Uncle Marv's IT Business Podcast (Products, stories, and tips for the MSP and IT Professional)

Uncle Marv kicks off the episode by discussing a recent Canalys report highlighting the growth in cybersecurity services and the increasing trend of customers suing their cybersecurity providers. Brad Gross, a seasoned attorney specializing in IT law, offers his expert insights on this developing legal landscape. The discussion covers several notable court cases, including: 

• The CrowdStrike event involving Microsoft
• Delta Airlines' lawsuit against Microsoft
• LanTech LLC being sued by a law firm client
• Barry Dunn's case involving Reliable Networks of Maine
• CDK Global facing lawsuits from automobile dealerships

Brad emphasizes the importance of managing client expectations and clearly defining the scope of services provided. He introduces a "triad" concept for MSPs to protect themselves: 

1. Understanding the services received from upstream providers
2. Clearly communicating the scope of services to customers
3. Clearly allocating responsibilities in service agreements

The conversation touches on the challenges MSPs face in mapping their solutions to various cybersecurity frameworks and the importance of thorough vulnerability management. Brad stresses the need for explicit language in service agreements regarding client responsibilities and the consequences of not following MSP advice. The episode concludes with updates on Brad's professional activities, including his upcoming MSP Terms platform and his involvement with ASCII's "Taste of Success" events.

Links: 

• Canalys Report: https://www.itbusinesspodcast.com/downloads/canalysis-cybersecurity-july-2024/
• Contracts and Document Management: www.mspterms.com
• Bradley Gross: https://bradleygross.com/
• Brad has a book! https://amzn.to/3Z6QFvy

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Marnie Stockman shares her recent experiences, including a leadership training program for military personnel from partner countries. The discussion then moves to recap their previous interview, focusing on core values, leadership philosophy, and customer success. Marnie emphasizes the importance of personal leadership and how it applies to everyone in an organization, not just those in management positions. 

The conversation delves into the challenges faced by MSPs, particularly in marketing their services and defining their role in the business world. Marnie and Uncle Marv discuss the need for standardization and certification in the MSP industry to help clients better understand and trust their services. They also touch on the balance between automation and personal relationships in customer service, highlighting the importance of understanding clients' businesses beyond just technical solutions.

Links:

• Lead It Like Lasso Masterclass: https://www.leaditlikelasso.com/masterclass
  • 20% Off Coupon Code: KICKOFF20
• Lead It Like Lasso Book: https://amzn.to/3MlPFMB
• Florida Man attacks woman with hammer and pours acid on her: https://tinyurl.com/4mp8443x
• Florida Man steals $6,500 piece of art for $50: https://tinyurl.com/3bhbn3j7
• Florida Man arrested boarding plane with bloody head: https://tinyurl.com/4ufb9pjt

Key Takeaways: 

1. Personal leadership is crucial for everyone in an organization, not just management.
2. The MSP industry needs better marketing and standardization to improve client understanding.
3. Balancing automation with personal relationships is key to successful customer service.
4. Continuous learning and adaptation are essential in the ever-changing IT landscape.
5. Core values and company culture play a significant role in business success.

Sponsors: 

• The IT Business Podcast is presented by: NetAlly, Your Trusted Ally in Fast, Reliable Network Testing
• Promotional consideration provided by: SuperOps, Your All-in-One PSA-RMM Solution
• Promotional consideration provided by TruGrid, Experience Effortless Remote Desktop Access

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Dustin Puryear, a former MSP owner, explains how Giant Rocketship was born out of the need to solve SLA problems and reduce "dead time" on tickets. Unlike traditional ticket management systems that rely on dashboards and human intervention, Giant Rocketship uses AI to automatically assign, schedule, and manage tickets, allowing service managers to focus on edge cases and strategic tasks. 

The platform's key features include automatic ticket assignment based on technician availability and expertise, identification of abandoned tickets, and the ability to schedule future actions on tickets. Puryear discusses the company's journey from its inception in late 2022 to its production release in late 2023, highlighting how customer feedback has shaped the product's features. He also shares insights on being an MSP vendor and participating in the ConnectWise PitchIT competition.

Key Takeaways

• Giant Rocketship automates 80% of ticket assignment and scheduling tasks
• The platform identifies abandoned tickets within 30 minutes
• Integration with Autotask, ConnectWise Manage, and Halo PSA
• Future plans include project automation and a channel program for MSPs
• The company aims to help MSPs offer automation solutions to their customers

Show Sponsor

• This episode is sponsored by Thread, Revolutionizing IT Support Through Real-Time Collaboration
• The IT Business Podcast is powered by Netally, maker of innovative and reliable tools for wired and Wi-Fi network testing.
• Check out all of our partners: https://www.itbusinesspodcast.com/sponsors/

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

We dive deep into the world of IT management with Marnie Stockman, an experienced IT professional. Marnie shares invaluable insights on overcoming challenges in the IT industry, emphasizing the importance of communication, leadership, and adaptability in today's rapidly evolving technological landscape.

Marnie Stockman discusses her journey in IT, highlighting the significance of building relationships and understanding business needs. She stresses the importance of aligning IT initiatives with overall business goals and the need for IT professionals to develop strong communication skills. Marnie shares her experiences in managing remote teams, emphasizing the need for clear expectations, regular check-ins, and fostering a sense of connection among team members. 

The conversation delves into the challenges of IT project management, particularly in healthcare settings. Marnie emphasizes the importance of stakeholder management, clear communication, and setting realistic expectations. She also touches on the complexities of data migration projects and the critical role of thorough testing and validation processes. Throughout the interview, Marnie provides practical advice for IT professionals looking to advance their careers and make a significant impact in their organizations.

=== Links

• Lead it Like Lasso Website: https://www.leaditlikelasso.com/
• Lead it Like Lasso: A Leadership Book for Life: https://amzn.to/3Mdkseh
• Lead it Like Lasso Communication Guide: https://www.itbusinesspodcast.com/downloads/lill-comm-guide/

=== Sponsors

• This episode is sponsored by SuperOps, the modem PSA-RMM Software for MSPs and IT Professionals.
• The IT Business Podcast is powered by Netally, maker of innovative and reliable tools for wired and Wi-Fi network testing.
• Check out all of our partners: https://www.itbusinesspodcast.com/sponsors/

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Rob Scott, a legal expert in the IT services industry, shares his insights on the use of AI in contract generation. While acknowledging AI's transformative potential, Scott emphasizes that it should be viewed as a tool to enhance legal services rather than a replacement for lawyers. He highlights the significant gaps between AI-generated contracts and those crafted by experienced attorneys, particularly in areas of legal protection, exclusions, and customer obligations. 

The discussion delves into the risks associated with relying solely on AI-generated contracts, including potential insurance coverage issues and the lack of professional liability protection. Scott advises MSPs to leverage AI for certain aspects of contract creation, such as service descriptions, but stresses the importance of having a lawyer review and finalize legal agreements. The conversation also touches on emerging trends in the insurance industry, where carriers may begin dictating specific contract requirements for coverage.

Key Takeaways: 

1. AI is a powerful tool but should not replace legal expertise in contract creation.
2. AI-generated contracts often lack crucial legal protections and clauses.
3. MSPs should use AI to enhance, not replace, the attorney-client relationship.
4. Lawyers who effectively use AI may have an advantage over those who don't.
5. Insurance carriers may soon require specific contract language for coverage.
6. Best practices include better contracts, appropriate insurance, and auditable controls.
7. AI can be useful for generating service descriptions but not for complex legal provisions.
8. Retaining AI session reports is crucial for copyright protection of AI-assisted work.
9. The legal industry is adapting to incorporate AI tools while maintaining ethical standards.
10. MSPs should prioritize legal review of contracts to ensure proper protection and compliance.

=== Links

• Monjur Legal Services: https://monjur.com/
• Techcon Unplugged: https://techconunplugged.com/
  • Need a discount code? Use MSP75 for $75 bucks off.
• Florida Man Jailed for Impersonating Pizzeria: https://tinyurl.com/ykkf6nb6

=== Sponsors and Partners

• The IT Business Podcast is powered by Netally
• SuperOps: https://www.itbusinesspodcast.com/SuperOps
• TruGrid: https://www.itbusinesspodcast.com/TruGrid
• Check out all of our partners: https://www.itbusinesspodcast.com/sponsors/

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Marnie Stockman's journey from high school math teacher to CEO of Lifecycle Insights is a testament to her adaptability and problem-solving skills. She explains how her experience in education led her to customer success in the ed-tech world, eventually culminating in the creation of Lifecycle Insights, a company focused on improving quarterly business reviews (QBRs) for MSPs. 

The conversation shifts to the importance of customer success in the MSP industry. Marnie emphasizes the need for MSPs to move beyond technical jargon and focus on strategic, business-oriented discussions with clients. She highlights the evolution of QBRs and how they should be integrated into the sales process to demonstrate value and align with clients' business objectives. 

The latter part of the interview focuses on leadership, core values, and Marnie's current projects. She discusses her book "Lead It Like Lasso" and her podcast "The Lens of Leadership," which draws leadership lessons from the TV show Ted Lasso. Marnie provides insights on identifying and implementing core values in business, offering practical tips for MSPs to align their personal and company values.

=== Links

• Lead it Like Lasso Website: https://www.leaditlikelasso.com/
• Lead it Like Lasso: A Leadership Book for Life: https://amzn.to/3Mdkseh

=== Sponsors

• This episode is sponsored by SuperOps, the modem PSA-RMM Software for MSPs and IT Professionals.
• The IT Business Podcast is powered by Netally, maker of innovative and reliable tools for wired and Wi-Fi network testing.
• Check out all of our partners: https://www.itbusinesspodcast.com/sponsors/

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Steve Copeland introduces Rythmz as a carrier-agnostic solution that combines up to seven SIM cards to create a bonded aggregate network. This approach offers both increased bandwidth and redundancy, making it suitable for various applications including disaster recovery, business continuity, and event support. The technology acts as an SD-WAN for 5G and startups, providing a versatile internet solution. 

Copeland discusses the evolution of Rythmz from an event-focused solution to a comprehensive internet replacement option for businesses. He highlights use cases ranging from cybersecurity incident response to supporting food trucks with reliable POS connectivity. The conversation also covers the technical aspects, including performance capabilities, ease of setup, and compatibility with existing network infrastructure. Copeland emphasizes the partner-focused business model and the company's commitment to education and proof-of-concept trials for potential clients.

Key Takeaways: 

• Rythmz offers "internet in a box" using multiple SIM cards for increased bandwidth and redundancy
• The solution can replace traditional internet connections in many business scenarios
• Rythmz works on a partner-only model, targeting MSPs and IT service providers
• The technology is easily deployable and configurable for various network setups
• Rythmz is developing AI-driven historic and predictive outage mapping for targeted marketing
• The company offers proof-of-concept trials to demonstrate the technology's effectiveness

Episode Sponsor:

• Thread: http://itbusinesspodcast.com/thread

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Danny Jenkins provides insights into ThreatLocker's zero-trust framework and how it helps businesses implement the principle of least privilege. He explains the company's unified bundle, which combines allow listing, network controls, threat detection, and managed response services. Jenkins emphasizes the importance of shifting the security paradigm from default allow to default deny and educating the market about robust cybersecurity practices. 

The conversation covers the challenges MSPs face in implementing and selling security solutions to clients. Jenkins stresses the need for clear communication, quick response times, and thorough documentation when dealing with security measures. He also discusses ThreatLocker's recent activities, including their presence at Black Hat in Las Vegas and their upcoming Zero Trust World event in Orlando. 

Key Takeaways:

• Zero-trust security is about granting the least amount of privilege necessary for a task
• ThreatLocker offers a unified bundle combining allow-listing, EDR, MDR, and other security features
• Zero Trust World is an annual cybersecurity event focused on hands-on learning and industry insights
• MSPs need to evolve from IT support to proactive security management
• The cybersecurity industry needs to catch up with cybercriminals, who are currently about two years ahead
• AI-powered threats are increasing, creating new challenges for cybersecurity professionals
• Clear communication with clients about security measures is crucial for MSPs

Zero Trust World 2025:  FEB 19 - 21, 2025 at Caribe Royale, Orlando, Florida 

• Register here: https://zerotrustworld.threatlocker.com/
• Use discount code ZTWMBSYSTEMS25 for $200 off registration

Episode Sponsor: 

• SuperOps: https://itbusinesspodcast.com/superops

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

Uncle Marv introduces TechCon Unplugged, an annual conference for IT business owners and managed service providers, scheduled for September 12-14 in Hanover, Maryland. The conference, now in its fifth year, originated from a desire to create a more inclusive and supportive environment for smaller IT professionals. 

** Need a discount code for Techcon Unplugged? Use MSP75 for $75 bucks off.

Joe Knezovich and Kyle Kenyon share their experiences attending TechCon Unplugged. They highlight the conference's intimate setting, which allows for more meaningful interactions with vendors and fellow attendees. Both emphasize the value of networking opportunities and the practical knowledge gained from presentations and informal discussions. 

The hosts discuss how TechCon Unplugged differs from larger industry conferences. They note that the event is more affordable, offers better access to vendors, and provides content specifically tailored to the needs of smaller IT businesses and MSPs. The conference's community-driven approach is praised, with attendees often contributing valuable insights and expertise. 

The conversation touches on the role of vendors at TechCon Unplugged. Unlike larger conferences, vendors at this event are described as less pushy and more focused on providing genuine assistance. The hosts share personal anecdotes of how vendor interactions at the conference led to beneficial business changes long after the event. 

Uncle Marv emphasizes the importance of time-saving strategies in IT businesses, sharing his own experiences with streamlining operations. The hosts also discuss the value of standardization and leveraging manufacturer support to improve efficiency. 

The episode concludes with a strong recommendation for IT professionals to attend TechCon Unplugged, highlighting its potential for business growth, networking, and learning.

** Need a discount code for Techcon Unplugged? Use MSP75 for $75 bucks off.

=== Sponsors:

• SuperOps
• TruGrid

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.

In this episode of the IT Business Podcast, host Uncle Marv sits down with Damien Stevens, founder and CEO of Servosity, to discuss the challenges and opportunities in the managed service provider (MSP) industry. Damien shares insights from his MSP Mindset podcast, which features interviews with successful entrepreneurs, authors, and coaches. 

The conversation covers the importance of transitioning from a technical expert to a business-focused mindset. Damien emphasizes the need for MSPs to adapt to changing business relationships and understand diverse vendors. He shares his personal experience of rapid team growth and the challenges he faced with inadequate backup processes, which led to the creation of Servosity. 

Damien and Marv discuss the evolution of backup and disaster recovery solutions, highlighting the increasing complexity of cyber threats and compliance frameworks. They explore the potential of artificial intelligence in IT services, emphasizing the importance of using AI to enhance customer experience rather than replacing human roles. 

The podcast also delves into the impact of technology on client expectations and business operations. Damien shares his vision for creating a community around his podcast content, similar to a Bible study group, where members can have meaningful discussions and support each other.

Key Takeaways: 

1. Transitioning from a technical expert to a business-focused mindset is crucial for MSP success.
2. Testing backups regularly is essential for ensuring data recovery.
3. AI should be used to enhance customer experience, not replace human roles.
4. Creating a community around podcast content can foster meaningful discussions and support.
5. Adapting to changing client expectations due to technological advancements is important.

Sponsors:

• This episode is brought to you by SuperOps
• Additional support provided by TruGrid

=== Connect with Uncle Marv

🌐 Website: https://www.itbusinesspodcast.com/
🎙 Host: Marvin Bee
🛒 Uncle Marv’s Amazon Store (gear & tools I recommend): https://amzn.to/3EiyKoZ
☕ Support the show: https://ko-fi.com/itbusinesspodcast

If you found value in this episode, share it with another MSP, IT provider, or tech entrepreneur. Your support helps keep practical, no-nonsense IT business conversations coming every week.