Podcasts about connectwise

A central structural shift discussed is the acceleration of security risk and remediation cycles driven by AI-powered tooling available to both attackers and defenders. The episode highlights that the difference between offensive and defensive capabilities now depends less on underlying technology and more on access controls and permission settings, as demonstrated by offerings and incidents involving Anthropic, OpenAI, Cloudflare, and tool vulnerabilities in products from Connectwise and Enable.Primary evidence of this shift includes the use of advanced AI models and agent frameworks, which have enabled attackers to compress the timeline for successful ransomware intrusions to under 10 hours, according to Unit 42 and The Register. On the defense side, Cloudflare and OpenAI announced an early access service leveraging Daybreak models (including GPT 5.6 Cyber) for vulnerability detection and suggested patching, subject to human review. Meanwhile, Microsoft implemented a policy throttling unpatched Exchange servers until remediation occurs, rather than relying on voluntary patching, marking a move towards enforced maintenance in vendor ecosystems.Supporting developments underline the blurred line between offense and defense: Anthropic's simultaneous release of two AI models (Claude Fable 5.1 and Claude Mythos 5.1) with identical capabilities but different access restrictions based on user vetting, and OpenAI's promotion of its GPT-6 Astra model's security testing performance, while applying safeguard layers to limit exploit generation. Reports from Hack the Box and Red Sift, citing increased enterprise adoption of AI for both security assessment and attack surface discovery, reinforce that automation now exposes vulnerabilities faster than traditional remediation processes can keep pace.The operational implication for MSPs and IT service providers is that speed of decision-making—particularly client approval for emergency remediation—has become a critical risk control point. The analysis underscores that technical controls and cyber insurance arrangements are frequently untrusted or unused, leaving actual exposure governed by change management logistics. Providers are advised to formalize rapid approval clauses and escalation contacts in contracts, shifting from hypothetical scenarios to incorporating real vendor disclosures as triggers. This adjustment is positioned as a necessary response to a landscape in which exploits and mitigations move at comparable velocity, and traditional maintenance rhythms no longer align with risk movement.00:00 The Intruder Left A Report 04:17 Same Model, Different Door06:44 Configured, Never Turned On09:47 Why Do We Care?Supported by: Proofpoint Guardz

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The central structural shift discussed is the repricing and erosion of the MSP business model as artificial intelligence (AI) and automation impact service delivery, pricing models, and margin structures. Analysis referenced recent polling and reporting, including the Omnia poll of 22,000 MSP partners and Service Leadership's financial benchmarking. The integration of AI is reducing direct labor requirements and shifting traditional cost structures—posing both short-term increases in service margins for top-tier MSPs and complex, longer-term risks to the per-user pricing paradigm. Vendors, such as ConnectWise and RapidScale, are central to these developments, as their platforms, pricing models, and reporting mechanisms increasingly determine downstream MSP economics. Supporting evidence from Service Leadership's recent profitability report shows top quartile MSPs achieved a service multiple of wages (SMW) of 3.01—a level reached previously only during periods of wage collapse. The report also highlights that this margin growth is isolated: while the best-in-class are realizing sharply higher service margins, the median and bottom quartile remain flat. Reporting and analysis attributed this phenomenon to the earliest and most effective adopters of automation, particularly service desk automation aligned with AI, according to theories discussed with Service Leadership and ConnectWise representatives. However, there is a notable lack of definitive causation, as Service Leadership states the link between AI adoption and observed margin increases remains a working theory pending further data. Additional developments reinforce the risk environment. Nearly 43% of surveyed MSPs are actively considering alternatives to per-user pricing, with another 17% acknowledging a need to change their pricing but lacking a defined direction. Industry analysis notes that consumption-based models—such as token-based or outcome-based pricing—present challenges, including unpredictable vendor cost structures and difficulties in measuring actual results achieved. Meanwhile, the risk of vendor-driven reenactment of break-fix economics and cost volatility increases, with some vendors already raising prices significantly to offset their own AI-related costs, pointing toward future margin compression downstream. For MSPs and IT service providers, the operational implications are immediate and material. Providers face growing exposure to pricing and margin risk, especially as clients begin to recognize and challenge efficiency gains achieved by automation. Structurally, there is rising accountability for justifying service costs and delivering new forms of value outside commoditized support. Continued reliance on legacy pricing models without adaptation to AI-driven changes increases the risk of eroded margins or adverse contract negotiations. The most resilient operators will need to stabilize internal cost structures, reconsider client contracts, monitor vendor behavior closely, and prepare for increased customer scrutiny on both cost and deliverables. Supported by: GuardzScalePad

Today’s headline news for Canadian IT solution providers: ePlus acquires Daymark Solutions: The solution provider bought the Boston-area Microsoft cloud partner for roughly $36 million, adding Azure, Microsoft 365, and security capabilities. Daymark ranked No. 41 on CRN’s 2026 Solution Provider 500. ePlus says the deal is the latest in a string of about 30 acquisitions and significantly expands its Northeast footprint. Cohesity expands Aspire Global Partner Program: The data security vendor has added new partner specializations in AI data security, cloud services, and backup and recovery, along with broader rebates and simplified training. Cohesity says the updated program, which took effect Aug. 1, 2026, rewards partner teaming and services expertise. Exclaimer launches MSP Connect for managed service providers: The new global program offers consumption-based billing, self-service provisioning, NFR licensing, and PSA integrations with ConnectWise, HaloPSA, and Kaseya BMS. Exclaimer says the program is designed to remove billing and management friction for MSPs selling email signature management as a compliance and brand-consistency layer. In Brief: IBM Consulting deploys thousands of AI agents: IBM says it has rolled out thousands of AI agents across enterprise security projects, productizing agentic AI for cybersecurity use cases. CrowdStrike warns frontier AI demands “greatest mobilization” ever: Chief business officer Daniel Bernard told CRN that AI-accelerated threats require what he calls cybersecurity’s greatest mobilization, outlining how the company is positioning partners to defend against frontier AI risks. CRN publishes 2026 Fast Growth 150: The annual list ranks solution providers by two-year growth rate. Caylent, EchoStor, and Park Place Technologies are among the top 25 fastest-growing companies. ChannelPro names Top 20 MSPs for 2026: The annual list highlights what the publication calls “bold, relentlessly innovative leaders” in the managed services space. Kaseya embeds agentic AI into MSP service delivery: The IT management platform vendor is bringing autonomous AI agents into its core MSP tools, according to an Aug. 24 report. Read Full Transcript Welcome to The Buzz from ChannelBuzz.ca, I’m Robert Dutt, today is Wednesday, August 26, and here’s what’s happening in the channel today. Solution provider ePlus has acquired the assets of fellow solution provider Daymark Solutions. According to CRN, ePlus announced the deal on Monday, paying roughly $36 million for the Boston-area Microsoft cloud partner. Daymark ranked No. 41 on CRN’s 2026 Solution Provider 500 and brings advanced Microsoft Azure, Microsoft 365, and security capabilities to ePlus. The acquisition is the latest in a string of about 30 deals ePlus has done, and it significantly expands the company’s footprint in the Northeast while deepening its Microsoft cloud services portfolio. For Canadian solution providers watching the M&A market, this deal is worth noting because it shows how midmarket Microsoft cloud practices are becoming acquisition targets as larger VARs look to build density in specific geographies. ePlus said in a statement that Daymark’s team and customer base will be integrated into its existing operations. Data security and management vendor Cohesity has expanded its Aspire Global Partner Program with new specializations, broader rebates, and simplified training requirements. The Aug. 25 announcement adds partner specializations around AI data security, cloud services, and backup and recovery, along with expanded profitability through increased rebates and deal registration protection. Cohesity says the updated program took effect on Aug. 1, 2026, and is designed to reward partner teaming, services expertise, and what the company calls “customer obsession.” The program is global, so Canadian partners are eligible for the new specializations immediately. The rebate expansion is the piece to watch here: Cohesity is moving toward outcome-based incentives that favor partners who wrap services around the platform rather than pure transactional resellers, which mirrors a broader trend across infrastructure vendors. Email signature management vendor Exclaimer has launched a dedicated partner program for MSPs called MSP Connect. The Aug. 19 announcement includes consumption-based billing, self-service provisioning, and direct integrations with ConnectWise, HaloPSA, and Kaseya BMS. Exclaimer is also offering NFR licensing so MSPs can run the platform internally before pitching it to clients. The program is global, so Canadian MSPs are eligible from day one. The pitch here is that email signatures have become a bigger compliance and brand-consistency issue as phishing attacks get more sophisticated, and MSPs can fold Exclaimer into their security and productivity stacks without adding billing complexity. According to Exclaimer, the PSA integrations mean invoice line items and tenant management should live inside tools MSPs are already using. IBM Consulting says it has deployed thousands of AI agents across security projects for enterprise clients. CRN reported the initiative on Aug. 25 as part of Big Blue’s broader push to productize agentic AI for cybersecurity use cases. CrowdStrike chief business officer Daniel Bernard says frontier AI demands what he calls cybersecurity’s “greatest mobilization” ever. In an Aug. 25 interview with CRN, Bernard outlined how the company is positioning partners to defend against AI-accelerated threats. CRN has published its 2026 Fast Growth 150 list, with the top 25 solution providers ranked by two-year growth rate. Caylent, EchoStor, and Park Place Technologies are among the fastest-growing companies. The ChannelPro Network has unveiled its Top 20 MSPs for 2026, an annual recognition of providers the publication calls “bold, relentlessly innovative leaders.” Kaseya is bringing agentic AI deeper into MSP service delivery. ChannelE2E reported on Aug. 24 that the IT management platform vendor is embedding autonomous AI agents into its core MSP tools. Full details and links in the show notes or the blog post. Later today on In The Channel, Red Hat vice president of the global partner ecosystem Kevin Kennedy sits down with me to talk about how the partner business has shifted away from swim lanes, where the VMware modernization opportunity stands for Canadian partners, and what data sovereignty actually means in practice. And if you haven’t heard it yet, yesterday on In The Channel, Cisco Canada president Raj Juneja walked me through the company’s new Sovereign Critical Infrastructure portfolio and what trust-based licensing looks like for partners selling air-gapped infrastructure to Canadian public sector clients. That’s how we’re seeing the headlines today. I’m Robert Dutt for ChannelBuzz.ca, thanks for listening. Have a great day.

Halo PSA has launched a customizable artificial intelligence capability and announced a price reduction for its product, separating its approach from other PSA vendors. According to Amy Babinchak, Halo's model allows users to build their own AI agents for a range of business processes, including quarterly reporting and project management, without charging additional fees. The company indicates that future price reductions may occur as user adoption milestones are met. This development is especially notable in an environment where other providers are raising prices while limiting flexibility. Halo's differentiation is further underscored by its openness and a lack of legacy constraints. James Kernan states that Halo is experiencing rapid market share growth, currently behind established players such as Kaseya and ConnectWise. The transcript notes customer concerns regarding restrictive contracts and limited support from these larger incumbents. In contrast, Halo's policy of integrated AI features without additional fees, as well as its responsive approach to MSP feedback, positions it as a vendor that some perceive as more adaptable to industry needs. Additional discussion addresses emerging risks related to MCP servers, which now facilitate the integration of client data across multiple platforms. Amy Babinchak raises liability concerns, noting that bringing client data into MSP-controlled systems may expand organizational exposure if security or compliance failures occur. The episode also reviews a backup vendor failure, in which an MSP was notified that Microsoft 365 backups were irretrievable due to a catastrophic vendor system failure. Both speakers underscore the severity of this scenario and recommend that MSPs seek written assurances from their backup vendors regarding data replication and recoverability practices. For MSPs and IT service providers, these developments highlight several operational considerations. The integration of customizable AI tools and falling PSA pricing offer new opportunities, but also present due diligence and alignment challenges. Expanded MCP server capabilities and recent backup vendor failures illustrate the necessity of strict data governance, contractual clarity, and continuous risk assessment. Technology leaders are advised to verify vendor practices surrounding security, data ownership, and incident response to mitigate both business and client risk.TITLE: How to Create People-Led Learning Culture? MSP Question of the Week: Create a safe space, encourage questions, use group training, and teach without doing the work for people. Halo introduces AI and lowers prices: Halo launches AI Studio for AI agents and plans to keep lowering prices. Could this spark an AI pricing war? https://www.crn.com/events/2026/halo-launches-ai-studio-mcp-push-to-help-msps-automate-service-delivery MCP: Friend or Foe? MCP gives AI access to MSP systems, but creates new security, data, and liability concerns. AI Shared Responsibility is now an MSP problem: MSPs need AI governance, approved tools, access controls, data policies, training, and incident reviews.https://petri.com/ai-shared-responsibility-is-now-an-msp-problem/ Tales from the Field: A backup failure raises a critical question: who is responsible when protected Microsoft 365 data cannot be recovered?https://www.reddit.com/r/msp/comments/1vm9dcs/heads_up_cove_backup_isnt_backed_up/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

The episode details a structural shift within the managed services market toward increased operational automation and integration, framed by vendor-led consolidation of core service platforms with embedded AI-driven workflows. ConnectWise has combined previously separate systems—PSA, RMM, ScreenConnect, and others—into a unified platform powered by agent-based automation ("agentic AI") under the "Predictive IT" model. The associated risk for service providers is growing reliance on consolidated vendor ecosystems for both service delivery operations and automation capabilities, blurring the distinction between core service expertise and contextual tooling. A consequential data point highlighted is from Service Leadership benchmarking, which shows sustained 19% EBITDA over six years for MSPs, with the most profitable—in what ConnectWise identifies as "best-in-class"—gaining advantage through higher investment in automation and agent-driven workflows. According to ConnectWise, production test data show that deploying agentic automations has produced a 30–60% reduction in tickets requiring direct human involvement, along with 45% reductions in handling times and claimed margin improvements of 5–12 percentage points. Importantly, labor cost pressures and technician burnout persist, positioning automation as a response to both expense management and workforce availability challenges. Supporting developments clarify that best-in-class or larger MSPs often experiment with building their own automation tools, but many report variable outcomes, including cases where internally built solutions fail to deliver anticipated efficiency or escalate costs—a result ConnectWise attributes to confusion over what constitutes "core" versus "contextual" investment. ConnectWise now positions its integrated approach as a way for smaller and mid-size MSPs to access operational automation without standing up custom software projects or incurring the risks and overhead of internal development. The episode also surfaces channel-wide conversation about the tension between per-user, per-workflow, and consumption-based pricing, highlighting the risk of variable costs being introduced into previously fixed-fee MSP engagement models. For service providers, the practical implications are increased dependency on platform vendors for operational tooling, with a shift away from internally built processes toward outsourced automation and dashboard-driven performance tracking. This creates new pricing models—metered by user, workflow, or consumption—which can introduce variability and contract risk when compared against flat-fee client agreements. Providers need to monitor the alignment between vendor billing structures and their own client contracts, assess the operational impact of vendor stack consolidation, and maintain transparency around efficiency gains versus workload transfers. Oversight mechanisms must be updated to account for reliance on agent-run workflows and to mitigate associated accountability and governance risks. Supported by: WebPros (CometBackUp)Pax8

What if the future of IT isn't about responding faster—but about knowing what's going to happen before it happens? David Raissipour, Chief Product & Technology Officer at ConnectWise joins us for a forward-looking conversation about how AI, agentic automation, and predictive intelligence are reshaping the managed services industry. David shares his perspective on the MSP inflection point, why traditional models of simply adding people, tools, and processes are reaching their limits, and how AI agents can help smaller MSPs compete on a more level playing field with larger organizations.    The conversation explores the evolution from reactive IT to predictive IT, where intelligent systems can identify issues, reason through problems, and execute tasks before they become customer-impacting events. David also emphasizes that this transformation is not an “anti-people” approach—it's a pro-success approach, giving technology professionals the opportunity to move beyond repetitive tasks and contribute at a higher, more strategic level. From the accelerating adoption of AI and dramatically changing response times to the importance of deciding when to buy versus build, David offers practical leadership insights for navigating this next chapter of technology. Plus, we look ahead to ConnectWise's exciting second half of the year and invite MSP and IT leaders to join the ConnectWise AI Agentic Roadshow and Executive Forum Series for conversations around AI, operational scale, and organizational performance. Follow David on LinkedIn and visit connectwise.com/executive-forum-series to participate in a city near you.  Timestamps: Inflection Point 9:20    AI Strategy 18:43 Launched Platform 27:19 Roadshow Series 37:44

The central structural shift addressed is the fracture of the longstanding per-user, per-month MSP pricing model due to AI-enabled consumption-based (tokenized) billing, which introduces variable costs previously absent from MSP contracts. This shift is being reinforced by vendor strategies from firms such as Microsoft, Atera, ConnectWise, N-able, and Pax8, each proposing different mechanisms for channel partners to integrate and manage AI costs and capabilities. Recent research from Omnia, highlighted by Jessica Davis, underscores the pace and fragmentation of this evolution, creating new exposure for MSPs to vendor-driven pricing and value capture. Data from an Omnia poll of 255 MSPs found 40% are maintaining traditional per-user pricing, while 60% are reevaluating or transitioning toward hybrid, outcome-based, or true consumption models. Business of Tech research shows that two-thirds of MSPs have not referenced AI at all in their customer-facing positioning, and those that do overwhelmingly reference Microsoft as their AI provider. According to Jessica Davis, much of the 40% maintaining legacy pricing may not be doing so out of clear strategy or discipline, but because they have yet to encounter the practical or financial impacts of AI usage patterns. Secondary developments discussed include vendor-driven channel consolidation in the form of proprietary control planes: Kaseya, ConnectWise, N-able, and Pax8 are all positioning their platforms as the central operational layer for AI services, but with divergent models—ranging from bundled internal use to open orchestration. Dave Sobel and Jessica Davis note that this fragmentation and experimentation by vendors creates substantial complexity for MSPs, who face real risk of shifting from managed service models to a lower-margin reseller role, particularly as vendors seek to capture value through consumption pricing. Additionally, the rapid pace of AI tool development is enabling some MSPs, particularly advanced or less-regulated firms, to bypass vendors and build custom integrations or internal automations. For operators, the practical implications are increased operational risk and pricing uncertainty, coupled with the challenge of balancing internal efficiency gains against eventual client demand for AI-driven services. Vendor dependency is deepening as MSPs must choose whether to commit to a control plane and cede elements of value and data custody, or attempt to differentiate through custom service layers. The most immediate risk is margin compression from ill-managed or misaligned pricing models—a threat compounded if MSPs fail to map their AI cost and value flows. According to Jessica Davis, MSPs who closely monitor their actual AI-related costs and value delivered, rather than reacting prematurely or simply holding the line, will be better positioned to adapt to ongoing changes in both technology and vendor strategy.   Supported by: Pax8Guardz

The core structural shift identified is budget reallocation within technology spending, as funds are redirected from legacy software, hardware refreshes, and higher-cost labor toward AI infrastructure, automation, and junior-level hiring. This resource substitution is not additive but redistributive, with spending on AI solutions and related tools coming directly from reductions in traditional IT line items. IBM's $70 billion market valuation loss and delays in large deals signal that even established vendors are affected by this reallocation, with money leaving areas they once dominated. The primary evidence is IBM's issuance of its first profit warning since the early 2000s, attributed to missed large contracts and delayed deals, which triggered a 25% drop in share value, equating to $70 billion in market cap loss. According to Dave Sobel citing Semafor, this reduction was not due to an overall decrease in technology budgets but resulted from enterprise customers reallocating funds toward hardware and AI-related infrastructure. Omnia reported a 3.6% decline in global PC shipments during the second quarter, which was also attributed to rising hardware component costs driven by AI buildouts, causing delays and cancellations in endpoint refresh cycles. Supporting developments include Ramp and Revelio Labs research showing that organizations intensively adopting AI increased headcount by 10% and entry-level hiring by 12% over two years, while CompTIA found IT unemployment fell below 3% even as tech firms cut staff. Futurism cited further labor market reshuffling, with older workers in AI-exposed roles exiting the workforce and younger, cheaper hires being amplified by automation. ConnectWise's rollout of an AI-native platform and KPMG's survey highlighting the importance of leadership accountability in AI projects reinforce that resource allocation is shifting to tools and personnel accountable for AI operation and outcomes. Operationally, this reallocation puts pricing pressure on providers focused on legacy revenue lines such as per-seat licenses, break-fix, and hardware refresh, as these budget categories are shrinking. Evidence from Service Leadership's profitability report shows providers who adopted service desk automation earlier are now earning more per wage dollar, compounding their advantage. The practical implication for MSPs and IT service providers is to identify which client budget categories are “filling” and adjust offerings toward data readiness, AI deployment, and managed accountability, rather than defending legacy categories now facing structural decline. Failure to adapt exposes firms to revenue erosion and intensifies competitive risk from providers aligned with relocated client spend.   00:00 Watch the Money Move  04:37 AI Spend Is Funded by Substitution  07:19 Your Revenue Mix Is the Bet 10:24 Why Do We Care?  Supported by:  Guardz ScalePad 

The episode highlights a shift from technology selection to operational risk management in the AI landscape for MSPs. Service providers are being forced to navigate the fast-changing interplay between AI models, the harness software that mediates their deployment, and the financial realities of consumption-based billing. The rapid proliferation of open-source and open-weight AI models, alongside market behaviors from closed vendors and regulatory interventions, is introducing volatility and uncertainty in both cost structures and client offerings. This dynamic creates structural challenges related to margin maintenance, vendor dependency, and responsibility for AI-driven decisions. The discussion cites the release of GLM 5.2, an open-weight model from Z AI, which now rivals expensive closed models on key benchmarks at a fraction of the cost. At the same time, large-scale investments by commercial AI vendors have yet to deliver returns on expectations, with reports indicating businesses that adopted AI are not seeing projected value. Specific attention is given to operational constraints such as compute scarcity, token consumption variability, and export policy restrictions impacting AI availability. The episode notes that these pressures are driving both vendors and MSPs to reconsider the viability of reliance on expensive, closed offerings versus investigating open alternatives. Supportive examples include the proliferation of AI “harnesses” (middleware layers like Perplexity, Claude Code, and Cowork) that sit between service providers and underlying AI models, increasing both choice and complexity. Token billing models are highlighted as a source of unpredictability for MSPs, with vendors like Atera and ConnectWise experimenting with different abstractions to shield or pass through token risk to service providers. The potential for on-premises AI deployments using smaller language models is discussed as a cost-mitigation strategy, though this raises further questions about data privacy, infrastructure burden, and long-term vendor roles. Additionally, uncertainty is flagged around sustainability of leading vendors, with projections that at least one major AI player may exit or be acquired within a year due to financial vulnerability. For MSPs and IT service leaders, these structural and supporting developments translate into increased operational and financial complexity. There is a pressing need to evaluate not just which AI technologies to adopt, but how to architect solutions that can withstand rapid vendor movement, cost swings, and evolving regulatory requirements. Practical safeguards include testing open-source AI models alongside commercial offerings, exercising caution in vendor selection, and closely monitoring evolving consumption billing models. Preparing staff and clients for adaptive, process-oriented approaches—rather than fixed solutions—is positioned as a necessary step to maintain resilience as the AI adoption cycle continues to correct course. Supported by:Pax8CometBackupGuardz

Send us Fan MailAdam Slutskin, Co-Founder and Co-Owner of CyberFox, detailed his company's evolution from an executive team of ConnectWise alumni to a security powerhouse serving roughly 4,000 MSPs. Following previous foundational integrations of Password Boss and AutoElevate, CyberFox closed the acquisition of Timus, a strategic move that introduces Secure Access Service Edge (SASE) and secure-access capabilities to its product lineup. CyberFox's overarching product framework centers on building an interoperable, layered security “onion” composed of complementary, set-and-forget defenses designed to deliver immediate ROI and absolute price stability.Adam also analyzed the changing economics of the core global MSP population, currently estimated at 80,000 to 100,000 firms. As the market matures, MSPs are shifting from single-vendor suites to multi-vendor environments while navigating structural milestones. To maintain healthy profitability and satisfy insurance or compliance demands, providers must target an average revenue generation of approximately $300 per end-user by layering on MSSP-grade capabilities and formal compliance attestations. Looking ahead, this economic pressure is further compounded by AI, which represents both an escalating threat vector and an essential defensive weapon. While widespread uncertainty remains regarding how to best monetize AI services within the channel, CyberFox is positioning its unified stack to defend against machine-speed attackers while shielding MSPs from the engineering complexities of building in-house AI infrastructure.

Send us Fan MailAt MSP GeekCon, Joey Pinz sits down with Monica Ozaruk for a fascinating conversation about systems thinking, operational excellence, creativity, habits, and what really keeps MSP owners awake at night. Monica shares how her background in acting unexpectedly shaped her communication style and how her obsession with process optimization led her into the MSP world through ConnectWise consulting.From quote-to-cash workflows to habit stacking, Monica explains why successful MSPs need more than tools — they need clarity, consistency, and systems that actually work. She breaks down how many MSPs unintentionally create operational chaos and why “run state” — a calm, scalable business environment — should be the real goal.The conversation also dives into personal growth, mindset shifts, creativity returning later in life, wellness routines, and how habits create long-term success both personally and professionally.If you're an MSP owner, entrepreneur, operations leader, or someone trying to create more focus and structure in life, this episode delivers practical insights with real-world honesty.

The dominant structural mechanism explored in this episode centers on governance gaps in access management and the resulting liability transfer to MSPs. The discussion highlights how fragmented identity stacks, unmanaged access, and reliance on manual tracking expose MSPs to growing contractual, operational, and legal risk. Companies and technologies referenced include Microsoft 365, Google Workspace, Okta, ConnectWise, and specific access governance solutions targeting the channel. The ConnectWise 2026 Threat Report identifies credential abuse as a core attack vector, underscoring how unaddressed authorization and access drift remain a structural exposure area. The episode cites multiple indicators and supporting data. According to the ConnectWise 2026 Threat Report, credential abuse is now the primary attack vector, with attackers commonly exploiting active and orphaned accounts left unmanaged in client environments. Fragmented identity stacks complicate the onboarding and offboarding process, with onboarding often requiring 45 minutes per client as technicians navigate numerous access portals. The prevalence of shadow IT, orphaned accounts, and missed deprovisioning windows was discussed as persistent drivers of both operational overhead and increased incident risk. Supporting developments include community-documented scenarios where multi-factor authentication (MFA) was present but insufficient to prevent breaches, particularly when privilege escalation or temporary exclusions remain unaddressed. Examples such as the Reddit phishing event and Microsoft's handling of MFA via VOIP demonstrate how authentication is distinct from governance, and that temporary access or exceptions frequently become permanent, heightening exposure. Regulatory environments—including healthcare, finance, and government—were cited as adding further requirements for explicit governance controls and auditable access policies, while manual spreadsheet tracking often fails to meet these demands. The operational implications for MSPs include the need to move beyond basic practice such as MFA and endpoint protection, toward purpose-built tools and processes that provide continual visibility, auditable controls, and policy enforcement for client access. Without this, MSPs face increased administrative burden, billing discrepancies, contractual liability, and reputational risk. As regulatory audits become more demanding and clients demand clearer evidence of governance, service providers must reconcile the tradeoffs between increased process complexity and the need for automated, enforceable identity governance. This shift challenges existing pricing models, requiring MSPs to justify and potentially repackage their service offerings in the context of risk management and operational maturity.

The episode examines the ongoing shift in the IT services market from traditional managed services to “managed intelligence,” as vendors like PAX8 and ConnectWise attempt to reposition their offerings around artificial intelligence (AI). This structural change introduces increased operational complexity for MSPs who are being urged to adopt new AI-driven models, while facing evolving expectations regarding service delivery, pricing, and accountability. The mechanism at play is the transfer of risk and uncertainty from vendors to MSPs, especially as AI and usage-based billing models upend established business practices. One significant development highlighted is PAX8's call for MSPs to become “managed intelligence providers”; however, according to PAX8's own head of AI adoption, only 17 out of 600 interviewed partners currently meet that standard, up from 13 a year prior. In response to this slow uptake, PAX8 has introduced bridge services and a Managed Intelligence Program to support partners through the transition, including white-labeled AI services and a platform for tracking usage called the agent gateway. These efforts underscore that the managed intelligence model presents a steep learning curve for most MSPs, with few having yet achieved operational maturity in this area. Related market activity further illustrates these dynamics. ConnectWise has restructured its platform around an AI core, introducing predictive intelligence and shifting to ticket-based billing rather than traditional per-seat models. According to ConnectWise, this shift reduces L1-L2 ticket escalations by 86% and increases technician productivity by 30%. Meanwhile, concerns remain about data ownership and the scope of actionable information, with companies like Lexful and Enable pushing for greater integration across siloed applications. There is also ongoing debate on whether system-of-record vendors or independent AI-native platforms will ultimately control operational workflows and client relationships. For MSPs and IT service providers, these developments translate into practical concerns around vendor dependency, variable cost exposure, and pricing pressure. The move to consumption-driven models and token economics increases unpredictability, forcing providers to absorb or carefully manage AI usage costs or risk compressed margins. There are also governance and accountability questions related to client relationships, especially as more AI service layers are introduced by upstream vendors. The operational implication is a need for heightened financial diligence, risk assessment, and a clear strategy for maintaining client trust and service differentiation in an increasingly intermediated service landscape. Sponsored by: Pax8 ScalePadABC SolutionsRythmz

The episode centers on persistent margin pressure and operational discipline as the dominant structural mechanisms in the managed services sector. Data from the Service Leadership Index (SLI), managed by ConnectWise under Peter Kujawa, reveals that best-in-class MSPs continue to target aggressive profit growth—specifically, a 34% increase in profit dollars on only 10.6% revenue growth—despite already sustaining a six-year average of 19% adjusted EBITDA. The discussion highlights that achieving these targets relies less on rapid revenue growth and more on cost control, particularly around SG&A (Selling, General and Administrative Expenses), and highlights the influence of financial discipline often seen in private equity-backed firms. The analysis is grounded in quantitative benchmarking. According to the SLI's 2026 profitability report, while best-in-class EBITDA performance has been sustained, recent years show a widening gap between budget targets and attainment. Specifically, in 2023, MSPs overshot their profit budget by 31%, but in 2024 and 2025, performance dropped to 81.9% and 89.4% of budget respectively. The report explicitly calls current profit targets “ambitious,” given recent misses. Scale thresholds were also referenced, notably the operational risks between $6M and $10M in annual revenue, with Peter Kujawa citing stalls in growth and compressed margins as common in that band. The episode further introduces the first iteration of an Automation Index intended to quantify financial and operational impact of AI adoption on MSPs. Metrics such as service multiple of wages, revenue per employee, and service gross margin are emphasized, but findings show that automation is not delivering uniform benefit. Top-tier MSPs increase efficiency and retain pricing discipline, while bottom quartile firms see little or no improvement in core metrics. The report also notes that private equity-backed providers are investing significantly in AI, though organic growth and acquisition costs remain similar across provider types. Operational implications for MSPs include heightened accountability for realistic forecasting and disciplined budgeting. Failure to match projections with operational realities risks unnecessary cost expansion, especially around headcount and tool adoption. For firms in key scale thresholds, owner delegation and leadership investment are essential to avoid stagnation and margin erosion. Additionally, automation and AI adoption provide efficiency opportunities but deliver benefit only to those with strong management practices; undisciplined adoption or margin givebacks through pricing discounts negate potential gains. MSPs must therefore focus on data-driven decision-making, careful cost control, and ongoing evaluation of both financial and operational KPIs to navigate increasing complexity, vendor dependency, and persistent margin pressures.

Platform vendors are transferring liability and delivery responsibility for AI services onto MSPs by building structured AI practice frameworks, training programs, and service delivery methodologies. This approach is motivated by mounting economic pressures on vendors, as seen with large-scale infrastructure investments and the need for sustainable revenue models. PAX8, Ingram Micro Cloud, ConnectWise, and others are formalizing AI partner programs that enroll MSPs to deliver vendor-defined services, while shifting operational complexity and accountability downstream. The episode highlights PAX8's Managed Intelligence initiative, aimed at helping small and midsize MSPs deliver AI services to SMB clients with minimal prior expertise. PAX8 cites its own research, which notes that 62% of SMBs view AI as essential for competitiveness and 74% plan to increase AI spending in the coming year. The economics of AI scaling are underscored by data on projected data center buildout costs—up to $15 trillion by 2030 and requiring $1.75 trillion annually just to maintain. OpenAI's public offering, with an $850 billion valuation and $180 billion in funding, is attributed to the need for capital that private markets can no longer supply, prompting vendors to leverage channel partners for both revenue generation and market validation. Supporting developments include expanded programs at the distribution and platform levels: a PAX8-Nocdoc partnership providing managed NOC/SOC services for smaller MSPs, Ingram Micro Cloud's collaboration with PartnerStack to formalize AI service delivery infrastructure, and ConnectWise's introduction of an AI-native platform for predictive and autonomous IT operations. Research from Omnia and the IBM Institute for Business Value indicates underutilization of vendor market development funds and widespread deployment of AI frameworks despite only 11% of tech leaders feeling prepared—demonstrating the gap between vendor offerings and operational readiness. The implications for MSPs are significant. By enrolling in these vendor-driven AI programs, providers take on delivery risk, contractual accountability, and potential liability for AI outcomes they did not design. The structural split is clear: MSPs can either create and govern their own AI methodologies—pricing accountability as a service—or become vehicles for vendor frameworks, absorbing complexity without full compensation or control. Practical recommendations include updating service agreements for AI-related risks, building internal governance around AI deployments, and not allowing vendor or community consensus to substitute for explicit accountability for outcomes. 00:00 Channel AI Shift  03:59 Enrollment, Not Enablement 06:55 Methodology vs. Liability 10:01 Why Do We Care?  Supported by:  Zero Networks  CometBackup 

The episode identifies a growing governance gap as a central structural issue for MSPs and IT service providers, driven by rapid AI adoption through subscription-based tools and platforms. Rather than being introduced as controlled, IT-led initiatives, AI services are entering organizations piecemeal—often through end users and business units—undermining established accountability and management practices. This dynamic is exemplified by ConnectWise's dismantling of its ASIO platform in favor of a new AI-native operating layer designed to unify PSA, RMM, security, and automation functions, and by clients independently layering on AI-powered tools without centralized oversight or cost control. A primary example of ungoverned risk involves unsustainable AI cost exposure. According to Axios and TechCrunch, an enterprise amassed around $500 million in a single month on Anthropic's Claude due to unlimited, unmonitored usage. Freshworks' survey of over 12,000 IT professionals quantifies the industry's operational friction, finding mid-market companies waste about 25% of AI budgets on complexity, for a total of $16 billion in annual waste. Despite 89% of respondents planning to increase AI spend, only 15% have actively integrated these tools into daily workflows—revealing widespread governance lag behind adoption. Supporting developments highlight the breadth and persistence of this governance deficit. Organizations such as the Linux Foundation have responded by forming the Tokenomics Foundation to standardize AI cost tracking. Meanwhile, AI tool adoption is occurring outside IT, leading to agent sprawl, unclear permissions, and cost scaling linked to agent behavior rather than headcount. Roll-up strategies in adjacent sectors—such as Thrive Holdings' $1 billion commitment to consolidate accounting firms under an AI operational platform—demonstrate capital's move toward operationally governed, AI-enabled service models, suggesting a parallel risk for IT providers. For MSPs and IT leaders, these trends underscore the urgency of operationalizing AI governance as a billable, contractual service rather than an informal or embedded support task. Risks include absorbing liability for unmanaged AI usage, exacerbated operational complexity, and relinquishing margin to platform or capital entrants. Practical steps involve conducting AI tool audits, inventorying agent access and spend, instituting usage controls, and reframing account segmentation around governance and liability exposure. MSPs who define, price, and contract for governance can mitigate inherited risk and avoid being displaced by vendors or capital-backed consolidators. 00:00 ConnectWise Rebuilds  03:59 Ungoverned Agents 06:06 Roll-Up Warning 09:38 Why Do We Care?    Supported by:  Moovila  ScalePad 

Today’s headline news for Canadian IT solution providers: ConnectWise Platform: ConnectWise yesterday unveiled what it calls the industry’s first purpose-built platform for Predictive IT, unifying PSA, RMM, cybersecurity, automation, workflow orchestration, and native agentic AI into a single execution layer for managed services. CEO Manny Rivelo described it as a fundamental shift from reactive IT management to an AI-native operating model. The company also released new operational benchmark modeling based on a representative MSP with approximately $3M in annual managed services revenue, showing the productivity and economic impact it says AI-driven automation can deliver. Cavelo Cora AI Security Analyst: Kitchener, Ontario-based Cavelo has introduced Cora, an AI Security Analyst integrated into its data security posture management platform and positioned specifically for MSPs and MSSPs. Cavelo says Cora analyzes security telemetry and translates it into a guided remediation action plan in seconds, tailored by role. The tool targets the operational gap between risk visibility and actual remediation – without requiring additional headcount. Radiant Logic and Zscaler Partnership: Radiant Logic and Zscaler have announced a technology partnership aimed at solving the Day 1 access problem in mergers and acquisitions. By integrating RadiantOne’s identity data fabric with the Zscaler Zero Trust Exchange, the companies say acquiring organizations can securely connect newly onboarded employees to applications from the moment a deal closes, regardless of disparate identity systems. ConnectSecure Patch 360: ConnectSecure is launching Patch 360, a patch management platform built for MSPs that introduces pilot-first validation, risk-based prioritization using CISA Known Exploited Vulnerabilities and EPSS scoring, controlled rollouts with approval workflows, and integrated rollback – replacing what the company describes as a “deploy-and-hope” model with a “test-and-trust” framework. NTT DATA and Google Cloud: NTT DATA is expanding its AI partnership with Google Cloud, launching a dedicated Gemini Enterprise practice to help enterprise clients move AI deployments from pilot to production at scale. Descope Agentic Identity Hub: Identity platform Descope is announcing enhancements to its Agentic Identity Hub today, extending its tools for managing authentication and access for autonomous AI agents. Checkmarx CISO Research: Checkmarx has released research surveying more than 2,000 developers and CISOs, finding that 95 percent of CISOs report facing internal pressure to suppress software compliance findings. Read Full Transcript Welcome to The Buzz from ChannelBuzz.ca, I’m Robert Dutt, today is Tuesday, June 9, 2026, and here’s what’s happening in the channel today. ConnectWise yesterday unveiled what it is calling the industry’s first purpose-built platform for the era of Predictive IT. The ConnectWise Platform brings together PSA, RMM, cybersecurity, automation, workflow orchestration, and native agentic AI into what the company describes as a single intelligent execution layer for managed services. CEO Manny Rivelo positioned it as a fundamental shift away from the labor-intensive, disconnected systems that have defined MSP operations for decades, toward what ConnectWise calls an AI-native operating model. To support the launch, the company released new operational benchmark modeling showing the productivity and economic impact it says AI-driven automation can have on MSP operations. In their model, a representative managed services firm with approximately three million dollars in annual revenue could see measurable transformation across their first stages of the Predictive Intelligence journey. This is a significant platform bet from one of the largest players in the MSP tooling market, and the framing around “Predictive IT” is clearly a narrative ConnectWise intends to own. In the security space, Kitchener, Ontario-based Cavelo has introduced Cora, an AI Security Analyst integrated directly into its data security posture management platform. Positioned specifically for MSPs and MSSPs, Cora functions as an AI agent that analyzes security telemetry to identify, prioritize, and recommend remediation steps for cyber risks across client environments. Rather than adding more alerts to the dashboard, Cavelo says the tool translates security data into a guided action plan in seconds, tailored to the specific roles of frontline technicians and senior security leaders. The development targets a well-documented operational gap between risk visibility and remediation – allowing service providers to reduce manual investigation time and offer clients clear, actionable intelligence without increasing headcount. Radiant Logic and Zscaler have formed a strategic partnership designed to address the Day 1 access challenges commonly found in mergers and acquisitions. By integrating RadiantOne’s identity data fabric with the Zscaler Zero Trust Exchange, the companies are aiming to eliminate the complex network and identity merge projects that typically stall productivity following a deal close. The joint solution allows acquiring organizations to securely connect newly onboarded employees to necessary applications from day one, regardless of disparate Active Directory or HR systems. In a market where M&A activity among IT service providers shows no sign of slowing, this integration offers a repeatable framework for reducing the downtime and cyber risk associated with bringing acquired entities onto a managed environment – which is a practical and recurring service challenge for many MSPs in the field. In Brief – ConnectSecure launches Patch 360, a patch management platform for MSPs built on pilot-first testing, risk-based vulnerability prioritization, and integrated rollback controls. NTT DATA expands its AI partnership with Google Cloud, launching a dedicated Gemini Enterprise practice to help organizations move deployments from pilot to production scale. Descope is announcing enhancements today to its Agentic Identity Hub, aimed at helping organizations manage access for autonomous AI agents. Checkmarx research of more than 2,000 developers and CISOs finds 95 percent of CISOs report facing pressure to suppress software compliance findings. Full details and links in the show notes or the blog post. Later today on In The Channel, we have a conversation about the launch of the AWS Partner Innovation Hub in Toronto, with AWS Canada’s Martin Brazonet and CGI’s Dinesh Bhavsar on the challenge of moving AI from proof-of-concept to production. And if you haven’t heard it yet, check out our conversation with Earl Gosick from ESTI Consulting Services, recorded at Dell Technologies World, on why the AI story is really a storage story – that one is on the feed now. That’s how we’re seeing the headlines today. I’m Robert Dutt for ChannelBuzz.ca, thanks for listening. Have a great day.

Description The Future of Tech is Here. Subscribe to our Newsletter:https://theultimatepartner.com/ebook-subscribe/ Check Out UPX:https://theultimatepartner.com/experience/ In this presentation from Ultimate Partner Live, industry analyst Jay McBain breaks down the monumental macroeconomic shifts rewriting the tech sector in 2026. https://youtu.be/r0qTDyw97Gs As the industry rapidly approaches a $6.07 trillion valuation, driven by massive AI infrastructure investments from Sam Altman and the “Magnificent Seven,” traditional sales and channel models are fundamentally collapsing. McBain reveals how buyer demographics have transformed to an integration-first millennial base, why marketplace ecosystems now command over half of all partner-funded deals, and how a tiny elite of just 1,000 tech service providers control two-thirds of global tech revenue. Learn the exact mechanics behind how Microsoft out-partnered AWS to win 26 straight quarters of dominant growth and how your business can deploy an algorithmic early warning system to capture massive wallet share before competitors even step into the boardroom. Key Takeaways Over half of the Fortune 500 companies vanish every 20 years because their leadership fails to anticipate macroeconomic technological cycles. The true opportunity in the $6.5 trillion AI boom lies not in single vendor products, but in the hardware, software, services, and telecom ecosystem surrounding them. Indirect tech sales are undergoing a structural shift toward direct cloud hyperscaler models driven heavily by Nvidia's core infrastructure client base. Modern business deals are won or lost months before the point of sale based on the average of 6.3 partners surrounding a customer’s environment. Over 51% of tech buyers are now millennials who prioritize software integration capabilities and digital marketplaces over traditional human sales interactions. Tech service economics are pivoting aggressively away from upfront margins toward point-based multi-partner funding across subscription cycles. If you're ready to lead through change, elevate your business, and achieve extraordinary outcomes through the power of partnership—this is your community. At Ultimate Partner® we want leaders like you to join us in the Ultimate Partner Experience – where transformation begins. Key Tags Nvidia AI buildout, $7 trillion AI opportunity, cloud ecosystem decade, Microsoft vs AWS growth, multi-partner cloud deals, digital marketplace migration, millennial B2B buyers, B2B tech subscription economics, tokenized micro consumption, tech services wallet share, hybrid cloud infrastructure, 28 customer moments, IT services industry growth, telecom spend breakdown, channel chief strategy, managed service providers MSP, global systems integrators GSI, software integration first, point-based vendor incentives, automated co-selling workflows Transcript JAY McBAIN AUDIO PODCAST [00:00:00] Jay McBain: So to go back to that story about the 53% of companies who are gonna fail, one of us is gonna be asked to write the book, but chapter one is always you Blame the CEO. [00:00:13] Vince Menzione: We just came back from Ultimate Partner live in Bellevue, Washington, where we hosted incredible leaders for two amazing days. Come join us for this next session where we explore the tectonic shifts we’ve all been seeing. With that, I am incredibly blessed to invite a friend of mine to the stage. I have a quick little side note, like I found an old LinkedIn post from this gentleman from like many years ago, like 20 years ago. [00:00:39] Vince Menzione: And I wasn’t really that nice to you on that LinkedIn post. Like, oh, like this is before Jay became the Jay, that we all know Jay to be j. But he was in the space and I was at Microsoft doing something and he reached out about something. It was kind of rude, Jay. I was like, oh my gosh. I can’t believe. But Jay has been a great friend. [00:00:54] Vince Menzione: When we started the podcast back up, uh, during COVID we started doing podcasts together. When we moved to the studio, Jay was the first person in the studio. He’s always got a spot, uh, at our events. He’s s Spot Art, and, and he’s a great friend and supporter of Ultimate Partner Jay McBain. For those of you who don’t know him, Jay, welcome. [00:01:13] Vince Menzione: Thank you, sir. [00:01:22] Jay McBain: 31 days ago, we landed Artemis two. The furthest humans have ever been away from the planet Earth 57 years ago. We landed on the moon in the 56 years. Between those two moments, the tech industry has been the fastest growing industry in the world. Every single year we moved from the space race to the technology race, and we’re just getting started. [00:01:46] Jay McBain: If you’re old enough, you’ll recognize the mainframe and mini era for 20 years. You’ll recognize a young disheveled Bill Gates showing up in Boca Raton, Florida for, uh, August the 12th, 1981 launch, where Bill thought that every one of us would’ve a PC in our home, and IBM thought they were gonna sell 10,000 of them to hobbyists. [00:02:12] Jay McBain: 1999, a small startup from an executive who just left Oracle in San Francisco named Mark Benioff. A couple of years later, Jeff Bezos went into a boardroom and said, listen, we’ve spent a lot of money building infrastructure to our busiest day, Christmas, black Friday. You’re telling me this stuff sits idle 10 or 20% for the rest of the year. [00:02:35] Jay McBain: Why don’t we rent that out to others? Got laughed outta that boardroom and then got made of fun of on magazine covers. Maybe you should just tend the store, let the adults talk about technology. In March of 2023, our neighbors, our friends, our family saw DeepFakes. They saw poetry, they saw music, and they came to us as tech people and said, did we just light up Skynet? [00:03:03] Jay McBain: Now every one of these 20 year eras, this is the Taylor Swift version of our industry. Every single one of these eras triggers the fastest growing product in history. Today it’s actually Chacha bt first to a billion users. It triggers a new, richest person in the world, bill Gates, to Jeff Bezos. Now, Elon Musk is the first to sign a trillion dollar pay package, and it’s not for car. [00:03:27] Jay McBain: It’s not for cars. It also triggers a most valuable company in the world change. And today that’s nvidia. These are monumental changes in our industry and they’re monumental changes in partnering every single time. And it also links to our customers. If you take a 20 year view of business, one era, and, and think about the AI era, you know, at the start of it here, if you’re to grab the Fortune 500 magazine from 20 years ago and start to flip through it, 53% of the companies in there no longer exist. [00:04:06] Jay McBain: Every 20 year cycle, we lose over half of the biggest companies in the world. These are the companies that have very deep pockets to buy their way outta problems. If you’re not in the Fortune 571% of tech companies don’t make it 10 years. These are the changes that cost industries. There are changes that cost really big companies and the decisions we make, the trends we’re in right now, in 2026 will be written about in the future. [00:04:39] Jay McBain: This new era, a lot of big numbers being thrown around. Vince’s best friend talk about a six and a half trillion dollar AI opportunity, but it’s not Microsoft’s tam. Microsoft is chasing about a trillion dollars of this. And the ecosystem, the hardware, the software, the services, the telecom is gonna make up the rest. [00:05:04] Jay McBain: It is an ecosystem. Every time these big numbers are thrown, the word ecosystem is always thrown around it. Not to be outdone, Sam Altman’s talking about a $7 trillion build out. The world economy this year, the world GDP will be 126. These are material numbers to world GDP, but even better, they’re both larger than our entire industry is today. [00:05:27] Jay McBain: So what took 56 years of the fastest growing industry this year will be $6.07 trillion. Big numbers, but it’s easier to think about it in terms of a dollar that our customers spend in that dollar. They’re gonna spend 25 cents on hardware. They’re gonna spend 25 cents on software. So for anyone that read the memo 15 years ago, that software’s gonna eat the world, there’s still a dollar a hardware to run every dollar of that software. [00:05:57] Jay McBain: And whether you’re thinking humanoid robots or whichever future you’re envisioning, there’s going to be a dollar of hardware to run every dollar of software for the next 20 years. There’s over 25 cents now in IT services, and in many cases, these services are growing faster than the product categories and just under 25 cents in telecom, that’s how it breaks out today. [00:06:19] Jay McBain: And this industry, which took 56 years to get to this point, is gonna double in size in the next three to five years. We already have two and a half trillion of that seven raised and being spent. Part of the reason Nvidia is the most valuable company in the world. Now our industry, uh, you talk about ultimate partnerships. [00:06:40] Jay McBain: Our industry traditionally, and world trade by the way, is 75% indirect. The dealerships, the agencies, the brokers, the resellers, the retailers, the franchisees, the gas stations, the grocery stores, the pharmacies, all 27 industries sell indirect. You gotta think back the last time you bought something direct. [00:07:01] Jay McBain: Well, I bought a Dell from that dude in the nineties. Cool. Well, Dell Technologies is now 60% indirect. Well, I bought insurance. Direct is 15 minutes. Could save me 15%. Well, Geico last year sold more insurance through agencies and brokers than they did direct. This is the world now. We used to be 75% indirect four years ago. [00:07:26] Jay McBain: Then it went to 73.2, then it went to 70.1 and it then it went to 66.7. By the way, marketplace is in these numbers indirect. It’s not marketplace causing this change. It’s one company, Nvidia. Nvidia has seven customers. The magnificent seven, uh, half of them are in the room right now that every morning we wake up to a hundred billion dollars press release about this $7 trillion buildout. [00:07:56] Jay McBain: What’s interesting is indirect sales in our industry is growing by revenue. It increases every year, just not at the pace that this AI build out is happening direct with seven companies. But the reason we’re all here, and I think the core reason that Vince is building this community is this, you know, Microsoft forever has measured and been very vocal. [00:08:21] Jay McBain: About 96% of their deals have partners in them. Kind of who cares, who collects the money. We care about the moments, the 28 moments before the customer makes a purchase. We care about every 30 days forever, because two thirds of our industry, over $4 trillion now is subscription consumption based. Winning a customer today is only winning the first 30 days. [00:08:46] Jay McBain: We care about this cycle. We care about who surrounds our customer. So six years ago, I stood on a big stage and said, you know, we went through a decade of sales. You know, in 1999, you thought you were born to be a salesperson. You’re managing your territory with your gut. Well, a few years later, you were introduced to the science of selling. [00:09:07] Jay McBain: You know, 10 years later you thought as a marketer, you sit around a cocktail party joking with your friends, 50% of my marketing dollars are wasted. I just don’t know which 50%. Really funny. In 2009 until every 58-year-old CMO got replaced by a 38-year-old growth hacker. Coming in with Marketo and Eloqua and Pardot and HubSpot, and 15,505 as of yesterday, MarTech and iTech tools, ninjas in marketing, they wouldn’t let a nickel go through without measuring. [00:09:43] Jay McBain: Now we understand 96% of deals and partners that surround it. No deal is gonna be won or lost in this era without partnering effectively. So we had to have this decade of the ecosystem. One of the ways we’re tracking is by outsiders. You know, Salesforce every year publishes the state of sales and they’ve got, you know, the number one CRM in the world. [00:10:05] Jay McBain: So they get to go talk to all the CROs, all the salespeople in the world. And as of this year, a couple months ago, 94% of every salesperson in every industry in the world uses partners every single day. You wanna see what this number was six years ago. Also, 89% of salespeople around the world don’t think they’re going to club this year without partners. [00:10:29] Jay McBain: So this is a big moment for us, halfway through the decade ecosystem, but we’re only halfway through. We’re starting to understand now at a more granular level. What partnering means. It’s not theory, it’s not flywheels. It’s not really cute. McKinsey slides that we keep showing to our board saying how important partnering is. [00:10:51] Jay McBain: We’re trying to get to the very specific level of the 6.3 partners on average that surround the deal and what they’re doing. How their business model works, and that’s average if I’m working on a public sector deal. I was at a Red Hat conference yesterday talking sovereignty. If I’m in an enterprise or a large public sector deal, it’s north of 10 partners in the deal. [00:11:15] Jay McBain: So we’re starting to understand what used to be this, this, you know, you’ve been the fastest growing industry for 56 straight years. Every single professional services person in every industry has come in to join the fund. Over 90% of accountants are tech services firms. Over 90% of marketing agencies are tech services agencies. [00:11:36] Jay McBain: All of this 250,000 software companies, a million emerging comp tech companies, the half a million VAR that have been in that traditional channel. The managed service providers, all of these 20 different partner types, millions of companies, tens of millions of people competing for 6.3 spots. Around the customer. [00:11:58] Jay McBain: That’s it. Luckily, there’s 141 million global customers to compete for. There’s, there’s some open slots that you can go find, and that’s the point. Our industry never had our own Fortune 500. We always talk to, you know, these partners and GSIs are doing this and SI are doing that. And we never really had a view of capability and capacity or what our own TAM was inside of that partnering. [00:12:25] Jay McBain: And so we set out and we would’ve loved, you know, chat GPT or Gemini or Claude or any of those tools to do this. But there’s one problem in partnering with AI is that it doesn’t know one partner from the next. There’s a big digital sameness problem in our industry that every single partner, whether it’s Larry in the White van or Accenture, with 786,000 employees all say they do all things to all people all the time. [00:12:53] Jay McBain: 98% of them, 99% of them are private companies that don’t share their p and l. You can’t go into Microsoft’s LinkedIn system and find out how many employees, ’cause it’s a block system, it AI can’t see into it. So it just sees, and it’s a great pattern matching. Google, SEO can’t figure out who’s who, nor today can the large language models. [00:13:14] Jay McBain: ’cause all the things they’re trying to match, the transformers are trying to match. It all looks the same. Every tweet, every ebook, every website, every digital history looks the same. So this took us thousands of people hours across two years to do, to dig into every p and l to dig into every dollar of what they’re doing. [00:13:33] Jay McBain: But what was interesting is only a thousand partners in our industry do two thirds of all tech services. When you get into enterprise, it goes up to 80 to 90%. The partners in the middle, in Blue do more tech services. The 30 of them than the 970 partners in white on the outside, the 970 partners in White do more tech services than the next million combined. [00:14:03] Jay McBain: This is our industry in a nutshell. Every time we talk to a a vendor, every time we talk to a partner, every time we talk to a distributor, we’re now talking names, faces, and places. You you wanna talk sovereignty. Yesterday in Atlanta, 90% of sovereign conversations in public sector in the globe is handled by these companies here. [00:14:26] Jay McBain: Forget about how much you do with these partners today. You wanna chase the next column, which is the wallet share. And I was a channel chief for 17 years. I get the weekly report and I see a million dollar partner, another million dollar partner, sorted top to bottom. You don’t know which partners which, which of those million dollar partners is doing 1.2 million in your category. [00:14:46] Jay McBain: They deserve a baseball cap and a front row seat at your event as an MVP. The next partner right next to them is doing 10 million in your category. They’re only doing a million with you. ’cause customers are pulling them into it. Nine times outta 10. They’re leading with your competitor. So I don’t want that list anymore. [00:15:03] Jay McBain: I want the new list, which is showing me those $9 million opportunities. And I as a board member, as A CEO, as a CFO, as a CRO, I wanna see this list. And then I want to talk people, processes, programs, technology. What are we gonna do to go get our fair share of that 9 million? Where’s our lowest hanging fruit? [00:15:24] Jay McBain: How do we double our pipeline? How do we double the size of our company in three years? It’s all right here. Let’s have very specific conversations and move away from flywheels and move around from force multipliers and and things like that in partnering. Let’s figure out how this partner community is surrounded. [00:15:45] Jay McBain: What do 10 million people who have to be smart in front of their customers every single day, what do they read? Where do they go and who do they follow? It’s the law of a few. This is the old Malcolm Gladwell of tipping point 10 million people in the broader channel. A hundred percent of our TAM comes down to only a thousand watering holes. [00:16:08] Jay McBain: 12% of that entire audience. Doesn’t sound like a lot, but it’s over A million. People love podcasts. Number one way they learn the Joe Rogan effect. In our industry, there’s 121 podcasts. These are all public lists. You can go get on my LinkedIn newsletter on canals, oia. But there’s 121 podcasts that drive him forward. [00:16:28] Jay McBain: Really high up on that list, actually number one on the list is ultimate partner, Vince. That’s how I met. ’cause I asked people, 10 million people, you love this. You walk your dog, you drive to work, you listen to podcasts. I’m not the biggest podcast fan. It’s not number one on my list, but it’s number one on theirs. [00:16:44] Jay McBain: They say, you know, you gotta meet this guy, Vince. It’s unbelievable how great these podcasts are. They’re ultimate. [00:16:54] Jay McBain: Then I talked to Vince and said, but Vince, you know, 35% of your community, the 10 million people love to come to events like this one. The hallway conversations, the hotel lobby bar last night. This is what we love to do, especially post pandemic. It’s the number one way we learn. We learn from our peers, we learn from those around us, and, and the learn from the conversations we have here. [00:17:17] Jay McBain: We always remember these moments, you know, years and years later. There’s 352 choices. I’m going to five of them this week in five different cities. It’s a lot of coverage, but again, it’s a tighter li list of how people work. The magazine lists 106 of them associations like Conter. Now the GTIA peer groups, there’s 15 different spheres of influence, but only a thousand places. [00:17:43] Jay McBain: I could walk you through billionaire, after billionaire, after billionaire in this industry and show you how they did this. How did Arne Bellini at ConnectWise? How did Austin McCord at Datto, how did Nerdio become a unicorn? How did threat locker and huntress move away from 6,500 cyber companies and become unicorns over and over and over again? [00:18:05] Jay McBain: It’s only one slide. Unicorns and billionaires are made here, and a lot of people don’t get it. So walking away from Bellevue, a thousand partners, top down, a thousand watering holes, bottoms up. You’ve covered a hundred percent of your tam. You do it better than 10% of your competitor, 10% better than your competitors. [00:18:27] Jay McBain: You win. You carry that on your resume into the next company. You get a bigger job at a bigger pay scale. Let’s just walk through some examples. Cyber 91.7% of it goes through the channel. Huge channel audience. You know, if you’re in MarTech, it’s only 10%, but this one happens to be all channel, but that’s not the story. [00:18:48] Jay McBain: For every dollar that the 6,500 cyber companies are trying to close, there’s $2 in services. Plot twist, the products are grown at 11, the services are grown at 12.6. Your partners are growing faster than you are, and they will continue to for the next, at least five years, probably 10. So when I’m here, five years from now, you’ll hear in me talk about a three to one split in cyber and then a four to one split in cyber. [00:19:18] Jay McBain: Now, when we’re in Miami a couple days ago is CrowdStrike, they’re talking about a $7 and 5 cent multiplier, chasing that two to one up higher. You look at managed services. Here’s a fun story. Managed services. 82% of customers who are man, uh, outsourcing more this year than last year. 650 billion in size. [00:19:38] Jay McBain: This is bigger than the entire SaaS industry. Salesforce, ServiceNow, Workday, Marketo, NetSuite, HubSpot, 250,000. Others. This is bigger. It’s also bigger than all the Hyperscalers combined, not just AWS, Microsoft and Google, but Alibaba and Oracle and everybody down the list. This is a massive market also growing at double digits. [00:19:59] Jay McBain: So these are some big things and obviously we’re watching, you know, week in and week out, quarter in, quarter out, the Battle of Software and Battle of the Hyperscalers and things like that, and who’s growing at what pace and, and how partnering is connecting to all of this. You know, we watched a moment really early in the pandemic where Microsoft started growing faster than AWS and they haven’t stopped since 26 straight quarters. [00:20:27] Jay McBain: And you ask customers and say, you know, does Microsoft have a better product? And in most cases they say no. You know, AWS had a five year head start. Well, did they have a better price? Well, no, actually most cases Microsoft’s more expensive. Well, did did they have better promotion? Was their Super Bowl ad better? [00:20:44] Jay McBain: No, they’re both kind of crap. So you kind of ask the questions of what’s the only difference that could create growth above the leader in the market? Well, it’s place. More of the 6.3 partners are walking into those keyboard room meetings and drawing clouds up on the wall and labeling the Microsoft than they are AWS. [00:21:03] Jay McBain: Very simple. It’s never been about product. The best product in our industry has never won. And now the best way forward is that partnering moment, and this is the moment. So to go back to that story about the 53% of companies who are gonna fail, one of us is gonna be asked to write the book. And it could be the book like Kodak, they invented the product that ended up killing them. [00:21:26] Jay McBain: And it’s a woe is me story, but chapter one is always you blame the CEO. How could they not see those trends happening in 2026? How could they, you know, were they blind? Were they stuck in their own, you know, innovation chamber? Innovator’s dilemma, were they stuck in their own boardrooms? Why couldn’t they see? [00:21:46] Jay McBain: Well, chapter two, you, you blame the board. They have fiduciary responsibility, outsider view, and how could they not see it? But really, this is the future right here. If you take this slide and apply it 10 or 20 years from now to every failure and every success, these are the chapters of the book. Your buyer is now a millennial. [00:22:05] Jay McBain: As of last year, the 51% of our market is bought by people born after 1982. Different psychology, different behavior, different journey, different criteria, their integration. First buyers. The buy a product, 80% as good as the next one. If it works better in their environment. 94% of people won’t buy a car unless it has CarPlay or Android Auto. [00:22:26] Jay McBain: New Buyer. You have to be more integrated than your competitors. That’s a partnering story. The 6.3 partners. If you heard cyber, you need some great channel partnerships, but you need the other 5.3 partners as well, the consultants, the advisors, the designers, the architects, the implementers, the integrators, the manner service, all of the other partners. [00:22:44] Jay McBain: You need to know more of them than your competitors do, and have them label clouds with your name in them. You need better alliances. Even if you compete, you only compete in the morning. You’re best friends by the afternoon. You have to be tight with the hyperscalers, tight, with the big SaaS platforms, tight with cyber, tight with distribution, there are layers, seven layers to every deal. [00:23:04] Jay McBain: You gotta be tight in and have better alliances than your competitors. And then it all comes to the 28 moments, which I’m gonna end on, but the go to market of all of this, the co-selling, co-marketing, co-innovation, co-development, co keeping. This is it. Your product has to be good enough that somebody’s gonna renew it. [00:23:21] Jay McBain: Your Super Bowl has to be, you know, ad has to be good enough that people don’t, you know, shame you on social media. Your pricing has to be somewhere in a country mile of the bell curve of what the customer wants to pay. But successor failure is just here and platforms are synonymous with partnering. [00:23:40] Jay McBain: It’s our role now in the decade of the ecosystem to drive our companies forward. Marketplace. It’s probably the most predict, you know, great prediction we ever made. You know, growing at 82% compounded, it’s hard to predict ’cause it doubles almost every year. We were almost exact to the decimal point. Five years later now till 2030, we’re watching a second story, which is more interesting. [00:24:02] Jay McBain: If 96% of all deals have partners inside of them and there’s private offers and multi-partner offers and distributor sellers record all these funding mechanisms or services as a product. As of last week, over 50% of all deals in marketplaces now have partner funding. It means that while money changes hands differently, the respect and the recognition of what partners do is in the deal. [00:24:26] Jay McBain: We think that’s going to 59, but at some point, that’s gonna have to hit 96. ’cause to run the best programs, whether it’s an indirect sale, whether it’s a direct sale, whether it’s a marketplace deal, it doesn’t matter how money changes hands. What matters is we recognize the 6.3 partners. They’re not only making the deal happen bigger and faster, but renewing and enriching that every 30 days forever. [00:24:48] Jay McBain: When we watch, you know, billion dollar clubs and when we read all the press releases and all the hubbub about how fast this is growing and who, which companies are behind all this. When I’m quoted in some of these press releases, it’s because of this. You know, CrowdStrike, you know, brags are a billion dollars in a single year, but inside of that, they’re showing that 91% growth in marketplaces, which is pretty phenomenal for any company to almost double in size every single year. [00:25:17] Jay McBain: What’s more phenomenal is they’re growing the channel piece of it, 3548%. That green part of it is growing. Companies that understand platform and have people and processes and programs and technology to do it are winning. And they’re getting recognition and partners are starting to join the Billion Dollar Club who don’t sell a product, but are also winning at Extreme Scale. [00:25:44] Jay McBain: So talk about those partner 1000 and who are leaning in to win at this level. As well as everything changes, traditional billing moved into subscription models, moved into consumption models. Now we’re being tokenized to death multi it’s, it’s in this mode of micro consumption. There’s no chance there was little chance in subscription consumption that would be resold. [00:26:09] Jay McBain: You don’t buy Netflix from the cable guy in the white van. There’s zero chance when you’re buying tokens at a buck a piece that that’s going through any indirect sale. This continues to grow. Now the tectonic shifts is what happens when money changes hands differently. These old programs that we used to all write hundreds of different boxes, we checked every day on deal reg and trainings and all the other things are changing. [00:26:35] Jay McBain: To this, you’ll get these slides, by the way, in high res, inside of this now is the customer. For the first time ever, 45 years later, we have the customer in the middle of what we do, the 28 moments in green before they buy the seven layer stack and the partners inside it. The implementation. The integration, the managed services in a cycle that never ends, and two thirds of our industry. [00:26:55] Jay McBain: With the customer in the middle, we can now move money around to the different moments. It’s not all landing in front or backend margins or market development funds or new customer bonuses or spiffs. It’s landing where it needs to land. Over 400 companies now, pretty much led by Microsoft 400 companies are in a point system right now and 400 more. [00:27:18] Jay McBain: We’re working kind of behind the scenes to get that announced in the next 12 months. This is a total changeover in terms of how economics work and partners are yelling over half of us. I don’t care. Don’t call me a VAR anymore. Don’t call me an MSP. Don’t call me a regional system integrator. I do the consulting over half the time. [00:27:36] Jay McBain: I do the design, I do the implementations, I do the managed services, and 44% of us are vibe coding. On weekends. We’re not happy. Just on the services side. We wanna join the seven layer tech stack as well. These are partners growing faster than their vendors by understanding this cycle and where to show up and where the money is in ai. [00:27:56] Jay McBain: And the number one thing they’re asking for is not more leads, which they did for 45 years. The number one thing is now recognized for what I do. I’ve never just been a cash register. We’re completely now past this idea of a channel being a channel of distribution, and now a channel being this platform for the future. [00:28:16] Jay McBain: As we lay that on top of ai, the first couple of years of AI has really been consumer driven. The 95% failure rate that MIT reported last year is now 70%. That’s the failure to get from proof of concept to production. That 70 will be 50 by the summer we’re moving now in business, the maturity rates are going up at the end customer and in 88% of cases, that’s because of the channel. [00:28:43] Jay McBain: They’re working with partners. They’re not vibe coding themselves and working in little skunkwork groups. They’re working with partners to make it happen, and it now becomes the partner’s number one growth opportunity. I can grow at 11 or 12% in cyber every year. Compounded I can grow in 10% in managed services. [00:29:03] Jay McBain: You know, those are great double digit growth ’cause my customers are growing at 2.7% and I can go four x my customer, but I can go 10 x my customer if I have the right services built around ai. And this compounded growth rate and that big number in 2 20 32, 267 is what’s got those top 1000 partners obsessed. [00:29:25] Jay McBain: And your companies are leading with ai. Now you need to connect to those AI services. You need to get partners on this scale of growth. And they will be adding your name inside every cloud. They write on every whiteboard, but 82% of partners around the world, you know, we survey 25,000 of them aren’t ready, and they’re blaming vendors for not being ready, and they’re telling them exactly the workshops and the training that they need to get ready for this cycle. [00:29:53] Jay McBain: 82% of our entire partner, tens of millions of people, aren’t ready to grow at 35% and they need our help. Last thing I’ll say about AI is it’s the first time from client server to cloud, edge to cloud that it’s been segment driven. SMB alone has one, you know, six different segments, one to nine, 10 to 24, 25 to 49, et cetera. [00:30:18] Jay McBain: Mid-market into enterprise. No one that runs a restaurant is calling Jensen to buy a GPU to put next to the stove. No one’s calling Sam or Dario or anyone at Anthropic or OpenAI directly. They’re waiting. If you run a restaurant with all the people running around with tablets, you’ve invested in toast or square or clover or one of the platforms to run your business. [00:30:41] Jay McBain: A hundred different things. And you’re gonna wait for toast to work with a hyperscaler and build out the capabilities genetically. So when they see a spike in Uber Eats orders, they automatically place a food order and automatically change the staffing to deliver on it. That’s what the restaurant’s waiting for, and there’s no one calling and having a big a agent conversation. [00:31:03] Jay McBain: But even if you go into hundreds of people in medium sized business, every one of the vice presidents have their tech stack already built. I talked about the marketing person already, but the HR leader has one, and everybody’s got their seven layer stack. They’re not calling to buy a GPU and they’re not calling to, you know, bring in open AI directly or, or anthropic. [00:31:22] Jay McBain: They’re waiting for the platform they built to integrate together ag agenta capabilities. Everybody’s in wait mode up until enterprise and public, large public sector. So we are looking at this market and at 90% of that AI market is run by those thousand companies, and the rest of the millions of partners are helping in terms of how these businesses are gonna change at that level. [00:31:46] Jay McBain: Here’s where I end. You know, the 28 moments used to be a theory. It used to be a flywheel. How do we buy a car? [00:31:55] Vince Menzione: Well, we Google it, [00:31:57] Jay McBain: 81% of us now, 94% of us use large language models. We find out that there’s 365 brands of car. I’d have to test drive one every day of the year to get through them all. So we start narrowing these things down. [00:32:09] Jay McBain: We configure it. We put our rims on it, we color it. We download the invoice price. We download the backend rebates this month, whether I buy it in May or June, we find out what 5,000 people paid for our exact car within 50 miles of us. And then we don’t wanna go to the dealer because we know more than the salesperson, the manager ever will. [00:32:26] Jay McBain: We know what we’re gonna pay within, you know, dollars or cents. Just carvana the car. Hand me the keys. Let’s just forget the whole eight hour back and forth. I’ll get you a deal thing. I’m smarter than you in technology. Our customers are smarter than us, smarter than salespeople. That’s why 75% of millennials don’t wanna talk to a salesperson. [00:32:48] Jay McBain: They want to end digitally, and by the way, they’re not gonna send a fax after 28 digital moments. They’re gonna end on a digital marketplace. This is all demographics. It’s not hard to see where it’s going, but we’re getting into names, faces, places again. What if every dollar of your tam, the board, the CEO, runs around with their big multi-billion dollar number, they’re chasing? [00:33:09] Jay McBain: What if every single deal looks the exact same? This is a deal with AstraZeneca, A real deal, real customer spending millions of dollars. We know it starts in October, it ends in April. It’s a six month cycle. We see what they read, the MQ ls at the beginning. We see the sales demo moments. We see ISV, but we’ve never had the light blue boxes. [00:33:30] Jay McBain: What if we as a team could overlay the 6.3 partners in this deal? And when you find out a couple things. Here’s where I end. In December, five deals were one, three of them by NTT. The person at NTT probably coaches AstraZeneca’s, you know, kids’ soccer team. They probably have a cottage together at the lake. [00:33:50] Jay McBain: For the last 20 years, if the person at NTT worked at Deloitte, Deloitte would’ve run this deal. But Software One and Yash are both there, so we understand that when they were drawing clouds up on the wall in the boardroom in December, this deal was won and lost there. It was not won and lost at the point of sale. [00:34:09] Jay McBain: So what if you knew more about this and could see every dollar in your tam? You had an early warning system that this was happening. Two things jump out at this now that we’re in Bellevue. AWS was touched twice in this deal, directly in the marketing cycle and the sales cycle. AWS lost this deal. Here’s an example of Microsoft winning a deal with Microsoft never being touched. [00:34:34] Jay McBain: For some reason, NTT who won, who won AWS’s partner of the year a couple years ago led with Microsoft, so did Software one, Microsoft’s biggest reseller in Europe, and as did Yash, they all led with Microsoft and without Microsoft, knowing Microsoft took a multimillion dollar deal away from their competitors by winning in December. [00:34:53] Jay McBain: That’s one. Second. These partners didn’t just show up other than soccer and cottages. They didn’t show up in December. It went closed one in their CRM system. Back in the summer, August, September, we already knew AstraZeneca was in market, spending millions of dollars. We didn’t need them to read an ebook or go to an event to find that out. [00:35:17] Jay McBain: We knew it because it was closed one. They’re spending hundreds of thousands of dollars times five in December to know what to do at the end. This is an early warning system that’s better than any MQL, better than any SQL. And if you could give your company these level of view into their pipeline with an early warning system that I can work with those partners for months before they ever show up at the customer’s boardroom. [00:35:44] Jay McBain: This is it. Talk about 47% winners. This takes you from not only surviving the AI era to being a top five platform winner. Thank you very much. [00:36:01] Vince Menzione: Until next time, we’ll see you in person. Hopefully at our next event.

Victor Lopez on Fixing Broken MSP Financial Plumbing with AI Todd interviews Victor Lopez, a former attorney and private credit professional at Blue Owl Capital who co-founded Flexpoint after seeing how clunky MSP financial tools were. Victor traces his "aha" back to Blue Owl financing Thoma Bravo's 2018 acquisition of ConnectWise, which led him to question why PSAs mix ticketing/project work with invoicing while still requiring separate accounting software. They discuss how most AI talk in the MSP industry centers on service delivery, but Victor argues owners should also apply AI to operations like accounts receivable/payable, collecting and making payments, payroll, and other non-revenue tasks that often fall on owner-operators (especially in sub-$1M MSPs).  Victor describes AI agents, including voice AI for overdue invoice calls, and emphasizes human-in-the-loop controls, segmenting which customers are contacted, and escalation to a human to protect relationships while improving efficiency and owner quality of life. This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP. 00:00 Meet Victor Lopez 01:20 From Law to Flexpoint 02:02 ConnectWise Deal Spark 02:57 Why PSA Billing Exists 05:35 AI Beyond Tickets 08:13 Operational AI Wins 14:09 Agentic AI for AR 16:50 Join Opsleader 17:26 Controls and Oversight 22:09 Voice Agents Calling Clients 28:27 Owner Time and Quality 32:20 Wrap Up and Takeaways

Jennifer Bleam is an award-winning speaker, best-selling author, and one of the most recognizable voices in the MSP world when it comes to sales, marketing, cybersecurity, and now AI. Her book, Simplified Cybersecurity Sales for MSPs, has earned nearly 200 reviews, and her work today is centered on helping MSPs understand the AI opportunity, package it correctly, and lead better business conversations with clients. She's spoken at a long list of industry events hosted by organizations like ConnectWise, Continuum, Kaseya, Auvik, Technology Marketing Toolkit, CharTec, ASCII, and ChannelPro, and she's built a reputation for making complex growth topics easier to understand—and easier to act on. What makes Jennifer especially compelling is that she's not coming at this from theory alone. She owned an MSP, coached more than 2,000 MSPs on sales and marketing best practices, and helped grow a channel-focused cybersecurity company from startup to acquisition in less than two years. Through MSP Sales Revolution, she now helps MSPs design more human-centered sales and marketing systems, with a strong focus on practical execution, stronger positioning, and real revenue growth. ________________________________________________________________________________________________ Links:  https://mspsalesrevolution.com/about/ https://www.youtube.com/c/JenniferBleam facebook.com/groups/mspsalesrevolution linkedin.com/in/bleamjennifer

The core structural shift highlighted is the movement of security for Managed Service Providers (MSPs) from best-effort practices to a regulated, continuously verified service operation. This change is being driven by the compression of vulnerability exploit timelines as a result of attackers leveraging both automation and AI, and by regulators imposing hard patching and compliance deadlines. Companies such as ConnectWise and Microsoft are central, with federal agencies (CISA) now converting exploited vulnerabilities into time-bound remediation mandates. A significant development underscoring this shift is the addition of two known exploited vulnerabilities—CVE-2024-1708 in ConnectWise ScreenConnect and CVE-2026-32202 in Microsoft Windows Shell—to CISA's remediation requirements. Agencies must address these by May 12, 2026, marking a move from tracking to deadline-driven action. Reports from Huntress and TechCrunch confirm that real-world attackers rapidly exploit public vulnerability information, and Microsoft's own documentation illustrates attackers increasingly using Microsoft Teams for social engineering, remote assistance, and privilege escalation. Supporting developments include major vendors like Microsoft integrating models from Anthropic into their security development lifecycle to accelerate vulnerability discovery and remediation. However, studies noted by The Hacker News and The Verge indicate that AI-driven discovery is outpacing operational capacity, creating a growing discovery-to-remediation gap. At the organizational level, information from the Reveal 2026 IT Talent Survey indicates that 8 in 10 technology leaders face significant shortages in AI and cybersecurity skills, compounding the operational burden of continuous security verification. For MSPs and IT leaders, these factors combine to increase operational complexity, require more explicit contract scoping and evidence obligations, and shift oversight from periodic compliance towards continuous, demonstrable verification. Contractual ambiguity—especially when services are described as “best effort”—exposes providers to unmeasured labor and unassigned accountability. Practical steps now include reclassifying business collaboration platforms as active attack surfaces, formally auditing and documenting previously “invisible” tasks, and aligning internal operations with external, regulator-mandated verification standards. 00:00 AI Patches Gaps 05:10 Discovery Isn't Enough 07:11 Reprice or Absorb 10:24 Why Do We Care?  Supported by:   Moovila  Zero Networks   Upcoming event:  The Pivotal Point of IT: Building Services for the AI-First Era Date: May 13 at 1p.m. EDT Register: https://go.acronis.com/davesobelaiera  

Today's brief covers the published Presidential major disaster declaration for the Commonwealth of the Northern Mariana Islands following Super Typhoon Sinlaku, the FEMA Alaska recovery update on Typhoon Halong, and CISA's addition of two actively exploited vulnerabilities (ConnectWise ScreenConnect and Microsoft Windows Shell) to the Known Exploited Vulnerabilities catalog. Wildfire activity in southern Georgia and northern Florida continues to drive Southern Area resourcing at PL 4, and critical fire weather is in place across eastern New Mexico, far western Texas, and the southern High Plains. Tornado damage assessments continue in Tennessee and Illinois, Michigan expanded its flooding state of emergency to 41 counties, and a M4.4 earthquake near Alamo, Nevada produced felt reports into Las Vegas. EM Morning Brief is your concise daily update on national and state-by-state emergency management news. Produced by Sitch Radio, an EOC Voices podcast.Key Takeaways• CNMI major disaster declared: FEMA-4910-DR for Super Typhoon Sinlaku was published in the Federal Register yesterday; covers incident period April 11 to April 18, 2026.• CISA KEV update: Two actively exploited vulnerabilities added: ConnectWise ScreenConnect (CVE-2024-1708) and Microsoft Windows Shell spoofing (CVE-2026-32202). Federal remediation deadline May 12, 2026.• Southern wildfires: Brantley Highway 82 Fire in Georgia at 32 percent containment with 80 plus homes destroyed; Clinch and Echols fire at 23 percent containment over 50 plus square miles; Florida Gun Range and Sand Drain fires under continued USFS warning.• Critical fire weather: Red Flag and Critical Fire Weather conditions today for eastern New Mexico, far western Texas, southern High Plains, and portions of eastern Colorado.• Texas disaster declaration: Governor Abbott declared disaster for Lamar, Parker, and Wise counties; TDEM mobilized swiftwater rescue and debris teams; Mineral Wells continues recovery from Tuesday's EF3 tornado.• Michigan emergency expanded: Whitmer added Tuscola County and the Village of Holly to the existing flooding state of emergency; 41 counties and three municipalities now covered.SponsorsThe NIMS Store - https://thenimsstore.com/SourcesCISA• CISA KEV catalog (April 29, 2026), ConnectWise ScreenConnect and Windows flaws added: https://www.cisa.gov/known-exploited-vulnerabilities-catalog?utm_source=em-morning-brief• Security Affairs, CISA adds Microsoft Windows Shell and ConnectWise ScreenConnect flaws to KEV: https://securityaffairs.com/191442/security/u-s-cisa-adds-microsoft-windows-shell-and-connectwise-screenconnect-flaws-to-its-known-exploited-vulnerabilities-catalog.html?utm_source=em-morning-brief• Cybersecurity Dive, CISA adds Microsoft and ConnectWise vulnerabilities to active exploitation catalog: https://www.cybersecuritydive.com/news/cisa-microsoft-connectwise-kev-update/818817/?utm_source=em-morning-briefNIFC and InciWeb• NIFC IMSR (April 29, 2026, 0730 MDT), national fire situation report: https://www.nifc.gov/nicc-files/sitreprt.pdf?utm_source=em-morning-brief• InciWeb, Gun Range Fire (Florida), incident page: https://inciweb.wildfire.gov/incident-information/flfnf-gun-range?utm_source=em-morning-brief• InciWeb, Sand Drain Fire (Florida), incident page: https://inciweb.wildfire.gov/incident-information/flfnf-sand-drain?utm_source=em-morning-briefFEMA• Federal Register, Presidential major disaster declaration for CNMI (DR-4910), Super Typhoon Sinlaku, published April 29, 2026: https://www.federalregister.gov/documents/2026/04/29/2026-08343/presidential-declaration-of-a-major-disaster-for-the-commonwealth-of-the-northern-mariana-islands?utm_source=em-morning-brief• FEMA disaster page (DR-4910), Commonwealth of the Northern Mariana Islands: https://www.fema.gov/disaster/4910?utm_source=em-morning-brief• FEMA press release (April 29, 2026), Alaska Typhoon Halong recovery, FEMA Is Still Here so Stay in Touch: https://www.fema.gov/press-release/20260429/fema-still-here-so-stay-touch?utm_source=em-morning-brief• FEMA disaster page (DR-4893), Alaska severe storms, flooding, and Typhoon Halong remnants: https://www.fema.gov/disaster/4893?utm_source=em-morning-briefUSGS• USGS HVO volcano notice (April 29, 2026), Kilauea ADVISORY and Aviation Color Code YELLOW: https://volcanoes.usgs.gov/hans-public/notice/DOI-USGS-HVO-2026-04-29T14:07:09+00:00?utm_source=em-morning-brief• USGS Earthquake Hazards Program, M4.4 near Alamo, Nevada (April 29, 2026): https://earthquake.usgs.gov/earthquakes/map/?utm_source=em-morning-briefNOAA and NWS• NWS Storm Prediction Center, Day 1 Convective Outlook (April 29, 2026), severe weather guidance: https://www.spc.noaa.gov/products/outlook/day1otlk.html?utm_source=em-morning-brief• NWS Albuquerque, Red Flag Warning summary, fire weather alerts for New Mexico and adjacent areas: https://forecast.weather.gov/wwamap/wwatxtget.php?cwa=usa&wwa=Red+Flag+Warning&utm_source=em-morning-brief• NOAA WPC, Excessive rainfall outlook for central Texas, April 29 to May 1: https://www.noaa.gov/weather-prediction-center?utm_source=em-morning-briefTravel advisories• U.S. Department of State, Travel Advisories, active list with current levels: https://travel.state.gov/en/international-travel/travel-advisories.html?utm_source=em-morning-briefAlaska• FEMA, Typhoon Halong six-month recovery update, April 10, 2026 release: https://www.fema.gov/press-release/20260410/typhoon-halong-six-month-recovery-update?utm_source=em-morning-briefCalifornia• CAL FIRE incidents, current fire activity and evacuations: https://www.fire.ca.gov/incidents?utm_source=em-morning-briefColorado• 9News, Colorado doubles Red Flag Warnings days so far in 2026: https://www.9news.com/article/weather/weather-colorado/colorado-doubles-red-flag-warnings-days-2026/73-dddb29f1-4980-4343-8f2b-c51aa2789f8a?utm_source=em-morning-briefFlorida• WCJB, U.S. Forest Service issues warning for Gun Range, Sand Drain fires (April 29, 2026): https://www.wcjb.com/2026/04/29/us-forest-service-issues-warning-gun-range-sand-drain-fires/?utm_source=em-morning-briefGeorgia• Georgia Emergency Management and Homeland Security Agency, April 2026 Wildfires page: https://gema.georgia.gov/april-2026-wildfires?utm_source=em-morning-brief• News4JAX, Brantley County shifts to recovery, danger not over (April 29, 2026): https://www.news4jax.com/news/georgia/2026/04/29/the-latest-brantley-county-shifts-to-recovery-but-wildfire-danger-not-over-yet-officials-warn/?utm_source=em-morning-briefHawaii• USGS Kilauea volcano updates, current eruption status and forecast: https://www.usgs.gov/volcanoes/kilauea/volcano-updates?utm_source=em-morning-briefIllinois• KSDK, St. Louis meteorologists confirm three tornado touchdowns in Illinois: https://www.ksdk.com/article/weather/weather-impact/st-louis-tornadoes-confirmed-touchdown-monday-storms-missouri-april-28-2026/63-3e1403e0-0127-41f9-a6fd-33e6154bf3c9?utm_source=em-morning-briefKentucky• 14News, EF-0 tornado confirmed in Ohio County, Kentucky: https://www.14news.com/2026/04/29/ef-0-tornado-confirmed-by-weather-experts-ohio-county/?utm_source=em-morning-brief• NWS Louisville, another severe weather threat through tonight: https://www.weather.gov/lmk/Severe_Weather_Expected_Tonight?utm_source=em-morning-briefMichigan• State of Michigan, Executive Order 2026-10, declaration of state of emergency: https://www.michigan.gov/whitmer/news/state-orders-and-directives/2026/04/28/executive-order-no-2026-10-declaration-of-state-of-emergency?utm_source=em-morning-brief• State of Michigan press release, Whitmer expands previous state of emergency declaration: https://www.michigan.gov/whitmer/news/press-releases/2026/04/28/whitmer-further-expands-previous-state-of-emergency-declaration?utm_source=em-morning-briefMississippi• WTOK, City of Meridian issues a boil water notice (April 29, 2026): https://www.wtok.com/2026/04/29/city-meridian-issues-boil-water-notice/?utm_source=em-morning-brief• WDAM, Boil-water notice lifted in Taylorsville (April 29, 2026): https://www.wdam.com/2026/04/29/boil-water-notice-lifted-taylorsville/?utm_source=em-morning-brief• Action News 5, Severe storms pummel Mid-South including unconfirmed tornado: https://www.actionnews5.com/2026/04/29/severe-storms-pummel-mid-south-including-least-1-unconfirmed-tornado/?utm_source=em-morning-briefMissouri• Missourinet, Storms damage Central Missouri state prisons: https://www.missourinet.com/2026/04/27/storms-cause-damage-at-state-prisons-and-across-central-missouri/?utm_source=em-morning-brief• Springfield Citizen, Hail storm causes damage and 10,000 power outages in Springfield: https://sgfcitizen.org/weather/springfield-power-outages-hail-storm/?utm_source=em-morning-briefNevada• Fox Weather, Magnitude 4.4 latest in series of earthquakes to hit Nevada: https://www.foxweather.com/weather-news/magnitude-4-7-earthquake-shakes-las-vegas?utm_source=em-morning-briefNew Mexico• The Watchers, Critical fire weather conditions forecast across eastern New Mexico and western Texas: https://watchers.news/2026/04/28/critical-fire-weather-conditions-forecast-across-eastern-new-mexico-and-western-texas/?utm_source=em-morning-briefOklahoma• AccuWeather, EF4 tornado devastates Enid, Oklahoma: https://www.accuweather.com/en/severe-weather/ef4-tornado-devastates-enid-oklahoma-amid-thursdays-severe-weather/1885149?utm_source=em-morning-brief• News9, Cleanup efforts continue following EF-4 tornado in Enid: https://www.news9.com/oklahoma-city-news/cleanup-efforts-continue-following-ef-4-tornado-in-enid-dozens-of-volunteer-helping?utm_source=em-morning-briefPennsylvania• WCCS Radio, Tornado warning for Indiana County cancelled (April 29, 2026): https://www.wccsradio.com/2026/04/29/tornado-warning-for-indiana-county-cancelled/?utm_source=em-morning-briefTennessee• WSMV, EF1 tornado leaves swirl markings in field north of Nashville: https://www.wsmv.com/2026/04/29/ef1-tornado-leaves-swirl-markings-field-north-nashville-during-early-week-severe-storms/?utm_source=em-morning-brief• WSMV, Damaging microburst confirmed in Lawrence County: https://www.wsmv.com/2026/04/29/damaging-microburst-confirmed-lawrence-county-storms-early-tuesday/?utm_source=em-morning-briefTexas• Office of the Texas Governor, Governor Abbott issues disaster declaration for North Texas storms: https://gov.texas.gov/news/post/governor-abbott-issues-disaster-declaration-for-north-texas-storms?utm_source=em-morning-brief• TDEM press release, Governor Abbott issues disaster declaration for North Texas storms: https://www.tdem.texas.gov/press-release/4-28-26?utm_source=em-morning-brief• CNN, Tornado devastates Mineral Wells, Texas, on sixth straight day of severe storms: https://www.cnn.com/2026/04/28/weather/severe-storm-outbreak-tornadoes-hail-south-climate?utm_source=em-morning-briefNorthern Mariana Islands• FEMA disaster page (DR-4910), Commonwealth of the Northern Mariana Islands, Super Typhoon Sinlaku: https://www.fema.gov/disaster/4910?utm_source=em-morning-brief• Stars and Stripes, Many in Northern Marianas still without power nearly two weeks after super typhoon: https://www.stripes.com/theaters/asia_pacific/2026-04-27/super-typhoon-sinlaku-recovery-21499079.html?utm_source=em-morning-brief This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit emnetwork.substack.com/subscribe

This week, we interviewed Rod Mathews. Rod is the CEO of TeamDynamix and a member of the board of directors. Most recently, he was President and CEO at Axcient, a business continuity and disaster recovery software company, where he focused on innovation and market acceleration, leading to its acquisition by ConnectWise late last year. During his tenure, Axcient's growth rate tripled, driven by the expansion of the market-leading x360 platform focused on the MSP market.  As a 34-year tech industry veteran, he has held leadership positions across R&D, marketing, corporate development, and general management with Barracuda Networks, EMC, Data Domain, and NetApp.  Rod is also executive chair of the board at Spin.AI, a SaaS security company with a mission to secure SaaS data against ransomware attacks, insider threats, data loss, data leaks, and non-compliance.

Guests Include: U.S. Concealed Carry Association's Rob Chadwick, ConnectWise's Arnie Bellini, Author John Menna, McLaughlin & Associates' John McLaughlin

NinjaOne's reported growth and positioning within the MSP software landscape presents a notable development for service providers evaluating vendor ecosystems. According to statements reviewed by Ryan Morris and Dave Sobel, NinjaOne claims an annual recurring revenue (ARR) exceeding $500 million, a valuation above $5 billion, and a customer base of more than 35,000. This self-reported data, while not independently verified due to NinjaOne's private ownership, places the company within the top tier of platform providers for endpoint management, alongside ConnectWise and Kaseya. The expansion and platform focus suggest material choices ahead for MSPs considering stack consolidation, endpoint management, and integration requirements. Supporting analysis from Dave highlights trends in the categorization of platform players, noting shifts among vendors such as Enable, which is repositioning from the MSP infrastructure platform to the security domain. The discussion raises a technical consideration: the evolution from API-driven integration toward emerging orchestration standards such as MCP servers, though details from vendors remain limited. MSPs are advised to understand tier distinctions among platform providers and carefully assess how these shifts may affect integration, security posture, and operational alignment. Adjacent topics explored by the speakers include the risk and tradeoffs involved in vendor onboarding, M&A (mergers and acquisitions) processes, and the relevance of business continuity strategies. Ryan Morris and Dave Sobel critique extended, six-month vendor evaluation pipelines as potentially eroding competitive positioning in a landscape characterized by rapidly evolving technologies, especially AI-driven tools. Additionally, the episode revisits the skill set of the IT generalist, acknowledging that while specialist expertise remains essential in domains such as security, contemporary AI adoption demands generalist capabilities for validation, interpretation, and curation of technology outputs. The podcast asserts several operational takeaways for MSPs and IT leaders. Prioritizing process documentation and standardization enables scalability and business value beyond the presence of individual owners, as financial professionals weigh factors such as repeatability and owner-independence in valuation. Businesses should balance rigorous stack control with responsive, customer-centric experimentation, managing the pace of change in vendor portfolios and technologies. In M&A scenarios, the speakers caution against overly formulaic approaches, emphasizing contextual evaluation of fit and motivation to mitigate post-transaction dissatisfaction. Collectively, these themes stress the need for ongoing adaptation, systematized governance, and objective risk management in MSP operations. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

The structural shift explored centers on the reconfiguration of labor dynamics within the MSP sector, driven by slowing wage inflation, increased automation, and the early adoption of AI. This mechanism is documented in the Service Leadership Annual IT Solution Provider Compensation Report, which highlights how top-performing MSPs are leveraging automation and AI for productivity improvements rather than aggressive hiring strategies. The report, as referenced by Service Leadership (a ConnectWise company), provides direct benchmarking on compensation and operational models, underscoring a pivot from pure labor-intensive growth to efficiency and automation as profit drivers. According to the report, wage inflation in the MSP space peaked in 2021–2022, with MSPs facing cost increases as high as 10–14%, but pressures have since gradually eased. Despite this moderation, labor represents 75–80% of cost of goods sold, and wages continue to rise at nearly twice the rate of the consumer price index, the report finds. Best-in-class MSPs have achieved higher margins per employee by both slowing headcount growth and integrating automation and AI, rather than through blanket budget cuts or wage freezes. Notably, these more productive MSPs employ a higher proportion of junior (level 1) technicians, maintain lower average compensation per employee, and tie greater proportions of total pay to performance-based incentives, unlike the bottom quartile. The episode also references broader MSP market forces including security concerns amplified by AI adoption, persistent vendor support gaps such as those with Microsoft, and instability illustrated by OpenAI's controversial government contracts and resulting user boycotts. These developments demonstrate how increasing automation and agent-based AI can pose new governance requirements, business continuity risks, and ethical dilemmas. Commentary from the SMB Community Podcast reinforces that industry consolidation, vendor reliability, and the balance between productivity and customer satisfaction will remain ongoing concerns for operators. For MSPs and IT service leaders, the implication is not a simple outsourcing of operational burden to technology, but an increase in vendor dependency, requirement for ongoing process redesign, and heightened need for accountability in compensation, automation, and security policy. Adopting automation and AI is likely to shift job mixes and compensation frameworks, reducing reliance on senior technical labor but requiring rigorous performance-based structures and clear governance for emerging technologies. The trend also signals a need for careful vendor selection and data management, as operational resiliency becomes increasingly tied to the stability and support capacity of automation and AI infrastructure providers. Supported by: RythmzABC Solutions, LLC

The deployment of artificial intelligence across the business sector is introducing structural margin pressure rather than delivering the promised productivity dividend. Rather than self-funding through measurable efficiency gains, AI investments are currently being financed through compensation cuts, organizational tightening, and heightened performance expectations, as evidenced by data from ActivTrak, Gallup, Novoresume, and ResumeBuilder. This shift positions AI less as a driver of output and more as a cost-cutting measure embedded in software spending. Concrete developments show that, according to ActivTrak analysis, time spent on email and messaging has increased after AI adoption, while uninterrupted focus time has declined. Gallup data confirms that about 40% of employees use AI tools, though only a fraction leverage them effectively. Novoresume's survey reveals that although half of AI users report completing tasks more quickly, much of the saved time is not reinvested in productive output, and over half of respondents believe they could perform their roles at a similar level without AI involvement. Supporting evidence from Jobs for the Future identifies significant worker skepticism and low readiness, with only 36% of employees feeling equipped to use AI effectively and 44% viewing AI as a net negative for jobs and quality of life. Further, Snowflake's findings indicate that organizations are adjusting headcount to fill new skill gaps while eliminating overlapping functions. Inside the channel, ConnectWise observes that larger MSPs and VARs are curtailing compensation increases and relying on AI as a headcount management lever, exacerbating delivery expectations as evidenced in the Resume Builder findings. The operational consequences for MSPs and IT service providers are clear: organizations can no longer treat AI as a simple add-on. Providers face heightened expectations to deliver measurable outcomes—such as enhanced ticket resolution or lower escalation rates—despite constrained labor resources and ongoing workflow disruption. Without system-level productivity proof, procurement may preemptively reduce service spend. Effective risk management now requires auditing AI deployments for verifiable workflow changes, embedding measurable AI outcomes in QBRs, and treating workflow redesign and user training not as optional extras but as necessary, billable services. 00:00 Busier With AI 03:05 AI Outpaces Workers 05:33 MSP Squeeze 07:46 Why Do We Care?  Supported by:  Nerdio , HaloPSA

Scans for "adminer" https://isc.sans.edu/diary/Scans%20for%20%22adminer%22/32808 Background Security Improvement for WebKit https://support.apple.com/en-us/126604 Remote Pre-Auth Buffer Overflow in GNU Inetutils telnetd (LINEMODE SLC) https://lists.gnu.org/archive/html/bug-inetutils/2026-03/msg00031.html ScreenConnect 26.1 Security Hardening https://www.connectwise.com/company/trust/security-bulletins/2026-03-17-screenconnect-bulletin

The episode identifies a fundamental structural shift in the MSP and IT services landscape: vendor channel consolidation and ecosystem dependency are increasingly determining who controls customer relationships, margins, and access to recurring revenue streams. Companies such as Microsoft, Anthropic, and Huntress are actively reshaping the ecosystem by investing significant resources in partner programs and platform strategies that dictate operational baselines and restrict neutrality. This realignment is driving MSPs to deliberately choose platform alignments, as attempting to remain neutral increasingly results in a loss of relevance and market access. Central to this shift is Anthropic's $100 million investment in launching the Claude Partner Network for 2026, which creates certification and co-sell incentives for firms capable of implementing Claude within enterprise environments. According to Dave Sobel, this is not long-range product development but a concentrated customer acquisition cost to rapidly build channel coverage. In parallel, Microsoft is embedding Anthropic models within Copilot, shifting to a multi-model approach that retains flexibility at the AI model layer while keeping Azure as the entrenched operational platform. Supporting developments reinforce these channel and ecosystem pressures. Huntress's move to expand its partner program to value-added resellers (VARs) dilutes its previously MSP-exclusive channel, removing some of the distribution advantages MSPs may have relied upon. Sonomi's positioning of third-party risk management as an MSP revenue opportunity comes amid rising supply chain risk, as supported by ConnectWise's 2026 MSP Threat Report highlighting increased identity abuse and supply chain attacks. Simultaneously, declining PC shipments—especially for budget devices—are shifting the economic emphasis from hardware projects to operational service engagements such as identity governance and lifecycle management. The operational implications for MSPs are clear: partner program frameworks have become the gatekeepers of pricing, leads, and ongoing service annuities, reducing the room for independent strategy or procurement-driven decisions. Ecosystem alignment must be intentional and based on a realistic assessment of program timelines, certification windows, and revenue structure. As hardware refresh cycles slow and vendors consolidate services and identity requirements, MSPs face increased dependency risk, potential margin erosion, and diminished negotiating leverage. Those failing to anticipate or adapt to these shifts risk being relegated to subcontractor roles without control over customer relationships or recurring revenues. Three things to know today 00:00 AI Channel War 02:27 Identity Baseline Shift 03:43 Refresh Revenue Shift 04:46 Why Do We Care?  Supported by:  Small Biz Thoughts Community   

Send a textIn this wide-ranging and deeply thoughtful conversation, Joey Pinz sits down with Jason Magee, former CEO of ConnectWise and current CEO of Cynet, to unpack what leadership really looks like when the stakes are high and the noise is constant.Jason shares his personal journey through a major health challenge, a high-profile CEO transition, and the mindset shift required when moving from leading a global platform company to scaling a fast-growing cybersecurity organization. Together, they explore the difference between leaders and managers, how to spot real growth versus empty visibility, and why disciplined decision-making matters more than ever.The conversation dives deep into AI, automation, cybersecurity, and the realities MSPs face today—from talent shortages to increasing threat pressure and consolidation. Jason also opens up about motivation, legacy, burnout avoidance, and how leaders can stay grounded while navigating complexity.This episode is a masterclass in modern leadership, focus, and long-term thinking—for CEOs, founders, MSPs, and anyone responsible for building teams, platforms, and trust in a rapidly evolving industry. 

Send a textHow do you scale a home service business to a 9-figure valuation in record time? In this episode of Let's Vent Podcast, we sit down with Tim O'Reilly, the CEO of Guild Garage Group, to share his professional journey from a CPA at UCF to the CEO of a massive private equity-backed powerhouse.Tim reveals the "Language of Business" that allowed him to transition from auditing to leading, and the specific leadership framework he used to achieve in 11 months what takes most companies 5 years. If you want to understand the intersection of high-level finance and boots-on-the-ground service, this is the episode you were waiting for.Inside the Episode you will learn: The CPA Edge: Why accounting is the ultimate foundation for any CEO.The $1.1B Lesson: What Tim learned working with Arnie Bellini and the ConnectWise exit.The 5 Pillars of Relationship Leadership: Trust, Listening, Respect, Influence, and Caring.The "Triple Eight" Rule: How Tim manages a 9-figure empire while protecting family time and personal growth. How to create The blueprint for scaling home services through private equity and strategic partnerships.Connect with Tim & Guild Garage Group:LinkedIn: https://www.linkedin.com/in/toreilly/ Timestamps: 1:30 - How an accountant from Orlando became the CEO of one of the fastest-growing garage door companies in the world? 7:54 -  The importance of relationships and How can they build you up 9:11 - Even successful businesses have many things that can be transformed.13:54 - The value of culture.15:27 - Easy decisions are a distractions 18:36 - How to create a winning playbook and be a value-based CFO versus a cost-cutting CFO.21:38 - The start of Guild Garage Group 24:14 - Start with relationships first, take extra time.25:05 - How to apply the experience into an Action Plan28:35 - The 5 Pillars of Leadership Relations 30:30 - Brianna Skington, the best example of a relationship built from Trust, Creativity and amazing solutions in Marketing.33:38 - prioritize personal check-in first in one-on-one meetings is called the "oxygen goal" 35:34 - The best influencers are those who are very easily influenced and allow themselves to take in different perspectives.38:30 -  "People don't care how much you know until they know how much you care,"42:39 - The Guild Garage Group has a leadership development course that teaches the five characteristics: trust, listening, respect, influence, and care.46:58 - The importance of protecting your time52:56 - The ONE Thing by Gary Keller– discusses that saying "yes" to something is saying "no" to everything else, putting time into perspective.55:19 - The makers versus managers concept1:12:10 - How to build a Strong Culture focusing on the positive1:21:30 - Get the right systems in front of your Team 1:29:05 - The Ability to build constructive criticism 1:36:20 - What is your Goal? 1:47:25 - The Voice inside your Head talks to you than any other Voice1:54:50 - Episode Ends

The current wave of managed service provider (MSP) consolidation and rollups is being distinguished by the integration of advanced artificial intelligence (AI) expertise, particularly among entities such as SHIELD and Titan. As discussed by Rich Freeman and Jessica Davis, these newer rollups are acquiring not just MSPs but also Silicon Valley AI talent and developing proprietary AI-driven services, a marked shift from earlier private equity-backed consolidators. Rich Freeman highlighted SHIELD's recent leadership hires from Palantir and direct collaboration agreements with OpenAI, signaling an intent to embed AI at the operational core rather than simply as a tool for optimization.The structure and access to data is central to these developments. As Rich Freeman elaborated, large rollups possess a scale-driven “AI flywheel” advantage: broader customer bases provide larger datasets, which in turn drive better AI performance, operational efficiency, and profitability. This concentration creates risks for smaller MSPs that lack equivalent data pools and resources for internal AI development. Jessica Davis noted that while tool vendors and platform companies such as ConnectWise and Kaseya are enhancing AI within their offerings, their efforts are not yet matching the focused investments of the largest rollups, and are simultaneously being pressured to accelerate innovation.Commercial and operational pressures are increasing throughout the MSP ecosystem. Jessica Davis cited indications of slowing managed services revenue growth projections (potentially below 10%), alongside potential cost-cutting or workforce reductions within large rollups as private equity owners seek AI-driven returns. Divergent rollup models are also emerging—with distinctions between platform centralization (e.g., retiring acquired brands) and decentralized, founder-friendly approaches (e.g., preserving local brands and founder involvement). Decisions around acquisition, platform engagement, and specialization are increasingly nuanced as founders and owners evaluate their options under new market dynamics.For MSPs and IT service leaders, these trends necessitate a measured response. The competitive risk posed by the AI-fueled scale of consolidated rollups underscores the importance of specialization, operational focus, and alignment with platform partners committed to democratizing AI resources. Community collaboration, best-practice sharing, and strategic use of vendor tools are positioned as potential mitigants to the structural disadvantages faced by smaller organizations. Governance, due diligence, and clear assessment of vendor or acquirer incentives should be prioritized, especially as service models and influencer dynamics continue to fragment. Remaining adaptable, resource-aware, and critically informed about the changing power landscape will be vital for sustainable operations.

OpenAI is introducing advertisements into ChatGPT for free and ChatGPT Go users, aiming to fund artificial general intelligence development. These ads will be clearly labeled and separate from AI responses, with OpenAI stating user conversations will remain private and data will not be sold. Ads will be excluded from sensitive topics. Users can avoid ads by upgrading to a paid subscription, such as the new $8/month ChatGPT Go tier, which offers increased limits and access to the latest model but also features advertisements. This move signifies a monetization strategy, with OpenAI reporting significant revenue growth for ChatGPT.The broader impact of AI on jobs is also discussed, with data suggesting job losses attributed to AI may be overstated. While some roles are affected, particularly entry-level positions, the overall employment impact appears limited. Reports indicate that AI is often used as a justification for layoffs driven by economic factors or overhiring, rather than being the sole cause. The analysis highlights that AI's productivity gains are currently modest, requiring substantial increases to drive large-scale job replacement. However, the International Monetary Fund estimates nearly 40% of global jobs are at risk due to AI, with a growing demand for new skills that offer a wage premium.Automation and platform integrations are accelerating, with ConnectWise acquiring ZofIQ to automate service desk operations within its PSA workflow. D&H is expanding its logistics capabilities by acquiring fulfillment.com, enhancing its supply chain services. Microsoft MVPs are collaborating to showcase free Intune management tools to help organizations manage their Intune environments more effectively. These developments indicate a trend towards deeper platform integration and automation within IT service delivery and logistics.For MSPs and IT service providers, these developments highlight several critical considerations. The introduction of ads in AI tools like ChatGPT raises questions about trust and governance, particularly when these tools are integrated into client-facing workflows. The slowdown in hiring, especially for junior roles, underscores the need for strategic talent development to avoid future capacity gaps. Furthermore, the increasing automation within platforms and services, while offering efficiency, necessitates careful management of counterparty risk, clear contractual definitions of authority, and redefined pricing models to account for shifting liability and decision-making. Vendors retreating from emerging technologies like Meta's VR business also underscore the importance of diligent vendor selection and managing the credibility cost associated with adopted technologies. Four things to know today 00:00 Jobless Claims Fall as Small Businesses Pull Back on Hiring, Especially Entry-Level Roles05:45 OpenAI Adds Ads to ChatGPT as It Scales Revenue, Expands Go Tier, and Deepens Enterprise and SMB Adoption09:17 Automation Moves From Tools to Authority as ConnectWise, D&H, and Intune Ecosystems Shift Control—and Risk13:05 Meta's Retreat from Business VR Leaves MSPs Managing Cleanup, Data Deletion, and Client Expectations This is the Business of Tech.    Supported by:  https://scalepad.com/dave/

Send us a textRecorded live at IT Nation, MJ Shoer (Chief Community Officer, GTIA) breaks down how the newly branded Global Technology Industry Association is delivering practical wins for MSPs. We cover the GTIA ISAO (built with ConnectWise) for actionable threat intelligence, the cybersecurity Trust Mark that validates your internal controls against your chosen framework, and how GTIA's unbiased research can be co-branded for QBRs to boost credibility and close rates. MJ also unpacks workforce strategy with “NowGen”—supporting both youth and mid-career changers—plus global mentorship, learning libraries, and why ConnectWise-sponsored memberships are a fast on-ramp. We close with GTIA's growing foundation work and MJ's personal take on discipline, recovery, and building routines after injury. If you run an MSP and want immediate ROI from a trade association, this one's loaded with specifics you can apply this quarter.Top 3 highlightsClear, fast ROI: GTIA ISAO access, co-brandable research, and ConnectWise-sponsored memberships for partners.Security you can show: the GTIA Cybersecurity Trust Mark validates your practices against your chosen framework.Talent + growth: NowGen pathways, global mentorship, and a learning library spanning soft skills to leadership.  #JoeyPinz #MSPInfluencer #ForzaDash #ITNation #ITN25 #MSP #GTIA #Cybersecurity #ThreatIntelligence #CompTIA #Mentorship #QBR --- Join us for enlightening discussions that spark growth and exploration. Hosted by Joey Pinz, this Discipline Conversations Podcast offers insights and inspiration. 

Planning for a successful TSP and conference journey begins with one essential principle: make every client and every attendee feel as though the message was crafted specifically for them. In this special IT Nation Connect Global edition, we sit down with Syed Fraz, CEO of ITMSC, and Amanda Young, Sr. Director of Global Events at ConnectWise, to explore how personalization, preparation, and community-driven experiences shape stronger outcomes for both MSPs and major industry conferences.    We get a glimpse of Syed's entrepreneurial mindset and appetite for growth. Syed shares how MSPs can embrace AI, foster open conversations, empower their technicians, and cultivate relationships where “everyone is a friend.” Amanda takes us behind the curtain of a world-class event—revealing the six-month planning window, the five pillars guiding IT Nation's design, and how her team balances tradition with innovation in an era where technology and attendee expectations evolve rapidly.  Her goal, 'it's about a connected experience' and one that is community-centric.   Learn more by visiting syncgoose.com, itmsc.net/ and itnation.connectwise.com/ See you at the next ITNation Conference & Tech event   Timestamps: 01:14 – Marker Part 1: Syed Fraz   27:36 – Marker Part 2: Amanda Y_PGM    --- more --- If you want to master the art of audience engagement while learning how to conquer speaking anxiety, deliver persuasive presentations, and close more deals, this is the program for you. Twins Talk It Up is hosted by identical twin brothers Danny Suk Brown and David Suk Brown, who share leadership communication strategies designed to help professionals embrace the power of their authentic voice. Together, we'll explore tips and tools to unlock the full potential of your voice, dominate every stage you step onto, and elevate your influence and value. Along the way, we'll crush goals and share plenty of laughs. Book a Free 15-minute discovery call: dsbleadershipgroup.com/schedule-a-call/ Website: appmeetup.com/twinstalkitup/ Community: facebook.com/groups/publicspeakingpoints Patreon: patreon.com/twinstalkitup

Send us a textAt IT Nation Connect 2025, Mike DePalma—VP of SMB Cybersecurity at OpenText—sits down with Joey Pinz to talk about rebuilding community in the MSP world, evolving vendor programs, and the tidal wave of AI reshaping security and operations.Mike shares how OpenText's new EDR rollout is simplifying life for ConnectWise partners, the surprising results of their latest MSP Report, and why most AI projects fail—hint: it's not the tech. He opens up about the Datto → Kaseya acquisition, lessons in leadership, and why discipline, presence, and family still define success more than revenue or market share.

Send us a textWhat do chess, rock climbing, and business have in common? For tech visionary and problem-solver Stephen Yu, everything is a puzzle waiting to be understood. In this episode of Joey Pinz Conversations, we explore how the founder of Adaptive Catalog approaches life and leadership through curiosity and pattern recognition—from teaching his son chess to building solutions that let MSPs “sell without quoting.”Stephen shares his journey from Quosal's early ConnectWise days to creating Adaptive Catalog, a platform reshaping how IT resellers and MSPs buy and sell. He opens up about his personal health wake-up call, reversing diabetes through determination, and how discipline, empathy, and fit guide every part of his life.✨ Top 3 Highlights:1️⃣ How chess and climbing teach pattern recognition and problem-solving.2️⃣ Why great partnerships depend on shared values and “fit.”3️⃣ The future of MSP automation and ethical AI in business.#JoeyPinzPodcast #MSPInfluencer #MSPCommunity #AdaptiveCatalog #AI #MSP #ConnectWise #Entrepreneurship #ProblemSolving #Leadership #TechInnovation #HealthJourney #Podcast #ForzaDash #ITNation #ITN25   Episode Links: https://www.linkedin.com/in/yushifan/https://www.linkedin.com/company/adaptive-catalog/https://www.adaptivecatalog.com/  Tags:Stephen Yu, Adaptive Catalog, MSP, ConnectWise, AI, entrepreneurship, leadership, tech innovation, problem solving, podcast, Joey Pinz Conversations, health, diabetes recovery, ITNationSupport the show

ConnectWise has announced enhancements to its Ozzio platform, which now includes expanded third-party patching for over 7,000 applications, improvements to the professional services automation (PSA) user experience, and advanced robotic process automation (RPA) capabilities. These updates aim to address security vulnerabilities in widely exploited applications and streamline operations for managed service providers (MSPs). The new features are set to improve operational efficiency and security, with the expanded patching available immediately and RPA features expected to roll out in the coming months.In conjunction with these updates, ESET has integrated its ESET Protect platform with ConnectWise Ozzio, allowing for one-click deployment of security management tools. This integration is designed to enhance the efficiency of security tasks for MSPs, enabling them to meet legal and insurance requirements more effectively. Additionally, ConnectSecure has introduced AI-powered vulnerability management reports that prioritize risks based on business impact rather than just technical severity, further supporting MSPs in delivering proactive risk assessments.OpenAI has surpassed 1 million business customers, marking it as the fastest-growing business platform in history. A Wharton study indicates that 75% of enterprises using AI technologies report a positive return on investment. Meanwhile, Google has launched Gemini AI tools for stock traders and improved hurricane prediction capabilities through its DeepMind technology, showcasing the growing integration of AI across various sectors, including finance and weather forecasting.For MSPs and IT service leaders, these developments underscore the importance of integrating advanced security and AI capabilities into their service offerings. As the landscape shifts towards cyber resilience and AI-driven solutions, providers must adapt by leveraging these tools to enhance their operational efficiency and client services. The focus on measurable outcomes, such as trust and risk management, will be crucial for maintaining competitive advantage in an increasingly automated environment.  Four things to know today00:00 At IT Nation Connect, ConnectWise Focuses on Asio Enhancements While Ecosystem Partners Deliver the Bigger Innovation05:37 N-able Rebrands Its Future: Strong Earnings and AI-Fueled Pivot Toward Cyber Resilience08:31 From ChatGPT to Hurricanes: How AI's Expansion Is Turning Tools Into Core Business Systems11:14 Trust, Transparency, and Transformation: How AI Acceleration Is Forcing Leaders to Rethink Human Metrics This is the Business of Tech.    Supported by:  https://mailprotector.com/mspradio/

Michael Assraf is building Flamingo, an open-source and AI-powered operating system for managed service providers. After exiting Vicarious in May 2024, he spent seven months on market research before writing a single line of code—conducting 15+ MSP interviews, mapping their complete tool stack economics, and testing distribution channels with a free community product. The research revealed a structural margin crisis: MSPs operate on 10-15% margins with 30% of revenue flowing to vendor payouts and 25-30% to technician labor. Meanwhile, private equity consolidation drives customer pricing down while legacy vendors raise prices. Michael closed a $2.2 million pre-seed in February 2025, built OpenMSP as a lead-gen vehicle that generated 1,000+ waitlist signups, and launched Open Frame with 70% of capital still in the bank. In this launch-day conversation, he breaks down why the $380 billion MSP market remains massively underinvested, how Facebook ads outperformed LinkedIn 5:1, and why he's giving away the core product while charging for hosted deployment. Topics Discussed: The seven-month research phase: 15+ MSP interviews, mapping 19 tool categories with pricing data, evaluating open source project maturity through commit frequency and VC backing MSP margin compression mechanics: 30% vendor payouts, 25-30% labor costs, 10-15% net margins being crushed by PE-driven consolidation and vendor price increases Building OpenMSP as distribution validation: four months before alpha, generated 1,000 waitlist signups and 200 Slack members while testing paid acquisition channels Why Facebook delivered 40%+ of leads at $6-8 CPL while outbound completely failed with IT-busy MSPs aged 25-50 in central US markets Launching with 70% of $2.2M pre-seed still in bank by solving for distribution and product-market fit before scaling headcount Open Frame's architecture: unified control plane over open source tools (RMM, SSO, zero trust) with dual AI agents—one for end users, one for technicians Offering both self-hosted (free, GitHub) and commercial SaaS (per-seat pricing starting January 2026) to build trust in an underserved market The MSP category opportunity: $380B market, 12% annual growth, 30-40K US MSPs, minimal VC-backed innovation against 20-year-old incumbents GTM Lessons For B2B Founders: Build lead-gen infrastructure before you have a product to sell: Four months before launching Open Frame, Michael shipped OpenMSP—a free tool that analyzes MSP tech stacks and suggests open source replacements. It wasn't a waitlist landing page; it delivered standalone value while capturing intent data. This generated 1,000 qualified signups and 200 Slack community members while simultaneously validating paid acquisition channels. By launch, he knew Facebook cost $6-8 per lead while outbound failed completely. Most founders build product first, then scramble for distribution. Michael inverted the sequence. Fire fast on sales hires in early stage, or don't hire them at all: Michael fired three VP Sales at Vicarious before learning the lesson: "The moment to bring salespeople is not when you are able to sell your product, is when someone else is able to sell your product." The critical test isn't whether the founder can close deals—founders sell vision and relationship. The test is whether a marketing person, SDR, or non-sales hire can generate revenue. Only then do salespeople accelerate an already-working motion. Hiring VP Sales at $50K ARR because the board wants "someone to own revenue" burns 12+ months and $200K+ learning this. Spend 6-12 months researching before building in unfamiliar markets: Michael conducted 15+ MSP interviews, mapped all 19 tool categories they use with pricing, evaluated open source alternatives by analyzing GitHub commit frequency and pull requests, identified which projects had VC backing for long-term viability, and tested multiple marketing channels before alpha deployment. This allowed him to launch with product-market fit indicators already validated and 70% of his $2.2M still in the bank. The alternative—build fast, iterate with customers—works when you deeply understand the market. When you don't, research is cheaper than pivots. Target categories where lack of innovation creates adoption momentum: MSPs represent 30-40K companies in the US alone, part of a $380B global market growing 12% annually. Yet VCs historically avoided the space assuming low ACV and high churn. The dominant platforms—ConnectWise, Datto, Asea—have existed 20+ years with minimal AI adoption or architectural modernization. Michael specifically chose MSPs because "in cyber security you would never get traction that we're getting right now unless you're spending millions of dollars." In crowded categories, distribution cost kills you. In starved categories, any credible innovation gets attention. Architect your product so adoption mechanically improves customer unit economics: Open Frame attacks both sides of MSP margin compression simultaneously. The open source tool suite eliminates the 30% of revenue paid to commercial vendors. The dual AI agent system (end-user self-service + technician orchestration) reduces the 25-30% spent on labor. Michael didn't find a problem and then figure out monetization—he reverse-engineered a solution where product adoption directly expands customer margins. When your product makes customers structurally more profitable, adoption isn't a marketing problem. // Sponsors: Front Lines — We help B2B tech companies launch, manage, and grow podcasts that drive demand, awareness, and thought leadership. www.FrontLines.io The Global Talent Co. — We help tech startups find, vet, hire, pay, and retain amazing marketing talent that costs 50-70% less than the US & Europe. www.GlobalTalent.co   //   Don't Miss: New Podcast Series — How I Hire Senior GTM leaders share the tactical hiring frameworks they use to build winning revenue teams. Hosted by Andy Mowat, who scaled 4 unicorns from $10M to $100M+ ARR and launched Whispered to help executives find their next role. Subscribe here: https://open.spotify.com/show/53yCHlPfLSMFimtv0riPyM

Small and medium-sized businesses (SMBs) are significantly increasing their spending on cybersecurity solutions, with managed detection and response (MDR) and network detection and response (NDR) expected to grow by 107% and 118%, respectively. However, despite this financial commitment, a recent study reveals that 83% of SMBs do not conduct formal security awareness training, and nearly half lack established incident response protocols. This operational gap is concerning, as the average financial loss from a security incident for these businesses is estimated at $1.6 million. The study emphasizes that technology alone cannot address the underlying issues of process and expertise that leave many businesses vulnerable.Microsoft's sixth annual digital defense report highlights a troubling trend where over half of cyberattacks are now financially motivated, with ransomware and extortion being primary drivers. Critical public services, such as hospitals and local governments, are particularly at risk due to limited cybersecurity budgets and inadequate incident response capabilities. Nation-state actors are also evolving their tactics, with countries like China and North Korea increasing their cyber espionage efforts. Microsoft stresses the importance of organizations staying informed about threats and collaborating with industry peers to enhance their defenses.For managed service providers (MSPs), this situation presents a unique opportunity. Clients are investing in cybersecurity tools but require assistance in operationalizing these tools into effective security measures. MSPs can help by building processes, training personnel, and conducting tabletop exercises to ensure that businesses are not just purchasing products but are genuinely prepared for potential threats. The podcast emphasizes that cybersecurity is not merely about acquiring tools; it is fundamentally about preparedness and having a well-executed plan tailored to the business's needs.Additionally, the episode discusses recent product updates from various vendors, including Nerdio, SureWeb, and Veeam, which are introducing new AI tools and partner updates to enhance MSP operations. The importance of human capital in maintaining complex systems is also highlighted, particularly in light of Amazon's recent AWS outage, which was exacerbated by significant layoffs leading to a loss of institutional knowledge. The podcast concludes with a call for MSPs to audit their technology stacks and focus on the impact of workflows rather than just features, ensuring that they are prepared for any chaos that may arise. Four things to know today00:00 The Cybersecurity Paradox: SMBs Spend More Than Ever, But Stay Just as Vulnerable04:21 ConnectWise's Critical Automate Flaws Highlight the Growing Risk of On-Prem RMMs06:11 From Layoffs to Latency: Amazon's DNS Outage Reveals the True Cost of Lost Expertise09:06 AI, Compliance, and Cloud PCs: Vendors Race to Redefine MSP Efficiency Ahead of Microsoft's 2025 Shift This is the Business of Tech.    Supported by:  https://try.auvik.com/dave-switchhttps://cometbackup.com/?utm_source=mspradio&utm_medium=podcast&utm_campaign=sponsorship

An AWS outage sparks speculation. An F5 exposure and breach raise patching and supply-chain concerns. Salt Typhoon breaches a European telecom via a Netscaler flaw. A judge bans NSO Group from Whatsapp. China alleges “irrefutable evidence” of NSA hacking. Connectwise patches adversary in the middle risks. A Dolby decoder flaw enables zero-click remote code execution on Android. A Cyber M&A and funding surge signals a busy consolidation cycle.  Our guest Jeff Collins, CEO of WanAware, sharing how hospital consolidations are reshaping IT asset visibility and what it takes to close these gaps. One man's quest to make AI art legit.  Remember to leave us a 5-star rating and review in your favorite podcast app. Miss an episode? Sign-up for our daily intelligence roundup, Daily Briefing, and you'll never miss a beat. And be sure to follow CyberWire Daily on LinkedIn. CyberWire Guest Today we are joined by Jeff Collins, CEO of WanAware, sharing how hospital consolidations are reshaping IT asset visibility and what it takes to close these gaps. Selected Reading Cyberattack: Did China just bring Amazon down, along with Robinhood, Snapchat - what happened? Here's what experts are saying (The Economic Times) F5 breach exposes 262,000 BIG-IP systems worldwide (Security Affairs) Salt Typhoon Uses Citrix Flaw in Global Cyber-Attack (Infosecurity Magazine) Israeli spyware company blocked from WhatsApp (Courthouse News Service) China Says It Found Evidence of US Cyber Attack on State Agency (Bloomberg) ConnectWise Patches Critical Flaw in Automate RMM Tool (SecurityWeek) Vulnerability in Dolby Decoder Can Allow Zero-Click Attacks (SecurityWeek) NSO Group acquired by American investors. LevelBlue to acquire Cybereason. (N2K Pro Business Briefing) Creator of Infamous AI Painting Tells Court He's a Real Artist (404 Media) Share your feedback. What do you think about CyberWire Daily? Please take a few minutes to share your thoughts with us by completing our brief listener survey. Thank you for helping us continue to improve our show. Want to hear your company in the show? N2K CyberWire helps you reach the industry's most influential leaders and operators, while building visibility, authority, and connectivity across the cybersecurity community. Learn more at sponsor.thecyberwire.com. The CyberWire is a production of N2K Networks, your source for strategic workforce intelligence. © N2K Networks, Inc. Learn more about your ad choices. Visit megaphone.fm/adchoices

Microsoft is facing backlash from managed service providers (MSPs) for not adequately protecting them against aggressive pricing strategies employed by larger licensing solution providers. These larger entities are reportedly undercutting smaller MSPs by as much as 20%, leading to significant margin erosion and increased competition. The Cloud Solution Provider Program, which was designed to create a more equitable environment for smaller providers, has not been effectively enforced by Microsoft, leaving many MSPs feeling abandoned. Analysts warn that this trend may result in consolidation among partners, as smaller providers struggle to compete in a landscape increasingly favoring larger firms.In the realm of cybersecurity, MSPs are grappling with severe alert fatigue, with a recent survey indicating that over 75% of providers experience this issue monthly. The report highlights that larger firms are particularly affected, with nearly half of those employing over 500 staff facing daily fatigue due to excessive tools and poor integration, which leads to a high volume of false positives. Alarmingly, one in four alerts is a false positive, and many providers are hesitant to consolidate their security tools due to concerns about migration complexity and potential feature loss. Despite the clear advantages of integrating platforms and enhancing automation, only 31% of MSPs have adopted AI or security orchestration tools to alleviate their burdens.In product news, several companies have made significant announcements. SuperOps has launched an AI marketplace for MSPs in collaboration with Amazon Web Services, aiming to streamline the adoption of AI agents for various tasks. Kaseya introduced customer responsibility matrices to help MSPs comply with Department of Defense cybersecurity requirements, while ConnectWise expanded its remote monitoring and management platform to include third-party patching for over 7,000 applications. Synchro reported impressive operational efficiency improvements for a client, and Ignite unveiled a no-code framework for creating customized AI agents.Lastly, the podcast discusses the ongoing challenges faced by Intel and the vulnerabilities in Enable's remote monitoring and management solution. Intel is receiving substantial investments from SoftBank and potential support from the U.S. government, indicating a lack of market confidence in the company's performance. Meanwhile, Enable is dealing with two critical vulnerabilities that are being actively exploited, with nearly 900 servers still unpatched. The urgency for MSPs to apply updates and validate their security measures is emphasized, as these vulnerabilities pose significant risks to their operations. Four things to know today 00:00 Microsoft Faces Backlash as MSPs Accuse CSP Program of Favoring Larger Licensing Providers04:53 From SuperOps to Egnyte, Vendors Announce AI and Security Features—Syncro Stands Out With Measurable Results07:50 Chip Market Split: Intel Relies on Bailouts, Foxconn Rides Explosive AI Demand10:24 Shadowserver: Nearly 900 N-able N-central Servers Remain Unpatched Against Critical Vulnerabilities This is the Business of Tech.    Supported by: https://www.moovila.com/ https://scalepad.com/dave/ All our Sponsors: https://businessof.tech/sponsors/ Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/ Support the show on Patreon: https://patreon.com/mspradio/ Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com Follow us on:LinkedIn: https://www.linkedin.com/company/28908079/YouTube: https://youtube.com/mspradio/Facebook: https://www.facebook.com/mspradionews/Instagram: https://www.instagram.com/mspradio/TikTok: https://www.tiktok.com/@businessoftechBluesky: https://bsky.app/profile/businessof.tech

Send us a textCan cold plunges and clear values make you a better cybersecurity leader? In this introspective and energetic episode from IT Nation Secure 2025, Joey Pinz speaks with Joel Cahill—Wall Street veteran, father, and founder of Infima—to explore personal growth, MSP success, and how simplicity and service win in cybersecurity.

Send us a textHow do you lead 950 engineers and still make time for mechanical watches, family, and learning? In this thoughtful and energizing episode from IT Nation Secure 2025, Joey Pinz interviews David Raissipour, Chief Technology & Product Officer at ConnectWise.

Cybercriminals target financial institutions across Africa using open-source tools. Threat actors are using a technique called Authenticode stuffing to abuse ConnectWise remote access software. A fake version of SonicWall's NetExtender VPN app steals users' credentials. CISA and the NSA publish a guide urging the adoption of Memory Safe Languages. Researchers identify multiple security vulnerabilities affecting Brother printers. Fake AI-themed websites spread malware. Researchers track a sharp rise in signup fraud. A new Common Good Cyber Fund has been launched to support nonprofits that provide essential cybersecurity services. Tim Starks from CyberScoop joins us to discuss calls for a federal cyberinsurance backstop. A Moscow court says ‘nyet' to more jail time for cyber crooks. Remember to leave us a 5-star rating and review in your favorite podcast app. Miss an episode? Sign-up for our daily intelligence roundup, Daily Briefing, and you'll never miss a beat. And be sure to follow CyberWire Daily on LinkedIn. CyberWire Guest We are again joined by Tim Starks, Senior Reporter from CyberScoop. Tim discusses his recent piece on “Federal cyber insurance backstop should be tied to expiring terrorism insurance law, report recommends.” Selected Reading Cybercriminals Abuse Open-Source Tools To Target Africa's Financial Sector (Unit 42) Hackers Abuse ConnectWise to Hide Malware (SecurityWeek) Fake SonicWall VPN app steals user credentials (The Register) CISA Publishes Guide to Address Memory Safety Vulnerabilities in Modern Software Development (GB Hackers) New Vulnerabilities Expose Millions of Brother Printers to Hacking (SecurityWeek) Black Hat SEO Poisoning Search Engine Results For AI (ThreatLabz) Half of Customer Signups Are Now Fraudulent  (Infosecurity Magazine) Common Good Cyber Fund Launched to Support Non-Profit Security Efforts (Infosecurity Magazine) Russia releases REvil members after convictions for payment card fraud (The Record) Audience Survey Complete our annual audience survey before August 31. Want to hear your company in the show? You too can reach the most influential leaders and operators in the industry. Here's our media kit. Contact us at cyberwire@n2k.com to request more info. The CyberWire is a production of N2K Networks, your source for strategic workforce intelligence. © N2K Networks, Inc. Learn more about your ad choices. Visit megaphone.fm/adchoices

Send us a textStruggling to sell while managing tech? You're not alone. In this episode of Joey Pinz Conversations, we talk with startup founder and product visionary Jean Templin live from ConnectWise IT Nation Secure 2025. Jean dives into the very real sales challenges faced by MSPs and how AI-driven real-time coaching is transforming the conversation—literally.

Quasar RAT Delivered Through Bat Files Xavier is walking you through a quick reverse analysis of a script that will injection code extracted from a PNG image to implement a Quasar RAT. https://isc.sans.edu/diary/Quasar%20RAT%20Delivered%20Through%20Bat%20Files/32036 Delayed Windows 11 24H2 Rollout Microsoft slightly throttled the rollout of windows 11 24H2 due to issues stemming from the patch Tuesday fixes. https://learn.microsoft.com/en-us/windows/release-health/windows-message-center#3570 An In-Depth Analysis of CVE-2025-33073 Patch Tuesday fixed an already exploited SMB client vulnerability. A blog by Synacktiv explains the nature of the issue and how to exploit it. https://www.synacktiv.com/en/publications/ntlm-reflection-is-dead-long-live-ntlm-reflection-an-in-depth-analysis-of-cve-2025 Connectwise Rotating Signing Certificates Connectwise is rotating signing certificates after a recent compromise, and will release a new version of its Screen share software soon to harden its configuration. https://www.connectwise.com/company/trust/advisories KDE Telnet URL Vulnerablity The Konsole delivered as part of KDE may be abused to execute arbitrary code via telnet URLs. https://kde.org/info/security/advisory-20250609-1.txt

Patch Tuesday. Mozilla  patches two critical FireFox security flaws. A critical flaw in Salesforce OmniStudio exposes sensitive customer data stored in plain text. The Badbox botnet continues to evolve. AI-powered “ghost students” enrolling in online college courses to steal government funds. Hackers steal nearly 300,000 vehicle crash reports from the Texas Department of Transportation. ConnectWise rotates its digital code signing certificates. The chair of the House Homeland Security Committee announces his upcoming retirement. Our guest is Matt Radolec, VP of Incident Response, Cloud Operations & SE EU from Varonis, wondering if AI may be the Cerberus of our time. Friendly skies…or friendly spies?  Remember to leave us a 5-star rating and review in your favorite podcast app. Miss an episode? Sign-up for our daily intelligence roundup, Daily Briefing, and you'll never miss a beat. And be sure to follow CyberWire Daily on LinkedIn. CyberWire Guest On our Industry Voices segment, we have Matt Radolec, VP of Incident Response, Cloud Operations & SE EU from Varonis, sharing insights on AI: The Cerberus of our time. You can hear Matt's full interview here. The State of Data Security: Quantifying AI's Impact on Data Risk report from Varonis reveals how much sensitive data is exposed and at risk in the AI era. Learn more and get State of Data Security Report. Selected Reading Microsoft warns of 66 flaws to fix for this Patch Tuesday, and two are under active attack (The Register) Microsoft slows Windows 11 24H2 Patch Tuesday due to a 'compatibility issue'  (The Register) ICS Patch Tuesday: Vulnerabilities Addressed by Siemens, Schneider, Aveva, CISA (SecurityWeek) Firefox Patches Multiple Vulnerabilities That Could Lead to Browser Crash (Cyber Security News) Salesforce OmniStudio Vulnerabilities Exposes Sensitive Customer Data in Plain Text (Cyber Security News) CISO who helped unmask Badbox warns: Version 3 is coming (The Register) How Scammers Are Using AI to Steal College Financial Aid  (SecurityWeek) 300K Crash Reports Stolen in Texas DOT Hack (BankInfoSecurity) ConnectWise rotating code signing certificates over security concerns (Bleeping Computer) House Homeland Chairman Mark Green's departure could leave congressional cyber agenda in limbo (CyberScoop) Airlines Don't Want You to Know They Sold Your Flight Data to DHS (404 Media) Want to hear your company in the show? You too can reach the most influential leaders and operators in the industry. Here's our media kit. Contact us at cyberwire@n2k.com to request more info. The CyberWire is a production of N2K Networks, your source for strategic workforce intelligence. © N2K Networks, Inc. Learn more about your ad choices. Visit megaphone.fm/adchoices

Alternate Data Streams: Adversary Defense Evasion and Detection Good Primer of alternate data streams and how they are abused, as well as how to detect and defend against ADS abuse. https://isc.sans.edu/diary/Alternate%20Data%20Streams%20%3F%20Adversary%20Defense%20Evasion%20and%20Detection%20%5BGuest%20Diary%5D/31990 Connectwise Breach Affects ScreenConnect Customers Connectwise s ScreenConnect solution was compromised, leading to attacks against a small number of customers. This is yet another example of how attackers are taking advantage of remote access solutions. https://www.connectwise.com/company/trust/advisories Mark Your Calendar: APT41 Innovative Tactics Google detected attacks leveraging Google s calendar solution as a command and control channel. https://cloud.google.com/blog/topics/threat-intelligence/apt41-innovative-tactics Webs of Deception: Using the SANS ICS Kill Chain to Flip the Advantage to the Defender Defending a small Industrial Control System (ICS) against sophisticated threats can seem futile. The resource disparity between small ICS defenders and sophisticated attackers poses a significant security challenge. https://www.sans.edu/cyber-research/webs-deception-using-sans-ics-kill-chain-flip-advantage-defender/