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

Episode Sponsor: Thread (www.getthread.com)

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Larry Meador, the Channel Chief at Infima, joins the IT Business Podcast to discuss Infima's cybersecurity platform, which offers fully automated security awareness training and phishing simulations tailored for managed service providers (MSPs) and their clients.

Infima's platform is built on behavioral science principles, designed to help users retain information and change their reflexes when encountering potential phishing threats. The platform is optimized for MSPs, with a three-click client onboarding process and automated user synchronization using the Microsoft Graph API, eliminating the need for domain allow listing or manual user management.

Once onboarded, Infima's platform is fully managed, handling user synchronization, reporting, and generating security awareness training policies to satisfy cyber insurance requirements. MSPs can receive aggregate reports on their clients' performance, allowing them to identify and focus on users who may need additional training.

When a user falls for a phishing simulation, Infima provides immediate feedback and a personalized follow-up 24 hours later, reinforcing the teachable moment and helping users learn from their mistakes.

Infima integrates with various MSP tools, including ConnectWise, Autotask Billing, Lifecycle Insights (now part of ScalePad), and Acronis, with more integrations in the works. MSPs praise Infima for the time savings and worry-free experience it provides, eliminating the need for manual configuration and maintenance.

Infima offers a unique value proposition with no contracts, a pay-per-use model, and free NFRs (not for resale) licenses for MSPs to use the platform for their own staff, ensuring they understand the client experience.

Larry emphasizes Infima's commitment to building true partnerships and friendships with MSPs, going beyond a transactional vendor-partner relationship.

Key Takeaways

• Infima's security awareness training is based on behavioral science principles to help users retain information and change reflexes.
• The platform is optimized for MSPs, with three-click client onboarding and automated user synchronization.
• Infima's platform is fully managed, handling reporting, user synchronization, and cyber insurance policy generation.
• Immediate and personalized feedback is provided when users fall for phishing simulations.
• Infima integrates with various MSP tools and has a no-contract, pay-per-use model with free NFRs for MSPs.
• Infima focuses on building true partnerships and friendships with MSPs.

Links from the show

Website: https://infimasec.com/

=== 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.

Episode Sponsor: Thread (www.getthread.com)

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ComplianceAid is an AI-driven, multilingual cybersecurity compliance platform designed to assist MSPs in offering compliance services to their clients. The platform utilizes a team of AI agents that act as virtual auditors, reading and aligning clients' existing documentation with compliance controls and generating context-enriched policies and procedures.

The founders highlight the platform's ability to save time and resources for MSPs by automating the compliance assessment process. Instead of relying on expensive human auditors, ComplianceAid's AI auditors can assess compliance for all clients within a short timeframe, enabling MSPs to offer compliance services at a profitable rate.

ComplianceAid offers flexibility in its service delivery model, allowing MSPs to either use the platform directly or have ComplianceAid handle the entire compliance assessment process. The platform supports various compliance frameworks, including NIST Cybersecurity Framework, HIPAA, and HITRUST, and can integrate with other systems through APIs or copy-paste functionality.

The founders emphasize the platform's agility in adapting to new generative AI technologies and its multimodal capabilities, enabling it to understand and interpret graphs and images within documents.

Key Takeaways: 

• ComplianceAid offers an AI-driven cybersecurity compliance platform for MSPs.
• The platform automates compliance documentation generation and assessment processes.
• It saves time and resources by replacing or augmenting human auditors with AI auditors.
• MSPs can offer compliance services to all clients cost-effectively using ComplianceAid.
• The platform supports various compliance frameworks and can integrate with other systems.

Links from the show

• Website: https://www.thecomplianceaide.com/

=== 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.

Episode Sponsor: Thread (www.getthread.com)

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Aportio Technologies is an IT service management startup that offers an AI-powered email and alert management plugin called Inbox Agent. The plugin is designed to help service desk agents work more efficiently by automating mundane tasks, categorizing requests, prioritizing them, and pre-assigning actions based on predefined rules.

The idea behind Aportio stemmed from Scott Green's experience as the CEO of an MSP, where he witnessed the challenges faced by service desk agents. He realized that by automating repetitive tasks, agents could have more time to focus on providing exceptional customer service, akin to "singing" to customers.

Inbox Agent is unique in several ways:

1. It is specifically designed for Managed Service Providers (MSPs) and integrates with popular Professional Services Automation (PSA) tools.
2. It handles both user emails and system-generated alerts, ensuring a comprehensive solution.
3. Its pre-trained AI model has a high degree of accuracy in categorizing requests out of the box.
4. The AI-based categorization enables the creation of automated actions to solve problems faster and more efficiently.
5. It can handle simple to complex use cases, making it a versatile solution.

Aportio's origins lie in Scott Green's extensive experience in the MSP industry, spanning over 40 years. He recognized the need for innovation and decided to create a solution that addresses the challenges faced by service desk agents.

While Aportio is a relatively new player in the US market, having started in New Zealand and Australia, its proven track record and scalable architecture make it a compelling choice for MSPs seeking to streamline their service desk operations.

Key Takeaways

• Aportio's Inbox Agent automates mundane tasks for service desk agents, freeing up their time for better customer service.
• The AI-powered plugin categorizes requests, prioritizes them, and pre-assigns actions based on predefined rules.
• Inbox Agent is designed specifically for MSPs and integrates with popular PSA tools.
• Aportio's solution is proven, secure, and scalable, with a presence in multiple AWS regions.
• The company's origins stem from the founder's extensive experience in the MSP industry.

Links from the show

Website: https://www.aportio.com/

=== 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.

Jeff provides an update on the progress of integrating ConnectWise products into the ASIO unified platform. The next wave involves bringing the PSA, CPQ, BrightGauge, ITBoost, SIM, and MDR into ASIO, with a target timeline of Q3 or early Q4. This integration will enable a single ticketing system across all products, streamlining operations for partners.

With a unified data layer, ConnectWise can create AI models that span multiple products and services. This allows for cross-product recommendations and insights, leveraging data from CPQ, PSA, RMM, and BrightGauge. Jeff acknowledges the fortuitous timing of their preparations aligning with the recent advancements in generative AI.

Jeff addresses the recently announced Secure360 product and the ability to integrate third-party cloud and security products into ASIO. The vendor integration program ensures secure integrations by conducting security posture checks. Over 15-20 vendors are already integrated, with expectations for rapid growth in the coming months.

Jeff clarifies that the ASIO agent, used for RMM, vulnerability management, and RPA, is also the agent for Secure360, dispelling confusion about needing separate agents. He explains the vendor onboarding process through the vendor program, which involves understanding the vendor's goals, marketing needs, and potential API requirements.

Key Takeaways:

• ConnectWise is integrating its core products into the ASIO unified platform for streamlined operations.
• A unified data layer enables AI models spanning multiple products for cross-product insights.
• Secure360 allows integration of third-party cloud and security products into ASIO.
• The vendor program ensures secure integrations and facilitates vendor onboarding.
• The ASIO agent is a universal agent for various ConnectWise products and services.

=== 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.

Matt Lee, known as the "most ethical hacker," joins the podcast to discuss the latest trends in cybersecurity. He shares insights on passwordless authentication using pass keys and FIDO protocols, which eliminate the risk of stolen passwords. Biometrics are also becoming more prevalent, combining factors like facial recognition, fingerprints, and behavioral patterns for stronger authentication. 

Matt previews some of the sessions he'll be leading at the upcoming Pax8 Beyond event, including a "wrong answers only" panel discussing controversial security topics in a lighthearted way. He emphasizes the importance of raising cybersecurity standards and continuous learning in the industry. 

In the second interview, Bobby Jacobs from Thread provides updates on their service experience platform since winning the PitchIT Accelerator program. They've rebranded their AI as "Magic AI" and released new features like the Planner for dispatchers, with a JIRA-like interface for scheduling tickets. Upcoming integrations include Time Zest for scheduling and Roost. 

Bobby discusses Thread's focus on providing a secure support experience through authenticated chat platforms like Teams and Slack. He also shares insights into the Pitch It Accelerator community and the coaching process for this year's participants.

Key Takeaways: 

• Passwordless authentication and biometrics are the future of cybersecurity
• Continuous learning and raising security standards are crucial in the industry
• Thread's service experience platform is expanding with new features and integrations
• The PitchIT Accelerator fosters a supportive community for startups in the MSP space

Episode Sponsor: Thread (www.getthread.com)

=== 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.

Tim, a combat veteran who has served four tours and spent over five years in war zones, discusses how K9 for Warriors has transformed his life by pairing him with his service dog, Coop. He explains that the organization takes veterans who have become introverted and pairs them with rescued shelter dogs trained to provide companionship and help them reintegrate into society. 

The application process involves getting a recommendation from a counselor or doctor, detailing how a service animal could benefit the veteran's specific needs. K9 for Warriors then carefully matches the veteran with a suitable dog based on their requirements. Tim highlights the unique story of Coop, who was previously paired with another veteran but had to be re-qualified before being matched with Tim. 

Tim emphasizes the extensive training the dogs undergo, including real-world exposure to different environments and situations. He describes the 21-day training camp where veterans are introduced to their service dogs and learn to work together. The transition from being alone to having a loyal companion has been life-changing for Tim, providing emotional support and reducing anxiety. 

Key Takeaways: 

• K9 for Warriors rescues shelter dogs and trains them as service companions for veterans with PTSD, TBI, or MST.
• The application process involves getting a doctor's recommendation and detailing specific needs.
• Service dogs undergo extensive training, including real-world exposure and a 21-day training camp with veterans.
• Service dogs provide companionship, emotional support, and help veterans reintegrate into society.
• The transition from being alone to having a service dog has been life-changing for many veterans.

Links from the show:

Website:  https://k9sforwarriors.org/

=== 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.

Gregg Lalle recently transitioned from leading the international sales teams at ConnectWise to becoming the General Manager of IT Nation. In this role, he aims to make IT Nation more inclusive by welcoming non-ConnectWise partners and vendors to the community. His focus is on growth, business efficiency, leadership development, and promoting health and well-being for managed service providers (MSPs). 

Gregg plans to bring a global perspective to IT Nation, drawing from his experiences working with partners in Europe, Australia, and New Zealand. He wants to create a "community of communities" by collaborating with other industry groups. For upcoming IT Nation events like Connect, Gregg intends to bring in diverse speakers and experiences to excite attendees from various backgrounds. 

Key Takeaways: 

• IT Nation aims to be more inclusive of non-ConnectWise vendors and partners
• Growth, business efficiency, and health/well-being are key focus areas for MSPs
• IT Nation is expanding globally, with strong communities in Europe, Australia, and New Zealand
• Gregg Lalle brings a global perspective from his international sales experience
• Upcoming IT Nation events will feature diverse speakers and experiences

=== 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.

Andre Gilmore leads the IT Nation Evolve peer groups (formerly HTG peer groups acquired by ConnectWise in 2018) aimed at accelerating the growth of MSP partners. The peer groups are unique in their emphasis on both personal and professional development, creating an environment of closeness and trust where members can have honest discussions and "refuse to let each other fail." 

The groups meet quarterly for two-day in-person sessions with ample social activities to build strong relationships. Each member presents their business metrics, goals, successes, and challenges, and the group acts as a "board of directors" providing advice and accountability. A key aspect is that members define their own measures of success, which could be financial goals or personal priorities like more family time. 

The peer group framework includes reviewing four plans (legacy, business, life, leadership) and a member performance dashboard with benchmarking data. While a general agenda guides the meetings, facilitators have discretion to prioritize struggling members and even bring in the group for on-site support if needed. The real cost is the significant time commitment, which motivates members to maximize the value. 

Key Takeaways 

• IT Nation Evolve peer groups focus on personal + professional growth through trusted relationships
• Quarterly 2-day in-person meetings with social activities to build strong bonds
• Members define own success goals and hold each other accountable
• Review business metrics, get peer advice/board of directors perspective
• Facilitators can prioritize struggling members, even bring in on-site support
• Significant time commitment is real cost, driving engagement

Links from the Show

• Website: https://www.connectwise.com/theitnation/evolve/peer-groups

=== 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 kicks off the episode by introducing Peter Kujawa from Service Leadership, a ConnectWise company that benchmarks MSPs and other tech service providers on their financial and operational performance. Peter explains that Service Leadership has been collecting quarterly data from companies worldwide for 19 years to determine best-in-class metrics that drive success . 

He shares how benchmarking was a game-changer for the struggling MSP he was running, instantly revealing areas to improve like product margins. By implementing best practices, Peter turned it into a $17 million business . Uncle Marv is amazed at the level of detail in the benchmarking, with over 80 KPIs compared against the top 25% most profitable peers . 

Peter discusses Service Leadership's annual compensation report, providing salary data on 60 positions to help MSPs attract and retain talent . He also talks about his journey from being a lawyer to the tech world, running businesses in various industries before joining the MSP space during its early "Wild West" days . 

Key Takeaways: 

• Service Leadership benchmarks MSPs worldwide on finances and operations to identify best practices
• Benchmarking revealed areas to improve for Peter's former MSP, transforming it into a $17M business
• The compensation report provides detailed salary data to help MSPs with hiring and retention
• Peter transitioned from law to business, running companies across multiple industries

=== 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.

Hey folks, Uncle Marv here, coming to you live from IT Nation Secure in Orlando, Florida! In this episode, I had the pleasure of chatting with Raffael Marty, or Raffy as he's known, from ConnectWise. Raffy is the Vice President of Cybersecurity and has been with ConnectWise for three years. We dive deep into the world of cybersecurity, especially focusing on the MSP space. Rafi shares his journey from enterprise security to MSPs and highlights the subtle yet significant differences between the two. 

We discuss the importance of seamless product integration and automation in the MSP world. Raffy explains how ConnectWise is helping MSPs not only protect their clients but also grow their businesses through their Partner Program and various marketing initiatives. We also touch on the challenges of automating security responses and the balance between reducing false positives and maintaining effective security measures. 

One of the most exciting parts of our conversation is about the future of cybersecurity, including the role of AI and the emerging threat of deep fakes. Rafi shares some upcoming announcements from ConnectWise, including their new Security 360 capability, which aims to provide a unified dashboard view of security data from both ConnectWise and third-party products. This episode is packed with valuable insights for anyone in the IT and cybersecurity fields. Don't miss it!

Key Takeaways: 

1. Raffael Marty’s Role: Raffael Marty, Vice President of Cybersecurity at ConnectWise, shares his journey from enterprise security to the MSP world.
2. MSP vs. Enterprise Security: Discussion on the differences and similarities between enterprise security and MSP security.
3. Product Integration and Automation: Importance of seamless integration and automation in MSP security products.
4. ConnectWise Partner Program: How ConnectWise supports MSPs in growing their businesses through marketing and co-selling initiatives.
5. Security 360: Introduction of ConnectWise’s new Security 360 capability for a unified security dashboard.
6. AI and Deep Fakes: The impact of AI on cybersecurity and the emerging threat of deep fakes.
7. Future of Cybersecurity: Insights into the evolving landscape of cybersecurity and the importance of staying updated with the latest technologies.

=== 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.