Business of Tech: Daily 10-Minute IT Services Insights

Managed service providers (MSPs) are increasingly allocating budgets for ransomware payments, with a recent report indicating that 45% have set aside funds specifically for this purpose. This trend raises concerns about normalizing the act of paying criminals, as many experts argue that such practices inadvertently support criminal activities. While some MSPs are turning to cyber insurance for protection, a significant portion remains vulnerable due to a lack of allocated budgets for ransomware payments or insurance. Additionally, MSP leaders are increasingly worried about artificial intelligence threats, which have surpassed traditional concerns like ransomware and malware.

A study by AppOmni reveals a troubling disconnect in the security posture of organizations using software-as-a-service (SaaS) applications. Despite 75% of organizations reporting breaches in the past year, 89% believe they have adequate visibility into their security environments. The study highlights that many incidents stem from permission issues and misconfigurations, emphasizing the need for improved security hygiene. Providers are urged to focus on addressing these basic issues rather than preparing for ransom payments, as this is where they can truly add value and protect their clients.

In a concerning development, a startup has been found selling hacked data from over 50 million computers to various industries, including debt collectors and divorce attorneys. This practice raises ethical and legal questions, as the sale of such information may not be illegal in many jurisdictions. Additionally, researchers have discovered nearly 2,000 AI protocol servers exposed online without any authentication, posing significant risks to sensitive data. Experts warn that individuals whose data is sold may remain unaware of the exploitation of their personal information, highlighting the urgent need for stronger data protections.

The UK government is reconsidering its demand for Apple to provide access to encrypted user data, influenced by pressure from the U.S. government. This shift comes after Apple withdrew its Advanced Data Protection Service from the UK, emphasizing its commitment to user privacy. Meanwhile, Meta has rejected the EU's Code of Practice for Artificial Intelligence, citing concerns over regulatory overreach. In contrast, OpenAI has formed a strategic partnership with the UK government to enhance the country's AI infrastructure, indicating a growing trend of governments aligning with major tech players in the AI sector. For MSPs, these developments underscore the importance of engaging in conversations about encryption resilience and understanding the evolving regulatory landscape.

Four things to know today

00:00 45% of MSPs Planning to Pay Hackers? SaaS Breach Rates Show Why That’s the Wrong Bet

03:55 Startup Sells Data From 50M Hacked PCs as AI Servers Leak Sensitive Info Without Authentication

06:18 UK May Drop Apple Encryption Backdoor Demand Amid US Pressure; OpenAI and Meta Make Diverging EU Moves

09:15 Microsoft Patches Critical SharePoint Flaws as China-Linked Actor Linked to Incident

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Retail sales in the U.S. show a surprising rebound, rising by 0.6% in June, driven primarily by auto dealership sales, but concerns linger regarding inflation's impact on consumer demand. The episode also highlights a critical Microsoft SharePoint flaw that exposes thousands of servers globally and Forrester's recommendations for IT leaders to pivot their budgets towards AI while phasing out legacy technology. Additionally, the ongoing trend of Fortune 100 companies enforcing return-to-office mandates is examined, with a focus on its implications for the gender gap in remote work. 

 

00:00 Retail rebound masks inflation reality as tech hiring shifts toward cybersecurity and infrastructure

05:25 Microsoft SharePoint flaw leaves federal agencies, universities, and businesses exposed in global cyberattack

08:38 Fortune 100 return-to-office mandates surge to 54% as hybrid work wanes post-pandemic

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Santosh Kaveti, founder and CEO of ProArch, discusses the critical steps organizations must take to operationalize AI effectively. His company specializes in helping clients across various sectors, including power, manufacturing, and healthcare, bridge the gap between IT and operational technology systems. Kaveti emphasizes the importance of data readiness as a prerequisite for AI readiness, arguing that without proper data governance, organizations cannot successfully implement AI solutions. He outlines a structured approach to AI adoption, starting with individual user empowerment and progressing through workflows and custom AI applications.

Data governance is a central theme in Kaveti's discussion, where he clarifies that it does not necessarily require perfectly structured data but rather a solid understanding of data risks and access controls. He notes that many organizations, particularly small and mid-sized businesses, are often unprepared for the data governance necessary to support AI initiatives. Kaveti suggests that organizations can achieve significant improvements by implementing basic data classification and access controls, which can lead to a more effective AI journey.

Kaveti also highlights the differences in AI adoption across industries, noting that compliance drives many organizations in healthcare, while critical infrastructure sectors often mistakenly believe that their locked-down environments ensure security. He points out that a lack of understanding of data risks can lead to vulnerabilities, regardless of the perceived security measures in place. This misconception is prevalent among SMBs, which often overlook the importance of data hygiene and governance.

Finally, Kaveti shares real-world examples of how ProArch has successfully implemented AI solutions for clients, illustrating the tangible benefits of AI in improving operational efficiency. He emphasizes that AI should not be confused with mere automation, as true AI applications can enhance productivity and decision-making. By focusing on the integration of AI tools and ensuring they work cohesively, organizations can unlock the full potential of AI to drive business transformation.

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Dave Sobel hosts a sponsored webinar discussing the modern endpoint management capabilities of Microsoft Intune, particularly its relevance for Managed Service Providers (MSPs). The session features Rolando Jimenez, a technical trainer at Nerdio, and Hugo Salazar, a Go Live engineer, who share their insights and experiences with Intune. They explore the evolution of Intune from a supplementary tool to a central component of Microsoft 365, emphasizing its integration with security products and the shift away from traditional on-premises solutions like Active Directory and Group Policy.

The conversation highlights the practical aspects of deploying Intune, including the importance of pre-planning and understanding the complexities involved in transitioning from legacy systems. Rolando and Hugo discuss common pitfalls that MSPs encounter when setting up Intune, such as the need for proper configuration and the significance of using tools like the Group Policy Analyzer. They also emphasize the benefits of using Intune's autopilot feature for zero-touch enrollment, which streamlines the onboarding process for new devices.

Security is a major focus, with the speakers addressing how Intune helps manage compliance and protect sensitive data, especially in a remote work environment. They explain the differences between Mobile Device Management (MDM) and Mobile Application Management (MAM), detailing how MAM allows for the protection of corporate data on personal devices without requiring full device management. This nuanced approach is crucial for organizations that want to balance user privacy with security needs.

As the discussion wraps up, Rolando and Hugo encourage MSPs to embrace Intune as a powerful tool for endpoint management. They stress the importance of leveraging the capabilities of Intune to enhance operational efficiency and security while providing practical advice for successful implementation. The session concludes with a Q&A segment, where they address specific questions from the audience, further clarifying the benefits and functionalities of Intune in modern IT management.

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Delta Airlines is set to revolutionize its pricing strategy by implementing artificial intelligence to determine the maximum price customers are willing to pay for flights. This shift aims for AI to influence 20% of ticket prices by the end of the year, a significant increase from the current 3%. The technology, developed by travel firm Fetcher, analyzes customer behavior and market conditions in real time. However, this personalized pricing strategy has raised concerns among privacy advocates, who argue that it may feel invasive and could erode customer trust. The implications of this dynamic pricing model extend beyond Delta, as businesses across various sectors may face similar challenges in balancing profitability with customer perception and regulatory compliance.

OpenAI has launched the ChatGPT Agent, a new capability that allows the AI to perform complex tasks autonomously, such as analyzing calendars and creating presentations. This advancement marks a significant shift from AI as a mere assistant to an autonomous actor capable of executing commands independently. The ChatGPT Agent has demonstrated impressive performance metrics, outperforming previous iterations in various benchmarks. However, OpenAI has acknowledged potential risks, including prompt injections that could lead to unintended actions with private data. As the AI landscape evolves, Microsoft’s Copilot struggles to gain traction, highlighting the competitive challenges in the market.

The podcast also discusses Intel's announcement of significant layoffs affecting over 5,000 employees as the company grapples with declining relevance in the semiconductor industry. The new CEO, Lip Butan, emphasizes the need for Intel to become leaner and more agile, reflecting a shift from previous costly turnaround strategies. This situation underscores the importance for service providers to pivot before clients feel the impact of supply chain issues. As Intel navigates these challenges, the broader implications for the tech industry and its workforce are significant.

Finally, the episode touches on internal chaos at OpenAI, as highlighted by former engineer Calvin French-Owen, who points out organizational challenges stemming from rapid growth. The lack of centralized planning has led to inefficiencies and communication breakdowns within the company. Additionally, the media industry's misguided pivot to AI is critiqued, emphasizing that quality journalism relies on human connection rather than automated output. The discussion raises important questions about the future of AI, data management, and the evolving landscape of technology, urging listeners to consider the implications for their own businesses and clients.

Three things to know today

00:00 Delta’s AI Wants to Know What You’ll Pay—Is That the Future of Business?

04:32 OpenAI Unveils ChatGPT Agent: AI Now Acts Autonomously With Virtual Computer

08:41 Intel Slims Down: Leaner Team, Fewer Chips, Big Questions Ahead

09:45 Is AI the Fix or Just a Fad? Why It’s Time to Challenge Old Tech Assumptions

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Microsoft is undergoing a significant restructuring, placing artificial intelligence (AI) at the forefront of its strategy. The company has announced the layoff of approximately 9,000 employees, primarily targeting generalist sales roles, as it shifts towards a model that prioritizes technical expertise over traditional relationship-building in sales. This move is part of a broader initiative to enhance its AI offerings, particularly through its Copilot program, which has seen a 50% increase in funding and a 70% rise in partner incentives. Microsoft aims to eliminate product silos and align its go-to-market strategy with customer priorities, emphasizing the importance of AI integration in sales and service delivery.

OpenAI is also making waves by diversifying its cloud infrastructure, now utilizing Google Cloud alongside Microsoft, CoreWeave, and Oracle. This strategic shift comes as OpenAI prepares to introduce new features in its ChatGPT platform, including a checkout function for e-commerce, which will allow users to make purchases directly through the chatbot. The company is positioning itself to compete more directly with Microsoft’s Office suite by enhancing productivity tools and integrating e-commerce capabilities, signaling a move from being a model provider to an end-user platform.

Amazon Web Services (AWS) has launched a new platform called Amazon Bedrock Agent Core, designed to facilitate collaboration among AI agents across organizations. This platform aims to address concerns about job security in the face of AI advancements, as it allows for the construction of interconnected AI agents capable of performing various tasks. Unlike competitors, AWS's offering is designed to be flexible and support multiple AI frameworks, positioning it as a neutral infrastructure provider in the AI landscape.

In a rapid-fire segment, several companies have announced new partnerships and product updates. iRACA has teamed up with TD Cynics to extend its secure access services, while cgen.ai has launched a platform to streamline AI workloads. Nutrien has improved its Document AI software, and Cohesity has integrated its data management platform with Microsoft 365 Copilot, enabling users to leverage backup data for informed decision-making. These developments highlight a trend towards enabling service providers to evolve from mere technical support to delivering measurable business outcomes.

Four things to know today

00:00 Microsoft Shakes Up Partner Strategy with AI Funding Boost and Workforce Realignment

05:42 OpenAI’s Cloud Diversification and Agent Ambitions Could Upend SMB Workflows

08:35 AWS Launches AgentCore to Build Networks of Interconnected AI Agents

11:15 Aryaka, C-Gen.AI, Nutrient, Cohesity Roll Out Innovations Targeting Business Value

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Managed service providers (MSPs) are increasingly becoming essential partners for mid-market organizations, with a recent Barracuda Networks survey revealing that 85% of firms with 1,000 to 2,000 employees now depend on MSPs for integrated security support. This shift highlights the growing complexity of cybersecurity challenges that these organizations face, as they seek to manage a multitude of disconnected security tools. The survey indicates a willingness among 92% of organizations to pay a premium for enhanced support, emphasizing the need for MSPs to demonstrate technical mastery and deliver ongoing value.

The podcast discusses the implications of this trend, noting that while MSPs may feel indispensable, they are also facing pressure from vendors who are building direct relationships with mid-market clients. The demand for 24/7 security coverage and transparency about security practices is high, with many organizations willing to switch providers if their needs are not met. This creates a challenging environment for MSPs, who must evolve from being mere resellers of security tools to becoming orchestrators of comprehensive security outcomes.

Additionally, the episode covers the ongoing licensing disputes between Siemens and Broadcom following Broadcom's acquisition of VMware. The shift from perpetual licenses to subscription models has led to significant price increases, causing frustration among enterprise customers. As organizations like Siemens seek alternatives, the podcast highlights the growing market for VMware exit planning and license optimization services, presenting opportunities for IT providers to assist clients in navigating these challenges.

Finally, the discussion touches on broader trends in software licensing and the rise of open-source solutions as enterprises grapple with compliance issues. The increasing use of unapproved AI tools, known as Shadow AI, among employees poses additional risks, prompting IT leaders to seek trusted partners who can help them manage these complexities. The episode concludes by emphasizing the need for MSPs to pivot from reactive approaches to strategic advisory roles, guiding clients through the evolving landscape of technology and security.

Three things to know today

00:00 Barracuda Warns: Midmarket Clients Expect 24/7 Security and Transparency—or They’ll Walk

05:20 Siemens vs. Broadcom: VMware Licensing Fight Highlights Industry Turmoil

09:08 $500K Compliance Costs and Shadow AI Adoption Push IT Leaders to Seek Trusted Advisors

11:52 KnowBe4 Targets Human Error, Microsoft Nudges Windows 11, Amazon Stumbles on Alexa Web

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A recent study supported by Apple reveals that a new artificial intelligence model, known as the wearable behavior model, can flag health conditions with an impressive accuracy of 92%. This model, trained on over 2.5 billion hours of data from wearable devices, outperforms traditional health prediction methods that rely solely on basic biometric measurements. Researchers found that behavioral data, such as movement and sleep patterns, often provide stronger health signals than conventional metrics. The model has shown superior performance in dynamic health prediction tasks, including detecting pregnancy and assessing sleep quality.

In the realm of education, non-profits are leveraging AI to address global inequities. Education Above All, a non-profit organization based in Qatar, has partnered with prestigious institutions like MIT and Harvard to create DigiWise, a free program aimed at improving AI literacy in developing countries. This initiative allows children to combat misinformation and utilize AI tools in the classroom. Their generative AI chatbot, Furby, is currently being used by over 5 million children in India, providing access to project-based learning resources.

However, not all news is positive. A study from the AI benchmarking non-profit, METER, indicates that AI coding tools may actually hinder productivity for experienced developers, increasing task completion time by 19%. Developers had expected these tools to save time, but the reality was a slowdown due to factors such as unrealistic expectations, unfamiliarity with repositories, and the complexity of codebases. This highlights a significant gap between the anticipated benefits of AI tools and their actual performance in real-world scenarios.

Additionally, a report from Cloud Zero reveals that while 91% of companies believe their AI investments are yielding returns, only half can substantiate this with concrete data. AI budgets are projected to increase significantly, yet many organizations struggle with visibility into their AI costs and return on investment. This situation underscores the need for effective cost tracking and governance in AI investments, as many companies risk overspending without clear evidence of ROI. The podcast emphasizes the importance of focusing on AI financial governance to help clients navigate these challenges and ensure sustainable growth in the sector.

Three things to know today

00:00 Wearable AI Achieves 92% Accuracy While Coding Tools Slow Developers by 19%, Reports Find

07:08 Model Wars Heat Up: Open Source Kimi K2 Outperforms GPT-4 While Corporates Cut Chatbot Spend

11:53 MSP Workflow Wars: New Integrations Highlight Critical Role of Orchestration in IT Services

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A recent report by Auvik reveals significant challenges faced by managed service providers (MSPs), highlighting issues such as tool sprawl, burnout among IT professionals, and the increasing reliance on IT generalists. The report indicates that 50% of MSPs use over ten tools to manage client networks, with many professionals experiencing high levels of stress and burnout. The ongoing retirement of baby boomers in the IT sector exacerbates these issues, leading to a demand for specialists who can assist generalists in navigating the complexities of technology. Key areas of interest for IT professionals include cybersecurity planning and cloud computing, as they seek to enhance productivity and user experience.

In addition to the challenges faced by MSPs, two significant cybersecurity incidents have come to light. Kaseya's Network Detective tool was found to have critical vulnerabilities that could expose sensitive data across managed environments. Similarly, a flaw in McDonald's chatbot job application platform compromised the personal information of over 64 million applicants due to weak security measures. These incidents underscore the importance of robust vendor security practices, as clients often hold their MSPs accountable for data breaches, regardless of the source.

The podcast also discusses the ongoing struggle for right-to-repair legislation, which has seen limited enforcement despite public support. A report indicates that many products lack accessible repair materials, and manufacturers continue to resist changes that would facilitate repairs. This situation presents an opportunity for service firms to incorporate repairability into their procurement strategies and asset management services, aligning with client values around sustainability and cost control.

Finally, Sonomi has launched new tools aimed at enhancing business impact analysis and continuity planning for cybersecurity professionals. These tools are designed to help MSPs communicate the business value of cybersecurity to leadership, shifting the perception of security from a cost center to a value driver. The success of these initiatives will depend on MSPs' ability to integrate these features into their service delivery, ultimately positioning them as strategic partners who understand both technology and business needs.

Four things to know today

00:00 Auvik Report Warns MSPs of Tool Sprawl, Talent Drain, and Rising Burnout

04:10 Kaseya and McDonald’s Incidents Reveal Fragile Trust in Vendor Security Practices

07:01 Manufacturers Withhold Parts, Manuals Despite State-Level Repair Rights Legislation

08:40 Cynomi Adds Business Impact and Continuity Planning Tools to Help MSPs Drive Strategic Outcomes

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Bob Burke, Chief Information Security Officer at Beyond Identity, challenges the effectiveness of traditional multi-factor authentication (MFA) in the evolving landscape of cybersecurity. He argues that legacy MFA solutions, which often rely on out-of-band authorization methods like push notifications or one-time passwords, are no longer sufficient against the rising tide of sophisticated cyber threats. With the advent of services like phishing-as-a-service, attackers can easily bypass these outdated security measures, necessitating a shift towards phishing-resistant authentication methods. Burke emphasizes the need for organizations to adopt solutions that not only enhance security but also consider device posture and trustworthiness.

Burke also critiques the current state of FIDO2 and passkeys, acknowledging their potential while highlighting their limitations, particularly in terms of device posture and user experience. He suggests that small to mid-sized businesses (SMBs) should prioritize phishing-resistant solutions that integrate both browser protection and device authentication. Furthermore, he raises concerns about the pricing models of many Software as a Service (SaaS) providers, which often place essential security features behind higher-tier subscriptions, effectively discouraging customers from adopting more secure practices.

The conversation shifts to the endpoint detection and response (EDR) market, where Burke notes that while EDR solutions are still necessary, they are evolving into more comprehensive offerings like extended detection and response (XDR). He points out that many of these solutions are priced for enterprise-level organizations, leaving SMBs and mid-market companies struggling to find affordable options. Burke encourages these organizations to seek out solutions that fit their budget while still providing essential security capabilities.

Finally, Burke shares insights from his experience with the FedRAMP certification process, emphasizing the importance of building internal security competencies and integrating security into product design from the outset. He advocates for a clear internal compliance program, such as NIST, to guide organizations in their security efforts. As the cybersecurity landscape continues to evolve, Burke warns that the tempo and scope of attacks are increasing, driven by advancements in AI, and urges organizations to reassess their security architectures to stay ahead of emerging threats.

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