Richard Tubb's Blog, page 26
December 5, 2023
Remanufacture-as-a-Service as a More Sustainable Alternative for MSPs
If you’re a Managed Service Provider (MSP) who maintains an on-premises server network as part of your tech stack, you know that parts can be expensive.
What if there was a cheaper alternative that was better for the environment?
A service that breathes new life into old, or second-hand kit, but that was still of excellent quality?
Sometimes when a company downsizes, or goes into liquidation, there may be a lot of perfectly reusable server equipment that can reconditioned and sold on again, instead of facing landfill.
MSP Community Manager, Stephen McCormick, spoke to Christopher Stephens, Strategic Partner Development Manager of Circle Stock Limited.
In this interview, they talked about what Remanufacture-as-a-Service is, and how it can help MSPs save money, and become a more sustainable partner.
Also, the value in establishing strong networks in business, and why the customer experience is so important.
Christopher is the Strategic Partner Development Manager for Circle Stock Limited. A company that specialises in sourcing and remanufacturing high spec network products.
Christopher believes in the power of networking with people as a great way to grow your business, and that conversation is great for finding common ground with your peers.
Video: Remanufacture-as-a-Service as a More Sustainable Alternative for MSPs
While it’s usual to purchase brand new kit from reputable suppliers, Circle Stock Limited offer an alternative. One that’s cheaper, and better for the environment.
They acquire used kit from a variety of places. Charities, MSPs and as part of asset disposals. It’s what they do with that kit that gives their business their unique selling proposition.
Once at their offices in Fareham, the kit goes through rigorous electronic testing, and then given a thorough physical restoration. This can involve parts being stripped down to the component level and ultrasonically cleaned.
Then the casings are panel beaten, folded and resprayed to a factory level restoration standard.
They do this for quality components by manufacturers such as Juniper and Cisco, primarily. But components by other manufacturers are considered too, if there’s a reasonable margin to make it worthwhile.
How to Ensure Sustainability in What You Do as a Business“We believe in what we do is ‘exactly what it says on the tin'”, says Chris, “I invite anybody to come and visit us and take the tour.
“If you lie about what is it you’re doing, you’ll eventually get caught out. We believe in our products, and we provide a three-year warranty to show how confident we are that you’re going to be happy with your purchase from us.”
Networking is a vital part for growing any business. The more conversations you have with your peers, the more trust you can begin to develop. It’s not all about driving new business – not all conversations you have with people will end in a sale.
Having good relationships with people mean that they will speak highly of you when you’re not in the room. That adds value to what you do, whether you’re aware of it or not.
Also we’re more alike than we are different, and finding that common ground is where it all starts.
I think it begins with how smooth and streamlined your internal processes are.
Keeping a good rapport with your customers. Making sure that orders are processed quickly and keeping a consistent quality is essentially in keeping their business.
If things do not go according to plan and customers are unhappy, it does nobody any favours playing the blame game.
Does Remanufacture-as-a-Service Suit Your MSPs Sustainability Goals?Does the Remanufacture-as-a-Service suit your MSP’s goal of become more sustainable? Would having a partner with a proven sustainability track record be a benefit to your business, for the verticals you’re trying to niche towards?
If so, drop us a comment. We’d love to hear how this could help you and your business.
The post Remanufacture-as-a-Service as a More Sustainable Alternative for MSPs appeared first on Tubblog: The Hub for MSPs.
November 29, 2023
Ask Me Anything: Potent Insights & Proven Methods For Success
As part of SuperOps’ new Community initiative, Richard Tubb took part in an ‘Ask Me Anything’ webcast where he welcomed those in attendance to submit their questions.
The questions covered everything to do with growing and running a successful MSP (Managed Service Provider) business, as well as the trends to look out for in the future.
There were some great insights covering marketing and growth, prioritising what’s important in your business, and the rising trends in cybersecurity and artificial intelligence.
Here’s what Richard had to say.
To kick things off, Richard gave us a brief bit of background on his journey as a successful MSP owner. From starting out as a break-fix one-man-band, right up to selling his business.
From there he became a consultant, speaking to MSP owners and advising them on how to grow their businesses and avoiding some of the mistakes he made in his early days.
Richard then answered some questions. Some were asked live by the audience, and others that had been submitted earlier from contributors who were unable to attend the live broadcast.
We’ve included the replay of the live broadcast here in this article.
While for those that prefer to read, we’ve included the abridged Q&A for you below too.
In case you missed the live broadcast, you can find the replay below:
Firstly, we’re aware of the economic challenges facing us all at the moment. Fortunately, MSPs are fairly recession-proof in times like these. Our clients’ businesses often rely on us as their technology providers to be able to keep them running.
Though some might choose to prioritise elsewhere, for the most part, their technology providers are an essential part of their strategy.
Another challenge for today’s MSP is in how much we do ourselves, and how much we entrust to our teams and outsourced partners. If you want to be successful, you need to automate or delegate.
If we’re not careful, we can be too busy being involved in the day-to-day operations of our business, and not have the time to focus on the important things. Such as sales and marketing and business development. Therefore, it’s a must to invest in developing the systems to enable others to do what they need to do to make your MSP a success.
Q2: What did you use for your RMM and PSA tools when you ran your MSP, and have you found any gaps in the SuperOps.ai platform?When I first started running my MSP, I put off using a PSA (professional services automation) tool for a long time. Which was a mistake, because we soon discovered the value of PSA tools in allowing you to organise and manage your services much more effectively.
We eventually settled on Connectwise for our PSA tool. It was a great product with quite a lot of features, but we managed well with it at the time.
The RMM (remote monitoring and management) tool we used was called HoundDog, but it doesn’t exist anymore. However, it reminds me of the sort of products SuperOps have developed. In that, you can get it to do 80% of what you need your RMM tool to do straight out of the box.
This is a great thing for MSPs, because we often find ourselves very time-poor. We don’t have the time to invest in configuring tools, we just need them to go to work.
As for whether there are gaps in the SuperOps.ai platform, of course there are. However, I’ve been working with SuperOps and discovered that from feedback that I’ve given them, they’ve already made progress in resolving and plugging those gaps. They are incredibly responsive to MSPs’ needs and are working all the time to make the product better for their partners.
Q3: Are there any trends that you’re seeing for new tools in the MSP workspace?I think the two biggest trends we’re seeing at the moment are AI and cybersecurity.
In terms of AI, it’s not really been a massively talked about trend until recently, despite being around for a while now. It’s only since ChatGPT has made a splash that the industry is really taking notice of AI and machine learning. Even MSPs saw AI as something of a gimmick, at first.
However, now they’re realising the potential that AI presents for making things faster, better and cheaper. Those companies that invested in the technology before the bubble arrived are now starting to see the rewards. And, of course, SuperOps is one of those companies.
Cybersecurity is another big trend on the rise. All MSPs and technology service providers need to carefully consider cybersecurity, as it’s become an absolute essential and a priority for all businesses.
Q4: How can MSPs avoid wasting time in running their businesses?We’ve all been guilty of saying we’re ‘too busy’. But if we’re busy doing the work that others should be doing, instead of focusing on business growth, then that’s an issue. Most MSP business owners are passionate about technology, and it’s why we’re a part of this industry.
However, if we’re spending time resolving tickets because it involves an interesting tech puzzle, we aren’t making the best use of our time. It’s easy to do the things we’re comfortable doing, while putting off things we don’t like so much.
We should trust the engineers we have employed to do that investigative work, while we focus on business development, and put a stop to the procrastination.
Q5: My social media is not generating leads for my business, what should I do?A common misconception about social media for businesses is that it’s not there to say: “hey, look at me and what I do!” It’s there for having conversations with prospective clients.
People only tend to do business with people that they know, like and trust. So social media is there for you to demonstrate your expertise and prove your worth through conversations. It’s not about you talking at them, but get involved in the conversations about the problems your clients are facing to build that trust.
Paul Green is very knowledgeable about this subject and talks about how to strike up these kinds of conversations on LinkedIn. You should check out his podcast.
Q6: How can I stand out from the competition amongst other local MSPs?I meet a lot of MSPs at local peer groups and they all describe themselves in similar ways. However, the one distinction that sets you apart from your competition is you!
You are the ‘special sauce’ in your business that makes your customers choose you over the competition. The tools that you use and your geography, can be largely irrelevant.
Your business is not going to be a good fit for everyone, as people have different preferences on how they like to work with others. How your website looks and your presence on social media can be a good start in showing who you are and what you do – the people behind the business.
Q7: When creating a website for my MSP, what is the one thing I should never miss out?
I know some of the things you should never do, from experts that I’ve spoken to in the industry.
Mark Copeman, author of Helpdesk Habits, told me that you should avoid the ‘white teeth people’. These are the generic stock photos of people you find on boring corporate websites who look like models and don’t reflect what you or your staff do in your business.
Instead, you should use photography of your own people and offices to show your personality, who you are and what you do.
What you should always include on your website is what you stand for, your history, your culture. Mention what your business is all about, beyond the services you provide. What it is you value outside of your work?
You should also always include a ballpark pricing structure, because this indicates whether your services are in budget for prospective clients. It will eliminate those prospects buying on price alone, and limit prospective sales that fail over price.
Q8: How can I use AI to help with my MSP marketing, and should I even be using it?You could use an AI prompt to write you a blog post, if you weren’t doing any yourself at the moment. But what the internet doesn’t need any more of is mediocre blog posts written by AI chatbots. People want to hear your personal take, not just the definitive answer to a technical problem.
However, when it comes to ideas for blogs you can find a wealth of content in your ticket system or PSA, because that’s where you’ve got real-life examples of problems you’ve solved.
How AI can help you in better ways is to ask things like: what are the top 5 questions people are asking at the moment? This will give you an outline about what to write about.
In our team, we’re looking at other ways to use AI in our marketing. Stephen McCormick, for example writes his long-form articles based on in-depth research. So, we’re looking at using AI to help collate that information from sources online that meet the brief we’re looking for.
To reiterate here, we’re not looking for AI to automate the process of writing the article for us. We’re using AI to help with a lot of the detail, which we can verify before we use it within the articles myself, Stephen and the rest of the team are putting together.
Q9: As a one-man-band MSP, what do you think should be your first hire?When I ran my MSP fifteen years ago, I found myself bogged down in admin. So, my first hire was an office manager. Then I hired an engineer.
However, today you don’t need to hire a full-time person to help with areas of your business that need someone else to manage on your behalf.
Virtual administrators can be hired from anywhere in the world for a number of hours each week. These VAs can do those admin tasks that you need to get done, while you focus on other things. They’re a great option for one-man-band MSPs, because you pay them for the tasks you need to do, and so won’t cost a lot to retain.
Another option if you can’t afford another full-time engineer is to buddy up with another MSP. Either MSP can assist the other when extra support is required, or provide holiday cover, for example.
This can be a more cost-effective approach if you don’t have a regular enough stream of service requests from your clients.
Q10: Beside the technical posts, what else should we be posting across social media?In answer to this question, I often refer to the book: They Ask You Answer by Marcus Sheridan. He explains that the best posts on social media are those that answer a question your audience has.
These questions are an opportunity for you to share your wisdom, experience and authority to help inform others.
Questions can include:
What is the best budget laptop to buy for my mobile salesforce?How can I embed a video into a Google/PowerPoint slide?What steps can I take to shore up my Microsoft 365 defences against cybercriminals?You don’t have to produce written content either. Video is the most powerful tool you can use for marketing on social media.
There are going to be some people who will say, “but if you’re giving away all of this advice for free, who’s going to pay you for your work?”
Those that appreciate and value the knowledge that you’re demonstrating, will also appreciate your dedication to doing a good job. Those that are just there to take that information and do it themselves were never going to become your customers anyway.
It’s much more valuable to build your reputation through social media posts that demonstrate your value to potential customers.
Q11: What marketing strategy would you recommend to a small MSP who can’t justify a full-time marketing assistant, but has had limited success with external agencies in the past?A lot of people believe that marketing has to be a huge task for businesses. One that they must commit a lot of resources to.
The truth is, we’re marketing ourselves and our businesses more often that we probably realise.
For a small business, I’d suggest that everyone in your team commit to being partly responsible for marketing. Many businesses like to abdicate responsibility for marketing to an outside agency. They often do this before they’ve got a good idea about what will work for them.
It’s better to do that initial groundwork internally, testing the water to see what works. Only then can you confidently instruct an agency to carry it forward with their extra resources.
Q12: Many MSPs procrastinate, whilst also not using our teams to free us up. How would you suggest letting go of the vine?As technical people we often find it difficult to let go of the work that stimulates our brains, our need to solve technical problems. It can be so tempting to procrastinate, and jump on a call, rather than focus on running the business.
To keep those boundaries, you should make appointments with yourself. An appointment is a commitment of time to focus on marketing, sending out sales invoices, and documenting processes.
Also, try changing your location for those activities so that you’re not in the office where your team can pester you. If you work from home, go to the public library or hire an office space to get this work done.
And turn off notifications. Each ping to your phone or device can take you twenty minutes to get your focus back onto what you were doing.
The Pomodoro Technique is a great productivity method in which you assign yourself tasks in 25 minutes time slots. Then there’s a 5-minute break before you start the next task. It allows you to focus on one thing and one thing only for 25 minutes, and avoids any distractions.
Q13: Alongside building your audience of potential clients, how important is it to build relationships with your peers in the industry? What are the benefits of investing time in this?We’re fortunate to work in an industry where we can talk openly about our businesses in front of our competition. Not only that, but we offer advice and the benefit of our wisdom freely to others too.
We can do this because there is plenty of opportunities in managed services. Managed services community events are safe places to discuss best practices, compare tech, and debate which pricing models work. Communities like CompTIA, The Tech Tribe Network Group, to name jut a few, are where MSPs can come together to debate and collaborate.
Building relationships with my peers was the number one I did when growing my business. I was very fortunate to have some of the smartest people in the industry freely share their insights with me. And now, that’s what I’m doing – sharing some of my wisdom with others today.
A rising tide lifts all boats, so they say.
So, as this industry matures with increasing regulation in the near future, I would encourage you to get involved.
Join a community and learn from your peers. You will learn so much from them and grow your business much faster.
Richard finished off the virtual broadcast by offering advice for anyone starting an MSP today.
Running an MSP can be the most rewarding job in the world. Most of us that start an MSP do so because we enjoying helping people. So, keep that focus when you’re building and growing your business.
Always have the aim to help people at the front of your mind. Ask ‘how can I make my customer’s lives easier?’ When you provide value to people in what you do, the revenue and new customers will keep rolling in.
The session was full of great questions, with some interesting and thought-provoking answers.
Did you watch the live session? If you missed it and have a burning question you’d like Richard to answer, please let us know in the comments.
If you want to know more about the SuperOps.ai Community, click here to find out more.
The post Ask Me Anything: Potent Insights & Proven Methods For Success appeared first on Tubblog: The Hub for MSPs.
November 27, 2023
TubbTalk 141: Real-World Advice on How to Grow a Profitable, Efficient MSP Business
In this episode, Richard speaks to Darren Strong about how to grow an efficient MSP business. Darren is the managing director of Focus Technology Solutions, a managed service provider based in the North of England.
Plus, he’s also built and managed multiple MSPs and founded Scalable MSP. They consult, configure and implement established MSP best practices to help managed service provider businesses accelerate their profit.
An Interview With Darren StrongHow a PSA Tool Supports Efficient MSP ProcessesIf you want to run an efficient MSP business, you need strong processes in place, says Darren. “There’s not much that can’t be fixed with a process. But the right PSA (professional services automation) tool makes all the difference.
“We find that partners use only 10% of the things their PSA solution can help with, which makes it a huge expense. You need to learn how to use it in the right way for your needs.
“I’m a big believer in buying a PSA that’s developed and used by MSPs and the wider community. And you have to adjust your business to fit it. Because it’s much harder to try to bend an off-the-shelf solution to fit your business.”
Using Scalable to Benchmark Progress and Run an Efficient MSPAny MSP who works with Scalable has an audit of their core systems. That includes PSA, RMM (remote monitoring and management), documentation and so on. Then, that’s benchmarked to their framework.
Scalable then support their clients to tweak their systems to ensure they’re optimised. “We ensure there’s a solid leadership team, established processes and the direction of travel. So if they want to sell it, they know that it’s doable. Or they can take a step back but still grow.”
The Main Obstacles to Growing into an Efficient MSP BusinessDarren says that many owners of successful businesses have a technical background. “So it’s easy for them to get involved in tech issues and processes. You feel comfortable doing that. But to grow, you need to stay away from that.
“Instead, have a process in place and focus on the sales and marketing side. And more importantly, be a leader and mentor for your employees. As the owner, you need to support and build the leadership team so they can help you to succeed.”
Working with an MSP Coach Who Runs Their Own MSPMany MSP owners might be concerned about working with a coach who’s also potentially competition for them. And Darren admits that people have suggested he sells Focus Technology Solutions.
“But I enjoy the work and seeing the business grow. And more importantly, our experience as an MSP is what makes the consultancy service different. We have multiple frameworks and we execute them for you.
“Most consultants just have one and you have to do it. But we’ve used more than one framework in our MSP. Say you work with a consultant who sold his business in 2019. He has no experience of the pandemic and remote working.
“And he doesn’t understand the current challenges in business of increasing cybersecurity threats or the tech talent shortage. So running our MSP keeps us in touch with the latest developments. We’re not teaching and executing an out-of-date structure. My MSP grew by 46% last year, so what I’m doing and teaching works.”
How Darren Juggles His Business ResponsibilitiesIt’s not unreasonable to assume that running two different businesses requires a specific focus, and Darren says it’s a common question. However, he started Focus with the intention of growing it as quickly as possible.
And to facilitate that, he developed the processes and structures from day one. “It had to survive without me being there. Because I was often busy facilitating peer groups and away for weeks and uncontactable.
“So the business was built and structured that way. I do the mentoring and strategy building, and the rest is managed by the team. About 5% of my time is at the MSP, so I have more time available for consultancy clients.”
Darren’s Top Tip for MSPs to Grow and Scale*This episode was originally recorded in November 2023, so Darren’s advice is specific to ending the year ready for what’s next.*
“You need to know where you are now, and what your target is for the next five or 10 years. What does that look like? And then you need to work out a plan to clearly communicate that to your team so that the new year is a success.
“So many MSPs avoid doing this, or they do it two months into the new year. But even if your financial year isn’t the same as the calendar year, you should still be planning for the next year. And there are a few things to consider.” These are:
FinancialsSales commissionServicesClient personaOpportunities to cross-sellMarketingOperations and the teamAvailable resourcesTeam communicationsHow to Connect With Darren StrongFocus Technology Solutions LimitedFollow Focus Technology Solutions on LinkedInLike Focus Technology Solutions on FacebookConnect with Darren on LinkedInScalable MSPHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeConnectWiseConnectWise IT Nation EvolveBook: Bob Burg: The Go-Giver: A Little Story About a Powerful Business IdeaTubbTalk episode 117: How to Grow Your Business in an MSP Community Like IT NationPSA tool: Datto AutotaskThe Tech TribePSA tool: SuperOpsPSA tool: HaloSteve RiatMit PatelRaja PagadalaBook: Alex Hormosi: $100M Leads: How to Get Strangers To Want To Buy Your Stuff (Acquisition.com $100M Series Book 2)Book: Alex Hormosi:$100M Offers: How To Make Offers So Good People Feel Stupid Saying No (Acquisition.com $100M Series)You Might Also be Interested inWebinar: SuperSummit Virtual: Strategies for Successful MSP Growth and ScaleSecurity, Sales and Leadership Trends Led the Way at CompTIA EMEACon 2023Podcast: How Monitoring Your MSP Metrics Leads to Profit and GrowthThe post TubbTalk 141: Real-World Advice on How to Grow a Profitable, Efficient MSP Business appeared first on Tubblog: The Hub for MSPs.
November 23, 2023
Bonusode: The Most Exciting News for MSPs Coming out of Microsoft Ignite 2023
James Marshall is the Azure Success Manager at Microsoft UK. In this special bonus TubbTalk interview, he speaks to Richard at the Microsoft Ignite event to share what’s new and coming next with Microsoft.
An Interview with James Marshall Why MSPs Should Attend Microsoft IgniteWhile Microsoft hosts several large events every year, James says that Ignite is the one best aligned to most partners, particularly MSPs. Because unlike the others, it’s designed for professionals to talk about new technology as well as what’s already available.
The other good thing about Ignite, he says, it helps partners to see what topics and trends they need to be aware of. “These are the things to have on your roadmap for the next 12 months. It’s not just about Azure or 365 – it looks at everything.”
Microsoft’s Commitment to the EnvironmentAs a hyperscale cloud provider with huge investments in data centres around the world, it’s inevitable that after a time they start to have an impact. And not just in terms of the energy they consume – James says their physical locations have caused damage.
“Historically, sustainability wasn’t something people thought about. But today we understand the long—term impact. So, I’m incredibly proud that Microsoft recognises what they did in the past, instead of only considering the future.
“They’re thinking about how to remove the impact of past behaviours. And I think that in the future, everything we and other companies design will have sustainability at the heart of it. And I think that’s the only right way to do things.”
The New Microsoft Co-Pilot AI AssistantAI is everywhere. So Microsoft has been investing in relationships with organisations like Open AI, embedding it into their products and services. However, James says that they know simply building applications isn’t enough.
“Co-Pilot is a way for the end user to connect into the power of the technology. Let’s say you want to summarise meeting notes. So instead of taking handwritten notes or replaying the recording, Co-Pilot listens in, understands what was talked about and gives you a summary and action points.
“So for me, that’s magic, because I can then focus on adding value in the meeting and participating rather than constantly having to worry about taking notes. And if I have to create a presentation and I get stuck, Co-Pilot can generate images or copy that I can edit.
James adds that Co-Pilot Studio is a way for MSPs to move from trusted advisor to business problem-solver. Because by giving it very specific, tailored information, such as on a client’s HR department, you can create amazing use cases.
“So, it essentially allows MSPs to go from being the person who maintains Azure or 365 to really being able to support them with expert knowledge. It deepens client relationships and can really increase your margins.”
What Microsoft Loop isJames explains that Loop is a more flexible note-taking tool than some of the previous Microsoft offerings. Because while OneNote is good for taking notes, Loop allows you to have a workspace for multiple people to pull together their thoughts and ideas.
“But the components themselves are modular. So, I can use one for planning meetings, and another that lets participants collaborate on the agenda with a chat space. And you can add a Loop anywhere.”
How to Connect With James MarshallMicrosoftFollow Microsoft on LinkedInFollow James on TwitterConnect with James on LinkedInHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeEvent: IgniteDesign events: BuildPartner event: InspireOnline office tools: 365AI assistant: Co-PilotAI tool: Chat GPTVideo conferencing: TeamsEmail software: OutlookCollaboration tool: SharePointCo-Pilot StudioCollaboration tool: LoopCloud computing tool: AzureOnline training: NinjaNote taking app: OneNoteBusiness apps: Dynamics 365You Might Also be Interested inPodcast: How to Transform From an MSP to MSSP for Business GrowthThis Year’s Best Open Source Tools to Improve Your MSP Tech StackPodcast: Microsoft Stack and Why MSPs May Consider an Alt Service DeskThe post Bonusode: The Most Exciting News for MSPs Coming out of Microsoft Ignite 2023 appeared first on Tubblog: The Hub for MSPs.
November 22, 2023
The 2024 List of Awesome Events for MSPs
Each year I produce a list of events for MSPs. I’ve attended many of these events myself, and they are indeed awesome!
These events are all conferences and meetings that will be of interest to IT Solution Providers and Managed Service Providers (MSPs) based in the UK and Europe.
All dates are subject to change and I’d strongly encourage you to contact the event organisers directly before making any travel plans based on the information listed here.
NotesFor readers in the USA and Canada, my good friend Karl Palachuk has a great MSP event listing in Karl’s Weekly Email Newsletter.I also publish a list of User Groups for UK Managed Service Providers that are of interest to MSPs.To receive a regularly updated list of events by email, sign up for my weekly MSP Insights email. You can take a look at the events I’m attending as well as events I’m speaking at. If you’d like to engage me to present at or report from your own event, please feel free to contact me to discuss my availability.Updates and AmendmentsI try to keep this list regularly updated, so if you have an event then please feel free to contact me and let me know about it.
Last Edit: 27 November 2023.
Annual IT Channel EventsUpcoming Events2023November 28th 2023 – Huntress – The Product Lab – WebinarNovember 28th 2023 – SkyKick – Get Ahead of 2024 Compliance Complexity – WebinarNovember 29th-30th 2023 – B2B Marketing Expo – London, UKNovember 30th – December 1st 2023 – Cyber Security and Cloud Expo Global – London, UKDecember 4th 2023 – Black Hat Europe – London, UK2024February TBA 2024 – Seceon – Virtual Summit: Profitable Path to Launching Advanced Security Services – Virtual EventMarch 21st 2024 – Uplift Live – Birmingham, UKApril 17th-18th 2024 – Service Desk Show – London, UKApril 17th-18th 2024 – UK Cyber Week – London, UKApril 30th – 2nd May 2024 – National Cyber Security Show 2024 – Birmingham, UKMarch 6th-7th 2024 – Cloud Expo Europe – London, UKMarch 6th-7th 2024 – Cloud & Cyber Security Expo – London, UKJune 18th 2024 – Atomicon – Newcastle-Upon-Tyne, UK2025Past EventsCan you help?
Will you be attending any of these events?
Do you have an event that you feel should be included in this list?
If so, please get in touch!
You Might Also Be Interested In3 Good Reasons to attend your local User Group MeetingA list of User Groups for UK Managed Service ProvidersA list of Professional Service Automation tools for MSPsThe post The 2024 List of Awesome Events for MSPs appeared first on Tubblog: The Hub for MSPs.
November 20, 2023
TubbTalk 140: How To Transform from an MSP to MSSP for Business Growth
In this episode, Richard Tubb speaks to Mark Taylor, the founder of Chorus, a Microsoft-focused MSP. Chorus has since evolved into a leading MSSP (managed security services provider).
They provide channel-focused MDR and MXDR services built on the Microsoft security stack. This enables MSPs to rapidly offer advanced managed security services to their clients.
Mark currently acts as the Chief Technology Officer and focuses on keeping up with the ever-increasing pace of change around cybersecurity, artificial intelligence and whatever is next.
An Interview With Mark TaylorWhy Mark Pivoted his Business to Become an MSSPMark explained that the need for security has changed in recent years, and every business needs help with it. After ransomware attacks such as WannaCry, he realised that cybersecurity protection would shift from a nice-to-have to a core requirement.
And, he says: “We noticed that Microsoft were developing a lot of solutions in that ecosystem. As we were already using those tools, we saw them in action early on. I saw that there was a future in security and Microsoft had a solid offering we could use.”
How Clients use Both MSP and MSSP Solutions from ChorusMark explains that while he keeps the two sides of the business separate from each other, there are often clients who make use of both types of services. “When we engage with a new partner, we have a predefined process we go through. So that helps us work out what they want from us.
“Often we can see where there’s a need for the other services we offer, both MSP and MSSP solutions. Or, it comes up into conversation with a new client – they want help with cybersecurity but something else comes up.
“There’s a natural flow to the discussion – we don’t mention other things we can help with when they approach us with a specific need. But often a client already uses Microsoft products, and realises that it can do a lot more for them. And we’re the obvious partner for that.”
The Approach Chorus Take to Security BreachesThe Chorus analysts work 24/7/365, so they can quickly respond to breaches. Mark explains that an early part of the partner engagement process includes a chat about what it is they need.
“So if we get an alert at 3am, they might want us to contact them, or they might prefer us to fix the problem and let them know afterwards. That’s all established all up front.
“We clarify that we’re pre-authorised to take action and isolate the problem. We let them know, and then they decide what to do next. And we make recommendations on what those next steps are.”
Things to Think About Before Becoming an MSSPIf you want to move to an MSSP model, the first thing to do is to see what solutions your clients are already using, says Mark. For instance, if they’re using Microsoft, there’s an opportunity to educate them on the security tools they already have.
“Are you providing SOC (security operations centre) services and what does that look like? Have you got the capacity to be available 24/7 or do you need to partner with another MSSP? Think carefully about what your offer will look like.
“I often find that MSPs want to build their own MSSP solution and realise it’s harder than they thought. That’s why it’s worth considering how you’ll respond to breaches. Will you just send an alert to the client, or will you fix it for them too?”
The Biggest Mistake MSPs Make with CybersecurityOften MSPs get caught up in the day job and don’t keep up to date with the latest cybersecurity trends. And the market shifts constantly and so rapidly that they skip the research step to ensure they have the right security solution in place.
“I’ve spoken to so many people who’ve come up with a cybersecurity solution which is no longer fit for purpose just two or three years down the line. It’s worth taking the time to explore the options so you’re not overwhelmed.
“It’s totally fine to change your mind about the vendor that you use to help you with cybersecurity. Just make sure you explain to your client why you’ve picked it, and exactly what support they’re going to get.”
What AI Means for MSPs and MSSPsMark says that we’re at the point where AI (artificial intelligence) is not just the latest hyped-up tool. “It raises as many questions as it answers, but I think it can be helpful, especially in the security space.
“For example, analysts have to rapidly assimilate a lot of information. And we know that AI is good at taking large quantities of data and distilling it into something usable.
So, I think AI will help analysts to do their job more effectively and save them time on the information crunching. Microsoft are introducing Co-Pilot, which is an AI assistant.
“It indexes your entire tenant and provides you with relevant data which is easier to manage. I don’t believe that AI will take roles away from people, I think it will enhance them.”
How to Connect With Mark TaylorChorusFollow Chorus on TwitterFollow Chorus on LinkedInConnect with Mark on LinkedInFollow Mark on TwitterHow to Connect With MeSubscribe to TubbTalk RSS feedSubscribe, rate and review TubbTalk in iTunesSubscribe and rate TubbTalk on SpotifyFollow TubbTalk on iHeartRadioFollow @tubblog on TwitterMentioned in This EpisodeCloud computing solution: AWSIT distribution company: TD SYNNEXCommunities network: RedditFlight club: Gravity IndustriesPlus the following Microsoft tools:
Business apps: Dynamics 365Security solutions: DefenderSecure device and app management: InTuneZero Trust policy engine: Microsoft Entra Conditional AccessCloud security solution: SentinelConference: IgniteMISA (Microsoft Intelligent Security Association)MXDR VerifyAI assistant: Co-PilotOnline office tools: 365Collaboration tool: SharePointCloud storage: OneDriveVideo conferencing: TeamsYou Might Also be Interested inPodcast: Application Security: What MSPs and MSSPs Should Know for SuccessSecurity, Sales and Leadership Trends Led the Way at CompTIA EMEACon 2023How to Keep Smart in Cybersecurity with Your IoT Smart DevicesThe post TubbTalk 140: How To Transform from an MSP to MSSP for Business Growth appeared first on Tubblog: The Hub for MSPs.
November 15, 2023
Webinar: Chilling Cybersecurity Horror Stories from the Professionals at Huntress
‘Cybersecurity Horror Stories’ was the theme of a recent webinar held by cybersecurity experts Huntress.
The assembled experts discussed a number of examples that could keep any MSP (Managed Service Provider) up at night!
Any unauthorised intrusion into a clients network can be a scary prospect.
Sometimes, it’s not always immediately obvious whether a login is legitimate, or something more insidious. Such as a threat actor who has phished credentials from a user through a deviously subtle sign-in form.
However, with the right approach to cybersecurity, MSPs and their clients can sleep a little easier at night.
The webinar was presented by three of Huntress’ expert security operations team.
Speakers:
Chris Cochran, Chief EvangelistDray Agha, Manager, Security Operations (UK)Herbie Zimmerman, Manager, Security Operations (US)
The team discussed a number of examples where accounts were suspected of being compromised.
According to the FBI, business email compromise (BEC), is one of the most financial damaging online crimes.
Huntress say their solutions are built for the SMB market (the 99%). With over 4,000 partners worldwide, and protect over 2.3 million endpoints.
For Huntress, their MDR (managed detection and response) for Microsoft 365 is a 24/7 service uses automation to monitor for suspicious behaviour across your network.
Potential threats are then verified by human SOC (Security Operations Centre) analysts to minimise false positives. Then a report is generated as a ticket, or emailed to the MSP partner, outlining the findings and recommending next steps.
Cybersecurity Horror Story Example #1 – Haunting in Eastern Europe
The first example, was about how it can be difficult to detect suspicious access without the visualisation that Huntress analysts get from the telemetry data supplied from the installed agents.
The example showed regular access from one user that always came from a geolocation based in Canada. In this case this account seemed to be logging in from the Ukraine instead, and it was enough to start a more manual investigation.
The visualisation supplies information like the IP address, geolocation and browser type, instead of a ‘wall of text’, enabling faster detection. The faster an anomaly can be detected and investigated, the less damage a threat actor can do in that time.
Without the visualisation, the anomaly could have easily gone undetected, and greater damage could have been inflicted by the threat actor.
When the report is sent to the partner, the anomaly is isolated, and the partner decides what to do next with some suggestions about what to do next.
Next steps can include:
Rotating the user’s credentialsAudit activity for the userEnable and enforce multi-factor authenticationEnable complex conditional access policies for the userIf Huntress MDR detects a threat it automatically disables the account, but what happens next is up to the partner MSP.
Cybersecurity Horror Story Example #2 – Huntress’ Totally Bogus User Agent JourneyThe second horror story concerned user agents. User agents are like headers for programs that need to identify who is requesting access to a web browser.
It’s not as easy to detect anomalies with user agents, because of the range of devices any one user may be using.
A user may have a desktop computer at the office, as well as and laptop at home for remote working. They may also access their accounts through a tablet or smartphone.
Huntress’ automatic threat detection for user agents is minimal at the moment, and so that’s where the human analyst’s tradecraft comes in. With some manual investigation, some patterns were spotted in the logins, which the partner confirmed were not legitimate.
However, this sort of manual investigation isn’t a very scalable answer to this kind of problem. Yet, in flagging up these kinds of anomalies and applying the context, it can be developed into an automated solution further down the line.
There are two ways we can give context to this kind of threat in future, making them easier to spot.
Firstly, we can assign this kind of threat a prioritySecondly, we can develop documentation that bridges the gaps in our knowledgeDocumentation needs to be easy to understand, but also flexible to keep up with an ever changing threat landscape. The purpose of documentation is to equip any analyst, no matter where they are based, with the information they need to be able to spot threats of this nature.
Cybersecurity Horror Story Example #3 – Spooky SubtletiesThis horror story involved a threat actor creating an inbox rule, which moved emails from the inbox into the RSS feeds folder.
On the surface, this doesn’t appear too threatening. Users create inbox rules all the time where they forward emails to various places.
However, on closer inspection, although the user appeared to be working across two different geolocations, there was something different about the user agent in one of those locations. Hidden within the user agent was a telling piece of data – the IP address was not legitimate.
Sometimes, you need to dig a little deeper to find the anomalies and tells that give away a threat actor, and this was one of those cases.
Cybersecurity Horror Story Example #4 – Phantom User AgentThis user appeared anomalous due to the variance in login geolocations where their Microsoft 365 account had been accessed.
Again, Huntress’ visualisations were able to display all the geolocations the user had logged in from, for the analyst to see clearly. The problem sometimes with varied geolocations is that it could be down to the VPN the user may be using.
One of the ways you can tell if the logins belong to the same user is by the session ID, or the device name or the browser they’re using.
However in this case, the person had managed to hide the user agent data. It was done to cover their tracks, but in this case, the absence of any data at all made it even more suspicious. In addition to this, the browser type displayed as ‘Other’, making it difficult to identify which browser was used.
The huntress analysts isolated the account to prevent further ingress.
After receiving the report from Huntress, the partner confirmed that this wasn’t a false positive report. They then took action to disable the account and provide new credentials for the user.
It’s important that when something like this occurs, that action is taken swiftly, and that the information acted upon is correct.
The role of the security operations centre is take the appropriate initial action on the partner’s behalf, define the possible next steps and not report too many false positives.
Cybersecurity Horror Story Example #5 Nightmare on NameCheap StreetIn the final example, the login record showed a user that started logging into their account in an unusual way. Again, the user agent was missing from the record, but this time they authenticated from a domain.
NameCheap isn’t inherently disreputable, but it has been labelled as a ‘bulletproof host’.
Bulletproof hosts do not keep strict policies about what they host, and evade, or do very little about reports of illicit activity. Meaning they’re a perfect go-to for phishing websites.
The Huntress analysts hypothesised, that in this case, the threat actors employed a tool like EvilProxy to redirect the user to the NameCheap host server. It may have been the result of a phishing attempt.
What makes this a nightmare for the analyst, is that the information here is limited. They can’t tell if the user has clicked on something that they maybe should have. Therefore, further investigation and information from the partner is essential to make an accurate assessment.
It’s best to err on the side of caution in cases like this. You should flag it up as suspicious with all of the context detail you can provide.
Dray said: “User awareness is super critical in cases like this because only they will know for sure if the access was legitimate or not.”
The number one thing you can do for your SMB is to insist on regular user training to spot the latest scams and phishing techniques.
Having the best cybersecurity platform on the market is pointless, if the users you’re protecting have no security savvy.
Q: Will Huntress be implementing an Incident Response solution?
A: Huntress are focusing on refining their SOC solution (EDR, MDR for M365 and Security Awareness Training) in order to keep partners and their clients safe as quickly as possible. Incident response requires a lot more investigation time, but there’s a big appetite for it to be developed in the future.
Q: Is it recommended that you install Huntress on a domain controller?
A: As there’s no need to do any event forwarding, you should install it on every asset in the environment. The more coverage Huntress has of your network, the better the picture the analysts have in spotting a potential threat.
Q: Microsoft alerts are typically slow to come through, would Huntress’ MDR for Microsoft 365 be faster?
A: Microsoft telemetry can be slow, so there is a delay in getting those critical alerts sometimes. Without bypassing Microsoft, Huntress’ analysts are able to employ a few shortcuts and respond faster, and with context.
When it comes to cybersecurity defence strategies, both layering your security defences and limiting your attack surfaces are a good option for IT providers.
Chris gave the analogy of the tower defence games. In those games, you deploy an array of different defences to protect your base from attackers.
You cannot always prevent users from clicking on those realistic-looking phishing emails. However, with the right tools and the right training you can adequately protect your data.
With Microsoft 365, you can also impose stronger resilience through conditional access policies.
Conditional access defines what is permitted and the authentication required to access Microsoft 365. It can be used to limit access based on user/group membership, device type, geolocation IPs and much more.
This webinar was an interesting dive into the sorts of scenarios that Huntress MDR for Microsoft 365 may encounter. These examples can be difficult to read as threats at first glance, which is what makes them so alarming.
The more subtle the intrusion, the scarier the prospect that a threat actor could be causing more damage the longer they remain undetected.
Huntress try to manage the balance between accuracy in their reports and a speedy response. However some of the scenarios displayed in this webinar have proved that it’s not always easy to get right.
Have you experienced a spooky encounter with a threat actor accessing your client’s data? Have you let your guard down because of alert fatigue in the past, and it’s been a costly experience?
If you would like to share, we would love to hear your story in the comments.
The post Webinar: Chilling Cybersecurity Horror Stories from the Professionals at Huntress appeared first on Tubblog: The Hub for MSPs.
November 9, 2023
Using the Right M365 Tools for Better Productivity & Wellbeing
Inefficiencies are something a lot of businesses suffer with.
Making the most out of your tools to improve communications and productivity leaves you with more time to focus on your business, or on more important things outside of work.
Microsoft365 has a lot of useful tools to help businesses be more productive, that are often included in the bundle, but aren’t always utilised fully.
Sometimes we need to a new perspective on things from a third party consultant to realise how our businesses could be operationally more efficient.
The Right M365 Tools for Productivity and Communications
MSP Community Manager, Stephen McCormick, speaks to the founder of Meetime Services, Gavin Jones.
In this interview they discuss the implications of operational inefficiency on businesses, and mental health.
Plus, they talk about the most underused M365 tools that businesses are often not implementing to their fullest.
An Interview with Gavin Jones
Gavin Jones is a business consultant based in Staffordshire. He has a background in business improvement, previously working for a large multi-national beverage company.
His expertise in implementing software tools that improve efficiencies help business to save their time in operations, which allows them to focus their time on more important things.
He has a YouTube channel where he regularly uploads videos to help people with various Microsoft products.
Video: Using M365 Tools for Better Productivity & Burnout Avoidance
Working for a Large Enterprise You See Change as a Slow Process
In Gavin’s background working for a large brewery company, he observed that any change was difficult to pull off quickly.
“Working for a large enterprise, change is like an oil tanker, it’s very slow moving,” says Gavin. There are always a lot of emails and meetings, and it can waste a lot of time. The friction of decision-making needed better tools in place.
On becoming Transformation Manager, Gavin was able to do something about the inefficiencies by using platforms like Slack as a collaborative space. Reducing the need for many meetings and endless email threads.
How the Pandemic Offered New Tools and Ways of Working
After the Covid lockdowns, a lot of companies adopted new tools like Zoom and Teams.
However, not all of those companies adapted to using them effectively.
Endless meetings became endless video calls, which resulted in what we call ‘Zoom fatigue’. Furthermore, being remote, workers can miss out on the common conversations that occur in the office, necessitating further calls to catch up to what’s going on.
The collaboration aspects of tools like Microsoft Teams offers functionality similar to Slack which cut down on unnecessary video calls.
The Commonly Underused M365 Tools That Businesses Fail to Use Fully
Gavin describes the three essential tools for productivity and time-freeing that Microsoft have to offer are as follows:
Teams – for chat, video conferencing, but also the collaboration elementPlanner/To Do – a task manager is essential for productivitySharePoint – a central platform for shared content and resourcesWith SharePoint, Gavin says many companies often set one up but don’t keep up with adding new content. While others only give privileges to a select few, thereby only using it as a message board for certain departments (legal, HR, etc.)
How Better Collaboration Can Lead to Better Mental Health
Gavin understands that, as a business owner, you’re responsible for the wellbeing of your employees.
Poor channels of communication and a lack of visible accountability only exacerbate stress on complex projects, which can ultimately lead to burnout.
With an efficient platform in place, the stress on your workers will be much lower. Furthermore, if you do find your business is busy, as the owner, you’ll be less tied up to focus on hiring more talent if you need to.
Often, a business that has grown over time can’t see where to make the changes it needs to in order to streamline and improve conditions for it’s employees.
As a consultant Gavin can come in from the outside, and do an assessment. Then follow it up with recommendations for improvements.
Could You or Your Clients Be Making Better Use of Their M365 Tools?
Could Gavin’s services be of use to your or your client’s businesses? Have you got a SharePoint site you barely use? Or are you paying for more tools that you need?
We’d love to hear about it in the comments.
How to Connect with Gavin JonesVisit his websiteSubscribe to his YouTube channelConnect with Gavin on LinkedIn
Using M365 Tools for Better Productivity & Burnout Avoidance – The Transcript
Resources Mentioned in This VideoTim Ferriss Show Entrepreneurial PodcastThe Miracle Morning by Hal ElrodThe Daily Stoic by Ryan Holiday
You Might Also Be Interested InApplying an Adventurous Mindset in Life and Work for Robust Mental HealthTubbTalk 136: How to Solve Hardware Headaches for MSPs and Their ClientsTubbservatory Round-Up – #21 September 2023
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November 7, 2023
Tubbservatory Round-Up #22 – October 2023
Every week, Richard‘s got your back, delivering five must-have resources that every IT Managed Service Provider (MSP) should have on their radar.
Welcome to the Tubbservatory – your weekly video fix, jam-packed with handpicked articles, podcasts, and events that are a goldmine for fellow IT business owners like yourself.
Introducing Tubbservatory Round-Up #22 for October 2023. This month we’ve gone the extra mile in rounding up the tastiest episodes for your viewing pleasure. So no need to fret about missing out, because it’s all right here, waiting for you to dive in at your convenience.
Items are listed and linked at the end of this article.
This month’s topics include: Ransomware, Cybersecurity, Hacking, Backup, Burnout, Events, GDAP, Helpdesk.
Tubbservatory Round-Up #22: October – Week 1#1 5 Key Strategies to Tackle the MSP’s Ransomware Crisis Head-On
Richard recently hosted a conversation with James Finglas of Irish MSP MJ Flood, and Merium Khalid, Director, SOC Offensive Security at Barracuda MSP.
Finglas and Khalid talked him through the timeline of a ransomware attack on an Irish manufacturing company in August of this year, and the lessons MSPs can learn from it.
This video is now available to view on-demand.
#2 Rachel Tobac’s Post on HackingAnd talking of breaches, Rachel Tobac, CEO of SocialProof Security, a friendly hacker and security expert, details a common method she often uses in her hacking and one that was recently used in the MGM resort breach.
This is a fascinating read for anyone interested in Cybersecurity.
#3 Cloud Workload Portability PulseMeterThe topic of Data and Workload Portability is one that many MSPs are discussing, and so a report that caught my eye was the Cloud Workload Portability PulseMeter from Akamai.
The report highlights an MSP survey indicating the top three drivers for workload portability are business continuity/disaster recovery (31%), cost savings (30%), and resilience (27%).
Thanks to James Steel of Linode for highlighting this report.
#4 ‘I Wasn’t Heard at Meetings, So Did Something About It’‘I wasn’t heard at meetings, so did something about it’ says Pamela Maynard, CEO of global IT consultancy Avanade.
In this video on BBC News, Maynard shares her advice on how to get ahead at work.
#5 Huntress Brings ‘Breaches & Brews’ Events to the UKAnd finally, leading Cybersecurity vendor Huntress are coming to the UK for a series of Breaches and Brews events!
Join Huntress in London, Birmingham, Manchester and Bristol during October, for an fun gathering of MSPs at some top brewery locations where we’ll be drinking beer while talking Cybersecurity!
#1 We’ve Got Your Back(up)
As an MSP, are you aware of Microsoft Clause 6B?
This clause states that Microsoft recommend that you use a 3rd-party to backup your client’s cloud data to provide continuity in the event of data loss.
Given the importance of continuity to MSPs, Pax8 have put together a resource page that can help MSPs grow their business with continuity solutions
To save yourself sleepless nights worrying about your client’s data, this is definitely one to check out.
#2 Windows Server 2012 and 2012 R2 Reaching End of SupportTalking of Microsoft, a reminder that on October 10, 2023 Windows Server 2012 and 2012 R2 have now reached their end of support.
From this point onwards, these products will no longer receive security updates, non-security updates, bug fixes, technical support, or online technical content updates.
So, if you’re an MSP with client’s still using these products, it’s time to talk about purchasing Extended Security Updates from Microsoft, or looking at alternatives.
And still on the subject of Microsoft, Dev Kundaliya of Computing reports that 38TB of exposed data including passwords for Microsoft services, secret keys and conversations was recently exposed due to misconfigured Azure storage.
This article makes for chilling reading for any MSP.
#4 Trying to Be Everything to Everyone: Let’s Talk About BurnoutA video that caught my attention was Stacy Thayer presenting at Black Hat 21 on Trying to Be Everything to Everyone and Burnout in Cybersecurity Professionals.
With business demand for Cybersecurity roles outstripping available staff, stress and burnout is high.
This talk discusses the existing research on burnout in the computer security industry and will discuss what really causes burnout, why it happens, and what you can do to mitigate it.
A powerful video.
#5 SuperSummit Virtual: Strategies for Successful MSP Growth and ScaleAnd finally, if you missed the big MSP SuperSummit virtual event from SuperOps.ai this week, never fear — an on-demand recording is available for the next 7 days!
With 15+ speakers and 100+ insights — including a presentation from me on Building a Compelling MSP Brand Story, this was an awesome event for IT businesses — and the best part, it was free!
Check out the recordings now.
#1 Easy path to MSP Security: Focus on GDAP, Teams & SharePoint Scenarios
A video that caught my attention was the Easy Path to MSP Security, from SkyKick.
With a focus on GDAP, plus some real-world Microsoft Teams & SharePoint Scenarios from Lee Ramse and Michael Leison of SkyKick, this on-demand video tackles head-on the top security scenarios that are important to your MSP client’s.
#2 EP148 – The Top 5 Helpdesk Automations That Every MSP Needs with Bradley Munday from Uptime Solutions and Ian LuckettA Podcast that caught my ear was Bradley Munday of Uptime Solutions speaking to Ian Luckett about The Top 5 Helpdesk Automations That Every MSP Needs.
The helpdesk is the lifeline of any MSP, and in this episode, Munday and Luckett focus on the automations that can elevate the service and efficiency of your MSP operations.
Well worth a listen!
#3 The IT Consultant’s Year Of IntentionA new book release that I’m excited to share is the IT Consultant’s Year of Intention by MSP legend, Karl Palachuk.
This workbook is designed specifically to help IT Consultants to plan – and evaluate – the year ahead. Unlike a basic business book, this workbook focuses on the activities of a successful IT Service Provider.
Grab your copy now!
#4 TubbTalk 135: How to Turn Employees into a Company’s Biggest Cybersecurity AssetHow can your client’s Turn Their Employees into Their Company’s Biggest Cybersecurity Asset?
That’s what I discussed on a recent episode of my Podcast with Benjamin Netter the founder of Riot, an all in-one-solution that drives better protection for MSPs, and Benjamin himself is a veteran of the IT space.
Riot is a tool worth checking out for any MSP that wants to help reduce their cost of supporting client’s.
#5 IT Nation Connect 2023And finally, one of the MSP industries biggest events takes place in Orlando, Florida on November 8th-10th 2023.
IT Nation Connect 2023 features Jesse Cole as the keynote speaker, and both live event and virtual tickets are now available to purchase.
#1 From Basics to Breakthroughs: Evolution of IT Security in the 1980s
With IT security being the most concerning topic in the arena of digital business, keeping up with current trends is essential. However, there’s value in taking a look at the journey so far, to appreciate where we’re at today.
Smarter MSP’s Adam Khan describes what security was like before the internet, how viruses grew to become more and more sophisticated, and how legislation adapted to compensate.
#2 EP029 – Inbay and the Globalised MSP with Shaun McNameeA podcast that I took a particular interest in this week was the It’s a Numbers Game podcast, with Adam Morris and Daniel Welling. In this episode they spoke with of Inbay, recorded before the merger with Uptime Solutions.
Shaun shares wisdom on outsourcing the non-core and what delivers the highest value. It’s well worth a listen.
We all know that generative AI offers a plethora of opportunities, but what does this mean for the future of software outsourcing?
This is the question Maxim Ivanov, CEO of Ukranian IT Provider AimProSoft asks, in his article for Computer Weekly. Ivanov poses some interesting questions about GenAI and whether it will eventually make contracted developers superfluous.
#4 3 Tips for Adding the Right Kind of Recurring RevenueWe all know that the sort of MSP businesses that do well are those with fantastic Monthly Recurring Revenue models in place, but not all MRR is created equal.
Service Leadership’s Peter Kujawa, says the secret is finding MRR that drives profitability. And keeping an eye on the operational maturity level objectives of your clients can be key to ensuring that you’re not going to be losing money as you help them grow their businesses.
#5 Managed Services Summit North comes to Manchester on 21st November 2023Tuesday 21st November is when the Managed Services Summit North comes to Manchester.
Aimed at directors and senior managers of MSPs, VARs and Systems Integrators.
Our own Richard and Stephen will both be there too, so register today.
Links to the Resources Mentioned in this Round-Up
From Week 15 Key Strategies to Tackle the MSP’s Ransomware Crisis Head-OnRachel Tobac’s Post on HackingCloud Workload Portability PulseMeter‘I Wasn’t Heard at Meetings, So Did Something About It’Huntress Brings ‘Breaches & Brews’ Events to the UKMentioned in Week 2We’ve Got Your Back(up)Windows Server 2012 and 2012 R2 Reaching End of SupportMicrosoft Passwords and Keys Exposed Through Misconfigured Azure StorageTrying to Be Everything to Everyone: Let’s Talk About BurnoutSuperSummit Virtual: Strategies for Successful MSP Growth and ScaleWeek 3Easy Path to MSP Security: Focus on GDAP, Teams & SharePoint ScenariosEP148 – The Top 5 Helpdesk Automations That Every MSP Needs with Bradley Munday from Uptime Solutions and Ian LuckettThe IT Consultant’s Year Of IntentionTubbTalk 135: How to Turn Employees into a Company’s Biggest Cybersecurity AssetIT Nation Connect 2023And Week 4From Basics to Breakthroughs: Evolution of IT Security in the 1980sAI vs Software Outsourcing: An Opportunity or a Threat?3 Tips for Adding the Right Kind of Recurring RevenueManaged Services Summit North Comes to Manchester on 21st November 2023
And that’s a wrap for Tubbservatory Round-Up #22!
Have something truly extraordinary to contribute? Be it an incredible tool or a mind-blowing resource, we’re all ears!
Please share it in the comments section below, and let’s maintain the free flow of knowledge. Your input holds immense value for us!
The post Tubbservatory Round-Up #22 – October 2023 appeared first on Tubblog: The Hub for MSPs.
November 6, 2023
How AI is Narrowing the Inclusion Gap and the Opportunities for MSPs
Inclusivity is becoming a more achievable goal, thanks to innovations in artificial intelligence (AI).
It’s fair to say: AI, while not being new, has certainly matured in recent years.
The opportunities and challenges that come with AI are being debated constantly in today’s press. Generative AI in particular has been suggested as the new bogeyman in the world of creativity, as well as being the cyber threat actor’s new partner-in-crime.
Though it’s true that GenAI is being used for nefarious purposes, there are a lot of wholesome applications being developed as well. AI, in all its forms, can be used for good too!
In this article, we’re throwing the spotlight on some interesting case studies to give you some great ideas of niches to explore as Managed Service Providers (MSPs).
When we talk about an inclusive society where opportunities are equitable for all, what do we mean? A diverse society, or workplace, offers many benefits. So, inclusion is something to strive towards, in any industry.
It’s often easier to spot a lack of representation when we’re talking about gender or ethnicity. The gaps are easier to spot when you can see a lack of diversity in the room. For instance, we are aware of a lack of women, among other groups, entering STEM careers (Science, Technology, Engineering and Mathematics).
For people with a disability or neurodiversity, the inclusivity gap often requires specialist tools to lessen that divide.
As technology providers today, we are in a unique position to help in removing some of these barriers. Thanks in part to innovations in artificial intelligence and machine learning.
Society can benefit from greater equity amongst its population, and we are better for it as a whole.
To quote Jesse Jackson: “When everyone is included, everyone wins.”
It can be difficult to keep up with all the recent trends in AI. Therefore, we’ve highlighted just a fraction of the ways artificial intelligence is making lives easier for individuals living with additional physical and mental challenges.
Many of these examples are where AI is making a difference in terms of inclusion or improving the lives of individuals who need a little extra help.
We hope that some of these will change your mind about the negative image AI has, and will perhaps inspire you to explore new niches for your MSP.
AI is here to stay, and getting on the bandwagon early could be very lucrative for those MSPs taking a chance on this exciting technology. Especially when it’s for a worthy pursuit, such as improving quality of life for others.
Anywhere where communication can be improved is a great application for generative AI.
Alt-text provides descriptive text for the visually impaired, usually through the use of a reader. It converts an image on a webpage, for example, into an aural description.
AI smart glasses are becoming a powerful assistive technology thanks to AI. Not only can you read alt-text with them, but you can also have text translated into other languages. And with AI integration, you can ask questions about the content you’ve read, to improve your understanding.
ChatGPT has an extension for Google Chrome called Simplif.ai. This extension simplifies technical terms into easy-to-understand language. It’s an extremely powerful tool aiding people to conduct online research, but it can also be used by people with learning difficulties to navigate websites that use a lot of jargon or complex words.
Another great plugin for accessible reading is Dyslexie Font. It helps people with dyslexia or other cognitive impairments by improving the readability of text on websites and applications such as Office and Adobe suite.
Also worthy of mention are the tools that convert text into natural sounding speech. Thanks to AI, these apps make text-to-speech and audible content much easier to access, and offer an extensive range of voices and languages.
All of these technologies are great for the sight-impaired or dyslexic. Thereby narrowing the inclusion gap.
One area AI excels in is processing language data and finding the patterns within.
Researchers at Oxford University and University College London have developed new tools, based on artificial intelligence language models, to better recognise and understand subtle signatures in the speech patterns of patients diagnosed with schizophrenia.
Researchers used AI language models to understand the choice of words individual participants produced, against a control group to see if there was a notable difference. In the tests, they found that the patients chose words that were less obviously related to each other.
Dr Matthew Nour, Clinical Lecturer in Psychiatry, said:
“This work shows the potential of applying AI language models to psychiatry – a medical field intimately related to language and meaning.
“Until very recently, the automatic analysis of language has been out of reach of doctors and scientists. However, with the advent of artificial intelligence (AI) language models such as ChatGPT, this situation is changing.”
AI-driven chatbots and virtual assistants have found a role in providing emotional support and assistance with mental health.
These bots provide critical first-line support for individuals where resources may be otherwise hard to access. The machine learning element of chatbots continue to improve their service as they recognise patterns based on natural language processing (NLP) and deep learning.
Mental Health Support ToolsWoebot and Wysa are two examples of platforms that use AI algorithms to provide mental health support on a personal scale.
They allow users to experience cognitive behavioural therapy (CBT) and emotional wellness guidance, starting a journey to better mental wellbeing.
Both Woebot and Wysa use conversational AI to help users work through stressors and worries in a safe space before things escalate. It leads on to structured CBT programmes before involving a human professional if more one-to-one coaching is required.
These tools have helped to bridge the gap in mental health services where resources are otherwise hard to access, including outside of work hours.
Cyber Victim SupportThe Cyber Helpline is a charity that uses an AI chatbot, which is accessible 24/7 to support people suffering from cyber-crime, digital fraud or online harm.
The chatbot is able to diagnose exactly what the problem is, and how best to support you. It provides free, expert help to victims immediately, or can pass you onto a cybersecurity expert volunteer if further assistance in required.
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AI Advances in Prosthetics Helping to Narrow the Inclusion GapIt’s not just in mental health and cognitive fields where AI is making great strides.
AI-powered prosthetics and exoskeletons use machine learning algorithms to adapt to the user’s movements. This allows the technology to maximise comfort and mobility, which gives the user greater independence.
This is a perfect example of where AI helps narrow the inclusion gap for acquired amputees or those born with congenital limb deficiencies.
Artificial Intelligence, alongside 3D printing technology, has allowed companies like Open Biotics, a company based in Bristol in the UK, to produce affordable prosthetics to clinicians based all over the world.
Autism was unheard of fifty years ago, despite the term being coined in 1910. Today, the challenge is with early diagnosis in children with development issues and, once again, availability of resources.
Canvas DX is an AI-driven diagnostic tool that allows healthcare providers to diagnose or rule-out autism in children aged 1.5 to 6 years.
It allows many more diagnoses to take place, reducing the time it takes to get a diagnosis for a child.
Presently, on average, girls are often diagnosed up to 18 months later than boys, so it’s narrowing the inclusion gap. Furthermore, it will help address the disparities in diagnoses for children from ethnic or deprived communities.
Part of their developmental roadmap is to treat autism using an AI communication tool capable of helping the child to navigate often overwhelming social cues. Improving interactions and language makes it less likely their development will suffer, thereby closing the inclusion gap.
Neurodiversity is a category for people whose brains work slightly differently. It includes people with autism, ADHD, dyslexia and many more.
For both children and adults, there are some excellent AI tools out there to help those on the neurodivergent spectrum to form better connections between objects and language.
These connections are essential for children to learn and excel in school, and for adults to adapt to their working environment, but it’s important for their everyday lives too.
InnerVoice is an app by iTherapy, which allows the user to scan an object with their phone’s camera. The app explains what the object is and demonstrates how it’s used through gifs.
Other features include a text-to-speech avatar of the user which emulates how they would speak. This is very useful for non-verbal children or those with speaking difficulties.
Other tools, which are aimed at adults, have been designed to help them connect with their environment in a language that they can better understand.
GoblinTools are a collection of small, simple, single-task tools. They’re mostly designed to help neurodivergent people with tasks that they find overwhelming or difficult.
The tools work with simple prompt boxes, taking what you’ve typed in and making suggestions on:
Breaking things down into easier to manage tasksFormalising your language to help put your thoughts into wordsEstimating the time it will take you to complete and activity and setting the expectationsWorking out what you can cook with the ingredients you have in your home
As the technology matures, AI will be challenged to bring forth greater diversity and accountability in the future.
Some earlier AI large language models (LLMs) were revealed to have a racial, cultural or social bias. So, developers will need to be more watchful of the results their products churn out, to avoid a backlash.
The UK AI Safety Summit in November 2023 will raise a lot of questions which developers will have to carefully think about.
The guardrails on AI data models used in those countries taking part in the summit will require careful consideration. And as more nations catch up across the globe, regulations will get tighter and more complex.
The increased use of AI in cybercrime is also a risk not to be ignored. LLMs are enabling cyber criminals to launch phishing campaigns at a much greater scale than before, and in multiple languages.
If used maliciously, these tools possess an ability to learn from their mistakes. So in future, it will become much harder to spot fraud, bias and misinformation in AI-powered systems.
And let’s not forget what Elon Musk had to say about the dangers of AI:
“It’s not clear we can control it, but we can aspire to guide it in a direction that’s beneficial to humanity.”
There is always that danger, no matter how unlikely, that the plug may need to be pulled on AI. However, the opportunities that AI present to our world cannot be ignored.
The secret to finding the niches where inclusivity is concerned is to find the roadblocks in way of access to services.
If you’re an MSP developing your own chatbot, or you’re considering adopting AI as part of your offering, there are many organisations out there that could benefit from your IT expertise.
Although artificial intelligence has been perceived as a threat to many, it also presents numerous opportunities to improve the lives of others. By providing access to essential services and closing the inclusion gap, AI is making the world a better place too.
Therefore, as technology providers, it’s a good idea to be aware of the opportunities here to explore niches like this.
AI has become such an important technology in our daily lives that’s it’s been given an entry in the Collins English Dictionary!
Are you offering an AI solutions as part of your stack to your customers? Is there a niche that you’ve gone into because of adopting a new AI-driven tool for one client, which has opened up similar opportunities with other clients? We would love to hear your story in the comments.
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