for them. Hopefully, the merger with Inbay means we have the perfect product suite. Wherever possible, I like to have a chat with a company, and if we’re still not right, I’ll say so.”

What the Merger of Outsource Experts Means for the Wider IndustryThe role of the MSP has got much busier in recent years, and that’s only going to increase, say Brad and Jason. As more and more clients invest in tech, MSPs’ responsibilities will increase.

Jason explains: “It’s important to have someone customer-facing at the helm, and a lot of vendors don’t have that. And we both believe that transparency and integrity are going to become more essential than ever.

“But really, what today’s MSPs need are options. For instance, maybe they outsource to us for helpdesk. Then they want more tech support, so they have to choose another vendor. If they don’t work out, you still have a good relationship with your account manager.

“And so having options, I think is the most powerful thing that MSPs can have, as we move forward into next five years. And if I may say so, having it with a business that’s built some credibility and some integrity just makes it a little bit better.”

Why This Merger Will Succeed When Others Have FailedOften, mergers and acquisitions are motivated by money. Almost anyone in the IT space will be familiar with a big M&A that took place a year or so ago that didn’t go well.

“And I think that tends to happen when there are investors involved,” explains Brad. “But our transaction doesn’t have investors. There’s nobody waiting for a return on their investment.”

“What I love about this is we’ve done this without investors so we’ve got nobody to answer to. So the values that we’ve built and committed to over the years can continue.”

Jason adds: “The key for me is continuity. Normally what happens following an M&A is that a lot of the ‘A players’ slowly start to disappear. But I know that the Uptime leadership will remain at the head, to continue to do what we’ve done for the last decade. For better or worse.”

How to Connect With Brad and Jason* Connect with Bradley Munday on LinkedIn * Email Bradley * Connect with Jason Kemsley on LinkedIn * Email Jason * Follow Uptime Solutions on Twitter * Call Uptime Solutions: +44 2037647688 * Book a chat with Brad or Jason

Mentioned in This Episode* Uptime Solutions * Inbay * Uptime Solutions’ podcast: Progressive Mindset * Richard’s appearance on the Uptime Solutions podcast * The Tech Tribe * CompTIA * CompTIA ChannelCon * TubbTalk episode 78 * TubbTalk episode 82 * TubbTalk episode 89 * Reddit MSP subreddit

You Might Also be Interested in* How to Grow Your Business with a Virtual Assistant * Why do IT Outsourcers not Outsource More? * How to Find a Virtual Assistant for Your Business

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As part of National Book Lover's Day, here at Team Tubb, we each shared a quote from the books that have personally inspired us.

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Unleash MSP success for your security-focused MSP, you can achieve better operational efficiency if you choose the right vendor partners.

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Tubbservatory Round-Up #19 July 2023. Bringing together the top tools and resources mentioned in July's weekly Tubbservatory episodes.

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The Internet of Things (IoT) offers great potential for businesses, but you should be aware of the security vulnerabilities before investing.

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Steve's Tribal Dispatches reports on some of the great content and resources that The Tech Tribe has to offer its members. Issue #3 July 2023.

The post Steve’s Tribal Dispatches #4 – Nurturing a Security Savvy MSP appeared first on Tubblog: The Hub for MSPs.

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Co-managed IT delivers managed services to businesses alongside their own internal IT teams. Could this be an option for your IT business?

The post Is a Co-Managed IT Model the Opportunity Your MSP Has Been Looking For? appeared first on Tubblog: The Hub for MSPs.

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Adapting AI into the customer experience provides efficiencies for your business, while the personalisation inspires loyalty in your clients.

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How can MSPs help their clients to transform their employees from their biggest cybersecurity risk into an asset? Benjamin Netter explains.

The post TubbTalk 135: How to Turn Employees into a Company’s Biggest Cybersecurity Asset appeared first on Tubblog: The Hub for MSPs.

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Tubbservatory Round-Up #18 June 2023. Bringing together the top tools and resources mentioned in June's weekly Tubbservatory episodes.

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Steve's Tribal Dispatches reports on some of the great content and resources that The Tech Tribe has to offer its members. Issue #3 Jul 2023.

The post Steve’s Tribal Dispatches #3 – From Building Audiences to Structuring Sales appeared first on Tubblog: The Hub for MSPs.

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Following on from Pax8 Beyond 2023, the EMEA team held a virtual roundtable to discuss the key takeaways and reveal a new cloud marketplace.

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Richard speaks to cybersecurity expert Ian Thornton-Trump about the changing MSP industry and the Pax8 Beyond inaugural event.

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The CompTIA UK&I Community Meeting, held in Birmingham on 15th June 2023 provided valuable insights and networking opportunities for members.

The post CompTIA UK&I Community Meeting: June 2023 – Powerful Leadership and Industry Insights appeared first on Tubblog: The Hub for MSPs.

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What's the secret to growing your MSP? Implementing strong time management and productivity strategies! Here are our top tips.

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Helping Barracuda MSP to mark the 6th Global MSP Day, Richard Tubb highlighted 3 ways MSPs can maximise their growth by working with others.

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What should today's MSPs know about cybersecurity to protect themselves and their clients? Pax8's Mostyn Thomas tells Richard Tubb.

The post TubbTalk Bonusode: The Best Cybersecurity Resources for MSPs You Need to be Aware of appeared first on Tubblog: The Hub for MSPs.

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Tubbservatory Round-Up #17 May 2023. Bringing together the top tools and resources mentioned in May's weekly Tubbservatory episodes.

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An effective way of reviewing your MSP business performance is to conduct semi-regular technical business reviews with your clients.

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Steve's Tribal Dispatches reports on some of the great content and resources that The Tech Tribe has to offer its members. Issue #2 May 2023.

The post Steve’s Tribal Dispatches #2 – Powerful Ways to Systemise Your MSP appeared first on Tubblog: The Hub for MSPs.

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In this episode, Peter Kujawa of Service Leadership tells Richard Tubb about the importance of monitoring your MSP metrics for success.

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Channel-Sec 2023 was a high-level conference and networking event aimed at managed service providers (MSPs) and managed security service providers (MSSPs), IT resellers and systems integrators.

The event featured several keynote speakers, panels and workshops covering a range of different security-related subjects. Including: security trends, security-as-a-service, endpoint security, and education & training.

Some big names sponsored the event including: Pax8, Connectwise, PIA, Threatlocker, Acronis, Giacom and Heimdal.

Channel-Sec 2023Channel-Sec 2023 took place on Thursday 18th May in London, at the Royal Lancaster Hotel, which also hosted the IT Europa Channel Awards in the evening.

It was a very busy itinerary this year, but it attracted a good mix of delegates, vendors and experts. There were well over 100 MSPs in attendance.

New for this year was the addition of the workshop sessions. This allowed for much smaller groups to get more involved in the discussions.

There were also some great guest speakers on the day, and we’ve picked out a couple of them here that we were most impressed with.

Keynote: Will Greenwood: from Good to Great!Will Greenwood MBE played international rugby for England, earning 55 caps for his country and was active from 1997 to 2004. In recent years, Will has been the Chief Customer Officer at Afiniti Ltd, which develops artificial intelligence (AI) for customer call centres.

Will talked about how some of his experiences as a player have led to success through leadership and determination.

He talked about how to be a better leader by asking your people how they are, and not just taking the first automatic answer they give. For example, when you ask someone, “How are you?” And the reply comes back, “Fine thanks.” You ask again, “No, how are you, really?”

And this is something that also extends to empathy. He said: “Don’t treat people how you’d like to be treated. Treat them how they’d like to be treated.”

We should also look for inspiration outside of the IT industry from time to time. Changing your perspective and applying it back into your business is an opportunity that many miss out on.

How Our Values Define UsHe said we should be true to our values in life and in business. He listed his four values as:

Courage – the ability to go against the grain, and speak out when it’s important
Humility – don’t assume that your knowledge or experience trumps that of others
Honesty – be true to yourself and hold yourself to account when necessary
Empathy – being able to sense how others might feel about actions and your message

Other key themes of his talk were culture over strategy, believing in the people around you and reiterating the good ideas that come into your business so that they stick.

Overall, his keynote was full of amusing real-life examples, and it set the tone for the day. It was a strong way to open the event.

Panel Discussion: Business Growth and Opportunities in SecurityFollowing on from the opening keynote came a discussion on current opportunities for security-focused MSPs.

Question: Where should the focus of the channel be, and where is there money to be made?

Dan Scott said we should be assessing the concerns, needs and risk of the businesses we serve, and don’t put new tools first.

Whereas Paul Fuge said there needs to be a greater onus on end-user training.

James Baker admitted that security is a complex topic in today’s market. Which horse should you back? It really depends on what is best for your customer’s businesses.

Question: Where does AI factor into today’s solutions?

Mostyn Thomas said that AI and ML (machine learning) is already being used by security services to qualify where cyber attacks are coming from. Both criminals and protectors are in an arms race over AI at the moment.

Paul Fuge suggested that at over-reliance on AI was a bad thing, but as an augmentation, it’s a good thing.

Dan Scott said that while AI is great for helping you do things smarter and faster, we should not forget the value of human interaction.

Keynote: Graham Cluley – 30 Years of Cybercrime in 30 MinutesGraham Cluley is a well-respected security blogger and an expert in the industry for over three decades.

As the keynote title suggests, at Channel-Sec 2023, Graham took us through the last 30 years of cyber crime. From the early nineties when most virus writers fit the stereotype of the the young male anarchist who wrote the virus on his home computer in his bedroom. It was seen as a form of electronic graffiti, and the results, while annoying, were mostly harmless.

Then the virus coders began to evolve more aggressive methods of attack. This included things like spamming someone’s email or creating botnets worldwide, which would cause distributed denial-of-service (DDoS) attacks.

As the hackers got together to form gangs, the malware became more sophisticated, and they saw this as a way to make money.

However, intelligence services also discovered malware could also be used to spy on people. A group of Israeli Mossad agents were able to track a known Hamas agent after uploading a trojan horse virus onto his computer. This allowed them to access his calendar and email to find out exactly where he’d be staying where and when he went on holiday.

Cyber Incidents in the PressReporting cybercrime in the press has been seen as a double-edged sword. While we want to be informed if businesses we depend on have been compromised, Graham suggested that when they report details of breaches, journalists can in fact, be doing the cyber criminals’ job for them when it comes to reputational damage.

He went on to show us a few memorable headlines, including one from the Daily Star: “Give us your money or the Nik Naks get it!” This was when KP snacks admitted to being the victim of a cyber attack in 2022. Another one was when the WannaCry ransomware attack on the NHS, and other systems worldwide in 2017.

Why Are There So Many Attacks Now?Cybercrime is such big business now. It’s easier than ever for cyber criminals to launch attacks simultaneously all over the world.

Phishing is just a case of asking potential victims to input their details into your website, and malware hidden in attachments can be automatically installed onto your device at a click of a button. Zero-day exploits are shared on the Dark Web faster than they can be patched, and there are plenty of unpatched or misconfigured services that are open to manipulation too.

It isn’t just the primary attack when it comes to ransomware either. Once they have your data, they can threaten to extort you to keep it private. They may even contact your clients directly and extort them as well.

Regardless, they know that the threat of reputational damage is worth money, and they’ll exploit it if they can.

That’s why now, more than ever, we need to be cautious and assume it’s not a matter of if, it’s a matter of when.

And when it does happen, we have to make sure we’re covered with a full back-up and disaster recovery plan.

It was another very interesting presentation for this year’s Channel-Sec attendees.

Panel Discussion: Security InsightsChannel-Sec 2023’s second panel discussion was around providing security as an MSP or a vendor, and there were some great questions and answers. Here’s just a few of them.

Question: What is the single biggest threat to businesses at the moment?

Steven Wood admitted that the human factor was the biggest threat. A lack of training and a susceptibility to making mistakes could cost businesses if not properly addressed.

Rob Allen said legislation was a concern too. We need to ensure that we’re meeting regulatory obligations while adapting to new legislation as it is written.

Question: If you were to start an MSP today, what advice would you give to someone in relation to cybersecurity?

Kyle Torres advised that anyone starting out today should pay close attention to what is happening in the channel. See what services are being recommended, and how vendors are helping.

Steven Wood said that he would advise cyber resiliency over cybersecurity.

Question: What powerful cyber strategies have you encountered recently?

Greg Jones said that it’s always a good strategy to enforce regular cyber security training on your staff, and make regular tests of your disaster recovery plan. Just getting your staff together to enact your plan from a hard copy, to practice the effectiveness of your strategy.

The Channel-Sec 2023 Round Table WorkshopsFollowing the break for lunch there were a number of round table workshop sessions for delegates to attend. Each covered a particular area of interest, and were designed to educational and informative, hopefully prompting some debate and discussion. Here’s a very brief summary of two of them.

What Does Open AI Mean for the MSP Community?Dan Scott and Sam Callaghan of Connectwise moderated this session, a look at the role of AI Chatbots in today’s industry.

They highlighted the benefits and limitations of AI and machine learning for MSPs, including some practical examples.

How Can Historical Insights Help Build a Better Cybersecurity Future?Pax8’s Mostyn Thomas reported on the lessons learned from the cyberattack and defence trends of the past.

And the verdict? That cybersecurity needs to be multi-layered to be effective.

Plus he took a look at the constantly evolving tools and technologies we have employed over the years, and how MSPs can build a best practice framework which supports their role as their clients’ security adviser.

One of the more powerful insights shared by Mostyn, was his Five Laws of Cybersecurity:

If there is a vulnerability, it will be exploited, no exceptions
Everything is vulnerable in its own way
Humans can trust when they shouldn’t
With innovation comes opportunity for exploitation
When in doubt see law 1

Richard Tubb Interviews at Channel-SecBetween the breaks, we had the opportunity to talk to some of the attendees at Channel-Sec.

Two of those Richard Tubb interviewed included MSP Owner Theo Nell and Pax8’s Senior Director of Channel Michael Breeze.

Theo talked about the importance of choosing the right security product for your MSP, and paying particular attention to the support agreement. It’s that support you’ll be counting on when you have questions to ask, or if things go wrong.

Michael gave us an overview of all the activities Pax8 have been undertaking recently, including:

The Pax8 Aacademy, their on-demand video platform
The Cybersecurity Masterclasses, which have been a success over the past 18 months
Their Mission Briefing events for partners

Michael also mentioned that they’ve recently onboarded more vendor partners, and are up to 30 now!

Channel-Sec 2023 – ConclusionIt was a day full of useful insights, both in terms of security trends and analysis, but also leadership and business best practice as well.

The opening keynote from Will Greenwood really started the day off well, with lots of interesting discussions throughout. And it was well-attended by MSPs and vendors alike.

Did you attend this year’s Channel-Sec conference? What was the highlight for you?

Please leave your reaction in the comments, we’d love to hear from you.

You Might Also Be Interested In* How to Future-Proof Your MSP: Inspiring Highlights from the SuperSummit Live 2023 * What Every MSP Should Know to Run and Grow a Successful Business * ChatGPT and How to Secure Your Business Against AI-Supercharged Ransomware

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What is Dropsuite and why is it useful for MSPs?

Well, as an IT Managed Service Provider (MSP) or IT Solution Provider business, you’ll undoubtedly support clients that use Microsoft 365 or Google Workspace to run their business.

With most modern businesses relying on M365 or Google Workspace, you know just how important it is to keep everything secure and backed up.

I was reminded of this within my own business when we recently had to restore some deleted emails to our Google Workspace setup.

The importance of email in modern businessWe’ve all experienced the situation where someone has accidentally (or perhaps, not so accidentally…) deleted an important email.

Relying on Microsoft or Google to assist you when you urgently need to restore data is not my suggested option. This can be time consuming and frustrating.

For my business, part of the challenge is that we’re a busy team, with people all over the world.

For example, my EA, Kareena, who is based in South Africa, is constantly in touch with our clients.

Therefore, Kareena needs to be able to access her emails without interruption. As you can imagine, radio silence with clients isn’t good!

Thankfully, for the past few months we’ve used a solution that can help you automate the backup of your cloud-based data and easily and quickly recover it.

The solution we’ve been using is Dropsuite.

What is Dropsuite?Dropsuite is a cloud-based backup and recovery solution.

In their own words, the Dropsuite solution lets users “effortlessly and securely backup, restore, and migrate all business-critical email data.”

Although Dropsuite is primarily designed for M365 and Google Workspace backup, the solution offers Quickbooks Online and website backup as well — giving you even greater peace of mind.

Here are just a few reasons why you might want to consider using Dropsuite within your MSP business.

Dropsuite is Easy to Use for MSPsWe’ve found that one of the best things about Dropsuite is that it’s incredibly easy to use.

As well as being multi-tenant for MSPs, the Dropsuite platform is designed with the end user in mind.

This means that even if your clients are not tech experts, they can still use Dropsuite with ease.

As a result, you should see a drop in support tickets as end-users can self-serve their own data restoration requirements.

Within Team Tubb, we’ve found that the Dropsuite user interface is intuitive, and the setup process is straightforward.

In conclusion, you can be up and running with Dropsuite in no time.

Dropsuite Provides Complete ProtectionAs mentioned, Dropsuite provides complete protection for your Microsoft 365, emails, and Google Workspace:

Clients avoid coercion by threat actors because their records, emails, and business-critical files are safe and backed up
Data loss is minimised or entirely averted
Recovery from an attack can be quick and unhindered
Clients can set flexible data retention rates that match compliance requirements and regulations tailored for every industry

This means that you can rest easy knowing that your clients’ data is safe and secure, even in the event of a disaster.

Using Dropsuite, you can back up all of your files, emails, contacts, calendars, and more, and restore them at any time.

Dropsuite is AffordableAnother great thing about Dropsuite is that it’s affordable.

As an MSP, you can choose from different pricing plans to find the one that works best for your business model.

Peace of Mind through BackupUsing Dropsuite can give you peace of mind knowing that your clients data is protected.

In today’s digital age, data breaches and cyber attacks are more common than ever.

However, by using Dropsuite, you can ensure that your business is prepared for anything.

For example, everything you store in Dropsuite is protected against ransomware.

That means that if the worst happens, and your client’s M365 or Google Workspace data is breached, then everything is backed up and fully recoverable.

Moreover, Dropsuite security includes MFA and military-grade encryption to ensure data is secure both in transit and at rest.

Since deploying Dropsuite within our business (I’ll share more about how to deploy Dropsuite at the end of this blog), we’ve not had to worry about whether our data is being protected.

Dropsuite is ScalableDropsuite is a scalable solution that can grow with your Managed Service Provider (MSP) business.

Whether your MSP primarily deals with Small and Medium-Sized Businesses (SMBs), Mid-Market or Enterprise clients, Dropsuite works well.

In short, you can easily add more users, storage, and features as your MSP business and clients business grows.

What are the Benefits of Dropsuite for MSPs?Using Dropsuite helps your MSP to ensure compliance.

I know that adhering to GDPR legislation can be a headache for MSPs.

Fortunately, Dropsuite is designed to help make it a little easier.

Dropsuite offers MSPs support with both data privacy laws and regulatory compliance.

It’s essential that your MSP business not only correctly stores any client data, but you can access it quickly, too, if asked.

Some other benefits of Dropsuite include:

eDiscovery
Business Intelligence (BI) analytics
Archiving

Dropsuite for eDiscoverySome of your MSP clients may be asking you for eDiscovery tools.

I think it is fair to say that the majority of MSPs wouldn’t know where to direct their clients when they experienced this request.

So, it’s worth being aware that Dropsuite provides eDiscovery tools that your clients can use for investigations, regulatory compliance and legal proceedings.

BI Email Analytics in DropsuiteAn interesting use case for Dropsuite is with Business Intelligence (BI) analytics.

Perhaps your clients are struggling with complicated data sets from their emails.

Well, how about having these turned into a simple report you can use or share with clients?

Dropsuite’s Business Intelligence insights are free, and they provide a great toolset for email analytics.

As a result, you can use old email data to create actionable BI data for your MSP clients.

Email Archiving in DropsuiteDropsuite’s email archiving is built on top of backup, so you can store older data as you need.

Dropsuite email archiving:

Uses journaling to capture every sent or received email
Simplifies the management of email systems
Is tamper proof (great for investigations or audits)
Is searchable and emails are easily retrievable

Therefore, as well as helping you stay compliant, you can use archiving for a whole range of analyses and insights for your clients.

Seamless integration: Whether you use Google, Microsoft, IMAP/POP or an alternative email system, you can integrate with Dropsuite.Plus, they deliver ‘streamlined provisioning, billing and support.’

Technical SupportWe’ve had a really good experience with Dropsuite for deployment and support.

As well as a responsive and helpful tech support team that is available when you need them, Dropsuite also helps by offering training and marketing to their MSP partners.

How to Deploy Dropsuite for MSPsWe found the deployment of Dropsuite to be very easy.

In our case, the deployment was handled by the technical team at Dropsuite — they offer this deployment help for any MSP partner.

As mentioned, we’re a Google Workspace shop, but Dropsuite can work to protect both your Microsoft 365, emails, and Google Workspace clients.

Here’s what our deployment looked like.

Step 1: Sign up for Dropsuite for MSPsThe first step is to sign up for Dropsuite. It has a partner choice model, allowing you to partner in multiple ways.

Back in 2018, Dropsuite announced a partnership with Pax8.

What this means is that MSPs that partner with Pax8 can easily provide Dropsuite to their Managed Services clients, and this is the option we chose.

Once you’ve signed up to Dropsuite, you will then receive an email with instructions on how to get started.

Step 2: Install the Dropsuite AppDropsuite will walk you through the setup process and connect to your Microsoft 365, emails, or Google Workspace accounts.

If you’re using Google Workspace, you will need to install the Dropsuite connectivity for Google.

Step 3: Configure Your Backup SettingsOnce you’ve installed Dropsuite, you’ll need to configure your backup settings.

This includes selecting the files, emails, contacts, and calendars you want to back up.

You can also choose how often you want to back up your data and where you want to store your backups.

Step 4: Monitor Your BackupsAfter you’ve configured your backup settings, you’ll need to monitor your backups to ensure everything is working properly.

You can monitor your backups through Dropsuite, which will show you the status of your backups and any errors that may have occurred.

Step 5: Restore Your DataA backup is only as good as the restore!

In the event of a disaster, you may need to restore your data from your backups and so it is best to test out a data restore before an emergency.

With Dropsuite, this is a straightforward process.

You can restore your data through the website and it will be available for you to access in no time.

(App is Google only)

ConclusionIn conclusion, Dropsuite is an excellent solution for IT Managed Service Providers who want to protect Microsoft 365, emails, Google Workspace data and more.

We have found that Dropsuite is easy to use, provides complete protection, is affordable, offers peace of mind, and is scalable.

As a result, if you’re looking for a data protection solution, we recommend checking out Dropsuite.

By using Dropsuite, you can rest easy knowing that your data is safe and secure, even in the event of a disaster.

Do you use Dropsuite or something similar to backup your clients’ M365 or Google Workspace data? How do you find that the solution works for your MSP? Please leave a comment below or get in touch.

You Might Also Be Interested In* A list of Backup & Disaster Recovery (BDR) Tools for MSPs * 7 Essential Ways to Strengthen Your MSP’s Backup Offering * Why your MSP business should offer Offsite Data Backup to clients

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When it comes to cybersecurity defences, endpoints are a vulnerability for your network if threats go undetected. That’s why today’s MSPs need to understand EDR.

Endpoints are essentially areas of your network that connect to a device. This can be laptops, desktops, mobile phones, servers, switches, Point of Sale, IoT (Internet of Things), printers and more.

EDR (Endpoint Detection and Response) is a security toolkit that monitors these endpoints, allowing you to detect, isolate, fix and remove any threats or unauthorised access as they attempt to penetrate your system.

Cybersecurity experts Acronis held a media event to promote the launch of their new EDR solution that integrates with their Cyber Protect Cloud product.

State of the Threat LandscapeTo kick things off, Candid Wuest, Vice President of Research at Acronis, provided us with an update on the current security threat landscape, to remind us of the types of attacks we’re seeing most at the moment.

Typical attack vectors into our business systems come in 6 different forms:

Malicious Emails: containing malicious attachments, using social engineering, utilising AI to become more sophisticated.
Service Exploits: exploiting a misconfigured or unpatched service, using fileless attacks.
Malicious Websites: exploiting your browser, site redirection/take over or manual downloads.
Known Credentials: brute-force password cracking, credential stuffing/phishing and paid dropper/initial access brokers.
Supply Chain Attacks: vendor compromised, SaaS/MSP takeover or dependency infections.
Human Factor: Insider help, physical access, or human error/complexity issue.

Once the attack successfully invades your system, the hackeers expand their access to achieve their goals.

This can include:

Deploying Tools: ransomware, Infostealer & malware and dual use/public tools
Discovery: finding other workloads to exploit, finding data/confidential information as well as read emails, internal wikis, etc
Privilege Escalation: domain administrator privileges, keyloggers/tokens and use Minikatz/Bloodhound to extract passwords from the memory
Disable/Bypass Defences: force stop security processes, delete backups and logs, utilise living-off-the-land attacks to sustain the attack
Lateral Movement: using the infrastructure to replicate and hide. For example, through group policy objects (GPOs), and Windows Management Instrumentation (WMI) or sending spoof messages to co-workers

The important message here is that the frequency of attacks has scaled up this year, thanks in part to AI tools like ChatGPT.

Why We Need to See Today’s Cybercriminals as SpiesEric O’Neill, a former FBI Counterintelligence Operative and author of Gray Day, gave a very special keynote speech on how cybercriminals operate in similar ways to spies. And he revealed how he caught a double agent by compromising his endpoint device.

To set the scene of how we’ve got to this point, Eric provided a number of startling statistics.

He explained that today’s global cybercriminal syndicates as ‘mostly untouchable’ by law enforcement. They operate out of the Dark Web using servers in non-extradition countries, and do so with little to no fear of reprisal.

So how did we arrive here?

“We have to mention how the pandemic created a pressure situation, which made us vulnerable,” says Eric, “and even now, more than 50% of the global workforce is still working in a remote or hybrid capacity.” This has led to an adoption of remote-first cloud technology before security providers were ready.

In fact, we’ve had to adopt new technologies much quicker than before. Technologies that would have taken years to develop previously. This has opened up the field for cybercriminals to exploit.

According to the FBI’s IC3 (the Internet Crime Complaints Centre):

In 2020, cyberattacks cost $4.2bn
800,000 internet crime reports to the FBI, which doesn’t account for those that we’re reported globally
In 2021, the costs raised to $6.9bn, and 2022 it was $10.3bn. If this trend continues, by the end of 2023 it could be over $15bn
Globally, the cost of cybercrime in 2021 was $7tn, making the Dark Web the third biggest economy in the world by GDP

Getting Endpoint Security Right to Counteract Superior Cyber ThreatsWhy are these cyber syndicates so successful? They’ve learned from the best – foreign intelligence services. Spies. They operate like intelligence services, which makes it so hard to disrupt and stop them.

“In order to combat the cyber syndicates, we have to start thinking like spy hunters!” says Eric.

EDR technology brings security as close to the human as possible, allowing us to control the access and detect threats at the device level directly through the cloud. Then crucially, at the point of origin where the initial breach occurs, is where the response comes in.

It’s the core principle behind ‘Zero Trust’, identifying and locking down suspicious behaviours on your endpoints, allowing you to investigate them before they spread.

How to Catch a Spy by Compromising his Endpoint DeviceRobert Hanssen was a spy working as a supervisory special agent for the FBI and selling secrets to a foreign intelligence service for over 22 years. He was the most damaging spy in US history, and Eric caught him by stealing his Palm Pilot device.

When it was identified that Hanssen might be a spy, they had to get the proof and catch him in the act. Eric spotted that he was never without his PDA, his Palm Pilot. Hanssen would methodically check it often, and so Eric was sure the incriminating evidence was on there somewhere.

Using a diversion, Eric was able to get his quarry to leave his office for long enough for him to steal his PDA, take it to the tech team to copy and return it to where he found it before Hanssen returned.

The tech team explained that the PDA was encrypted, which was suspicious in itself. Two weeks later, Hanssen was arrested just after completing his last drop for his foreign intelligence handlers.

So, in stealing his data, the FBI compromised Special Agent Hanssen’s endpoint, and used the data to extract the time of the meeting to catch him in the act.

Today’s Threats Designed to Avoid Traditional Detection MethodsTodd Cramer, Director of Business Development Security Ecosystems at Intel, highlighted how many of today’s attacks are being designed to avoid detection.

The Challenge of Fileless AttacksThere has been a 900% increase of fileless attacks since 2021, accounting for over 70% of all attacks. Fileless attacks are malicious code that work completely in memory and they can be difficult for EDRs to detect.

From their foothold in the memory, the criminals place malware into legitimate processes that draw on that memory capacity, and use tools like Cobalt Strike to drop ransomware as well as other attacks.

How Acronis EDR fits in with other Acronis SolutionsSolutions Engineer James Erby gave a demonstration of the EDR product to show us how the dashboard works, and how to carry out investigative and remedial actions.

Countering attacks and addressing the impact require more advanced security tools, especially for regulatory purposes. For example, GDPR requires a strict time-frame for incident reporting and post-incident analysis.

The process of how EDR works:

Detect security incidents or anomalies
Contain the incident at the endpoint
Investigate security incidents
Provide remediation guidance

EDR is especially useful for zero-day exploit attacks, as well as elusive threats such as fileless attacks and living off the land malware.

How EDR Works with Acronis Cyber Protect CloudThe EDR package is bundled with the Advanced Security Pack because many of the features require both to be enabled on the customer’s network.

When you go in to manage the protection, you can select devices and see if any incidents have been detected. Here you can also see which modules are active on this device and enable them if they’re not already enabled.

In the protection tab, it will show you all the incidents detected across your network and here you can find out more information about the incident including the severity, what triggered the incident, date and time the incident was reported, etc.

You can further drill into the incident details to see what processes were created as part of the attack, and find detailed information on what each process did to your system.

When it comes to taking response actions on the incident, you can add to the allowlist, in the case of a false positive, or add to the blocklist. You can also delete or quarantine the affected file.

You can also take actions on the affected workload, such as perform a forensic backup for more in-depth analysis later, or recover from a backup.

Overall there is a lot of functionality in this EDR product.

ConclusionThe Acronis EDR is another valuable addition to the Cyber Protect Cloud security solution and is available now.

As the cybercriminal syndicates evolve to be more like spies and intelligence operatives, we have to cleverly adapt to their increasingly sophisticated forms of attack.

Fileless attacks and compromised accounts on devices are a massive risk to your business, and they’re on the rise, so implementing an EDR solution makes perfect sense.

Has your business suffered a fileless attack? Or perhaps you’re trying to sell your customers on the importance of endpoint security? We would love to hear about it in the comments.

You Might Also Be Interested In* ChatGPT and How to Secure Your Business Against AI-Supercharged Ransomware * TubbTalk 128: Why a Cybersecurity First Service Mentality Keeps MSPs on Top of Cyber Trends * National Computer Security Day: How to Keep Your Clients Safe

The post How Adopting EDR Helps Us to Think Like Spies and Cyber Criminals appeared first on Tubblog: The Hub for MSPs.

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How does a full day of networking and learning with your fellow MSPs around the world sound?

If you want to know the latest trends and challenges facing IT professionals, then don’t miss this year’s annual Global MSP Day 2023, sponsored by BarracudaMSP!

This year’s event is virtual and in-person, so you’ve got a choice for 1st June 23!

https://www.tubblog.co.uk/wp-content/uploads/2023/05/Global_MSP_Day_23_mp4.mp4Global MSP Day 2023 – Dealing with Growing Competition, Sustainability, and Employee BurnoutWith the pandemic over, MSP owners have barely had time to catch their breaths before the next lot of problems arrive. Fortunately, BarracudaMSP have recognised that there’s a lot going on at the minute.

And that’s why they’ve pulled together an exciting programme for you – there will be presentations, collaboration opportunities and vendor exhibits, plus plenty of networking.

Global MSP Day 2023 Launch of MSP ReportAs always, the Global MSP Day will look at the latest “Evolving Landscape of the MSP Business Report”.

This is an annual survey of MSP business owners, and the report delves deep into the challenges and opportunities MSPs are expecting to come in 2023.

What’s Happening at This Year’s Event?Global MSP Day 2023, sponsored by BarracudaMSP, is the sixth annual event. It was designed as a way to recognise and support MSPs around the world.

And, it provides an opportunity for MSPs and vendors to collaborate, interact, share success and best practices, as well as key learnings.

I am delighted to be coming back as an expert speaker, and my topic will be The Secret To Thriving and Growing in the MSP Industry

The Secret To Thriving and Growing in the MSP IndustryRunning an IT Solution Provider or Managed Service Provider (MSP) business can sometimes feel a lonely, thankless task.

In between dealing with client support requests and keeping on top of new technology trends, you’ve got the ever looming shadow of cybersecurity breaches, plus making time for all the day-to-day sales, marketing, HR and finance activities.

So, how do you cope with it all and make time to actually grow your MSP business?

In this fast moving session at Global MSP Day 23, I will share my insights for growth, based on my experience of running and selling a managed services business.

At the end of this session, you’ll go away with an understanding of how the top MSP businesses find a way to not only survive, but thrive and grow despite the demands placed on them by our ever-changing industry.

Plus, CompTIA will be highlighting their new cybersecurity programmes. These programmes are designed to help guide MSPs on their journey to achieving cyber resilience.

If you’re still not sure if the event is right for you, then read BarracudaMSP’s blog. This articles contains highlights from last year’s event.

Get Your Ticket for Global MSP Day 2023This year, there are three venues to choose from in the USA.

Plus there’s events happening in Canada, The Netherlands and London!

But if you can’t get away from the office, you can join in the fun with a virtual ticket option.

BarracudaMSP advise that spaces are limited and tickets are going fast!

Therefore, if you want to attend in-person on 1st June, get booked in now!

Are you coming along? What are you most looking forward to? Let me know in the comments!

Will There be a Recording of This Event?The event will be recorded and made available to attendees.

Click here to register for the event and be notified when the replay becomes available.

You Might Also be Interested in* Global MSP Day 2022: Grow Your MSP Without Burning out * Webinar: Working With Your MSP Competition isn’t as Odd as it Sounds * Podcast: What do Mid-Life MSP Owners Need to Know for Better Health and Wellness?

The post Global MSP Day 2023: The Secret To Thriving and Growing in the MSP Industry appeared first on Tubblog: The Hub for MSPs.

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Five Interviews with SuperOps MSP Award WinnersOver the past few weeks, Stephen McCormick and I have been speaking to MSP owners, creative marketers and directors to share their experiences of entering and winning the SuperOps MSP awards, and their best advice for running and growing a successful business.

To mark the end of season five of TubbTalk, we present to you a round-up of those top tips. There are all kinds of things that these IT experts do that you could start doing in your MSP too. You never know – you too could be an award winner!

Jack Peploe – Veterinary IT ServicesJack Peploe runs Veterinary IT Services, and won the MSP Website of the Year Award at the SuperOps MSP awards.

Why Niching Leads to a Successful BusinessJack explains that, after many years in the IT industry, he decided to niche his business about four years ago, now serving veterinary practices of all sizes. “We decided to do something radical, because it was an untapped market.”

He adds: “I saw it as an opportunity. And we realised we had quite a number of different other vets so decided to focus on that, and we’ve exploded in the process, which is great. We understand exactly what they need, and they know we can provide it.”

The Most Common Mistakes MSP Businesses Make With WebsitesOne of the most common things that MSP businesses do is use stock photography on their websites instead of sharing pictures of their team. “It might seem expensive, but professional photos are so important. For example, I appear on our homepage because I’m the front of the business.”

Another mistake Jack sees MSP owners make is to not explain what they do clearly enough. “Don’t use jargon and terminology that your target customers don’t understand. They aren’t IT experts, so saying ‘disaster recovery’ sounds like you save them from earthquakes!”

Listen to Stephen’s full interview with Jack here.

How to Connect With Jack Peploe* Veterinary IT Services * Email Jack * Connect with Jack on LinkedIn * Follow IT Veterinary IT Services on LinkedIn * Like IT Veterinary IT Services on Facebook * Follow IT Veterinary IT Services on Twitter

Mitch Redekopp – Rivercity Technology ServicesMitch Redekopp is CEO of Rivercity Technology Services, an MSP in Canada. They operate on a cybersecurity first approach, while also having a highly experienced software development on hand.

Why Cyber Risk Assessments Help You Have a Successful BusinessMitch explains that for his business, a security-first mindset means that anyone who wants to work with them has to have a cyber risk assessment first. “Before we’ll do any business with anyone, we carry out an assessment.

“We find out what data they’re holding, what kind of personalised, identifiable information they have and any security holes. It’s our job to stay up to date and protect our clients. We don’t want to find a gap later on and damage their trust in us.”

The Challenges of Running an MSPMitch says one of the most challenging things of running an IT business is keeping up with the industry. “It’s not once a year or every couple of years you need to do training. Really, you need to be reading news articles, attending webinars, following experts on social media. And doing so every week.

“If you’re not paying attention, you’re falling behind. It’s a busy industry, and there’s continuous growth happening. It’s also really easy to get caught up in doing too much work yourself, so you have to learn to delegate.”

How to Connect With Mitch Redekopp* Rivercity Technology * Follow Rivercity Technology on LinkedIn * Connect with Mitch on LinkedIn * Follow Rivercity Technology on Twitter * Like Rivercity Technology on Facebook

Listen to Stephen’s full interview with Mitch here.

Sarah Turner – IT BackboneSarah Turner is a creative marketer at IT Backbone. They support cloud migration, infrastructure overhauls and build anything that their clients need.

How a Customer-First Approach Grows a Successful BusinessFor Sarah and IT Backbone, everything comes down to brand values. “If your brand values are not customer first, you can’t fake it. It needs to be inherent and top-down in everything you do across the business.

“I believe that it’s something that needs to be lived every day, but that’s only possible if everybody is living it too. Because we do it, our clients say they trust us and understand their business. We look at the problem and how we help solve it, how they want to approach it and the outcome they’re after. We’re not just selling them stuff.”

Why Overcoming IT Marketing Challenges Leads to a Successful BusinessInterestingly, Sarah’s biggest challenge and greatest success in marketing in the IT industry are the same. “The length of a sales journey to getting a client to sign up. But no business owner goes looking for a new MSP for fun.

“Unfortunately, it’s usually when they have a real pain point, and something that has gone wrong with their existing partner. So companies aren’t necessarily primed to want to hear from you and engage with you.

“But on the other hand, when somebody does engage, it’s really exciting. Or when they respond to your marketing, or let you know that they’ve seen your content and want to arrange a meeting. It’s so rewarding, because we know that the long game is working.”

How to Connect With Sarah Turner* IT Backbone * Follow IT Backbone on Twitter * Follow IT Backbone on LinkedIn * Connect with Sarah on LinkedIn

Listen to Richard’s full interview with Sarah here.

Jack Gray – FOMO Technology LimitedJack Gray is the founder and Managing Director of FOMO Technology Limited, which he runs as a solo MSP. He recently won the “Solo MSP of the Year” award in the recent SuperOps MSP awards.

Overcoming Challenges to Grow a Successful Business as a Solo MSPAs with many other service-based industries, there are only so many hours an MSP can work in a day. “So to grow, you need to hire more staff, work more hours as a business as a whole and wear all the hats”, Jack explains.

“Another big challenge is standardising a set of services, when your clients have different requirements and budgets. That happens often with cybersecurity support. I feel like we’re constantly re-evaluating our stack. Finding suitable staff is an ongoing problem at the moment, too.”

The Obstacles to Business Growth as a Solo MSPOne of the biggest obstacles of growth and expansion is needing to get into the mindset of being a business owner. Because it’s much easier to have a lifestyle business. And to do that you need to let go of things and delegate more.

“Finding the right staff and keeping them busy and incentivised is always a problem. For the most part, we’ve outsourced our NOC and SOC, which has been great. But we need people onsite too. That’s the big step that will take us to growth.”

How to Connect With Jack Gray* Connect with Jack on LinkedIn * Like FOMO Technology on Facebook

Listen to Richard’s full interview with Jack here.

Simon Heath – The Final StepSimon Heath is a director at The Final Step. They’re a long-established MSP based in London, supporting time-poor business owners with a white glove IT service.

How The Culture at The Final Step Helps With Business SuccessSimon says that (founder) Raja has put a lot of thought into questions such as ‘Why are we in business?’ ‘What’s the point of us; are we needed or are we just another MSP?’

Doing so has allowed him to take an organisation-wide approach to helping people fulfil their potential. And this then extends to the wider IT community, partners and even clients.

“So for Raja, it’s about finding ways to be of service. And that sets you up for dealing with people in a significantly different way. We’re big fans of Bob Burg’s Go-Giver parable – it’s not about how much you can get, but how much you can give and help. Clients notice that about us, and that’s how you grow a successful business.”

How the Pandemic Led to Clearer Values and a Really Strong MSP CultureSimon agrees that the pandemic meant that The Final Step did things differently. “However, I wonder how much of it was a change and how much it was a reinforcement of values. It’s relatively easy to be a go-giver in a time of abundance. But when things are tight and difficult, that’s when your values are really put to the test.

“So we looked to see how we could help and support them. We’ve ridden out recessions before, but nothing on that global scale. But this time, we decided to take extra good care of our staff. And to over-communicate, because they were such uncertain times.”

Listen to Richard’s full interview with Simon here.

How to Connect With Simon Heath* The Final Step * Follow The Final Step on LinkedIn * Connect with Simon on LinkedIn * Email Simon * Like The Final Step on Facebook * Follow The Final Step on Twitter

How to Connect With Me* Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk in iTunes * Subscribe, rate and review TubbTalk on Stitcher Radio * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Episode* Book: Marcus Sheridan: They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital Consumer * AI tool: ChatGPT * MSP marketing expert: Paul Green * The Tech Tribe * 7 Figure MSP * Book: Chris Wiser: 16 Strategies You Need To Know To Protect Your Business From Hackers * Book: Janna Dutton: Conversations Over Coffee – Volume 1: Real People, Real Stories, Real Success * Ernest Murry CTO of Genuine Technology Group * Marketing CRM: HubSpot * Design tool: Canva * Online video editor: Invideo * Website heatmap tool: Hotjar * Mel Robbins Podcast * Jay Shetty Podcast * Book: Mel Robbins: The High 5 Habit: Take Control of Your Life with One Simple Habit * Book: Mel Robbins: The 5 Second Rule: The Surprisingly Simple Way to Live, Love, and Speak with Courage: Transform your Life, Work, and Confidence with Everyday Courage, (cover may vary) * Feel Better, Live More podcast * Book: Dr Rangan Chatterjee: Happy Mind, Happy Life: 10 Simple Ways to Feel Great Every Day * Book: Dr Rangan Chatterjee: The 4 Pillar Plan: How to Relax, Eat, Move and Sleep Your Way to a Longer, Healthier Life * Book: Nir Eyal: Indistractable: How to Control Your Attention and Choose Your Life * Book: James Clear: Atomic Habits: the life-changing million-copy #1 bestseller * CompTIA * IT Nation Evolve * Book: Bob Burg: The Go-Giver: A Little Story About a Powerful Business Idea * Gazelle management strategy * Traction management strategy * IT Nation * Kim Scott – Radical Candor * Book: Michael E Gerber: The E-Myth Revisited: Why Most Small Businesses Don’t Work and What to Do About It * Book: L David Marquet: Turn The Ship Around!: A True Story of Turning Followers Into Leaders

You Might Also be Interested in* Podcast: How to Niche Your MSP and Navigate M&As * Video: The Best Cybersecurity Solutions for Today’s SMBs * How Marketing Conferences can Dramatically Improve Your MSP’s Marketing Knowledge * 7 Essential Ways to Strengthen Your MSP’s Backup Offering * How Being a Go-Giver can Increase Your Sales * The Joys of Communication

The post TubbTalk 132: What Every MSP Should Know to Run and Grow a Successful Business appeared first on Tubblog: The Hub for MSPs.

Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones

The 5 Second Rule: Transform your Life, Work, and Confidence with Everyday Courage

Turn the Ship Around!: A True Story of Turning Followers into Leaders

The Four Pillar Plan: How to Relax, Eat, Move and Sleep Your Way to a Longer, Healthier Life

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Free and open source software, or (FOSS), has grown in popularity over the past twenty years as a viable alternative to proprietary software.

For those needs that your vendor partners can’t quite meet, or if you want to be ahead of the curve in implementing a solution one or more of your clients lack, open source software can be the preferred option for managed service providers (MSPs).

The Benefits of Open SourceWhat is open source? According to opensource.com:

“The term ‘open source’ refers to something people can modify and share because its design is publicly accessible.”

There are many open source applications out there already. You may already be using them, sometimes unaware that they’re open source.

Free and open source software means that anyone is free to use, copy, study, change and redistribute it as they see fit. Community sharing is encouraged, which is in contrast to commercial proprietary software which is subject to copyright licencing.

Well-known open source software projects include:

WordPress – a website content manager
Gimp – an image editor
Linux – an operating system
Mozilla Firefox – a web browser

There are a number of benefits to using open source software:

Flexible and agile – instead of waiting for a vendor to develop a capability that you’re lacking in your MSP, you can adopt or develop an open source solution, and easily tailor it to your precise needs.

Efficient implementation – once you’ve identified what you need, you can get started on open source solutions immediately. Existing projects can be easily customised to suit your needs, and deployments are quick and easy.

Regular security updates – with a large community continually improving the code, it means more eyes looking out for vulnerabilities. And while the code is open, anyone can fix any loopholes. That is to say, there is no need to wait for a proprietary developer to spot, develop, test and apply a fix in the next update.

Cost savings – compared to proprietary equivalents, open source solutions are typically much more cost effective for similar capabilities. This gives smaller MSPs a chance to start small and scale if they’re working with limited budgets.

Open Source CommunitiesThe free licence aspect means anyone can use or modify the software, and distribute the original or modified copies without having to pay royalties to previous developers.

Open source communities are self-governing and self-organising. With no-one directly in charge, it’s assumed that if a feature is needed enough, someone will write it and redistribute it – improving on the previous iteration – at least for their needs.

With hundreds of people working on developments and having free access to the source code, they are generally working to improve things all the time, making the software more stable and secure.

Communities like Github and Sourceforge are examples of sites where you can develop and code your own projects, and publish and share them to the community.

Getting Involved in Open Source DevelopmentOne of the best things about being an adopter of open source software is that you are free to modify it yourself, to suit your needs if you want to.

Open source development has much in common with the android DEV community, in that they both push innovation.

Getting involved in developing open source solutions has a number of benefits, besides making the software better and more secure.

Improving your skills – whether that’s coding, analysis or writing
Making friends – your contributions could build friendships with people sharing your interests
Teaching others – asking others for advice in the communities, and paying it forward to others
Build your portfolio – all your contributions help build your reputation in the community

A Guide to Open Source Applications for MSPs in 2023As you may imagine, there are a great number of open source applications out there for MSPs.

To help you, James Steel of Akamai Linode, along with technology experts Tom Lawrence and Jay LaCroix, have created an eBook containing the best open source tools, covering growth, security, productivity, and much more.

The Ultimate 2023 Open Source Tech Stack Guide for MSPs provides all the information about each tool on a single page for easy reference, and explains:

Key features
Pros and cons
Industry sectors
Ease of deployment
What the experts think

You can download your free copy of this brilliant eBook here:
The 2023 Open Source Tech Stack for MSPs

And here are a couple of great examples from the eBook: Invoice Ninja and Zammad

Invoice NinjaInvoice Ninja is an online all-in-one invoicing, payment processing and tracking solution aimed at freelancers, consultants, small businesses, and of course, MSPs.

It’s completely free for up to twenty clients, and comes packed with some useful built-in features.

Invoice Ninja lets you:

Create branded invoices
Customise client portals
Create online payment links
Generate invoices from quotes
Track time and expenses
Automate recurring invoices and payment reminders
Integrate with your CRM software

However, it has its limitations as well. For instance, it doesn’t integrate with third party tax calculation software, and the project planning could be better overall.

Jay LaCroix’s take on Invoice Ninja is: “Invoice Ninja is one of those applications that knocks it so far out of the park that I can’t think of a single reason not to use it. It’s not specific to one sector, so it’s a fit for just about everyone.”

ZammadZammad is a helpdesk and ticketing system which helps MSPs to manage support requests and streamline communication.

It has a simple, easy-to-use interface, enabling MSPs to provide efficient personalised support to their clients, and the community edition is free.

Zammad’s features include:

Unified inbox for emails, chat and social media
Automatic ticket creation and workflow routing
Knowledgebase and self-service portal
Time tracking and SLA management
Customisable reporting dashboards
GDPR and data privacy compliant
Full audit history of all tickets

Despite this, there is limited sales and marketing functionality, and no built-in social media management. Also there is no in-built AI chatbot capability either.

James Steel said of Zammad: “If you’re looking for a ticketing system that has a modern interface, manages inbound email, and has a free community edition available, Zammad should absolutely be on your list for consideration.”

ConclusionThere is a wealth of great open source applications out there, and some of the advantages of selecting open source over proprietary software can make your MSP more efficient, cost-effective and flexible enough to meet the needs of your clients.

Sometimes necessity forces us to seek out open source alternatives, if regular applications don’t quite have the functionality our clients need. With a little tweaking, we can create solid solutions without having to wait for the commercial vendors to catch up.

This eBook from Akamai Linode provides a strong starting point for MSPs who are looking to find out more about the best open source tools on market at the moment.

What’s the best open source tool you use for your business? And have you developed a solution on the back of a open source project to fulfil a need for a client? Please let us know in the comments.

You Might Also Be Interested In* How to Demonstrate Character? Show You Stand for Something * TubbTalk 130: Wearing all the Hats: How to Succeed When You Run a Solo MSP * The MSPs Guide to Modern Cloud Infrastructure

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Get ready to be inspired by today’s guest blogger, Joshua Liberman! Joshua is a true jack-of-all-trades, with a background in mountaineering, martial arts, and photography. He’s written all about using your personal brand to stand out.

He is the President of Net Sciences, a proud member of MSP501, and an ASCII board member. With a passion for writing and public speaking, Joshua shares his knowledge and experiences with others in the tech industry.

He’s also a proud husky owner, and his wife Heidi affectionately calls him the Most Interesting Geek in the World.

You won’t want to miss out on the insights and perspectives he has to share.

Richard Tubb.

Your Personal BrandWe all know that using the same fonts, colours, logo(s), styles, and telling the same story across a range of media over time will build your company’s brand.

We know everything we do, from issuing quotes, to answering the phone, defines our brand. But how do we build our own personal brand and become the interesting character that draws business to us?

The first step is to define what makes you unique. This is analogous to defining your USP (unique selling proposition). It still thrills me to hear “you don’t seem like an IT guy” and indeed, that is not my life. I’ve been a mechanic, worked in oil fields and on pipelines, played guitar, done journalism, and much more.

I am not my job, and you are not yours.

I always include a picture of myself (and our logo) in personal communications and posts. In our marketing I also try to include photos of our facility, staff, and logo, prominently displayed. And we always try to “sign” anything we do to identify it as our work, we do it, such as leaving logo stickers on all equipment. This is great company branding, but let’s get more personal yet.

Getting More PersonalEvery MSP or other IT service provider sells just one thing first, and that is trust. While it is true that small business owners do business with folks they like, when it comes to critical choices for professional services, including accounting and legal services, and IT support, trust is the coin of the realm. Without trust, you cannot build a relationship.

The first step to building that trust is to find a way to build a bond with someone, often over a shared interest. One of the hardest things about the pandemic was the loss of personal contact and the challenges of trying to build initial trust in its absence. For example, how will you know a prospect loves soccer if you cannot see his wall of photos? Finding common ground is everything.

Getting naked (in the Pat Lencioni sense) and presenting our own UPIs (unique personalities and interests) is key here. For me, it’s languages, photography, dogs, and travel. Figure out what your own UPIs are and use them to bridge that initial “trust gulf.” You will not connect with everyone, but you will with those who’ll trust you, which is who we want as clients.

Climb Different RockWhen I started out climbing rock in my twenties, I realised that even an expert crack climber would suffer on granite faces, or delicate slabs. That is without considering how different the same rock is around the world, as anyone that has climbed granite on four continents can tell you. The answer was to climb different rock around the world.

Fight in Different StylesSimilarly, when I first studied judo, and later Shotokan and Tae Kwan Do, I realised that neither were necessarily going to help me defeat Brazilian Jiu Jitsu practitioners, Muay Thai fighters, or even good boxers. Once again, the only answer was to fight a variety of fighters across assorted styles and learn from them all. But carefully.

Take on New Challenges How does this relate to running and MSP and branding yourself? To excel at climbing, fighting, or building a personal brand, the first step is to take on new challenges. Are you nervous about public speaking? Then speak in public often and watch others speak in public, and study them. Climb different rock, study different fighters.

Learn From Peers One of the great shortcuts to achieving proficiency in any craft is to learn from others. To that end, I have chosen to participate in three types of groups. Membership groups such as The ASCII Group, Karl Palachuk’s Small Business Thoughts, and The Tech Tribe are top of the list. Next come peer groups for sharing of challenges, ideas, and commiseration.

Joining partner advisory councils is a way to learn, share, and even direct their decision-making as well, if you get lucky. I have also chosen to embrace writing in the industry, for vendors, peer groups and ChannelPro magazine, primarily. There is a bonus in of this. I get to travel more, makes friends worldwide and “climb different rock” as well.

Become That Interesting PersonIn the end, building your personal brand is about growing not your business, but yourself. You will learn to share and communicate better. You will also learn to identify and run with your own personal strengths.

Are you a good orator? Do you tell stories well? Do you use analogies effectively? Are you funny? Find your strengths and challenge your weaknesses. And unlike traditional business branding, where consistency is critical, personal branding is about growth and change. What could be more fun than this?

Join the Discussion and Share Your Personal Branding TipsQuestion: What’s your biggest challenge when it comes to building a personal brand, and how do you plan to overcome it? We’d love to hear your thoughts and strategies in the comments below.

Leave a comment below or get in touch with Richard or me, Joshua Liberman!

About Joshua LibermanJoshua Liberman is President and founder of Net Sciences, Inc. Founded in 1995, NSI has built managed, and secured hundreds of networks in New Mexico and beyond.

NSI is an MSP 501 winner, and the most security-focused MSP in New Mexico.

A former mountaineer, martial artist, and a lifelong photographer, Joshua has travelled worldwide and speaks several languages. Joshua is an ASCII board member, writes and speaks publicly.

Joshua’s diverse interests range from geopolitics to drinking fine wines. He also raises Siberian Huskies with his wife Heidi.

You Might Also be Interested in:* TubbTalk 92: Why Personal Branding is Important for Standing out in the MSP Community * Mention – Create Alerts for Your Brand * Tubbservatory Round-Up #3 – March 2022

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An Interview with Simon Heath In this episode, Richard talks to Simon Heath, a director at The Final Step. They’re a long-established MSP based in London, supporting time-poor business owners with a white glove IT service. We discuss the importance of having a strong MSP culture, and how to build one. I also recently interviewed Simon’s colleague and founder of the company, Raja Pagadala.

The MSP Culture at The Final StepSimon says that (founder) Raja has put a lot of thought into questions such as ‘Why are we in business?’ ‘What’s the point of us; are we needed or are we just another MSP?’

Doing so has allowed him to take an organisation-wide approach to helping people fulfil their potential. And this then extends to the wider IT community, partners and even clients.

How They Find ClientsLike a lot of companies, The Final Step find that their best source of new business is referrals. Simon explains: “I think it’s because if people enjoy working with you, genuinely derive a lot of value from it and they feel the benefit from it, they’re generous with how they refer.

“It’s nerve-racking to make a referral, you worry that it won’t work out for the other party. It’s not to be taken lightly; it’s how we find a lot of our business. But of course, sales and marketing are also important. For us, we tell our clients stories, so they understand how we help the reach their business goals.”

How the Pandemic Led to Clearer Values and a Really Strong MSP Culture Simon agrees that the pandemic meant that The Final Step did things differently. “However, I wonder how much of it was a change and how much it was a reinforcement of values. It’s relatively easy to be a go-giver in a time of abundance. But when things are tight and difficult, that’s when your values are really put to the test.”

When people were struggling to find household necessities, it would have been easy to keep things to yourself, Ben adds: “But we stayed true to our values. We’re part of a community, and many of our clients were struggling through no fault of their own.

How to Build a Strong MSP CultureSimon says the most important thing to consider is the capacity of the people you have within your organisation – that can be the biggest limiting factor. So you need the right people around you to help you to move forward.

“People decisions are crucial. So look at how you recruit new people. A rigorous process is required, with lots of data points. It’s not enough to go on gut feeling – you need evidence.

“Because if you make the wrong decision, it could be very costly later on. So recruit the right people, and have a great onboarding process so they have a good first impression. This is your opportunity to show them the MSP culture and help them to fit in with it.”

The SuperOps Awards Process The Final Step won the “MSP with the Best Work Culture” award at the recent SuperOps award ceremony. Simon explains that they found the process refreshing. “So you worry about answering all the questions in time for the submission deadline, but it’s also good, because you have the opportunity to look at your culture and see how you’re doing.

“And it also lets you see how far you’ve come. You don’t realise how far you’ve come; how much your business has achieved. It allows you to give yourself a pat on the back, and to benchmark what else you need to do.”

Simon would recommend entering awards to any MSP owner. “It lets you look at your peers and how they represent themselves. And it highlights what else is happening in the industry, and what you should be doing too.”

The Challenges and Successes of Running an MSPSimon admits that not coming from a technical background has been a challenge. “I notice it at peer group events. The MSP owners are former engineers, and they get very excited about technology. And they’re used to jumping in and filling in gaps, because they’ve got that experience.

“It also means that when our technical manager comes with something new, I struggle to understand what it does and why a client would buy it.” But on the other hand, there are some positives to working in the IT space.

“It’s really nice being of service, actually. I do genuinely enjoy that sense of fulfilling organisations’ or people’s potential. Because it’s nice to look back and see that a colleague or client is a better version of themselves because we’ve worked together. I’ve helped them make a transformation, and that’s really satisfying.”

How to Connect With Simon Heath* The Final Step * Follow The Final Step on LinkedIn * Connect with Simon on LinkedIn * Email Simon * Like The Final Step on Facebook * Follow The Final Step on Twitter

Mentioned in This Episode* IT Nation Evolve * Book: Bob Burg: The Go-Giver: A Little Story About a Powerful Business Idea * Gazelle management strategy * Traction management strategy * IT Nation * Kim Scott – Radical Candor * Book: Michael E Gerber: The E-Myth Revisited: Why Most Small Businesses Don’t Work and What to Do About It * Book: L David Marquet: Turn The Ship Around!: A True Story of Turning Followers Into Leaders

You Might Also be Interested in* How Being a Go-Giver can Increase Your Sales * The Joys of Communication * The Culture Creation Canvas – Assess Your Company Culture Visually

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Robust passwords that are hard to break, are the basic table stakes for anyone who manages their private and precious data online.

Coded passwords have been in use for centuries for keeping secrets safe. But today, our passwords are the gatekeepers to our digital lives.

On May 4th 2023 we celebrate World Password Day, where we’re reminded of the importance of these little cyphers in keeping our data safe and secure.

Here, we take the opportunity to remind ourselves why it’s important to use strong passwords. We also look at what to avoid when choosing a password, and what else you can do to keep your files and applications safe from unauthorised access.

What Makes for Good, Robust Passwords?Over the years, passwords have evolved, becoming more complex.

Not only that, but the number of passwords we have for different systems and applications has grown exponentially too. It’s believed that everyone who uses a smartphone or a computer has at least 50 different passwords to remember now. Assuming that people do use a different password for everything, (and we should be), remembering them all can be quite a challenge.

It’s no wonder that many people write these passwords down. Though it’s advised that if you do this, you should keep written crib sheets stored safely under lock and key.

The minimum requirements for most online authentication processes require password combinations of uppercase and lowercase letters, numbers and symbols. And the full string can be ten, or sometimes twelve characters long.

Many applications will suggest a strong password when you register as a user. At which point, you’ll be provided with a seemingly random mix of letters, numbers and symbols. But these can be incredibly difficult to remember (unless you use a password manager – more on that later).

Therefore, if you’re not using a password manager, I’d recommend you use a convention to remember your password.

Three Ways to Make Your Passwords MemorableIf you find managing a large number of passwords quite difficult, I’ve listed three ways to make your passwords easier to remember. Firstly, using mnemonics to help you remember the password, secondly theleetspeak convention, and thirdly, making passwords longer.

Using Mnemonics – Mnemonics are just phrases that are used to determine the order of something. For example, Richard of York Gave Battle in Vain, which determines the order of colours in the rainbow.

Any phrase that is memorable to you can be turned into a mnemonic. You could use song lyrics, book titles, or anything that falls into a memorable order for you. Make a mnemonic too complex, though, and you may end up forgetting your password.

Leetspeak Convention – You could also employ what we used to call ‘l33tspeak’ to insert numbers for letters, as long as the words aren’t too common, and you don’t convert letters to numbers too predictably. Also make sure to not use things that people can associate you with easily.

A list of leet substitutions can be found in the Leet Wikipedia stub.

Make Your Password Longer – Another way to make your passwords harder to guess is to make them longer than the minimum. This makes it harder for hackers that use blunt-force cracking methods to guess your password.

Longer phrases can also make your passwords easier to remember. Before now, I’ve made my passwords the same length as the application it belongs to, and therefore, the password it easier for me to remember.

Ways to Bolster Your Robust PasswordsThe more complex you can make your password, the harder it will be to crack, but there are other measures you should to take to keep your data safe. Here are a couple you should definitely consider:

Password ManagersPassword Managers can hold all of your passwords in one place under one master password. They allow you to save all other passwords you use on your devices and allow you to autofill login details where it suits you.

A number of password managers are available, including: BitWarden, LastPass and 1Password.

Authentication AppsMulti-factor authentication is another way you can make it harder for cybercriminals to access your data.

It’s an extra layer of protection which provides a time-limited code that you have to enter to prove you are who you say you are. If your authenticator is held on a different device, and is accessed using biometrics, face-recognition or a passcode, then it’s another layer cybercriminals have to attempt to replicate.

Some great authenticator apps include: Google Authenticator and Authy.

Password Cliches to AvoidYou may think that the days of password cliches such as ‘password’ or ‘12345’ are long gone, but you’d be surprised.

Anything that could be easily guessed is not a robust password.

Alongside these, passwords to avoid include:

Consecutive letters and numbers (e.g. Qwerty12345, ABCxyz999, etc.)
Pastimes and important years (e.g. Engl4nd1966, StarWars1977, etc.)
Family or Pet Names and D.O.Bs. (JamieBoy280612, Twinklecat2019)

Always make sure you change the default password on your wi-fi router as well. Many are set as default to ‘Admin’, and therefore it can be very easy to access your network if you don’t change it to something stronger.

Any password that contains something that can be easily guessed from looking at your online presence, should not be used. For instance, favourite bands or movies, sports teams you follow or anything you take pride in.

Hackers can get your personal preference data from online quizzes, such as those that can tell you which ‘Game of Thrones House’ you’re most suited to. So, avoid them at all cost.

Timeline of the Modern Digital Password* 1961 – Massachusetts Institute of Technology creates the first password so multiple users can access the same computer system * 1976 – Enciphered user passwords using public key cryptography is created * 1979 – A study into weak passwords that can be easily guessed is produced by Robert Morris and Ken Thompson * 1986 – The first two-factor authentication is developed and adopted * 2003 – Bill Burr of the National Institute of Standards and Technology (NIST) proposes more complex combinations adding symbols to letter and number combinations

World Password Day 2023The first World Password Day took place on Thursday 5th May 2016. It was created by technology firm Intel, to promote better password habits, and based on an idea by security researcher Mark Burnett.

Those who wish to take part are encouraged to pledge their support on social media using the hashtag #WorldPasswordDay.

Ways you can observe World Password Day include:

Change an old password to a long, strong one
Turn on two-factor authentication for your important accounts
Password protect your wireless router
Don’t store passwords on your computer or phone
Log off when you’re done with a program
Periodically remove temporary internet files

What Are You Doing for World Password Day?How regularly to do force your clients to set new, or more robust passwords?

And what’s the worst password you’ve ever seen for a highly sensitive system?

Please let us know in the comments how you’ll be observing World Password Day.

You Might Also Be Interested In* Creating a More Sustainable MSP – Why the Benefits are More Than Just Ethical * TubbTalk 128: Why a Cybersecurity First Mentality Keeps MSPs on Top of Cyber Trends * ChatGPT & How to Secure Your Business Against AI-Supercharged Ransomware

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Tubbservatory Round-Up – Tools and Resources for Your MSPEach week, Richard throws a spotlight on five resources Managed Service Provider (MSP) business owners should take note of in the IT industry. The Tubbservatory is a weekly video broadcast featuring useful articles, podcasts and events that bring value to IT business owners. Tubbservatory Round-Up #16 – April 2023 is a recap of all of the Tubbservatory episodes made during the month of April.

And, it’s all edited together for you to watch at your convenience. The items are summarised below, with links to the resources mentioned in the video at the end of this article.

This month’s topics include: Cybersecurity, Automation, Integration, Email Security, Marketing and Building a Personal Brand.

Tubbservatory: The April 2023 Round-Up VideoTubbservatory Round-Up #16: April – Week 1#1 Mastering the Top 5 Microsoft 365 Security Scenarios In a recent poll, 90% of MSPs cited Microsoft 365 security as the biggest untapped opportunity for growth in 2023. Therefore, a webinar that caught my eye was Mastering the Top 5 Microsoft 365 Security Scenarios from SkyKick.

It took place on Wed 12th April, run as a workshop-style webinar for MSPs to understand how to deliver M365 security scenarios confidently and effectively.

#2 Barracuda MSP 2023 Email Security TrendsAnd talking of email, email remains a top target for cybercriminals. So the 2023 email security trends report by Barracuda MSP in conjunction with analysts Vanson Bourne, provides MSPs with some great intel.

The report features insights into the latest email attack trends and impact, the cost of an email security breach and the role advanced email security.

Definitely a download of interest to MSPs!

#3 It’s A Numbers Game by the MSP Finance TeamA podcast that caught my ear this week is “It’s a Numbers Game” by MSP experts Daniel Welling and Adam Morris.

In this podcast series, MSP business owners will learn the fundamental steps, the tips and tricks, the dos and don’ts to achieve MSP financial growth.

#4 Revenue Stack: The 4 Tools Every MSP Needs to Manage Their PipelineAnd talking of money, MSP expert Ben Spector has written a great article about the Revenue Stack: The 4 Tools Every MSP Needs to Manage Their Pipeline. Spector describes how MSPs should focus on a Marketing CRM, Sales CRM, PSA and Accounting package.

#5 ManageEngine UserConf 2023And finally, the ManageEngine UserConf 2023 takes place in Chicago, IL on May 9th-10th, and Toronto, Canada on May 17th-18th 2023.

If you believe in delivering a consistent employee experience without compromising on security, then this is a conference you should not miss. Attendees can learn everything about the new era of digital transformation.

Tubbservatory Round-Up #16: April – Week 2#1 Pax8 AcademyThe Pax8 Academy provides MSPs with an extensive library of free, on-demand content and paid instructor-led courses.

If you’re not already a Pax8 partner, then this new Academy adds so much value that it makes it a no-brainer to choose Pax8 to work with.

#2 MSP Success – Habits to Stand Out From the CompetitionWhat habits are IT Solution Providers and Managed Service Providers (MSPs) using to stand above their competitors? I offer some advice in a guest article I’ve written for Domotz. For instance, does your MSP business use Engineering Floorwalks?

3 Managing Client Subscriptions is Now a Breeze!And talking of SuperOps, did you know that SuperOps offer an integration with Pax8 for managing client subscriptions?

Thanks to the integration, all your subscriptions are imported into your PSA, which means that all your MSP’s offerings are brought together in one place.

In short, you can integrate SuperOps.ai with Pax8 to drive your subscription management on autopilot.

#4 Quitting Has A Bad NameQuitting has a bad name, so writes MSP legend Karl Palachuk in his latest Relax, Focus, Succeed article.

The process of trimming – quitting something important – is rarely easy. It can be almost heart-breaking. But it’s a necessary part of growth, writes Palachuk.

#5 Kaseya Connect Global 2023

And finally, many of the top names in Managed Services will be headed to Las Vegas for Kaseya Connect Global from April 24th-27th 2023.

With over 100 sessions to attend, networking and celebrity keynotes, the event promises to be a huge one for MSPs.

Tubbservatory Round-Up #16: April – Week 4#1 Augmentt Free Community ToolsMSPs, if you ever find yourself having to deal with old fashioned email alerts, then this free community tool from Augmentt is for you!

Augmentt’s Email Alerting & Notification Console helps you centrally monitor and escalate email-based alerts. You can monitor, categorise and escalate actionable email-based alerts and notifications from your critical applications and systems.

And did I mention the tool is free?

#2 Struggle to Build Your Personal Brand?Bradley Munday and Jason Kemsley of Uptime Solutions hosted me to talk personal branding for entrepreneurs, and the results were eye-opening.

For instance, you may have a personal brand already and not even know it!

If you’re an entrepreneur, then I’d highly recommend you watch this video for some valuable insights.

#3 MSP Initiative – MSP Community MindsA new MSP community that caught my eye is MSP Community Minds, part of the MSP Initiative.

The Community Minds series aims to bring in experts in:

Leadership
Finance
Operations
Human Resources
Sales and Marketing

to provide hands-on sessions in each discipline of business operations.

Those that attend will be provided education providing them actionable steps to implement and improve their business – both live and when they return to their daily jobs.

#4 Lifecycle InsightsA platform that I’ve heard a lot of MSPs talking about recently is Lifecycle Insights.

Insights offers to help MSPs with delivering real (not complex) QBRs, real fast, consolidate warranty look-ups, asset lifecycle management and vCIO reporting tool all in one, and link risk assessments and assets to build projects, roadmaps and budget forecasts.

Lifecycle Insights appears to be a powerful tool that many progressive MSPs are speaking highly of.

#5 N-Able Hosts Empower Prague 2023And finally, May 9th-11th sees Empower 2023 in Prague, in the Czech Republic.

Hosted by N-Able, Empower 2023 is set to be an intimate, hands-on, multi-day event attended by N-Able partners, industry leaders, and exciting guests.

Links to the Resources Mentioned in this Round-Up

From Week 11. Mastering the Top 5 Microsoft 365 Security Scenarios 2. Barracuda MSP 2023 email security trends 3. It’s A Numbers Game By The MSP Finance Team 4. Revenue Stack: The 4 Tools Every MSP Needs to Manage Their Pipeline 5. ManageEngine UserConf 2023

Mentioned in Week 21. Pax8 Academy 2. MSP Success – Habits to stand out from the competition MSP Success – Habits to stand out from the competition 3. Generate More Leads, The Power of Portability, Maximizing Your Cloud Spend and More… 4. Invoice Management for Managed Service Providers: A Complete Guide | Zomentum 5. The Security Event For The European IT Channel

Week 31. Acronis #CyberFit Academy 2. The 3 phases of effectively onboarding a new MSP client 3. Managing client subscriptions is now a breeze! 4. Quitting Has A Bad Name 5. Kaseya Connect Global 2023

And Week 41. Augmentt Free Community Tools 2. Want to build your personal brand but find doing so a challenge? 3. MSP Initiative – MSP Community Minds 4. Lifecycle Insights 5. N-Able Hosts Empower Prague 2023

How You Can HelpThat’s all from the Tubbservatory Round-Up #16!

Are there any particularly valuable tools or resources that you’ve discovered recently?

We’d love to hear about them in the comments!

You Might Also be Interested in* 7 Essential Ways to Strengthen Your MSP’s Backup Offering * TubbTalk 127: The MSP Business Benefits of Having a Niche and a Stand-Out Website * Applying an Adventurous Mindset in Life and Work for Robust Mental Fitness

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Steve’s Tribal Dispatches #1 – Apr 2023The Tech Tribe is a paid, members-only, online community for MSPs that is filled with some amazing resources for its members.

In this short series, I, Stephen McCormick, will be taking a look at some of these resources. Reporting back on the best The Tech Tribe has to offer, so that you can see what’s available to you, should you become a member.

In this month’s dispatches, I mention Growably, Tribal Website Reviews and the MSP Agreement Auto-Increase Email Template.

Featured Resource: Growably: Marketing & Sales Automation Platform for MSPsAs part of my Tribal Dispatches, I’ll highlight a featured resource in the Tribe that many will find useful. In this edition, I’ve chosen Growably.

This is arguably one of the best benefits of becoming a member of The Tech Tribe.

Growably is an all-in-one Sales & Marketing Automation platform for MSPs. If you’re lacking an adequate website, or you’re social marketing engine is non-existent, then this could be just what you need.

The platform includes a website/landing page builder, an email and SMS marketing suite, a sales CRM, a website chat widget and a social media posting tool. Everything you need to build a marketing engine and sales pipeline workflow for your MSP!

Features included in Growably include:

CRM & pipeline management
Unlimited sales funnels
Website development
Surveys & forms
Email marketing
2-Way SMS marketing
Appointment system
Workflow automation
Social media marketing
Mobile app

It integrates with Twilio and there’s a WordPress plugin available for it too!

This is a great tool, with lots of functionality, and it’s completely free to Tech Tribe members!

Furthermore, to make it easier to get started, there are some great detailed guides to help you find your feet.

As well as regular training sessions and Q+A’s provided by Tribal Elder, Andrew Moon (TheOrangeNomad).

From the Tribal LibraryThe Tribal Library is an area of the Tribe where you can quickly access templates, videos, reviews and other tools.

This month, I took a look at the Tribal Website Reviews and the email template: Notice of MSP Agreement Auto-Increase

Tribal Website ReviewsEach month, members of the Tribe may submit details of their website via a form. Then, one entry is then picked for a comprehensive review by Wingman Marketing‘s Mark Copeman.

Mark makes a 20-30min video where he makes recommendations on how that website can be improved, which is then shared with the rest of the Tribe.

The idea is that, from his reviews, members can apply Mark’s advice to their own websites.

Suggestions for improvement usually touch upon things like:

Strong calls to action (CTAs)
How user-friendly it is to navigate
General website performance
Use of social proof (or lack of)

Email Template: Notice of MSP Agreement Auto-IncreaseThere are a great many useful email templates in the Tribal Library. However, this one is definitely a handy template to have at hand when you have a client due for an anniversary uplift.

The annual price increase email you send to your clients can be a source of anxiety for some MSP owners. Many dread the thought of pushback, but it shouldn’t stop you. You should, at the very least, be raising your prices annually in line with inflation.

Even if you don’t use the template verbatim, it’s a strong foundation upon which you can formulate your own auto-increase notice.

Tribal Dispatch Hot TopicsThe Community Forums are where members of the Tribe can post and comment on topics that are relevant to them.

Members are encouraged to ask any questions they have here, while helping others who are seeking answers.

This can be anything from advice on how to cultivate a prospects list, to help in choosing an insurance provider.

Some of this month’s featured hot topics were:

How do you respond when a prospect or lead says your price is higher than your competitors?
What to do if your primary vendor is compromised and your MSP goes down with the ship?
How to rekindle the relationship when a prospect stops responding
RMM tool recommendations for a fledgling MSP

Local Gatherings of The Tech TribeEach month there are regular local gatherings of The Tech Tribe. And you don’t even have to be a member to attend them!

Congratulations to Michelle Coombes who recently started a new local gathering in South Birmingham. These gatherings take place at Shirley Golf Club, Solihull, in the West Midlands, happening on the third Wednesday of every month.

You can find out where your local Tech Tribe gathering is, as well as who to contact about attending, here.

These are great peer groups that are free to attend, and are well worth your time.

Thinking of Becoming a Member?Liked what you saw in this month’s Tribal Dispatches, and want to find out more?

Click here for more information and a 40% discount code!

Tribal Dispatches Final WordThis was just a taster of what to expect should you become a member of The Tech Tribe.

Look out for next month’s Tribal Dispatches, where I’ll be reporting on more of the benefits of joining this great community.

Are you already a member of the Tribe? What do you think is the best thing about being part of the community? We’d love to hear from you in the comments.

You Might Also Be Interested In* TubbTalk 71: How to Be a Helpdesk Super Hero * The Tech Tribe Midlands Meeting * Why Business Networking is a Powerful Tool for Techs

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For today’s article, I’m honoured to be handing over the blog to one of my business heroes, Bob Burg. He talks in this article about what character means in business.

Bob is the co-author (alongside John David Mann) of the best-selling book, The Go-Giver: A Little Story About A Powerful Business Idea.

The Go-Giver is a book I consider one of my top-three life-changing reads. It is also the book I gift most often to other people. I’d highly recommend you read it.

After you’ve read Bob’s article, I’d also recommend you listen to my TubbTalk Podcast interview with Bob where we talk about How Being a Go-Giver Can Increase Your Sales.

Richard Tubb.

The Importance of Principles in Business “Those are my principles. And, if you don’t like them…I have others.”~Groucho Marx

The above line by one of our greatest comedians is, unfortunately, a bit too real. While we tend to see this manifest most commonly in politicians who will say just about anything in order to get elected or re-elected, far too many in business do the same thing.

Understanding a Person’s CharacterA person’s character is their defining quality. Perhaps, more accurately, it’s the sum total of all their qualities. It’s…who they are.

It can accurately be said that when you really understand a person’s character, you can predict their major decisions.

Why? Because you know where they stand. And you know that they stand for something! They are predictable.In this case, a good predictable.

While the media gives significantly greater attention to those whose principles are along the line of Groucho’s above persona, fortunately there are many more whose principles — based on high character — are indeed immutable.

One such man I’m reminded of is John Allison.

John Allison: A Man of Character Based LeadershipMr. Allison, the former Chairman & CEO of Branch Banking & Trust Company (BB&T), grew one of the most profitable banks in the country. It was also one of the few banks that did not involve itself in sub-prime lending in the decade leading up to the 2008 financial meltdown, writing only conventional mortgages.

Mr. Allison understood the unholy alliance between Washington, DC and many of the banks. And, being that this was contrary to the principles upon which he and his bank stood (making their profit through providing value to their clients), the decision to forgo the countless “easy millions” being made by his peers was a no-brainer.

Of course, when things came crashing down, his bank was left standing tall; both in profitability and in reputation.

Mr. Allison was a character-based leader. As a result his team members gladly followed him, as did his customers.

John Allison stood for something. After all, that’s what people of character do.

I know that you are the same way.

You might also find it useful to read Richard’s article, How Being a Go-Giver Can Increase Your Sales – TubbTalk #43!

Ready to Stand for Something and Show Your Character?Question: What principles do you stand for, and how do they guide your decisions and actions in both your personal and professional life?

Leave a comment below or get in touch with Richard or me, Bob Burg!

About Bob BurgBob Burg is the co-author (with John David Mann) of the best-selling book, The Go-Giver, a Wall Street Journal and BusinessWeek Bestseller.

Bob’s Go-Giver book has sold well over 1 million copies and been translated into 30 languages.

It was rated #10 on Inc. Magazine’s list of the Most Motivational Books Ever Written.

Further, The Go-Giver was featured on HubSpot’s 20 Most Highly Rated Sales Books of All Time.

In The Go-Giver, Bob shares how a subtle shift in focus is not only a more uplifting and fulfilling way of conducting business but the most financially profitable way as well.

For 30 years, Bob has helped companies, sales leaders, and their teams to more effectively communicate their value, sell at higher prices with less resistance, and grow their businesses based on Endless Referrals.

If you’d like to receive regular ideas, tips and wisdom from Bob, then sign-up for the Daily Impact email.

You Might Also be Interested in:* The benefits of learning how to Up-Serve your clients * How IT Companies can Sell Themselves Better – TubbTalk #20 * How to get a grip on your small business finances with a Weekly Financial Report

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The Go-Giver: A Little Story About a Powerful Business Idea

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An Interview With Jack GrayJack Gray is the founder and Managing Director of FOMO Technology Limited, which he runs as a solo MSP. Jack recently won the “Solo MSP of the Year” award in the recent SuperOps MSP awards.

It’s a Northern Ireland based IT support and services company and Jack has over two decades of experience in the industry. He’s committed to providing businesses in the region affordable, customised, and personal IT support.

The SuperOps Awards ProcessJack says FOMO Technologies has a streamlined IT system in place . He’s thorough with every project he works on, making sure it’s completed properly and to the client’s satisfaction. He works hard to build a good rapport with clients: “Communication is really key.”

He found out about the awards by accident: “I’m in a ‘pod group’ with some like-minded MSPs I met in The Tech Tribe. We have regular calls, and someone mentioned the awards. And he shared the link, I filled in the form and sent it off. It was fairly easy to do.”

What the Win Means for a Solo MSP BusinessJack admits that the win came as a bit of a shock, but he’s very grateful for it. “It’s immense, and highlights what we like doing on a daily basis in terms of providing the best possible IT service that our clients deserve.”

Another benefit of the win is reaching a new audience, and having an accolade to put front and centre on social media. When you’re a solo MSP, your marketing budget is small. So this is a great piece of PR to share everywhere.

The Challenges and Successes in Running a Solo MSPAs with many other service-based industries, there are only so many hours an MSP can work in a day. “So to grow, you need to hire more staff and work more hours as a business as a whole.

But on the positive side, the variety of the work makes running an MSP enjoyable. “One day is not the same as the next. And because I wear multiple hats, I cover lots of different roles.”

What’s Next for the IT IndustryFirstly, Jack says that the fight against cybercrime and staying ahead of ever-more sophisticated techniques is a focus. Second, educating clients about the risk they face, and helping them understand that it’s when, not if, you’re attacked.

“I think that cloud growth will continue to grow, so clients will need support with that. And with so many distributed workforces, remote working is here to stay.” Forward-thinking MSPs should bear all of those in mind!

Jack’s Advice to New Solo MSP Owners“Some days you feel like you’re the statue and your clients are the pigeons!” says Jack! “But remember that your clients don’t understand what it is you do for them. Many of them don’t really know what IT is in their business.

“Try to add value wherever possible. Educate your clients as best you can in a language that they can understand, and they will appreciate your time and effort as a result. Just stick at it.”

How to Connect With Jack Gray* Connect with Jack on Twitter * Like FOMO Technology on Facebook

Mentioned in This Episode* CompTIA * The Tech Tribe

You Might Also be Interested in* Podcast: Why a Cybersecurity-First Service Mentality Keeps MSPs on Top of Cyber Trends * How to Future-Proof Your MSP: Inspiring Highlights From SuperSummit Live 2023 * 7 Essential Ways to Strengthen Your MSP’s Backup Offering

The post TubbTalk 130: Wearing all the Hats: How to Succeed When You Run a Solo MSP Business appeared first on Tubblog: The Hub for MSPs.

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“It’s not easy being green!” And yet, in today’s climate, we have an ethical responsibility to run an environmentally-friendly, sustainable MSP (managed service provider) business, as best we can.

However, beware of greenwashing. This is the practice of making unsubstantiated claims that your business is environmentally-friendly, when in fact, it’s not.

In this article, we take a look at ways you can make your business greener: explaining the benefits of doing so, and what to avoid.

We Should All Be Greener and More Sustainable. Why Aren’t We?As we all know, wanting to be more sustainable MSP and putting sustainability plans into practice are two very different things.

Small and medium-sized enterprises (SMEs) need to understand that being sustainable is for everyone, not just the big multi-nationals.

According to a report by the IBM Institute for Business Value, 86% of the companies they surveyed who put sustainability as one of their top 3 priorities had a sustainability strategy. But of those, only 35% had put that strategy into practice.

Challenge 1: Lack of Money to Implement Sustainability Practices

Making any type of change to your business often requires some investment to implement. When changing suppliers, systems and even stationery, there is some form of capital cost to your business.

There’s also a risk from market forces, as well as other factors. Do you really want to be spending more when there’s a looming recession, an impending banking crisis and the threat of cyberattacks on the increase?

It’s so easy to say, “We’ll put our green strategy into practice when the economy stabilises…”

This ‘fear of the financial unknown’ is why some companies are still waiting to make the transition.

Challenge 2: Lack of Time/Low Priority to Implement

Being an MSP business owner keeps you busy enough as it is. You focus your time on delivering quality services for your customers, marketing for new business and making sure you’re compliant for tax and insurance. And ensure that your accounting and payroll are all up to date!

As an MSP business owner, you’ve probably got a long list of things to do. And so it’s understandable if developing a more sustainable MSP is probably quite low on that list.

Challenge 3: Employee Pushback

Implementing new initiatives, even if they’re with the best of intentions, can seem like ‘extra work’ for your employees.

It’s not just about making those sustainable changes to your business, but in proving that you are sustainable through metrics and compliance reports. They way to pitch this to your staff is to see these changes as an opportunity to raise a positive culture together.

Challenge 4: Greenwashing

Believing that customers or staff will think you’re greenwashing is cited as a reason why some small businesses won’t focus on sustainable practices in their business. Even though it’s the businesses that are lying about, or embellishing their sustainability to their audiences, that are guilty of greenwashing.

Alongside these separate challenges, there also seems to be a lack of cohesion in delivery too.

Help in Tackling these ChallengesDespite the challenges, there are some helpful resources out there to make transitioning to a more environmentally-friendly business much easier.

There is help for small businesses that are looking to become sustainable. Quite a few banks in the UK offer ‘green loans’ for businesses. In addition, many local authorities may offer grants to undertake sustainability transformation projects
Download a sustainability checklist for your business. A good one can be found at smallbusiness.co.uk
Ask your vendor partners to provide a sustainability report for you. If you can prove you’re using partners who are committed to a cleaner/greener future, this will help you achieve your sustainability goals
Ask your peers at peer group meetings what they are doing to ensure sustainability. You’re likely not the only one at the meeting committing to a more sustainable business, and others may be able to guide you on your next steps
Set up a report to help you track your goals for achieving a greener business

This is not an exhaustive list, but just a few ideas to get you started!

Carbon Neutral vs. Net ZeroTo be carbon neutral means to offset the same amount of CO2 that a business generating, by removing it elsewhere.

While net zero means to remove an equal amount of all greenhouse gasses (GHGs) (which includes carbon dioxide) to what your organisation produces.

The aggregated pollutant emissions figure that an organisation and its supply chain produces is known as its carbon footprint.

SMEs can find out what their carbon footprint is by entering their emissions data into an online calculator. The Carbon Trust have a calculator that works it out from your company’s yearly fuel, energy and greenhouse gas top-ups.

What Does a Sustainable MSP Look Like?There are many buzzwords that you hear when talking about businesses that have ‘gone green’.

There are two fundamental ways in which any business can become greener.

By reducing their waste output
By reducing the energy they use (or by offsetting carbon or greenhouse gasses elsewhere)

You can buy carbon offsets if you find reducing waste and energy too difficult. If you go down this route, make sure to check the projects that your donation is being invested in and that they have a legitimate third-party certification.

Some reputable carbon offset organisations, include:

Cool Effect
Earthly
Nori
Carbon Neutral Britain

Additionally, there are other business practices that can make the difference when deciding to become more environmentally-friendly.

Encouraging car-pooling or allowing more staff to work from home, saving on commuter CO2
Going paperless, and using refillable water bottles
Choosing local suppliers for goods and services

Greenbiz has a great article highlighting 11 ways for small businesses to become more ecofriendly.

For IT businesses, one of the biggest energy consumers are local servers that store networks and data. Cloud computing solutions are generally seen as greener because they have lower emissions and power consumption overall. They require fewer engineers to manage, and are more efficient storage solutions too.

And don’t forget that there is an opportunity as a managed service provider to provide carbon-accounting-as-a-service to your clients. Scandinavian firm Normative.io is one such platform that provides this.

The Benefits of Going Green (Besides the Obvious Altruism)Though sustainability for its own sake is a worthy pursuit in itself, there are other reasons you might want to consider a more environmentally friendly approach to running your MSP.

Reducing Waste Will Reduce Your CostsWaste is bad for the environment for two reasons. Waste pollutes if it goes to landfill, and it has a carbon cost when it is processed.

Crucially to you, as a business owner, you’ll save on your bottom line if you’re more cautious about how much you order in – think about packaging stationery and other items come in.

Attracting New Talent to Your Sustainable MSPAccording to business media brand Fast Company, nearly 40% of millennials have taken a job because of company sustainability.

With the struggles that are happening around recruiting talent at the moment, being competitive and sustainable might be just what’s needed to give your company the edge.

It demonstrates just how much younger generations care about the future of the environment. And therefore, it’s reflected in the choices they make.

Proven Sustainability is Great for Your Business MarketingThe way we perceive sustainability has become very important for consumers and partners in recent years.

“66% of consumers would spend more on a product if it came from a sustainable brand”. This is according to a study carried out by Nielsen IQ Partner Network.

There is a greater respect for companies and individuals who can show real sustainability in their operations. Therefore, it’s a big draw for your target audience if you’re able to demonstrate your green credentials.

The positive engagement you get when focusing your digital marketing strategies on sustainability creates social proof for your audiences.

Likewise, a sustainability transformation story is a great draw for local press. It’s just the sort of publicity that can raise your profile to greater heights, hopefully leading to more sales opportunities.

Sustainability benefits to businesses were highlighted in a keynote given by Dan Scott of ConnectWise at the CompTIA Community event in Manchester in April 2022. He said, “By going carbon free, net zero or paperless, you’re saying to your potential partners that you care about sustainability.”

Don’t Fall into the Greenwashing TrapIf you make false claims on sustainability in your business, you are, in fact, greenwashing.

It might not always be immediately apparent that you’re doing it. After all, and with the best of intentions, you might not fully realise that you’re claiming to be a sustainable company when you’re not.

To avoid greenwashing:

Make sure your messages are not misleading
Have data to back up your claims
Don’t exaggerate your plans to become more sustainable
Make your claims easy to understand and not open to interpretation

If you’re found to be greenwashing, the bad PR can have a massively negative impact on your business.

Always ensure your reporting tools are providing accurate data, and that you meet any and all compliance regulations before stating your facts.

ConclusionSustainability is achievable if you’re willing to invest the time and effort. It can even save you money if done right, and attract more business and better talent.

Make sure you’re not cutting any corners before marketing yourself as a sustainable MSP business, though. The reputational damage if you’re found to be greenwashing could be devastating.

Before you start your sustainability journey, take a look at the resources available to you. Get buy-in from your employees and stakeholders. Ask your peers for guidance and see what financial assistance may be available to you.

Are you looking to steer your business into become more sustainable? Or have you found some great resources that you think might help others on their path to sustainability? Please let us know in the comments.

Mentioned in This Article* IBM Institute for Business Value: Sustainability as a Transformation Catalyst * Know ESG: Top 5 Challenges for SMEs * Carbon Accounting software Normative.io * 11 Ways Small Businesses can Become More Eco-Friendly * Fast Company: Millennials Would Earn Less to Work at a Sustainable Company * Forbes: Why Corporate Strategies Should be Focused on Sustainability * CompTIA UK&I Community Meeting: Manchester April 2022

You Might Also Be Interested In* How to Address Quiet Quitting to Engage Staff in Your IT Business * TubbTalk 117: How to Grow Your Business in an MSP Community Like IT Nation * National Clean Your Virtual Desktop Day: A Chance to Organise

The post Creating a More Sustainable MSP – Why the Benefits are More Than Just Ethical appeared first on Tubblog: The Hub for MSPs.

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An Interview With Sarah Turner Sarah Turner is a creative marketer at IT Backbone. They support cloud migration, infrastructure overhauls and build anything that their clients need.

A data-led decision-maker, she was part of the team that helped IT Backbone win the “Most Innovative Marketing and Sales Campaign” category of the MSP awards, hosted by SuperOps.

The Winning Marketing StrategySarah explained that she and her team had put together a multi-pronged marketing campaign, which combined direct mail, emails and phone calls. “We also introduced video to the process, so we could make the follow-ups really personalised.

“For instance, if someone had a meeting scheduled that didn’t go ahead, we wanted to know why. Sending a video message can help them to reply. I want us to stand out from the businesses who approach marketing more broadly – they throw things together to see what sticks.”

“We really focus on the customer journey, so when I put together our submission, I wanted to come up with a visual way of showing what we did. A written summary wasn’t going to be interesting enough. So I made a video that showed our story.

“Part of the campaign was to send out slide decks with personalised information, which clients loved so much that they shared them on social media. I included some of those in my video. I thought it was helpful to show the campaign and the feedback, along with our results and learnings.”

What a Customer First Approach Looks LikeFor Sarah and IT Backbone, everything comes down to brand values. “If your brand values are not customer first, you can’t fake it. It needs to be inherent and top-down in everything you do across the business.

Tools to Run and Measure a Marketing CampaignSarah shared just some of the tools she uses for her marketing campaigns, including HubSpot, which serves as their CRM. She adds that it’s great for reporting, and lets you establish trends and see where touchpoints are working.

“I use Canva a lot, particularly to make visuals that I want to share with the rest of the business where I don’t need to go into so much detail. One example is our marketing roadmaps, which are one-page guides with easy-to-understand overviews. So for example, I produced our marketing roadmaps in Canva. And I used InVideo for our award submission.

Sarah explains that as she’s data led, it’s important for her to understand and interpret that data. “I tend to make decisions using both qualitative and quantitative data. That lets me really evaluate the success or failure of a campaign, and why things worked.

“We use a tool called Hot Jar – you put some code onto a landing page which then records user behaviour on that page. It gives you heatmaps of where the mouse went. And it measures rage clicks!”

The SuperOps Awards ProcessSarah says she’s a big fan of the SuperOps content, because it’s valuable, not salesy. It’s easier to warm to a brand, she says, when you feel like there’s a real person creating content.

She saw the MSP awards mentioned on LinkedIn, and found the application process easy. “I wanted to appeal to the judging panel and stand out. And because the category included examples of innovation, it made sense to create a video rather than a written document.”

One benefit of winning the award is that it shows the company that they’re doing well and on the right track. “It’s great to have that recognition from such prestigious people in the industry. And it’s real validation that what we do works and is something to be proud of.”

The Challenges and Successes of Marketing in IT Interestingly, Sarah’s biggest challenge and greatest success in marketing in the IT industry are the same. “The length of a sales journey to getting a client to sign up. But no business owner goes looking for a new MSP for fun.

Where MSPs go Wrong with Marketing A very easy and common mistake is not marketing for long enough. Sarah says that an MSP might have a campaign that doesn’t seem to generate any leads, or enough to make it worthwhile.

“So the temptation is just to stop the campaign. But it doesn’t mean that it hasn’t worked, it just hasn’t worked yet. At that point you want to switch to something else, but you’re better off persevering.

“Re-evaluate your goals and targets for the campaign, and just keep it going. Why? Because you never know when somebody is going to read your content at the right time and get in touch.”

How to Connect With Sarah Turner* IT Backbone * Follow IT Backbone on Twitter * Follow IT Backbone on LinkedIn * Connect with Sarah on LinkedIn

Mentioned in This Episode* Marketing CRM: HubSpot * Design tool: Canva * Online video editor: Invideo * Website heatmap tool: Hotjar * Mel Robbins Podcast * Jay Shetty Podcast * Book: Mel Robbins: The High 5 Habit: Take Control of Your Life with One Simple Habit * Book: Mel Robbins: The 5 Second Rule: The Surprisingly Simple Way to Live, Love, and Speak with Courage: Transform your Life, Work, and Confidence with Everyday Courage, (cover may vary) * Feel Better, Live More podcast * Book: Dr Rangan Chatterjee: Happy Mind, Happy Life: 10 Simple Ways to Feel Great Every Day * Book: Dr Rangan Chatterjee: The 4 Pillar Plan: How to Relax, Eat, Move and Sleep Your Way to a Longer, Healthier Life * Book: Nir Eyal: Indistractable: How to Control Your Attention and Choose Your Life * Book: James Clear: Atomic Habits: the life-changing million-copy #1 bestseller

You Might Also be Interested in* How Marketing Conferences can Dramatically Improve Your MSP’s Marketing Knowledge * Podcast: How To Accelerate Your MSP Sales for Business Growth * How Video Marketing Boosts Your IT Sales Reach

The post TubbTalk 129: How an MSP Wins At Marketing in The Real World appeared first on Tubblog: The Hub for MSPs.

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For this article, I’m handing over to guest blogger Suzanne Rice. Suzanne is the Director of Computer Troubleshooters Tonbridge, an IT support department, there to help your business with all of its computer needs.

Business networking is not the natural habitat for techs who much prefer to stay in the backroom and communicate via email. But I have bravely ventured out into the world of networking!

So, here are my thoughts on why you should give it a go, and suggestions for making it a success.

Firstly – now more than ever since Lockdown – it is vital to show that you are still trading by being visible.

Indeed, meeting business-people face-to-face contributes to the 16 touches required by prospective customers before they make their buying decision.

How Should You Approach Networking to get the Best Results for Your Business?In a nutshell, think about how you would like other people to approach you. Networking is about making connections, not about selling. No-one likes to be sold to or lectured and you will soon get a reputation as a hunter if you persist in this behaviour.

You may feel shy or nervous as you enter a room full of strangers the first time. But remember that the majority of the attendees probably feel the same way. Be brave and go over to talk to someone you don’t know –they’re likely to be grateful that you made the first move.

Also, there’s nothing worse than being confronted with a roomful of cliques where you feel you are excluded from the conversation. Don’t be that person who only chats with their friends – be open and welcoming to new contacts.

Attendees are there to network, so you have permission to talk to them about your business and to approach people you don’t know – as long as they are not clearly involved in a private conversation.

Connect, engage with them and ask interesting questions. And a top tip – can prepare some conversation openers in advance. Only once you have established a connection should you mention your company and the type of professions you would like to link up with – your niche.

There are Different Levels of Formality in Business NetworkingComputer Troubleshooters was a member of BNI for several years, which focuses on referral marketing.

There are strict rules for attendance and making contributions, which include referrals, visitors and testimonials.

However, you get the weekly opportunity to talk about your business and the referrals you are looking for, and enjoy the benefit of having no competitors in the room.

To be successful you need to invest a lot of time and effort preparing for the meetings. It provides excellent training in presenting your business. Plus, it provides a local support network of experienced professionals on tap – invaluable for novice companies.

Informal Business NetworkingAt the other end of the spectrum are the gatherings which bring together local business-people for informal networking without having to do presentation yourself.

Computer Troubleshooters enjoys being a member of Sevenoaks Chamber of Commerce. At this event, it’s more about making connections with the local business community.

Each member can choose how much they wish to put in or take out of it – no three-line whips, no referrals, no 60-second presentations. The serendipity of who you may meet all adds to the fun, with First Wednesday regularly attracting more than 60 attendees.

If you get the chance to give a talk – embrace it! Just remember to focus on the benefits of your service or a business aspect of your industry and don’t blind them with science.

You will encounter competitors in the informal networking groups. Don’t shy away from them. They could have interesting insights about the local market and end up being useful strategic partners.

We met a residential IT specialist this way, and we’ve passed on all our former residential customers and new enquiries rather than leaving them in the lurch.

Hopefully he’ll reciprocate and send us an opportunity that doesn’t fit his business model. It’s important to understand that there’s no guarantees, though.

You might also find Richard’s article on Online or Offline, Networking is Networking a useful read!

What has Computer Troubleshooters got out of Business Networking?* New customers. We have a good number of loyal long-standing customers, mainly via BNI * Establish connections in the local business community * Help customers with recommendations of handy professionals too * Visibility. As well as being seen at meetings, organisations often post on their websites and social media and are generally happy to share your blogs. It’s visibility for them too * Professional development. You learn how to speak in public, what to look out for when conducting a one-to-one meeting and how to make your presentations entertaining and memorable * Simply an enjoyable way of marketing. It definitely beats cold calling!

Is There Such a Thing as Too Much Business Networking?You are bombarded with opportunities to meet up and you could spend your whole day progressing from one meeting to the next.

You clearly have to allow time to work on your business too! Remember, networking is not just a jolly chat but actually a marketing activity.

My preference is to be selective. Personally, I’m currently focusing on Sevenoaks Chamber but I am open to occasional events hosted by local companies.

I also attend Sevenoaks Voluntary Forum as this brings together representatives from our niche – charities.

My Advice on Business NetworkingBe brave. Get involved, listen more than you talk, show interest and be ready to offer your business card if requested. Remember that business networking is not just an hour-long meeting. To be effective, you must follow up with connections and develop the relationship further.

Have fun out there. Good luck!

So, what are your thoughts on business networking? How should you approach networking to get the best results for your business? Leave a comment below and let us know!

Author BioSuzanne is the Director of Computer Troubleshooters Tonbridge, an IT support department. They’re on hand to help your business with all of its computer needs.

Computer Troubleshooters Tonbridge get to know your business and make technology recommendations that save you money or boost your productivity.

You can connect with Suzanne Rice on LinkedIn or follow @CTTonbridge on Twitter.

You Might Also be Interested in* Social Networking vs Traditional Networking * How Marketing Conferences can Dramatically Improve Your MSP’s Marketing Knowledge * Make Better Presentations with Microsoft Presenter Coach

The post Why Business Networking is a Powerful Tool for Techs appeared first on Tubblog: The Hub for MSPs.

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Future-Proof Your MSP: The SuperOps.ai SuperSummit Live 2023In a follow-up to 2022’s SuperOps‘ SuperSummit Live: The Road to £1m, this year’s SuperSummit once again took place in London over the course of an afternoon on the 23rd March 2023.

The theme for this year’s event was about how to ‘Future Proof your MSP’!

The event kicked off with a networking welcome lunch held at the Royal College of General Practitioners at 30 Euston Square, London, which gave attendees plenty of time to arrive before the speakers took to the stage.

SuperSummit Live 2023 – Future-Proof Your MSP: The Highlightshttps://www.tubblog.co.uk/wp-content/uploads/2023/04/supersummit_live_-_2023.mp4-1080p.mp4Why We Need to Prepare for the Future, NowArvind Parthiban, founder and CEO of SuperOps.ai, led the welcome note. He set the tone of the event highlighting the present challenges facing MSPs.

Among the challenges he mentioned were:

Recession
High Inflation
Layoffs
Cybercrime
and War

The state of the global economy looks set to slow down even further than it has over the past three years, with projected growth only at 1.7% compared with 5.5% in 2021.

Cyberattacks are on the rise, with 1 attack occurring on average every 39 seconds.

While these are challenges that all businesses must face, they can also be opportunities. As MSPs, we need to starting thinking about how we adapt and provide solutions to these problems, both for ourselves and our clients.

Adapting to the New Normal: Challenges and Opportunities MSPs Need to Prepare ForSpeaker: Richard Tubb, interviewed by me (Stephen McCormick)

In this Q&A chat, Richard explained what the New Normal was, how this was a challenge for businesses, but also an opportunity for MSPs. Taking advantage of these opportunities is the perfect way to future proof your MSP business.

Key PointsSome of the key points included:

Digital transformation is seen as a necessity now. Move systems to the cloud to allow staff to work from anywhere faster, better, cheaper and more securely
IT service providers are seen as key partners for businesses looking to secure a competitive edge
Also, IT service providers should be thinking of themselves as not just technical people. They should be thinking of themselves as business people with specialist technology expertise
MSPs are essentially recession-proof businesses, and that the future is going to be good for MSPs who invest in skills for the future
With big businesses tightening their belts and the potential of them having to let staff go, there may be opportunities for MSPs to hire some good talent. Especially if they compete on a better work-life balance as a perk
When it comes to mental health, there are many communities and peer groups to become a member of. Communities such as The Tech Tribe openly discuss mental health. You should not suffer alone, and always ask for help if you need it

In conclusion, the session helped prove that there were a lot of great opportunities for MSPs. Therefore, we should be confident in the fact that businesses need MSPs more than ever.

As a sidenote, this was my first time interviewing on stage. I was nervous, but it went well!

The Road to a Happy MSPSpeakers: Joe Burns, Vera Tucci and Andrew Eardley, and the panel was moderated by Dave Sutton.

One of the ways you can future-proof your MSP is to maintain a happy MSP.

The second session was a panel on what makes a happy MSP. With such a broad topic to cover, the answers that were given to some of the questions posed felt very personal.

Joe kicked off by saying that running an MSP can be a stressful experience. One of the ways you can feel less all by yourself is to join a community. While taking regular holidays are great for your mental health.

Vera said that having the right people in your MSP is the key to a happy experience running an MSP.

She wanted people who displayed the potential to mature into responsible people, and for them to feel part of the journey.

For Andrew, life is about doing things you enjoy doing. Your business is there to facilitate the lifestyle you want for yourself.

Working With ClientsWhen it came to working with clients, the panel had a few ideas about that too. Where clients can sometimes not be a good fit for your business, Vera said that in one case that she experienced, the client was affecting the culture of the business. It was a tough decision, but in the end she decided the best course of action was to let that client go.

Joe agreed that you should pick the clients that you want to work with, if possible, but always have your team’s back.

Ensuring that your team has the necessary soft skills as well as the technical expertise, was also seen as a winning combination. And, Andrew added you need to employ people with the right attitude, and let them relate to the customers on their level.

Process AutomationMoving onto process automation (AI) for your MSP, the panel had something to say about refining their business processes.

Vera mentioned establishing monthly process meetings. Changing processes so that they’re a better fit for the customer, and re-evaluating changes in six months’ time.

Joe said to avoid shiny thing syndrome, and instead build the systems you want to grow into. Clients don’t care what is in your stack, just the results it will bring them.

Andrew agreed that bringing your clients in line with the technology that you wish to adopt was key.

Advice on How to Get Prospects to Close a DealIn getting a prospect to commit to closing a deal, the panel had one last piece of advice to give.

Vera suggested that if they’re not quite ready to begin a full business relationship, see what they’re willing to do in the interim.

Andrew confidently said you should offer a security audit, but don’t do it for free, or they’ll think it’s worthless.

Joe said that he never really had that much trouble in getting prospects over the line.

How to Turn Your Website into Another Member of Your Sales TeamMark Copeman, Director of Wingman MSP Marketing and Author of Helpdesk Habits and MSP Secrets Revealed, has helped dozens of MSPs in reviewing their websites.

At SuperSummit 2023, he educated us about four small changes that we can make to our websites that will make a massive difference to our businesses.

Two of the things he mentioned included how to get your ‘above the fold’ right, and why you should banish the ‘white-toothed people’ from your website.

Above the FoldThe above the fold is the very top of your website, the page you see before you start scrolling. It’s very much the storefront on your business, so it’s important to get that right to intrigue your visitors and prevent them from bouncing early.

Mark said it takes 6-7 seconds to make a good first impression.

Some of the things a good ‘above the fold’ include are:

Headline – what do you do
Evidence of what you do
Quote – a short and sweet testimonial
A Quirky Image – something that draws the eye
A Call to Action – but DO NOT include a button here

Mark explained that including a button that links away from your homepage in your above the fold section takes them away from the rest of your storefront too soon.

If you’re unsure of your above the fold, ask a client to review it – or even better, ask a 10 year old, they’ll always give you an honest opinion!

Banish the ‘White-Toothed’ PeopleThe next piece of advice from Mark was to banish the white-toothed people from your website.

‘The white-toothed people’ is Mark’s’ term for those stock images of those perfect-looking people that you see on a lot of websites.

It’s an insincere reflection of your business, but worse than that, they are boring, and don’t grab the attention of your visitor.

It’s much better, if you can afford it, to get a professional photographer to take pictures of your people in your offices.

If not though, there are sites where you can grab free assets such as Unsplash, or for a small subscription, such as Envato Elements.

Mark said there were many more ways to improve a website, but that these changes made the biggest difference.

Technology and You: How to Ringfence Your MSP with TechSpeakers: Scott Riley, Steven Pretlove, Arvind Parthiban and the panel was moderated by Richard Tubb

There were more valuable discussions about our relationship with technology in our MSP.

As MSPs Do We Need More Tools?Scott suggested that we need to move away from ‘Shiny Object Syndrome’ and focus on the tools we already have. Only implementing new tools if they legitimately fill a gap in our services. Don’t believe the sales pitches all the time.

Steven agreed, and furthered the point that we need to get the most out of what we already have. If you find you’re constantly changing the tools you use, it’s not the tools that are the problem. You can do without anything that isn’t making you money.

Arvind added that technology is evolving all the time, and we should only change our systems when it gives us a massive advantage to do so. Ask yourself, will it save you time and money? And will it help you to achieve more?

How Can Tech Help You to Find New ClientsScott confessed that he made the mistake of paying around £40k on outsourced marketing ‘specialists’ – only to find that none of it worked. He realised that his error was that he didn’t use that money to buy a really good camera and make his own content.

Arvind said that you find better results in business once you start speaking the language of your customers.

Scaling Up with More Staff: Recruit In-House or OutsourceScott uses Uptime Solutions to outsource the day-to-day tickets his MSP generates to external engineers. The project work is done in-house.

Steven warned of the dangers of absenteeism when using outsourced staff. It could cost you business in the long run if regular reviews of service are not completed. He only uses an out-of-hours outsourced service desk.

Digital Transformation – Should it be MSP Led?Steven suggested that a client’s Digital Transformation should be led by the vision held by the individual customer. It’s an MSP’s job to advise and make that vision come to life. In other words, to supply the tools and expertise to make their digital transformation happen smoothly.

Marketing Strategies to Future-Proof Your MSPMSP marketing expert Paul Green, founder of MSP Marketing Edge, completed the line-up with a lively session on how to help MSPs to grow their business.

This closing keynote reminded us that you need to do three things to grow your MSP business.

Get new clients
Get your clients to buy more
Get your clients to spend more

In order to achieve these things, we have to build our marketing machine in three ways:

Building multiple audiences of people who will listen to you. This includes spending 60 minutes a day active on Linkedin (though this can be delegated). Also, you should be focusing on strong email campaigns for your subscribers.

Start building relationships with your audiences. Produce new or repurpose existing content. Develop interesting ways to interact with your followers and subscribers. Post, like and share content to start conversations from these interactions.

Commercialise the relationship. Employ someone to gather the contacts you’ve made and give them a ‘warm call’ to gauge their interest in a 15-minute follow-up Zoom meeting with you.

Closing SuperSummit Live 2023We finished off the day with a last chance to network over a drink, catch up and discuss what we had heard throughout the day.

On a personal level, I enjoyed my first event as a speaker on stage, and I received some great comments from my peers.

The was a lot of value to be gained for MSPs who attended, and the rule of ‘strictly no pitches’ was observed as advertised.

Finally, everyone I spoke to said they were glad that they attended. I hope that more MSPs will be able to make the next one.

Did you attend? What did you most enjoy about the event? If you didn’t go, has this, or the LinkedIn posts of others, made you wish you had attended?

You Might Also Be Interested In* Event: Acronis #CyberFit Summit 2022 * TubbTalk 127: The MSP Business Benefits of Having a Niche and a Standout Website * The Not an MSP Show: The Weekly Wisdom of Veteran MSPs

The post How to Future-Proof Your MSP: Inspiring Highlights from SuperSummit Live 2023 appeared first on Tubblog: The Hub for MSPs.

MSP Secrets Revealed: 101 gems of inspiration, stories & practical advice for managed service provider owners

Helpdesk Habits: Become a helpdesk superhero and make yourself indispensable.

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An Interview With Mitch RedekoppStephen talks to Mitch Redekopp, CEO of Rivercity Technology Services, an MSP in Canada. The company has become known as one of the top managed service providers in Saskatchewan. They operate on a cybersecurity first approach, while also having a highly experienced software development on hand.

They have a deep focus on packaging together cybersecurity and creating bespoke solutions to help improve their clients’ internal business processes. Rivercity won Emerging MSP Of the Year category at the SuperOps MSP Awards.

How Rivercity’s Cybersecurity and Software Offerings Fit TogetherMitch explains that Rivercity have a security-first mindset. In practical terms, at their first meeting with a potential client they explain that they’ll be carrying out a cyber risk assessment.

“We want to know what personal or identifiable information they hold and any security holes they might have. As MSPs, it’s our job to stay up to date with risks and protect our clients’ data. Backups and encryption aren’t enough – you need to plan for what happens when clients are compromised.”

Rivercity also have a team of software developers on hand, which Mitch says is helpful. “The company started out with a focus on Access databases, and we still work on it now and again, so the developers are left over from that. But it’s great to be able to call on them to build internal automation or look at ways to improve client processes.”

The Enroller Software Solution The company aims to branch out into creating products that are suitable for the business market as a whole, rather than just MSPs and IT professionals. And of course, having in-house developers makes that easier.

Mitch explains: “We have a registration platform called ‘Enroller’, which is for youth camps and things like that. We build it for a local kids’ club, and we can see that it’s something that others would use too.

“However, I’m always on the lookout for other things that could address problems in the MSP space, too. I’ve got a lot of ideas brewing, so I’d like to explore them all. It’s just about getting the balance right.”

The Experience of Entering the MSP Awards Mitch explains that he’s been following SuperOps for a while, and saw a LinkedIn post about the MSP awards. He found the entry process really straightforward, and was very impressed by the calibre of the judges SuperOps had assembled.

“Winning this award means everything. There are lots of local business awards out there, but nothing directly for MSPs. Being able to share our success in a global competition with our community is invaluable.

“One of the big benefits is that it really helps with social proof and lead generation. If you see an award coming up, just go for it. I’m hoping to do that and keep getting our name out there.”

Mitch’s Books on Cybersecurity and Business LifeLast year, Mitch was invited by Chris Wiser to co-author a book with the business strategies that owners can take to protect themselves from hackers and cybersecurity threats. It became an Amazon bestseller in several categories, which is something he’s understandably proud of.

He was also approached by Janna Dutton, a business owner and philanthropist based in Saskatoon. She invited individuals to share their story and nuggets of advice in a book called Conversations over Coffee, which also became an Amazon bestseller.

“Writing a book is great for social proof and brand awareness. I’m hoping that in a few years I’ll have some more knowledge to share for a different volume of Janna’s book. It was great experience.”

The Best and Worst Parts of Running a Cybersecurity BusinessMitch says one of the most challenging things of running an IT business is keeping up with the industry. “It’s not once a year or every couple of years you need to do training. Really, you need to be reading news articles, attending webinars, following experts on social media. And doing so every week.

On the other hand, Mitch says his experiences of the channel have been really positive. “The vendors and my peers are amazing.” He also loves taking care of his staff, contributing to their personal and professional growth, which he says is super rewarding.

Mitch’s Predictions for Cybersecurity and ProtectionMitch highlights automation and AI as two things that MSPs should keep an eye on. “The key is to get ahead of the curve and see what’s coming next. Then you can work out how to harness it properly.

“And there’s still going to be a focus on cybersecurity, because that’s getting more serious. Plus, there’s always a need for us as MSPs to be up to date with compliance rules and legal requirements, and help our clients to do the same.”

Mitch says it’s important to be informed of changes and developments, and in his own business, provide educational content for his customers. For he and his team, they want to encourage a security-first mindset.

Mentioned in This Episode* The Tech Tribe * 7 Figure MSP * Book: Chris Wiser: The Small Business Owner’s Guide to Protecting Your Business From Hackers * Book: Janna Dutton: Conversations Over Coffee – Volume 1: Real People, Real Stories, Real Success * Book: Marcus Sheridan: They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital Consumer * Marketing expert Paul Green * Ernest Murry CTO of Genuine Technology Group

You Might Also be Interested in* Podcast: How to Navigate the Scary World of MSP Cybersecurity * Video: The Best Cybersecurity Solutions for Today’s SMBs * Podcast: Co-Managed IT, Cybersecurity and Imposter Syndrome: Top Tips for MSPs

The post TubbTalk 128: Why a Cybersecurity First Service Mentality Keeps MSPs on Top of Cyber Trends appeared first on Tubblog: The Hub for MSPs.

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Tubbservatory Round-Up #15 – March 2023 is a recap of all of the Tubbservatory episodes made during the month of March. All edited together for you to watch at your convenience. The items are summarised below, with links to the resources mentioned in the video at the end of this article.

This month’s topics include: Cybersecurity, Leadership, Mental Health, Marketing and Shadow IT.

Tubbservatory: The March 2023 Round-Up VideoTubbservatory Round-Up #15: March – Week 1#1 Email Security Trends Report 2023 by Barracuda MSPEmail is a top target for cyberattacks, so the 2023 email security trends report from Barracuda MSP is valuable research for MSPs looking to keep their clients safe.

Barracuda’s research team has identified 13 email threat types that companies need to defend against, as well as providing advice to MSPs.

This report is one to download.

#2 Vishing Attacks and How to Avoid ThemAnd talking of Cybersecurity, have you heard of Vishing?

In their article on vishing, Augmentt shares that a vishing attack or voice phishing is a kind of scam in which fraudsters use phone calls.

If your clients use a Voice-over-IP based telephone system, this article is a must-read.

#3 Infection Monkey: An Open-Source Breach and Attack Simulation PlatformA tool that caught my eye is Infection Monkey.

Infection Monkey is an open-source breach and attack simulation (or BAS) platform that helps you validate existing controls and identify how attackers might exploit your current network security gaps.

If you’re intrigued to find out more, then Brandon Hopkins has an excellent video courtesy of Linode.

#4 MSP Mental Health: Tips and ResourcesNow, raising awareness of Mental Health is something I’m personally passionate about and that I believe the Managed Services industry would benefit from learning more about.

So I was honoured when Domotz asked me to share my MSP Mental Health Tips for IT business owners.

I hope this article helps MSPs become aware of the signs of mental health challenges.

#5 ConnectWise IT Nation 2023 returns to London on 20-22nd MarchConnectWise IT Nation London 2023 takes place on 20th-22nd March 2023 at the Royal Lancaster Hotel in London.

Delegates can expect content to address business concerns such as:  

Leading and growing during economic uncertainty
Accelerating recurring revenue
Attracting and retaining talent

I hope to see you there!

Tubbservatory Round-Up #15: March – Week 2#1 Risk Roundtable: What Top Security Researchers are Worried About Right NowWhat are top security researchers worried about right now? That’s the question answered in the newly released Risk roundtable from Acronis.

Some of the topics the panel of experts cover include:

How cyberthreats impact different risk areas for MSPs and their client data
Dealing with cyber insurance policies, and
The transfer of risk and Security risks heading into 2023 and the technologies to counter them

This 35-minute video is full of great cybersecurity advice for MSPs.

#2 How to Recession-Proof Your MSP SuperPod Podcast SeriesHow Can You Recession Proof Your MSP? That’s the topic of the latest season of the SuperPod No-Filter MSP Podcast from SuperOps.ai

In the first two episodes, guests include Dave Patel, who shares ‘what does an MSP acquirer look for’, and Robin Ody giving advice on what every MSP needs to know about the recession.

Subscribe now on your favourite Podcast player.

#3 ‘IT is not an Island’: IT Leaders’ Most Important LessonsIT is not an island, so shares some of the industries top IT leaders in this excellent article from Tom Allen of Computing Magazine.

For example, former HarperCollins CIO Laura Meyer stresses the importance of networking, while John Sullivan, CIO of Great British Railways, notes that technology is secondary to people and culture when it comes to transformation.

#4 What is Shadow IT: Examples, Statistics and RisksWhat is Shadow IT? Joseph Harisson of IT Companies gives an in-depth look at what shadow IT is and the security risks it poses to organisations.

MSPs will also appreciate this article’s suggested ways to prevent or mitigate those risks, which include:

Data breaches
Compliance issues, and
Resource misuses

#5 SuperOps SuperSummit Live 2023 Returned to London on 23rd MarchIt was one of the standout events of 2022, and it returned this year!

The MSP SuperSummit 2023 Live took place in London on 23rd March hosted by SuperOps.

The theme for this year’s SuperSummit was Future Proof Your MSP.

SuperSummit Live is all about you, the MSP. The event has a strict NO to vendor pitches; and a big YES to community and knowledge-sharing. It’s just about standing together and helping each MSP win.

I was one of the speakers, alongside experts such as Paul Green, Mark Copeman, Vera Tucci, Scott Riley and many others.

This is definitely one to register for!

Tubbservatory Round-Up #15: March – Week 3#1 SkyKick: Security Manager Video Tutorials on M365 SecurityA series of videos that caught my eye this week is the Microsoft 365 Security video tutorials from SkyKick.

The videos are short, to the point and give MSPs instructions on how to bolster their clients’ M365 tenant security.

I’d highly recommend bookmarking this URL as one to refer to often.

#2 HappySignals’ 9th Annual Global IT Experience Benchmark Survey ResultsHappySignals have announced the results of their 9th annual Global IT Experience Benchmark survey.

Over 1.6 million end users participated in the survey, and if you want to understand how you can improve the IT experience for your end-users, then this is a superb read.

Thanks to Jason Kemsley at Uptime Solutions for sharing!

3 Pax8 Launch Their Professional Services Arm for MSPsNews from the UK that Pax8 have launched their Professional Services offering for MSPs.

MSPs can now partner with Pax8 to add extra bandwidth and expertise to your team so you can focus on growing your business.

Azure Migration Services, Intune advisory and implementation and custom projects are just some of the ways Pax8 Pro Serve promises to help MSPs.

I believe this is a game changer for progressive MSPs who want to be seen as more than just the IT guys.

#4 10 Tips to Help You Develop Your Empathy SkillsEmpathy is an undervalued part of the service desk role, so this article on 10 practical tips you might consider to help you develop your empathy is a useful read.

Trevor Norman of Tribero suggests using people’s names, smiling and not interrupting people is key to developing your empathy.

#5 Two Great Live Events in London on the Week Commencing 20th MarchAnd finally, if you’re not in London next week, then you’re going to miss not one but TWO huge MSP events!

ConnectWise IT Nation London takes place on 21st/22nd March, followed by the MSP SuperSummit from SuperOps.

I’ll be at both events, and I hope to see you there!

Tubbservatory Round-Up #15: March – Week 4#1 MSPs Stop Jumping to AI: Focus on Predictable Automation First!That’s the advice from Ben Spector of Zomentum and Jason Kemsley of Uptime Solutions in this on-demand webinar video.

Ben and Jason give some excellent practical tips for MSPs on automating predictable workflows so that you can get ready for AI.

This video is definitely worth watching.

#2 How, When and Why to Fire ClientsFor MSPs who work hard to land and retain clients, it can seem counterintuitive to “fire” some.

However, many experts, including myself, advise doing just that.

This article from ChannelPro magazine shows the How, When and Why to fire MSP clients.

#3 Stop Making these MSP SEO Mistakes with Pronto MarketingA video that caught my eye was Stop making these MSP SEO mistakes from Pronto Marketing.

The short video shows the most common Search Engine Optimisation mistakes that Pronto sees MSPs making on their websites.

This is a great guide for those MSPs who find that their content isn’t reaching their audience.

#4 Where Does Relax fit with Succeed?When it comes to relax, focus, succeed — where exactly does relax fit in with succeed?

Here’s a great short video from MSP expert Karl Palachuk offering advice for MSPs to succeed without burning out.

Take 5-mins out of your day, relax and watch this video!

#5 41 Obsolete Technologies That Will Baffle Modern GenerationsHere are 41 obsolete technologies that will baffle modern generations!

Adrian Willings of Pocket Lint has pulled together a list of some tech that I and some of our more experienced viewers may remember.

Pagers, fax machines and overhead projectors are three of the technologies that may be a mystery to our younger viewers.

Tubbservatory Round-Up #15: March – Week 5#1 SkyKick Security Manager Eases MSP Microsoft GDAP TransitionMSPs are hearing a lot of talk around GDAP compliance.

Granular delegated admin permissions (GDAP) give partners access to their clients’ workloads in a way that is more granular and time-bound, which can help to address security concerns.

Well, SkyKick report that Microsoft is transitioning partners to GDAP starting 22 May 2023 and have an excellent blog which explains what to expect.

MSPs, make sure to read this article.

2 Pax8 – Your Checklist to Maximizing Vendor DefensibilityHow do you know if your vendor partners are taking cybersecurity as seriously as they should?

Noted cybersecurity expert Matt Lee of Pax8 has put together a superb “SaaS Vendor Security Questions Checklist for MSPs” that includes steps such as check ‘Your Vendor Against Cybersecurity Industry Standard’s and ‘Asking If the Vendor Will Share Their Security Documentation with You’.

This is a checklist well worth exploring.

3 MSP Video Marketing Masterclass with Pete MathesonNow, video marketing is very popular amongst MSPs, but if you’re not comfortable with video, then MSP expert Pete Matheson has your back.

Matheson has launched the “MSP Video Marketing Masterclass” to help you learn how to use video to build a brand that brings inbound leads into your business, from someone that’s actually done it.

4 Cloud isn’t as Efficient as we’d All Like to ThinkThe Cloud isn’t as efficient as we’d all like to think.

Penny Horwood writes for Computing Magazine on why the environmental credentials of Amazon, Microsoft and Google are being challenged.

This research makes fascinating reading for anyone interested in the efficiency of the cloud services that we’re all buying into.

5 MSP Camp Marketing CampaignsIf you thought MSP marketing campaigns were no fun, then MSP Camp have introduced the MSP Marketing Online Game!

Arm your avatar Maurice, and then defend your camp against incoming threats.

At least if someone discovers you playing, you can argue it’s work-related!

Links to the Resources Mentioned in this Round-UpFrom Week 11. Email Security Trends Report 2023 by Barracuda MSP 2. Vishing Attacks and How to Avoid Them 3. Infection Monkey – An Open-Source Breach and Attack Simulation Platform 4. MSP Mental Health: Tips and Resources 5. ConnectWise IT Nation 2023 Returns to London on 20-22nd March

Mentioned in Week 21. Risk Roundtable: What Top Security Researchers are Worried About Right Now 2. How to Recession-Proof Your MSP SuperPod Podcast Series 3. ‘IT is not an Island’: IT Leaders’ Most Important Lessons 4. What is Shadow IT: Examples, Statistics and Risks 5. SuperOps SuperSummit Live 2023 returns to London on 23rd March

Week 31. SkyKick: Security Manager Video Tutorials on M365 Security 2. HappySignals 9th Annual Global IT Experience Benchmark Survey Results 3. Pax8 Launch Their Professional Services Arm for MSPs 4. 10 Tips to Help You to Develop Your Empathy Skills 5. Two Great Live Events in London on the Week Commencing 20th March 2023

Week 41. MSPs Stop Jumping to Automation: Focus on Predictable Automation First! 2. How, When and Why to Fire Clients 3. Stop Making These MSP SEO Mistakes with Pronto Marketing 4. Where does ‘Relax’ fit with Success? 5. 41 Obsolete Technologies That Will Baffle Modern Generations

And Week 51. SkyKick Security Manager Eases MSP Microsoft GDAP Transistion 2. Pax8 – Your Checklist to Maximizing Vendor Defensibility 3. MSP Video Marketing Masterclass with Pete Matheson 4. Cloud isn’t as Efficient as we’d All Like to Think 5. MSP Camp Marketing Campaigns

How You Can HelpThat’s all from the Tubbservatory Round-Up for March 2023!

Have you spotted a useful tool or resource that you think we may be interested in?

Please let us know in the comments.

You Might Also be Interested in* ChatGPT & How to Secure Your Business Against AI-Supercharged Ransomware * TubbTalk 124: SaaS Management and Security: What MSPs Should Know to Succeed * How Marketing Conferences Can Dramatically Improve Your MSP’s Marketing Knowledge

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An Interview With Jack Peploe Jack Peploe runs Veterinary IT Services, and won the MSP Website of the Year Award at the SuperOps MSP awards. Jack explains to Stephen McCormick why he niched his MSP business.

A Certified Ethical Hacker, he has made it his mission to help veterinary practices across the UK to utilise their technology so that they can function in a secure, professional and efficient manner, leaving vets to focus on patient care.

Why Jack Decided to Niche his MSP BusinessJack explains that, after many years in the IT industry, he decided to niche his business about four years ago, now serving veterinary practices of all sizes. “We decided to do something radical, because it was an untapped market.

“I also wanted to make a difference. And it might sound outrageous, but I felt that IT providers were becoming a commodity – not as valued as they should be. So I looked at who I really enjoyed working with, and decided to learn everything I could about their sector. That way I could provide an expert service.”

Finally, Jack adds: “For me, I want it to be very clear to visitors exactly what we do. I use clear references on how we help and why we’re different. You need to speak in their language. And remember, it’s not about you, the MSP. It’s about your client.”

The SuperOps Awards ExperienceVeterinary IT Services won best website in the SuperOps MSP awards competition. Jack found the entry process very easy, with only a few questions to answer. “If ever you get an opportunity to enter an awards contest, especially the SuperOps one, I’d say take advantage.

“The challenge is expressing what you know in only a few paragraphs. I was already familiar with SuperOps, which is how I learned about the competition. But I’d recommend keeping an eye on LinkedIn to see what your peers are talking about.”

Jack adds that, while his business doesn’t do website builds, he’d paid attention to how his should look. “We wanted to deliver something that really stood out. And we already have a unique selling point as the only UK provider of IT support to veterinary practices. We use bright colours and talk about what matters to new practices.”

The Best and Worst Things About Running an MSP BusinessInterestingly, Jack gives the same answer for both the best and worst parts of running an MSP – people. “Staffing is a challenge in every industry, but especially in the veterinary sector. It takes people a long time to qualify.

“So for me, it’s important to support my clients effectively. I need people who are flexible, who have the right mindset to help the business achieve its aims. I need them to be proactive and take responsibility. And to look for opportunities for self-development.

“But the flip side of that is that I get to work with people who help me to make a difference. My role is about strategy, and I get to sit down and talk to people and learn about their aspirations. They have so many cool projects going on.”

And Jack says that he’s built such great relationships with customers that they’ve followed him from company to company. “You build such a bond. We see projects through to the end, and we get such appreciation. And internally too – when you support staff growth it’s amazing.”

Industry Changes Affecting MSP Business OwnersJack’s main concern is that IT support partners are driving prices down and being viewed as ‘cleaners.’ And, “We need to be aware of what the robots are doing. ChatGPT can develop a PowerShell script. So how can MSPs harness those tools to save themselves time?

“If you utilise AI to do level one tasks, you can focus on bigger things. We should get better at selling our support services, too. We call it technology alignment – helping our clients to use the tools they have to do more with their businesses.”

The other area where an MSP business will need to focus is on cybersecurity, and they may need to move to an MSSP model. Staying up to date on emerging threats is essential for all IT partners.

Jack’s Mentors and Biggest InspirationsJack says he’s all been interested in big name brands and entrepreneurs. “If they’re successful, I’m always intrigued to know how they’ve done it. I read a lot of books to learn from these people.”

He cites marketing author and speaker Marcus Sheridan as a big inspiration: “He really opened my eyes to marketing and the benefits it brings.” Likewise, Paul Green of MSP Marketing Edge has had a fundamental influence on Jack’s business.

“I’m an open individual. I like learning about new ideas and having an experimental mindset. I want to try different things to see if they’ll work for us too. Some things can help me and the business massively.”

You Might Also be Interested in* Podcast: AI-Based Intelligent Alerting for MSPs * Video: Challenges for MSPs Providing Cybersecurity Services * Podcast: How to Niche Your MSP and Navigate M&As

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The primary goal of a backup service is to protect your business from data loss. In its most basic form this is the ability to copy your data to another location, and retrieve it from that location when you need it. Whether the data loss is through disaster, negligence or malicious cyber-attack, as an MSP offering a backup service, you have a considerable number of options available to you.

In appreciation of World Backup Day on the 31st March 2023, we present a guide on the 7 essential ways to strengthen your MSP’s backup offering. Whether it’s something your MSP offers already, or is considering.

What is a Backup?Backup is the process of creating a copy of your secure data to be used for recovery in case your data is lost or corrupted. Backup is often linked to Disaster Recovery and Business Continuity as the purpose of a backup is to ensure you have the ability to recover quickly from any loss of data.

Types of BackupsBackup solutions today come in various guises, depending on what you want and how you want it.

Here are some common examples of backup and how they work:

Full backup – This is a complete copy of your system files. It’s recommended you have a full backup to start with in any solution you have, but a full backup does take a lot of time.

Mirror backup – is similar to a full backup, but it’s a direct mirror of the source data. As this is the case it only ever keeps a direct copy with no version history. Disk mirroring is sometimes referred to as RAID-1.

Differential backups – Only backup files that have changed since the last full backup. Over time, differential backups grow in size until another full backup is performed.

Incremental backups – Similar to differential backups, they backup data which has changed, but this can be from any backup – not just full backups. Though this kind of backup takes less time to perform over the other two, it requires the most amount of time to restore from, as you have to restore from the last full backup and each incremental backup in turn.

For a full reference, as well as different backup solutions and vendor offerings, this guide from cybersecurity experts Acronis provides greater detail.

Backup Tip #1 Having a Tiered Backup Offering Which Demonstrates Increasing Value to the ClientDepending on the client and their needs, you may find that they require a more robust solution for their backup. While most cloud software solutions backup the data internally, restoring quickly can be a challenge, and the loss in downtime could seriously harm a business and their reputation in the result of cyber-attack, for example.

As an MSP, you’re offering security for your clients’ data, but you’re also offering convenience of recovery too.

That’s why offering a tiered approach to your backup services allows you to sell the benefits of a full business continuity package with piece of mind for your clients. Especially in these times where cybercrime is at an all-time high.

Positioning your three tiers and getting it right is the key. But you’re likely to be offering a core service, one with increased emphasis on disaster recovery, and a level based on added granular recovery options and quick turnaround times. These are likely to be called something like:

Backup Essentials or Core
Backup and Disaster Recovery, and
Business Continuity Plus

Backup Tip #2 Choosing the Right Backup Vendor for the Clients and for your MSP Offering as a WholeIt seems obvious that you need the right tool for the right job, and the same is true of the vendors you select as well.

Depending on how you’re supporting a number of clients, you may have backup vendors for a great number of different products. Managing all of these can be difficult, but there are some tips here to make that a little bit easier.

Make sure that whatever you’re backing up can be accessed and reported on from a single consolidated platform. That includes any remote devices, cloud data and on-premises backups.

Make sure your backup vendors of choice are MSP focused. Some vendors work directly with small to medium-sized business or deal in other channels. However, MSP-focused vendors will provide the tools that meet the needs of a managed service provider, because it’s what they do.

Make sure that along with backup, the vendor is focused on speed of recovery. This is sometimes referred to as Recovery Time Objective (RPO). A vendor that can provide a faster recovery means lower downtime in the event of data loss, however this can be expensive if lower downtime is a high priority for your typical clientele.

Backup Tip #3 Ensuring that Recovery is as Accessible and Granular as the Customer RequiresIf you want to be able to recover a small part of your data, instead of restoring a full backup, this is possible with certain granular recovery configurations. The ability to restore a single corrupted mailbox, rather than a system-wide restoration, is much more convenient.

This level of complexity comes at an additional cost, but it drastically reduces recovery time, which many businesses are happy to pay a little extra for.

Backup Tip #4 Factoring in the ‘Maximum Tolerable Downtime’ Requirements of the ClientWhile the ideal is that downtime during an incident of disruption is kept to a bare minimum, it’s worth having the conversation with clients as to what the maximum tolerable downtime (MTD) is for their business.

This is the total amount of disruption a business can allow before incurring potential loss of business or reputational damage.

We’ve mentioned already the Recovery Time Objective (RTO) metric, but MTD is calculated using this plus another element called Work Recovery Time (WRT).

In brief terms ,WRT is all the actions that need to take place once the disaster recovery plan is put into action to get the business back to full operating capacity again. If there is a lot to reset during the restoration process, this will affect your overall MTD.

Therefore, reasoning this into your sales pitch is something every MSP needs to be aware of.

Tech Target have a great guide on this subject if you want to find out more: How to Calculate Maximum Allowable Downtime.

Backup Tip #5 Compliance and Insurance Coverage ConsiderationsMany cyber insurance providers are insistent that those looking for cover are doing as much as they can to mitigate their losses in the event of a cyber-attack. One of those things is to have adequate systems in place, such as backups, to protect your data if held to ransom.

Likewise, for compliance with GDPR, you are required to backup and protect your data as a business. Therefore, you may mention this to your clients when selling them a backup solution. This article from Backup Systems Ltd highlights the compliance requirements in more detail: 6 GDPR Implications on Data Backup and Disaster Recovery.

Backup Tip #6 Automate Your Backups, but Keep Testing ThemOnce you have decided upon a backup solution, you will want to get this automated as much as possible. This is so that you can focus on new projects and your day-to-day business.

However, as an MSP owner, you should be testing them whenever updates or new software is added to the stack. This commitment should be agreed with your client and clearly outlined when signing them up to a backup solution.

Even if nothing has been added or reconfigured for a while, regular testing should still be scheduled regularly for a ‘belt and braces’ approach.

If a backup is corrupted, you don’t want to discover this when you attempt a restore at a critical moment.

Backup Tip #7 Ensure a Backup is Kept on a Different Physical Location to Your Main Data StoreA Disaster Recovery Plan (DRP) is a formal document created by an organisation for emergencies. It contains detailed instructions on how to respond to unplanned incidents such as:

Natural disasters
Power outages
Cyber attacks
and other disruptive events

That organisation needs to minimise the impact of such disasters to ensure it remains able to resume function as soon as possible.

If your backup is stored in the same physical location as your other data, and that building suffers a catastrophic fire, for example, your business is practically finished. The data will be lost and the damage to your business will be catastrophic.

Housing your backup in a different physical location gives your business peace of mind if the worst were to happen.

Other Tips for Backup-Focused MSPsAside from the 7 tips above, there are other considerations for your Backup offering as an MSP.

Number of Backups in StorageThe more backups you take, the more storage you’ll require. However, it’s always prudent to take extra backups. There are two reasons for taking additional backups:

In case one of the backups somehow becomes corrupted, or
In case you want to restore from further back in your data history, (which is especially useful for granular backups).

Smart BackupsAI is becoming increasingly versatile in IT applications. Algorithms determine when a new incremental backup is required, based on behaviour rules set to precise parameters. This is particularly handy if your client’s data infrastructure is a complex one.

Backup/Restore Testing as a ServiceFor extra piece of mind for the client, ensure that backup testing features as part of their contract. It might seem obvious, but you should create a ticket each time you do this, as with any billable item.

World Backup Day – 31st March 2023World Backup Day is a day to highlight the importance of protecting your data from loss or theft.

Find out more about it by visiting the World Backup Day website.

There are some fascinating, and somewhat frightening statistics, including:

21% people have never made a backup
29% of data loss cases are caused by accident
30% of all computers are already infected with malware

On March 31st, observers of World Backup Day are encouraged to take the pledge to create at least one backup of their data

Take the #WorldBackupDay pledge: “I solemnly swear to backup my important documents and precious memories on March 31st”.

ConclusionBackup-as-a-Service is a powerful tool that MSPs can easily provide to their customers alongside their other offerings.

A good backup solution can help a business with their business continuity and compliance needs. Understanding a client’s need for minimal downtime or granular restore can help you to sell a best-fit solution.

Ideally, you’ll want to make backup a simple service. Or one that is easily configurable to multiple configurations, if you have a range of clients.

It isn’t just cyber criminals that are responsible for data loss in your business. Anyone can make a mistake, and there are increasing pressures on business to protect their data. So, it’s worth looking into a robust backup solution if you don’t have one in place already.

There is no ‘one-size-fits-all’ when it comes to backup solutions. It all comes down to what works for you and your clients’ data ecosystems. The important thing is to keep your data protected, backed up and within easy reach if you need to restore it.

And as an MSP, it’s easy to practice this for your clients, but there are many IT providers who haven’t got adequate backup solutions in place for their own business. Too many refuse to ‘eat their own dogfood’ when it comes to security and backup solutions.

Could your backup offering benefit from some of these suggestions? We would love to hear about it in the comments.

You Might Also Be Interested In* ChatGPT & How to Secure Your Business Against AI-Supercharged Ransomware * TubbTalk 83: How Businesses Can Manage IT Networks for Better Results * National Clean Your Virtual Desktop Day: A Chance to Organise

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An Interview With Andy ReadmanAndy Readman is the Principal Consultant at Pax8 EMEA. He explains to Richard Tubb why MSPs should consider using Pax8 Professional Services and why they don’t need to worry that it’s competition for them.

Andy’s focus is on developing the Pro Services’ capability to deliver services to Pax8’s MSP partners that will make a tangible difference to their businesses, help them grow and get the most from the cloud marketplace.

Watch the Interview with AndyHow Pax8 Professional Services Helps MSPsAndy explains that Pax8 seek to really push the boundaries of what a partner in their ecosystem can do with the tools they offer. They choose the best people to be part of the Pro Services team, making them architects of an incredible piece of software.

“With Pro Serve, we help people across the modern workplace with top-class infrastructure, apps, data, AI and business applications. So we cover all four of the Microsoft key technology areas, and the team is involved at all levels with the clients.

“That might be strategic discussions around implantation; it might be support with enablement. And it also includes migrations, upskilling the client’s staff and helping them to add new revenue streams. We also provide ongoing critical application support.”

What Digital Transformation Means for MSPsAndy admits that many people might think digital transformation is just a buzzword, or that it’s irrelevant for SMBs. “But everything will be digital from now on, so supporting clients with that is a key skill for MSPs.

“They need to be a strategic partner and deliver what their partners need. And more importantly, to advise them on what they don’t know they need yet. MSPs will have to provide bespoke solutions to fit their clients’ needs.

“My colleague Lamar put it like this: “For an MSP to survive, their clients need to thrive.” Both of you need to succeed in a time of such accelerated growth and change that we can expect to see in the next few years.”

How the Pax8 Professional Services Solution Helps with CybersecurityThe Professional Services option from Pax8 gives outsourced, standardised assessments of tools and applications being used by MSPs and their clients.

“We provide reports with our recommended remediations and improvements. And we give pointers on how employees can upskill themselves too. So, we work with our partners to find areas where they can use automations to improve their systems.

“We prefer to arm our partners with the skills to do things themselves, so they don’t rely on us too much. We also offer a cybersecurity masterclass on what best practice looks like, how to talk about it with your clients, and how to be prepared for future threats.”

Why MSPs Should Try Microsoft IntuneOne of the biggest challenges for MSPs during the covid pandemic was supporting their clients who’d had to switch to remote workforces. As hybrid working is now here to stay, there’s a greater need for managing multiple devices all accessing a company’s networks.

In order to allow MSPs to do this effectively, Microsoft’s Intune is a great option. “At an enterprise level, you need to control and govern everything. And what we’re seeing more of is empowering the user to take responsibility of their IT infrastructure”, says Andy.

“What I love is the little differences. So with MDM (mobile device management), the management is now at the application level, not the device level. This is great, because we have to be realistic about the fact that employees are using their own devices to access work data.”

The Importance of Utilising New TechnologiesAndy adds that MSPs need to help their clients to embrace new technologies, not avoid them. “Employees in smaller businesses often use their own devices for work. And either the company has no control over what they’re doing, or they could wipe the entire device, which is terrifying for the employee.

“MDM gives granular control, which is only possible because operating systems are so flexible. And it’s a great example of positive tech use. A device can be secured without it ever coming into head office. Pax8 work with their MSP partners to cost this appropriately.”

One of the big projects they’ve worked on is demystifying Azure. “We looked at why MSPs don’t use it as much as they could. Firstly, what challenges do they have? Secondly, how can it be more affordable? And how can they be more confident about offering it to their clients?”

Easy Tool Migration with Professional Services From Pax8 Pax8 take the time to find out what each client needs in terms of migration and integration. “The team learn how to do migrations directly from each provider, such as Microsoft.

“They have to understand all the potential options, and how complex the migration might be. And they have to factor in backup and data recovery, SQL servers and things like that.”

And because the team have done all that learning, MSPs who sign up for Professional Services know that they’ll be supported with tool migration. Plus, they’re prepared for future changes and developments too.

How to Connect With Andy Readman* Pax8 * Follow Pax8 on Twitter * Like Pax8 on Facebook * Follow Pax8 on LinkedIn * Connect with Andy on LinkedIn

How to Connect With Me* Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk in iTunes * Subscribe, rate and review TubbTalk on Stitcher Radio * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Episode* Pax8 ProServices * Singlesource IT * CompTIA report into the digital skills gap * Cybersecurity masterclasses * Azure demystification webinar * Microsoft Intune * Get started with Pax8

You Might Also be Interested in* Considering the Challenges and Opportunities of Hybrid Working for MSPs * Podcast: How Cybersecurity and Cyber Protection Keeps Your MSP Clients Safe * Cybersecurity Top Tops for Small Business Success and Growth

The post TubbTalk 126: Pax8 Professional Services: The Benefits of Using it in Your MSP appeared first on Tubblog: The Hub for MSPs.

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Cyberattacks are on the rise, and they are only likely to increase – in part, because cybercriminals have a powerful new weapon in their arsenal. AI chatbots, like ChatGPT, are enabling cybercriminals to provide more sophisticated attacks, and they no longer need specialist knowledge or programming skills to write the complex code to get access to your sensitive data. It can do all that for them.

In this webinar from security experts Acronis, James Slaby, Director of Cyber Protection and Irina Artioli, Cyber Protection Evangelist, help us to understand the threat ChatGPT poses, and provide a 12-step checklist for building a better ransomware defence.

ChatGPT – What is it?Since the release of ChatGPT on 30th November 2022, the cyber threat landscape has seen a vast increase in cyberattacks, and it’s only going to see more and more.

OpenAI’s popular AI chatbot has over 100 million registered users, and had 1 million users registered in the space of just five days.

ChatGPT is a natural language processing tool driven by AI technology allowing much more human-like responses to questions asked of it. One of the things it does well is to help its users understand complex topics and produce workable examples, and it can produce this in seconds.

This is what makes it such a powerful tool, and why businesses should be concerned.

However, it does get things wrong, and there are limitations to ChatGPT based on the bias of the data it has access to. It is not open source, and does not have access to the internet, for example.

Webinar: ChatGPT: Defending Your Business Against AI-Supercharged RansomwareHosted by Acronis

Speakers:

James Slaby, Director of Cyber Protection, Acronis
Irina Artioli, Cyber Protection Evangelist, Acronis

The webinar consisted of three sections:

An overview of the current threat landscape
A closer look at the projected criminal uses of new AI tools
12-step checklist for building a ransomware defence strategy

With a live Q+A with the audience at the end.

Watch the on-demand replay: ChatGPT : Defending Your Business Against AI-Supercharged Ransomware below.

Webinar Replay: ChatGPT: Defending Your Business Against AI-Supercharged RansomwareOverview of the Current Threat LandscapeJames led the webinar with an overview of recent trends in cyber security.

Some of the bullet points James raised included the following:

Ransomware is growing across all sectors all over the world, affecting all sizes of business
According the US Justice department: 75% of ransomware attacks are against small and medium-sized businesses
Email phishing remains the number one attack vector (90% of successful attacks are via email)
The move to remote working exposed vulnerabilities in some of our remote systems and collaboration tools
Software supply chain attacks are making us scrutinise our vendors’ software roll-outs more closely
Weak or misconfigured cloud services and exposed APIs are leaving businesses vulnerable
Ransomware extortion is getting more sophisticated. Double or triple extortion tactics may be employed where sensitive data may be leaked online or leaked to customers if another ransom isn’t paid

The insider threat, where cybercriminal agencies will bribe or recruit your staff for backdoor access to your systems, has also become more popular in recent years.

The peak of ransomware attacks was back in 2020, but it’s steadily on the increase again since that peak.

How ChatGPT Will Impact the Cyber Threat LandscapeThere have been no significant strides made in terms of techniques at the moment. However, existing threats will improve in terms of automation, refinement, scale and speed.

Millions of workers could be added to the cybercriminal labour pool because no significant tech skills will be required to get started.

Phishing attempts will be more difficult to spot due to the chatbot technology being able to write perfectly in many languages. Likewise, malware code will be easier to write for those who are new to launching ransomware attacks. ChatGPT will also make it easier to probe source code for vulnerabilities too.

How Can We Respond to These Threats?There are things we can do in the short term as well as long-term strategies, but both are equally important.

In the short term, we can rework security awareness training, leverage existing AI and machine learning and improve our responses in terms of business continuity/disaster recovery. We have to recognise the increased likelihood of a successful attack, and think about it in terms of ‘not if’, but ‘when’.

In the longer term, investment in new AI/ML tech and skills, new capabilities for defence, such as AI-enabled Data Loss Prevention (DLP). Then, we need to think about improvements to routine tasks to reduce vulnerabilities.

A Closer Look at the Projected Criminal Uses of New AI ToolsIrina Artioli led a deeper look at how cybercriminals are already adopting AI and machine learning in their operations.

A smart attack automation with AI/ML allows cybercriminals to scale their operations to the global level, not limiting them to their geographical locality.

Automating their scripts helps to increase the rate of their attacks, as well as speed up their responses the same way we would with our business process automations.

Once they have achieved success, they can automate the follow-ups and repeat the process elsewhere.

What Can Cybercriminals Ask of ChatGPT?Some of the examples of requests cybercriminals may be asking ChatGPT for include:

“Please write a powershell script that encrypts all files on a computer when executed.”

“Write a minified JavaScript that detects credit card numbers along with their expiration date, CVV, billing address and forward it to…”

“Show me an example of a phishing email that appears to come from a bank in the United Kingdom.”

There are other ways that cybercriminals can use ChatGPT to their advantage.

Such as selling fake premium access to ChatGPT, or its app (which doesn’t currently exist yet!) will allow them to access your credit card details, and may involve getting you downloading an executable file payload which gives them access to your system.

AI Can Also Be Used for DefenceIrina explained how artificial intelligence can be used for defensive purposes too. For example, to help you formulate a Cybersecurity Incident Response Plan, especially if your business is low on expertise or resources. It can also be used to help you to spot anomalies in phishing emails, as well as helping you to create some simple detection rules.

It is said that on average it takes 277 days to identify and contain a data breach, and can be as much as 33% faster if AI and machine learning are employed.

AI and machine learning can be used to look for common characteristics that fit a pattern. They can also perform behavioural analysis to look for certain access or process requests from unexpected places. Furthermore, it can take the necessary steps to prevent unwanted access if required.

Artificial Intelligence and Machine Learning Automation for DefenceWhen it comes to employing AI/ML automation for defence, it can help in three ways:

Better Detection: Reduce alert flood, find anomalies and adapt to new attack patterns with a localized self-learning AI

Better Response: Transfer expert knowledge into the AI model, collect and index more data to find the best mitigation strategy – reacting faster, automatically

Automation: Reduce risks, errors and complexity, and automatically classify data while reducing manual input

AI is great when working with large volumes of data to quickly process and execute automation logic.

Though it is not a ‘silver bullet’, AI still offers the best results in spotting and reacting to most cyberattacks.

12-Step Plan to Enhance Cyber Protection and Improve Recovery Against Ransomware AttacksAcronis recommend implementing a 12-step checklist for building a ransomware defence strategy. This is based on good practice and will give peace of mind to your clients – those who are entrusting you to keep their systems and their data as safe as possible.

Deploy behavioural anti-malware measures to complement legacy signature-based anti-virus
Update countermeasures like email security and URL filtering
Deploy tools that increase your visibility of IT resources and dataflows
Eliminate external and internal network exposures, including web applications
Be vigilant in managing passwords and access rights
Build a security awareness training programme that includes regular updates
Implement automated, programmatic vulnerability scanning and patch management
Reduce the number of agents on endpoints and consoles in your operations centre
Take advantage of security frameworks like NIST or ISO 27001
Implement a robust data protection regimen
Consider implementing a disaster recovery and business continuity programme
Build an incident response plan (and print it out in case of a total system blackout)

You can also find this 12-step plan as a whitepaper on the Acronis website.

Live Audience Q & AThe webinar finished with a Q&A session with the live audience.

Q: I understand the dataset that ChatGPT is using is from before 2022. How is this limiting attackers and helping detection?

A: As it’s early days, it’s difficult to assess whether not being up-to-date will have much of an impact on what cybercriminals can do with it going forward.

Q: Do you think that a certificate in cybersecurity fundamentals should be in every office job resume nowadays?

A: It’s always good to ensure your people are security qualified. It’s just as important though, to have the kind of people who may not be qualified but display the hacker problem-solving mindset.

Q: Doesn’t ChatGPT have guardrails that prevent malicious use?

A: Technically that is true, but it has been jailbroken using the DAN prompt (do anything now). It may be better safeguarded in the future by Open.AI and Bing. However, the criminals will continually strive for workarounds to these guardrails.

ConclusionWhen it comes to ChatGPT and AI chatbots in general, it seems that Pandora’s Box has already been opened, and the technology is out there now for cybercriminals to use. The only thing we can do now is to react to it better, which we can do in two ways:

With a robust defensive security strategy that takes into account more sophisticated attacks, and
By using AI and machine learning to provide a smarter, more efficient response to these attacks.

Reaction time and preparation matters, as does having a multi-layered approach to cyber protection.

Are you an MSP that offers enhanced cyber protection and are you recommending a similar enhancement programme to your clients?

Will ChatGPT keep you up at night? Or do you think it’s an opportunity for you to sell increased protection?

We would love to hear about it in the comments.

You Might Also Be Interested In* Webinar: Protection Your SMB Clients from Today’s Cybersecurity Threats * TubbTalk 121: Application Security: What MSPs and MSSPs Should Know for Success * Advantages of Simple Cloud Security & Being an MSP Champion

The post ChatGPT & How to Secure Your Business Against AI-Supercharged Ransomware appeared first on Tubblog: The Hub for MSPs.

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An Interview With Richard Tubb In this special TubbTalk interview, Richard Tubb becomes the guest on his own show! Team Tubb’s Community Manager, Stephen McCormick, takes over the presenter’s seat; he asks probing questions to find out Richard’s Managed Service Provider (MSP) origin story and what’s important to him.

As part of his MSP origin story, Richard explains how he went from corporate IT to providing break-fix services. And how he discovered the world of managed services and why he started his business. Finally, he also tells Stephen why he decided to sell up and become a speaker, author and consultant.

Watch the Video Interview

Why Richard Wrote His First BookAfter Richard sold his IT business, he did a lot of consulting and advisory work with other MSPs. At the same time, he was continuing to add to his blog. “There was a point when so many people got in touch for advice because they were feeling the pressure.

“I tried to reply to everyone, but it occurred to me that there were more MSPs in need of help who I wasn’t hearing from. So I decided to help them to avoid the mistakes I made. And I wrote the book to highlight the key things I did wrong so they didn’t.”

What Richard Would do if he Ran an MSP TodayRichard says the world is very different since he sold his business 12 years ago. Top of the list today would be cybersecurity. “12 years ago it was all firewalls and antivirus. But now, cybersecurity is so sophisticated it’s mind-boggling. It’s hard for MSPs to keep up to date.

“So I’d be looking to work with a third party to provide consultancy or even a Security Operations Centre SOC). And the other thing I’d be focusing on is AI. AI for MSPs is really about automation, so if you can use it, you can do things faster, better and cheaper than the competition.”

How to get Started with OutsourcingIt’s funny how many MSPs are reluctant to outsource any of their services, given that their clients outsource to them! “When I ran my MSP, we were one of the first businesses to outsource our NOC (Network Operation Centre). One reason for this was because I wanted to do more specialist work and focus on growing the business.

“On top of that, as the owner, you find yourself managing people and dealing with the books. Outsourcing HR and accounting is a good start. And so is the NOC, because they can take charge of updates, backups and all of those things.”

Managing Mental Health While Running an MSPStephen took the opportunity to ask Richard about why he talks about mental health. “I think the world has reached a point now where people are, if not comfortable, than open, about talking about mental health challenges.

“I’m open about my battle with clinical depression, which I was diagnosed with in my 20s. It’s a chemical imbalance, so if I don’t look after my stress levels, my physical health, it can have catastrophic consequences.

“And what I’ve learned from talking honestly about MY struggles is that other people will open up too. I’ve talked about it on-stage at IT conferences, and audience members share their stories with me afterwards.

“Statistically, 1 in 4 people will have a mental health challenge at some time. Of course, the IT industry has been male-dominated, and men don’t always find it easy to open up. And that’s why I started the conversation. It’s nothing to be ashamed of, so seek out help. The MSP community is one of the most supportive I know.”

Sales Tips for MSPsMany people have a stereotypical view of sales, says Richard. People think they have to persuade somebody to buy what they’re selling. “I read The Go Giver, and it helped me change my attitude to sales. If I can help someone, that’s great. And if I can’t, then someone else will.

“Before that, my sales process was non-existent. Every time I went to meet a prospect, I was reinventing the wheel every time, and I was nervous. But I decided to grab the bull by the horns and find a way to become comfortable with sales.

I did some training with the Sandler Sales Institute, which is what you could call ‘consultative selling.’ So, it’s about listening, asking pertinent questions and looking for a solution. Taking a helpful rather than persuasive approach is always better received by prospects.”

How to Get Better at MarketingRichard’s best advice on marketing for MSPs? “Whichever technique you use, do it consistently. So many MSPs tell me their marketing is failing, but that’s because they’ve tried several approaches at once, and dropped them quite quickly.

“But marketing is a joined-up approach, and you can’t do things in isolation. So when I ran my MSP, I did a lot of networking. And that worked, because people do business with people they know, like and trust. So long as you go to make connections rather than to give a hard sell, you’ll do well.”

How to Connect With Us* Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk in iTunes * Subscribe, rate and review TubbTalk on Stitcher Radio * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Episode* Blog: Life Lessons From My Father * Book: Michael E. Gerber: The E-Myth Revisited: Why Most Small Businesses Don’t Work and What to Do About It * Richard’s Book: The IT Owner’s Survival Guide * MSP tool platform: SuperOps * White-label IT support: Uptime Solutions * Tubblog mental health resources * MSP community: CompTIA * MSP community: The Tech Tribe * MSP peer group: ConnectWise Evolve * Author: Karl Palachuck * Podcast: Interview with Erick Simpson * MSP expert: Harry Brelsford * Podcast: Interview with Raja Pagadala * Book: David Allen: Getting Things Done: The Art of Stress-Free Productivity * Book: Bob Burg: The Go-Giver: A Little Story About a Powerful Business Idea * MSP revenue platform: Zomentum * The Sandler Selling System * Robin Robbins – lumpy mail * MSP Marketing Expert: Paul Green * CEO Coach: Andrew Moon * Tech news site: ZDNet

You Might Also be Interested in* Podcast: Mental Health for MSP Owners * How Marketing Conferences can Dramatically Improve Your MSP’s Marketing Knowledge * How Video Marketing Boosts Your IT Sales Reach

The post TubbTalk 125: The Amazing MSP Industry Origins of Richard Tubb: The Whole Story appeared first on Tubblog: The Hub for MSPs.

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An Interview with Derik Belair and Gavin Garbutt Derik Belair and Gavin Garbutt are the co-founders of Augmentt, a SaaS security management and software solution. They decided to build a technology platform dedicated to helping MSPs create SaaS management and Microsoft service revenues when they noticed a shift towards cloud-based applications.

Why MSPs Need to Understand the Threat of Shadow ITShadow IT has been around for longer than you might think. In the past, it related to people bringing in their own devices from home and hooking them up to a network connected by a firewall.

“With the move towards SaaS and cloud, anybody with a browser could log in to any application, sign up for anything, and start moving corporate data around. So, as we started looking at the security opportunity that SaaS presented, it became apparent that MSPs’ clients didn’t know what devices had access to their networks.

“It’s no longer a case of scanning the networks to find out what’s physically connected. People have massive teams, so it’s a real security vulnerability. Therefore, from our perspective, shadow IT is about understanding that things have changed. People are using all manner of SaaS applications in their businesses, and it’s getting harder to track. So it’s vital to get on top of it.”

Using Augmentt for Cybersecurity and SaaS Management It’s a priority for Augmentt that their users’ applications and service delivery models are secure. It’s imprudent for MSPs to use tools that haven’t been ISO or SOC2 certified, because they’re not independently verified.

Gavin adds that everything they do is security focused. “We help our MSP partners deliver advanced security services to their customers. And we know that everyone has a love-hate relationship with MFA, so we work to make it as painless as possible for MSPs to support their clients with it.

“It’s intrusive; we get that. But we hear about execs asking the IT provider to turn MFA off for them. So we help the MSPs to address that by explaining how a tool like Augmentt can keep them safe, and to implement policies that fit the client’s needs.”

The Augmentt SaaS Application Discover FeatureDerik explains that the Augment Discover tool gives an organisation a very quick overview of every application being used by their employees, whether they’re cloud-based or installed on the desktop.

“I love asking MSPs how many apps they think they use, and they always say between 40 and 60. And when you do the discovery, the reaction is always the same: ‘It can’t be that much!’ Second, they say ‘We stopped using it! Who’s still using that app?!’

“It really highlights that SaaS applications are a shortcut for a lot of people. They’re not using it in a bad way; they’re just trying to make their jobs easier. But how are businesses approaching SaaS management, when they don’t even know what’s being used? That’s why the Discover feature is so powerful.”

How MSPs can Sell Augmentt for SaaS Management and Data Back up Selling the backup of SaaS applications is the easiest money a MSP can make, says Derik. “There’s a misconception that the minute you move to SaaS, the company you get it from (such as Microsoft) takes on the data backup and SaaS management.

“If anything goes wrong you can just get in touch and they’ll fix it. But that’s not the case at all. They make your data available to you, but they don’t guarantee they can roll it back for you. You’re on your own with that.

So as an MSP, they easiest thing you can do is sell backup for those services. Microsoft is an obvious one, as are file-sharing sites like Dropbox. But don’t forget about Salesforce or anything else holding huge amounts of data. And that’s where the Discover data can help.”

The Biggest Industry Change in the Last 20 YearsGavin explains that the catalyst for Enable was realising there was a huge need for remote monitoring. “It took a while to catch on, but IT business owners started to see the benefits of offering RMM (remote monitoring and management) as a managed service.

“And we’re going through the same catalyst now. An MSP’s clients have their data in the cloud, and SaaS application usage has grown hugely. So now they’ve secured networks, how do they secure the cloud?

“The expansion of the traditional managed and security service model to include cloud services is the next big thing. It’ll start with Microsoft management, so we’re working hard to help the channel to do that. And it’ll evolve from there.”

Derik and Gavin’s Biggest Lesson From the MSP Space Derik shared one of his biggest lessons from 20 years in the IT industry. “I get asked a lot for advice from entrepreneurs about how to build products for the MSP space. And I tell them all the same thing every time: MSPs don’t need more products. Most of them are small businesses with a small team.

“The last thing they want is to bring on a new product and train their techs and change the way they do business. The only thing a product needs to do is either help them make money or save money. If you can’t articulate how your new tool does that, then they won’t be interested.”

How to Connect With Gavin and Derik* Augmentt * Follow Augmentt on Twitter * Like Augmentt on Facebook * Follow Augmentt on LinkedIn * Email Gavin * Email Derik

Mentioned in This Episode* Augmentt Product Demo: Video * Augmentt Discover * Dropbox * Adobe * Salesforce * Cloud storage and management: Box * Book: Gino Wickman: Rocket Fuel: The One Essential Combination That Will Get You More of What You Want from Your Business

You Might Also be Interested in* Podcast: Why MSPs Should Offer Cloud to Cloud Backup * Article: National Computer Security Day: How to Keep Your MSP Clients Safe * Podcast: Application Security: What MSPs and MSSPs Should Know for Success

The post TubbTalk 124: SaaS Management and Security: What MSPs Should Know to Succeed appeared first on Tubblog: The Hub for MSPs.

Rocket Fuel: The One Essential Combination That Will Get You More of What You Want from Your Business

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Tubbservatory Round-Up #14 – February 2023 is a recap of all of the Tubbservatory episodes made during the month of February. All edited together for you to watch at your convenience. The items are summarised below, with links to the resources mentioned in the video at the end of this article.

This month’s topics include: Cybersecurity, Marketing, Maintaining a Decent Work/Life Balance and ChatGPT.

Tubbservatory: The February 2023 Round-Up Video

Tubbservatory Round-Up #14: February – Week 1#1 Linode Partner Roundup – January 2023Unlock the power of Kubernetes, Leadership Insights from George Conrades and a cameo from our very own Richard Tubb and the Not an MSP Show team are all part of the latest MSP Update from James Steel of Linode.

James is absolutely killing it with these videos which are informative, amusing and they are a must-watch for MSPs.

#2 Work-Life Integration: Mastering the Balancing ActA podcast that caught my ear recently was the No Filter MSP Show from SuperOps, featuring my Not an MSP Show co-host, Andrew Moon.

Moon, a.k.a. the Orange Nomad, shares advice on the challenges of work-life integration and managing the balancing act, plus tips on using Linkedin for MSP sales.

#3 A Third of IT Decision Makers Rely on Gut Feel When Choosing a Network OperatorDid you know that almost a third of IT decision makers rely on gut feel when choosing their network operator, reports Joe O’Halloran of Computer Weekly magazine.

Among the top-line findings was that business leaders ranked trustworthiness, professionalism, and experience as the top reasons for selecting a network operator.

Now this article is worth reading and bearing in mind when MSPs sell network solutions to businesses.

#4 The Top Security Risks for MSPs and their Clients 2023What are the top security risks facing MSPs in 2023?

Well, that’s the topic that Acronis explores in this powerful article for ChannelE2E magazine.

Top three on the list of threats are:

The human factor
Falling to follow security procedures
Re-using passwords

If you want to be serious about cybersecurity in 2023, then I’d encourage you to read this article.

#5 CompTIA Benelux Community Meeting – 15th February 2023Utrecht in the Netherlands is the location, and the 15th February is the date for the next CompTIA Benelux Community Meeting.

Chris Fabes of Lenovo will be delivering a keynote presentation, with MSPs from all over Europe expected to attend.

Tubbservatory Round-Up #14: February – Week 2#1 Discover, Manage and Secure Your SaaS Tools with AugmenttHow many Software as a Service (or SaaS) applications do you think your MSP clients use?

Given that end users can simply sign up for SaaS applications by using their credit card, these apps are known as “Shadow IT” and many MSPs struggle to manage this aspect of their client’s business.

A tool to help with Shadow IT that I’m hearing great things about is Augmentt.

Augmentt helps MSPs to discover, Mnage and most importantly, secure SaaS tools.

Founded by former N-Able Technology industry veterans Gavin Garbutt and Derik Belair, Augmentt is a tool to keep your eye on.

#2 Book: Go Givers Sell More by Bob Burg and John David MannA book I’m highly recommending to MSPs is “Go Givers Sell More” by the wonderful Bob Burg and John David Mann.

If you find sales a struggle, then this book may change your perspective from persuading people to buy from you, to simply providing value to others.

Highly recommended.

#3 6 Ways to Make a Better First Impression With Potential ClientsWhen it comes to selling, you only get one chance to make a good first impression.

So I’d recommend any MSP read this article from Zomentum on 6 Ways to Make a Better First Impression With Potential Clients.

Many of these should come as no surprise, but it’s sometimes the obvious things that are easily overlooked.

The article is a quick, but powerful read. Highly recommended!

#4 LastPass Tells Customers: Hackers Stole Encrypted Password VaultsDev Kundaliya of Computing reports that LastPass is telling customers that hackers were responsible for stealing encrypted password vaults.

Knowing that many MSPs recommend LastPass to their clients, will you start looking for a replacement password management tool? Leave a comment below and let me know your thoughts.

#5 Video: CompTIA Gave Me a Voice When I Didn’t Believe I Had One“CompTIA gave me a voice when I didn’t believe I had one.” – So says Hannah Lloyd in this wonderful video about CompTIA.

Lloyd, Vice President of Channel Sales at inSOC, talks about ADHD and being a woman in a male-dominated industry.

Thank you, Hannah, for sharing your story.

Tubbservatory Round-Up #14: February – Week 3#1 Video: Global MSP Partner Panel on M365 Security by SkyKickA video that caught my eye was the Global MSP Partner panel on M365 Security.

Organised by M365 Security Management platform, SkyKick, this on-demand session gives MSPs a global perspective from 4 leading Partners on how they secure Microsoft 365, monetise it, and bring peace of mind to their clients to drive acquisition and retention.

#2 Cybersecurity Predictions for 2023 by Scott Campbell of CompTIATalking of security, the team at CompTIA went out to the MSP industry to ask business owners and experts about their cybersecurity predictions for 2023.

Scott Campbell of CompTIA highlights that a failure to manage customer expectations will spur litigation.

A sobering warning that MSPs need to be proactive in security their clients’ networks.

3 UK Businesses Are Being Urged to Move Away from ISDN in 2023Now, I can’t believe I’m about to say this, but UK businesses are being urged to move away from ISDN in 2023.

Yes, ISDN!

Research shared by Joe O’Halloran at Computer Weekly magazine warns that as analogue switch-off approaches, only 15% of SMEs and 20% of large businesses have plans in place to migrate to an alternative technology.

Surely this is an opportunity for MSPs to help clients with their connectivity.

#4 Video: MSPs – Limit Your Work-in-ProgressMSPs. Limit your work in progress! That’s the advice from Managed Services expert Todd Kane in his latest video.

MSPs often struggle with having too many tickets to work on at one time. In this short video, Todd shares some simple tips to help limit the overwhelm by limiting your work in progress (WIP).

#5 Tech Show London Returns on 8th and 9th March 2023March 8-9th sees the return of Tech Show London.

Taking place at ExCeL in England’s capital, the two-day event brings together five leading technology events:

Cloud Expo Europe, DevOps Live, Cloud & Cybersecurity Expo, Big Data and AI World, and Data Centre World.

There are plenty of keynote speakers and exhibitors to keep you busy and registration is free.

Tubbservatory Round-Up #14: February – Week 4#1 Webinar: Barracuda MSP Hosts the Great ChatGPT DebateAI is a topic being discussed by many MSPs right now, so a session that caught my attention is: The Great ChatGPT Debate: New Age Hacking or Cutting-Edge Technology?

Hosted by Barracuda MSP, this session gives:

A quick overview of what ChatGPT is
How hackers might leverage this new technology
How to ensure your clients are protected from any potential risks associated with AI technologies
And How technologies like ChatGPT can automate Managed Services business processes

This webinar is now available to view on demand.

#2 Pax8 Launch Their Pro Services OfferingOne of my top tips for MSPs is to focus on your core competencies and to buddy up with other technology companies to provide complementary services.

With this in mind, I was very intrigued to hear that Pax8 have launched their Pax8 Professional Services offering!

Pax8 Pro Services allows MSPs to add extra bandwidth and expertise to your team, thereby allowing you to focus on growing your business.

Some of the solutions Pax8ProServices will offer MSPs include:-

Cloud architecture and enablement
Migration services
Security strategy and enablement
And custom projects

This is definitely an offering for MSPs to become familiar with!

#3 Done is Better Than Perfect: Standard Operating Procedures for MSPsWhen it comes to standard operating procedures (SOPs), ‘Done’ is better than ‘perfect’, says MSP expert Karl Palachuk in his latest video.

Many MSPs struggle with creating SOPs, processes and documentation. However, this video is a valuable reminder that getting started is half of the battle.

#4 What to do if You Have Been Made RedundantSadly, redundancies are an expected part of modern IT, with such layoffs typically happening in the corporate IT world.

However, these layoffs do give opportunities for managed service providers to find new talent.

This article, from outsourcing experts Uptime Solutions, offers some great suggestions for IT professionals who have lost their job.

MSPs should pay attention to this article for how it offers advice, and well as acting as a draw for talent.

#5 Acronis Cyber Foundation Programme: Celebrating Five Years of AchievementBig congratulations to the Acronis Cyber Foundation Program which is celebrating five years of achievement!

The Acronis Cyber Foundation Program was founded in 2018 with the goal of making education available to all. Over the past five years, the program has been able to achieve remarkable results by building 23 schools in 22 different countries around the world, benefitting more than 5,500 children.

Thank you, Acronis and the managed services community.

Links to the Resources Mentioned in this Round-UpFrom Week 11. Linode Partner Roundup – January 2023 2. Work-Life Integration: Mastering the Balancing Act 3. A Third of IT Decision Makers Rely on Gut Feel When Choosing Their Network Operator 4. The Top Security Risks for MSPs and Their Clients in 2023 5. CompTIA Benelux Community Meeting – 15th February 2023

Mentioned in Week 21. Discover, Manage and Secure Your SaaS Tools with Augmentt 2. Book: Go Givers Sell More by Bob Burg and John David Mann 3. 6 Ways to Make a Better First Impression With Potential Clients 4. LastPass Tells Customers: Hackers Stole Encrypted Password Vaults 5. Video: CompTIA Gave Me a Voice When I Didn’t Believe I Had One

Week 31. Video: Global MSP Partner Panel on M365 Security by SkyKick 2. Cybersecurity Predictions for 2023 by Scott Campbell of CompTIA 3. UK Businesses Are Being Urged to Move Away from ISDN in 2023 4. Video: MSPs – Limit Your Work-in-Progress 5. Tech Show London Returns on 8th and 9th March 2023

And Week 41. Webinar: Barracuda MSP Hosts the Great ChatGPT Debate 2. Pax8 Launch Their Pro Services Offering 3. Done is Better Than Perfect: Standard Operating Procedures for MSPs 4. What to Do if You Have Been Made Redundant 5. Acronis Cyber Foundation Programme: Celebrating Five Years of Achievement

How You Can HelpThat’s all from the Tubbservatory Round-Up for February 2023!

Is there a useful tool or resource that you’ve spotted, that you think may interest us?

Please let us know in the comments.

You Might Also be Interested in* My 3 Words for 2023 and My Year in Review * TubbTalk 120: What do Mid-Life MSP Owners Need to Know for Better Health and Wellness? * The Not an MSP Show: The Weekly Wisdom of Veteran MSPs

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Do you have an Adventurous Mindset?

Adventure can be defined as a great many things. Travel, learning a new skill, getting to grips with something creative, or just stepping outside of your comfort zone.

The power of an adventurous mindset can be quite liberating. “What’s beautiful is that we get to define it to each of ourselves.” explains Polly Brennan, founder of Adventurous Coaching.

When we begin an adventure, we need to equip ourselves with the supplies we need for a successful endeavour. And part of that is to ensure we are mentally fit to deal with any challenges to our wellbeing, and our progress, along the way.

Applying an Adventurous Mindset in Life and Work for Robust Mental FitnessMSP Community Manager, Stephen McCormick, speaks to the founder of Adventurous Coaching, Polly Brennan.

In this interview they discuss the challenges of mental wellbeing in the post-pandemic age. Plus, how adventures can improve our mental fitness, and tips for marketing in front of the camera.

An Interview with Polly BrennanPolly Brennan is an entrepreneur based in the northeast of England. She’s a business coach, founder of Adventurous Coaching, and creator of The Mental Fitness Kitbag model.

She delivers group and individual coaching, as well asd coaching for organisations, and she’s appeared as a keynote speaker and guested on podcasts. She has also worked with schools to promote her mental fitness message.

Polly is a keen on the outdoors, likes to keep fit and active, and often records videos on the go.

Video: Applying an Adventurous Mindset – Polly Brennan Interview

What is Mental Fitness and Why is it So Important?Mental health is something that we all have to reckon with as human beings. It’s something that is in constant flux. Sometimes our mental health is strong and positive, and other times it can be weak, and we can be unwell.

It’s a scale that can be affected by a number of factors.

Mental Fitness is the practice of building resilience through habits, practicing skills and techniques, and using the tools to improve our mental defences.

Polly describes this as an ‘investment’, and when you invest in your mental fitness, it can lead to mental wealth.

What are the Challenges to Our Mental Health in the Post-Pandemic Age?When we think about the days of the pandemic, we remember what it was like to be fearful. At first, we feared the virus, and then during lockdown, we feared going out. As restrictions lifted we had to adapt again, and we responded in different ways.

For some of us, we went from ‘fear of missing out’ to ‘fear of going out’. For others though, they were more keen than ever to get back to in-person events and face-to-face meetings.

The pandemic allowed us all to invoke the ‘power of the pause’, and a few of us started adventures of our own or embraced the ordinary. We decided to choose to focus on things we may have taken for granted before, and things you can do on your doorstep.

Learning new skills, embracing our creativity, taking in nature and exploring the outdoors, and more.

The challenge for us now, is to continue with an adventure mindset, and make the most of our freedom.

The Mental Fitness Kitbag: What is it and how Does it Work?Just like a regular kitbag contains all the tools and supplies you’ll need to achieve success in a physical endeavour. The mental fitness kitbag contains all the things you need to achieve success in the face of any mental challenges you may face.

It’s a metaphor for all the strategies, skills and preparation you need to have the confidence, wits and focus to deliver what you need to be successful in both work and in life.

Polly says: “We already have what we need in our kitbags to have made it this far in life.” It’s about knowing when to use what we have effectively.

In a kitbag, for example, you might have a first aid kit, so in your mental fitness kitbag, you’ll have a way of protecting yourself and recovering quickly.

Likewise, you may have a whistle to use to call for help if you need it in your kitbag. Knowing when to call for help is vital to our mental fitness; we can’t always carry everything alone. Having a strong network of people around us is vital to our success in business and in our day-to-day lives.

Every adventure is easier when we have a well-equipped kitbag at the ready!

Polly’s Top Three Tips for Mental FitnessPolly gave us her top three tips for mental fitness:

Adopt a Positive Mindset – setting yourself a positive mental attitude is really important. It’s a frame through which we view our world, and if we can remove the nagging doubts, we can achieve so much more.

Cultivate a Strong Network – we have to assemble the right team of people around us, who not only encourage our successes, but also tell us the honest truths we sometimes need to hear. We shouldn’t be afraid to fire, retire and re-hire when necessary, and hold on to those who have our best interests at heart.

Seek Adventures in Everything – challenge yourself to solve problems, learn new things and embrace the extraordinary. Know when to pause and rethink a problem, and take some time for the things that make you happy. Then, return to your problem, reinvigorated and ready to strive for success again – even if that means reassessing your goals.

Video Marketing and Tips for Getting in Front of the CameraWhen it comes to marketing in front of a camera, Polly has found it easier to communicate in spoken form than in written form.

To help coach others, she’s found that taking some videos of them speaking has helped build up confidence.

It’s more important to get out there and do it, rather than waiting for it to be perfect.

“People want to see your passion, not your polish,” I added, and that only comes with practice.

You can make your videos look better by filming in a suitable environment, with good lighting. You can also employ a video editor to spruce them up if you want to.

In the end though, you’ve just got to get out there and do it. People are human, and they’ll forgive your mistakes. You’ve just got to try and connect with people – that’s the important thing.

What Does Your Next Adventure Look Like?What does YOUR next adventure look like?

It could be any number of things:

A big project that needs to be completed to a tight deadline
Implementing a new marketing strategy
Learning a new programming language
Climbing Mount Snowdon?

We’d love to hear about your next adventure. Please let us know in the comments.

How to Connect With Polly Brennan* Continue the conversation on mental fitness adventures: Email Polly Brennan * Visit her website: Adventurous Coaching * Subscribe to her YouTube channel * Follow Polly on Facebook * Connect with Polly on LinkedIn * Follow Polly on Instagram

Applying an Adventurous Mindset: Interview TranscriptTranscript: Applying an Adventurous Mindset in Life and Work For Robust Mental Fitness – Polly Brennan

Mentioned in this Article and Video* Andrew and Pete * Ashleigh King * Ann English * Mark Orr * Sarah Seed * Kim McDermattroe * Paul Scurrah

You Might Also Be Interested In* TubbTalk 123: How to Easily Implement Zero Trust Networking for MSP Growth * How to Address Quiet Quitting to Engage Staff in Your IT Business * Advantages of Simple Cloud, Security and Being an MSP Champion

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Author James Clear says “You do not rise to the level of your goals. You fall to the level of your systems”.

I believe this is especially true for the owners of Managed Service Providers (MSPs) and IT Solution Providers.

Your daily routines can determine whether you win the day, or experience overwhelm and burnout.

I was recently interviewed by our MSP Community Manager, Stephen McCormick for the 125th episode of TubbTalk – The Podcast for IT Consultants.

During our interview, I answered a question from a listener about my daily routines.

Therefore, in this article I thought I’d expand upon that answer and share what my daily routine (currently) looks like!

I hope that by sharing my routines, it gives you an opportunity to reflect on your own daily structure.

My Daily Morning RoutineNow, I tweak these routines a lot over time, but as of today, here is my typical morning routine:

Wake up at 0630
Drink 500ml of cold water with some lemon juice
Consume a cocktail of vitamins and minerals
Journal (I’m currently using The 6-Minute Diary)
Wear my Re-Timer – Light Therapy Glasses for 40-50 mins
Read a chapter of a book (you can check out what I’ve been reading over at Goodreads)
On alternate days; either do 3-4 minutes in a cold plunge (I use the Explore Fitness Large Ice Bath) and then shower, or take a 2-3 minute cold shower.
Meditate for 10-20 minutes using the Headspace app, while lying on my Shakti Mat
Make my bed (Why You Should Make Your Bed Every Day)
Work on creative content — writing this email, creating a Tubbservatory video, writing an article or blog post.

There’s a lot there, so I’ll say that if you’re intrigued on some of the routines then here are some further reading.

How Journaling and Trying New Things can Improve Your Business and Your Life
Why Successful Business Leaders Read Regularly

The above morning routine typically takes me up to around 1030-1100.

Why Blocking Distractions Is So Important for ProductivityYou might notice from my morning routine that I’ve not yet looked at my mobile phone, email or Slack.

In fact, I use tools such as AppBlock to restrict notifications or any distractions such as email, text messages and social media.

That’s because, as I wrote in my book The IT Business Owner’s Survival Guide, you need to focus on your own plans before opening yourself up to other people’s demands.

Your email inbox is effectively somebody else’s to-do list for the day.

I’ve found that if I concentrate on my own agenda in the morning, then I typically have a more productive day.

Intermittent FastingLater in the morning, I drink a small amount of apple cider vinegar diluted in water before eating my first meal.

There are a number of Benefits to Drinking Apple Cider Vinegar, and I’ve personally found it helps with my blood pressure and blood sugar levels.

After this, I eat my first meal, typically sometime between 1100-1230.

For a while now, I have practiced intermittent fasting (IF) — typically eating inside a 12-hour window.

I find that intermittent fasting works well for my physical and mental health.

On two days per week I also practice calorie restricted fasting, where I typically eat less than 800 calories during the day.

If you’re interested in finding out more about calorie restricted fasting, then I highly recommend Dr Michael Mosley’s book The Fast 800: How to combine rapid weight loss and intermittent fasting for long-term health.

Please note that I’m not a health professional and everybody is different, so I’d recommend you seek out professional advice before trying fasting.

Blocking Out Your CalendarAfter eating my first meal of the day, I then get on with the rest of the day.

A typical workday for me includes video meetings, responding to emails and conducting podcast or video interviews.

The exception to this rule is Monday (no meetings day) and Friday.

I haven’t worked on a Friday in around ten years, and I’ve found the 4-day work week to be really beneficial for my life/work balance.

If you’re intrigued by the 4-day work week, here’s an interview I recorded on How to Take Fridays Off.

Ending the Day StrongAt the end of the work day, I typically close my day down — which includes getting down to Inbox Zero — between 1630-1700.

Now, Inbox Zero is a lot easier for me as a result of my wonderful Executive Assistant.

However, even before I had an assistant, I practiced Inbox Zero (see My Experiment in Reducing my Emails by a Quarter)

Once I’ve closed down work, I then do a short meditation of 3-5 minutes using Headspace.

I find that this meditation psychologically helps my brain with the transition between work life and home life.

Then, in the evening, I turn off my smartphone at around 8pm and leave it plugged in to charge in the living room.

How to Sleep WellSleep is super important to me.

I’ve found that if I don’t get good quality sleep, my physical and mental health quickly suffer as a result.

Therefore, I’m usually early to bed — typically between 9-9.30pm.

After getting ready for bed, I typically take either some CBD Oil or Organic Lion’s Mane Capsules (but not both!).

The benefits of CBD Oil for relaxation and sleep are becoming more widely known.

My good friend Nigel Moore introduced me to organic Lion’s Mane capsules.

Nigel shared with me that Lion’s Mane has numerous health benefits.

Be aware, both CBD Oil and Lion’s Mane can produce some really vivid dreams (which, personally, I love!).

No Technology in the Bedroom!I try to avoid technology in the bedroom, as I think it’s disrupts your wind-down routine.

However, if I’m reading from my iPad or Kindle, then I’ll use some Blue Light Blocking Glasses.

Blue light from technology devices has been linked to poor sleep, so blocking this light helps me with better rest.

However, the one piece of technology I do use is a CPAP machine.
Using a CPAP Machine

In December 2022, I did a sleep test and was diagnosed with severe sleep apnoea.

For months (perhaps even years) prior to this, I had an excellent sleep routine but would regularly wake up feeling exhausted.

Then, in the Summer of 2022, I experienced burnout — with hindsight, as a result of sleep apnoea.

I now use an ResMed AirSense 10 CPAP machine which has virtually eliminated sleep apnoea for me.

As a result, I’m now shaking off my fatigue and living my life fully again!

Why I Have These RoutinesAs you can probably tell, my daily routines have been built up over many years.

The primary reason for this routines is to support my physical and mental health.

As somebody who has battled Clinical Depression since my early twenties, I find these routines can really help my mental health.

So, while my routine may not be a good fit for you, I’d encourage you to experiment with some of the habits I’ve built up over the years.

How Routines Benefit YouNow, I’m a huge believer in the quote “Win the morning, win the day”.

I think that the biggest reason that most IT businesses don’t grow rapidly is because the owner is stuck being reactive to business demands.

Instead, by focusing on your own goals, you can accelerate your business growth.

I know this is difficult when you have client demands, service desk tickets and perceived emergencies, but that’s why the top MSPs grow from being a technician into being a business owner.

ConclusionI hope the above insight into my daily routine has given you some ideas.

I’m especially interested in hearing about your daily routines.

Please feel free to leave a comment below, or get in touch.

Likewise, if you have any questions about my routine, I’m always happy to answer them.

Wishing you success and happiness with your own daily routine, for better physical and mental health!

You Might Also Be Interested In* Perseverance and Consistency = Success * Why Mental Health is a Key Pillar to Success for IT Businesses * The Formula For Success – Top Life Lessons From My Father

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If you speak to any Managed Service Provider (MSP) or IT Solution Provider, and ask them about their marketing, you will typically see and hear an uncomfortable response.

With some exceptions, most IT businesses find marketing to be a challenge.

It’s true that the majority of MSPs are very good at what they do. Many rely on upselling to their existing clients, while others find new clients through good, old-fashioned ‘word-of-mouth’ referrals.

However, without consistent marketing activities to supplement your referrals, your MSP business may begin to stagnate. Or to put it another way, your sales pipeline will dry up.

In short — you can be the best IT company in the world, but if nobody knows about you, what is the point?

So, when it comes to finding and winning new clients, how can you improve your marketing knowledge, and apply an engaging marketing strategy?

One thing you should try? Attend a marketing conference or two.

How Conferences Can Help Your MSP BusinessAs the former owner of a MSP business, I know from experience the power of consistently marketing your business.

Thankfully, the MSP industry has some of its own marketing experts.

For instance, Paul Green’s MSP Marketing Edge is a much sought after marketing system specifically for IT business.

Additionally, taking the time and expense to attend MSP conferences can broaden your horizons and allow you to learn from the most successful people in the Managed Services space.

And, with a calendar full of Awesome Events for MSPs globally, there has never been a better time to get out there and meet your peers!

If you’re already making the commitment to attend IT conferences, then you’ve probably already realised these benefits and seen your MSP business grow.

But, getting back to the topic of this article, when is the last time you attended a marketing conference?

The Opportunities for Marketing Conferences to Help Your MSP BusinessI’m a big fan of marketing conferences and similar events.

In the same way that attending an MSP conference can help your IT business to learn from its peers, attending a marketing conference allows you to level-up your marketing-fu!

Being in a room full of marketing experts and other businesses who are looking to learn about marketing inevitably rubs off on you.

When I ran my MSP business, I made a point of attending marketing conferences because I didn’t want to know what other IT businesses were doing to grow — I wanted to know what other successful businesses were doing with their marketing!

Thankfully, nowadays, there are a wealth of marketing conferences you can choose to attend.

Without fail, every marketing event I’ve attended has delivered value — and I’d go as far as to say some were life changing for me in that they opened my eyes to a world of ideas beyond the MSP industry.

Yet, despite this abundance of opportunities for IT businesses to improve their marketing knowledge, I rarely see MSPs at such marketing conferences.

Why is this?

Why Don’t More MSPs Attend Marketing Conferences?For example, I recently attended the amazing Courageous Content Live marketing conference in my adopted hometown of Newcastle-upon-Tyne.

Courageous Content Live is the brainchild of Janet Murray, one of the UK’s top marketing experts.

Over two days, Janet drew together a community of entrepreneurs, creatives and forward thinkers. Every attendee shared ideas, best practices and tips to enable them to grow their respective businesses.

Topics included social media marketing, podcasting, YouTube, live video, Pinterest, email marketing & more.

In short, all the things I get asked about by MSPs on a weekly basis.

As we recently shared in our article on How Video Marketing Boosts Your IT Sales Reach, these types of marketing activities can have a significant effect on your MSP businesses growth.

Yet, despite this wealth of expertise and ideas, do you know how many MSPs I found in the room at Courageous Content Live?

Three.

Yes, out of 150+ attendees at Courageous Content Live, just three businesses were in the technology space.

Amazing, right?

So, intrigued, I asked two of those MSPs why they were attending a marketing event.

Here’s what they had to say.

Kayleigh Pyner of Cloud NexusI asked Kayleigh Pyner, a Digital Marketer at Leeds-based MSP, Cloud Nexus (one of the fastest growing IT businesses in the UK) why her company was attending Courageous Content Live, and why she thought there weren’t more MSPs in attendance.

Adam Foster of Starstream DataNext, I spoke to local lad Adam Foster, MD of Newcastle-upon-Tyne-based MSP, Starstream Data.

Why was Adam attending Courageous Content Live?

The Benefits for MSPs of Marketing ConferencesAs Adam says about marketing conferences, “MSPs need this”.

It’s easy for us, as technical experts, to sit behind our desks and stay within our comfort zones of working with technology.

But if we don’t step outside that comfort zone and seek out expert help in growing our businesses, we’ll always remain the “IT Guys”.

Instead, and following Adam’s advice here, why don’t you experiment with attending a marketing conference?

In my experience, these events are not only packed full of learning, but are also a lot of fun!

The people who attend these marketing conferences tend to be creative, innovative thinkers and open to new ideas.

Isn’t that philosophy something you’d like your IT business to draw upon, too?

My Takeaways from Recent Marketing ConferencesWhen it comes to the takeaways for MSPs, there were a few points I’d recommend you need to look into if you want to attract more customers:

Employ a Marketing StrategyIt’s important to have a strategy in place, and sticking to it. Marketing can be costly; in terms of money, if you go down the pay-per-click (PPC) route; or in time, if you want to build a network on social media, and provide content that promotes who you are and what you do.

You need to stick to your strategy and give it time to work, but also know when your strategy isn’t working – so keep an eye on those metrics too!

Consistency is KeyProducing regular content shows a building of confidence in your brand to your audience. Seeing your regular Friday feature, or monthly Webinar shows that you’re putting the hours in – you care, and you’re consistent. These are important things that people look for in a brand when they consider buying from them.

Varied Content Shows Your Range, and Affects Your Audience in Different WaysIn contrast to the above, varying your content in terms of medium, type and across multiple platforms allows your audience to engage with your content in ways that suit them. It’s the age of convenience, and so we have to be flexible in how we reach-out to potential customers.

List of Marketing ConferencesHere are some ideas of marketing conferences you might consider attending:-

Atomicon – Newcastle-Upon-Tyne, UK. Created by marketing experts, Andrew & Pete, Atomicon has established itself as the premier UK event for small business marketeers.
Adventures in Marketing – Edinburgh, UK. A new, smaller, one-day marketing-focused event founded by Niki Hutchison and Abi Sea.
Content Marketing World – Washington, DC, USA. Three days packed with marketing ideas and inspiration.
Courageous Content Live – Newcastle-Upon-Tyne, UK. A two-day event for creators and entrepreneurs, founded by Janet Murray.
Social Media Marketing World – San Diego, CA, USA. One of the oldest, biggest and most powerful marketing events in the world!
MarketEd.Live – Birmingham, UK. A smaller-scale one-day event founded and hosted by Paul Ince since 2017!

Of course, there are hundreds more marketing conferences you can find around the world.

Regardless of where you are located, you’ll find an event for you.

The point is, get out there and experience these events. They will help supercharge your MSPs growth!

ConclusionWhen it comes to marketing our businesses, IT Managed Service Providers can be lacking in both technique and confidence.

But if you don’t consistently market your MSP business, you’ll fail to attract new business.

Marketing conferences are a great way to get out and learn, not just from your peers in IT, but your peers in business.

There are a wealth of marketing conferences that you can attend and use to draw on the knowledge of fellow entrepreneurs and business leaders.

Attending these events will help you to build up a network of people who you can learn from, and in turn, they from you.

Therefore, I’d encourage every MSP to put at least one marketing conference in your calendar for the year ahead.

Once you attend one of these conferences, you’ll come away with ideas on how to make marketing just a little bit less scary, and a lot more effective for your business! Plus, the more you practice marketing your business, the better you’ll get at it.

Over to you! Which Marketing Conferences have you got value from and would you recommend to MSPs? Leave a comment below or get in touch!

You Might Also Be Interested In* Podcast – How MSPs can Market Themselves Better – TubbTalk #28 with John Jantsch of Duct Tape Marketing * Article – Why CMA Live Is The Best Marketing Event I’ve Ever Attended * Article – Why Great Quality Content is Invaluable for IT Companies.

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An Interview With Marc BarryMarc Barry is the co-founder and Chief Product officer at Enclave.

The Enclave solution effortlessly connects laptops, servers, homeworkers, cloud instances, containers and IoT devices together across any infrastructure with zero trust network access.

Marc has a Master’s Degree in Applied Information Security, and a background in security across public and private sector organisations, with a focus on building, researching and securing computer networks.

What is Zero Trust Security?Marc explains that there are many different definitions of Zero Trust, but to him, it’s an approach, and a way of thinking. “Essentially, it’s a model that assumes that our users, networks and systems shouldn’t be trusted.

“It’s the opposite of what networking has been for the last 30 years and how networks were designed to function. The goal is to reduce the attack surface of the organisation and reduce the impact or risk of a security breach.”

The Enclave Approach to Networks and SecurityEnclave creates a fast, zero trust network connectivity between systems located anywhere on the public internet, without opening any firewalls, adding edge devices, or changing the infrastructure.

So, Marc says: “Enclave is a corporate VPN, but it’s a modern replacement to legacy corporate VPNs. Those were rooted in hardware. So many organisations run remotely now, and have their infrastructure and resources all over the place. And we need an effective modern way to connect it all together.

“There are a lot of options out there for private network connectivity. And, the core technology difference for us is that our product is based around what’s known as a mesh overlay network. It’s an architecture in which systems and devices talk directly to one another over the internet, so it’s different to traditional VPNs.”

How to Deploy Enclave EfficientlyMarc says that some customers have reported that it can take a long time to move from a Virtual Private Network (VPN) to a zero trust network access product, especially as there are lots of different architectures available.

However, Marc says that the Overlay Network deployment is a neat process. “You install Enclave, enrol your devices and generate enrolment keys. You share these with your end users, devices and so on.

“Then, you set up policies, tagging your devices that make the most sense to you. The policies define how tagged systems communicate with each other. Finally, Enclave will build the private network for you. It’s like magic!”

The Enclave Integration StrategyIntegration is a big part of what Enclave do, says Marc.

Enclave offers single sign on and conditional access – via a concept they call ‘trust requirements’. These allow users to enrich and augment whatever access that they’ve already got in place.

“These fit in with the policies you already have defined, such as MFA. When we talk about the zero plus network access principle, we want to be as close to the endpoint as we possibly can be. That means we need to build technology that runs everywhere.”

How Enclave Makes Running a Remote Business EffortlessFirstly, Marc explains that as the Enclave business is run remotely, it is also important for them to provide secure, accessible solutions for themselves and their clients.

Secondly, “We’ve spent a huge amount of time making sure that Enclave plays nicely with existing technologies. Not everyone has the opportunity to build their private connectivity and access from scratch. So we’re acutely aware that non-disruptive, incremental deployment is valuable.

“It makes no difference to Enclave where you’re onboarding someone, or even if they’re in a different organisation. The process is the same internally and externally, you just need to have your policies in place. Location isn’t even a factor.”

How a Zero Trust Solution Keeps Users SafeMarc explains that there are eight phases, or opportunities, to disrupt a cyber attack, known as the Cyber Kill Chain, as defined by Lockheed Martin. Key to this is to make systems and networks as secure as possible.

“We describe this as ‘going dark’, which means you close your firewalls, and don’t have your VPN on a public internet where it’s exposed to threats. Having a door to your network is too much of a risk.

“Look at it this way – if you can’t be discovered, you can’t be targeted. And if you can’t be targeted, you also can’t be attacked. Simply remove your private systems from public networks, prevent anyone from trying to get in and have a zero trust policy will really help to keep your networks safe.”

How to Connect With Marc Barry* Enclave * Join the Enclave Slack channel * Find Enclave on GitHub * Follow Marc on Twitter * Connect with Marc on LinkedIn

Mentioned in This Episode* The Colonial Pipeline hack * Billing reconciliation tool: Gradient * Development tool: GitHub * Anonymous functions: lambda * Cyber Kill Chain from Lockheed Martin * Deployment tool: Kubernetes * Google security researcher: Tavis Ormandy * Software engineer: Mark Russinovich * Computer scientist: Paul Graham * Computer science news site: Hacker News * Discussion site: Reddit * RSA security conference * InfoSec conferences

You Might Also be Interested in* Podcast: Application Security: What MSPs and MSSPs Should Know for Success * National Computer Security Day: How to Keep Your MSP Clients Safe * Video: Challenges for MSPs Providing Cybersecurity Solutions

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The trend of ‘quiet quitting’ is continuing to persist, especially amongst younger employees. Unlike ‘The Great Resignation’, which saw many workers quit their jobs, quiet quitters stick at their jobs, but refuse to do any more than they’re contractually obliged to.

They may feel their remuneration is lacking, or feel their working conditions could be better, but worse than this, they usually always feel disengaged or unappreciated, and that your investment in them as an employer is lacking.

Despite their feelings, their contributions, or lack of, can have a profound effect on your business’s productivity.

So, how can you limit the damage quiet quitting can do to your business?

What is Quiet Quitting?The term ‘quiet quitting’ was originally coined by career coach Bryan Creely in March 2022, when his TikTok video went viral.

According to Dictionary.com the definition of ‘quiet quitting’ is “an informal term for the practice of reducing the amount of effort one devotes to one’s job, such as by stopping the completion of any tasks not explicitly stated in the job description.”

Essentially, it’s when an employee refuses to go above and beyond their duties, usually when they feel they’re undervalued by their employer, and disengaged as a member of the company.

Similar ExpressionsQuiet quitting is a method of expressing dissatisfaction with the working situation, and is linked to similar buzz terms coined in the 2020s.

Those include:

Anti-Ambition – a shift in attitude for workers to strive for flexible working conditions above promotions and greater responsibility
Lying Flat – also known as ‘Tang Ping’, a Chinese social movement where a leisurely lifestyle is pursued in favour of professional demands and societal expectations
The Great Resignation – a widespread trend where a significant number of workers quit their jobs during the COVID-19 pandemic

Quiet quitting is a trend that followed on from the pandemic’s Great Resignation, but it persists today, in part, due to wage increases being unable to keep up with inflation.

Although, employees can be perceived to quietly quit for other reasons.

Some argue that people quiet quit to protect their mental health. To avoid the stress and eventual burnout of over-working, but also to set boundaries of control over what is tolerable.

According to research by Gallup last year, quiet quitters make up at least 50% of the US workforce. A poll by recruitment experts Monster Intelligence reported that:

60% of workers say they’re being underpaid for what they’re asked to do
While 61% of workers say they’re feeling burned out

Is Quiet Quitting Still a Problem?There are plenty of reasons to believe that quiet quitting is in decline. Google Trends show fewer searches for ‘quiet quitting’ in the last quarter, and many believe the buzz around the alliterative trend has begun to wane.

While it might be true that the term is not as popular as it once was, it does not mean that it’s gone away – I’d wager that the term ‘pandemic’ returns fewer searches than it did two years ago.

A number of factors have come into play post-pandemic which affect workers, the most important being:

Rising inflation and the cost of living
Flexible working and striving for a better work/life balance

Workers are obligated to do more for what seems like less. Less money in their pocket and less free time on their hands.

Tayo Bero of The Guardian newspaper describes it an ‘act of defiance’ claiming that “…tired, overworked, burnt-out working-class people are taking back their agency and refusing jobs and working conditions that are unsuitable for us.”

There is an argument that the term quiet quitting is just hype for workers standing up for themselves and not taking on additional unpaid work. It’s worth noting that ‘hustle culture’, where employees work extra hard as credit for a future promotion, has been in decline since around the same time quiet quitting became a trend.

Whatever the name for it, and whatever the case, it’s clear that the problem is something for an employer to address directly with the workers involved, and on a one-to-one basis. Engagement and direct communication are key – it’s not something that will often repair itself.

The Dangers of Disengaged EmployeesWe are going to make the assumption that quiet quitting is similar to employee disengagement.

The problems caused by employees who are not actively engaged have a detrimental effect on your business.

Productivity and quality of work suffer – output is both slow and sloppy
Minimal contributions to collaborative projects – can cause delays to projects while not contributing their expert knowledge where it’s needed
Their attitude reflects badly on your business – both in terms of brand and culture. Nobody likes poor service from an unhappy employee
They desire to work elsewhere – despite your investment in them, they’ll be looking to move on
Their negative attitude can disrupt other workers – they often complain openly, leading to more unhappy workers

According to Gallup’s State of the Global Workplace 2022 Report, employees who were not engaged, or actively disengaged, cost the world $7.8 trillion in lost productivity.

Steps You Can Take to Mitigate the ProblemIn knowing that disengaged employees are quietly costing your business money, it’s down to you to do something about it.

Communication is KeyListening goes a long way to understanding why there is a problem in the first place.

Hold one-to-one meetings and performance reviews. By highlighting areas for improvement, you can spark engagement, especially if you encourage new and interesting ways for them to get involved.

More inspiring ways of working may increase buy-in from the affected employee.

If they feel remuneration for their labour is lacking, then a discussion and a potential compromise may resolve the issue. It’s probably not uncommon for staff to refuse to take on extra duties if their pay packet doesn’t seem to extend very far. That’s thanks, in part, to rising inflation and energy costs.

Identify Issues With Their Work and Address ThemLook at rebalancing workload and resources. If you’ve had an extensive period of growth in your business, you many not realise the effect this has had on your employees.

Likewise, if you’ve had to downsize recently and let staff go. Those left to pick up the slack can feel undervalued over time, and are less likely to seek to take extra work on – even after things settle again.

Encourage Improvements to Their Personal WellbeingOne of the ways you can counteract the effects of quiet quitting for the sake of mental health is to promote healthy wellbeing in the workplace.

If you support your staff in maintaining their physical and mental health, you’ll likely encourage stronger relationships with staff in the long run, especially if you’re open about the support available to them if they’re struggling.

Setting Healthy Boundaries at Work and Outside of WorkBuilding a rapport with your staff and encouraging social activities outside of work can be a great way to build morale. However, you should also keep an eye on maintaining the boundaries between work and play.

Professionalism should be the goal for your business, but social bonds between people at work can make business owners seem more approachable to staff.

Encourage Strengths but Make Stepping Up OptionalThe simple truth is not everyone is looking to climb the ladder to a promotion.

The desire to be promoted into roles that require leadership skills is not a priority for some people, and that’s okay.

However, you can still encourage your staff to grow and develop in their roles.

Career progression doesn’t have to lead towards having to manage a team of people. In other words, there are other roads to development for those individuals who don’t want to step up to a middle management role.

This is especially true of workers who have been in management previously, who just want to do work that, to them, feels less stressful and more rewarding.

What Happens When You Can’t Reach a Compromise?Despite your best efforts, sometimes remedial actions won’t solve the problem.

When this happens, you have to weigh up the cost of continuing to employ a disengaged employee, or letting them go in favour of finding a replacement.

Unengaged staff are a problem for your business. They negatively impact both productivity and your work culture.

If they are underperforming, highlighting their poor performance can sometimes be the push they need to improve. Or if not, they may see this as their opportunity to move on.

However, if it looks like an improvement is not forthcoming, and they won’t resign, then you should take steps to end their contract as soon as you are comfortably able to do so. Follow your procedures for termination of employment in a legal and responsible way.

The Legacy of the Quiet QuittingWhile the buzzwords come into and out of vogue, the progenitor of this crisis of faith in our working lives stems from the pandemic. It gave us the time to rethink our lives, to learn and practice new skills.

We reconnected at home with our families and pets, and we realised we missed that part of our lives more than we missed the office.

The Great Resignation showed that a great many workers were willing to leave their jobs in search of better working conditions and remote working opportunities. Anti-ambition and lying flat are trends that continue that the pursuit of leisure-over-work. And quiet quitting is just another act of defiance against the pre-pandemic ambitious work culture.

Ultimately, although the hashtag #quietquitting may soon fall into obscurity on Twitter. The problem of addressing the balance in our future workforce is only going to continue, at least for the short-term.

ConclusionQuiet quitting may be a passing trend, but the effects of disengaged workers are not to be taken lightly.

This lack of engagement is a missed opportunity to contribute to the work culture of your organisation. Something which has been lacking in remote teams, as well.

In taking steps to address the issues, firstly, start a conversation. And secondly, follow up on any agreed actions.

Remember, you cannot always prevent or solve the problem of unmotivated staff. If it’s affecting your business, you should seek to terminate their employment.

Have you encountered a actively disengaged employee in your business? And were you able to turn the situation around? We would love to hear your experiences in the comments.

Sources Mentioned in this Article* YouTube: Bryan Creely Quiet Quitting * Dictionary.com: Definition of Quiet Quitting * Gallup: Is Quiet Quitting Real? * Monster Intelligence: Poll of the Future of Work and the Evolving Jobs Market * Google Trends: Searches for ‘Quiet Quitting’ * The Guardian US: ‘Quiet Quitting?’ Everything about this So-Called Trend * Psychology Today: 5 Reasons Why Quiet Quitting is Great for Mental Health

You Might Also be Interested in* Guest Blog: The Benefits of Learning How to Upserve Your Clients * TubbTalk 121: Application Security: What MSPs and MSSPs Should Know for Success * Why Mental Health is a Key Pillar to Success for IT Businesses

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Tubbservatory Round-Up – Tools and Resources for Your MSPEach week Richard throws a spotlight on five resources Managed Service Provider (MSPs) business owners should take note of in the IT industry. The Tubbservatory is a weekly video broadcast featuring useful articles, podcasts and events that bring value to IT business owners.

Tubbservatory Round-Up #13 – January 2023 is a recap of all of the Tubbservatory episodes made during the month of December. It’s edited together for you to watch at your convenience. The items are summarised below, with links to the resources mentioned in the video at the end of this article.

This month’s topics include: Cybersecurity, Marketing, Industry Trends and we look at the forthcoming events for MSPs and IT Professionals.

Tubbservatory: The January 2023 Round-Up Video

Tubbservatory Round-Up #13: January – Week 1#1 Marketing Podcast Network’s Podcast LibraryMarketing is top of mind for most MSPs this year, and so I wanted to bring your attention to the Marketing Podcast Network, the brainchild of social media expert Jason Falls.

Whether you’d rate your marketing level at expert or newbie, The Marketing Podcast Network contains shows that will educate you on how to make 2023 your MSPs best year yet for new business!

#2 SuperOps Win 17 Awards in G2’s Winter 2023 ReportI’m a big fan of shining a light on the fast-growing challengers in the Managed Services space, so huge congratulations are in order to RMM/PSA platform SuperOps.ai, who have won 17 awards across categories from the prestigious G2 platform in its Winter 2023 report, reports Manish Balaji of SuperOps.

Winning awards such as Best Support and Best ROI means that SuperOps officially steps into the High Performer quadrant in G2’s Winter 2023 announcement.

MSPs, if you’ve not taken a look at SuperOps.ai lately, now is the time to check them out!

#3 The Tech Tribe’s Growably PlatformMore marketing news, as the illustrious leader of The Tech Tribe, Nigel Moore, recently announced how Tribal MSPs can build an amazing MSP website in 60 seconds (kinda!).

The Tech Tribe have released a brand-spanking new feature in their Growably platform that allows MSPS to build awesome looking websites – fast!

And if you’re not a member of The Tech Tribe, check out The Tech Tribe for a 40% discount!

#4 Learn and Test DMARCMSPs know email security is key to preventing cybercriminals breaching your client’s systems, but setting up email security such as SPF, DKIM and DMARC can be… challenging.

Thanks to MSP expert Todd Kane for sharing the excellent Learn and Test DMARC website which makes the process easy, holding your hand through each stage.

#5 The 2023 Awesome List of Events for MSPsIf you’re looking for some ideas of MSP events to attend in 2023, then look no further!

At Tubblog, we’ve put together ‘The 2023 List of Awesome Events for MSPs’, which is already filling up fast!

If you have any events you think should be included in our list, then get in touch!

Tubbservatory Round-Up #13: January – Week 2#1 How to Add Vertical Specialties to Grow Your Cybersecurity PracticeThe riches are in the niches — so says Ronan McCurtin of Acronis with advice for MSPs on ‘How to add Vertical Specialties to Grow your Cybersecurity Practice.’

Build on current strengths, seek specialised vendor partners and develop a focused marketing approach are just three of the tips McCurtin gives to MSPs.

If you’re looking to define your MSPs niche in 2023, then this article is an excellent guide.

#2 Dark Data: The Dirty Secret of the ICT SectorDark data is “The dirty secret of the ICT sector”, so writes Tom Allen of Computing.

Poor storage practices are a massive drain on the world’s resources.

Storing unstructured and unused data generates millions of tonnes of greenhouse gases every year, as well as consuming huge amounts of water and taking up vast swathes of land; but businesses and data centres can make a major and immediate difference with one simple step: taking control of data storage.

It is up to everyone – especially IT leaders, with control over business data – to take the iniatitive with storage.

#3 An Essential Cloud Security Checklist (and Best Practices)Keeping your clients’ cloud data secure is imperative, so here’s an Essential Cloud Security Checklist (Plus Best Practices) from Alternative Cloud Provider, Linode.

And if you want to try this guide out in real-time, Linode are offering a $100 credit for any new accounts.

#4 Video – Barracuda SOC: Understanding Emerging Cyberwarfare AttacksTalking of Cybersecurity, if you want to understand the Emerging Cyberwarfare Attacks expected in 2023, then the Security Operations Centre at MSP specialists Barracuda have an excellent video to explain more.

In this video, the Barracuda SOC team discusses the effect of the world affairs that are impacting the cyberthreat landscape and how your MSP can prepare for the cybersecurity year ahead.

#5 TruMethods Schnizzfest 2023 Returns on 23rd – 25th January 2023If you’re looking for the first event of 2023 to attend, then the world famous MSP Schnizzfest takes place on Jan 23-25th in Pheonix, Arizona.

MSP Legend Gary Pica will be bringing the TruMethods community together with 3 days of:

Thought Leadership
Interviews
Panels
Special Content Tracks, and
Networking Opportunities

Tubbservatory Round-Up #13: January – Week 3#1 Pax8: These Five Trends Will Shape the IT Channel in 2023These Five Trends Will Shape the Channel in 2023, says Pax8 in this intriguing blog post.

Growth in cloud tops the list of 2023 trends, and despite the gloomy economic outlook, smart MSPs will find pportunities to grow and defy macroeconomic forces.

This article is definitely worth a read to gauge the pulse of the MSP channel for the year ahead.

#2 SMB Community Podcast: What’s on Our Radar?If your ears crave MSP podcast listening this year, then check out the SMB Community Podcast which has been rebooted!

Host Karl Palachuk is now joined by MSP veterans Amy Luby, Amy Babinchak and James Kernan.

Could you pack any more smarter minds into one podcast? Listen and find out!

3 Zomentum Reveals Acronis Cyber Cloud Integration for its PSANews that MSP revenue platform Zomentum now integrates with the Acronis API to obtain licence information and update your MSP contracts daily. The result? You can save time and resources by avoiding manual re-typing and improving profits with accurate billing.

This is a welcome step to help MSPs avoid the dreaded revenue leaks.

Zomentum MSPs can find out how to enable this new feature at the Zomentum website.

#4 Video: Google My Business for MSPs Did you know that up to 50% of local businesses have not claimed their Google My Business profiles?

This seems crazy, so our friends at Pronto Marketing have put together a ‘Google My Business Video Guide for MSPs’.

If you haven’t got your Google My Business profile claimed and set up for your MSP, watch this video now!

#5 The Cyberdrain Capture the Flag Event for MSP ProfessionalsThe annual CyberDrain Capture The Flag event for MSP Cybersecurity Professionals will take place between 14th Feb and 23 Feb 2023!

This event is an initiative by MSP Cybersecurity Expert Kelvin Tegelaar to help technology professionals gain new skills in a playful and competitive way. Judges from MSPGeek will be lending their expertise too!
Check this event out to sharpen your cybersecurity skills and win prizes!

Tubbservatory Round-Up #13: January – Week 4#1 The MSP’s Guide to Selling Network SolutionsYou may have heard me get on my soapbox about why MSPs should be selling clients their own networks solutions. I believe not doing so is leaving money on the table.

Well, if you need some help, The MSP’s Guide to Selling Network Solutions by James Sullivan at Pax8 is an excellent resource.

Connectivity is a Solution, NOT a commodity, says Pax8, and I couldn’t agree more.

This is definitely a guide to check out.

#2 E-Book: The 7 Point Checklist for the Ultimate Sales PipelineMSP revenue generator platform Zomentum are offering MSPs the ultimate guide to creating powerful sales proposals that win!

If you’re searching for ways to make your MSP sales proposals look appealing without sacrificing your soul and sanity, then this book is for you.

#3 Scrape and Monitor Data with Browse.aiMost MSPs would love the opportunity to monitor their competition. Right?

Well, that’s exactly what the tool Browse.ai can do!

Jason Kemsley at Uptime Solutions recommended Browse.ai by saying it can export information from competitors’ websites to ensure you are up to date with what/how they are sharing or doing online that is helping their success.

#4 The YouTube for Business CommunityComing into 2023, video marketing is huge! But if you’re struggling to get your MSP’s video strategy in place, then this training might be for you.

Matthew Hughes, aka King of Video, is a former IT rofessional who has launched the YouTube for Business community.

The goal is to teach you to discover how to strategically launch, grow and monetise your YouTube channel.

#5 The MSP Rescue Roadshow – 17th February 2023On February 17th 2023, MSP legend Harry Brelsford will be hosting the MSP Rescue event live from Chicago, Illinois.

This one-day event focuses on success factors ranging from uncovering internal operational efficiencies to hedging your services, solutions and client offerings that include counter-cyclical elements.

Links to the Resources Mentioned in this Round-UpFrom Week 11. Marketing Podcast Network’s Podcast Library 2. SuperOps win 17 Awards in G2’s Winter 2023 Report 3. The Tech Tribe’s Growably Platform 4. Learn and Test DMARC 5. The 2023 Awesome List of Events for MSPs

Mentioned in Week 21. How to Add Vertical Specialties to Grow Your Cybersecurity Practice 2. Dark Data: The Dirty Secret of the ICT Sector 3. An Essential Cloud Security Checklist (and Best Practices) 4. Video – Barracuda SOC: Understanding Emerging Cyberwarfare Attacks 5. TruMethods Schnizzfest 2023 Returns on 23rd – 25th January 2023

Week 31. Pax8: These Five Trends Will Shape the IT Channel in 2023 2. SMB Community Podcast: What’s on Our Radar? 3. Zomentum Reveals Acronis Cyber Cloud Integration for its PSA 4. Video: Google My Business for MSPs 5. The Cyberdrain Capture the Flag Event for MSP Professionals

And Week 41. The MSP’s Guide to Selling Network Solutions 2. E-Book: The 7 Point Checklist for the Ultimate Sales Pipeline 3. Scrape and Monitor Data with Browse.ai 4. The YouTube for Business Community 5. The MSP Rescue Roadshow – 17th February 2023

How You Can HelpThat’s all from the Tubbservatory Round-Up for January 2023!

Are you aware of a useful tool or resource you think we may be interested in?

Please let us know in the comments.

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Three Expert Interviews on the Best MSP ToolsRichard speaks to representatives from three of the biggest solution providers in the IT space to talk about the best MSP tools to invest in now.

These three interviews were all recorded live at IT Nation Connect 22, which took place in Florida at the end of 2022.

An Interview with Ben Spector and Ted Roller of ZomentumZomentum is a revenue platform, built for partners and vendors building partner programmes. Ben Spector is Head of Solutions, and Ted Roller is Channel Chief.

How Zomentum Differs from Other MSP Quoting ToolsBen explains that there are two sides to the Zomentum MSP tool – one for partners and one for vendors: “Zomentum Partners is a sales and revenue management platform that helps to grow, manage and retain your revenue.

“That includes conducting assessments, putting together quotes and proposals and offering visibility into the sales pipeline. And vendors are able to grow partnerships into a major acquisition channel.”

Zomentum is different to other MSP tools because as well as providing the quote and maintaining your CRM, the level of detail provided on the sales process helps to close the deal.

How the Zomentum Tool Helps MSPs with SalesIn Ben’s opinion, there are two types of MSP: the engineering-led MSPs that can’t sell, and there are sales-led MSPs that can’t deliver. The vast majority of MSPs in the industry are engineering-led. So Zomentum gives those engineers all the tools and know-how to build a sales structure and put a proper process in place.

How it Fits in With the Vendor Eco-StructureTed explained that the design of Zomentum allows vendors to tailor each quote for each potential customer – those who know their products well can easily present a range of options. And they can teach MSPs how to do that.

“We all know that pulling information from multiple vendor sites is time-consuming. Using our drag-and-drop facility means it’s much quicker to add the information you need and to replicate the process for each quote.

“What it really means is that MSPs can leverage our revenue platform to drive value. They have access to vendors who will give them all the materials you need to quote more quickly, more effectively. And more often.”

How to Connect With Ben and Ted* Zomentum * Follow Zomentum on Twitter * Like Zomentum on Facebook * Follow Zomentum on LinkedIn * Email Ben Spector * Email Ted Roller

An Interview With Joe Alapat and Matt Miller of LiongardLiongard are a data platform for MSPs, providing visibility into all systems in the modern IT stack and delivering the right security outcomes. Joe Alapat is Liongard’s CEO, and Matt Miller is their Vice President of Product.

The Type of MSPs Who use LiongardMatt explains that their most successful users are growth-oriented and invest in the tools and processes that will help them to growth their business efficiently. And to do that, they want the best-in-class MSP tools to drive powerful outcomes for their customers.

He adds: “Our typical users have around 15 end customers. They come to us when they get to the point where their engineers can’t keep the differing client needs in their heads. They need Liongard to help them grow the team and scale the business.”

How Liongard Fits in With the MSP Tool StackJoe says that most MSPs who leverage the platform see it as part of their standard tool set. They understand that this single data platform allows them to see into all the systems they’re managing.

“Once they realise that, it opens their eyes to the value MSPs provide and the advantages available. We noticed that there wasn’t anyone focused on configurations of systems across the stack. You might hear the phrase ‘full stack visibility’ – we call it ‘unified visibility’. That’s from cloud to endpoint.

“Our goal is to drive value for our partners, and that defines how we build our features. The ultimate outcome is to give MSPs an advantage to drive profits. And at the same time, increase customer satisfaction and learn from the data our tool gathers.”

How the Liongard Tool Solves MSP Pain PointsMatt explains: At the heart of what we create is the centralised data asset, which powers a lot of outcomes. Our most advanced MSP users get a baseline configuration of the systems in their stack. They use that to see where they are now and where they want to be.

“That might be aligning to a security framework, and the tool allows them to track progress and update when they onboard a new client. But it also helps with everyday things, like tracking SSL certificates that are about to expire, or a domain registration.”

How to Connect With Joe and Matt* LionGard * Follow Liongard on Twitter * Like Liongard on Facebook * Follow Liongard on LinkedIn * Connect with Matt Miller on LinkedIn

An Interview With James Steel of LinodeLinode are a Linux-based cloud computing solution, offering virtual private servers to their clients. And they offer a layer of services to go alongside. James Steel is Partner Community Champion at Linode.

Typical MSP Users of the Linode ToolJames says that their typical partners are companies doing some sort of web or application development. “Linux is the platform of choice in a lot of cases. And we’re a fraction of the price of some others. We try not to focus on that, but it’s true.

“We’re partner-friendly, too. Our clients can pick up the phone at any time and speak to an expert who can really help them. You’d have to invest a lot to get that kind of service from one of the Big Three.

“The other type of client is looking for additional storage. They run applications and need additional support. Finally, there are some amazing security suites in the open-source space, and they come to us too.”

How Linode’s Acquisition by Akamai Helps Their MSP ClientsJames explains that Linode had been carving out a niche in the alternative cloud space. And now, with the Akamai acquisition, they’re able to scale. “We’re looking to double the number of data centres and more computing locations.

“It means that we’re able to match the reach of the hyper-scalers, but with the price point that fits the alternative cloud category. We’ll be able to support a lot more clients with their business needs.”

How Linode Help Clients Use Their MSP ToolLinode know that support is essential for MSPs, because the buck stops with them. “We want to be simple to use, and make things ‘self-service’ as much as possible. We work to make it straightforward to get started with the Linode solution.

“And we have a huge amount of documentation on the website to help new clients get started. And if you get stuck with anything, we have a lot of walkthroughs and explainer videos on our YouTube channel. Plus, we have a partner channel that highlights how our clients use the tool in their MSPs.”

How to Connect With James* Linode * Follow Linode on Twitter * Follow Linode on LinkedIn * Connect with James on LinkedIn * Subscribe to the Linode YouTube channel * Subscribe to the Linode Partner YouTube channel

Mentioned in This EpisodeZomentum* Sales quoting software: QuoteWerks * Close CRM * Proposal templates & quote software: ConnectWise CPQ (formerly ConnectWise Sell) * Video: Zomentum Walkthrough * Video: Zomentum Connect Walkthrough

LionGard* Book: W. Chan Kim & Renee A. Mauborgne: Blue Ocean Strategy, Expanded Edition: How to Create Uncontested Market Space and Make the Competition Irrelevant * Active Directory * Endpoint Security: Sentinel One * Accounting Software: QuickBooks

Linode* UniFi-Ubiquiti servers * Open-source tool: Odoo * Open-source security: Wazuh * Security and cloud delivery: Akamai * Cloud computing: Digital Ocean * Alternative cloud: Vultr * Cloud-based network management: Auvik * Tom Lawrence YouTube channel

You Might Also be Interested in* Podcast (with Ben Spector): How to Accelerate Your MSP Sales for Business Growth * ebook: The MSPs Guide to Moderrn Cloud Infrastructure * Podcast: Microsoft Stack and Why MSPs May Consider an Alt Service Desk

The post TubbTalk 122: IT Nation Connect 22: The 3 Best Tools MSPs Should Have appeared first on Richard Tubb.

Blue Ocean Strategy, Expanded Edition: How to Create Uncontested Market Space and Make the Competition Irrelevant

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An Interview With Michael George Michael George is CEO of Invicti Security. They’re an accurate automated application security testing platform that scales like no other solution.

He tells Richard Tubb why application security should be a priority for today’s MSPs. And, he explains why Invicti believe that the new frontier for cyber hackers is applications. Because it’s much harder to get in directly into infrastructure, and application security is often weaker.

The Importance of a Strong Company CultureReflecting on his time at Continuum, Michael says that it took time for the team to gel and come together. “It didn’t happen instantaneously, but by the end we felt like a family. We had a remarkable culture.

“In it, everyone was bound together by a common mission and objectives. They all had the right attitude and work ethic, and something magical happened. That’s what you need for a strong company culture. I knew the names of so many of my staff of 1,400 people, and their families too. You need to show interest.”

Why Application Security Testing is so Important in Modern CybersecurityFor a long time, smaller businesses have felt that they weren’t significant enough to be a target of a cybersecurity attack. We now know, of course, that by believing they weren’t vulnerable, they made themselves targets.

“At every level, including the vendors, companies were being attacked. Once the hackers got into them, they could infiltrate thousands of other businesses. Now that people understand the risk, it’s become a priority for them. But they’re still fairly clueless when it comes to understanding their weak points.

“We use a tool called Discovery which looks at internal and external applications in a business, and they don’t even realise how many they have. Some are dormant but still on the system, and they represent an entry point. Without application security testing, they can’t be fully protected.”

Not completely sure what application testing is? This might help!

How Invicti is Viewed by the Wider Cybersecurity CommunityMichael says the fact that their tools are easy to use is a hallmark of what they do. “We’re dealing with very important, big and complex problems, but we spend a lot of time on both the user interface and the user experience.

“When we onboard customers, we take time to get them up and running, and then they get unlimited scanning per application. We know they’ll have to scan the same applications over and over.

“I think the cybersecurity world sees us as a sophisticated, high value tool which is easy to implement and has features that none of our competitors offer. We even offer ‘proof-based scanning’, which we implement when we’re trialling the solution with a prospect. That really demonstrates our worth.”

How Invicti’s Application Security Fits in to the MSP MarketMichael explains that the majority of their users are SMBs, and their average sale price is in the same zone as a PSA or RMM. “From clients we’ve worked with, we know that application security is one of their biggest worries. Those who’ve moved into MSSP – a security focus – need a tool to help them protect their clients.

“If applications are vulnerable, you need to correct that immediately. But at the same time, we don’t want to be a standalone solution. So we’ve worked hard on integrations. We have a very simple API layer so you can plug into your existing stack. Take our data and use it wherever you are.”

The Practicalities of Solution Consolidation in CybersecurityMichael says that most MSPs and MSSPs tend to use the same few vendors, and it’s essential that these tools work together. If one doesn’t suit your needs, you have to look elsewhere, but there are only a handful at the top level.

And that, Michael says, is where consolidation comes in. “We’ve seen a few big mergers recently, and for the most part they’ve been positive for the users. Consolidation is inevitable, and it’ll happen in the cybersecurity world sooner rather than later. There will only be a couple of winners, and Invicti intends to be one of them.”

How Invicti Helps MSPs Manage Risk in a Scalable WayOne big advantage that Invicti has is that its scans run very fast, and they prioritise and highlight the key areas that need addressing so they can be remediated quickly. Clients can also choose what to scan for, so they may look for API vulnerabilities, or zero-day threats.

The tool (Acunetix) is cloud-based and runs on Linux, making it secure and accessible. Scans can be run concurrently, and there can be tens of thousands of scans done in a short space of time. That means the MSSP can support multiple clients at the same time, so scaling doesn’t mean they compromise on their ability to deliver results.

How to Connect With Michael George* Invicti * Follow Invicti on Twitter * Like Invicti on Facebook * Follow Invicti on LinkedIn * Connect with Michael on LinkedIn

Mentioned in This Episode* ConnectWise * Jira * Jenkins * ServiceNow * A3Sec SAS * Smart Solution Consulting GmbH * Monogo * Bulletproof * Kaseya * Linux * Summit Partners (growth equity firm) * Book: David Foster Wallace: Infinite Jest * David Foster Wallace Kenyon College commencement address: This is Water * Invicti’s AppSec Indicator report * Invicti’s MSSP Program * Invicti Resources Library

You Might Also be Interested in* Podcast (featuring Michael George): Dealing with Customer Objections to Outsourced Services * On-demand webinar: Protecting SMB Clients From Today’s Cybersecurity Threats * Podcast: How do Criminals Think? Cybersecurity for MSPs

The post TubbTalk 121: Application Security: What MSPs and MSSPs Should Know for Success appeared first on Richard Tubb.

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What is up-serving? For today’s article, I’m honoured to be handing over the blog to one of my business heroes, Bob Burg.

Bob is the co-author (alongside John David Mann) of the best-selling book, The Go-Giver: A Little Story About A Powerful Business Idea.

The Go-Giver is a book I consider one of my top-three life-changing reads. It is also the book I gift most often to other people. I’d highly recommend you read it.

After you’ve read Bob’s article, I’d also recommend you listen to my TubbTalk Podcast interview with Bob where we talk about How Being a Go-Giver Can Increase Your Sales.

Richard Tubb.

Have you ever been…”Up-Served?”

This is when you purchase a product and before closing out the sale you’re given an opportunity to buy something related to your original product but probably less expensive.

For example, additional ties or belts after buying a suit, a servicing plan after buying a new air conditioner, etc.

And, after you did… were you glad that you did?

The benefits of Up-ServingThe cool thing about being up-served is that (again, assuming you were happy with your decision) when this occurs, both parties benefit.

The buyer benefits (profits) as he or she receives more value than originally planned and the seller profits by increasing their “net” during the same exchange.

Of course, this is usually called an “Up-SELL.”

And there’s absolutely nothing wrong with that term, other than that it seems to come from the seller’s viewpoint rather than on how it helps your client.

Up-Selling vs Up-ServingSo, from now on, let’s call it an “Up-Serve” as that’s the focus: to serve your client with more value than originally expected.

Our additional profit is simply the result of our focus on them, and being able to serve them appropriately.

Speaking of which…yes, I’ll have fries and a cola with my veggie-burger, thank you!

How can you Up-Serve Your Clients?Question: How do you Up-Serve in your business in order to increase the value you’re providing your new customer while — as a result — increasing your company’s bottom line?

Leave a comment below or get in touch with Richard or me, Bob Burg!

About Bob BurgBob Burg is the co-author (with John David-Mann) of the best-selling book, The Go-Giver, a Wall Street Journal and BusinessWeek Bestseller.

Bob’s Go-Giver book has been translated into 30 languages.

It was rated #10 on Inc. Magazine’s list of the Most Motivational Books Ever Written.

Further, the Go-Giver was featured on HubSpot’s 20 Most Highly Rated Sales Books of All Time.

In the Go-Giver, Bob shares how a subtle shift in focus is not only a more uplifting and fulfilling way of conducting business but the most financially profitable way as well.

If you’d like to receive regular ideas, tips and wisdom from Bob, then sign-up for the the Daily Impact email.

You Might Also Be Interested In* Podcast – How Being a Go-Giver Can Increase Your Sales * Article – Do Givers Gain? * Podcast – Why Building a White Glove MSP Leads to Better Client Relationships

The post The benefits of learning how to Up-Serve your clients appeared first on Richard Tubb.

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An Interview With Dave Algeo Dave Algeo is the founder of the Midlife Reshape Academy. He specialises in helping people in all walks of life to refocus on their health and wellness and get back to their past fitness level.

His mission, should you choose to join him, is to seek out ways to get life back on his terms, heading in a more fulfilling direction and enhancing his health in the process.

Dave is a writer, coach, and constantly curious person, striving to encourage others to live big – by identifying the small but significant things that can transform the life we are living.

Preventing Overwhelm and BurnoutOne of the challenges in midlife, says Dave, is our physical health. So, he tells his clients to start where they’re at. You don’t have to try and make big changes straight away. Give yourself 10 minutes a day to sit quietly and let your thoughts percolate.

“Start small, and build on that over time. When you’re introducing new habits and taking time for yourself, you get to choose how fast or slowly you go. That’s why having time to think about things without interruptions or distractions is a good thing.”

Once you’ve identified whatever it is that’s overwhelming you, you can find ways to manage it, one small step at a time. Then, keep building on it. For instance, meditate for an extra five minutes per week, or go for a walk at lunchtime, a little further each day.

Balancing Productivity and WellnessIt’s very easy to get distracted, because smartphones mean we’re constantly connected to the outside world. Dave recommends creating a morning routine to do before you check your emails or social media.

“My version is called the ‘opening ceremony’, and it’s sitting quietly with a coffee. I think about the day ahead and see if what I’ve planned is actually the best thing. Then, I take my daughter to school and go to the gym. That’s it.”

Over time, Dave says, that on the days you don’t do your morning routine, you’ll realise that you need it to help you manage your wellness. It can be a clue that you’re starting to feel overwhelmed with something.

Juggling Competing Demands to Maintain WellnessModern life is full-on, and it’s hard to juggle work, family and other commitments with your own wellness. When overwhelm hits, we can often start negative self-talk, which only makes things worse.

“What I encourage people to do is start to recognise when they’re feeling burned out and trying to keep all the plates spinning. Once they can do that, they know that they need to give themselves some time out, whether that’s 10 minutes or 30 minutes.”

The SDADS MethodDave explains that we all have things we think we should be doing, and they can overwhelm us. “Take a moment to ask yourself if that task is what you really need to be doing – is it moving you towards your goals? Or can you put it down?

“I personally overcomplicate things, so I’ve come up with the ‘SDADS’ method to help me. Tim Ferriss says “What would this look like if it was simple?” and that’s the ‘S’. How can you make this easier?

“Next, if I can’t make it easier, can I ditch it? If I can’t, can I automate it? The second ‘D’ is delegate – can I pass it to someone else. But you only consider this if you really can’t ditch or automate. And the final ‘S’? Simplify again!”

How to do the Right Things for Your Own WellnessWhen you’re focusing on work rather than your health and wellness, Dave recommends touchpoints. Remember your longer-term vision and ask yourself “What do I aspire to in life and health? What might happen if I don’t change things? How can I get to that goal? And work backwards from that.”

Dave adds that it’s helpful to come up with smaller, short-term goals too – you can build on these and see some positive changes straight away. This helps you to stay focused on your longer-term vision and stops you feeling disappointed.

“For each goal, come up with three elements that will help you achieve it. And within those, three small actions you can do consistently. Don’t try to do it all at once, especially in the beginning. Touchpoints throughout the day will keep you on track and let you check in with yourself.”

Breaking Bad Habits

When we want to eliminate bad habits, it’s not as simple as just deciding not to do it. “Stopping something dead is really hard, so we use a technique called ‘temptation bundling.’ It comes from economics, but it works in psychology too.

“So when you want to bring in a new habit, you attach it to something you’re already doing. Say you play Wordle in the morning: rather than doing that first, make it a treat that you do after your new habit, which could be as simple as your 10-minute morning routine.”

Dave describes these as ‘stop moments’ rather than stopping something completely. “You’re very clear about giving yourself that stop moment to do the ‘bad habit.’ And giving yourself that time out also allows you to reflect on whether or not that habit is really helping you to move in the right direction.”

What is temptation bundling? Find out more here.

Mental Health and WellnessWhen we think about mental health, we often think of it as a negative. But, Dave says, “It’s really about recognising that we’ll all have bad days, and some of us have more things to manage than others.

“The support we need varies throughout our life, and the good news is, it’s much easier to be open about these things. It’s better to ask for help rather than muddling along on your own.

“Getting more familiar with the warning signs that you’re struggling is important. It might be that you’re working longer hours, emotionally eating, drinking too much. Whatever it is, get to your own signs and build coping strategies to help. And remember – you are not your emotions, no matter how it feels at the time.”

How to Connect With Dave Algeo* Midlife Reshape * Email Dave * Follow Dave on Twitter * Connect with Dave on LinkedIn * Like The Restless Midlifer on Facebook * Watch Dave’s videos on YouTube

Mentioned in This Episode* Crackerjack video featuring Rosie * Layne Norton * Book: The IT Business Owner’s Survival Guide * Guest blog post: Writing Down Your Successes * Productivity tool: AppBlock (for Android users) * Productivity tool: Freedom (for iOS users) * Audio course: Operation Snooze * Meditation app: Headspace * Meditation app: Calm * Book: Prof. Matt Walker: Why We Sleep * Tubblog mental health resources * Chrome extension: Newsfeed Eradicator * Pastor Steven Furtick

You Might Also be Interested in* Podcast: Productivity, Healthy Habits and Getting Things Done * Blog: Why Mental Health is a Key Pillar to Success for IT Businesses * Podcast: Mental Health for MSP Owners

The post TubbTalk 120: What do Mid-Life MSP Owners Need to Know for Better Health and Wellness? appeared first on Richard Tubb.

Why We Sleep: Unlocking the Power of Sleep and Dreams

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Tubbservatory Round-Up #12 – December 2022 is a recap of all of the Tubbservatory episodes made during the month of December. It’s edited together for you to watch at your convenience. The items are summarised below, with links to the resources mentioned in the video at the end of this article.

This month’s topics include: Leadership, Employee Engagement, Sales, Cybersecurity and Mitigating Risk.

Tubbservatory: The December 2022 Round-Up Video

Tubbservatory Round-Up #12: December – Week 1#1 Odoo – An Open Source ERP & CRM PlatformOdoo is an open source platform ERP and CRM solution with an impressive array of integrated apps.

Odoo’s unique value proposition is to be easy to use and fully integrated. It’s a centralized, online platform that’s available anywhere, and on any device.

I’m hearing great things about Odoo from Managed Service businesses who are impressed by its power and simplicity.

One to keep an eye on.

#2 The 10 Key Competencies of LeadershipA short video that will help MSP owners is the 10 Key Competencies of Leadership from Tribero.

The competency areas include:

Communication
Problem Solving
Innovation
Leading People

In under 4 mins, Trevor Norman and his team share some valuable leadership tips.

#3 Threat Predictions for 2023 from Barracuda’s Security FrontlineAn excellent article worth reading is Tilly Travers writing for SmarterMSP on threat predictions for 2023 from Barracuda MSP’s security frontline.

The article asks 5 top Cybersecurity experts including Riaz Lakhani, the CISO at Barracuda, for their advice to MSPs going into 2023.

This is advice that every MSP should read and take on board to help keep you and your client’s safe.

#4 Linode’s Partner Roundup featuring Dogsbody TechnologiesAre you looking for an open source M365 alternative?

That’s just one of the resources James Steel of Linode mentions in his latest MSP Partner Roundup video.

Linode also shines a spotlight on Linux-focused MSP, Dogsbody Technologies: Providers of Linux Cloud Services to SaaS companies.

#5 Pax8 Virtual Launch Briefing – 8th December 2022The next Pax8 Virtual Launch Briefing took place on 8th December 2022.

The Launch Briefings usually take about 90 mins, with one goal – to grow your MSP business.

Reasons to attend them include:

Gaining solutions to common MSP pain points
Learning PSA integrations to ease billing headaches
Getting an inside look from a current Pax8 partner

Tubbservatory Round-Up #12: December – Week 2#1 How Can IT Leaders Address ‘Quiet Quitting’?Since the phrase ‘quiet quitting’ went viral on TikTok in the summer, there has been a constant buzz about it in the press.

Although some may argue “Is this just the same as good-old fashioned ‘disengagement’ under a fancy new name?”

Computer Weekly’s Cath Everett suggests that the ‘quitters’ often result in other staff picking up the slack, which could lead to burnout, or them simply moving on.

This article is full of pointers on how to take the necessary remedial actions as a leader to build resilience in your own workforce.

#2 Tate Talks Podcast Back for Season TwoBack for a second season is veteran MSP expert Chris Tate’s Tate Talks. The half-hour interviews with MSP luminaries kicked off again in November, following a short hiatus.

You can catch all of the previous season one episodes here too, in case you missed them.

The episode with Robert Baugh of Keepabl is a great introduction into how he found a niche in the market – to make Compliance-as-a-Service much less of a headache for small businesses.

#3 Video: How to Stop Data Leakage in Microsoft365If only there was a way to prevent people in your business from sharing sensitive data. Well, if you’re a Microsoft 365 business premium customer, you can!

This blog from Integral IT’s Jonathan Edwards gives you a step-by-step guide in how to set up policies within 365’s Data Loss Protection portal.

There is also a video to help guide you as well, should you need it.

#4 How to Answer the 7 Toughest Prospect Questions

When it comes to sales, your ability to answer tough questions demonstrates your understanding of how your products and services are likely to meet your customer’s needs.

This article from Zomentum contains essential tips to help you prepare for those common objections and difficult questions by giving you 7 of the most common for you to prepare for.

These questions will help you demonstrate your value as an MSP, which is vital in closing a sale with a potential client.

#5 The ‘Not an MSP Show’ is Back!Pete Matheson, Andrew Moon and Scott Riley are joined, once again, by our very own Richard Tubb. They will be sharing their insights on a range of MSP-related subjects in live broadcasts.

From ways to reduce your customer support costs to maximising customer lifetime value.

So you don’t miss a broadcast, you should subscribe to the YouTube channel now.

Tubbservatory Round-Up #12: December – Week 3#1 MSPHERE the French-Speaking Community for BeMSP PartnersFrench MSP BeMSP launched a community for French-speaking managed service providers earlier this year.

MSPHERE (or ‘MSP HERE’) is a collective intelligence community where members can get in touch and share expertise, and get answers from a team of experts.

The community already has 132 members and is growing.

As you would expect, their values focus on kindness, mutual aid, sharing and solidarity.

#2 Encourage a Healthy Work-Life Balance to Empower Your MSP EmployeesAs a business owner, your employees are an essential part of the machine that makes your enterprise work.

A workforce out of balance will affect productivity and your bottom-line could be affected as a result.

This short guide from SuperOps gives a few pointers on what you can do to support your staff if they:

Are working long hours
Forgetting to take proper breaks
Feeling disengaged

#3 7 Apps to Help Improve Customer ExperienceCustomer experience is an important factor that can set you apart from your competition. Therefore, it’s worth investing the time to get it right.

This blog-post from Midlands MSP 2Logic offers 7 tools that can be utilised to up your communications game in 2023; And thanks to cloud technology, these won’t cost you a fortune to implement.

#4 Highlights of the Acronis CyberFit Summit 2022 In case you missed the Acronis Cyberfit Summit last month, Acronis have written a pair of blog posts with all the highlights from the event for you to read at your leisure.

Split over the two days, they give a full recap of the keynotes, product announcements and the roadmap for 2023.

Highlights from the event included the Dragon Cyber Cup, a panel of Women in Cyber and the live broadcasts from the Cyber Studio, featuring interviews by our very own Richard Tubb.

#5 ‘Merry Christmas’ – 30 Years of the Text MessageIt was on the 3rd December 1992 when an engineer in Berkshire sent the first text message.

It was sent on an Orbitel 901 phone to the office manager who was at a Christmas party at the time, and it simply read: “Merry Christmas”.

According to Statista the humble SMS is in decline. There were only 40 billion text messages sent in 2021, compared to the 100 billion messages that WhatsApp users send every day.

Tubbservatory Round-Up #12: December – Week 4#1 ChatGPT: the Complex AI Chatbot Tool from OpenAIIf you’ve not yet come across ChatGPT, then prepare to be impressed at how this AI Chatbot works.

For example, in this article for CNET, David Lumb explains how ChatGPT can fight Hospital Bills and even Invent Bedtime Stories for your children!

Despite this kind of technology seeming a long way off, every MSP should keep abreast of today’s AI developments.

#2 Easily Deploy a Mastodon Server with Linode MarketplaceWith Elon Musk’s turbulent takeover of Twitter, many Tweeps are moving to rival social media platform, Mastodon.

Unlike Twitter, Mastodon is decentralised. Meaning it exists on independently run servers.

So this article from Hillary Wilmoth of alternative cloud provider Linode should be of interest, as it describes how to easily deploy a Mastodon Server using the Linode Marketplace.

#3 A Guide for MSPs on Identifying and Mitigating RisksWith the economic crunch comes a situation which many MSPs dread — client’s non-payment or going bust.

Jason Kemsley at Uptime Solutions gives some advice to MSPs on Identifying Risks and Mitigating.

The article suggests keeping a risk register, so that you can closely monitor contracts or clients that are in danger of becoming unviable.

#4 UK Government Extends NIS Regulations to Cover MSPsNews that the UK government will extend its Network Infrastructure and System (NIS) regulations to cover MSPs.

Islam Soliman reports for IT Europa that the update aims to improve the cybersecurity of firms providing critical services such as healthcare, water, energy and computing, supported by a £17m fine if they fail to effectively implement security measures.

Managed Service Providers should expect to a greater tightening of regulations in the future, so this article is a worth a read.

#5 Video: I Spent 7 Days Working in the Metaverse by Pete MathesonMSP expert Pete Matheson Spent 7 Days Working in the Metaverse and has documented his findings in his latest video!

Could the next iteration of working from home include donning an Oculus Virtual Reality headset and collaborating in the Metaverse?

This might not be as crazy as you think, as Matheson explains!

Tubbservatory Round-Up #12: December – Week 5#1 James Steel’s December Parner RoundupJames Steel of Linode dons his Christmas hat for the latest MSP update video.

This time he talks about Akamai’s Next-Gen Cloud Plans, The Virtual Desktop King, Ransomware Recovery Advice & Much More.

James’ videos have been a goldmine of great information for MSPs throughout the year, so if you’ve not checked them out yet, make sure to do so now.

#2 The 2022 Late Payments Report from Chaser.ioLate-payments from clients are the scourge of cash flow issues for Managed Service Providers.

So if you’re looking at shoring up you credit control next year, then check out The 2022 late payments report from Chaser.io

This report assesses the current global severity of late payments, how they can be reduced, and what methods businesses have implemented to deal with them.

Of special interest in the report is the fact that finance services, construction and IT businesses are those spending the longest managing their accounts receivables tasks.

#3 Karl Palachuk’s Book Recommendation: The One Minute ManagerHere’s a glowing book recommendation from MSP legend Karl Palachuk.

The One Minute Manager by Ken Blanchard and Spencer Johnson is a great book for learning how to give employee feedback, says Palachuk in his latest video.

If you’d like an overview of this famous book, then give Karl’s video a watch.

#4 Managed Services Sector Should Brace for More Private Equity ActivityLooking ahead to 2023, the Managed Services sector should brace for more Private Equity activity, says Flow Transform‘s Etienne Greeff.

In this article by James Cowen of CRN, we’re told by the Flow Transform CEO how he believes more companies are likely to become the targets of PE investment in order to consolidate and grow.

Could your MSP be the next target of Private Equity investment?

#5 Linus Tech Tips Present Young People Trying Windows 98For the more mature, experienced IT Professionals amongst us. LinusTechTips have produced a hilarious video where Young People Try Windows 98.

It’s interesting to see their reactions to this familiar and yet quite retro-looking operating system. From its animated mouse pointers to setting up the dialling properties in control panel.

Links to the Resources Mentioned in this Round-UpFrom Week 11. Odoo – An Open Source ERP and CRM Platform 2. The 10 Key Competencies of Leadership 3. Threat predictions for 2023 from Barracuda’s Security Frontline 4. Linode’s Partner Roundup featuring Dogsbody Technologies 5. Pax8 Virtual Launch Briefing – 8th December 2022

Mentioned in Week 21. How Can IT Leaders Address ‘Quiet Quitting’? 2. Tate Talks Podcast Back For Season Two 3. Video: How to Stop Data Leakage in Microsoft365 4. How to Answer the 7 Toughest Prospect Questions 5. The ‘Not an MSP Show’ is Back!

Week 31. MSPHERE the French-Speaking Community for BeMSP Partners 2. Encourage a Healthy Work-Life Balance to Empower Your MSP Employees 3. 7 Apps to Help Improve Customer Experience 4. Highlights from the Acronis CyberFit Summit 2022 5. ‘Merry Christmas’ – 30 Years of the Text Message

And Week 41. ChatGPT: The Complex AI Chatbot Tool from OpenAI 2. Easily Deploy a Mastodon Server with Linode Marketplace 3. A Guide for MSPs on Identifying and Mitigating Risks 4. UK Government Extends NIS Regulations to Cover MSPs 5. Video: I Spent 7 Days Working in the Metaverse by Pete Matheson

Week 51. James Steel’s December Partner Roundup 2. The 2022 Late Payments Report from Chaser.io 3. Karl Palachuk’s Book Recommendation: The One Minute Manager 4. Managed Services Sector Should Brace for More Private Equity Activity 5. Linus Tech Tips Present Young People Trying Windows 98

How You Can HelpThat’s all from the Tubbservatory Round-Up for December 2022!

Are you aware of a useful tool or resource you think we may be interested in?

Please let us know in the comments.

You Might Also be Interested in* The Not an MSP Show: The Weekly Wisdom of Veteran MSPs * TubbTalk 117: How to Grow Your Business in an MSP Community Like IT Nation * Why Mental Health is a Key Pillar of Success for IT Businesses

The post Tubbservatory Round-Up #12 – December 2022 appeared first on Richard Tubb.

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At the beginning of every year, I choose My 3 Words to help guide my direction and goals in the year ahead.

If you’re unfamiliar with the My 3 Words concept, it was created by Chris Brogan, who, since 2006, has chosen three words to serve as a guide for the year ahead.

I have found the My 3 Words concept to be a simple, yet powerful subconscious motivator for ensuring you’re heading in the right direction through your actions and decisions.

For instance, let’s take a look at My 3 Words for 2022 and see how they affected last year for me.

The Results of My 3 Words for 2022For the first time since 2018, I published My Three Words for 2022 publicly.

Of course, you don’t have to share your 3 words, but I find that by putting my intentions out there, they help others understand my motivations and intentions for the year ahead.

My 3 Words for 2022 were:-

Subtract – To give me more margin and to add to the quality of my life, I will subtract the tasks, obligations, people and items that no longer bring me joy.
Forgiveness – To improve my peace and wellbeing, I will forgive myself and other people for things that haven’t gone as I would have liked.
Fun – To increase my happiness, I will commit time to doing more things that nourish me personally and professionally.

So how did those words impact my 2022?

Well, 2022 was a challenging year for me (and, I know, many others) in terms of physical and mental health, but in hindsight, the above three words did provide structure and guidelines for some big decisions.

SubtractFor instance, after spending a number of very rewarding years working alongside Nigel Moore in The Tech Tribe (including seeing the Tech Tribe Local Groups we setup in the UK flourish) I stepped down from the Tribe to reduce my workload. I’m still a huge supporter of the Tribe, and will remain a community member into 2023 and beyond, but no longer a part of the business.

ForgivenessI (like so many of us) am my own harshest critic.

I would never speak to friends in the way I speak to myself in my mind.

So, in 2022, I put a lot of effort into exploring self compassion and self forgiveness through meditation, journaling and affirmations.

I also took time to reflect on forgiving myself for how I may have wronged others, and forgiving others for how I felt they had wronged me.

Even though you have forgiven somebody (yourself included) it doesn’t mean you have to forget.

Therefore, I take the lessons that I have learned from myself and others to aid me in future situations and decisions.

FunIf you follow me on Instagram or Twitter, then you’ll have seen I had a lot of fun experiences in 2022!

Some highlights for me include:-

Inviting members of Team Tubb and our friends to Edinburgh for board games, cake and lots of drink and food!
Taking my wife Claire, and my step-son’s Ben and Ryan for a Helicopter flight over Newcastle-upon-Tyne!
Playing my first game of Subbuteo in many years!
Enjoying a number of theatre shows with Claire
Visiting Miami and conducting a studio interview with my long-time friend and mentor Erick Simpson

Furthermore, I made a conscious effort to organise a lot of time with friends and family across the world.

So, as we head into 2023, what are My 3 Words for the year ahead?

My 3 Words for 2023My 3 Words for 2023 are:-

Share – Share my story, my knowledge, my routines and habits, and my contacts. I will share via writing, videos, podcasts and books.
Slow – Politely decline more. Do less. Think and reflect more. Seek out opportunities to get into “the flow” during work and play. Lose yourself in the activity without clock watching. Embrace a slower pace of life with more fun and more downtime.
Student – Be curious. Try new things. Seek out tuition and training to aid my learning and development. Be humble and open to being taught as a beginner.

I toyed with the words Develop/Evolve/Learn/Beginner/Humility for my 3rd word.

However, I eventually settled on student as three words beginning with the letter s seems more memorable!

Thank you to Chris Brogan, Rob Hatch, Felix Ustorf, Chris Marr, Adam Foster, my wife Claire, and my brother, Paul Tubb for personally helping me decide upon my 3 words for 2023!

How to use your 3 WordsThink of your three words as a guide.

As a result, you can review your 3 words to help you make decisions.

For instance, I have my 3 words printed and pinned to my main work desk.

Additionally, I write my 3 words down every down in my journal.

Plus, I have a smartphone wallpaper that displays my 3 Words for 2023.

The words act as a daily reminder to myself of the direction I want to head in.

If you’d like to learn more about the process, then Chris Brogan gives an excellent overview of My 3 Words on his blog.

What are YOUR 3 words for 2023?Now, it’s over to you!

What are your 3 words for 2023?

As always, I’d love to hear from you. You can get in touch with me, or share more about your words in the comments below.

For example, do feel free to share a link below to a blog post with more about your words.

Plus, if you need some inspiration, other people are already sharing their three words on social media with the hashtag #my3words.

I wish you a very healthy and happy 2023!

You Might Also Be Interested In* Three Questions To Ask Yourself Before Setting Your New Years Goals * Why you should write down your goals * Perseverance and Consistency = Success

The post My 3 Words for 2023 And My Year In Review appeared first on Richard Tubb.

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Video Marketing is a great way for MSPs to market themselves and their services to their audiences.

Video is one of the most effective ways to communicate online and is growing in popularity. Since the pandemic, many of us have grown in confidence in front of the camera. Since then, some have been taking it to the next level, producing pre-recorded video for social media.

We know that people like to buy from people. Therefore video marketing allows MSPs to create witty, informative and persuasive content that can attract the attention of potential customers.

How Video Marketing Gives You a Competitive Edge in Attracting CustomersVideo marketing began in earnest when platforms like YouTube sprang into existence. However, it’s only recently that technology has caught up to make creating videos much easier.

A video shows the human side of your business, and allows creators to demonstrate their value and expertise in a fun and engaging way.

Businesses of all hues can tap into, and leverage the potential of video as a medium. In a survey by Wyzowl, in 2022, 81% of marketers say video has helped them directly increase sales, with 93% saying using video increased their brand awareness.

Furthermore, it has been proven that consumers are twice as likely to share video content than any type of content with their peers, making it twice as effective as a written article or social media blog.

Sure-fire Ways in Which Video Marketing Can Increase Your SalesVideo marketing is just another tool in your arsenal in bringing your products and services to the attention of SMBs that may need them.

Videos engage the human senses more effectively, and messages conveyed remain intact in human brains for longer. Any marketing campaign can be invigorated with captivating and stimulating videos.

If you want to learn a bit more about effective MSP marketing, read more here.

Videos Take Complexity Away from New Technology to Facilitate Faster OnboardingAs an IT service provider, your main challenge when you are onboarding new customers is to explain how you’re able to utilise software solutions to fit their business in jargon-free terms. If they do not fully understand what it is you do as a technology partner, they can fail to see the value of your services.

Videos can make this ‘how we add value to your business’ part much easier for your customers to understand. These videos can be part of a series, each focusing on a different aspect of IT service, and how they fit together. This bite-sized approach can make your complex IT solution much easier to digest.

Once your videos start creating a following, you’re bound to find more sales prospects as a result.

Videos Make Learning a New Technology FunAn often-overlooked aspect of marketing in general is the ability to demonstrate your value as an MSP through education.

When building your network in LinkedIn, or gathering followers on YouTube, you should share something of value to the community before you think about following up with sales.

Video marketing is a great way to reach out and grow an audience. By investing time and energy in creating how-to guides and demonstrations that offer something of value for free, you’ll gather a steady following. Additionally, if you can make videos that are witty, short and involve music and animations you’ll be able to make the learning fun.

Versatile Videos Make Technology Usage Convenient for Users from Non-Technical BackgroundsOne of the best ways to get non-technical viewers interested in what you have to offer is by making your videos accessible to everyone, and the information easy to digest.

You should not dumb-down what it is your selling, but there is a middle ground where you are able to display your authentic technical acumen without losing your audience in highbrow techno-babble.

Here are just some of ways you can engage with a non-technical audience to win their loyalty and respect:

Explainer videos help you project the intricacies of your product with absolute clarity, and in a way that makes any technical specifications much more intelligible to the audience.
Tutorial videos empower users to understand every aspect of the product from all available perspectives.
Product demo videos give a comprehensive overview of your product and how it aligns with business needs and objectives, offering convenience and value.
Webinar videos present scope for interaction with your product users as you discuss the latest industry trends, launches and best practices in the IT specific field of interest.
How-To or DIY videos help raise the confidence level of customers in putting even a complex product to good use.
Customer testimonial videos help generate trust in your products and services, from the perspective of customers that have worked with you already, and are happy to demonstrate their satisfaction.
Company culture videos show the values and practices that make up your business, and provides insight into how you might best fit your customers who may share similar values.

Whatever the subject of your video, you should ensure your video is engaging and focuses on the objective it sets out to achieve.

To find out more about why great quality content is invaluable for IT companies you can read more here.

How to Make a Good VideoYou don’t need to have fancy equipment to make a powerful and engaging video.

Most modern smartphones are more than adequate to start you off. However, good sound and good lighting can help immensely.

This Pond5 blog post by Michelle Cassel is a great primer full of useful tips to get the most out of your mobile device camera.

You can make a video online using a good video creator to enhance the visual appeal and make transitions seamless. Compelling videos, after all, present your business in the best light, which ultimately influences sales prospects.

Benefits of Using Videos in Your MarketingAside from the obvious brand-building benefits mentioned above, there are more substantial marketing metrics that videos help improve.

Improving the Click-Through Rate (CTR) of Your Sales EmailsA mailing list is a great way to communicate with both existing and potential customers. However, it’s easy to bypass regular marketing emails unless the subject lines appear juicy and interesting.

One way to increase interest is to add the word ‘video’ to the subject line. According to statistics from Snov.io, adding the word ‘video’ increases open rates by 19%. Likewise an initial email with video can make the CTR increase to as much as 96%.

Videos Enhance the Organic Reach of Your Social MediaWitty, funny and short videos resonate with social media users. If your videos impress viewers that can become viral if you’re lucky. This will significantly leverage your brand’s popularity and credibility.

The resulting traffic surge should result in greater exposure for your products and services, and therefore more sales.

On Facebook, posts with videos enjoy higher organic reach than image-only feeds. This motivates about 65% of marketers to include Facebook video promotion in their marketing strategy.

Videos Make SEO More EffectiveSearch Engine Optimization (SEO) is a must if you want to be visible at the top of relevant Google searches. With immersive videos, you can make viewers spend more time on your content.

A good video that draws viewers to your website, may encourage them to stay and view others. Mobile-optimised videos make it possible for viewers with handheld devices to enjoy content on the go.

The greater the engagement on your website, the higher the ranking it will receive as viewers click through to the content.

Videos Facilitate Quicker and More Informed Purchasing DecisionsVideos actuate the decision-making sense of leads faster. This implies that they quickly brush aside hesitations or indecisiveness after watching relevant video content.

Persuasive videos are instrumental in converting leads to loyal customers and increasing sales of software or related apps. This is attested by the fact that 88% of prospects want to see more videos from brands in 2022.

In ConclusionPositive engagement through the medium of video is a great way to build your brand. In order to get your target audience to know, like and eventually trust you and what you offer.

Video is a quick and memorable visual medium and gives viewers the confidence to justify purchasing decisions. Decisions based on the information given and the way it’s presented.

Deploy your video marketing strategy with optimism on all digital platforms and experience the business growth that comes with it. Video engagement is only going to increase in 2023 and beyond, so perhaps now it’s time to start.

Mentioned in This Article* Invideo – Online video maker * Wyzowl – The all-in-one animated video production company * Pond5 – A marketplace for HD stock video and other media * Snov.io – An all-in-one sales platform

You Might Also be Interested in* TubbTalk 118: How to Build a Modern MSP for Business Growth and Success * How to do Effective MSP Marketing * Why MSPs Need to Embrace Marketing – TubbTalk #39

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An Interview With Raja PagadalaIn this episode, Richard talks to Raja Pagadala, managing director of London-based MSP The Final Step. It’s one of London’s oldest and most well-established IT businesses and a 2022 winner on the MSP 501, and can be described as a white glove MSP.

Raja is actively sought out by some of the industry’s top vendors and businesses to act as an advisor and confidant. This interview was recorded live at ConnectWise IT Nation in Orlando, Florida.

What is a White Glove MSP?A ‘White glove service’ is delivered with special care and attention, which is how I define what The Final Step do for their clients, many of whom they’ve worked with for years. I asked Raja what it means to him, and how it contributes to business success.

Raja has been in business for 36 years, and attributes the fact that they have clients from the first year of trading to the fact that they pay a lot of attention to customer satisfaction. “We listen really carefully to what they want and need.

“It also helps that we work in partnership with them. I see things in the long-term and find planning easier when it’s not for the short-term. I get to know their businesses and we work together to help them grow. And in turn, our business grows too.”

How to Have Tough Business ConversationsAlthough Raja has good relationships with his clients, there have been times in the past when they’ve pushed for something he knows isn’t a good fit for them. He explains that it’s his job to help them to make informed decisions, no matter what they’re considering.

“So, I go to my clients and say, ‘Your options are A, B or C, and here are the pros and cons of each’. If they want to go for option B but I don’t think it’s the best choice, I’ll explain why.

“But I’ll also say, ‘If that’s what you want, we’re right behind you’. Don’t ever shy away from tough conversations, because that’s how you build trust. And if it turns out that option B wasn’t right, then they can come to you and say so, and you can help them explore something else instead.”

Why a White Glove MSP Should go Deep into Client BusinessesBeing a white glove MSP means you know your clients’ businesses inside and out. “It’s a mindset and a particular way of approaching their business. It’s not just about the underlying technology; you need to take a holistic view and talk to clients about every aspect of the business.”

Raja explains that this works especially well for backup and disaster recovery. They take a strategic approach to ensure business continuity, and encourage their clients to do the same. “Every six months or so, we look at their existing set-up and review if it’s still fit for purpose. If not, we find better solutions.”

How to Help Clients Break Their IT BottleneckIf a potential client calls to learn more about what you do and their first question is ‘How much do you charge?’ that’s a red flag, says Raja. Because they’re not taking a strategic view of their IT. And while price is a consideration, value is more important.

“I explain that if you pay £X for a product or service and I deliver Y value, then you’ve got value. So I ask them to consider where are you now, and where you want to be. We have an audit process to help them, which looks at IT from the point of view of tech, business, the clients and their end users. That helps to see if what they have is fit for purpose.

“They’re calling you because they’ve got a problem, so the audit lets you dig into the root cause and present a roadmap of the solution. They can start to see how things will improve, and how long it will take them to get there. And then they appreciate your value.”

How to Remind Clients of Your MSP’s ValueOf course, sometimes you have to remind existing clients of your value too. “Many MSPs feel that they have to continually justify their existence. So in our business, when we have client review meetings we share CSAT scores, ticket data and the progress that we’ve made to date.

“And then we ask for constructive feedback, and do the same for them. Having an open conversation demonstrates why they should value you. And for us, the follow-up process we’ve put in place is the reason why our clients stay with us for so long.”

Why White Glove MSPs Should Think Strategically About ClientsRaja says that by looking at every aspect of a client’s business, they start to see for themselves where you provide value, and that you’ve solved the problem properly for them – it’s not just a sticking-plaster solution.

He adds that the review process is time-consuming, because you need to do a full audit and speak to management, end users and key stakeholders to get their feedback. “The audit isn’t easy, because you need to look at the data and identify what you need to do next. But it’s a very worthwhile process, for you and the client.”

Raja admits that it’s not for everybody, because it takes time and requires experience and patience. “But if you are serious about developing an MSP that is worth its weight, and then I think it’s a very valuable process to go through.”

How to Connect With Raja Pagadala* The Final Step * Email Raja * Follow The Final Step on Twitter * Like The Final Step on Facebook * Follow the Final Step on LinkedIn

Mentioned in This Episode* HTG * CompTIA * The Tech Tribe * ConnectWise * The IT Nation * Acronis * Author and speaker Jim Collins * DattoCon * Kaseya * The Final Step downloadable ebook: How to break the IT Bottleneck * Book: Bob Burg: The Go-Giver * Raja’s inspiration: Hardin Byars of Innovus Consulting, LLC * Book: Simon Sinek: Start With Why * Book: Patrick Lencioni: The Five Dysfunctions of a Team

You Might Also be Interested in* TubbTalk 113: Cybersecurity, Phishing & Automated Human Risk Management for MSPs * Cyber Security Top Tips for Small Business Success and Growth * The Road to £1 Million – The SuperOps SuperSummit

The post TubbTalk 119: Why Building a White Glove MSP Leads to Better Client Relationships appeared first on Richard Tubb.

Start with Why: How Great Leaders Inspire Everyone to Take Action

The Five Dysfunctions of a Team: A Leadership Fable

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An Interview with Erick SimpsonErick Simpson is one of the true architects of what we now know as the Managed Service Provider channel. Eric co-founded, developed and sold one of the first pureplay MSPs in the industry. And then, he co-founded MSP University and authored four books.

Over the last three decades, Erick has served as an enterprise CEO, VAR, MSP vendor, educator, advisor, speaker, and consultant. Today, he provides business consulting services to MSPs and IT professionals around the world.

Watch my Interview With ErickWhy You Should Run a Modern MSP Rather Than Have a JobIf you’re a one-man-band, there are only so many hours in the day. That makes it hard to grow your business, especially if you operate on the break/fix model. The managed services model allows for recurring revenue. However, so many people still have a job, not a business.

Erick says that working in that way is good for younger people to understand the industry and the support that clients need. They build up confidence, but they’re still afraid to step out on their own. Because a job means guaranteed income, and they don’t have the belief in themselves.

“So, it can be hard to overcome that, because we’re naturally risk-averse. But if you expand your network and find supportive communities, you start to see that the MSP way of running a business can be lucrative and better supports your clients.”

The Biggest Industry Change Erick Has SeenIn the years that Erick has been working in the industry, he says the biggest change he’s seen is the end customers being more open to the managed services approach to their IT support.

However, moving from break/fix to MSP model wasn’t straightforward. “You had to explain to your existing clients that you’d be working in a new way and they had to pay upfront. And you really had to demonstrate the value that this would bring to them.

“Outsourced IT had a negative connotation at first, but now it’s widely accepted. We’re even seeing an increase in co-managed services – MSPs are successfully selling this to medium sized businesses now.”

How the Pandemic Changed the Way Internal IT Departments View Modern MSPsBefore 2020, internal IT departments viewed MSPs and outsourced IT professionals as competition – a threat to their role. “The pandemic accelerated the understanding and adoption of three things: cloud migration, cybersecurity and hybrid/remote working.

“It was a perfect storm – employees had to work at home, so they needed cloud computing and a secure system with access to the network. MSPs were perfectly placed to help with that because they’re more experienced.”

Erick added that another benefit is that MSPs can be a lot firmer when it comes to clients who don’t take cybersecurity seriously. “It puts them at risk, you and all your other clients. You have to get rid of them and be clear about why.”

How Modern MSPs can Communicate the Importance of Cyber ProtectionErick admits in can be a difficult conversation to have with clients, especially when they think you already provide cyber protection to them, or someone else does. In that case, Erick says, prompt them to explain exactly what it is they currently have in place. Because in all likelihood, it’s nowhere near adequate for their needs.

“Ask them if their supplier’s services are in line with their cyber insurance policy – that will instil a bit of fear into them. Then, offer to do a cybersecurity assessment to make sure they’re protected – pitch it as no obligation, from an objective third party.

“And for those who assume you’re already protecting them, then explain that cybersecurity threats are constantly evolving and becoming more sophisticated. In the same way that car maintenance has evolved with new cars, the role of the modern MSP when it comes to cyber protection has evolved too.”

Why You Should Identify Your ABC ClientsErick explains that you can put your modern MSP clients into one of three buckets – A, B or C. The C clients will usually bring in the smallest revenue. “You might be trying to move them up a grade, but be honest. Would your business actually be more profitable without them?

“They’re occupying a space that could be given to a higher-paying clients who want managed services support rather than break/fix. The As and Bs will always pay you more. And they’ll probably be less hassle. C clients are often the ones who make things difficult for your engineers. So, getting rid of them will make your team happy, too.”

What Motivates Erick in the Modern MSP WorldErick says that after years of learning and being a leader, what he enjoys most these days is meeting interesting and passionate people. “I like working with folks that want to make things happen. I like seeing business growth, I like I like speaking to audiences.

“I like the energy of interacting with like-minded folks and helping them grow. I encourage them to be more confident about their worth and the value that they provide for their clients. So they’re empowered to charge accordingly without feeling guilty.”

How to Connect With Erick Simpson* Erick’s website * Follow Erick on Twitter * Like Erick’s page on Facebook * Connect with Erik on LinkedIn

Mentioned in This Episode* Podcast: Vera Tucci on CoMITs and Imposter Syndrome * Erick Simpson’s blog: It’s Time to Fire Some Customers * Book: Alan Weiss: Million Dollar Consulting * Erick’s inspiration: Amy Luby, founder of Modern MSP

You Might Also be Interested in* How to use Social Media to be More Effective at Your Job * The Acronis Cyber Protection Virtual Summit (replay) * Hybrid Working for MSPs

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Million Dollar Consulting, Sixth Edition: The Professional's Guide to Growing a Practice

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Tubbservatory Round-Up #11 – November 2022 is a collection of all of the Tubbservatory broadcasts made in the month of October. It’s edited together for you to watch at your convenience. The items are summarised below, with links to the resources mentioned in the video.

This month’s topics include: sales and marketing, cybersecurity, M&As and MSP websites.

Tubbservatory: The November 2022 Round-Up Video

Tubbservatory Round-Up #11: November – Week 1#1 What is IT Process Automation? And what are the opportunities for MSPs?Adi Pick of Atera gives a broad overview of ITPA and provides examples of where it can be applied in modern IT workflows.

ITPA is simply defined as any series of processes that use automation to perform repetitive tasks or workflows, which previously were handled by human staff.

With a 50% increase in uptake of AI solutions predicted by 2025, as well as a need to reduce costs in the current climate, ITPA could be a future consideration for your MSP.

#2 5 Ways to Convert Marketing Leads into SalesMarketing strategies can be a big source of frustration for many SMBs.

So, this article from Smarter MSP’s Kendra Olney Lee highlights why some marketing leads fail to convert into sales, and what you can do to increase your conversion rate.

The section on how to increase MQL leads in a recession is particularly insightful.

This is well worth a read if you have found conversions difficult in the last few months.

#3 CompTIA ISAO: Tough Talk on Cybersecurity SeriesA Youtube series that caught my eye recently is Tough Talk on Cybersecurity. In each episode CompTIA’s Wayne Selk talks to an expert on a different aspect of cybersecurity for their insights and tips.

In this episode he talks to Ann Westerheim about user awareness training. Others in the series include data backups and acceptable use/password policies for MSPs.

#4 Ofcom Turns its Attention to the HyperscalersOfcom has expanded its remit under the Enterprise Act 2002 to investigate the public cloud and internet communications market.

In spite of the worsening economic climate, public cloud revenue continues to grow rapidly.

Cliff Saran of ComputerWeekly reports that one of the first areas it will assess is the strength of competition in cloud services.

This will largely impact on the big three: AWS, Azure and Google Cloud, and has far-reaching implications for this growing sector.

#5 Scientists Rethink Gene Names to Stop Excel from Misreading Them as DatesAs the human genome is made up of tens of thousands of genes, all with their own unique codes, it’s important that geneticists label them correctly in their research papers.

But recently several codes have had to be renamed because Microsoft Excel has been auto-converting them into a date format.

In an article written for The Verge, this has concerned the HUGO Genomic Nomenclature Committee so much, they’ve had to publish new guidelines for gene naming conventions.

Sometimes it’s easier to rewrite genetics than update Excel, writer James Vincent explains.

Tubbservatory Round-Up #11: November – Week 2#1 Mark Copeman Joins Wingman MSP MarketingI was delighted to hear that Mark Copeman, author of Helpdesk Habits and MSP Secrets Revealed, has recently joined forces with MSP marketing expert Dave Sutton as part of the Wingman MSP Marketing Team.

Mark has been collaborating with Dave on projects for the last twelve months and brings with him a ton of experience reviewing MSP websites, as well as his own industry marketing and public speaking experience.

I, for one, am very excited to see what comes next for this partnership.

#2 Linode Partners YouTube ChannelCloud computing provider Linode have started a new YouTube channel for all of their partner-related content.

The Linode Partners channel is chock-full of great videos, including interviews, guides, event takeaways and their monthly partner roundups.

You should definitely subscribe and hit the notification bell, and, shameless plug, you can also catch my interview with James Steel in the featured interviews section.

#3 Pax8’s Whitepaper on Mergers and AcquisitionsIt is, without doubt, one of the scariest things a business can go through, so any advice on the subject is welcome from those with experience and insight.

The whitepaper from Pax8’s Dominic Kirby, MSP Advice for Executing Mergers & Acquisitions, takes us through the initial analysis and planning, through to execution, and is a must-read for any MSP considering or about to undergo M&A.

#4 Chris Brogan: Use the Battle Pass Method to WinNow, we’ve all heard of the concept of ‘gamification’, right? Well Chris Brogan’s take on this is that we do it all the time subconsciously, so why not take a more structured approach and give yourself a reward when you complete a difficult or monotonous task?

The bigger the task, the bigger the reward.

It’s a great little productivity hack.

Need to make follow-up calls on a bunch of sales prospects?
Going to make at least three visits to the gym this week?
Completed your tax return for the quarter?

Well, give yourself a treat, you’ve earned it.

#5 CompTIA’s Benelux Community Meeting – 22nd November 2022The CompTIA Benelux Community meeting took place on the 22nd November, in Breda in the Netherlands.

As always, the one-day event was a chance to ask questions and network with peers, as well as listen to some great speakers and be part of engaging discussions.

Themes included for this meeting included: Women in Tech, Cybersecurity Trends and a keynote from Hans Demeyer, Supplier of Optimism and Inspiration.

Tubbservatory Round-Up #11: November – Week 3#1 Bring Them Back: Target Prospects and Clients with RemarketingIt can be disappointing when your carefully planned marketing brings visitors to your website but they go no further in discussing the potential for a sale.

97% of first-time website visitors are lost for good without buying your services or joining your marketing lists, says Zomentum’s Shannon Murphy in an article for Channel Futures.

Here, she provides practical tips on how to retarget content at three key audiences, enabling you to increase your chances at further sales.

#2 The Top 12 Password-Cracking Techniques Used by HackersWhen it comes to security, there is often a case for implementing additional security that clients cannot immediately see the benefit of.

So, it’s worth being aware of the many ways hackers attempt to crack our passwords.

This article by Dale Walker, Managing Editor for IT Pro, says that weak or easily guessable passwords are a nightmare for cybersecurity experts.

It’s believed that as many as one in three of us use the same password for more than one account.

While some of the methods are immediately obvious, there are others here that may be less so. Forewarned is forearmed.

#3 Don’t List Your Services on Your MSP’s WebsiteIs the value of what you’re selling in how you solve problems for your clients, or how good your one-size-fits-all solution is in general?

Nate Freedman, CEO of Tech Pro Marketing, insists it’s the former, in this blog for SuperOps.ai

He insists that you don’t need to create a complete catalogue of your services on your website, and instead should focus more on the language that connects with your customers.

“It’s about the ‘how’, not the ‘what’”, says Nate, “As an MSP you’re a problem solver, so act like it.”

#4 How the 1980s Changed IT ManagementThe 1980s was a critical turning point for businesses adopting computing technology for competitive advantage.

The decade saw the introduction of electronic mail, mobile phones and the Windows operating system.

Tom Abram of Computing takes a nostalgic look back at this critical goldrush for IT businesses, which has some important lessons for future technological advances.

#5 Webinar: How to Ensure Cyber Threats are not Already in Your NetworkOn the 25th November, Cybersecurity Solution experts Acronis hosted a webinar: How to ensure that cyber threats are not already in your network.

This hour-long virtual event revealed how attackers breach companies and includes a live demo of how simple and effective ransomware attacks can be.

This is a must for any security-focused MSP, so watch the replay now.

Tubbservatory Round-Up #11: November – Week 4#1 MSP Growth: 9 Things I Wish I’d Done Sooner – Pete MathesonA video that caught my eye is MSP Growth: 9 Things I Wish I Did Earlier by MSP expert, Pete Matheson.

Pete shares the things he wishes he’d done sooner in his own MSP journey, and it makes for valuable viewing.

Things mentioned include:

Putting together a management team
Hiring a marketing apprentice
Sorting income into different accounts

These are the things that you often overlook when starting out as an entrepreneur for the first time. So they are well worth revisiting once you’re established.

#2 Uptime Solutions Presents Four Examples of Great MSP WebsitesHow does your MSP website shape up against those of other IT businesses?

The Uptime Solutions team have pulled together a useful list of examples of great MSP websites for you to look at.

For instance, Ed Green at TrueByte Tech has put together a simple but compelling site for visitors.

#3 Keepabl Announces Integration into UK ICO Accountability FrameworkPrivacy is top of mind for many SMEs, and so MSP privacy management software business Keepabl – which pitches itself as taking the “ARGH” out of GDPR – have recently integrated the UK ICO’s Accountability Framework into the Keepabl Solution.

The privacy solution’s CEO Robert Baugh reveals that it’s something Keepabl’s customers and consultants have wanted for a long time.

So, now they’ve gone and done it.

#4 Decline in Ransomware Victims Paying HackersNews from the war on cybercrime, as Dev Kundaliya of Computing reports a recent decline in the number of ransomware victims paying hackers.

With many cybersecurity insurance companies paying out ransomware extortion money, would you recommend to your MSP clients to pay hackers or not?

Leave a comment and let me know your thoughts.

#5 The SuperOps MSP Awards: Honouring the Best in the MSP IndustryAnd finally, does your MSP business deserve a share of the $10,000 on offer in the MSP Awards by SuperOps?

I’ll be one of the judges for these awards, the categories of which include MSP Website of the Year, Best MSP Community Contributor, and more!

Links to the Resources Mentioned in this Round-Up

From Week 11. What is IT Process Automation? And What Are the Opportunities for MSPs? 2. 5 Ways to Convert Marketing Leads in Sales 3. CompTIA ISOA: Tough on Cybersecurity Series 4. Ofcom Turns its Attention to the Hyperscalers 5. Scientists Rethink Gene Names to Stop Excel from Misreading Them as Dates

Mentioned in Week 2

Mark Copeman Joins Wingman MSP Marketing
Linode Partners YouTube Channel
Pax8’s Whitepaper on Mergers and Acquisitions
Chris Brogan: Use the Battle Pass Method to Win
CompTIA’s Benelux Community Meeting – 22nd November 2022

Week 31. Bring Them Back: Target Prospects and Clients with Remarketing 2. The Top 12 Password-Cracking Techniques Used by Hackers 3. Don’t List Your Services on Your MSP’s Website 4. How the 1980’s Changed IT Management 5. Webinar: How to Ensure Cyber Threats are not Already in Your Network

And Week 41. MSP Growth: 9 Things I Wish I’d Done Sooner – Pete Matheson 2. Uptime Solutions Presents: 4 Examples of Great MSP Websites 3. Keepabl Announces Integration into UK ICO Accountability Framework 4. Decline in Ransomware Victims Paying Hackers 5. The SuperOps MSP Awards: Honouring the Best in the MSP Industry

How You Can HelpThat’s all from the Tubbservatory Round-Up for November 2022!

Do you know of a useful tool or resource that you think we might be interested in?

Please let us know in the comments.

You Might Also be Interested in* TubbTalk 114: How to Manage Remote MSP Teams and Build a Strong Company Culture * A List of Powerful Remote Monitoring & Management (RMM) Tools for MSPs * Webinar: Protecting Your SMB Clients from Today’s Cybersecurity Threats

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The ‘Not an MSP Show’ is a weekly live broadcast on YouTube hosted by four veterans of the MSP Industry.

Each week the hosts get together to talk about a subject that most MSPs and Small IT Business Owners can relate to, and provide advice that might help others.

The chat is usually light-hearted and entertaining, but full of useful insights, anecdotes and relatable examples. Which should prove useful to listeners no matter where they are in their journey to becoming a successful MSP.

The hosts always bring something of value, calling on their unique experiences in business and conveying their points in a casual and entertaining way.

Meet the HostsPete Matheson is a former MSP owner who sold his successful IT business of ten years, just a couple of years ago.

Andrew Moon is also a former MSP owner, and he now runs Orange Nomad, a business consultancy for the ‘underdog’, as well as being a LinkedIn Marketing expert.

Scott Riley is founder of Cloud Nexus based in Leeds, and is engaged in activities with many other channel organisations as well.

Richard Tubb is also a former MSP owner, channel speaker, blogger and author.

The Not an MSP Show Origin StoryThe ‘Not An MSP Show’ began life as another show called ‘Behind the Geeks’.

Behind the Geeks was a very similar concept, where four MSP experts talk about a common subject as part of a live broadcast.

The Tech Tribe’s Nigel Moore was part of the Behind the Geeks team, but with him being based in Sydney, Australia, it was very difficult to balance regular life with a broadcast in the middle of the night.

The new name came from another project Pete was working on, a coaching business called ‘Not a business coach’.

So, the ‘Not an MSP Show’ was born!

The show is no longer associated with the Tech Tribe, though the hosts are still strong supporters of it.

What Subjects do They Cover?They will talk about any topics that they think will appeal to their audience of MSPs and IT business owners.

Expect the topics to include the likes of: sales and marketing, reducing outgoings, managing business relationships, and dealing with client churn.

Below are some of the episodes that have been broadcast already:

Maximizing Customer Lifetime ValueCustomer Lifetime Value (CLV) is an important measure in determining client profitability.

Vendor Relationships can be TrickyHow to cultivate good business relationships with your vendors and how to spot the traits you’ll want to avoid.

How and Where Can I Watch the Next Live Broadcast?If you would like to be notified ahead of any future broadcasts, you should subscribe to the Not An MSP Show YouTube Channel:

Not An MSP Show YouTube Channel

The broadcasts usually take place on a Wednesday at 16:00GMT, and they last about an hour.

The broadcasts are live, so feel free to comment in the chat during the show.

Also, if you miss any of them, you can catch up with the replays on their channel.

You can also find all of the Behind the Geeks episodes there, as well.

Useful Links Mentioned in this Article* The Tech Tribe * Pete Matheson * Orange Nomad * Cloud Nexus

What Would You Like to See the Team Cover?Is there’s a particular topic or subject you’d like to hear their advice on? If so, please let us know in the comments.

They’re always keen to hear questions and suggestions from the MSP audience!

You Might Be Also Interest In* National Clean Your Virtual Desktop Day: A Chance to Organise * TubbTalk 114: How to Effectively use Cyber Essentials, GDPR & Keepabl * How to Effectively Measure MSP Client Satisfaction

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An Interview With Dan ScottDan Scott is the IT Nation Community Director, EMEA, for ConnectWise. The IT Nation is an MSP community group, brought to you by ConnectWise, the IT software and services company.

IT Nation membership includes conferences, community events, product training sessions and more. The supportive community is what really helps MSPs to grow their businesses and thrive, even in times of uncertainty. This interview was recorded live at the IT Nation Connect event in Orlando, Florida, in November 2022.

What Happens at IT Nation MSP Community EventsFirst of all, Dan explains that IT Nation events aren’t restricted to ConnectWise users – all are welcome. All delegates hear from expert speakers, learn from each other, network and find out about new products and services from a range of vendors.

Attendees receive a warm welcome from the volunteers who are invested in their success. Dan adds that they deliver “Big ideas – not just operational tactics or tools and tricks, but big-picture thinking stuff. Golden nuggets that will give you a new way to think about things.”

Why You Should Embrace MSP Community GroupsPeople worry that if they attend an MSP Community group, their competitors will steal their ideas or their clients. Dan says there are more than enough customers to go around. “It’s not just a community full of people who want to see you do well, but a way for you to help others too. You’ll get so much more back that way.”

Working in IT can often be chaotic, and Dan adds that MSP community groups give members some time out to work on their business and get support on challenges from people who really understand. And, they learn what others are doing to grow their own MSPs and take inspiration from them.

The ConnectWise Evolve ProgrammeDan explains that ConnectWise Evolve is a peer group programme. The members – all business owners – get together once a quarter for two days of meetings and a third day which features expert speakers and other valuable content.

Each meeting involves the same group of people so they all get to know each other well. The aim is to support their peers personally and professionally to help them achieve their most ambitious vision of success.

They hold each other accountable, share challenges and wins, and become friends. Everything is confidential and nothing is off-limits. Dan explains he stays only for the part of the meeting where he’s providing the update, and leaves the group to it.

How Feedback Scorecards Improve Work/Life BalanceSometimes business leaders forget that work isn’t everything and they need a healthy balance with their home life. The scorecards are given out to spouses and significant family members, who score the business owner on a variety of things.

People quickly realise when they were dropping the ball at home. Dan says that the scorecards are a great way for MSP community members to have a holistic view of their life and business from the people who know them best. Their peers will then support them to change things that need to be improved.

How MSP Community Members Measure Their ProgressAmbitious business owners can often compare their own progress to that of their peers and competitors. Dan says that they often feel that they’re not growing the way they want to because they only get feedback from the people within their organisation.

In the ConnectWise Evolve programme, the members are all completely open about their finances, and they get honest comments about where things are working and where they’re not. This helps with benchmarking and working out next steps to growth.

How the MSP Community Groups WorkDan says there are about 550 companies who are members of the Evolve community. As well as in-person meetings, there are online groups so members can get feedback and support as and when they need it.

Evolve groups came from HTG, a company bought out by ConnectWise in 2018. Once that happened, Dan says they got rid of the requirement for members to also be ConnectWise customers. Today, it’s an open ecosystem, just like IT Nation is.

The biggest commitment is attendance at the quarterly meetings, which aren’t optional. “Not for me, but for your group. They expect you there to support and help them and value your opinion.” The groups work the same way globally, although the culture can be different.

How to Connect with Dan Scott* IT Nation * Follow IT Nation on LinkedIn * Like IT Nation on Facebook * Follow IT Nation on Twitter * Connect with Dan on LinkedIn * Email Dan

How to Connect with Me* Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk in iTunes * Subscribe, rate and review TubbTalk on Stitcher Radio * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Episode* ConnectWise * Datto * Event: IT Nation Share * CompTIA * The Tech Tribe * Event: Acronis CyberFit Summit * Book: The Go-Giver by Bob Burg & John David Mann * ConnectWise Evolve * Event: IT Nation Connect * Event: IT Nation Secure

You Might Also be Interested in* Podcast: How ConnectWise Helps MSPs Run More Efficient Businesses * Webinar: Working with Your MSP Competition isn’t as Crazy as it Sounds * Podcast: How to Build a Successful Cloud Solution Provider Business

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What is cyber protection and how can MSPs use it alongside cybersecurity to keep their clients' data safe from hackers?

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In support of International Women's Day 2022, Tubblog is proud to present the new Women in Tech E-book. Available to Download here.

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A fireside chat between two previous TubbTalk guests: Emily Glass and Vera Tucci talk remote MSPs, challenges and successes.

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Tubbservatory Round-Up #10 October 2022. Collecting the weekly Tubbservatory videos highlighting top resources for the IT and MSP Industry.

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For IT business owners, managing your mental health is as important as managing cashflow. It can be a lonely journey, but help is out there.

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What will MSPs get out of the Acronis #CyberFit Summit 2022? Richard Tubb outlines some of the key highlights of the event.

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The 3rd Monday of October is 'National Clean Your Virtual Desktop Day' - But how can you or your company benefit from observing this day?

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Tubbservatory Round-Up #9 September 2022. Collecting the weekly Tubbservatory videos highlighting top resources for the IT and MSP Industry.

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MSP Champion James Steel tells us about his role at Linode. Helping the Cloud Provider to engage more with MSPs and produce relevant content.

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MSP Champion James Steel tells us about his role at Linode. Helping the Cloud Provider to engage more with MSPs and produce relevant content.

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What is the Ultimate MSP podcast crossover and why did Richard Tubb take part? Find out all the details and who else was involved.

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What is the Ultimate MSP podcast crossover and why is Richard Tubb taking part? Find out all the details and who else is involved.

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Hybrid working is the new normal work practice for many businesses since the pandemic. So what are the opportunities for today's MSPs?

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Hybrid working is the new normal work practice for many businesses since the pandemic. So what are the opportunities for today's MSPs?

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Tubbservatory Round-Up #6 June 2022. A compilation of the weekly Tubbservatory videos highlighting useful resources for the MSP Industry.

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This Webinar from Zomentum shows us how LinkedIn Sales Navigator helps identify potential prospects easier and maximise sales opportunities.

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In this interview, Syncro CEO Emily Glass tells Richard Tubb how a more human business can better serve its MSP customers

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Tubbservatory Round-Up #6 June 2022. A compilation of the weekly Tubbservatory videos highlighting useful resources for the MSP Industry.

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Tubbservatory Round-Up #6 June 2022. A compilation of the weekly Tubbservatory videos highlighting useful resources for the MSP Industry.

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The June 2022 CompTIA UK Technology Community Meeting took place in Bristol, and focused on the themes of Diversity, Security and Growth.

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In this Webinar: Protecting Your SMB Clients, Giacom and Acronis take an in-depth look at how ransomware works and how to protect against it.

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Shabad Chawla of Tech Sapiens explains to Richard Tubb why they focus on GDPR and cybersecurity to better support their clients.

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Tubbservatory Round-Up #5 May 2022. A compilation of the weekly Tubbservatory videos highlighting useful resources for the MSP Industry.

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How can you use cybersecurity and phishing simulation tools to grow your MSP and support your clients better? Alex Martin explains.

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How can MSPs grow their business using the Microsoft Stack and by outsourcing their service desk? Scott Riley explains more.

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The SuperOps-hosted event in London focused on MSPs, and specifically, how they can reach that difficult £1 million revenue threshold.

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How does a hybrid MSP use M365 from Giacom alongside VoIP & cloud solutions to support their customers? Matt Jarrett explains to Richard Tubb.

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A report on the topics and issues discussed at The Tech Tribe Midlands meeting and how your MSP might benefit from attending such a group.

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What is Global MSP Day and why should you celebrate it? I'll be sharing my thoughts at a virtual event with Barracuda MSP.

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Tubbservatory Round-Up #3 March 2022. A compilation of the weekly Tubbservatory videos highlighting useful resources for the MSP Industry.

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Why should MSPs build good relationships with vendors? Paul Croker of 18IT explains how he did this with Pax8 for MSP growth.

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Join me and a host of the UK's top Managed Service Experts at The MSP SuperSummit in London on 17th May 2022!

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Is your MSP losing money delivering SaaS? Could an automated revenue tool like Zomentum Connect be the answer to unwanted revenue leakage?

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The two-day event was a chance for members of the CompTIA UK&I Community to meet, network, and participate in group sessions and workshops.

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How can you find the best cloud tools for your MSP? SuperOps hosted a webinar on some great cloud automation tools. Catch the replay here!

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Tubbservatory Round-Up #3 March 2022. A compilation of the weekly Tubbservatory videos highlighting useful resources for the MSP Industry.

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TL;DR: Each year Zomentum and Wingman Marketing invite managed service providers (MSPs) across the industry to complete a survey about their business growth. This is the result of the MSP 2022 Growth Survey. The survey information is then collated into a report and the results are distributed to its audience. The results show the trends MSPs […]

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TL;DR: The New Commerce Experience (NCE) – Microsoft’s new Cloud Solutions Provider platform for IT businesses, which comes into effect in March. And with it, a new suite of NCE incentives.

Giacom present a workshop addressing the new incentives, comparing them to the legacy CSP incentives, and provide links to useful resources that will help Managed Service Providers (MSPs) manage the transition more smoothly.

Giacom Workshop: Introduction to NCE Incentives

Presenters:

Anthony Taylor – Account Director
Tova Lill – Account Manager

Microsoft’s New Commerce Experience (NCE) is here. For MSPs and IT business owners, this means that along with a new set of price structures, there are also new incentive schemes.

These new incentives affect any business who hold Microsoft Silver or Gold Partnership Agreements.

To explain how these incentives differ from the previous Cloud Solutions Provider (CSP) incentives, Giacom‘s Anthony Taylor and Tova Lill guided us through the changes.

Firstly, Anthony described the incentives as they were prior to the switch to NCE. Secondly, he gave a breakdown of the new NCE incentive breakdowns. And then finally, Tova provided some useful links to help MSPs and SMB IT companies. These will help MSPs transition smoothly into the new way of earning incentives.

Recap of Incentives Today – Legacy Incentives Prior to NCE, the indirect resellers of CSP products earned incentives differently.

Referred to as legacy CSP incentives, they included a rebate element.

The rebate pay out depended on whether or not the reseller met the $10k per semester threshold.

To put it another way, as an MSP you earned the first 60% of any licences sold up to six months, then after that period:

If you didn’t meet the $10k sales threshold you would be paid the remaining 40% immediately
If you exceeded this threshold, you could claim that 40% back in co-op activities over the next six months

Co-op activities included training and marketing activities to promote Microsoft cloud solutions.

The legacy incentive rates split by product type:

NCE Incentives – the Breakdown NCE Incentives are calculated differently.

Anthony explained these no longer include a Co-op earning element. Meaning all the earnings are immediately paid to the reseller, because there is no need to wait six months for the other 40%.

The modern workplace (mwp) licence incentives and the business applications (biz apps) licence incentives are displayed in separate tables.

Giacom’s account manager made note that while it may appear that earnings will reduce during the transition to NCE, the rates are slightly higher to mitigate this. Microsoft are planning to review the incentives in September. In which case, those percentages may change again.

Tova Lill then provided more detailed Stock Keeping Unit (SKU) information of the different licences on offer. The list was not the full list though. A more detailed list of SKUs can be found on Giacom’s Cloud Market platform for anyone who is a member.

High Level Roadmap for NCE Incentives Important dates in 2022 that MSPs need to be aware of – presented in a high level roadmap.

The most important of these dates are:

1st March – Microsoft price increases come into effect
10th March – New subscriptions on NCE enforced
1st July – Legacy subscriptions on NCE enforced
30th Sept – Microsoft Commerce Incentives (MCI) updates
11th Dec – CSP indirect reseller incentives

December is the last chance you have to remain on the legacy incentives scheme. After that, the incentives cease unless you move over to NCE.

Useful Links for NCE Incentives and Migration This subject is quite complex, and MSPs will want to get the best outcome for their business model.

Fortunately, some useful resources are available.

For anyone already a Microsoft Partner, there is a step-by-step guide to the partner enrolment process, which can be accessed here.

Giacom Cloud Market Links:

NCE SST (Service Specific Terms) Update Information
NCE Help Tools – Featuring videos and templates, as well as impact and migration tools

There is also a community forum built into Cloud Market, where users can take part in peer discussions and post any questions they have.

Microsoft Links:

NCE Promo Guide – A guide available to Microsoft Partners (sign-in required)
Microsoft Commerce Incentives – More Microsoft Commerce resources
MS MCE Incentives Webinar – Microsoft Teams recorded webinar

Questions and Answers The presenters encouraged questions from the audience to finish off the workshop.

Q: Can you earn incentives if you’re a Microsoft Partner with only an action pack? A: No. You have to be at least a Silver Partner to qualify for incentives.

Q: If a customer becomes insolvent before their contract term is up, is there a refund option? A: No. You are still liable for the licences until the contract term is up.

Q: How much are the Silver and Gold Partnerships at the moment? A: Partnerships are £1300 for Silver and £3600 for Gold – and there are qualification requirements to consider as well. However, if you buy a reasonable number of licences, Microsoft may waive the qualification fees when you become a partner.

In Conclusion So, NCE is here to stay, and MSPs owners dealing in Microsoft Cloud licences need to get their heads around the changes. In navigating the new incentive structures, there is an opportunity to get ahead of the game and make competitive pricing bundles for their clients.

How do you feel about the new NCE incentives?

Do you think they’ll make licence cost breakdowns too complex for your clients?

I would love to hear your thoughts! So, leave a comment below or get in touch.

You Might Also Be Interested In * What is a Cloud Solution Provider? My Definition of a CSP * The Opportunities for IT Companies in Cloud Accounting – Tubbtalk #13 * The MSPs Guide to Modern Cloud Infrastructure

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TL;DR As a collective, The Tech Tribe – An Awesome Online Community for MSPs, has started hosting local gatherings. The purpose of these groups is for Managed Service Providers (MSPs) to share their thoughts and ideas on how to grow their business. Here is what happened when I attended The Tech Tribe Midlands meeting.

What is The Tech Tribe Midlands Meeting about? The Tech Tribe Midlands group meet on the second Thursday of each month at the Village Hotel in Walsall, in the West Midlands.

It provides MSP and IT business owners with an opportunity to get together to discuss hot topics, air their frustrations and share their wins with their peers.

Chaired by Gareth Westwood of Quietly Confident Technology Ltd, and supported by Karl Bellingham of 2LOGIC Ltd as Vice Chair.

The UK groups are kindly sponsored by Pax8, who cover the cost of room hire and refreshments. That means there is no charge for any attendees!

The Tech Tribe Midlands group are open to anyone who works in the Managed Service Provider (MSP) industry. You don’t have to be a Tech Tribe member, and there is no obligation to attend them each month. However, you do need to register for each event, because spaces are limited!

What we discussed Recent Wins We began with introductions around the table, where normally, those present list their ‘pain points’.

We also gave examples of our recent ‘wins’ — ranging from bringing onboard a new client, to hiring a new member of staff, to firing a troublesome client!

One attendee’s example of a win was that all of their outstanding invoices had been paid on time.

Another attendee‘s ‘win’ was improving automation services to clients.

For another attendee, his win was resolving a troubling Wi-fi conflict at one his client’s sites.

Issues and Concerns Among all the issues we discussed, there were two that stood out in the meeting:

The UK’s PSTN network will switch off in 2025 – how it will affect MSPs and their clients?
New pricing structures for Microsoft 365 for businesses – is it better to provide a full breakdown for clients or impose a blanket uplift to cover costs?

After some discussion, a flat increase to services from March 2022 was the preferred best option.

In conclusion, Gareth summed it up, saying; “It should come as no surprise to clients that most vendors impose an annual price increase.”

Opinion Poll

The group discussed which laptops were the best to supply to their clients.

According to the group, one provider stood out as the best, in terms of value, reliability and customer service, based on collective experience.

As a result, The Tech Tribe Midlands Meeting group gave these providers as their top 3:

HP
Lenovo
Dell

Future Tech Tribe Midlands Meetings and Promotion I asked about promoting future gatherings.

Karl reasoned “smaller groups were better, because it’s easier to participate in the discussion.”

Gareth added, that if there was interest from other local tech businesses, they would be welcome to attend – even if they’re not members of The Tech Tribe!

If you are interested in attending the midlands meetings, you can find out more details via The Tech Tribe Local Meetups page.

In Conclusion The format of The Tech Tribe Midlands meetup was informal and welcoming, so it appeals to the MSP business owner who wants to share their frustrations, while networking with their local peers.

These meetings can be a very valuable resource for any MSP owner who realises that it’s faster to grow your business through collaboration and learning, than it is to go it alone.

Therefore, do you think that your MSP business could benefit from meetings like this?

I’m intrigued to hear your thoughts! Leave a comment below or get in touch.

You Might Also Be Interested In * The Power of Help Through Your Local MSP Peer Groups * Behind The Geeks Show – Help To Grow Your MSP * Why MSPs Should be Selective with the Tools they Provide

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An Interview with Blair Lyon Blair Lyon is the VP of Cloud Experience for Linode. Firstly, they accelerate innovation. And they do this by making alternative cloud computing simple, accessible, and affordable to all.

And, Blair himself is a sales marketing and technology expert. He has over 25 years’ experience building businesses. And has experience delivering award winning solutions for the Fortune 1000.

Watch the Interview Video What is the Alternative Cloud? So what is ‘alternative cloud’? The term refers to an alternative provider or cloud option to one of the ‘big three’ providers. These are Amazon Web Services, Google Cloud and Microsoft Azure. In addition, the sector has been growing in recent years. And there are now several other providers out there.

“As a result, these companies have the capability of handling most of the workloads that a large hyper scale or cloud provider would. So this means they’re a viable alternative. And multi-cloud is becoming more popular. Because SMBs look for better pricing and better support. In addition, they want a partner that’s a good fit for their needs.”

The Linode Customer Service Model So, Blair explains that Linode offers self-service support in the form of a Q&A resource. Simply type in your question and the result pops up. Second, there’s telephone support available at any time. Thirdly, they have an efficient ticketing system.

And, one of the big advantages is that there are no tiers. So, Blair says that anyone looking for help gets straight through to a Linux certified developer who is able to resolve an issue quickly. Therefore you won’t be passed around different departments.

How MSPs can use the Alternative Cloud for a Competitive Advantage Firstly, most small businesses want to keep things simple and maximise their resources. And when you’re managing applications or hosting on behalf of your MSP clients, it needs to be as easy as possible to do that.

Secondly, Linode customers are looking for highly reliable cloud networking, storage and compute, and to have their questions answered fast. So, the company offers all of that, and it’s competitively priced.

Therefore, this allows MSPs to deliver a better service to their end users. And they can give a great customer experience and retain them for longer. In addtion, it helps with referrals. Moreover, an alternative cloud helps you to stand out from the competition and find growth opportunities.

The Cloud Services Linode Offer Blair explains that Linode offer all the compute options that MSPs are looking for, including shared instances, CPU, GPU, AI and machine learning.

And they are also about to launch a bare metal service for MSPs who need 100% control of the box and want control from a security standpoint as well as performance. In addition, they offer Kubernetes, which gives the ability to containerise your applications.

Similarly, Linode offers S3 compatible object storage and super-fast block storage. Finally, there is DDoS protection, cloud firewall and VLANS, as well as a range of security capabilities.

And if you’re not sure what a bare metal server is, this article might help!

How Linode Manage Cybersecurity As a result of the aquisition, Linode can make big changes. For instance, Linode’s new partnership with Akamai will allow them to extend their security capability dramatically. Similarly, Akamai are able to mitigate ransomware and to overlay some of the best security on the planet.

And they are also going to further develop CDN functionality and WAF. Because Akamai led the market with their capabilities and security, Linode will benefit. Therefore, Linode can improve integration and their internal cybersecurity to then offer these tools to clients.

Why MSPs Should Consider Multi Alternative Cloud Firstly, Blair says: “So what is key with multi-cloud? Firstly, people want more redundancy and resiliency. In addition, the ability to failover to another location or provider. Moreover, many Linode clients are already running multi-cloud configurations.

“And they want to apply different workloads and use cases to several providers with different capabilities. So, that could be geolocation, price or performance. And the good news is, it’s becoming easier and easier to do with the alternative cloud providers out there.”

How to Connect with Blair Lyon * Linode * Follow Linode on Linkedin * Follow Linode on Twitter * Connect with Blair on LinkedIn

How to Connect with Me * Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk in iTunes * Subscribe, rate and review TubbTalk on Stitcher Radio * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Episode * Amazon Web Services (AWS) * Microsoft Azure * Google Cloud * Kubernetes * Akamai * OVH cloud * Cloud software: Digital Ocean * Code software tool: TerraForm * Ransomware protection: Guardicore * ebook: The MSP’s Guide to Modern Cloud Infrastructure * CloudFlare * Don Norman: The Design of Everyday Things: Revised and Expanded Edition * Dave Peterson Play Bigger: How Rebels and Innovators Create New Categories and Dominate Markets * Inspirational speaker and author: Simon Sinek * ExactTarget (now SalesForce) * Infrastructure software: Equinix * Sales & marketing expert and author: Jay Baer * Team workspace: Slack * Team workspace: Confluence

You Might Also be Interested in * What is a Cloud Solution Provider? * Podcast: Cloud Networking, Cybersecurity and Cisco * CloudApp: Screen Recorder Powered by the Cloud

The post TubbTalk 107: How Alternative Cloud Leads to MSP Growth Opportunities appeared first on Richard Tubb.

The Design of Everyday Things: Revised and Expanded Edition

Play Bigger: How Pirates, Dreamers, and Innovators Create and Dominate Markets

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An Interview with Ben Jenkins Ben Jenkins is the Senior Solutions Engineer at ThreatLocker. ThreatLocker is an application whitelisting, ring-fencing and data storage control platform. It protects businesses from cybersecurity attacks, malicious and misuse software.

What Does ThreatLocker Offer for Cybersecurity? Threatlocker is a zero-trust endpoint security solution. Ben says it protects all your endpoints against cyber threats through four main components. First, whitelisting apps and denying anything not on the list.

Second, ring-fencing to prevent apps from running or accessing the internet or other apps. Then, they remove local admin rights from users to stop them running apps. Finally, the storage control option blocks USBs and locks down network shares.

Not clear what application whitelisting means? This article might help!

Zero Trust in Cybersecurity Zero Trust is a bit of a buzzword in the IT industry at the moment, but what does it mean? Ben explains that: “In its simplest form, it’s about providing users’ applications across your network with least privilege released access.

“This limits the amount of system damage. It’s an extension that takes away local admin rights for users and locks down your applications. The solutions ThreatLocker implements are based on a zero-trust stack.”

How to Deploy ThreatLocker for Better Cybersecurity ThreatLocker is designed to be simple for MSPs to use. You can deploy from your own RMM (most are already integrated). Or you can deploy with GPO. Then, ThreatLocker looks at the sites in the RMM and creates sub-organisations in your personal portal.

Therefore, an MSP can manage all their clients’ systems in a single pane of glass. You can apply certain policies across every client, or select. You can have global settings across all machines or on different web browsers, and set and forget it.

Integrations with Other Tools ThreatLocker integrates with ConnectWise, Kaseya and Datto PSAs and RMMs, as well as Splunk. And Ben says they’re currently building a Slack integration. Plus, they have AD integrations.

“The great thing about ThreatLocker is we are a very nimble company. So, if there is integration that people want, we’re more than happy to build it. We’re constantly adapting. And one of our core products came about from product feedback from users asking for a solution.”

What is Elevation Control? Elevation control is a way for MSPs to deal with employees from a client company asking for the administrator password. Ben says that this usually happens because they want to install or update an application.

“We enable the MSP to take away local admin credentials and allow your user to only run certain applications as an administrator. But now there is an inherent issue here because of a cyber-attack called application hopping.

“This allows a hacker to use admin credentials from one application onto another. It’s obviously a bug, which is why our ring-fencing locks all the other applications. It prevents those attacks.”

How Data Storage Control Prevents Cybersecurity Threats Data storage control is about locking down your storage so that it cannot be exfiltrated, leaked, or stolen. “Say you run Chrome; it has the same access to data that a user has. You don’t really want that.

“If any of the applications you use for a niche purpose has a hole that’s not patched or can be exploited, someone else can get in and steal your data. So ThreatLocker locks down network shares, local files and folders, including sync folders.

“What else needs access to your system? Your backup solution, and that’s about it. Lock the data first and grant access only to certain applications. This is a good way to reduce the risk of ransomware – if anything gets in, it will encrypt everything it can access and then ask for money to release it.”

How to Connect with Ben Jenkins * ThreatLocker * Follow ThreatLocker on Twitter * Connect with Ben on LinkedIn

How to Connect with Me * Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk in iTunes * Subscribe, rate and review TubbTalk on Stitcher Radio * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Episode * Slack * Splunk * AppBlock for Android * Freedom for iOS * RSS Feed Reader: Pocket * Backup Tool: Veeam * Channel E2E * The Register * The Verge * The Bleeping Computer * MSP sub-Reddit

You Might Also be Interested in * Podcast: How MSPs can Adapt to Emerging Cybersecurity Threats for Better Customer Support * Why Your MSP Business Should Offer Offsite Data Backup to Clients * National Computer Security Day: How to Keep Your MSP Clients Safe

The post TubbTalk 106: Application Whitelisting and Ringfencing appeared first on Richard Tubb.

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TL;DR, : At the CompTIA MSP User Group, Richard Tubb spoke on the challenges and benefits of working with your MSP peers; how to make the initial connections at events, when to refer third parties, and when not too, and how to mitigate the risks of a bad referral.

Why Working With Your MSP Competition Isn’t as Crazy as it Sounds Hosted By CompTIA

Chair:

Sameera Deen – Solution Provider Relations Specialist at CompTIA

Speaker:

Richard Tubb – The IT Business Growth Expert at Tubblog

Networking with your MSP Peers Richard talked about the different types of relationships you can have with fellow MSPs, and the benefits of these relationships. Working with other MSPs may not be as scary as it at first sounds.

Referrals should never be made for financial reasons alone. Anyone you refer should be someone you “Know, Like and Trust”.

Whether it’s a third-party recommendation, or as a subcontracted entity within your own business, bad service will ultimately reflect unfavourably on you and your business.

Therefore, it’s worth taking the time to know who you’re recommending, and how you’re working with.

Richard gave some great tips on how to network, and said this is something all MSPs can do now, even if they don’t think they’ll need to work with their competitors.

To build up a rapport within the community was an investment, and an opportunity not to be missed. That to give up your time and expertise in order to foster good relations is never a waste of time.

A tip Richard mentioned was to write your specialist area of expertise on the back of your business cards, so that when you hand them out at community events, you’ll stand out amongst the crowd for your focus in a particular area.

Though some of the delegates had bad experiences to share, it was generally agreed that the MSP community is a generous community who want to help if they can.

Benefits of Working with Other MSPs You may need to work with other MSPs for any or all of these reasons:

Geographical Spread For example, when you can’t reach all of your client sites effectively for support.

An MSP who already knows the area can have the experience you’re lacking when procuring the right resources.

Technology Expertise You need to implement new technologies but lack expertise in-house.

Richard suggested the Meetup app was a good way to find technology user groups in your area. The opportunity to meet with people face-to-face is a great way to engage and develop a relationship where they could be in a position to help or recommend contacts to you.

Resource Management You may need more staff to provide the standard services you offer, while you focus on developing your business. Whether its acquiring new contracts, or expanding your portfolio to include more higher-level services.

It might just be because you need a bit of breathing space so you can have a holiday.

For further reading Richard recommended ‘The Go-Giver’ by Bob Burg and John Mann, as an example of how giving can lead to a successful business.

Richard added that the “Go Giver” was definitely applicable in the Managed Services community.

Conclusion While working with other MSPs (also called building Strategic Alliances, or “buddying up”) or IT businesses may feel scary, the benefits far outweigh the concerns.

Whether it is to add complimentary technical skills, pool additional resources or even gain coverage in an area outside your local geography, buddying up with other IT companies can serve your MSP business well.

Would you ever consider buddying-up with another MSP to deliver your services? I’d love to hear your comments on the subject.

The CompTIA MSP User Group is a CompTIA Member Benefit, for more information please contact Sameera Deen at sdeen@comptia.org

If you’re a CompTIA member, or wish to register for access, you can access the replay of this user group session!

You Might Also Be Interested In * Blog – The Power of Help Through Your Local MSP Peer Groups * Resource – The 2022 List of Awesome Events for MSPs * Podcast – How to Niche Your MSP and Navigate M&As

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When it comes to video help for MSPs on GDPR, there is only one choice for me.

On the 25th May 2018, new rules relating to how we collect and process personal data came into effect.

The UK General Data Protection Regulation (GDPR) was born.

Suffice to say, at the time, most IT Managed Service Providers (MSPs) saw GDPR as a headache to be tolerated.

However, it’s my opinion that GDPR highlighted the important issue of data privacy and security and brought valuable opportunities for MSPs.

So many small and medium sized (SMB) businesses either weren’t aware of good data privacy practice, or just didn’t care.

As a result, I’d say that GDPR raised the bar for data security and privacy.

Nevertheless, if you’re an MSP who needs to understand GDPR in order to educate your clients — where do you begin?

Might I suggest you organise a trip to Privacy Kitchen?

Video Help for MSPs on GDPR Back in 2018, if you had asked me if I’d find talking about GDPR exciting, then I’d have thought you’d lost your mind.

But fast-forward to the present day, and I’m an avid viewer of the video series Privacy Kitchen.

Privacy Kitchen is a regular series of videos produced by Robert Baugh, Founder and CEO of Keepabl, with help for MSPs.

(Full disclosure:- I’m an advisor to Keepabl and one of the reasons I’m invested in the Keeapabl platform is that it is exceptionally MSP-friendly).

What is Keepabl? If you’re unfamiliar with Keepabl, it is a Software-as-a-Service (SaaS) solution that helps Small and Medium (SME) sized businesses with their compliance.

In a nutshell, the Keepabl solution is a governance and service platform.

As a result, Keepabl helps MSPs and other businesses become compliant (and very importantly, stay compliant) with GDPR and other data regulations.

Furthermore, if you are interested in finding out more about Keepabl, then check out the video demo I recorded with Robert at Keepabl – Powerful Compliance-as-a-Service for MSPs.

Alternatively, you can also listen to my podcast interview with Robert on TubbTalk #56 – Compliance as a Service for MSPs.

Privacy Kitchen – Video Help for MSPs on GDPR Through the Privacy Kitchen video series, Robert offers video help for MSPs on GDPR and all things privacy.

Whether you’re an IT company, involved in security, operations, legal or compliance, or if you’re the Data Protection Officer (DPO) for your business, then Privacy Kitchen is something you should be watching.

I’d go as far as to say that if you’re “also” the DPO for your business (amongst many other roles) then Privacy Kitchen is essential for you to watch!

Here are three of the Privacy Kitchen videos I’d recommend you start out watching.

What is GDPR? In this video, and in less than ten minutes, Robert explains what GDPR actually is.

From why GDPR came in, to nuanced changes on consent and legitimate interests, to key changes for controllers and processors – this video explains it all.

10 Steps to GDPR Compliance In this video, 10 Steps to GDPR Compliance [8 mins 39 secs], in the time that it takes to drink a cup of coffee, Robert will change how you look at Compliance and make GDPR a revenue generator.

What is a Breach for GDPR? Could you identify a data breach?

In this video, Robert looks at what exactly a personal data breach is, then identifies the 3 types of breach, shares 4 key facts for dealing with data breaches, and looks at 20 examples from regulators!

Conclusion The Privacy Kitchen series provides valuable video help for MSPs on GDPR.

Robert Baugh of Keepabl has made it easy for any IT business to learn about the challenges, and opportunities, of GDPR.

As as result of his efforts, Robert has produced over 35 videos with help on privacy questions.

You can find out more about Privacy Kitchen – Free Video Help With All Things Privacy.

Additionally, you can subscribe to the Privacy Kitchen YouTube channel.

Plus, I’d also highly recommend following Robert Baugh on LinkedIn, as Robert regularly shares important data privacy news and updates.

Thank you Robert and the team at Keepabl for helping any IT businesses looking for GDPR advice and guidance!

How has your MSP business found helping your clients with their GDPR queries? Has this been a challenge or a golden opportunity for you?

Please let me know. Leave a comment below or get in touch!

You Might Also Be Interested In * DuckDuckGo – Privacy-Friendly Search Engine * Have I Been Pwned – Check if Your Email Address is in a Data Breach * How Do Criminals Think? CyberSecurity for MSPs

The post Powerful Video Help for MSPs on GDPR – Privacy Kitchen appeared first on Richard Tubb.

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An Interview with Claire Jenks and Pascal Fintoni I speak to Claire Jenks and Pascal Fintoni about content marketing for MSPs. Claire helps tech businesses, consultants and memberships reach their potential and make the biggest impact through design, content and business management. And Pascal is a digital marketeer, video marketing expert, speaker, trainer and webinar host who helps businesses build their online reputation.

Watch the Interview Video Why Content Marketing is a Good Fit for MSPs Claire explains that some MSPs might actually be using content marketing without actually knowing that’s what they’re doing. If you have valuable knowledge you want to share with the world, then that’s where it comes in.

To become an authority in your field, or get your content to a bigger audience, you need a clear process to market yourself successfully. It helps you communicate better with your existing customers, shows potential clients what you do, and lets them get to know you.

Why Content Marketing is so Important Pascal explained that content marketing and the internet have completely changed the way customers find out about businesses. “Previously, the only information that customers could gather about you was whatever you chose to put out there.”

Businesses were in control of that information and when and how it was released. “Now, by the time somebody gets in touch with you, they have formed 80% of their opinion about you by accessing information at their leisure, in a format that suits them. And they get to know the person behind the brand.”

Three Helpful Phrases to Know in Content Marketing Pascal shared three phrases that all MSPs should know. The first is ‘content marketing campaign’. It’s a long-term game, not an instant win. The campaign involves three elements that help you build success.

First is visibility, and involves leveraging the audiences of people who are ahead of you in business. Secondly, credibility is when you’ve nurtured people and they understand how you can help them. Finally, interactivity is about speaking to people and answering questions from prospects.

Next, ‘content series’ is a useful phrase to know. “Say you want to talk about cybersecurity, but you’re going to dig deep into the topic. You plan a series of six blogs, and at the end of it you’ll have explored everything.”

In contrast, a ‘content special’ could be a one-off, free downloadable guide with an ultimate checklist of what you need to know about cybersecurity. Either will position you as an expert.

How MSPs can Upgrade and Repurpose Content Repurposing or upgrading your content makes things easier for you when it comes to marketing your MSP. You could take the six blogs about cybersecurity and combine them into an eBook which you sell or offer for free.

Pascal added: “The repurposing up needs to be part of your strategy, because too often people create one piece of content after another and the earlier things get forgotten. Repurposing helps show people that you’re the expert. But work with a writer or designer so you’re not doing it all yourself.”

How to Prevent Content Marketing Overwhelm When you start marketing your MSP, you might want to try everything that’s out there. But there are so many platforms and mediums that it can be overwhelming.

Therefore, Claire’s advice is: “Look at what you want to achieve and what’s possible. You have day-to-day business activities and a life as well. So, identify what will be most impactful. Start with one thing, put a process in place, and then if you want to do more, you might get more people involved.”

The Best Type of Content for MSPs With so much choice, you might wonder what’s the best type of content to use for your MSP. The simple answer is, whatever you can be consistent with. So if you can commit to producing content regularly, it will work for you.

Some people like to write blogs, others prefer to create video. Choose whatever you’re most comfortable with and that you’ll enjoy doing often. And make sure you’re bringing value and show the audience you understand their pain points.

When to Outsource Your Content Marketing Pascal explained: “People often tell me they don’t have time to work on their marketing. And I always reply that you make the campaign fit with the time you have available.

“If you want to do more, then you find people to help you with creating the content. If you can’t or won’t extend the time you give to content marketing, then outsource it to experts who do.”

How to Connect With Claire Jenks * Claire Jenks International Brand, Design and Content Studio * Connect with Claire on LinkedIn * Follow Claire on Twitter

How to Connect With Pascal Fintoni * Pascal Fintoni Digital Marketing Trainer and Speaker * Connect with Pascal on LinkedIn * Follow Pascal on Twitter

How to Connect With Me * Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk in iTunes * Subscribe, rate and review TubbTalk on Stitcher Radio * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Episode * Mark Copeman Helpdesk Habits: Become a helpdesk superhero and make yourself indispensable.

You Might Also be Interested in * Podcast: Why MSPs Need to Embrace Marketing * Content Planning Toolkit * What are the Common Mistakes to Avoid When Marketing Your MSP?

The post TubbTalk 105: How Content Marketing Gives MSPs Results appeared first on Richard Tubb.

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Behind The Geeks – The Show for MSPs takes place every Thursday, and you can find me as one of the hosts of the live-stream!

Running a Managed Service Provider (MSP) or IT Solution Provider business is incredibly hard. Yet, it’s also very rewarding at the same time!

Behind the Geeks is a show created for all the other geeks out there running an MSP.

So what can you expect to see?

Behind the Geeks Behind the Geeks is the brainchild of the illustrious leader of The Tech Tribe, Nigel Moore. Every Thursday morning at 9 am GMT (that’s 8pm AEDT) Nigel and I are joined by:- * Pete Matheson — former MSP owner, content creator and business coach. * Scott Riley — the founder of UK-based MSP, Cloud Nexus, one of the fastest growing MSPs in Europe (learn more about Scott and Cloud Nexus in conversation on How to Build A Successful Cloud Solution Provider Business).

Plus, we invite you to join us too via YouTube or LinkedIn.

The Stories & Craziness of Running an MSP During Behind The Geeks, you’ll find that the chat is light-hearted, and entertaining, but we all share valuable lessons for MSPs. Therefore, expect tales of the mistakes, stories & craziness that Nigel, Pete, Scott and I have experienced in the trenches of running and selling our MSP businesses!

Each week, we dig into the latest MSP news and take a deep dive into a HOT topic that’s super relevant to the MSP space.

As a result, you can expect to hear us talk about:-

Marketing
Sales
Pricing
Packaging
People
Service Delivery
Mindset

… and more!

For example, some recent episodes can be found below.

Does Content Marketing Help MSPs Find New Clients?

Choosing the perfect tech stack for your MSP How to Outsource Helpdesk in an MSP How Can I Watch Behind The Geeks? The best place to watch Behind The Geeks is via The Tech Tribe YouTube Channel. Plus, you can also tune into Behind The Geeks via LinkedIn or my Twitter channel. And, if you can’t join us live, every episode of Behind The Geeks is recorded and available to view on-demand. Behind The Geeks – The Podcast Do you prefer to listen rather than watch? If so, then you can also subscribe to the Behind The Geeks Podcast. You can subscribe in your favourite podcast player, or listen to the Behind The Geek Podcast via the Web. Conclusion Running an MSP is tough, but you are not making this journey alone. As a result, you can learn from those who have been there, and done that. Join us every Thursday morning at 9 am GMT via YouTube or LinkedIn for the Behind The Geeks live-stream! Which topic would you like to see us cover on a future episode of Behind The Geeks? Leave a comment below or get in touch!

You Might Also Be Interested In * Podcast – Building The Tech Tribe for MSPs: An interview with Nigel Moore. * Article – The Tech Tribe – An Awesome Community for MSPs: The Story Behind The Tech Tribe. * The Top Five Most Powerful TubbTalk Podcast Episodes for MSPs

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Do you know what a Cloud Solution Provider (CSP) is?

CSP is a term that has gained popularity in the past few years, thanks to the rise of Cloud Computing.

As the former owner of an IT Managed Service Provider (MSP) business, I am used to hearing the question “What is a Managed Service Provider?”

Therefore, I wrote about my definition of an MSP.

But fast-forward to today, and I’m just as frequently being asked the question “What is a CSP?”

Many businesses are looking for alternatives to onsite data storage and have begun exploring cloud solutions instead.

But there is a huge variety of options in the cloud marketplace. How does an organisation know which platform(s) to choose?

This is where a Cloud Solution Provider (CSP) can be of help.

What is a Cloud Solution Provider? A CSP is an IT company which provides and manages cloud solutions for its clients.

These clients might be small and medium sized businesses (SMBs), or multinational organisations.

The cloud solution the CSP provides will depend on the needs of each client, and will be tailored accordingly.

There are many specialist CSPs, who offer specific solutions, such as productivity, Customer Relationship Management (CRM), Enterprise Resource Management (ERP) and Unified Communications (UC).

However, in this article, I’m going to share my insight into a typical CSP who works with small businesses.

Microsoft Cloud Solution Providers One of the earliest references to Cloud Solution Providers (CSPs) was from Microsoft.

The official Microsoft cloud programme is called Microsoft CSP.

As a result, a lot of IT providers who resell Microsoft products have started referring to themselves as CSP’s.

However, being a CSP can be much more than just reselling Microsoft solutions.

Which Solutions Does a CSP Offer? In terms of the solutions, a CSP may offer its clients:-

Third-party cloud-based suites or stacks, such as Microsoft 365, Google Workspace or 1Stack Cloud. These stacks/suites are managed and updated by the provider, and are a direct replacement for hosting your own on-site email server.
Cloud-based infrastructure, such as Microsoft Azure, Amazon Web Services, Vultr, Digital Ocean or Linode. This is often known as an Infrastructure-as-a-Service (IaaS). IaaS, is intended to replace onsite data centres.
Application solutions, such as Salesforce, Xero or Atlassian. This is often known as Software as a Service (SaaS). The main benefit of SaaS is that the business doesn’t have to purchase software licenses as a one off-fee – the provider offers access and hosting for a monthly or annual fee.
Cloud-based storage solutions, such as Dropbox, Amazon S3 or Linode Block Storage. As well as peer-to-peer storage, which replaces on-site file servers, many flavours of these cloud-based storage solutions can be used for Backup & Disaster Recovery (BDR). The advantage is that your data is securely stored off-site, offering global accessibility and reducing maintenance costs.

Therefore, in summary, if the data is stored in the cloud then you have a potential solution a CSP could offer to clients.

In reality, a good CSP offers a range of solutions to their clients — aiming to become a “one-stop-shop” for cloud solutions.

It is also worth noting that while a good CSP offers strong cloud solutions to their clients, a great CSP adds additional value.

This additional value comes as a result of the consultative guidance, support and strategy which matches up the client needs to the right piece of cloud technology.

In short, a CSP doesn’t just resell solutions — they wrap their own value around them.

Public vs Private Cloud Solutions In the above examples, I’ve mentioned a number of 3rd party cloud platform providers.

Typically, at the SMB space, most IT businesses who have become CSPs follow this model of reselling these solutions to their clients.

These solutions are known as Public Cloud solutions.

The benefits to the CSP of this model are that the heavy lifting of building the cloud-based infrastructure has already been done for them.

A CSP following this model doesn’t have to worry about finding a data centre, buying equipment, installing and managing it.

However, some CSPs do choose to build their own infrastructure.

This is known as building a Private Cloud solution.

This is a huge investment, and requires ongoing monitoring and maintenance.

It is an investment that is typically beyond the scope of the audience of this web-site — the owners of SMB-sized IT businesses.

Therefore, for the sake of this article, I’ll refer to CSPs as the type of IT companies who resell and manage these 3rd party public cloud offerings.

What Does a CSP do for a Client? For a small business looking to find help in moving their data to the cloud (or indeed, managing an existing cloud infrastructure), a CSP will be a great partner.

An IT Managed Service Provider (MSP) might help a client choose their on-site infrastructure, and then manage it.

In a similar vein, a CSP helps a client choose the right cloud solution and then manages it for them.

For the client, the advantage of working with a CSP is the reassurance of having your data managed by an expert partner who will give support when needed.

Why Would a Client Work With a CSP Rather Than go Direct? Many 3rd party cloud platform providers — such as Google and Microsoft — offer their tools direct to buyers, in additional to via CSP resellers.

This means that if a small business wanted to buy Microsoft 365, they can purchase it directly from Microsoft.

As a result of going direct, if the business needs assistance setting up the cloud solution, or ongoing support, they need to go to the provider.

The downside of this model is that while the likes of Google and Microsoft do offer support for direct clients — this support can be a frustrating experience.

In reality, the client is unlikely to have the technical skills to be able to effectively talk to a support team about their issues.

As a result, the advantage of working with a CSP is that you have an expert who can manage the platform for you.

If a client has any problems with their cloud infrastructure, the CSP will manage those issues for them.

For the vast majority of organisations who don’t have an internal IT resource, partnering with a CSP is the most sensible move.

Clients Safety Comes First with CSPs Another benefit for an SMB in working with a CSP, rather than going direct, is security.

The world of cloud solutions changes at a rapid pace.

New features emerge, and so do new risks.

With cybersecurity being high on most organisations agenda nowadays, working with a CSP can help mitigate those risks.

A good CSP will specialise in cloud solutions and be aware of the latest changes and new challenges in the threat landscape.

Therefore, a SMB who works with a CSP will not only be ensured of getting the best use of the latest features, but that their data is kept safe too.

As a result, clients can actually save money by working with a CSP by avoiding paying for multiple cloud solutions that, in reality, do the same thing.

On-Site Vs Cloud Solutions If you’re an existing Managed Service Provider (MSP) then you likely have a number of clients with on-site infrastructure.

As a result, you are paid to monitor and manage this infrastructure.

So the question is — why would you move that infrastructure to the Cloud?

As an MSP, won’t you lose income if you remove the clients on-site infrastructure?

What will be left for an MSP to do in the new cloud world?

If you move from the MSP to the CSP model, then you will have to find a different way to charge for the value of your services.

The value a CSP typically offers comes via the service, support and guidance they offer their clients on an ongoing basis.

When it comes down to it, the concept of being a CSP is much like the concept of being an MSP.

A good MSP doesn’t charge for their time, they charge for the skill and expertise the bring to the relationship.

For instance, while it may only take two minutes to change a setting in a cloud solution portal, knowing where and how to spend those two minutes can save a client hours or even days of frustration and delays.

As a result, CSPs need to focus on a value mindset and not a traditional cost+ mindset.

While this concept isn’t too different to the traditional Managed Service model employed with on-site hardware, many IT businesses struggle to adapt to this concept.

Consequently, while many MSPs are resisting the change, the reality is that clients see the benefits of moving to the cloud.

The Benefits of Cloud Computing for Clients Traditional on-site solutions are typically purchased as a capital expenditure (CAPEX).

As a result, your clients need to make upfront investments in hardware and software.

However, Cloud solutions are typically paid for on a monthly or annual basis. These payments are categorised as an operating expenditure (OPEX).

This means that there is rarely a big upfront investment for your client.

Traditionally, software was purchased as a license and owned by a client.

However, in the modern day, most businesses prefer the flexibility of cloud solutions for scalability.

If your client employs more staff, they can increase their monthly license count.

But, if your client downsizes, then they can reduce their cloud license count. As a result, your client hasn’t purchased licenses which they no longer need.

While there is still a place for on-site solutions, the majority of businesses are looking to the cloud to increase their flexibility and reduce their capital expenditure.

MSPs need to be aware of this shift in mindset and change their offering accordingly.

Moving Your MSP to the Cloud Model If you’re an MSP, then Cloud solutions will almost certainly be a good addition to your existing portfolio.

Being an MSP and being a CSP are not mutually incompatible.

As a result, many MSPs offer their clients a choice of on-site infrastructure or cloud solutions.

In fact, the vast majority of MSPs that I know offer a hybrid mixture of cloud solutions and on-site infrastructure.

Then there are some CSPs, such as UK-based Cloud Nexus, who offer a pure Microsoft cloud-based solution to their clients.

You can check out my interview with Scott Riley, owner of Cloud Nexus, and his thoughts on How to Build A Successful Cloud Solution Provider Business.

Other MSPs, such as UK-based Abussi, have moved their existing MSP clients into a CSP model.

These CSPs don’t just sell 3rd party solutions to clients and make a small markup on resale.

Instead, much like the Managed Service model, these CSPs generate revenue revenue based on charging for the consultancy and ongoing support services they offer.

The Cloud Solution Provider model is not too different to the Managed Service Provider model.

In both models, your business is paid for the expertise you can provide, and the peace of mind you offer the client in managing their solutions.

Where Does a CSP Buy its Solutions From? In the traditional world, an MSP that sold hardware and software would buy their kit from a distributor.

These distributors provided a conduit between vendors and MSPs.

If we fast-forward to the modern day, a similar arrangement can be found for Cloud Solution Providers.

There are a range of cloud marketplace providers available.

These cloud marketplace providers (sometimes referred to as Cloud Service Providers, not to be confused with the subject of this article – Cloud Solution Providers) will offer a variety of cloud solutions to CSPs for resale to their clients.

Some of the most notable cloud marketplace providers in the UK include:-

Giacom
Pax8
QBS:MSP (formerly known as Zedsphere)
Zen Software

Other providers, such as 1Stack Cloud or Linode, offer a alternative to the big direct players such as Amazon, Google or Microsoft.

As a CSP, when it comes to finding a cloud marketplace provider (or distributor) then I’d encourage you to look around.

Ask for recommendations in your local peer group, or check out reviews in online communities such as The Tech Tribe.

How to Undertake Due Diligence for Cloud Solutions When your Cloud Solution Provider business is choosing a cloud platform to offer to your clients, always make sure to ask your distributor for details on:-

Testimonials from existing CSP clients
Service Level Agreements (SLAs)
Reporting facilities
Integration with CSP tools such as your Professional Services Automation (PSA) tool.
Understanding where your clients data is stored (for GDPR and other compliance reasons)

Things to look out for in cloud distibutor might include:-

The ease of using a provisioning portal
Clear pricing of products
The potential margin on reselling products
Simple monthly reconciliation on per-client billing
Automated provision of cloud solutions
Client Self-Service (coupled with a strong approval process for the CSP)

Most importantly, check how the provider will be keeping your data secure.

Ultimately, your responsibility as a CSP is to keep your clients data safe.

Make sure you take that responsibility seriously.

If you’re intrigued to know more about your legal responsibilities as a CSP, then read my article on The Top 5 Legal Questions Asked by MSPs about Cloud Computing.

Conclusion If we were to summarise what I’ve written above in one sentence, it would be this.

Cloud Solution Providers don’t simply sell cloud products, they sell their expertise.

Many businesses and organisations of all sizes are looking to move their IT infrastructure from on-site to the cloud.

Cloud computing offers organisations more flexibility and scalability over their IT, and moves IT costs from the Capital Expenditure (CAPEX) accounting column to the Operating Expenditure (OPEX) column.

As a result, many IT businesses are adapting to these demands from clients. They are making a move to the Cloud Solution Provider (CSP) model.

Many Managed Service Providers (MSPs) are also choosing to move to the CSP model.

There are a variety of excellent Cloud Marketplace (or Cloud Distributors) available to CSPs to help them with this transition.

The CSP model (much like the MSP model before it) is proving successful for one reason:

CSPs don’t sell products, they sell their expertise.

A CSP may resell 3rd party cloud tools, but the value they offer to their clients is the knowledge and experience they bring to the table.

Therefore, the CSP model really isn’t so different to the MSP (Managed Services) model after all!

Please let me know what your experiences have been.

Have you made the transition from MSP to CSP? How did you find that transition?

Please leave a comment below or get in touch.

You Might Also Be Interested In * Cloud Computing – good for clients, bad for IT companies? * The opportunities for IT companies in Cloud Accounting * How Computing has Changed in the Last Two Decades

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Why should you be measuring your Managed Service Provider (MSP) client satisfaction levels?

Well, if I asked you the question “How many of your MSP clients are happy, right now?” would you know the answer?

I like asking IT Solution Providers this question because you can probably tell me when your clients are unhappy, because they complain!

But when your MSP client is happy? I’d take a guess that you probably have no real idea!

The benefits of measuring MSP Client Satisfaction It is worth putting in place ways to effectively measure your MSP client satisfaction (commonly known as CSAT) levels.

In many cases, we often make assumptions about whether clients are happy or not.

As a result, we can assume clients are happy even when, in reality, they are irritated!

In my experience, that irritation can soon fester and turn into anger if left unchecked.

Why CSAT needs to be measured For instance, I once visited a client site to do a floorwalk.

So, I wandered here and there, asking folks if I could help them with anything.

“Well, the printer over there isn’t working,” one lady told me.

“Ok, how long has it been like that?” I enquired.

“Oh, about eight months,” she said.

When I asked her why she’d not reported the faulty printer before, she told me she “never got around to it”.

I suspect that she would have got around to reporting the printer issue, and rather vocally, the next time she urgently needed to print something and didn’t have a working printer to do so.

The lesson here is, if you want your MSP to retain clients, then regularly gather CSAT feedback.

How to measure CSAT To avoid the type of issue I’ve highlighted from festering into something worse, you should be doing two things.

Firstly, making Customer Satisfaction (CSAT) something you invest in, rather than hoping for the best.

For example, I know several MSPs who use a platform such as SmileBack or SimpleSat for CSAT.

Both SmileBack and SimpleSat are custom-built tool for MSPs that are very simple to set up and use.

Secondly, commit to making gathering CSAT part of your MSP’s company culture.

Everyone in your business should be looking for opportunities to gather feedback from clients and take action upon it.

Can I Use My PSA Tool for CSAT? When it comes to encouraging clients to give you feedback, most Professional Services Automation (PSA) tools have an in-built facility.

Typically, any PSA helpdesk tickets that you send to clients can include a feedback request.

The problem with these PSA-based CSAT requests is that clients rarely, if ever, respond to them.

For example, most MSPs that I speak to who use PSA-based CSAT tools, typically only see a response of 1%.

As a result, PSA CSAT feedback is too unreliable.

However, the custom tools I mentioned above often yield results of up to 49% response rates.

That’s impressive, and will give your MSP a better chance of measuring how your clients are feeling about you.

Tools Don’t Replace The Human Touch It’s worth being aware, though, that no tool can replace the human touch!

As Derek Brown wrote in his guest blog post on The Pain of Acquiring Customer Feedback for MSPs, you need to be gathering feedback from many points — not just from surveys.

Therefore, I’d suggest that you maintain the human touch through regular MSP client satisfaction outreach.

For example, a routine telephone phone call to your client to ask them “Is there anything I can help you with?” is powerful.

Doing a regular floorwalk (COVID-safety permitting) of your client sites to see what is going on is also powerful.

As a result, human outreach is a simple but effective strategy.

Utilise Good CSAT At the start of this article, I mentioned that most MSPs know how to deal with complaints.

But what do you do with good feedback?

In my experience, many MSPs don’t celebrate great feedback from clients.

As a result, that warm glow you get when hear a client gives you strong feedback, soon evaporates.

Therefore, what if you set up a process to capture any positive feedback you’re given, and take action on it?

Some examples of taking action on good MSP client satisfaction feedback might include:-

Thanking the client through a gift (to reinforce the behaviour of giving good feedback)
Asking the client if you can turn their positive feedback into a testimonial, to be used on your web-site (this type of “social proof” is powerful!)
Requesting the client leave you a positive online review via Google MyBusiness (or a similar listing)

Good feedback is something that great MSPs embrace, and utilise to grow their business!

Conclusion When it comes to measuring Customer Satisfaction (CSAT), most MSPs are missing a trick.

By implementing CSAT tools in your MSP business, you can start to build a culture of CSAT gathering.

When you start to gather CSAT from your MSP clients, you are keeping your finger on the pulse of your client relationships.

As a result, you can take action to head-off any issues before they fester.

Plus, you can celebrate good feedback, which will help you strengthen client relationships and grow your business.

Therefore, what are you going to start doing about collecting quality customer satisfaction feedback from your MSP clients?

Leave a comment below with your thoughts, or get in touch to let me know your ideas!

You Might Also Be Interested In * The Most Important KPIs to track for Your MSP Business Growth * How to be a Helpdesk Super Hero * How To Succeed with Excellent MSP Customer Service

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An Interview with Arvind Parthiban Arvind Parthiban is the co-founder and chief technology officer at Superops.ai. He joined me for a special bonusode of TubbTalk to tell me about Superops.ai’s funding news, the new features they’re introducing and their AI based implicit alerting function.

What SuperOps Offer SuperOps provide PSA (professional services automation) and RMM (remote monitoring and management) for MSPs. Arvind explains that the platform is split into four distinct products.

There’s the PSA, the RMM, stock management and a project management and IT documentation layer. The product has been in production for two and a half years, and was launched with automation options.

 The Implicit AI Alerting Function To make sure they delivered the right solution for MSPs, SuperOps asked as many of possible to share their biggest pain point. “We didn’t talk about the features. We wanted to build something new that would solve their problems.

“Noise reduction was their biggest problem. An MSP gets hundreds and thousands of alerts a day, and they don’t know which one to deal with first. Our implicit AI alerting tool monitors all the anomalies and tells them which ones to prioritise. And it directly assigns each one to the right person.”

What the Funding Means for SuperOps and Their Users SuperOps have just announced they’ve secured $14mof funding from Addition Capital and Tanglin Venture Partners, on top of $3m they raised in a previous funding round.

They have 17 angel investors, and have already earmarked the money for further developing and improving their product. They’ve been able to grow the platform much quicker than normal, and want to keep the momentum going.

Not sure what angel investing is? This article might help!

Future Plans and AI Development Arvind explained that SuperOps are committed to building a product for the next 10 years. “What we have is ideal for the MSP with fewer than 10 technicians. Now we have this funding, we’re investing heavily in R&D.

“So, we’re going deeper into products, to build the basic functionalities. And we’ll add a layer of automation and make the MSP’s life easier. Then, we’re bringing in a ‘futuristic functionality’ – how they should work in future. AI is key to that.”

How the Team Plans to Maintain its User-Friendly Ethos Arvind says being user-friendly is part of the DNA of the company. “We know that our users are techies and like exploring for themselves. So many of our competitors have everything gated. They don’t give a free trial, for instance. And implementation is more of a handholding exercise.

“But we know that techies don’t work like that. They want to judge the product themselves So everything is transparent – you can try it without speaking to anyone first. And another key feature is to ensure that no matter what you want to do, it can be done in no more than three weeks. That’s user-friendly too.”

How to Connect with Arvind Parthiban * SuperOps * Follow SuperOps on LinkedIn * Follow SuperOps on Twitter * Connect with Arvind on LinkedIn

How to Connect with Me * Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk in iTunes * Subscribe, rate and review TubbTalk on Stitcher Radio * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Episode * Addition Capital * Tanglin Venture Partners

You Might Also be Interested in * Professional Services Automation: Does My MSP Need a PSA? * A List of Powerful Remote Monitoring & Management (RMM) Tools for MSPs * Why Network Monitoring for MSPs is a Strong Opportunity

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I was recently invited to contribute to Linode’s new eBook “The MSPs Guide to Modern Cloud Infrastructure”.

With the explosion in demand for Cloud services affecting every IT Solution Provider and Managed Service Provider (MSP), this book has proved to be a very timely publication.

The book also shines a light on one of the real untapped resources in the MSP space, the so called “Alternative Cloud”.

What is the Alternative Cloud? Most MSPs are familiar with the big three cloud providers — Microsoft, Google and Amazon.

However, the alternative cloud space is one of the best kept secrets in the channel.

As a result, the alternative cloud is something that many smart, progressive MSPs are waking up to.

For instance, Linode offers Simple, Affordable and Accessible Cloud Computing and are the chosen supplier of a number of high profile MSPs such as Lawrence Systems.

The MSPs Guide to Modern Cloud Infrastructure Our book explores exactly what the alternative cloud is, and why the alternative cloud is such a great fit for so many MSP businesses.

The chapters of the book are broken down as follows:-

In Chapter 1: Understanding the Cloud Provider Landscape
Then, in Chapter 2: Improving KPIs with the Alternative Cloud
Following, Chapter 3: Alternative Cloud Use Cases
Plus, Chapter 4: Security and the Alternative Cloud
Finally, Chapter 5: Alternative Cloud in Action

How to download The MSPs Guide to Modern Cloud Infrastructure If you run an MSP business, regardless of size, then you owe it to yourself to become aware of the alternative cloud market.

Visit the Linode website and download the eBook The MSPs Guide to Modern Cloud Infrastructure.

Have you started using the alternative cloud to help differentiate yourself from your competitors? If so, what impact have you seen on your business?

Leave a comment below or get in touch — I’m really interested in hearing your experiences.

You Might Also Be Interested In * Podcast – How to Build A Successful Cloud Solution Provider Business * Article – The Top 5 Legal Questions Asked by MSPs about Cloud Computing * Podcast – The Opportunities for IT Companies in Cloud Accounting

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An Interview with Michell Ragusa-McBain Michelle Ragusa-McBain is the Global Lead and Channel Community Evangelist for MSP and XaaS at Cisco. And, Michelle is a former chair of CompTIA’s Advancing Women in Technology community and a driving force in the industry.

How Cisco Have Evolved as an MSP Partner Michelle says that when she started her career, Cisco was focused on switching and routing. However, in recent years they’ve made acquisitions to support their MSP partners. They have something for everybody, and want to earn the trust of the community.

Cisco have an advisory council of partners who tell them what the MSPs need: “Security is number one, and marketing is second. We have an incredible security stack, and we have entry-level options for smaller businesses.”

Cisco Remote Cloud Tools As a result of the feedback from MSPs, Cisco have worked hard to develop three remote cloud tools to give them exactly what they need. Meraki allows MSPs to act as the ‘virtual CIO’ for their clients. They can monitor client networks and keep things running.

Second, Cisco offer a two-factor authentication (2FA) tool, called Duo. Michelle explains that it’s convenient and easy to use: “You can even use it on your Apple Watch. You’re asked for a passcode every time you log into a private domain, or it sends you a push notification. You approve it and log in straight away.”

Finally, Umbrella provides open DNS. It’s pay per user, month on month. It’s easy and intuitive to use, and both MSPs and end users love it. And it can be used for anything stored in the cloud.

What is XaaS? XaaS is the next step after SaaS (software as a service) and stands for either ‘everything as a service’ or ‘anything as a service.’ Many MSPs are already selling software or subscriptions, and XaaS allows them to widen their scope.

It applies to any IT function, including remote or in the cloud. Michelle adds that customers are becoming more informed about what their IT partners can do for them. So, you need to provide an easy, helpful solution that means they choose you over your competitors.

This detailed explanation of XaaS might also be helpful!

MSP-Focused Resources and Events from Cisco In the next year or so, Cisco are planning to attend more events as well as adding more resources to their content libraries. Wherever possible, they try to share replays of their webinars and events.

“I now run a monthly webinar which is available to all our partners. We look at topics such as marketing, M&As, cybersecurity and business growth. We want to hear from the MSPs, so we can give them what they need. And we’re going to be at a lot of in-person events around the world. This is a great way for partners to meet us.”

How the MSP Space Has Changed While Michelle says the industry has changed since she first joined, things have moved on rapidly in the last couple of years. “There’s been an insane number of mergers and acquisitions. And so many people have seen double digit growth during the pandemic.

“The other thing is that employees now feel able to say that they’re not happy in a role or even location. There’s a unique opportunity for MSPs to build a roadmap for the future. And to find a scalable solution that supports hybrid working for their clients and their employees.”

How Attitudes to Women in Tech Have Changed While Cisco was always an equal opportunity company, the tech space as a whole has always been male-dominated. Michelle says we need diversity, “Because diversity makes the best products, solutions. It resembles your customers, who are also diverse and inclusive.”

She says that things are shifting, and CompTIA’s work has been key to this. But there’s still not enough women and girls studying STEM subjects or looking for careers in tech. “We need to encourage them, and we need managers to be comfortable with mentoring them. They can help to use technology to change our world.”

How to Connect With Michelle Ragusa-McBain * Cisco * Cisco UKI * Follow Cisco on LinkedIn * Follow Cisco and Cisco UKI on Twitter * Connect with Michelle on LinkedIn * Follow Michelle on Twitter

How to Connect With Me * Subscribe to TubbTalk RSS feed * Subscribe, rate and review TubbTalk in iTunes * Subscribe, rate and review TubbTalk on Stitcher Radio * Subscribe and rate TubbTalk on Spotify * Follow TubbTalk on iHeartRadio * Follow @tubblog on Twitter

Mentioned in This Episode * Find your SSI score * MSP marketing expert Robin Robins * TruMethods framework for MSPs * CompTIA * CompTIA Advancing Women in Technology

You Might Also be Interested in * Podcast: How MSPs are Partnering with Cisco for Business Success * The Reason WiFi Hacking is a Scary Threat to Your Business * Podcast: How MSPs Can Adapt To Emerging CyberSecurity Threats for Better Client Support

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TL;DR: This Zomentum webinar helps Managed Service Providers (MSPs) understand how to reach new clients through varied content, follow-ups, and building relationships. The hosts also share how to deal with the frustration of knockbacks, and how LinkedIn can prove to be more useful a tool than first meets the eye.

How to Get 100 Leads in the next 90 Days Hosted by Zomentum

Watch the on-demand replay of How to get 100 Leads in the next 90 Days.

Speakers:

Shannon Murphy – Chief Marketer at Zomentum
Dave Sutton – Managing Director of Wingman Marketing
Paul Green – Head of Big Thinking at MSP Marketing Edge

How do I Generate New Leads? This webinar focused on one of the main challenges MSPs face in marketing themselves. How do I generate new leads? We find ourselves asking, what is a good lead?

As a result, Paul Green suggests a good lead is someone you want to do business with.

Dave Sutton gave the opinion that good prospects are those who are facing a potential parting of ways with their current provider, and that the window of opportunity we have to market ourselves to clients in order to secure their business can begin months before their current contracts end.

The team discussed strategies for marketing in more detail for those MSPs who want to generate more new business leads, rather than rely on referrals.

The Three Steps to Marketing Success Paul suggested referral-heavy MSPs sometimes appear to operate like the popular builder who never calls you back, and does the bare minimum to keep you happy.

Instead, good marketing relies on three steps to succeed:

Build multiple audiences
Cultivate relationships – with your new contacts
Commercialise the relationship – and start reaping the benefits

Marketing to multiple audiences allows potential leads to interact with you on their terms.

Give them a range of different mediums to vary the content that you put out. Allow them the option to sign up to a weekly or monthly newsletter.

Dave was keen to emphasize the ‘Daily, Weekly, Monthly’ model so that you engaging your audience at regular intervals.

In any content that you put out, you should ensure your likeability. According to Paul, people are more likely to establish a relationship with you if you’re likeable.

Cultivating Relationships Cultivate relationships once you have some engagement, get to know the people you reach through your marketing to learn about their current arrangements, their aspirations, and what irks them about their current IT provision.

Therefore, this is an opportunity to learn other things about them and the industries they support, too. You could find future leads that their current marketing doesn’t reach.

As a result, ensure you commercialise the relationship. From your engagement, you should already know how to sell them an MSP solution that suits their circumstances. Even if they’re not ready to commit to a business arrangement, they will be good leads to follow up on later.

Paul talked a bit more in depth about a platform where, for him, marketing strategies have proven particularly useful: LinkedIn. He described it as an “amazing resource” to find potential clients.

How MSPs can Use LinkedIn Paul suggested that “The Three Cs” win on LinkedIn.

Connect He cautioned that you need to use it often to get the most out of it, but that it’s a great place to research potential leads, and other leads that are closely connected. Polls are a really popular way to engage on LinkedIn at the moment.

Content Your content on LinkedIn, as with other social media, is most valuable in the first three hours of it being posted online. Content should be varied, relevant and easy to access to reach its peak audience. A suggestion was to make your content feel like you’re starting a conversation in order for it to better appeal.

Contact You should follow up favourable comments and shares, approaching them with personalised messages so you don’t appear like a bot. If they’re not ready to speak to you, ask if you can schedule a time and date more convenient to them. Get them to put it in their diaries, so they’ve made time for you.

“Content is a gift” – Shannon Murphy

Generating Emergency Leads for Your MSP When it comes to advice on ‘How to Get 100 Leads in Ninety Days’, the panel offered further advice to generate emergency leads.

Don’t be afraid to pick up the phone if your leads dry up, and set your sights a little lower if you need to. Small leads have the potential to grow.

Build a profile of these leads so that you have a database of future opportunities. This way, you have information to hand should you want to contact them further down the line.

“Sales is ugly” says Dave Sutton. You have to cultivate positive results, and be prepared for a lot of leads that come to nothing. It’s all part of the process.

If you’re expecting potential leads to call your business to find out more, you should make sure your staff are willing and able to have a conversation that says you’re thankful for them taking the time to call. You don’t want to miss out because you’re on another call or away from the office.

You can make a ‘mystery shopper’ call to your own office number, to see if your staff are able to provide excellent customer service and show interest to potential clients.

How to Deal With Nos The amount of leads that will come to nothing can be overwhelming, especially if you’re struggling to land new clients in general.

Therefore, the advice is to keep at it, but there are ways manage the negativity you might feel after constant knockbacks.

When asking ‘How to Get 100 Leads in Ninety Days’, gamification is one way Paul deals with knock-backs. Gamification is when you reward yourself for completing challenging or boring tasks, and encourages you to get over that finishing line and get to where you need to be.

Conclusion The panel of experts gave us some advice to finish the ‘How to Get 100 Leads in Ninety Days’ webinar.

Dave – Structure CRM to get prospect details. Ask when they’re looking to tender again? How many users do they have? And what is their automation, cloud-based usage at the moment? Get them to open up about what niggles they have with their IT solutions
Shannon – Marketing should be consistent and persistent. Build your contacts from lists and local registry sources
Paul – Recommends reading ‘Unstoppable Referrals’ by Steve Gordon on how to mitigate the ‘social risk’ of a bad referral

Question and Answer The experts opened up the floor to questions from the live audience.

Question – Any tips for getting past the gatekeeper? In order to not appear like a cold caller, you should structure your follow-ups to reference a previous engagement. For example, “I wanted to discuss a topic we touched base on the other day…”

Question – How can we make our marketing better on social media? Customise your content to reflect the audience you’re marketing to. Make the engagement feel less like a sales pitch.

Question – Is the hunter style door-to-door salesperson a good idea, or a bit old school? It can work, but they need to know their stuff, and know who they’re selling to, and not come across too pushy, or it can backfire.

Question – Is making associations with other groups/industries beneficial for leads? It can be, but you have to have something they want in return for the relationship to work, usually. One MSP specialised in solutions for a corner of the market that wasn’t well represented. They found they had many referrals among that niche thanks to the associations they made as a result.

You Might Also Be Interested In * Podcast – Why MSPs Need to Embrace Marketing. An interview with Paul Green. * Podcast – How To Accelerate Your MSP Sales for Business Growth. Ben Spector of Zomentum explains MSP Sales. * Article – What are the Common Mistakes to Avoid When Marketing your MSP?

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Why is Networking Monitoring for MSPs a strong opportunity?

When it comes to running a Managed Service Provider (MSP) business, any good MSP has a Remote Monitoring & Management (RMM) tool.

A good RMM tool will enable your MSP to manage endpoints such as servers, PCs and other workstations.

But when it comes to the infrastructure the devices work on — the network — many MSPs only have limited tools.

RMM vs Network Monitoring for MSPs In terms of managing the network infrastructure, most MSPs are able to tell you which devices their RMM tells them are connected to the network.

However, if I asked most MSPs the following questions…

What type of traffic might be consuming the bandwidth on your clients network?
Do you know which devices — other than PC’s and Servers — actually live on your clients networks?
Are you able to manage Wide Area Network (WAN) and Local Area Network (LAN) activity?

A traditional MSP might be scratching their heads to find answers.

This is not a knock on any MSP.

I would say that the job of managing the network has become exponentially more difficult in recent years.

Clients’ networks have sprawled over the past decade, with all manner of new devices and pain points being added.

Traditionally RMM tools help manage the PCs and servers on a network, but what about the network itself?

As a result, Network Monitoring for MSPs is a growth opportunity.

What is Network Monitoring for MSPs? You could describe network monitoring for MSPs as a platform.

A good network monitoring platform enables an IT business to understand whether their client’s network is working in terms of performance, uptime and availability of endpoints.

In short, a network monitoring platform will empower an MSP into gaining full visibility into their clients’ networks.

Some features that differentiate network monitoring from traditional RMM tools include:-

Asset inventory and topology mapping
Real-time automated device discovery
Monitoring for network switches, routers, load balancers, printers, firewalls, cameras, audio video systems and any other devices that have an IP address and which a traditional RMM tool can’t monitor

You might describe network monitoring for MSPs as a type of specialised remote monitoring & management for networks and network devices.

Let’s take a closer look at some of the features in network monitoring for MSPs and see how they are of benefit to an IT company.

Proactive Alerting and Network Monitoring for MSPs When you adopt a network monitoring platform, you are alerted to issues at a network and device level.

For instance, most network monitoring platforms include features such as:-

SNMP resource usage monitoring
TCP service monitoring
Device response monitoring

This allows an MSP to receive alerts as issues are reported, and proactively resolve these issues.

For example — you’ve flagged the teleconferencing system in a clients board room as an “Important Device”.

Your network monitoring platform will tell you when it doesn’t get a response from the teleconferencing system, and, indeed, when it was last turned on.

As a result, you can proactively power cycle the system, meaning that when the client jumps on that all important video call, they aren’t calling you in frustration asking you to troubleshoot the failed system.

The above example is a very simple one, but it demonstrates the difference between being reactive and being proactive.

A good network monitoring platform will alert you to WAN and LAN performance measures, and produce statistics, alerts, and graphs to make sure your clients’ network infrastructures are performing at their best.

Network Inventory Asset Management Another good use of network monitoring for MSPs includes inventory and asset management.

While an RMM tool will typically have some sort of discovery process, this process often only highlights new workstations and servers.

However, a network monitoring platform will do real-time automated device discovery of anything that has an IP address on a local network, or a VLAN (or even a multi VLAN).

For a simple example, when running the Domotz Network Monitoring platform on my home network, I’m automatically notified when a new device connects to my network.

That device could be a visitor’s smartphone, or a new smart home appliance, or a video games console.

In the case of Domotz, the platform will automatically identify (using chipset manufacturer, MAC address or other discernable information) who made the device, and the model number (where applicable).

Domotz will also classify the device, to enable easy management of groups of devices, such as:-

Audio & Video

Camera * Desktop * Heating & Cooling * NAS * Network Equipment * Notebooks/Laptops * Power Systems * Printers and Faxes * Security Systems * Sensor * Server * Smartphones * Smart Power Plug * Tablets * Voice Control (such as Google Home and Amazon Alexa devices)

Domotz can even auto-categorise home automation devices, smart doorbells, media players, RoboVacs, smart watches, eBook readers and games consoles!

In addition, devices connected to managed switches and wireless access points (APs) are automatically detected and located.

Which leads us to another useful feature of a network monitoring platform.

Network Topology Mapping An example of a Domotz Network Topology report Once your MSP business has started to gain full knowledge of the networks being managed, you have a wealth of useful information to assist you.

One of the most powerful ways to visualise this information is through network topology maping.

Network topology mapping provides full visibility and actionable insights on all network-based devices.

This information can be synchronised to your Professional Services Automation (PSA) tool or documentation platform.

It should become fairly apparent that having this real-time asset inventory system for your clients’ networks will also help your MSP with cybersecurity and compliance.

I can tell you from experience that, once you’re being made aware, in real-time, of new devices on your clients’ networks, then it becomes a lot easier to lock-down your clients against malicious players.

And talking of cybersecurity, another simple, but hugely powerful feature of network monitoring that is often overlooked is security scans.

Cybersecurity Scans Let me ask you a question. Do you know which ports are open on your MSP’s office firewall?

Probably, right?

What about your client sites?

Hopefully you’ve got the open ports documented, but are you really sure that list is up to date?

But what about those ports that your engineer opened for troubleshooting purposes, but forgot to close?

How about that client who insists on having admin access to the firewall, and then opens RDP to the world?

These are not uncommon situations for an MSP to face, and so one of the simplest but most powerful features of a network monitoring platform is the cybersecurity scan.

For instance, in real time, Domotz will do an open port scan of your clients’ networks and alert you to any existing open ports.

If the port is supposed to be open — great. You can let Domotz know that that open port is legit, and you won’t be bothered about it again.

But in speaking to many MSPs, they are shocked (and a little red-faced) to see the firewall ports that are open on their clients’ networks.

This ability to scan for security vulnerabilities can mean the difference between your clients being kept safe, and your MSP being held accountable for a preventable breach.

Furthermore, while we’re on the subject of unexpected device configuration changes, how does your MSP manage network device configurations?

Networking Device Configuration Management As an MSP, you probably backup your clients’ data for them.

Plus, you may even have set a manual schedule (or recurring service desk ticket) to backup their network device configurations.

But, when it comes to troubleshooting a device in real time, it’s useful for an engineer to know what has changed recently.

A good network monitoring platform will automatically backup your network switch, firewall and router device configurations on a regular basis.

Plus, the platform will make it easy for you to restore a previous configuration when needed.

No more red faces for that engineer who made some changes during troubleshooting, but forgot to roll them back!

Alerting We’ve already talked about the relationship between a network monitoring platform and an RMM or PSA tool.

Any alerts that are generated by your network monitoring platform can raise a ticket in your PSA, or sent to your team via email or SMS.

As with any monitoring platform, you will need to find a balance between being swamped by alerts, and being alerted to the really important changes on your networks.

It’s worth being aware that most good network monitoring platforms will allow you to monitor device specific attributes such as:-

Temperature
Consumable Status (for example, toner in a printer)
Packet Loss Stats
Wi-Fi signal level
Speed

Plus many more.

The ability to monitor the speed and bandwidth of devices is an interesting feature for MSPs, and can be turned into a powerful tool.

Speed Monitoring Most IT professionals are familiar with device response time monitoring.

Therefore, it’s no surprise to know that a network monitoring platform has the ability to collect round trip delay (RTD) and packet lost stats for analysis.

But, if you run an MSP, then you’re also familiar with a support ticket being raised under the complaint of “The internet is running slowly”.

A good Network Monitoring platform will be able to help you monitor the external bandwidth being used between your client’s site and their Internet Service Provider (ISP).

Furthermore, though, you can also use your network monitoring platform to monitor internal device bandwidth.

For instance, if the conference room video conferencing service starts experiencing low bandwidth, then that causes real problems for video calls.

What if your MSP could quickly highlight any devices on a network (or network segment) that were hogging bandwidth, and dealing with them accordingly?

A good network monitoring platform will also store historical data, so that in addition to viewing real-time bandwidth, you can highlight problem devices over specific time periods in the past.

As a result, set parameters for “normal” behaviour and be alerted to any anomalies quickly.

Plus, you can report on this data.

As a result of this reporting, you can quickly help your clients to understand where they may need to invest in better internal networking equipment, or a fatter ISP pipe.

VPN on Demand inside a Network Monitoring Platform I’ve written a lot about how a Network Monitoring platform allows you to monitor and be alerted to changes in clients network infrastructures.

But when it comes to taking action on those alerts, one feature that is very useful is a Virtual Private Network (VPN) on demand.

A VPN on demand will allow your engineers to quickly put their computer on the clients remote network.

As a result, your helpdesk can quickly access multiple network devices simultaneously and debug network issues.

This ability to quickly troubleshoot devices from the network monitoring platform itself is a powerful time saver for your MSP.

Security Camera Monitoring Another valuable feature of a network monitoring platform that may not immediately become obvious to an MSP is the ability to monitor security cameras.

With physical security being more important to businesses than ever, many MSPs have found themselves trying to support IP-based security cameras without much specialist knowledge.

However, wouldn’t it be useful for your helpdesk to be able to monitor any IP camera?

I’m not just talking about checking whether the camera is online, but checking:-

Camera configuration
Operation status
Test video output

Plus, the ability to restart cameras remotely.

When it comes to security cameras, treat them similarly to a backup.

MSPs are used to checking backups for working data.

But what if your client asked to review some IP-based security camera footage, and you had to tell them the device was online but not recording?

Network monitoring opens up a whole new area of device monitoring which can be both reassuring for clients, and lucrative for an MSP.

How To Choose A Network Monitoring Platform for Your MSP There are a number of network monitoring platforms available to MSPs and IT Solution Providers.

The two main players in the MSP space are Auvik Networks and Domotz.

Both of these platforms have their strengths in specific areas, so I’d encourage you to do your own research into which network monitoring platform is the best fit for you and your clients.

There are many other platforms available, though.

Therefore, some questions I’d encourage you to ask of any vendor during your discovery process are:-

Is your platform MSP friendly? (many platforms are built for internal IT departments)
Can we manage multiple networks at multiple locations?
What does your pricing look like?
Do you offer desktop and mobile versions of your platform?
What integration do you offer with other MSP tools such as RMM and PSA platforms?
Do you offer a public API for third-party service connectivity
Can my whole team get access to your platform, and if so, do you offer granular access?
Does your platform use Two-Factor Authentication (2FA) for security?
Is the platform easy to use? (You don’t want to buy a tool that is super powerful, but your team scratch their heads on actually using!)
How many endpoints can your platform manage?

Conclusion Any Managed Service Provider (MSP) or IT Solution Provider worth their salt already uses a Remote Monitoring & Management (RMM) tool.

But the scope of a typical RMM tool will limit itself to workstations and servers. It provides very little information on the multitude of other IP-based devices which attach to a modern network.

A Network Monitoring platform will offer your MSP business the ability to be aware of all devices attached to your clients networks, in real-time.

Furthermore, the platform will help you shore up your cybersecurity efforts by alerting you to any changes in real-time.

As a result, when it comes to Managed Services, an RMM tool alone is no longer enough to keep track of complex, modern networks.

I’d encourage you to become familiar with how a network monitoring platform can help your MSP business.

The benefits you’ll get from using a network monitoring platform can help give you a competitive advantage.

I’m intrigued to hear what you think. Do you already use a network monitoring platform? If not, what’s holding you back?

Tubblog: The Hub for MSPs: Recent Episodes

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5 AI for Creators: Amplify Your Content, Maximize Your ImpactWednesday, October 30th 2024 is the date for a Brit & A Beard!

5 The MSP Finance Team BTCC Brands Hatch 2024 MeetupRacing fans will want to mark Friday, October 4th 2024 in their diary, as The MSP Finance Team will be hosting their Brands Hatch 2024 meetup!

5 ScaleCon 2024The wait is over! The Tech Tribe’s first conference is taking place between October 2nd-4th in Las Vegas, Nevada!

5 The Fastest Data in the WorldIf you’re struggling with slow broadband, then you’ll be blown away to learn that researchers have created a data link that can reach speeds of 800 gigabits per second – or more than 11,000 times the average UK home broadband speed!

5 Must Attend Event for the IT ChannelJuly 2nd 2024 is the date, and Amsterdam in the Netherlands is the location for the Managed Services Summit Benelux.

5 Kaseya DattoCon EuropeKaseya DattoCon Europe takes place in Dublin, Ireland between 11-13th June 2024.

3 ChannelHolic – A Source for High-Quality MSP NewsTalking of news, if you’re looking for a high-quality source of MSP news, then I highly recommend ChannelHolic.

5 MSPGeekCon 2024 – May 19th-21st, Orlando, FloridaMSPGeekCon 2024 takes place May 19-21st in Orlando, Florida!

3 Recommended Books for MSPsA new book that I’m very intrigued by is Cal Newport’s “Slow Productivity – The Lost Art of Accomplishment Without Burnout”.

5 The Cyber Defense Lab – Built for MSPsThroughout March and April, Huntress will be taking their Cyber Defense Lab on the road! With dates in California, Texas, Chicago and Georgia, the Cyber Defense Lab offers to help MSPs.

3 New Products & Powerful Platform Upgrades Empower MSPs with M365 SecurityRecent additions to the SkyKick cloud manager platform have introduced an intelligent new cloud backup and a revamped security manager, as well as some improvements to their migration suites.

Question: Where should the focus of the channel be, and where is there money to be made?

Question: Where does AI factor into today’s solutions?

Question: What is the single biggest threat to businesses at the moment?

Question: If you were to start an MSP today, what advice would you give to someone in relation to cybersecurity?

Question: What powerful cyber strategies have you encountered recently?

3 Managing Client Subscriptions is Now a Breeze!And talking of SuperOps, did you know that SuperOps offer an integration with Pax8 for managing client subscriptions?

Challenge 1: Lack of Money to Implement Sustainability Practices

Challenge 2: Lack of Time/Low Priority to Implement

Challenge 3: Employee Pushback

Challenge 4: Greenwashing

3 Pax8 Launch Their Professional Services Arm for MSPsNews from the UK that Pax8 have launched their Professional Services offering for MSPs.

2 Pax8 – Your Checklist to Maximizing Vendor DefensibilityHow do you know if your vendor partners are taking cybersecurity as seriously as they should?

3 MSP Video Marketing Masterclass with Pete MathesonNow, video marketing is very popular amongst MSPs, but if you’re not comfortable with video, then MSP expert Pete Matheson has your back.

4 Cloud isn’t as Efficient as we’d All Like to ThinkThe Cloud isn’t as efficient as we’d all like to think.

5 MSP Camp Marketing CampaignsIf you thought MSP marketing campaigns were no fun, then MSP Camp have introduced the MSP Marketing Online Game!

3 UK Businesses Are Being Urged to Move Away from ISDN in 2023Now, I can’t believe I’m about to say this, but UK businesses are being urged to move away from ISDN in 2023.