Podcasts about msp

The recent acquisition of Small Biz Thoughts and IT Service Provider University by MSP Radio marks a significant shift in the landscape of resources available to Managed Service Providers (MSPs). This acquisition aims to ensure the continued stewardship of valuable intellectual property, including books and community resources, while allowing founder Karl Palachuk to refocus on his original goals of writing, speaking, and traveling. The deal emphasizes the importance of maintaining community engagement and enhancing the value of existing assets for the benefit of MSPs.Karl Palachuk discussed the filters he applied when selecting a buyer, prioritizing compatibility and the potential for growth within the community. He expressed a desire for the new ownership to actively utilize the acquired assets to foster a thriving environment rather than allowing them to stagnate. The conversation highlighted the importance of community in the tech industry, where collaboration and shared knowledge have historically driven success.In addition to the acquisition, the episode touched on the evolving role of AI in the MSP sector. Palachuk noted that while AI is set to enhance productivity, it will also necessitate a shift in the skills required for technicians and service providers. The discussion underscored the need for MSPs to adapt to these changes, as the industry faces a wave of mergers and acquisitions that could reshape service delivery models.For MSPs and IT service leaders, the implications of these developments are clear. The acquisition represents an opportunity to access a wealth of resources and knowledge while navigating the challenges posed by AI and market consolidation. Engaging with the Small Biz Thoughts community can provide valuable insights and support as MSPs work to enhance their service offerings and adapt to the changing landscape of technology and client needs.

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As rumors swirl around a major political fallout in Minnesota, Tara breaks down why this moment matters — and why the media can't spin its way out of it.

AI for tech support, Expanding your MSP, 2026 Tech predictions, Hekasoft Backup Restore

Send us a textReady to turn CISSP Domain 3.5 into practical moves you can deploy on Monday? We unpack how real SOC teams apply microsegmentation, identity-aware controls, and targeted inspection to crush lateral movement without dragging performance. Along the way, we demystify AI's role: where detection engineering benefits from crisp use cases, how Tier 1 triage speeds up, and why models still need human oversight and rigorous validation to stay trustworthy.We also step through common network design traps that drain budgets and weaken defenses. VLAN sprawl looks tidy on paper but collapses under hybrid cloud dynamics. Central chokepoints promise control yet introduce latency and single failure domains. The smarter path is selective inline inspection where risk is highest, strong encryption everywhere else, and host-based enforcement that understands identity and context after decryption. If you've been tempted to collapse controls into one “do-everything” appliance, we lay out the hidden cost: a fragile core that turns into a single point of failure when you need it most.To ground the theory, we walk through scenario-style questions that mirror real decisions security leaders face: stopping east-west movement, balancing HA with inspection, drawing zero trust boundaries that don't assume implicit trust, and enforcing policy on encrypted traffic. You'll leave with patterns you can adapt immediately: start small, define use cases, validate outputs like code, and iterate with tight feedback loops. Whether you run a SOC, partner with an MSP, or are targeting a first-time CISSP pass, this conversation gives you a clear map from concept to control. If this helped, follow the show, share it with a teammate, and leave a quick review so others can find it too.Gain exclusive access to 360 FREE CISSP Practice Questions at FreeCISSPQuestions.com and have them delivered directly to your inbox! Don't miss this valuable opportunity to strengthen your CISSP exam preparation and boost your chances of certification success. Join now and start your journey toward CISSP mastery today!

The conversation centers on the evolving role of automation in Managed Service Providers (MSPs), particularly the implementation of human-in-the-loop AI systems. Mathieu Tougas, CEO of Mizo Technologies, emphasizes that while automation can significantly enhance efficiency—reporting a 26% increase in technician capacity and a 30% reduction in escalations—maintaining human oversight is crucial for ensuring service quality. This approach allows technicians to delegate low-value tasks to AI agents while focusing on higher-value customer interactions, thereby preserving the essential human element in service delivery.Tougas outlines the methodology behind these efficiency gains, which involves analyzing ticket resolution times before and after deploying Mizo's solutions. The data indicates that technicians can handle more tickets in less time, which can lead to reduced staffing needs without compromising service quality. He also addresses common misconceptions among MSPs regarding AI, particularly the fear of losing control over service quality when delegating tasks to automated systems. Instead, he argues that AI should be viewed as a tool to enhance technician capabilities rather than replace them.The discussion also touches on the importance of integrating AI tools into existing workflows without causing disruption. Mizo Technologies employs a two-week fine-tuning period to adapt its systems to the specific processes of each MSP, ensuring a smoother transition and minimizing the need for extensive retraining. This gradual approach allows organizations to build trust in the AI systems while optimizing their service desk operations.For MSPs and IT service leaders, the key takeaway is the necessity of balancing automation with human oversight to maintain service quality. As the industry moves towards greater automation, understanding the right contexts for AI deployment and ensuring robust processes are in place will be essential for maximizing efficiency and customer satisfaction. Embracing AI thoughtfully can lead to significant operational improvements while still addressing the critical need for human interaction in service delivery.

In this enlightening episode of MSP Business School, host Brian Doyle engages with Taiye Lambo, an expert outside the traditional MSP community, to delve into the burgeoning world of AI. Introduced as a crucial discourse surrounding artificial intelligence, the conversation captures Taiye's insights on the myriad ways AI can be implemented responsibly, focusing on his Project Cerebellum initiative. Taiye Lambo's distinctive experiences, from his early days as an IT manager in the UK to his current work in AI governance, serve as a backdrop for this intriguing discussion. Throughout the episode, Taiye elaborates on the complexities of AI integration in modern technology, emphasizing the need for a balanced approach between innovation and risk management. The conversation encompasses discussions about frameworks like the NIST AI RMF and emerging regulations, such as the Texas Responsible AI Governance Act (TRAIGA). Taiye's passionate advocacy for harmonizing global AI standards and promoting an efficient, secure, and ethical approach to AI adoption is laid bare, making this episode a valuable listen for those invested in technology ethics and cybersecurity. Key Takeaways: AI Integration Complexity: The expanding role and potential challenges of AI in tech sectors necessitate a thoughtful approach to integration, prioritizing innovation without compromising security. Risk Management Balance: Organizations must evaluate their position on the innovation curve, balancing between leading-edge and laggard tendencies depending on their risk appetite. Regulatory Insight: The importance of aligning with frameworks like NIST AI RMF to meet emerging state-level AI regulations, as exemplified by Texas's upcoming AI governance law, is highlighted. Project Cerebellum's Mission: Taiye introduces his initiative's mission to harmonize AI best practices across global standards, offering practical tools and frameworks like the TAMEScore platform. Future of AI Governance: Encouragement for stakeholders to proactively engage with AI technologies, understanding the dual impacts, both beneficial and risky, of thes Guest Name: Taiye Lambo LinkedIn page: https://www.linkedin.com/in/taiyelambo/ Company: Holistic Information Security Practitioner Institute (HISPI) Website: https://www.hispi.org/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

Czy Twoi pracownicy są naprawdę zaangażowani czy tylko „odrabiają” etat? A może sam jako lider czujesz, że coraz trudniej o motywację, sens i energię do działania?W tym odcinku rozmawiam z Bartkiem Olejniczakiem, ekspertem HR, trenerem i coachem, który od lat wspiera liderów i zespoły w odzyskiwaniu radości z pracy. Rozmawiamy o tym, jak menedżer może pomóc innym nie wypalając przy tym siebie, jak tworzyć przestrzeń do sensownej pracy i co absolutnie nie działa w zarządzaniu ludźmi.Z tego odcinka dowiesz się:✔️dlaczego zanim pomożesz innym, powinieneś najpierw „zająć się sobą” jako lider,✔️jak rozpoznać, że Twój zespół traci sens i radość z pracy i jak to odwrócić,✔️ czym jest Job Crafting i jak realnie pomaga ludziom odzyskać satysfakcję zawodową,✔️jakie błędy najczęściej popełniają menedżerowie próbując motywować zespół,✔️kiedy warto... a nawet trzeba zwolnić ludzi,✔️jakie są największe bullshity w zarządzaniu zespołem.Bartek Olejniczak wspiera liderów i organizacje w budowaniu efektywnych zespołów, a pracowników w rozwijaniu ich potencjału. Jest ekspertem i konsultantem HR, trenerem, facylitatorem oraz coachem. Praktyk psychologii pozytywnej, certyfikowany konsultant badań DISC D3 i CliftonStrengths by Gallup. Jego talenty to: Indywidualizacja, Maksymalista, Wizjoner, Optymista i Zbieranie. Prowadzi podcasty „Zwinność osobista” i „Pozytywny miesiąc”, w których pomaga rozwijać kompetencje przyszłości i odkrywać pozytywne historie.LinkedIn: https://www.linkedin.com/in/bartekolejniczak/YouTube Zwinność osobista: https://www.youtube.com/@zwinnosc-osobistaSpotify Pozytywny miesiąc: https://open.spotify.com/show/3EizH1SymcHTfEY9PC6NIc?si=2c1d90a1260947b6Strona internetowa: https://zwinnoscosobista.pl/

In this episode of The IT Experts Podcast, I dig into one of the most misunderstood leadership habits inside MSPs, the one to one. I am joined by Julie Hutchinson, and together we explore why MSP 1:1s so often feel heavy, awkward, or avoidable, and what is really going on beneath the surface when leaders say they do not have time for them. This conversation is about stripping away complexity and bringing the focus back to clarity, trust, and leadership rhythm inside growing MSPs.     I speak to MSP owners and leaders every week who know that MSP 1:1s matter. They understand the theory. They know they should be happening regularly. Yet in practice, these meetings are often the first thing to be cancelled, rushed, or turned into task updates that add little value. Julie and I unpack why this happens so often. It is rarely a diary problem. More often it comes down to discomfort, uncertainty, and a lack of structure. When leaders are unsure what good looks like, avoidance quickly becomes the default.     Throughout the episode, I come back to a simple truth. MSP 1:1s are not about tasks. They are about people. When leaders turn one to ones into performance interrogations or reactive problem-solving sessions, trust slowly erodes. Team members become guarded. Leaders feel drained. The meeting becomes something to get through rather than something that creates progress. Julie shares how this shows up again and again in MSPs where growth has outpaced leadership capability, leaving managers unsure how to hold effective people conversations.     I also share why MSP 1:1s work best when they are treated as a leadership habit rather than a management tool. Consistency matters more than perfection. A regular rhythm creates psychological safety. Over time, people stop bracing themselves and start opening up. This is where real issues surface early, before they turn into disengagement, performance dips, or people quietly checking out. I see this constantly with MSPs who come to us thinking they have technical problems, when what they really have are unresolved people issues that better one to ones could have surfaced sooner.     A big part of the conversation is about ownership. Julie challenges the idea that leaders need to carry the entire meeting. Effective MSP 1:1s are a shared responsibility. When team members are encouraged to bring topics, reflect on their own progress, and talk openly about what they need, the dynamic shifts. The meeting becomes lighter, more focused, and far more productive. Leaders stop feeling like they are dragging information out of people and start having proper conversations instead.     We also talk openly about the emotional side of MSP 1:1s. Many leaders avoid them because they fear difficult conversations. I am very clear on this point. Avoiding these conversations does not remove the difficulty, it delays it. When feedback is withheld, frustration builds on both sides. When issues are named early, with care and clarity, relationships strengthen. The confidence to do this well comes from practice and from having a simple structure to lean on.     Another important insight we explore is that MSP 1:1s are not the place to fix everything. They are the place to notice patterns. I explain how leaders can listen for themes across multiple one to ones and then address systemic issues elsewhere, rather than trying to solve every problem in isolation. This reduces pressure on the meeting and helps leaders think more strategically about their teams and their business.     Julie also shares practical guidance on what good actually looks like. MSP 1:1s should feel human. They should create space for personal check in, professional development, and honest dialogue. When leaders show up with curiosity rather than judgement, trust grows naturally. Over time, these meetings become one of the strongest tools an MSP has for retaining good people, developing future leaders, and maintaining momentum through change.     We close the conversation with a reminder that leadership is learned through doing. Nobody starts out brilliant at MSP 1:1s. The leaders who improve are the ones who commit to the rhythm, reflect on what is working, and stay open to feedback themselves. When one to ones are done well, they stop being hard work and start becoming one of the most rewarding parts of leading an MSP.     If you want to strengthen your leadership rhythm and make MSP 1:1s simpler and more effective, this episode will give you clarity, reassurance, and practical next steps you can apply straight away.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.    Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK    And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

Discover how industry veteran Larry Meador, Cavelo's new Channel Chief, is transforming the MSP channel. Cavelo empowers Managed Service Providers with a unified Attack Surface Management and Data Security Posture Management platform—offering automated data discovery, classification, vulnerability management, and compliance-ready solutions. Built for MSPs and MSSPs, Cavelo helps partners reduce cyber risk, streamline operations, and deliver scalable, data-first security services that boost profitability and client trust.   Full Video Podcast Link: https://youtu.be/D6xFmrlUXDY --------------------------------------------------- Connect with us! --------------------------------------------------- MSP Unplugged https://mspunplugged.com/ Paco Lebron from ProdigyTeks:Powered by MSP Owners Group Email: paco@mspunplugged.com Rick Smith from Renactus Technology  Email: rick@mspnplugged.com Justin Gilliam from Bacheler Technologies https://www.linkedin.com/in/justin-gilliam-96288a56

Laith Palhawan, CEO and founder of OrangeCrew, has successfully transitioned his managed IT services company into the public sector by becoming GSA certified, allowing him to provide IT services to government agencies. This shift has required a deep understanding of compliance and security requirements that differ significantly from those in the private sector. In the public sector, clients expect adherence to strict standards and predefined solutions, which contrasts with the more flexible and responsive approach typically found in private business engagements.Pahlawan's experience highlights the challenges of profitability in the managed services landscape, particularly when working with government contracts that often yield lower margins of 10-15%. He emphasizes the importance of strategic partnerships and effective business analysis to maintain sustainable margins. By utilizing tools like Power BI and Kaseya, OrangeCrew can track time and resources spent on each client, allowing for informed decisions about which clients to prioritize and which to decline based on profitability and demand.The episode also delves into OrangeCrew's innovative use of artificial intelligence (AI) to enhance internal operations and client services. Pahlawan has developed a centralized database that integrates various data sources, enabling the use of AI to analyze client interactions and identify potential issues proactively. This system not only improves operational efficiency but also positions OrangeCrew as a forward-thinking MSP capable of offering advanced solutions to clients, particularly in the realm of AI.For MSPs and IT service leaders, the insights shared by Pahlawan underscore the necessity of adapting to evolving client needs, particularly regarding compliance and AI integration. As businesses increasingly rely on AI for operational efficiency, MSPs must enhance their understanding of data management and automation to remain competitive. The conversation serves as a reminder that embracing new technologies and strategic partnerships can lead to sustainable growth and improved service delivery in a challenging market.

I just wrapped a full day of calls with 75 MSP business owners about goal setting, and I heard all the mistakes I've made myself over 20+ years—from leading eight sales turnarounds to turning around a 40-year-old PE-backed company to its highest revenue ever. The most common mistakes? Inaccurate goals where the math doesn't map. Unrealistic goals that look good in December but are dead by March. Setting them too high so your team quietly thinks "that's never happening," or too low creating a complacent half-ass culture. Or worst of all—not setting goals at all. Here's why I'm passionate about this: the right goals manage for you, change behavior, and help people make decisions when you're not around. But bad goals make terrible people look good and great people look bad, which ruins your culture. This episode breaks down why I don't believe in "shoot for the moon, hit the stars"—that just means you're constantly missing and creating a losing culture. Learn why starting small and building a winning habit matters more than big aspirational numbers, why your goals need integrity (not pencil marks that change when you're behind), and how to rebuild momentum with bite-sized wins instead of resetting the whole target.//Welcome to Repeatable Revenue, hosted by strategic growth advisor , Ray J. Green.About Ray:→ Former Managing Director of National Small & Midsize Business at the U.S. Chamber of Commerce, where he doubled revenue per sale in fundraising, led the first increase in SMB membership, co-built a national Mid-Market sales channel, and more.→ Former CEO operator for several investor groups where he led turnarounds of recently acquired small businesses.→ Current founder of MSP Sales Partners, where we currently help IT companies scale sales: www.MSPSalesPartners.com→ Current Sales & Sales Management Expert in Residence at the world's largest IT business mastermind.→ Current Managing Partner of Repeatable Revenue Ventures, where we scale B2B companies we have equity in: www.RayJGreen.com//Follow Ray on:YouTube | LinkedIn | Facebook | Twitter | Instagram

In this engaging episode of MSP Business School, host Brian Doyle is joined by Sam Glynn—a notable figure in the GRC landscape—to pull back the curtain on the intricacies of compliance within MSPs. Sam Glynn shares his wealth of expertise from a career that has advanced from IT management in financial services to becoming a specialist in cybersecurity and compliance. Listeners are introduced to the significance of GRC, particularly how MSPs can align themselves with increasing regulatory demands while fostering profitability and customer satisfaction. The episode delves into the hurdles MSPs face when confronted with compliance audits and assessments. Sam explains how MSPs can view these assessments as opportunities to strengthen client relationships and increase revenues rather than as adversarial encounters. With an emphasis on understanding the framework alignment and the nuanced art of risk management, the conversation underscores the importance of embracing these challenges to enhance services and outcomes. The episode wraps up with a focus on Sam's advisory role, offering a perspective that's both realistic and strategic for organizations striving to improve their security posture. Key Takeaways: Understanding GRC: Sam Glynn illustrates how MSPs can navigate Governance, Risk, and Compliance to achieve compliance while maintaining profitability and improving service delivery. Partnering for Success: Enlisting experts like Sam can transition an MSP's role from a mere service provider to a strategic partner capable of advising clients on risk management and compliance. Framework Alignment & Risk Management: Embrace the interpretive nature of risk management processes, focusing on impacts and likelihoods to develop robust and tailored security strategies. Regulatory Insights: Compliance is not solely about meeting regulatory requirements; MSPs must also consider best practices for comprehensive security that addresses today's threats. VCISO Clarity: The role of a virtual Chief Information Security Officer (VCISO) extends beyond IT technicalities to include governance, risk management, and strategic alignment with organizational objectives. Guest Name: Sam Glynn LinkedIn page: https://www.linkedin.com/in/samglynnie/ Company: Secure and Assure Website: https://secureandassure.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

The episode reviews the outcomes of predictions made for 2025, highlighting the evolving role of automation and AI in Managed Service Providers (MSPs). Key findings indicate that while generative AI has improved data accessibility, it has not fully resolved existing reporting issues related to data quality and governance. Additionally, the anticipated widespread adoption of autonomous IT systems among small and medium-sized businesses (SMBs) has not materialized, as many still rely on traditional remote monitoring and management (RMM) tools. The episode emphasizes that AI governance and advisory services have become central to modern MSP offerings.Further analysis reveals that while AI-driven legal services gained traction, MSPs have not widely adopted these as packaged offerings. Instead, they have focused on AI compliance and regulatory advisory services. The discussion also touches on the mixed results of fraud prevention becoming a standard service, with significant growth in some sectors but uneven adoption across the board. The episode concludes with a scorecard of predictions, noting a few clear successes in AI governance and readiness consulting, while highlighting a notable miss regarding decentralized MSP models.Looking ahead to 2026, the episode presents several predictions that reflect the increasing importance of automation in IT services. It suggests that MSPs whose revenue models still depend heavily on human labor will face pressure to adapt, as automation becomes the primary driver of service scalability. The discussion also raises concerns about accountability in automation, predicting that individuals may be held responsible for failures in automated systems, emphasizing the need for robust governance frameworks.The implications for MSPs and IT service leaders are significant. As automation becomes the production system for IT services, providers must focus on governance, risk management, and advisory roles to differentiate themselves in a competitive landscape. The episode underscores the necessity for MSPs to evolve their service offerings and business models to align with these trends, ensuring they remain relevant and capable of delivering value in an increasingly automated environment.

Today, my guest is Adam Dickinson, whose journey took him from planning a career in medicine, to becoming a Mandarin-speaking intelligence analyst with the FBI for 15 years, covering everything from cyber issues to counterintelligence and even terrorism. In this episode, we dig into what led Adam to the FBI, the unexpected turns in his career, and how pivotal moments—both personal and professional—prompted deeper reflection on identity, growth, and purpose. We discuss how he's translated those experiences into his new chapter as a business owner, and talk about the importance of intuition, critical thinking, and balancing logic with your gut in decision-making. Whether you're grappling with change, rethinking your direction in business, or fascinated by journeys from federal service to entrepreneurship, there's something here for you. So, let's jump right in! -- 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.

Overview: In this episode of the SMB Community Podcast, hosts James Kernan and Amy Babinchak discuss the top opportunities for Managed Service Providers (MSPs) looking ahead to 2026. They focus on the importance of AI integration, data management, and the need for proper training, as well as compliance and governance issues. They also touch on the ongoing trends in mergers and acquisitions within the MSP industry. Additional topics include leveraging industry awards for marketing and the ongoing debate around cryptocurrency investments. The episode is full of actionable advice for MSPs aiming to stay ahead in a rapidly evolving industry. --- Chapter Markers: 00:00 Introduction and Welcome  02:01 MSP Question of the Week: Top Opportunities for MSPs in 2026 02:53 AI and Data Management 05:42 Compliance and Regulations 08:34 Mergers and Acquisitions 11:15 Training and Readiness for AI 15:57 MSP Titans Event 19:37 Crypto Investments 22:10 Conclusion and Wrap-Up --- New Book Release: I'm proud to announce the release of my new book, The Anthology of Cybersecurity Experts! This collection brings together 15 of the nation's top minds in cybersecurity, sharing real-world solutions to combat today's most pressing threats. Whether you're an MSP, IT leader, or simply passionate about protecting your data, this book is packed with expert advice to help you stay secure and ahead of the curve. Available now on Amazon! https://a.co/d/f2NKASI --- Sponsor Memo: Since 2006, Kernan Consulting has been through over 30 transactions in mergers & acquisitions - and just this past year, we have been involved in six (6). If you are interested in either buying, selling, or valuation information, please reach out. There is alot of activity and you can be a part of it. For more information, reach out at kernanconsulting.com

In this episode of The IT Experts Podcast, Ian Luckett and Stuart Warwick sit down to share their Reflections of 2025, looking back on a year that has been full of growth, challenge, learning, and perspective. This is a candid and human conversation, where business lessons blend naturally with life lessons, offering MSP owners space to pause, reflect, and reset as another year comes to a close.     The conversation opens with a shared acknowledgement of how quickly the year has passed and how important it is to take time to reflect before rushing into planning the next chapter. These Reflections of 2025 are not about performance for the sake of it. They are about understanding what truly mattered, what created momentum, and what quietly drained energy along the way. Ian and Stuart explore the idea that businesses exist to serve life, not the other way around, and that clarity often comes from slowing down rather than pushing harder.     On a personal level, both hosts share openly about significant moments from the year. Stuart reflects on the long and emotional journey of moving house after many years, using it as a reminder that worthwhile outcomes often come with frustration, uncertainty, and moments where it feels easier to give up. The lesson is simple and powerful. If something feels right, staying with it and trusting the process often matters more than speed. These Reflections of 2025 highlight how resilience is built through lived experience, not theory.     Ian shares deeply personal insights around family, vision, and legacy. One of the most meaningful parts of his year has been the progress made toward creating an assisted living home for his son. What began as a vision shared with clients and peers has slowly taken shape through conversations, introductions, and aligned support. This journey reinforces a theme that runs throughout the episode. When you are clear on what matters and willing to speak it out loud, the right people often appear at the right time. Reflections of 2025 show that vision creates movement long before results are visible.     Professionally, the discussion turns to the evolution of The MSP Growth Hub and the lessons learned from working closely with MSP owners throughout the year. Ian reflects on how challenging sales and marketing have felt at times, particularly as buyer behaviour continues to shift. Funnels dried up during parts of the year, engagement patterns changed, and familiar tactics stopped delivering the same results. Rather than seeing this as failure, these Reflections of 2025 frame it as feedback. Listening more closely to clients, paying attention to how people are buying, and staying consistent with helpful content has proven more valuable than chasing quick wins.     Stuart shares his professional highlight of the year, which has been building greater scalability and resilience into the Growth Hub. Expanding the team, strengthening delivery frameworks, and creating clearer structures has allowed more MSPs to be supported without Ian and Stuart becoming bottlenecks. These Reflections of 2025 underline an important truth for MSP owners. Sustainable growth comes from systems, people, and rhythm, not heroic effort.     Both hosts speak about the privilege of watching clients grow not only in revenue, but in confidence, clarity, and leadership. Seeing MSP owners pay off debt, hire with confidence, improve cash flow, and regain control of their time has been one of the most rewarding outcomes of the year. These Reflections of 2025 remind listeners that numbers matter, though personal growth and resilience often come first.     The conversation also explores frustration. Ian and Stuart are honest about wanting to help more people and feeling impatient at times with the pace of impact. There is recognition that consistency matters deeply, whether in marketing, leadership, or personal health. Stopping and starting creates drag, while steady effort compounds quietly over time. Reflections of 2025 reinforce that progress rarely comes from dramatic change. It comes from repeated, intentional action.     Health and wellbeing feature strongly in the closing reflections. Stuart shares lessons learned from supporting family through illness and recovery, highlighting the importance of strength, resilience, and looking after yourself long before you need to. Ian echoes this, reflecting on how physical health underpins the ability to show up for family, business, and life. These Reflections of 2025 gently remind listeners that success without health is fragile.    As the episode closes, Ian and Stuart thank listeners for their continued support and trust. The podcast exists to help MSP owners feel less alone, gain clarity, and make better decisions. These Reflections of 2025 are an invitation to pause, take stock, and move forward with intention into the year ahead.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon!   

Doug Green, Publisher of Technology Reseller News, sat down with Ian Richardson, Founder and CEO of Fox & Crow, to explore a topic that many MSPs underestimate until it becomes painful: lead qualification. While generating leads often gets the spotlight, Richardson argues that chasing the wrong prospects can quietly drain revenue, morale, and long-term growth. Drawing on his experience as a former MSP owner, Richardson explained how poorly qualified leads consume senior technical resources, distract sales teams, and can even damage existing customer relationships. “Landing a bad customer is worse than not signing them at all,” he said, noting that MSP onboarding often reveals fundamental misalignment only after months of effort and sunk cost. Richardson outlined a practical framework for qualification that goes beyond firmographics. MSPs must determine whether a prospect views IT as a strategic investment or merely a cost to be minimized—an insight that can only be uncovered through early conversations, often starting with frontline staff. This mindset distinction, he emphasized, is the real gatekeeper to sustainable, profitable client relationships. The discussion also addressed scale and focus, with Richardson cautioning MSPs against stepping outside their ideal customer profile in pursuit of larger deals. Even seemingly attractive opportunities can become “bad-fit accounts” that erode margins and stability. Through Fox & Crow, Richardson positions his firm as a strategic partner helping MSPs build disciplined, organic sales engines that prioritize fit, focus, and long-term value over raw lead volume. More information about Fox & Crow is available at https://www.foxcrowgroup.com/. Software Mind Telco Days 2025: On-demand online conference Engaging Customers, Harnessing Data

Agentforce is everywhere and everything but in speaking to many ISVs, they are still wondering when is the right time to lean into AI with more than just a story. Where in the hype cycle are we is something I wonder about a lot. So I set out to find an ISV that is actually succeeding in the Agentforce world and that journey led me to Igor Stosic, CEO of Quadrix Soft who make Goat Email on the AppExchange, as my next guest on How We Got There. They are actually selling the first Agentforce use cases for customers, which has to be making AEs covering those accounts VERY happy. Igor is based out of Serbia so we touch on the geographical benefits and challenges around being an ISV out of Europe. They've found a lot of success driving leads from the AppExchange from a gtm perspective. We touch on what has been working and mistakes made along the way, sharing transparent feedback about how to build an app that goes wide so you can know what works for customers and lean into those items.But then we dove into the main topic of Agentforce. We touched on various concepts like how they came up with the Agentforce use case, how they monetize the Agentforce element, and much more. A specific example a use case where they use Agentforce is variability of tone based on the location of the customer that you are interacting with - sending an email to someone in the US looks different from sending an email to someone in Germany.If you are curious about Agentforce, this episode is for you. This episode is brought to you by Tequity Advisors . Tequity Advisors is a global sell-side M&A advisory firm with core expertise in SaaS and ISVs, Salesforce, ServiceNow, SAP, Microsoft, all things Data and AI, and the hyper scaler MSP cloud ecosystems with a focus on the Salesforce ecosystem and beyond! #salesforce #isv #gtm #salesforcepartners #appexchange

Join The Arena here:https://www.thearenasummit.com/arenacommunityFind Tim Ross:https://www.youtube.com/@UpsetTheWorldStudioshttps://www.instagram.com/upsetthegramhttps://www.upsettheworld.com/mentorshipSign up for The Seven Frequencies Workshop here!https://www.thearenasummit.com/7frequenciescertificationIn this powerful MSP 100 conversation, Aaron McManus, Erwin McManus, and Tim Ross explore mental health with uncommon honesty, especially as December intensifies loneliness, reflection, and emotional weight for many people. Tim shares his deeply personal journey through childhood sexual abuse, addiction to pornography, decades of therapy, and the breakthrough moments that helped him identify trauma, address it, and refuse to let it define his future, emphasizing the role of vulnerability, empathy, storytelling, and intentional relationships in real healing. Erwin reflects on his own faith journey, from a life-giving introduction to church to encountering toxic leadership in Los Angeles that resulted in years of extreme stress, mental health strain, and family pain, underscoring the danger of unsafe spiritual environments and the necessity of having people who are genuinely for you. Together, they examine the challenges leaders face in being vulnerable, the importance of creating supportive cultures for pastors, men, and families, and how dissociation, shame, and unprocessed trauma can quietly shape identity. The conversation also addresses parenting with transparency, modeling vulnerability for children, supporting men's mental health, celebrating growth and success, and shifting identity toward who we are becoming rather than what we've survived. Throughout the episode, faith is presented not as denial of pain but as a pathway through it—one that embraces therapy, community, courage, and celebration as essential tools for healing, leadership, and lasting transformation.Join the Mind Shift community here: http://erwinmcmanus.com/mindshiftpodFollow On Socialhttps://www.youtube.com/@ErwinRaphaelMcManushttps://instagram.com/mindshiftpodhttps://instagram.com/erwinmcmanushttps://instagram.com/aaroncmcmanusJoin The Newsletter!https://erwinmcmanus.com/newsletter

Cyber attacks are no longer a future problem or a Silicon Valley issue. They are happening right now across the United States, quietly and relentlessly, targeting local governments, public agencies, schools, police departments, fire services, and critical infrastructure that most people rely on every day. In this episode of the Security Squawk Podcast, we break down the uncomfortable truth about the current cyber threat landscape and why much of it is flying under the radar. We start with a major data breach involving 700Credit, a financial services company widely used by car dealerships across the country. The breach impacted an estimated 5.8 million consumers, exposing sensitive personal information including names, addresses, birth dates, and Social Security numbers. What makes this incident especially troubling is that it originated through a third-party integration and went undetected until it was too late. This is a textbook example of how supply chain risk, weak API oversight, and poor third-party visibility continue to plague organizations of all sizes. For business owners, IT leaders, and managed service providers, this breach highlights a critical lesson. Security controls inside your own environment are meaningless if your partners, vendors, or integrations are not held to the same standard. Attackers know this, and they are exploiting it aggressively. Next, we shift to a growing and deeply concerning trend involving nation-state threat actors, particularly Russian-backed groups targeting network edge devices. Firewalls, VPN appliances, routers, and other edge infrastructure are now prime targets because they offer direct access to internal networks and often remain poorly monitored or improperly configured. These attacks are not always sophisticated zero-day exploits. In many cases, they succeed because of exposed management interfaces, outdated firmware, or weak credentials. This matters because edge devices sit at the front door of nearly every organization. Once compromised, they allow attackers to persist quietly, move laterally, and stage future attacks without triggering traditional endpoint defenses. The takeaway is clear. If you are not actively inventorying, patching, and monitoring your edge infrastructure, you are already behind. Then we pull the lens back even further and focus on what may be the most underreported cyber crisis happening today. Public sector organizations across the United States are under sustained cyber attack. Cities, towns, school districts, emergency services, and municipal agencies are being hit week after week. These incidents rarely make national headlines. Instead, they show up in small local news outlets, if they are reported at all. We discuss a real-world incident in Attleboro, Massachusetts, where a cybersecurity event disrupted online municipal services and briefly appeared on local television. Stories like this are happening everywhere. From ransomware attacks that shut down city services to breaches that expose resident data, public organizations are being targeted because attackers know they are often underfunded, understaffed, and slow to recover. Using data from ransomware.live and other tracking resources, we highlight how widespread these attacks really are. Thousands of U.S.-based victims are logged publicly, many of them tied to government or quasi-government entities. This is not random. It is a calculated strategy by cybercriminals who understand the pressure public agencies face to restore services quickly, often making them more likely to pay ransoms or quietly rebuild without public disclosure. Throughout the episode, we connect these stories to practical lessons for businesses, MSPs, and IT professionals. Cybersecurity is no longer about preventing every breach. It is about resilience, visibility, and response. It is about understanding where your real risk lies and taking proactive steps before an incident forces your hand. If you work in IT, run an MSP, manage infrastructure, or support public organizations, this episode delivers insight you can use immediately. We cut through the noise, skip the fear marketing, and focus on what actually matters in today's threat environment. Security Squawk exists to make cybersecurity real, relevant, and actionable. If this episode brings value to you, please subscribe, leave a review, and share it with someone who needs to hear it. And if you want to support the show directly, the easiest way is to buy us a coffee at https://buymeacoffee.com/securitysquawk Your support helps us keep producing honest conversations about the threats most people never see until it's too late.

In this episode of the Know Grow Scale podcast, Laura Johns, founder and CEO of The Business Growers, interviews Matt Yesbeck of MSPX about innovative solutions for MSP growth. Matt introduces MSPX, the first unified marketplace for buying and selling managed services contracts, and shares the company's origin story and unique value propositions, including its Client Compass portfolio optimizer tool. The discussion also delves into the platform's subscription model, the process of identifying contracts for divestiture, and the potential for accelerated revenue through their marketplace. Tune in to learn how MSPX can help your MSP streamline operations and grow more effectively.   00:00 Welcome to the Know Grow Scale Podcast 00:25 Introducing Matt and MSPX 00:38 The Birth of MSPX 02:19 Challenges and Solutions in the MSP Industry 04:18 How MSPX Marketplace Works 06:06 Identifying and Divesting Bad Clients 09:12 Client Compass: Optimizing Your Portfolio 12:59 Subscription Plans and Success Stories 16:07 How to Get Started with MSPX 16:42 Conclusion and Final Thoughts _________________________________________________________ The Business Growers: https://www.instagram.com/thebizgrowers/ _________________________________________________________ About The Business Growers: Many Managed Services Providers and IT companies struggle to grow because they are constantly putting out fires and don't have the bandwidth to focus on the marketing strategy and execution required to scale the business. At The Business Growers, we believe you shouldn't have to hire a full-time marketing team to compete in the marketplace. We work exclusively with MSPs and IT companies, serving as their tech marketing dream team and offering a proven framework for revenue growth. Visit us at https://thebusinessgrowers.com

In this episode of the MSP Business School, host Brian Doyle is joined by Ian Richardson of Fox and Crow to discuss the critical topic of growth for Managed Service Providers (MSPs) and common sales pitfalls. Ian shares his journey from the founding to the eventual sale of his MSP and highlights key lessons learned from mistakes in outbound sales practices. The conversation delves into the scientific approach and data-driven insights that can help MSPs overcome the stagnation typically faced once initial networks and referrals are exhausted. The discussion focuses on the importance of consistent outbound activity and effective communication with prospects to maintain growth momentum. Ian emphasizes personal interactions over relying solely on technology and automation, advocating for a "dial the phone" strategy to reach potential clients and gather valuable insights. Additionally, Ian introduces Instinct, a software solution developed at Fox and Crow that leverages data from millions of outbound dials to provide MSPs with competitive intelligence and performance diagnostics. The episode concludes with strategic advice for MSPs to shape their sales. Key Takeaways:  Understand MSP Sales Challenges: Ian Richardson shares his insights on the common missteps and challenges faced by MSPs when it comes to sales and growth. Embrace Outbound Consistency: The importance of consistent and targeted outbound calling is stressed as a crucial component to generating new leads and appointments.  Leverage Competitive Intelligence: Using competitive insights and data analytics can help MSPs position themselves favorably in the market and respond proactively to competitors' actions. Invest in Training and Systems: Effective sales processes require dedicated time, training, and the right tools to support sales reps and optimize outcomes. Utilize Technology Wisely: While technology and analytics are useful, Ian stresses the need to prioritize personal interactions and relationships in business development. Show Website: https://mspbusinessschool.com/ Guest Name: Ian Richardson  LinkedIn page: https://www.linkedin.com/in/ianalexanderrichardson/ Company: Fox & Crow Website: https://www.foxcrowgroup.com/ Host  Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

Welcome back to the Ultimate Guide to Partnering® Podcast. AI agents are your next customers. Subscribe to our Newsletter: https://theultimatepartner.com/ebook-subscribe/ Check Out UPX:https://theultimatepartner.com/experience/ Jen Odess, Group Vice President of Partner Excellence at ServiceNow, joins Vince Menzione to discuss the company’s incredible transformation from an IT ticketing solution to a leading AI-native platform for business transformation. Jen dives deep into how ServiceNow has strategically invested in and infused AI into its unified platform over the last decade, enabling over a billion workflows daily. She also outlines the critical role of the partner ecosystem, which executes 87% of all implementations, and reveals the company’s strategic initiatives, including its commitment to the hyperscaler marketplaces, the goal to hit half a billion dollars in annual contract value for its Now Assist AI product, and the push for partners to adopt an ‘AI-native’ methodology to capitalize on the fact that customers still want over 70% of AI buying to be done through partners. Key Takeaways ServiceNow is an ‘AI-native’ company, having invested in and built AI directly into its unified platform for over a decade. The company’s core value today is in its unified AI platform, single data model, and leadership in workflows that connect the entire enterprise. ServiceNow will hit $500 million in annual contract value for its Now Assist AI products by the end of 2025, making it the fastest-growing product in company history. An astonishing 87% of all ServiceNow implementations are done by its global partner ecosystem, highlighting their crucial role. The company is leveraging the half-trillion-dollar opportunity of durable cloud budgets by driving marketplace transactions and helping customers burn down cloud commits using ServiceNow solutions. To win in the AI era, partners must adopt AI internally, co-innovate on the platform, and strategically differentiate themselves to rank higher in the forthcoming agentic matching system. Key Tags: ServiceNow, AI-native platform, Now Assist, Jen Odess, partner excellence, workflow leader, AI platform for business transformation, hyperscalers, Microsoft Azure, Google Cloud, AWS, marketplace transactions, cloud commits, AIDA model, agentic matching, F-Pattern, Z-Pattern, group vice president, MSP, GSI, co-innovation, autonomous implementation, technical constraints, visual hierarchy, UX, UI, responsive design. Ultimate Partner is the independent community for technology leaders navigating the tectonic shifts in cloud, AI, marketplaces, and co-selling. Through live events, UPX membership, advisory, and the Ultimate Guide to Partnering® podcast, we help organizations align with hyperscalers, accelerate growth, and achieve their greatest results through successful partnering. Transcript: Jen Odess Audio Podcast [00:00:00] Jen Odess: The AI platform for business transformation, and I love to say to people, it sounds like a handful of cliche words that just got stacked together. The AI platform for business transformation. Yeah. We all know these words, so many companies use ’em, but it is such deliberate language and I love to explain why. [00:00:20] Vince Menzione: Welcome to, or welcome back to The Ultimate Guide to Partnering. I’m Vince Menzi on your host, and my mission is to help leaders like you achieve your greatest results through successful partnering. Today we have a special leader, Jen Odes is the GVP for Partner Excellence at ServiceNow. And joins me here in the studio in Boca Raton. [00:00:40] Vince Menzione: Jen, welcome to the podcast. Thanks, Vince. It’s so great to be here. I am so thrilled to welcome you. To Boca Raton, Florida. Our podcast home look at this amazing background we have Here is this, and this is where we host our ultimate partner Winter retreat. Actually, in February, we’re gonna give that a plug. [00:00:58] Vince Menzione: Okay. I’d love to have you come back. I’d love to have an invite. And you flew in this morning from Washington DC [00:01:04] Jen Odess: I did. It was 20 degrees when I left my house this morning and this backdrop. Is definitely giving me, island South Florida like vibes. It’s fabulous. [00:01:13] Vince Menzione: And we’re gonna talk about ServiceNow. [00:01:14] Vince Menzione: And you’re also opening an office down here? We [00:01:17] Jen Odess: are [00:01:17] Vince Menzione: in West Palm Beach. Not too far from where we are. Yes. Later 2026. Yeah. I love that. And then so we’ll work on the recruiting year, but let’s dive in. Okay. So thrilled to have ServiceNow and to have you in the room. This has been an incredible time for your organization. [00:01:31] Vince Menzione: I have been watching, obviously I work with Microsoft. We’ve had Google. In the studio, Amazon onboard as well. And other than those three organizations, I can’t think of any other legacy organization that has embraced AI more succinctly than ServiceNow. And I thought we’d start there, but I really wanna spend some time getting to know you and getting to know your role, your mission, and your journey to this incredible. [00:01:57] Vince Menzione: Leadership role as a global vice president. We’ll talk about Or [00:02:01] Jen Odess: group. Group Vice president. I know it doesn’t roll off the tongue. I get it. A group vice president doesn’t roll. [00:02:05] Vince Menzione: G-V-P-G-V-P doesn’t roll off the time. And in some organizations it is global. It is in other organizations, it’s group. So let’s, you’re not [00:02:12] Jen Odess: the first to say global vice president. [00:02:14] Jen Odess: Okay. I’ll take either way. It’s fine. [00:02:15] Vince Menzione: Yeah. Yeah. And might be a promotion. Let’s talk. Let’s talk about that. Let’s talk about you and your career journey and your mission. [00:02:22] Jen Odess: Yeah, so I’ve been at ServiceNow for five years. In fact, January will be like the five year anniversary and then it will be the beginning of my sixth year. [00:02:31] Jen Odess: Amazing. And I actually got hired originally to build out the initial partner enablement function. So it didn’t really exist five years ago. There was certainly enablement that happened to Sure. All individuals that were. Using, consuming, buying ServiceNow, working with ServiceNow. But the partner enablement function from pre to post-sale, that whole life cycle didn’t exist yet. [00:02:54] Jen Odess: So that was my initial job. I got hired to run partner enablement and it before. And how big [00:02:59] Vince Menzione: was your partner organization at that point? It must have been pretty small. [00:03:01] Jen Odess: It was actually not as small as you would think. Gosh, that’s a great question. You’re challenging my memory from five years ago. [00:03:08] Jen Odess: I know that we’re over 2,500 partners today and we add hundreds every year, so it had to have been in the low one thousands. Wow. Is where we were five years ago. But the maturity of the ecosystem is grossly larger today than it was then. I can imagine. So back then there was less than 30,000 individuals that were skilled on ServiceNow to sell or solution or deliver. [00:03:34] Jen Odess: Today there’s almost a hundred thousand. Wow. So yeah that’s like the maturity in the capability within the ecosystem. But before I start on my ServiceNow and my group vice president. Which is a great role, by the way. Group Vice President. Yeah. Partner Excellence group. I’m very proud of it. [00:03:49] Jen Odess: But but let me tell you what brought me here, please. So I actually came from a partner, but not in the ServiceNow ecosystem. Okay. I won’t name the partner, but let’s just say it’s a competitor, a competitive ecosystem. And I worked for a services shop that today I would refer to as multinational. [00:04:11] Jen Odess: Kind of a boutique darling, but with over 1,500 consultants, so Okay. A behemoth as well? Yeah. Privately held. And we were a force to be reckoned with, and it was really fun. I held so many roles. I was a customer success manager. I led the data science practice at one point. I ran global alliances and partnerships. [00:04:35] Jen Odess: At one point I was the chief of staff to the CEO at the time that company was acquired. Big global si. And and then at one point I even spun off for the big global SI and helped run a culture initiative to transform co corporate culture. Wow. Very inside the whole organization. Wow. That is very, yeah. [00:04:54] Jen Odess: Really interesting set of roles. And the whole reason I came to ServiceNow is by the time I was concluding that journey in that ecosystem on the services side, I felt like. I didn’t fully understand what it meant to be on the software product side. And I often felt like I approached friction or moments of frustration and heartache with resentment for the software company. [00:05:20] Jen Odess: Sure. Or maybe just a lack of empathy for what they must be going through as well. It always felt like I was on the kind of [00:05:26] Vince Menzione: negative you were on the other side of the table. Totally. [00:05:27] Jen Odess: Yeah. And, or maybe like the redheaded stepchild kind of a concept as a partner. And so I sought out to. Learn more, which is probably a big piece of my journey is just constant curiosity. [00:05:38] Jen Odess: Nice. And I thought I think the thing I’m missing is seeing what it means firsthand to be on the software product side. And that was what led me to a career at ServiceNow. Five years strong. Yeah. So [00:05:50] Vince Menzione: talk about partner experience for those who don’t know what that means. [00:05:53] Jen Odess: Yeah. Today my role is partner excellence, but it used to be partner experience. [00:05:58] Jen Odess: Okay. And so the don’t. Yeah, that’s normal to say both things. And they actually mean two very different things. [00:06:04] Vince Menzione: Yeah, I would say so. [00:06:05] Jen Odess: And we deliberately changed the title about a year ago. So today, partner Excellence is about really ensuring that we build a vibrant AI led ecosystem. And that’s from the whole life cycle of the partner, from the day they choose to be a partner and onboard, and hopefully to the day they’re just. [00:06:23] Jen Odess: Thriving and growing like crazy, and then across the whole life cycle of the customer pre to post sale. So it’s, we are almost like the underpinning and the infras infrastructure. Someone once said it’s like we’re the insurance policy of all global partnerships and channels. That’s how we operate across global partnerships and channels and service Now. [00:06:42] Vince Menzione: And you have a very intimate relationship with those partners. We’re gonna dive in on that as well. Yes. But let’s talk about this time like no other. I talk about tectonic shifts at all of our events. People that listen to our podcasts know we talk about the acceleration of transformation, and it’s happening so fast. [00:06:58] Vince Menzione: It was happening fast even during COVID. But then. I’ll call this date or time period, the November 20, 22 time period when Chat GPT launched. Oh yeah. And that really changed the world in many respects, right? Yeah. Microsoft had already leaned in with chat, GPT, Google, we talked to Google about this. [00:07:17] Vince Menzione: Even having them in the room was like, they were caught flatfooted in a way, and they had a lot of the technology and they didn’t lean in. But it feels like ServiceNow was one of the first, certainly on the ISV side of the house and refer to the term ISV. Loosely, because hyperscalers are ISVs as well. [00:07:34] Vince Menzione: They were early to lean in and have leaned it in such a way from a business application perspective that I believe we haven’t seen embracing and infusing AI into your platform. I was hoping we could dive in a little bit on ServiceNow from a. Kinda legacy, what the organization was and is today. [00:07:56] Vince Menzione: And then also this infusion of AI into the platform. If you don’t mind, [00:07:59] Jen Odess: I love this topic. Okay. And I feel like it’s such a privilege to talk about ServiceNow on this topic because we really are a leader in the category. I’ll almost rewind back to over 20 years ago when the company was founded. [00:08:11] Jen Odess: Today, fast forward, we are so much more than an IT ticketing company. We are, [00:08:16] Vince Menzione: but that was the legacy. That’s how I knew service now 20 years ago. [00:08:19] Jen Odess: And what a beautiful legacy. Yeah. But we have expanded immensely beyond that. And that’s the beautiful story to tell customers. That’s so fun. [00:08:28] Jen Odess: But what what I love is that. So 20 years ago, that was where we started. And today, do you know that over a billion workflows are put to work every single day for our customers? A billion [00:08:38] Vince Menzione: workflows, over a billion workflows. That’s crazy. [00:08:40] Jen Odess: And 87% of all implementations for ServiceNow were done by partnerships. [00:08:46] Jen Odess: And channels. That’s fantastic. So you think about those billion plus workflows daily, all because of our partner ecosystem. This is my small plug. I’m just very proud 80, proud 86%. [00:08:56] Vince Menzione: Did you hear that? Part’s 86%. [00:08:57] Jen Odess: Amazing. And so that’s like what we’re, that’s what we’re a leader in the category. We are a leader in workflows categorically. [00:09:05] Jen Odess: But then over a decade ago, we started investing in ai. We started building it right into our platform, and this becomes the next kind of notch on our belt, which is we are a unified platform. Nothing is bolted on, nothing is just apid in. Yeah, it is a unified platform. So all of that AI that for the past decade we’ve been building in into our platform. [00:09:28] Jen Odess: Just in our AI platform, which is now what we are calling it, the AI platform. [00:09:34] Vince Menzione: And I would say that unless you were a startup starting up from scratch today and building on an LLM, we were building in a way I don’t think any other organization’s gonna actually state that [00:09:45] Jen Odess: what’s actually why we call ourselves AI native. [00:09:47] Jen Odess: Yeah, beca for that exact reason. And that’s who we’re competing with a lot these days, is the truly AI native startups where they didn’t have, the 20 years. Previously that we had, but that’s what makes us so unique in the situation, is that unified AI platform, a single data model that can connect to anything. [00:10:07] Jen Odess: And then the workflow leader. And when you put all those things together, AI plus data, plus workflows and that’s where the magic happens. Yeah. Across the enterprise. It’s pretty cool. [00:10:17] Vince Menzione: That is very cool. And you start thinking about, and we start talking about agent as a, as an example. Let’s talk about this for a second. [00:10:23] Vince Menzione: You, when what is this bolt-on, we could use the terms co-pilot, we could use Ag Agent ai, but they are generally bolted onto an existing application today. So take us through the 10 years and how it has become a portion or a significant portion. Of ServiceNow. [00:10:41] Jen Odess: When say the question a little bit more. [00:10:43] Jen Odess: Like when you say it’s, yeah, when which examples have bolted on? [00:10:47] Vince Menzione: So exa, we, what we see today is the hyperscalers coming out with their own solution sets, right? They’re taking and they’re offering it up to their ecosystem to infuse it into their product and portfolio. To me, those that look like bolted on in many respects, unless it’s an AI need as a native organization, a startup organization. [00:11:07] Vince Menzione: They’re mostly taking and re-engineering or bolting onto their existing solutions. [00:11:12] Jen Odess: I follow. Yeah. Thank you for giving me a little more context. So I call this our any problem. It’s like one of the best problems to have we can connect into. Anything, any cloud, any ai, any platform, any system, any data, any workflow, and that’s where any hyperscaler, and that’s the part that makes it so incredible. [00:11:32] Jen Odess: So your word is bolt on, and I use the word any the, any problem. Yeah. We’ve got this beautiful kind of stack visual that just, it’s like it just one on top of the other. Any. Any, and no one else can really say that. I gotta see [00:11:45] Vince Menzione: that visual. Yeah. Yeah. So talk about this a little bit more. So you’re uniquely positioned. [00:11:52] Vince Menzione: Let’s talk about how you position, you talked about being AI native. What does that imply and what does that mean in terms of the evolution of the platform? From ticketing to workflows to the business applications? What are the type of applications Yeah. Markets, industries that you’re starting to see. [00:12:08] Jen Odess: So I’ll actually answer this with, taking on a small, maybe marketing or positioning journey. So there was a time when our tagline would be The World Works with ServiceNow. There was a time when it was, we put AI to work for people and today and it, I think it was around Knowledge 2025, this came out. [00:12:28] Jen Odess: It was the AI platform for business transformation. And I love to say to people, it sounds like a handful of. Cliche words that just got stacked together. The AI platform for business transformation. Yeah. We all know these words, so many companies use ’em, but it is such deliberate language and I love to explain why. [00:12:46] Jen Odess: So the first is the AI platform is calling out that we are an AI native platform. We are a unified platform. It’s a chance to say all that goodness I already shared with you. Yeah. And the business transformation is actually telling the story of no longer being a solution. Point or no longer being an individual product that does X. [00:13:06] Jen Odess: It’s about saying. The ServiceNow platform can go north to south and east to west across your entire enterprise. Okay. Up and down the entire tech stack. Any. And then east to west, it can cut across the enterprise, the C-suite, the buying centers, all into one unified AI platform. With one data model. [00:13:26] Jen Odess: I love it. And so I love that AI platform for business transformation actually has so much purpose. [00:13:32] Vince Menzione: It does. So you’re going across the stack, so you’re going all the way from the bottom layer, all the way up to the top from the ue. Ui. And then you’re going across the organization, right? You’re going across the C-suite, you’re going across all the business functions of an organization. [00:13:46] Vince Menzione: Correct. And so the workflows are going across each of those business functions? [00:13:49] Jen Odess: Correct. And then our AI control tower is sitting at the very top, governing over all of it. [00:13:53] Vince Menzione: I love the control tower. [00:13:54] Jen Odess: I know the governance, security risk protocol, managing all the agents interoperability. Yeah. [00:14:01] Vince Menzione: And then data at the very bottom right. [00:14:03] Vince Menzione: Controlling all those elements and the governance of the data and the right, the cleanliness of the data and so on. Yeah. That’s incredible. I we could probably talk about business applications. I know one, in fact, I’ve had a person sit in this, your chair from we’ll call it a large GSIA very significant GSI one of the top five. [00:14:21] Vince Menzione: And they took ServiceNow and they applied it to their business partnering function. And they used, and we, you probably don’t know about this one, but I know that that’s a, an example of taking it and applying it all across all the workflows, across all the geographies of the organization and taking a lot of the process that was all done manually. [00:14:40] Vince Menzione: That was stove pipe business processes that were all stove piped and removing the stove pipe and making for a fluid organizational flow. [00:14:47] Jen Odess: And I’ll bet you the end user didn’t even realize ServiceNow was the backend. That’s some of the greatest examples actually. [00:14:53] Vince Menzione: Yeah. Yeah. So Jen, we work with all the hyperscalers. [00:14:56] Vince Menzione: We have a very strong relationship with Microsoft. Goes back many years, my back to my days at Microsoft and we’ve had Google in the room. We have AWS now as well. We bring them all together because we believe that partners work with, need to work with all three. And I know that you have had an interesting transformation at ServiceNow around the hyperscalers. [00:15:16] Vince Menzione: I was hoping you could dive in a little deeper with us. [00:15:19] Jen Odess: Yeah. We are so proud of our relationships with the hyperscalers, so the same three, so it’s Microsoft Azure, Google Cloud, and AWS. And really it’s it’s a strategic 360 partnership and our goal is really to drive marketplace transactions. [00:15:34] Jen Odess: So ServiceNow selling in all of their marketplaces and then. Burn down of our customers cloud commits. I love it. It’s really a beautiful story for our customers and for the hyperscalers and for ServiceNow. And so we’ve, it’s brand, it’s a brand new announcement from late in the year 2025. Love it. And we’re really excited about it. [00:15:51] Vince Menzione: Yeah. And then we, and we get all of the marketplace leaders in the room. So we’ve worked with all of those people. And one of the key points about this is there is over a half a trillion dollars in durable cloud budgets with customers that [00:16:08] Vince Menzione: Already committed to, I know, so that tam available, a half a trillion dollars is available to customers to burn down and utilize your solutions and professional services with partners as well in terms of driving a complete solution. [00:16:21] Jen Odess: That’s exactly the motion we’re pushing is to go and leverage those cloud commits to get on ServiceNow and in some cases, maybe even take out other products to go with ServiceNow and actually end up funding the transition to ServiceNow. Yeah. Yeah. [00:16:37] Vince Menzione: So you serve thousands of customers today, thousands of customers. [00:16:42] Vince Menzione: I can’t even. Fathom the exact number, but you have this partner ecosystem that you described, and their reach is even more incredible, like hundreds of thousands. Yeah. So tell us a little bit more about how you think about that, and then how do you drive the partner ecosystem in the right way to drive this partner excellence that you described. [00:17:02] Jen Odess: Yeah, that’s a great question. So yeah, thousands of ServiceNow customers and we’re barely scratching the surface in comparison to our partners customers. So we have over 2,500 partners Wow. In our ecosystem. And today they cut across what I would call five routes to market. That partners can go to market with ServiceNow. [00:17:21] Jen Odess: Okay. The first is consulting and implementation. This will be your classic kind of consulting shop or GSI approach. The second is resell, just like it sounds. Yep. [00:17:30] Vince Menzione: Transactional. [00:17:31] Jen Odess: Yep. The third is managed service provider. [00:17:33] Vince Menzione: Okay. [00:17:34] Jen Odess: The fourth is what we call build, which is. The ISV, strategic Tech partner realm, and then the fifth is hyperscaler. [00:17:43] Jen Odess: Those are the five routes to market. So partners can choose to be in one or all or two. It doesn’t matter. It’s whichever one fits the kind of business they want to go drive. Nice. Where they’re. Expertise lies. And then we’ve got partners that show up globally, partners that show up multinational and partners that show up regionally and then partners that show up locally, in country and that’s it. [00:18:06] Jen Odess: And we really want a diverse set of partners capable of delivering where any of our customers are. So it’s important that we have that dynamic ecosystem where we really push them. We’re actually trying hard to balance this. Yeah, you would’ve heard it from many of your other partners. This direct versus indirect. [00:18:24] Jen Odess: Yes. Motion. For anyone listening that doesn’t know the difference, right? Direct is ServiceNow is selling direct to a customer, there might be a partner involved influencing that will implement. Yeah, likely but ServiceNow is really driving the sale versus indirect where the whole thing routes through the partner. [00:18:39] Jen Odess: Right? Which is your classic reseller or managed service provider and often a an ISV. And you know that balance is never gonna be perfect ’cause we’re not gonna commit to go all direct or all indirect. We’re gonna continue to sit in this space where we’re trying to find a healthy balance. [00:18:56] Jen Odess: So I find a lot of our time trying to figure out how do you set all those parties up for success? Yeah. The parties are the ServiceNow field sellers? And then you’ve also got the partnerships and channels, so the ecosystem, and then you’ve got the people in global partnerships and channels. So my broader organization, and we’re all trying to figure out how to work harmoniously together and it’s a lot of, it is my job to get us there. [00:19:19] Jen Odess: And so we use lots of things like incentives and benefits and we will put in place gated entry, really strategic gated entry. What does [00:19:29] Vince Menzione: gated entry mean? [00:19:30] Jen Odess: Yeah. What I mean is if you want to have a chance at being matched with a customer Yeah. For a very specific deal. Or it’s really one of three to get matched. [00:19:41] Jen Odess: ‘Cause you can never match one-to-one. It has to be three or more. Okay. We have good compliance rules in place. Yeah. But in order to even. Like surface to the top of the list to be matched. There’s a gated entry, which is, you’ve gotta have validated practices. Okay. Which is how, it’s these various ways, as you described, you quantify and qualify the partner’s capabilities. [00:20:00] Vince Menzione: Yeah. So you have to meet these qualifications. Yes. And you could be one of three to enter and be. Potentially matched, considered significant or Yes. Match for this deal? [00:20:08] Jen Odess: Yes, that’s exactly right. So we use, various things like that. And then we try to carve what I would call dance card space reseller in commercial, try to sit here and like carve by geo, by region, by country dance card space as well to help the partners really know exactly where they can unleash versus, hey, this is the process and the rules of engagement. To go and sell alongside the direct org sales organization [00:20:33] Vince Menzione: and you’re gonna have multiple partners in the same opportunities. [00:20:37] Vince Menzione: Absolutely not. Not necessarily competing with each other. There’s three competing each with each other, but also you’re gonna have other partners that provide different capabilities as well. You might have that have some that are just transac. Those are gonna be those channel or reseller partners. [00:20:52] Vince Menzione: You might have an MSP that’s actually delivering, or at least providing some type of managed service on top of the stack. Like supporting the customer. Yeah. And then you might have an SI GSI an integration partner that’s also doing the con the consulting work around getting the solution to meet with the customer’s requirements. [00:21:12] Vince Menzione: Would you say [00:21:13] Jen Odess: so? That’s exactly right. Yeah. And actually in. AI era, we’re seeing more of it than ever. And even on the smaller deals, maybe not the GSIs on the smaller deals, but we’re seeing multiple partners come in to serve up their specific expertise, which is actually a best practice. That’s [00:21:33] Vince Menzione: terrific. [00:21:33] Jen Odess: We don’t want. If you’ve got an area that’s a blind spot and you’re a partner, but that’s something your customer is buying from you, there’s no harm in saying let’s bring in an expert in that category to deliver that piece of the business. That’s right. And we’ll maybe shadow and watch alongside. [00:21:46] Jen Odess: So we’re seeing more and more of it. And I actually think like the world of. Partnerships and ecosystems. If I go back to like my previous ecosystem as well, it’s become so much more communal than ever before. Yes. This idea that we can share and be more open and maybe even commiserate over the things, gosh, I can’t believe we have the same frustrations or we have the same. [00:22:09] Jen Odess: Wow, that’s amazing. And you’re in this country. And I’m in this country. And so we’re seeing more and more coming together on deals which I really respect a lot. ’cause So one of the new facts we’ve just learned actually, Vince, is that. Of all the ai buying that customers are doing out there, they actually still want over 70% of it to be done by partners. [00:22:32] Vince Menzione: Yes. [00:22:33] Jen Odess: So even though it looks like it could be maybe set up easy configured, easy plug and play it. It to get, it’s not real ROI. You still need a partner with expertise in that industry or that domain, or in that location or in that language to come and bring the value to life. And we will certainly accelerate, help accelerate time to value with things that ServiceNow will do for our partners. [00:22:56] Jen Odess: But if over 70% is gonna go to partners and AI is so new, wouldn’t you want more than one partner Sometimes on a absolutely on a deal, at least while we’re all learning. I think we can keep ebbing and flowing [00:23:07] Vince Menzione: on this. We you, I dunno if Jay McBain, ’cause we’ve had him in the room here and he is a, he’s an analyst that does a lot of work around this topic. [00:23:14] Vince Menzione: And we talk about the seven seats at the table because there are, again, you need more you, first of all, you need to have your trusted, you need to have the organizations that you work with. And you also, in the world of ai, with all of the tectonic shifts, all the constant changing that’s going on right now, I need to make sure that I have the right. [00:23:31] Vince Menzione: People by my side that I can trust, they can help me deliver what I need to deliver. ’cause it might have changed from six months ago. And the technology is changing. Everything is changing so rapidly right now. So again, having all those right people I want to pick up on something ’cause we talked a little bit about MSPs and they’ve become a favorite topic of ours. [00:23:52] Vince Menzione: I have become acutely aware of the Ms P community recently. I kinda looked at them as well. There’s little small partners, but you’ve suggested this as well. They have regional expert, they have expertise in a specific area. And can be trusted, and maybe you’re integrating multiple solution sets for a customer. [00:24:11] Vince Menzione: But we’ve seen this MSP community become very vibrant lately, and I feel like they woke up to technology and to AI in such a big way. Can you comment on that? [00:24:20] Jen Odess: So we feel and see the same thing I’ve always valued what managed service providers bring to the table. It’s like that. [00:24:26] Jen Odess: Classic are you a transformation shop or are you a ta? The tail end or the run business shop? And so many partners are like we’re both, and I wanna be like, but are you? But now I feel like we finally are seeing the run business is so fruitful. So AI is innovating. All the time. [00:24:46] Jen Odess: We, we are innovating as a AI platform all the time. What used to be six month, every six months family releases of our software. Yeah. It became quarterly and now we’re practically seeing releases of new innovation every six to eight weeks. So why wouldn’t you want a managed service provider? Paying close attention to your whole instance on ServiceNow and taking into account all the latest innovation and building it into your existing instance, and then looking out for what new things you should be bringing in. [00:25:20] Jen Odess: So that’s the beauty of the, it’s almost partnerships, observing, and then suggesting how to keep. Doing better and more and better versus always jumping straight back to complete redesign and transformation. Yeah, and that’s one of the things I like about the MSPs in this space. [00:25:36] Vince Menzione: So let’s broaden out from this part of the conversation ’cause you’re giving specific guidance to the MSPs, but let’s think about this whole partner community. [00:25:43] Vince Menzione: And you’ve seen this transformation coming over to ServiceNow and even within ServiceNow these last five years. How do these organizations need to think differently? And how do they need to structure their services in this newent world? [00:25:58] Jen Odess: Great question. There’s really four things that I think they have to be thoughtful of. [00:26:02] Jen Odess: The first is maybe the most obvious they have to adopt AI as their own ways of doing work methodology. Delivery, whatever it is, because only through the, it’s not about taking out people in jobs, it’s about doing the job faster, right? It’s about getting the customer to value faster so that adoption of AI will make or break some partners. [00:26:24] Jen Odess: And our goal is that every partner comes on the other side of this AI journey, thriving and surviving. So we’re really pushing. This agenda. And maybe later I can talk to you a little bit more about this autonomous implementation concept. Please. ’cause I that will [00:26:37] Vince Menzione: resonate. So you’re saying they need to, we used to use the term eat their own dog food. [00:26:41] Vince Menzione: Now it’s drink your own champagne. Yeah. But they need to adopt it as well internally. [00:26:46] Jen Odess: Yeah. And I think whether they’re using, I hope they’re using ServiceNow as like a client, zero. To do some of that adoption. But there’s lots of other tools that are great AI tools that will make your job and your day-to-day life and the execution of that job easier. [00:26:59] Jen Odess: So we want them adopting all of that. The second is, we really need to see partners. Innovating on the ServiceNow platform. Yeah. And whether that’s building agents AI agents that go into the ServiceNow store, whether it’s building a really fantastic solution that we wanna joint jointly go to market with, or maybe it’s one of those embedded solutions you were commenting where the end user doesn’t even know that the backend, like a tax and audit solution that is actually just. [00:27:29] Jen Odess: The backend is all ServiceNow. Yeah. But that partner is going to market and selling it to all their customers. Exactly. So I think this co-innovation is gonna be a place that we will really win in market. The third is if a partner wants to stand out right now, they have to differentiate on paper too. [00:27:47] Jen Odess: It’s gotta like what does that mean? So if there’s 2,500 partners. And it’s not like we don’t walk around and just say, you should talk to this partner. Yeah. Or here’s my secret list. You should, we don’t do that. That’s not good business and it’s not compliant. So we have algorithms that take all the quantitative and qualitative data on our partners and they know all the data points ’cause it’s part of the partner program Nice. [00:28:10] Jen Odess: That they adhere to and then ranks them on status. And all those data points are what I’m referring to as on paper. You’ve gotta be differentiated. So whether or not you wanna be great at one thing or great across the whole thing, think about how all of those quantitative and qualitative data points are making you stand out, because that’s where those matches that I was referring to. [00:28:35] Jen Odess: Yes. That’s where that’s gonna come to life. And it’s skills, it’s capabilities. It’s deployments. So Proofpoint and deployments, customer success stories, csat, all the things. So [00:28:47] Vince Menzione: those are all the qualifi qualifiers for and more, but those are the types [00:28:49] Jen Odess: of qualifications. Yeah. [00:28:51] Vince Menzione: And then do your, does your sales organization do a match against that based on a customer’s requirements that they’re working with and who they work with and co-sell with? [00:29:00] Jen Odess: And I feel like you just lobbed me the greatest question. I didn’t even know you were gonna ask it, but I’m so glad you did. So today. Today there is something called a partner finder, which is which is nice, but it’s a little bit old school in a world of ai. Yeah. So you go to servicenow.com, you click partner from the top navigation, and then it says find a partner and you can literally type in the products you’re buying the country, you’re, that you’re headquartered out of. [00:29:26] Jen Odess: Whatever thing you’re looking for. And it will start to filter based on all those data points, the right partners, and you can actually click right there to be connected to a partner. So lead generation. Okay, interesting. But where we’re going is a agentic matching right in our CRM for the field. Oh. So those data points are gonna matter even more, and that’s where the gated. [00:29:48] Jen Odess: I say gated entry, which is probably too extreme, right? It’s really gated. If you wanna surface toward the top, there’s gated parameters to try to surface to the top, but those data points will feed the algorithm and it will genetically match right in our CRM for the field. Who are the best suited partners? [00:30:09] Jen Odess: Would you like to talk to them? [00:30:10] Vince Menzione: Okay. And so is it. Partner facing? Is it sales team facing [00:30:14] Jen Odess: Right now? It’s sales. It’ll, when it goes live, it will be sales team facing. Okay. But we have greater ambition for what partners can do with it. Yeah. Not just in the indirect motion, but also what partners may be able to do with it to interface with our field. [00:30:30] Jen Odess: The. [00:30:31] Vince Menzione: The, yeah the collaboration [00:30:33] Jen Odess: opportunity. Which is always a friction point that we’re working on [00:30:36] Vince Menzione: always because it’s very manual. It’s people intensive. Yeah. Partner development managers sitting on both sides of the equation and the interface between the sales organization and a partner organization is not always the. The easiest. So right. Automated, quite a bit of that. [00:30:49] Jen Odess: My boss is obsessed with the easy button, which I know is a phrase many of us in the US know from I think it’s an Office Depot, all these ways in which we can have easy button moments for the partner ecosystem is what we’re trying to focus on. [00:31:01] Jen Odess: I love the easy button. [00:31:02] Vince Menzione: Yeah. And I love your boss too. Yeah, he’s fabulous. Fabulous. So Michael and I go back like many years ago. You must have, [00:31:08] Jen Odess: yeah. You must have had paths crossing on numerous occasions. [00:31:12] Vince Menzione: Yeah we we worked together micro I’m going to hijack the session for a second here. [00:31:16] Vince Menzione: But when I first came to Microsoft, he was leading a, the se, a segment of the business, and he invited me to come to his event and interviewed me on stage at his event. [00:31:26] Jen Odess: No way. [00:31:26] Vince Menzione: And we got to know each other and yeah. So he was terrific. He was what a great find for, oh, he’s for service now. [00:31:32] Vince Menzione: He’s really [00:31:32] Jen Odess: has been a fantastic addition [00:31:34] Vince Menzione: to the global partnerships and channels team. And Michael, we have to have you on the podcast. Yes. Or cut down here in the studio at some point too with Jen and I. That’d be great. So this is terrific. We are getting it’s an incredible time. [00:31:44] Vince Menzione: It’s going so fast this time, 2022 was, seems like it was five, it feels like it was almost 10 years ago now. It wasn’t that we just started talking about it and you were implementing AI 10 years ago, but it wasn’t getting the attention that it’s getting today. And it really wasn’t until that moment that it really started to kick off in a way that everybody, yeah. It became pervasive overnight I would say. But now we’re starting 2026, like we’re at. This precipice of time and it’s continuing. I don’t even know what 2030 is gonna look like, right? So I’m a partner. [00:32:16] Vince Menzione: What are the one, two, or three things that I need to do now to win over and work with ServiceNow? [00:32:23] Jen Odess: One, two or three things? I’ll tell you the first thing. So today ServiceNow will end up hitting 500 million in annual contract value in our Now Assist, which is our AI products by the end of 2025, which is the fastest growing product in all of ServiceNow history. [00:32:37] Jen Odess: That’s one product that’s so there’s lots of SKUs. Yeah, but it is. It’s our AI product. Yeah. And it is, but yeah, because of all the various ways. [00:32:45] Vince Menzione: So half a billion dollars, [00:32:46] Jen Odess: half a billion by the end of 2025. And I think, someone’s gonna have to keep me honest here, but if memory serves me right, the first skews didn’t even launch until 2024. [00:32:54] Jen Odess: So we’re talking about wow, in a year it’s fast. Over 1,700 customers are live with our now assist products. Again, in a matter of, let’s call it over, a little over a year, 1,700 partners. So I think the first thing a partner needs to do is they’ve gotta get on this AI bandwagon, and they’ve gotta be selling and positioning AI use cases to their customers, because that’s the only way they’re gonna get. [00:33:20] Jen Odess: Experience and an opportunity to see what it feels like to deliver. So we have to do that. And I think you could sell a big use case like that big, we talked north, south, east, west, you could do that whole thing. Brilliant. But you could also start small. Go pick a single use case. Like a really simple example of something you wanna, some work you wanna drive productivity on. [00:33:41] Jen Odess: Yeah. And make sure you’ve got multiple stakeholders that love it and then go drive proving that use case. That’s what we’re telling a lot of partners. That’s the first thing. The second is they have got to build skills on AI and they have to keep up with it. And so we’re trying to really think about our broader learning and development team at ServiceNow is just next level. [00:34:00] Jen Odess: And they’re really re-imagining how to have more real time bite size. Training and enablement that will help individuals keep up with that pace of innovation. So individuals have got to get skilled. Yes. On AI today, of that a hundred thousand or so individuals in the ecosystem right now, about 35% of those individuals hold one or more AI credential. [00:34:25] Jen Odess: Again, that’s in a little over a year, which is the fastest growing skill development we’ve ever had, but it should be a hundred percent. Yeah. All of our goals should be that every account is being sold ai. ’cause that’s where the customer’s gonna get to value a ServiceNow is if they have the AI capabilities. [00:34:40] Jen Odess: And [00:34:41] Vince Menzione: how are you providing enablement and training? Is it all online? It’s, we have [00:34:44] Jen Odess: all sorts of ways of doing it. So that we have ServiceNow University, which is just a really robust, learning platform. Elba is our professor in residence. Very cool. Which is very cool. And they’re all content. [00:34:57] Jen Odess: Is free to partners. The training is free to partners that is on demand. Beyond that, partners can still get, instructor led training, whether that’s in person or virtual. And then my team offers enablement. That’s a little bit more, it’s like not formal training, it’s more like hands-on labs and experiences. [00:35:17] Jen Odess: We bring in lots of groups that sit around me that help and we very cool hands on with partners face-to-face. And do you do an annual event where you bring all these partners together? No, because we do we have three major milestones a year for partners. So the first is at sales kickoff, which is coming up the third week in January. [00:35:33] Jen Odess: And alongside sales kickoff is partner kickoff. Okay. And so we do a whole day of enabling them. So that’s your [00:35:39] Vince Menzione: partner kickoff? [00:35:40] Jen Odess: That’s partner kickoff. But of the, of all the partners in the ecosystem, it’s not like they can all make it. So we still also record and then live stream some of the content there. [00:35:49] Jen Odess: Then at Knowledge, there’s a whole partner track at Knowledge and same concept. Yeah, it’s like it’s all about customers and we wanna, build as much pipeline and wow as many customers as possible, but we also need to help our partners come along the journey. Then the third and final moment is in September, always, and it’s called our Global Partner Ecosystem Summit. [00:36:08] Jen Odess: We should have you, I’d love to join this next year. I love that. And it’s really, that’s the one time if sales kickoff is all about the sales motion in the field and knowledge is all about the customers and getting customers value. Global Partner Ecosystem Summit is only about the partners, what they need, why they need it, and what we’re doing to make their lives easier. [00:36:28] Jen Odess: I love it. Yeah. I’ll be there September. I love it. Dates yet set yet? I have to, it’s getting locked. I’ll get it to you. [00:36:34] Vince Menzione: Okay. All right. I’ll, we’ll be there. Okay. So you’ve been incredible. I just love having you. We could spend hours, honestly, and I want to have you back here. I’d love to, I have you back for a more meaningful conversation with the hyperscalers. [00:36:45] Vince Menzione: Talk to some of the partners that join us at Ultimate Partner events. We’ll find a way to do that, but I have this one question. It’s a favorite question of mine, and I love to ask all my guests this. Okay. You’re hosting a dinner party. And you could host a dinner party anywhere in the world. We could talk about great locations and where your favorite places are, and you can invite any three guests from the present or the past to this amazing dinner party. [00:37:11] Vince Menzione: We had one guest who wanted to do them in the future, like three people that hadn’t reached a future date. Whom would you invite Jen and why? [00:37:21] Jen Odess: Oh, first of all, you’re hitting home for me because I love to host dinner parties. I actually used to have a catering company. This is like one of those weird facts that, we didn’t talk about my pre services and ecosystem days, but I also had a catering company, so I love cooking and hosting dinner parties. [00:37:38] Jen Odess: So this is a great question. I feel like it’s a loaded question and I have to say my spouse. I love my husband dearly, but I have. To invite Lee to my dinner party. Okay. He’s in [00:37:47] Vince Menzione: Lee’s guest number one. Lee’s [00:37:49] Jen Odess: guest, number one. And the reason why is, first of all, I love him dearly, but he’s super interesting and he has such thought provoking topics to, to discuss and ways of viewing the world. [00:38:00] Jen Odess: He’s actually in security tech, so it’s like a tangential space, but not the same. [00:38:05] Vince Menzione: Yeah. But an important space right now, especially. Yeah. And [00:38:07] Jen Odess: he, yeah. And he’s, he’s just a delight to be around. So he’d be number one. Number two would be Frank Lloyd Wright. [00:38:15] Vince Menzione: Frank. Lloyd Wright. [00:38:17] Jen Odess: Yeah. I am an architecture and design junkie. [00:38:21] Jen Odess: Maybe I don’t do any of it myself, though. I dabble with friends that do it, and I try to apply it to my home life when I can. And Frank Lloyd Wright sort of embodies some of my favorite. Components of any kind of environment that you are experiencing, whether it’s a home or it’s an office building or it’s an outdoor space. [00:38:39] Jen Odess: I love the idea of minimalism and simplicity. I love the idea of monochromatic colors. I love the idea of spaces that can be used for multipurpose. And then I love the idea of the outside being in and the inside being out. I love it. So I would like love to pick his brain on some of his, how he came up with some of his ideas. [00:38:59] Jen Odess: Fascinating for some of his greatest. Yeah. Designs. Okay. That’s number two. Number three, I think it would be Pharrell Williams. Really? Yeah, I, Pharrell Williams. Yeah. I love fashion music and all things creativity. He’s got that, Annie’s philanthropic. He’s just yeah. The whole package of a good person. [00:39:26] Jen Odess: That’s super interesting and I very cool. I would love to pick his brain on what it was like to be behind the scenes on some of the fashion lines he’s collaborated with on some of his music collabs he’s had, and then just some of the work he’s doing around philanthropy. I would. I could just spend all night probably listening to him. [00:39:43] Jen Odess: This would be a [00:39:44] Vince Menzione: really cool conversation night. [00:39:45] Jen Odess: Don’t you wanna come to my dinner? Was gonna say, I’m sorry I didn’t invite you to identify. No [00:39:49] Vince Menzione: I was, can I bring dessert? [00:39:50] Jen Odess: Yeah. I come [00:39:50] Vince Menzione: for dessert. I, but it can’t, [00:39:51] Jen Odess: it has to be like a chocolate dessert. It’s gotta have [00:39:54] Vince Menzione: I love chocolate dessert. [00:39:55] Vince Menzione: Okay, great. So it would not be a problem for me, Jen. This is terrific. You have been absolutely amazing. So great to have you come here. Yeah. Such a busy time of year to have you make the trip here to Boca. We will have you back in the studio. I promise that I’ll have you back on stage. Stage. [00:40:10] Jen Odess: This is beautiful. [00:40:10] Jen Odess: Look at it. Yeah. This is [00:40:11] Vince Menzione: beautiful. And we transformed this into, to a room, basically a conference room. And then we also have our ultimate partner events. I would love to come, we would love to have you join us. Like I said, ServiceNow is such an impactful time. Your leadership in this segment market, and I wouldn’t say segment across all of AI in terms of all the use cases of AI is just so meaningful, especially for within the enterprise. [00:40:33] Vince Menzione: Yeah. Right now. So just really a jogger nut right now within the industry. So great to have you and have ServiceNow join us. So Jen, thank you so much for joining us. [00:40:42] Jen Odess: Thanks Vince. Appreciate the time. It’s a pleasure to be here. [00:40:44] Vince Menzione: Thank you very much. Thanks for tuning into this episode of Ultimate Eye to Partnering. [00:40:50] Vince Menzione: We’re bringing these episodes to you to help you level up your strategy. If you haven’t yet, now’s the time to take action and think about joining our community. We created a unique place, UPX or Ultimate partner experience. It’s more than a community. It’s your competitive edge with insider insights, real-time education, and direct access to people who are driving the ecosystem forward. [00:41:16] Vince Menzione: UPX helps you get results. And we’re just getting started as we’re taking this studio. And we’ll be hosting live stream and digital events here, including our January live stream, the Boca Winter Retreat, and more to come. So visit our website, the ultimate partner.com to learn more and join us. Now’s the time to take your partnerships to the next level.

In this episode of The IT Experts Podcast I sit down with the brilliant Heather Macdonald-Alford from Counting Creators to explore how MSP owners can move from cash flow chaos to real clarity. This is a subject close to my heart because so many great MSPs work incredibly hard without truly understanding what their numbers are telling them. Heather Macdonald-Alford brings a level of honesty, energy and practical insight that cuts through the noise and helps owners see their finances in a completely fresh way.    As we open the conversation I share a view that I see often inside The MSP Growth Hub. Most MSP owners do not really have a finance problem, they have a visibility problem. They look at their bank balance and assume it reflects performance. They tell themselves the numbers will make more sense when they have more time. They hope that the year end will reveal something encouraging. Heather Macdonald-Alford explains how this pattern keeps people overwhelmed and how clarity is always closer than they think when they start looking at the right information.    Throughout the episode I hear again why so many MSPs believe they are doing well when the detail tells a different story. Heather Macdonald-Alford works with MSPs every day and sees the same issue repeating itself. Busy owners who care deeply about their clients still find they are undercharging, over delivering and carrying clients who take too much time for too little return. When she talks about profitability by service it becomes obvious why this is such a powerful starting point. When you know the true performance of each service, you can see instantly where the pressure sits and where value is being eroded. It changes the way you think about growth.    One of my favourite sections in this conversation is when we talk about time tracking. Many MSP owners treat it as a chore and some even resist it. I have seen this in my own clients and I know how quickly it can become a cultural issue. I share exactly how we approach it in our own business and Heather Macdonald-Alford reinforces the point with real clarity. Time tracking is not about checking up on people. It is about giving the business the insight it needs to make good decisions. When your team understand that it protects them as much as it protects the business the entire dynamic shifts.    We then explore the difference between profit and cash which is something that catches MSPs out repeatedly. I have had many conversations with owners who believe they have had a strong month then realise they have large commitments that sit outside the profit and loss. Heather Macdonald-Alford explains why so many owners look at the numbers mid-month, see more money than expected and start making decisions that create stress later on. She gives a clear and simple habit that every MSP can adopt straight away. Review your numbers to the most recently closed month. Not to date. Not part way through. Once that habit forms the risk of being blindsided drops dramatically.    There is also a moment where I offer a long overdue apology for a comment I once made about bookkeeping. I share openly that it was a mistake and Heather Macdonald-Alford brings both humour and depth to the correction. Bookkeeping is not a low value task. It is a growth lever. When the right people manage the numbers the business gains clarity, rhythm, and confidence. When the wrong people manage the numbers, the business loses visibility, and the owner loses control. Heather explains how to spot the difference and what good financial support should look like.    As we bring the episode to a close, I ask Heather Macdonald-Alford for the three actions she recommends every MSP owner takes. Her answers are simple and powerful. Block time every month to review your numbers. Ensure the right people are doing the right financial tasks. Be selective about events and ideas so you stay focused on the actions that genuinely move the business forward. These principles echo what we teach inside The MSP Growth Hub and they create structure around financial clarity that helps owners grow with confidence.    For any MSP owner who wants more control, more insight, and more confidence in their numbers, this episode will give you practical steps that you can use straight away. When you understand your numbers, you lead your business with greater certainty and you create a path that supports both growth and quality of life.   Connect with Heather Macdonald-Alford through her LinkedIn by clicking HERE.       You can also visit their website and learn more about Counting Creators by clicking HERE.    Make sure to check out our Ultimate MSP Growth Guide, a free guide that walks you through a proven process to take your MSP from stuck to scalable, without working even more hours. It's 44 pages rammed with advice, insights and inspiration to help you decide what support is available to you now if you want to grow and scale your business. Click HERE to get your copy.  Connect on LinkedIn HERE with Ian and also with Stuart by clicking this LINK  And when you're ready to take the next step in growing your MSP, come and take the Scale with Confidence MSP Mastery Quiz. In just three minutes, you'll get a 360-degree scan of your MSP and identify the one or two tactics that could help you find more time, engage & align your people and generate more leads.  OR   To join our amazing Facebook Group of over 400 MSPs where we are helping you Scale Up with Confidence, then click HERE  Until next time, look after yourself and I'll catch up with you soon! 

"Should I niche down in my prospecting to a vertical or an industry?" That question came up on an office hours call yesterday with a bunch of MSP business owners. Here's what I told them based on managing 50 different IT companies in our fractional sales program and listening to thousands of prospecting calls: Yes, you should absolutely niche down—but you don't have to rebrand your entire company to do it. Most people think going vertical means becoming "the law firm IT company" and changing everything. That's wrong. You niche at the campaign level, not the company level. This episode breaks down how to compartmentalize your outbound: build a law firm-specific list, create landing pages with their language and acronyms, develop messaging that speaks to their specific IT fears and problems—all without touching your homepage or inbound script. The benefits are massive: your scripting has immediate relevance, you stand out from the 100 other calls they're getting, and you can feed patterns back into your campaigns through AI analysis of recorded calls. Learn why law firms have different IT concerns than manufacturing companies, how to stack verticals over time without getting diluted, and why this approach lets you leverage specialization into better specialization once the flywheel starts moving//Welcome to Repeatable Revenue, hosted by strategic growth advisor , Ray J. Green.About Ray:→ Former Managing Director of National Small & Midsize Business at the U.S. Chamber of Commerce, where he doubled revenue per sale in fundraising, led the first increase in SMB membership, co-built a national Mid-Market sales channel, and more.→ Former CEO operator for several investor groups where he led turnarounds of recently acquired small businesses.→ Current founder of MSP Sales Partners, where we currently help IT companies scale sales: www.MSPSalesPartners.com→ Current Sales & Sales Management Expert in Residence at the world's largest IT business mastermind.→ Current Managing Partner of Repeatable Revenue Ventures, where we scale B2B companies we have equity in: www.RayJGreen.com//Follow Ray on:YouTube | LinkedIn | Facebook | Twitter | Instagram

Jason goes BTS at MSP, a WTF warm-up round -- food edition, we take an unexpected deep-dive into George Michael, and McDonald's Netherlands AI ad controversy See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Overview: In this episode of the SMB Community Podcast, hosts Amy and James discuss a range of topics from winter weather arriving early to significant layoffs in the tech industry for 2025. They delve into the complexities and best practices of raising prices for MSPs and share insights on strategic cost-cutting. The episode also touches on interesting historical hacking anecdotes, CIA cryptographic puzzles, Amazon's space program, and major announcements from Microsoft Ignite. Key takeaways include the integration of Copilot and Purview in Business Premium and the introduction of passkey syncing between devices.  --- Chapter Markers: 00:00 Introduction and Hosts' Welcome 02:08 Tech Layoffs and Economic Indicators 03:53 MSP Question of the Week: Cost-Cutting and Price Increase Strategies 11:13 Hacking Incidents and Cybersecurity 13:17 CIA's Cryptos Sculpture Mystery 15:16 Amazon's Leo Space Program 18:48 Microsoft Ignite Highlights 24:14 Upcoming Events and Conclusion --- New Book Release: I'm proud to announce the release of my new book, The Anthology of Cybersecurity Experts! This collection brings together 15 of the nation's top minds in cybersecurity, sharing real-world solutions to combat today's most pressing threats. Whether you're an MSP, IT leader, or simply passionate about protecting your data, this book is packed with expert advice to help you stay secure and ahead of the curve. Available now on Amazon! https://a.co/d/f2NKASI --- Sponsor Memo: Since 2006, Kernan Consulting has been through over 30 transactions in mergers & acquisitions - and just this past year, we have been involved in six (6). If you are interested in either buying, selling, or valuation information, please reach out. There is alot of activity and you can be a part of it. For more information, reach out at kernanconsulting.com

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. 

Send us a textCristina Carretero, Partner Marketing Manager at Arctic Wolf, joins Joey Pinz at IT Nation Connect 2025 to discuss the evolution of channel marketing, the power of AI in partner enablement, and her global journey from Spain to the cybersecurity stage. With over 20 years in marketing, Cristina shares how language, clarity, and collaboration help MSPs thrive — plus her personal discipline practices rooted in meditation, journaling, and mindfulness.She also reveals how Arctic Wolf is helping MSPs manage cyber risk, strengthen branding, and leverage AI tools like Copilot to communicate more effectively. This is a must-listen for anyone in the MSP or vendor ecosystem looking to bridge the gap between marketing and sales. ✦ Top 3 HighlightsPartner Marketing Mastery: Cristina explains how Arctic Wolf supports MSPs with campaigns-in-a-box, co-branding, and messaging strategies that resonate.AI with Purpose: How Arctic Wolf trains Copilot to understand their voice and audience, boosting marketer productivity while keeping human creativity central.Discipline & Mindfulness: Cristina's daily meditation and journaling routine that grounds her amid a busy travel schedule and leadership role. #JoeyPinz #MSPInfluencer #ForzaDash #ArcticWolf #MSPMarketing #PartnerMarketing #ChannelMarketing #Cybersecurity #AIinMarketing #MSPGrowth #ITNation #ITN25 #Discipline #Mindfulness #Meditation #AI #Copilot #VendorPartnerships #MSPCommunity --- Join us for enlightening discussions that spark growth and exploration. Hosted by Joey Pinz, this Discipline Conversations Podcast offers insights and inspiration. 

Send us a textChristina Klein, a visionary leader at Lansweeper, joins Joey Pinz at IT Nation Orlando to share her unique blend of creativity, discipline, and data-driven leadership. From learning carpentry as a child to leading tech innovation and women's leadership programs, Christina discusses how she bridges design, technology, and purpose. She reveals how Lansweeper empowers MSPs with deep asset visibility, accelerates cybersecurity response times, and enables scalable growth through efficiency and trust. The conversation explores leadership authenticity, the impact of AI, and how small daily actions can unlock big transformations — in business and life. 

Send us a textIn this insightful IT Nation conversation, Rick Murphy, Managing Partner at Cogent Growth Partners, joins Joey Pinz to discuss the mindset and mechanics of successful MSP mergers and acquisitions. Rick opens up about his 60-pound weight loss journey and parallels it with running a business — both require discipline, consistency, and a clear goal.He explains why every MSP will eventually trade hands, why “exit strategy” is a myth, and how liquidity planning and solid financial discipline create real enterprise value. Rick also breaks down the dangers of “Top Line Disease,” shares why non-solicit agreements matter more than non-competes, and urges MSPs to run their company like they're going to sell it tomorrow — even if they're not. ✦ Top 3 Highlights

In this Seller Master Class episode, the team digs into readiness: the unsexy work that makes or breaks your deal.Last time, they explored the decision to sell. This week is all about getting your house in order so buyers can move quickly and confidently through diligence.We cover why “time kills all deals” and how the vibrancy or cadence of a deal is driven by how fast you can deliver clean, accurate information.Financial readiness basics:Clean P&L with defensible add-backs and clear, normalized EBITDAMoving from cash to accrual accounting and resolving open issuesUnderstanding your revenue mix (recurring vs. one-time vs. resale, deferred revenue)Showing consistency over years, not just monthsPeople & leadership readiness:Reducing over-dependence on the founder across sales, operations, and deliveryDemonstrating a leadership team that can scale and executeSuccession planning — including “who's in the tent” during a transactionUsing data (e.g., sales leadership forecasting growth from customer intimacy) to prove leadership impactOperational readiness:Tool stack hygiene, systems that actually work, and useful dashboardsPSA/ticketing discipline and clarity on what makes up your gross marginTransferable contracts with clean renewal and termination languageCustomer satisfaction metrics buyers will want to seeCustomer & contract hygiene:Clear target market and GTM strategy (vertical, size, geography, problem-based, etc.)Demonstrating long-term, renewing, high-intimacy customer relationshipsMaking sure contracts and your chart of accounts tell the same story buyers see in the dataLegal and compliance housekeeping:Corporate and regulatory filings (e.g., secretary of state docs, LLC details)Clean cap tableFixing misclassified contractors, missing signatures, and expired MSAs before diligenceIf you only have 90 days to get ready:Prioritize financial readiness and third-party-vetted numbersTighten up contracts and leadership accountability (“who's who in the zoo”)Start building a data room with financial, contract, and operational data buyers will expect to seeTying it together with strategy:How “selling in” vs. “selling out” ties to your readiness storyShowing that your differentiation, GTM, and organization are well thought out — and executable with or without the founder in the seatThis episode is perfect for:Founders and leaders of IT services and MSP firms who see an exit on the horizon and want to avoid value-eroding surprises in diligence. Listen to Shoot the Moon on Apple Podcasts or Spotify.Buy, sell, or grow your tech-enabled services firm with Revenue Rocket.

I keep hearing this incomplete advice everywhere: "All sales is about the transference of emotion." It's a Tony Robbins thing, and it's not wrong—but it's dangerously incomplete. I work with a lot of MSP and IT sellers who rely purely on their tech stack, response times, and spotting network problems, thinking logic alone will close deals. Spoiler: it won't. But here's where the "emotion-only" crowd gets it wrong too. People make buying decisions emotionally—they want the transformation, the feeling, the status—but then they justify it logically. Think about wanting a sports car: you want the feeling of driving it, but you justify it to your wife with "special deal, waitlist, investment value." If you only appeal to emotion without giving buyers the rational argument they need to justify the purchase to themselves (or their boss, or the committee), they'll want your stuff but never commit. This episode breaks down why technical sellers need to get past logic and understand the deeper transformation buyers want, and why emotion-focused sellers need to give the logical case that enables people to say yes. You need both.//Welcome to Repeatable Revenue, hosted by strategic growth advisor , Ray J. Green.About Ray:→ Former Managing Director of National Small & Midsize Business at the U.S. Chamber of Commerce, where he doubled revenue per sale in fundraising, led the first increase in SMB membership, co-built a national Mid-Market sales channel, and more.→ Former CEO operator for several investor groups where he led turnarounds of recently acquired small businesses.→ Current founder of MSP Sales Partners, where we currently help IT companies scale sales: www.MSPSalesPartners.com→ Current Sales & Sales Management Expert in Residence at the world's largest IT business mastermind.→ Current Managing Partner of Repeatable Revenue Ventures, where we scale B2B companies we have equity in: www.RayJGreen.com//Follow Ray on:YouTube | LinkedIn | Facebook | Twitter | Instagram

In this episode of ClearTalk, newly appointed CTO Brad Dempsey sits down with Solutions360's new CEO, Nate Gardner, for an in-depth conversation about the future of the company and the integration industry at large. With several months in the role, Nate shares early insights from meeting customers across North America, his perspective on Solutions360's evolving platform strategy, and how the partnership with Northrim Horizon is already shaping long-term innovation.The discussion explores what makes Northrim's perpetual hold investment model so unique and why it enables Solutions360 to take a long-range, foundational approach to product development. Nate outlines how this funding is being deployed today—from modernizing core infrastructure, rewriting backend services for large-scale AI adoption, and evolving Q360's front-end experience, to investing in tools that equip internal teams to better serve customers.Brad and Nate also dig into how Q360's role as a system of record is expanding in an AI-driven world. They discuss workflow automation, new API-driven architecture in V25, the rise of integrations with partners like RAMP, and how AI will soon shift from chat-driven insights to real-time decision support and automated task execution.Finally, they touch on the exciting opportunities ahead in acquisitions, partnerships, and platform expansion, all focused on supporting the full lifecycle of an integrator or MSP.ClearTalk 52 sets the stage for a transformative era at Solutions360, offering an inside look at the strategic direction, technological vision, and investment momentum shaping what comes next.To learn more about how Solutions360 can help you run your business more effectively, click this link to connect with us: https://www.solutions360.com/our-mission-is-to-become-our-customers-most-valued-business-partner/

In this enlightening episode of MSP Business School, host Brian Doyle sits down with Brian Hoppe to dig deep into the dynamic world of Managed Service Providers. With decades of experience under his belt, Hoppe shares invaluable insights on navigating the tricky terrain of business growth, from the nascent stages to gearing up for exit strategies. The discussion opens up at IT Nation, a gathering close to Hoppe's heart for its opportunities to reconnect and expand within the MSP community, setting the stage for a conversation rich in experience and industry insight. Tackling the trajectory from startup to maturity, the duo explores crucial strategies for MSPs. Brian Hoppe emphasizes understanding financial fundamentals early on, like gross margin and EBITDA, which are vital for eventual scalability and exit readiness. He stresses the importance of evolving from a tech-oriented approach to a shareholder mindset, which ensures MSPs are not only viable but thriving engines of innovation and profit. This thought leadership episode is a treasure trove for MSPs at any stage of their journey, especially those eager to future-proof their operations amid constant technological evolution. Key Takeaways: Understand Financial Metrics: Early understanding of key financial metrics, such as gross margin and EBITDA, is essential for sustainable business growth in the MSP industry. Shift to a Shareholder Mindset: Transitioning from a technician-oriented mindset to a shareholder's perspective can dramatically reshape businesses' value creation and growth strategies. Develop a Sales Engine: Scaling successfully involves moving beyond owner-led sales to building a robust growth engine that isn't dependent solely on referrals. Focus on Leadership Development: As businesses grow, establishing a second tier of leadership and fostering a mature, scalable organization becomes crucial. Prepare for Exit Early: Exit strategies should be planned early in the business life cycle, ensuring maximum valuation and smooth transitions when opportunities arise. Guest Name: Brian Hoppe LinkedIn page: https://www.linkedin.com/in/brianhoppe/ Company: Brian Hoppe Coaching Website: https://brianhoppe.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

The managed service provider (MSP) market is projected to grow significantly, with a valuation increase from $337.6 billion in 2024 to $406.74 billion in 2025, driven by the complexity of modern IT infrastructures and rising cybersecurity threats. However, small businesses in the United States are facing severe challenges, shedding jobs at pandemic-level rates, with a net loss of 120,000 jobs reported in November 2025. This trend highlights a growing divide between small and large enterprises, as larger firms adapt more effectively to economic pressures, while small businesses struggle to maintain stability and are increasingly cautious about spending on new initiatives.The impact of artificial intelligence (AI) on the labor market is becoming more pronounced, with a study from the Massachusetts Institute of Technology indicating that AI could replace 11.7% of the U.S. workforce, equating to approximately $1.2 trillion in wages. As companies begin to manage digital employees alongside human workers, the need for effective governance and accountability frameworks becomes critical. Forrester predicts that by 2026, businesses will increasingly integrate AI into their workforce strategies, necessitating a shift in how leadership orchestrates workflows and manages costs.Windows 11 adoption has stalled, with its market share at 53.7% as of November 2025, indicating a growing indifference among consumers and businesses towards operating systems. This trend suggests that the value proposition for MSPs must evolve beyond device management and OS-level work, focusing instead on higher-level services such as identity management, application governance, and automation. As the market shifts, MSPs must adapt to provide solutions that drive business outcomes rather than relying on traditional refresh cycles and OS migrations.For MSPs and IT service leaders, the current landscape presents both challenges and opportunities. The need for clarity in navigating AI complexities and the integration of digital agents into workflows is paramount. Providers that can assist customers in managing these transitions and focus on outcomes rather than tools will position themselves as strategic partners. The future of the MSP market will depend on the ability to evolve and meet the demands of a changing workforce, ensuring that they remain relevant in an increasingly automated environment. Four things to know today 00:00 Small businesses are losing jobs, midmarket firms are reorganizing with AI — and MSPs must shift how they deliver value06:52 The MSP Market Is Growing Fast — but the real opportunity is helping customers manage AI, not devices10:07 Windows 11 Slowdown Shows Customers Don't Care About OS Upgrades — and MSP Value Lives Higher Up the Stack12:08 Slowing ChatGPT Growth and Rising Gemini Use Signal AI Models Becoming Commodities for Business Users This is the Business of Tech.    Supported by:  https://cometbackup.com/?utm_source=mspradio&utm_medium=podcast&utm_campaign=sponsorshiphttps://scalepad.com/dave/

Welcome to Episode 208 of Freedom In Five Minutes! Kevin from the Pro Sulum team takes the mic to deliver a no-BS breakdown of what's REALLY happening in the Managed Service Provider world as we head into 2026. Your MSP is about to pitch you a lot of "AI solutions" in the coming year. But here's the uncomfortable truth: most of it might be snake oil. Kevin reveals how to spot the difference between genuine AI transformation and expensive experiments being conducted on YOUR dime. If you're a business owner paying for IT services, this episode will save you thousands of dollars and countless headaches. Plus, you'll discover the ONE thing that must happen BEFORE you automate anything with AI (spoiler: almost everyone gets this wrong). What You'll Learn: ✅ The AWS MSP Pressure Cooker - Why Amazon is throwing "steroid-level" money at MSPs to sell you AI services (and what that means for your wallet) ✅ The One Question to Ask Your MSP - A simple test to determine if they're truly using AI or just practicing on your business ✅ Agentic AI: The Terminator of IT - The next-level automation that either becomes your best employee or your worst nightmare ✅ The "Intelligent Garbage" Problem - Why automating broken processes just creates chaos at 100x speed (and how to avoid it) ✅ Why QBRs Are Dead in 2026 - Stop accepting boring activity reports and start demanding Strategic AI Reviews that show real outcomes ✅ The Hidden Gap Your MSP Can't Fill - Why even the best IT providers can't systemize your operations (and who can) Key Quotes:

Watch the full coverage of the live stream on The Emily D. Baker YouTube channel: https://youtu.be/HszTIRT5ZR4  Day 5 of the Brian Walshe Trial happened on December 5, 2025. A clunky but revealing cross-examination attempts to establish a timeline of Brian Walshe's texts, phone calls, and searches, including the 'plane crash' and 'Anna Walshe found dead' searches. We discuss the defense's strategy to characterize the searches as a sign of worry and to distance their context from any implication of premeditation, focusing on the time around Christmas Day. The jury hears for the first time that the MSP case officer assigned to the investigation was former Trooper Michael Proctor, and what that might mean for the defense's strategy. A look at the large tools (hacksaw, snips, hatchet, hammer) purchased at Lowe's and introduced in court, as well as the medical examiner's testimony regarding items recovered from the dumpster, including cut-up rug pieces with tissue and hair. The prosecution moves quickly through witnesses, and the court projects to be done with evidence in about 3 weeks. RESOURCES Brian Walshe Case Overview - https://youtu.be/VbbXdPf4aXY    MA v Brian Walshe Trial Playlist - https://www.youtube.com/playlist?list=PLsbUyvZas7gK0wNHtj-4Xm0KF84vD6VIW   Brian Walshe Trial Daily Case Brief Playlist - https://www.youtube.com/playlist?list=PLFdNnRZUqH63SQSsTnj7ofHMBjdhgSEfK Learn more about your ad choices. Visit podcastchoices.com/adchoices

Send us a textFrom lasers to leadership, this IT Nation Connect 2025 conversation with Lawrence Cruciana, founder of Corporate Information Technologies, reveals how discipline, curiosity, and science fuel cybersecurity innovation.A former Disney audio engineer and laser physicist, Lawrence shares how attention to detail and standardization shaped his approach to business, how a case of industrial espionage inspired his cybersecurity mission, and why CMMC and frameworks like the CIS Controls are essential to protecting American ingenuity.You'll hear lessons from his time presenting at NASA, insights into the evolution of AI-fueled cyber threats, and how MSPs can raise the bar for security maturity while staying human in a world of automation.This episode blends STEM roots, cybersecurity expertise, and personal discipline into one inspiring conversation about what it means to build, protect, and lead with purpose. 

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

Send us a textBlake Myers lives life on the edge—literally. A semi-pro bull rider, former powerlifter, and cybersecurity specialist at Blumira, Blake shares how discipline connects every aspect of his adrenaline-fueled journey. From surviving eight-second rides to helping MSPs defend clients from cyber threats, he reveals the mindset it takes to stay focused under pressure. Recorded live at #ITNationConnect 2025, this conversation dives into risk, resilience, and why true strength comes from control—not chaos. ⭐ Top 3 Highlights

Send us a textIn this engaging IT Nation 2025 conversation, Kate Schlarf, Senior Marketing Leader at Moovila, joins Joey Pinz Discipline Conversations to unpack how MSPs can turn project chaos into clarity and profit. She reveals how Moovila's Project Hub—a library of MSP-built templates—helps partners improve forecasting, eliminate scope creep, and boost project margins.Kate also shares her insights on branding, marketing, and community building in the MSP space, explaining why consistency (and even a purple cow mascot

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.

AI-integrated tools, such as OpenAI's Atlas and Microsoft Teams, are introducing new trust and identity risks, particularly through vulnerabilities like prompt injections and guest access features. The Atlas browser, launched on October 21, 2025, has been identified as having security flaws that could allow attackers to inject harmful instructions. Similarly, Microsoft Teams has a vulnerability that permits attackers to bypass security protections when users join external tenants as guests. These developments highlight the fragility of AI integrations and the need for robust security measures in collaborative environments.The FBI has reported over $262 million in losses due to account takeover fraud schemes, with more than 5,100 complaints filed this year. Cybercriminals are employing social engineering tactics to gain unauthorized access to online banking and payroll accounts, often locking victims out by changing passwords. The FBI recommends that individuals monitor their financial accounts closely, use complex passwords, and enable multi-factor authentication to mitigate these risks. This trend underscores the importance of managing trust and identity in security practices, as attackers increasingly exploit human vulnerabilities rather than technical flaws.In the managed service provider (MSP) sector, a recent survey by OpenText Cybersecurity revealed that while 92% of MSPs are experiencing growth driven by interest in AI, fewer than half feel prepared to implement AI tools effectively. This marks a significant decline from the previous year's 90% readiness. Additionally, 71% of MSPs reported that their small and medium-sized business clients prefer bundled security solutions, indicating a shift towards integrated offerings that simplify decision-making for clients. The findings suggest that MSPs need to focus on data governance and readiness before deploying AI solutions.For MSPs and IT service leaders, the key takeaway is that modern security is increasingly about managing identity and data governance rather than merely adding more tools. As AI vulnerabilities and account takeover fraud become more prevalent, providers must prioritize establishing secure trust boundaries and effective data management practices. By doing so, MSPs can differentiate themselves in a competitive market, ensuring they are equipped to deliver secure AI solutions and meaningful automation to their clients. Three things to know today00:00 New AI, Collaboration, and Fraud Threats Underscore That Identity—not Infrastructure—is the Real Security Battleground05:15 Survey Shows MSPs Expanding Services Amid AI Interest, Yet True Opportunity Lies in Readiness and Governance07:45 New MSP Integrations, Funding, and AI Platforms Underscore the Shift Toward Identity and Data Governance as the True Control Plane This is the Business of Tech.     Supported by:  https://try.auvik.com/dave-switchhttps://scalepad.com/dave/

At IT Nation Connect Global, a clear theme emerged from our conversations with two industry leaders: understand and embrace the mission. Whether guiding teams or building global programs, Adam Slutskin, Co-Founder, Chief Revenue Officer, and Chief Strategy Officer at CyberFox; and Ben Bitterman, VP Global MSP at Arctic Wolf, emphasized that leadership begins with clarity of purpose. Adam shares how a great culture, clear perspective, and authentic MSP DNA can fuel real organizational growth. He highlights CyberFox's commitment to consistent pricing, meaningful problem-solving, and the power of simple, repeated communication. From military leadership to driving growth in the MSP and IT channel ecosystem, he reveals nuggets of wisdom including the adage of “say few things, say it often”.  He is offering a free resource for our listeners, visit https://tinyurl.com/cyberfoxE-book Ben breaks down Arctic Wolf's global MSP strategy, their concierge delivery model, and why MSPs must focus on the business outcomes their security solutions truly solve. He urged MSPs to assess what problems they truly solve, where they create value, and how to evolve through global pressures, regional compliance, and emerging technologies. His humorous promise — “I will Pinky and the Brain with you” — captured the spirit of partnership that both leaders believe is essential.   Together, these conversations offer compelling insights into leadership, culture, and the future of security operations, delivering the perfect blend of strategy, storytelling, and mission-driven guidance for today's tech leaders. For more about their mission, visit cyberfox.com and arcticwolf.com/   Timestamps: 00:01:14 — Part 1: Adam Slutskin 00:22:13 — Part 2: Ben Bitterman   --- 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  

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In this episode, we use cybersecurity as a lens to expose a truth that every leader forgets: the biggest threats to your company are the ones you can't see—until they take you down.Scott's career mirrors the evolution of tech itself—from software stores in the '80s to early network integration, to building one of the original managed services models before “MSP” was even a phrase. His latest book, Visible Ops for Cybersecurity, reframes the discipline not as an IT function, but as a visibility function: if you can't see it, you can't secure it… and if you can't secure it, you can't scale it.We break down why ransomware is now franchised, why even the best companies get breached, why cyber insurance is becoming a false safety net, and why every founder—yes, even a team-of-one startup—needs a security-first mindset.This isn't fear-mongering. It's leadership.TL;DR* Assume breach. The #1 mistake founders make is believing they're “too small” to be a target.* Backups are not backups unless they're encrypted, immutable, and air-gapped.* Cyber insurance is not protection—44% of claims were denied in 2024.* Reinvention is mandatory. Tech evolves, threats evolve, your systems must evolve.* Visibility beats bravado. Most failures come from what leaders think is secure, not what actually is.Memorable lines* “Security by obscurity died the day ransomware became a franchise.”* “If the best cybersecurity companies get hacked, your only strategy is resilience.”* “Backups aren't safety—they're hope, unless they're air-gapped.”* “Reinvention isn't optional in tech—it's the price of staying alive.”* “Make the invisible visible, or the invisible will make the decision for you.”Key Ideas We Unpack1. Reinvention as a Survival SkillScott turned retail software into network integration, then into managed services, then into cybersecurity leadership.The pattern:Visibility → Competence → Reinvention.Most founders skip the first step and collapse at the third.2. The Modern Threat Landscape Is IndustrializedRansomware now has:* franchises* training* support hotlines* experts who “close the deal” when an amateur hacker gets stuckThis is organized crime with a customer-service department.3. Backups Are the New LifeboatsThreat actors sit inside systems for 60–365 days before triggering an attack.If your backups are not:* encrypted* immutable* air-gappedyou don't have backups—you have illusions.4. Cyber Insurance Is Becoming a Mirage44% of claims denied.Policies are unregulated.Exclusions keep growing.Insurance is no longer a plan—it's paperwork.5. The Startup Founder Version of CybersecurityIf you're a team of one, your mantra is simple:Be good to your future self.Design tools, workflows, and systems with a security-first mindset from day one.The cheapest hack is the one that never becomes possible.6. Visibility Is a Leadership HabitYou can't manage what you can't see.And almost everything that destroys a business—breaches, failures, slow decay, talent risk—starts in the invisible layer.GuestScott Aldridge — President & CEO of IP Services.Cybersecurity author, technologist, MSSP leader, and early pioneer of managed services.Linkedin: https://www.linkedin.com/in/scott-alldridge-1a976/Website: https://ipservices.com/Why This MattersMost founders underestimate risk because they overestimate visibility.If you want a business that survives the next decade, the job is simple:Design for resilience.Assume breach.Back up reality, not hope.Reinvent before the market forces you to.And make the invisible visible—before someone else does.Call to ActionIf this conversation lit something up for you, don't just let it fade. Come join me inside the Second Life Leader community on Skool. That's where I share the frameworks, field reports, and real stories of reinvention that don't make it into the podcast. You'll connect with other professionals who are actively rebuilding and leading with clarity. The link is in the show notes—step inside and start building your Second Life today.https://secondlifeleader.com This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit www.dougutberg.com

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St Paul appears to have a chance of rebounding thanks to Kaohly Her. Re-surfaced audio of Aisha Chughtai reveals that she has not gotten any smarter. GL opposes Senator Mike Lee's proposal to mess up the nation's wild lands. Johnny Heidt with guitar news. Reusse with his weekly sports report. Heard On The Show:Hundreds of flights canceled nationwide, several at MSP as FAA-ordered reductions startMan who approached home with shotgun prompted Dakota County shelter-in-place; suspect still not foundTrump administration seeks to block full SNAP payments for NovemberSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.