Podcasts about msp

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

Parce que… c'est l'épisode 0x721! Shameless plug 31 mars au 2 avril 2026 - Forum INCYBER - Europe 2026 14 au 17 avril 2026 - Botconf 2026 20 au 22 avril 2026 - ITSec Code rabais de 15%: Seqcure15 28 et 29 avril 2026 - Cybereco Cyberconférence 2026 9 au 17 mai 2026 - NorthSec 2026 3 au 5 juin 2026 - SSTIC 2026 19 septembre 2026 - Bsides Montréal 1 au 3 décembre 2026 - Forum INCYBER - Canada 2026 24 et 25 février 2027 - SéQCure 2027 Description Introduction : qu'est-ce que le shadow IT ? Dans cet épisode du podcast, Cyndie Feltz, Nicolas Milot et Dominique Derrier abordent un sujet omniprésent dans les entreprises, mais souvent méconnu : le shadow IT. Le terme désigne l'utilisation d'outils, de logiciels ou de périphériques non approuvés par le département des technologies de l'information (TI), dans un contexte professionnel. Il ne s'agit pas uniquement d'apporter son propre appareil au bureau (bring your own device), mais aussi d'installer des applications sur un poste de travail fourni par l'entreprise sans avoir obtenu l'aval de l'équipe TI. L'exemple classique ? L'employé qui télécharge un convertisseur PDF gratuit trouvé sur Internet parce qu'il avait un problème avec son lecteur PDF habituel. Ce geste, anodin en apparence, illustre bien la nature du phénomène : il n'y a aucune mauvaise intention derrière, seulement un besoin pratique à combler rapidement. Une question de besoin, pas de malveillance L'un des points centraux de la discussion est que le shadow IT naît rarement d'une volonté de nuire. Les employés adoptent des outils non autorisés parce qu'ils veulent simplement faire leur travail efficacement. Ils connaissent un logiciel, ils ont l'habitude de l'utiliser, ou encore ils se retrouvent dans une situation d'urgence — il est 17 h 50, la présentation doit être envoyée dans dix minutes, et l'équipe TI est injoignable. La solution de facilité s'impose alors naturellement, sans que la personne mesure les risques auxquels elle expose son organisation. Comme le soulignent les intervenants, l'être humain a horreur du vide. Lorsqu'un outil manque, il trouve une alternative, qu'on lui ait dit ou non de ne pas le faire. Une politique de refus systématique, sans solution de remplacement proposée, ne résout rien : les employés contournent l'interdiction de toute façon. Les risques concrets pour l'entreprise Le vrai problème avec le shadow IT, c'est qu'il échappe à toutes les mesures de sécurité mises en place par l'entreprise. Ces mesures existent précisément pour réduire les risques ; or, un logiciel installé en dehors des processus officiels ne bénéficie d'aucune de ces protections. Les intervenants soulèvent plusieurs types de risques : Les vulnérabilités logicielles non corrigées. Quand un logiciel est installé par un employé sans passer par les canaux officiels (Intune, GPO, etc.), l'équipe TI n'est souvent même pas au courant de son existence. Elle ne peut donc pas en assurer la maintenance ni les mises à jour. Le cas de VLC est cité en exemple : un employé l'installe pour lire des vidéos, l'oublie pendant trois ans, et entre-temps le logiciel accumule des failles de sécurité (zero-days) jamais corrigées. Pour un testeur d'intrusion comme Nicolas, c'est une aubaine ; pour l'entreprise, c'est une porte ouverte aux attaquants. Les problèmes de licences. Certains logiciels sont soumis à des licences commerciales. Si un employé installe un tel outil sans que l'entreprise l'ait acheté, elle s'expose à des redressements financiers parfois très coûteux, pour un logiciel utilisé une seule fois et oublié. Le shadow AI. Le phénomène s'étend désormais à l'intelligence artificielle. Les intervenants posent la question directement : si une entreprise n'a pas encore officiellement adopté un outil d'IA ni établi de directives à ce sujet, croit-elle vraiment que ses employés n'utilisent pas l'IA ? La réponse est non. Pire encore : même sans utiliser directement un outil d'IA, les employés se servent souvent de logiciels qui intègrent de l'IA en arrière-plan. La question n'est donc plus de savoir si l'IA est utilisée dans l'entreprise, mais comment l'encadrer. Comment s'en prémunir ? Les intervenants s'accordent sur plusieurs pistes concrètes pour limiter le phénomène. Anticiper les besoins. La meilleure façon d'éviter que les employés cherchent leurs propres solutions, c'est de leur fournir les bons outils avant qu'ils en ressentent le besoin. Le département TI doit adopter une posture proactive et proposer des alternatives officielles aux logiciels populaires. Limiter les droits d'administration. S'assurer que les employés ne sont pas administrateurs locaux sur leur poste de travail est une première étape importante. Cela ne résout pas tout, mais complique considérablement l'installation sauvage de logiciels. Favoriser la communication. Il est crucial de créer un environnement où les employés se sentent à l'aise de signaler leurs besoins en matière d'outils, sans craindre un refus automatique ou une réaction négative. Quand un employé demande à son équipe TI s'il peut utiliser tel logiciel, c'est déjà un pas dans la bonne direction : il faut encourager et cultiver ce réflexe. Inclure les TI dans l'adoption de nouveaux outils. Chaque fois qu'un département envisage d'adopter un nouveau logiciel — qu'il soit destiné à la facturation, à l'ingénierie ou à la gestion de projets — l'équipe TI doit être impliquée dès le départ, pas après coup. Faire un inventaire des applications installées. Pour les entreprises qui font appel à un fournisseur de services managés (MSP), il est recommandé de lui demander un inventaire complet des applications présentes sur les postes de travail. Cet exercice réserve souvent de mauvaises surprises, mais il constitue un point de départ indispensable pour reprendre le contrôle. Conclusion : un problème humain avant tout Le shadow IT est un problème complexe, et il l'est d'autant plus que l'entreprise grandit. En PME, la pression de la rapidité et l'absence de processus formels amplifient le phénomène. Mais au fond, c'est avant tout un enjeu humain et communicationnel. Sensibiliser les employés aux risques, leur offrir des alternatives adaptées à leurs besoins et instaurer une culture de dialogue ouverte entre les équipes métier et l'équipe TI : voilà les piliers d'une approche réaliste et efficace face au shadow IT — et à tous ses avatars, du shadow hardware au shadow AI. Collaborateurs Nicolas-Loïc Fortin Dominique Derrier Cyndie Feltz Nicholas Milot Jordan Theodore Crédits Montage par Intrasecure inc Locaux virtuels par Riverside.fm

Today is Monday, March 9, 2026. Welcome to In Case You Missed It, our weekly five-minute rundown of important channel news stories that might have flown under the radar last week. In this edition: Ingram Micro Q4 and full year 2025 results: Ingram Micro reported fourth quarter net sales of $14.9 billion (up 11.5%) and full year net sales of $52.6 billion (up 9.5%), with its Xvantage platform now driving “billions” in transacted revenue. The company debuted the “AgenTeq” brand for its agentic AI capabilities, including a Sales Brief Agent initially piloted in Canada. Memory pricing crisis update: Dell is “compressing discounting” and shortening quote windows. HP says memory costs doubled in one quarter to 35% of PC production costs. Intel’s CEO says there’s no relief until 2028. The message to partners: quote fast, communicate pricing risk early, and plan for volatility. MSP Well launches as the channel’s first mental health community: Co-founded by Joe Ussia (Infinite IT Solutions), James Mignacca (Cavelo), and Miguel Ribeiro (VBS IT Services), MSP Well is a free peer-support network for IT and MSP professionals dealing with burnout, stress, and the mental health impact of cybersecurity work. Launched at XChange March 2026 in Orlando. ServiceNow claims AI bot resolves 90% of its own help desk tickets: The “Autonomous Workforce” agent handles Level 1 IT issues end-to-end, including password resets, VPN issues, and software access, with 99%+ resolution rates in targeted categories. GA expected in the second half of this year. Read Full Transcript Hello and welcome to In Case You Missed It from ChannelBuzz.ca. Your Monday morning recap where we catch you up on some of the channel news and trend headlines you may have missed in the last week. I’m Robert Dutt, editor of ChannelBuzz.ca. Today is Monday, March 9, 2026. Let’s get your week started right. Ingram Micro closed out fiscal 2025 with some pretty strong numbers. The distributor reported fourth quarter net sales of just under $14.9 billion, up 11.5% year over year and above the high end of its guidance range. For the full year, net sales came in at $52.6 billion, up nearly 10%. The company attributed the growth to strong demand across its core distribution business, an uptick in cloud marketplace revenue, and continued traction from its Xvantage digital platform, which management now says drives “billions of dollars” in transacted revenue. But the detail that caught my attention is a word, not a figure. During the earnings call, Ingram introduced the name AgenTeq – T-E-Q, by the way – as its branding for its agentic AI capabilities within the Xvantage platform. AgenTeq encompasses over 400 AI and ML models that Ingram’s been building, including a tool called the Sales Brief Agent, which gives Ingram sales teams real-time AI-generated intelligence on partner and customer accounts to help uncover growth opportunities. And in a detail worth noting for this audience, the Sales Brief Agent was initially piloted here in Canada before its planned global rollout in the first half of this year. We’re still learning what AgenTeq means in practical terms for channel partners and it’s early days for the branding, but the combination of its financial results and the platform investment suggests Ingram is placing a very deliberate bet on AI-driven distribution. A story we’ll be following up very soon here on In The Channel. If you listened last week, you heard us lead with the component shortage story. Cisco rewriting partner contract terms, Lenovo warning of March price hikes, Western Digital’s entire 2026 production already spoken for. The situation has not gotten better. In fact, it’s getting worse and faster than most of us expected. Dell COO Jeff Clarke told analysts last week the company’s compressing discounting and that quotes are now valid for “the shortest period of time they’ve ever been.” HP’s CFO disclosed that memory costs have doubled in a single quarter and now represent about 35% of PC production costs, up from 15 to 18% a few months ago. And Intel CEO Lip-Bu Tan says there’s no relief coming until 2028, a timeline backed by both SK Hynix and Micron. The takeaway for partners hasn’t changed from last week, but it’s more urgent now. Shorten your quote windows, have the pricing conversation with customers early, and assume that anything you quote today can and will cost more by the time it ships. Grab your helmet. Switching gears to something that doesn’t come up nearly enough. A new community initiative called MSP Well was formally launched this week at The Channel Company’s XChange conference in Orlando. MSP Well is a peer-support community dedicated to mental health and resilience among IT, MSP, and MSSP professionals. It was co-founded by Joe Ussia, CEO of Infinite IT Solutions, James Mignacca, CEO of Canadian vendor Cavelo, and Miguel Ribeiro of VBS IT Services. As Ussia put it, “the channel talks constantly about tools, threats, and uptime, but rarely about the human cost to the people doing the work.” MSP Well aims to change that, offering peer support, a Discord community, an anonymous call line, and partnerships with certified counsellors. It’s a meaningful initiative, and it’s something we’re looking forward to following up on here on In The Channel. And finally, ServiceNow says it has built an AI agent that’s now resolving 90% of inbound IT tickets on its own internal employee help desk. The system handles high-volume Level 1 issues like password resets, software access, VPN connectivity, and hardware troubleshooting, with resolution rates above 99% in those categories. When it gets stuck, it escalates rather than guessing. It’s an internal deployment for now, with general availability scheduled for the second half of the year. ServiceNow’s annual Knowledge conference takes place in May, and I’d expect we’ll hear a lot more about it there. Those are some of the things we were paying attention to last week. This week on In The Channel, we take a look at Check Point’s recent acquisition spree and how it all comes together with their chief strategy officer, Roi Karo. Sit down with frequent guest Tony Anscombe from ESET to talk about the current threat landscape. And break down the most meaningful findings of the Nutanix Enterprise Cloud Index report. I’m Robert Dutt for ChannelBuzz.ca. Have a great week!

Research presented by Dave Sobel and Anurag Agarwal highlights a steep decline in profitability for core MSP services, driven by heightened commoditization and vendor-led automation of basic offerings such as endpoint management and help desk operations. According to Techaisle's 2026 data, the traditional labor-plus-license model is no longer sustainable, as shrinking margins force service providers to reconsider foundational strategies. The central message underscores an urgent need for MSPs to prioritize proprietary intellectual property (IP) and vertical-specific solutions—not for incremental growth, but as a matter of operational survival. Supporting this assessment, the discussion details how market demand has shifted: MSPs can no longer depend on generic solutions but must differentiate with specialized, repeatable offerings that address the financial optimization and liability concerns of business clients. The data indicates that SMBs are increasingly unwilling to invest in pilots or “all-you-can-eat” AI models without visible ROI and demand concrete solutions linked to business outcomes. Vendors and MSPs alike are being tasked with providing smaller, outcome-focused wins and developing skillsets in agentic orchestration, where AI-enabled digital agents and human technicians operate as co-equal components of the workforce. A related trend explored is the shift toward agentic AI and “zero-touch” MSP models, featuring automation of routine IT tasks and focus on workflow engineering rather than manual services. However, the episode notes that most providers are unprepared for the new set of risks and governance liabilities: as clients increasingly utilize AI agents, accountability for errors and regulatory compliance will rest heavily with MSPs, especially in sensitive geographies such as Europe where contractual governance is becoming standard. Conversations on whether to “build or buy” new capabilities reflect a split market, with only the top tier capable of meaningful in-house development, and the majority relying on third-party platforms with limited differentiation. For MSPs, IT service firms, and decision-makers, the core implication is the need to rapidly develop operational and governance maturity around automation, AI orchestration, and packaged offerings. Clinging to traditional models or treating AI as a mere add-on introduces significant risk, including shrinking margins, increased liability, and potential obsolescence. Providers are advised to narrow focus, specialize in vertical solutions, invest in internal competency with AI-enabled platforms, and shift toward packaged IP to avoid falling behind as both client expectations and regulatory requirements escalate.

The episode centers on a structural governance gap within the managed services industry as it attempts to address mental health using relationship-driven models typical of event and community management. This approach is exemplified by the launch of MSPWell, a not-for-profit mental wellness initiative incorporated in Ontario, Canada, targeting participants in the IT channel. The initiative operates as a live community—particularly via Discord—without formalized clinical oversight or published operational guardrails such as moderation standards, crisis escalation protocols, or sponsor influence controls. Evidence for an urgent governance concern is provided by industry data and operational decisions. According to MSPWell, burnout affects significant percentages of the workforce—citing an 82% burnout risk from a Mercer report and 66% from separate research. Despite the recurrence of staffing challenges in the MSP industry, MSPWell's infrastructure is underway with participation at industry events and vendor sponsorship, but formal governance documentation remains incomplete. The initiative explicitly confirms the absence of licensed mental health professionals in published leadership or advisory roles, positioning its support as peer-led. Supporting developments highlight how rapid community launch and sponsor-driven funding amplify risks when core protections are missing. Early coverage focused on recognizable names and event presence, while Dave Sobel emphasizes that, in mental health-adjacent contexts, moderation, privacy, and escalation protocols are not only differentiators but essential safeguards. At present, MSPWell's Discord community operates without visible guidelines or documented procedures, which exposes participants to predictable failure modes such as oversharing, privacy breaches, and harmful peer advice. Operationally, MSPs and IT service providers face heightened liability when participating in or supporting such initiatives without robust controls. Dave Sobel advises operators to request moderation, crisis, and data retention policies before endorsing participation, to treat involvement as networking rather than clinical support, and to monitor for the integration of licensed professionals into governance. The absence of enforceable governance exposes both individuals and sponsoring vendors to reputational and legal risk, and sets problematic precedent for future wellness platforms in the industry. 00:00 MSPWell Builds Mental-Health Platform on Sponsor-Funded Community Model 03:21 Guardrails, Guidelines, and Moderation  06:15 The Consequences 08:09 Why Do We Care? & What to Consider Supported by:  TimeZest   

Scott discusses the current trends in technology and cybersecurity, highlighting the growing interest in AI and the movement of businesses towards local providers due to cost concerns and reduced service quality from private equity acquisitions. He emphasizes the increasing sophistication of cyber threats, particularly email spoofing and phishing attacks that exploit human vulnerabilities. Scott stressed the importance of the human firewall as a key defense against such threats, noting that there are currently no technical solutions to prevent email impersonation.Scott Wittstock and John discuss email phishing scams, emphasizing the importance of verifying suspicious emails through alternative communication methods rather than replying directly. Scott shared that he receives about one phishing email per month and explained how their company teaches customers to use a "trust but verify" system and to be kind to employees who question suspicious emails. John and Scott also discuss the importance of reliable MSP services, with John sharing a horror story about a client whose MSP was hacked, causing significant issues with a buy-sell deal.Scott  discusses cybersecurity challenges, emphasizing that many breaches, including those affecting governments and large companies, also occur in small businesses. We discussed the increasing threat of state-sponsored cyberattacks, noting that smaller companies are often targeted due to their lack of reporting requirements compared to larger organizations. He emphasized the role of AI in cybersecurity, explaining how AI-driven security platforms can detect and respond to threats in real-time.You can reach Scott at www.fidelisnw.com.John MartinkaJessica MartinkaContact us via either website or give us a call and be sure to check out our videos https://nokomisadvisory.com/https://www.martinkaconsulting.com/ https://www.gddpodcast.buzzsprout.comhttps://www.youtube.com/c/JohnAMartinka/videos 425-515-4903

Market segmentation driven by rising memory costs is actively restructuring the endpoint device landscape, leading to margin redistribution across the technology stack. Apple exemplified this bifurcation strategy by launching an entry-level MacBook Neo at $599 built on the A18 Pro iPhone chip, while simultaneously increasing prices on other MacBook Air and Pro models by $100 to $400 in response to global memory shortages. This deliberate move separates high-margin premium hardware from low-cost devices, effectively diminishing the traditional mid-tier device segment where most SMB and MSP standards have typically been positioned. Supporting data highlights the broader industry impact: 62% of small businesses report ongoing supply chain disruption, affecting pricing, timing, and availability, according to recent NFIB survey data. Component suppliers such as Broadcom are capturing upstream value, with a reported 29% year-over-year revenue increase driven by concentrated AI infrastructure demand. Omnia's forecast anticipates a significant smartphone shipment decline in 2026, primarily attributed to rising memory costs and uneven impact, disproportionately squeezing entry-level devices while preserving premium margins. A parallel challenge emerges within organizational governance and service delivery. The Logicalis Global CIO Report 2026 found over half of CIOs believe AI adoption is outpacing their management capabilities, with 90% of organizations lacking internal technical expertise yet 72% planning further AI investment. This gap between ambition and readiness, combined with traditional ticket-based operating models, means unmanaged risk increases as businesses prioritize speed over structured governance. Internal IT builds are increasingly abandoned, with 71% of IT and security leaders reporting failure to meet on-time and budget targets, signaling that velocity and accountability, not just ticket closure, are becoming core client expectations. Implications for MSPs and IT service providers are immediate and operational. Service models must account for hardware segmentation by incorporating differentiated support structures for entry-level versus premium devices. Increased complexity and support demands from constrained hardware will compress margins unless properly priced and standardized. MSPs are positioned closest to liability accumulation as clients face both hardware refresh and AI adoption without sufficient internal expertise. Advisory frameworks should address total cost of ownership, memory shortage context, and governance gaps, productizing assessments and redesigning service delivery for speed with explicit controls to manage risk. Three things to know today 00:00 Memory Costs Squeeze Entry-Level Hardware as Suppliers Capture Margin Upstream 02:24 Apple's $599 MacBook Neo Signals a Split Hardware Strategy, Not a Budget Play 04:22 IT Service Models Built on Approvals Are Losing to Speed-First Competitors 06:57 Why Do We Care?  Supported by:

Recovering from recent oral surgery, Rob shares two tech support stories. In the first, staff spend two days contacting a phone provider to replace a client's “broken” government-issued Android because the screen is too dark, only for the real issue to be the brightness slider turned all the way down. In the second, an MSP tech installs a dual-monitor setup on the computer listed in the accepted quote, then is told by someone onsite to move it to the other computer, without confirming with the requester or getting the person's name. The client later disputes the change, forcing an unbillable return visit, and a follow-up email leads the boss to insist future requests be in writing and handled exactly as documented.

Controversial plans to legalise assisted dying in Scotland will come back before MSPs next week. We hear from Liam McArthur, the MSP behind the Bill, and opponent Tanni Grey-Thompson, the paralympic multi-gold medallist. Learn more about your ad choices. Visit podcastchoices.com/adchoices

Pinar Ormeci, CEO of Lexful For MSPs, documentation is essential. But it's also one of the hardest parts of running a service business. Inaccurate, outdated, or inaccessible documentation slows teams down, increases onboarding time for new technicians, and can even put service quality at risk. That's the problem Lexful is aiming to solve with a new approach. In this episode, we sit down with Pinar Ormeci, CEO of Lexful, to discuss the company's new AI-native platform built specifically for managed service providers. Pinar explains how Lexful uses artificial intelligence to capture and organize MSP best practices in real time, making documentation not just a compliance task, but a practical tool that drives efficiency and reduces errors. We also dive into some of the challenges MSPs face when adopting AI tools — like ensuring sensitive client data stays secure and meets regulatory or geographic requirements — and how Lexful addresses these concerns with flexible data residency options. Plus, Pinar shares her thoughts on global expansion, including the Canadian MSP market, and what makes Lexful different from traditional IT documentation tools. Whether you're looking for ways to improve operational efficiency, reduce technician burnout, or future-proof your MSP business with AI, this conversation offers practical insights and a glimpse at where documentation technology is heading. Tune in to hear Pinar Ormeci explain how AI can transform the way MSPs capture, store, and use the knowledge that keeps their businesses running. Read Full Transcript Hello and welcome to the ChannelBuzz.ca podcast, bringing news and information to the Canadian IT channel for the last 16 years. I’m Robert Dutt, editor of ChannelBuzz.ca, and as always your host for the show. If you’re an MSP, you know that documentation is both critical and, let’s be honest, often a pain. From onboarding new technologies to keeping client procedures up to date, maintaining clean, accurate and accessible documentation can feel like a full-time job and even then it’s rarely perfect. That’s where Lexful comes in. Founded by Pinar Ormeci, Lexful is a new AI-native platform designed specifically for managed service providers. The goal is to make documentation smarter, faster and more useful, not just for the teams doing the work today, but for future technicians, clients and partners. Think of it as giving your organization a digital brain that learns your processes, organizes your best practices and helps your team actually use the documentation you spent so long building. In today’s conversation, Pinar walks us through what makes Lexful different from traditional IT documentation tools, how the platform’s AI assistant Ask Lex works, and how MSPs can balance the need for actionable insights with security and control over sensitive client data. We also talk about global expansion, including Canada, of course, and what it takes to bring AI-powered documentation to MSPs operating in regulated markets or multiple geographies. Whether you’re curious about AI in the MSP workflow, looking for ways to improve operational efficiency, or just interested in the next wave of tools that may be shaping the channel, this episode’s full of insights from someone who’s building a platform designed for exactly that. Grab your headphones and let’s jump into a conversation with Pinar Ormeci, CEO of Lexful. Robert Dutt: Thanks for taking the time. I appreciate you’re joining us to talk a little bit about what’s going on over at Lexful. Pinar Ormeci: Thank you so much for having me, Robert. Robert Dutt: You’re entering a market that MSPs already know well in terms of documentation tools. What was it that was broken enough about the status quo, the situation, that you felt like, “Oh, it’s time to start from scratch with something brand new.” Pinar Ormeci: Yeah, as you can imagine, everything changed with AI, with the advent of AI and the pace of doing things and how MSPs must react and are reacting to an AI-first world even today, and it’s even accelerating as we continue. So as such, we fundamentally believe that the things that worked yesterday will not work today and definitely not tomorrow, right, for the workforce that contains humans and AI agents. So we are the response to a long-standing pain point that the MSPs have when it comes to documenting what they have, finding answers and context when they need, and also having the ability to update that documentation as needed, right? So MSPs, when they’re operating, they’re going 100 miles an hour across clients, across tabs, across tools, and the last thing they need is wasting time trying to find the right answer, right network diagram, trying to see if that’s actually the latest and greatest. And usually that doesn’t happen. There’s a lot of tribal knowledge that lives in the MSPs because they honestly, at some point, stop trusting the data that they have and things start living in their minds. And that’s the reason why we exist. So yes, we are an IT documentation solution, but we are an AI-native platform that is starting with documentation and our goal is to really help MSPs move into knowledge operations, an AI operating layer, where the knowledge becomes autonomous, the outcomes become autonomous, and really the knowledge becomes a living thing. Robert Dutt: Well, let’s start with where you’re at in that regard. From your perspective and from what you were hearing as you were building up Lexful and planning it out, what’s the real cost of bad, outdated, unfindable documentation inside an MSP’s operation? Both in terms of operational stuff for the organization, but also in terms of ability to grow, margins of the business, the experience that technicians have, those kinds of things that are not peripheral, but not right at the center of operations. Pinar Ormeci: Excellent question. And what we say is that MSP documentation as it stands today is really broken. And ultimately, this is an economic problem. This is not a technical problem in the sense that it costs MSPs real margin. And how does that happen? So today, documents become stale as soon as they are written. Technicians waste hours collectively trying to find the right information, and manual updates really don’t scale. So what this ends up resulting in is missed signals, right? So you don’t act when you should be acting. You don’t find answers as fast as you could. Your technicians get burned out because literally after five, ten minutes of searching and not being able to find what they need, technicians go to other technicians. So everybody’s pinging each other, disrupting. So there’s also a lot of context switching. And this results in errors where you’re trying to solve different clients’ problems. And ultimately and fundamentally, this really results in eroding client trust and churn, right? So we see this documentation problem not as a technical problem, but fundamentally an economic problem that has real impact on the bottom line of the MSPs. And also their top line, because knowledge is also critical, Robert, for AI agents, for workflows. Your AI workflow or your agentic workforce is only as strong as the data that they rely on. So if you have a bunch of unstructured data lying around across different tools and you have no clue how stale or up to date they are, your agents won’t be as useful as they could be. So we are approaching the problem on both sides, both reducing your costs and increasing your margins, but also really preparing you for the agentic workflow and also AI-driven new revenue streams. Robert Dutt: You’ve positioned Lexful as an AI-native platform rather than a traditional documentation tool with AI built in, strapped on, however you want to phrase that. What does that mean in practice for an MSP that’s using Lexful on a day-to-day basis as opposed to using traditional documentation tools or methodologies? Pinar Ormeci: Sure. Legacy documentation tools were built in a different era, right? Before AI existed, they really depended on manual entry, keyword search, and they’re optimized for storage really, not to be an operational workhorse. Not for knowledge operations, where you’re able to put data to work for you 24/7. So our goal with Lexful is to move from this world of scattered docs and tribal knowledge to a unified AI-native platform that delivers the right solution to the right technician, anchored to the right context, to the right client, instantly. So this is how this looks in real life. Let’s say that you’re using a legacy documentation tool and you say, “Hey, I’m going to give Lexful a go. I want to try it.” By the way, you can have a completely free trial where you get to use the full functionality of Lexful in parallel to your existing tool. So there’s no risk. We call it migration without mayhem. So if you don’t like it, no feelings hurt. You can always continue with your existing platform. But this is how it looks. The first thing that we do is we migrate all your existing documentation. That means including your SOPs, onboarding guidelines, runbooks, what have you, your MSP-specific documentation, plus all your client assets and passwords and their documents into the Lexful schema. And while we are doing that, we transform that data into context, relationships, assets. So everything becomes structured so that AI can operate seamlessly and securely, very fast, within the guardrails that we put. So that’s fundamentally different than bolting AI into the scattered docs that are unstructured and expecting much from that AI agent. Before we even migrate the documents, Robert, what we’ve done is we completely context-engineered an LLM model to live in the MSP space. So you have this, let’s say, AI technician now that has access to all your data. And the things that you can do with this are really amazing. So we have AI as UI, as entry point to Lexful. And what that means is you can ask natural query questions in plain English. For example, a technician can easily ask, “Hey, what’s the admin password for this client?” Or they can ask, “Hey, what devices need patching for the clients that are in the Ohio area?” Or “What should I do about it?” Or you can say, “Hey, give me a project plan for me to patch these devices and make sure you’re prioritizing them based on urgency.” Or an L1 tech who you just hired and you’re trying to onboard, instead of pinging the senior technicians all the time, they can literally go to Ask Lex, which is our AI-powered knowledge assistant, and say, “Hey, how does my MSP do onboarding? What’s the best way for me to increase my learning curve immediately? What would you propose?” Because this is an LLM now that has access to all your knowledge and is context-engineered, as I mentioned, in the MSP and all things IT. Robert Dutt: And you mentioned data throughout that. And clearly, for Ask Lex, for the AI infrastructure to have the value that it potentially has, it has to have access to both an MSP’s most valuable data, the best practices, the procedures, the stuff that folks have developed over the however many years the business has been in place, and customer data, network diagrams and passwords, et cetera. How are you balancing getting the most out of that and getting the most value out of Lexful with trust, security, control, all those kinds of things that MSPs and rightly customers are going to be asking about? Pinar Ormeci: Yeah, 100%. And that’s why vibe coding is not going to work for any production-grade solution, but also definitely for MSPs, where you have multi-tenancy, security is of utmost importance. You have all these compliances and regulations and all of that, right? So you have to have a real MSP-grade solution. So in our case, obviously, we are handling really sensitive data, the client’s data, and also passwords, right? As a documentation tool, we have password management as part of that, a rich document creator and asset management. So it’s as sensitive as it gets. What we do is zero-trust security from day one. So Robert, I was the CEO of another MSP-first vendor before I joined Lexful, and what we did was Secure Access Service Edge, which is a SASE solution, right? So I’m so security-first because I’ve seen firsthand all the horrible consequences when security is optional. Security is a must-have. It has to belong in an MSP stack, and MSPs actually shouldn’t even deal with clients if the client says, “Oh, security is optional for me.” So I am very, very security-first. So from day one, what we’ve done at Lexful is we said that we’re going to be SOC 2 Type 2 compliant. So the whole thing that we’re building is built in that framework. We are already in SOC 2 audit, by the way, so hopefully we’ll get the SOC 2 Type 2 compliance. That’s the earliest you can get, by the way, as a young company, by the end of this half. Yeah, so we have a never trust, always verify framework, and we do take it very seriously. Robert Dutt: And similar issue, but from a different point of view, many MSPs, especially those outside the US, care about where data lives or even is in transit, or are required by regulation to care about where data lives or is in transit, whether that’s in-country, region-specific, or even locked down to the level of on-prem. I guess, how are you guys thinking about data residency and deployment flexibility as you scale and as your customer base scales? Pinar Ormeci: Oh, yeah, 100%. So as part of the SOC 2 Type 2, we are GDPR compliant. We are California CCPA compliant. So from a data residency perspective, similarly, we use AWS because we’re a global cloud-native platform. So we have data centers in the US, but also in Europe, in Canada, in Australia. So based on need, we have no problems having data centers locally in the region the MSP resides. Robert Dutt: You touched on this a little bit earlier, but I think for a lot of MSPs who are changing something like a documentation system that’s core to the business, it feels like there’s a risk there. Even if you see potential benefits, there’s also the challenge of leaving familiar systems, even if they aren’t your favorite things in the world. Can you elaborate a little bit on how you guys approach migration and early adoption so that partners can evaluate Lexful and still keep the business running at the same time? You touched on kind of having that parallel migration path. How exactly does that look for an MSP? Pinar Ormeci: Oh, yeah. As an operational tool, you cannot disrupt the MSP operations. That’s fundamental. So that’s why we say migration without mayhem, and it’s actually one of our core features. The other thing is we are very API-first, meaning even the product that we built is built on APIs. Our front end and back end are decoupled. Everything we do is via APIs. We have a RESTful API already out there for the MSPs to utilize. And for the migration as well, we have an API that automates the migration from an existing tool into the Lexful schema. But while we do that, we also have the MSP continue to use their existing tool while we bring that knowledge into Lexful. And then in that two-week trial, the MSP can use both platforms at the same time, really make sure all that data is there. They can validate that everything is to their liking and all of that. And at the end of that trial, if they continue to move with Lexful, then they can let go of their existing tool. So yeah, migration is very important. And like I say, we automate the migration to the extent possible using the API. Of course, migration is not trivial in any tool, let alone a documentation tool, especially if the MSP has so much documentation. So we always suggest, do this after Friday. Your workday is over, or during the weekend. So just don’t do it Monday 9 AM, just in case, because it might take one hour, two hours or whatever. But having said that, hopefully the migration is the easiest part of switching to Lexful. Robert Dutt: You’re working with AWS. I think you’re thinking on sort of a global scale, and why wouldn’t you, since it’s all online, it’s all technology. But as you think about global expansion, and I’m going to be biased here and say Canada in particular since that’s where this audience lives, how are you thinking about global focus? And also, I’m curious, as you’re talking to MSPs, what differences do you see in how MSPs think about and approach documentation, compliance, AI across the various regions that you’re talking to partners in? Pinar Ormeci: I think Canadian MSPs are pretty amazing and very innovation-forward. They’re definitely thinking about AI, their clients. They’re not that different from the North American ones, obviously. So we have very mature MSPs in Canada. And I don’t see massive differences when it comes to Canadian MSPs versus American MSPs, honestly, because the level of maturity in both countries is similar. So from a distribution perspective, we want to go wherever the pain points exist today when it comes to knowledge and documentation. And that is literally everywhere, right, Robert? So we are a global player and we also want to make it easy for the MSPs to get access to Lexful. We are working with Sherweb, we are working with Pax8. So the hope is that we will be part of those marketplaces definitely within this year. So by the way, a lot of our developers are in Vancouver. So we have great ties to Canada. I’m actually flying on Sunday to Vancouver for some internal meetings next week. So from our perspective, everything we do, everything we envision, our vision, we are a global player. We want to be the de facto central intelligence layer the MSPs trust for years to come. Robert Dutt: And along those lines, kind of looking forward, for an MSP who comes on board early days, as you guys are launching, how do you hope their business looks different a year from now after they’ve fully realized what you guys are doing and what you guys will do with Lexful over the course of that year? Pinar Ormeci: Yeah, excellent question. So we are a paradigm shift. I really see us, remember those days, for people who are old enough, like we used to have no internet, man. Like we used to have encyclopedias and the books, and like, my background is in engineering, I’m an electrical engineer. If I didn’t know something, I had to go open a book and like, it was these weird times without the internet. And then suddenly there was the internet, where this collective information and you can search for anything and, you know, then Google and so on. So that’s the paradigm shift that we are trying to bring the MSPs into. Instead of manual keyword-based search, manual updates and so on, now you live in that knowledge. Knowledge is always up to date. You do in-context troubleshooting. The technicians, they can be in co-pilot, they can be in their PSA, they can be in their Teams and they can just ask Lex to get the right answer contextually. The next steps, and then whatever is new discovered in that discussion is automatically detected if there is a gap and then trickled down to the right SOP, right KB. So this is the paradigm shift that we are talking about, so that MSPs can focus on not the mundane, like, “Hey, we need to update this document,” try to incentivize technicians on actually what makes the money, what delights their customers. They can be so much more strategic with their clients because just imagine now all the insights you can bubble up utilizing an AI and LLM that knows all your clients, that knows all the trends, that knows all the compliance needs. It is just a different game. So we’re really trying to bring the MSPs into an AI-first world because otherwise people will get left behind, right? The old ways don’t scale. Robert Dutt: And finally, probably the most important question we’re going to ask today, and that’s good journalistic practice, right, to wait till the very end to ask the most important question. I do have to ask though, is it true that your AI is also your channel chief? And if so, how sure are you that Lex isn’t coming for your job? Pinar Ormeci: Yeah, so I was like, you know, if you’re an AI-native company, we need to have some teammates that are not just human, but humanoid, let’s say. So we have as our channel chief a humanoid robot that has an LLM, has an NVIDIA chip. We have trained him on all the right things. Although at Right of Boom, people told me, “Oh, we thought he was a female,” but so yeah, Lex is amazing. And he is very clumsy though, so I don’t know that he’s coming after our jobs that fast. But yeah, we’re living in some amazing times. It’s just really fascinating as a technical person myself who’s been in the tech industry for 20-plus years. It’s fascinating to be living in these times where everything is moving exponentially. And yeah, so we do have a channel chief that is not a human. And he is with us at all the events that we go to. You can come to our booth and say hello, and then you can converse with him as well, right? Ask him like, “Hey dude, what do you think the MSP’s pain points are? Is Lex doing a good job? Is Pinar a good boss?” So he’ll have an opinion for you. Robert Dutt: All right, so flesh-and-bone channel chiefs have been put on notice. They are in fact on the list of roles that can be replaced. But jokes aside, no matter how good Lex and his AI pals get, what’s kind of the one role in all of this that you think humans will always play no matter where the technology goes? Pinar Ormeci: I think the judgment layer, at least for the, let’s say, near term, right? I honestly don’t know, 20 years… the thing is moving so fast. I keep reading Anthropic’s CEO and it’s just, things are changing a lot. But in the near term, the human judgment is still paramount. Human in the loop is paramount. And with AI, you have to always trust, but verify. So at Lexful, we make it such that we give all the reasoning the AI is doing to reach that conclusion, all the links where it’s going. So we make sure that the hallucinations, if there are any, are minimized and the humans can verify everything. So the human in the loop is ultimately critical and they are the judgment factor. And especially in the MSP channel, relationships are key. One of the things I love about the MSPs and this ecosystem is the community aspect, people helping each other. Then there’s MSPs being like, “Hey, we’re all on the same team” attitude. So I don’t think you can replace that for small, medium businesses. Ultimately, the best we can be is human. We are not AI, we are not robots. Humans, we’ve evolved to be social animals and community is such an important part of the MSP ecosystem. I don’t think that’s going anywhere soon. So we are here, as we say at Lexful, not to replace expertise. We’re just here to expose it to more people so that the technicians can do more important jobs other than just wasting hours documenting or finding the right information. Robert Dutt: I appreciate your taking the time. Good luck on rolling out and evolving Lexful. It will be exciting to see where things go from here. Thank you very much. Pinar Ormeci: Thank you so much. Thanks for having me. There you have it, a look at how AI may change your documentation system and maybe even provide a new business platform for your managed services business in the long run, courtesy of Lexful’s Pinar Ormeci. I’d like to thank Pinar for joining us and thank you for listening. That wraps up this week on the podcast. We’ll be back on Monday with In Case You Missed It, our weekly roundup of channel news and trends that you need to know about. And next week and into the near future, we’ll be taking a look at why modern IT environments are increasingly hard to monitor and have a chat with our frequent guest, Tony Anscombe, about the security forces you need to know about. Between now and then, please do subscribe to or follow the podcast in your podcast app of choice. And if it allows you to do so, please consider leaving a review or rating for the show. Have a great weekend. I’m Robert Dutt for ChannelBuzz.ca and I’ll see you around the channel.

The MSP market is undergoing a critical shift toward risk management as the central value proposition, with operational accountability now defined by the ability to produce defensible documentation and deliver rapid incident response. According to Dave Sobel, MSPs are no longer primarily offering stack management, but are increasingly brokering risk through cyber warranties, insurance underwriting, incident retainers, and AI governance frameworks. Those unable to support their claims with evidence and formal processes risk becoming mere facilitators for third-party terms and losing control over their margins. Recent developments reinforce this shift. A Splunk report finds that nearly all CISOs now view AI governance and risk management as their responsibility, citing threat actor sophistication as a primary driver. AI is assisting with event triage and data correlation, but verification—especially around AI-generated content—is unreliable, with detection tools struggling against advanced fakes. Insurance mechanisms are becoming productized with prioritized incident response, and legal intelligence is being embedded into MSP workflows. Vendors like N-able, Monjur, SentinelOne, and DocuSign are directly integrating financial, legal, and governance functions into their offerings, fundamentally altering client and vendor relationships. Adjacent stories illustrate volatility in traditional safeguards and the operational reality of adaptive threats. CISA leadership changes indicate instability in public response institutions. AI-powered malware exemplifies the challenge: ESET's PromptSpy uses Gemini to continuously adapt its persistence, outpacing static detection models. Insurance underwriters are increasingly demanding machine-verifiable evidence of controls, using detailed questionnaires to distinguish autonomous AI from marketing claims. The risk is no longer just technical; it is structural. For MSPs and IT leaders, operational posture is now shaped by an ecosystem of embedded warranties, legal terms, governance requirements, and adaptive threats. The ability to document, defend, and productize risk controls becomes a baseline for credibility and insurance eligibility. Failure to build evidence pipelines and clarify vendor-imposed liabilities exposes service providers to compounded risk. The practical implication is a necessity for MSPs to treat governance and detection as measurable, documented capabilities—not assumptions or routine paperwork. Three things to know today: 00:00 CISOs Own Governance, Detectors Lag Fakes, Response Gets Contracted — Accountability Follows 03:14 N-able, SentinelOne, DocuSign Move Risk Management Into the Stack — MSP Terms Follow 05:10 CISOs Want Agentic AI, But Insurers and Adaptive Malware Are Forcing the Timeline 07:32 Why Do We Care?  Supported by:  CometBackUpSmall Biz Thoughts Community

I was coaching an MSP seller recently, and she kept asking me the same question — when I hear a problem, why wouldn't I just address it right then? It's a fair instinct, but it's also exactly what's killing deals. In this episode, I use a trial lawyer analogy to explain why the best sellers treat discovery like cross-examination — pulling information, staying patient, and never mixing the case-building with the closing argument. If you're pitching solutions mid-discovery, you're leaving facts on the table and signaling that you're there to sell, not to understand. Discovery is where you build the case. Closing is where you present it.//Welcome to The Ray J. Green Show, your destination for tips on sales, strategy, and self-mastery from an operator, not a guru.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

Cybersecurity maturity isn't earned in audits, it's earned in the operational moments where governance either shows up… or it doesn't. Today's conversation with Mike Stewart of Anchor Networks goes deep on MSP maturity. How leadership tone, culture, and repeatable decision systems turn policies into actual behavior.We cover why security awareness must be frequent (not annual), why “the why” behind policies matters, and why AI is now a governance challenge as much as a technical one—especially as acceptable use expectations evolve. The goal: use AI to reduce overload and automate routine work, while strengthening critical thinking and verification habits.

In this engaging episode of MSP Business School, host Brian Doyle sits down with Shane Naugher, a pioneering figure in the world of AI and automation for MSPs. The discussion takes a deep dive into the real-world application of AI, focusing on how it can be utilized to streamline operations and deliver tangible ROI for businesses. Whether you're curious about how AI fits into your MSP strategy or eager to learn about automation opportunities, this episode delivers practical insights into what Shane calls the "mature business model" of MSPs. As the conversation unfolds, Shane shares his dual expertise as the CEO of DaZZee IT Services and founder of Innovative Automations, offering a rare glimpse into the intersection of AI, automation, and managed services. The episode explores the challenges of integrating AI into everyday business operations, shedding light on how AI-enabled automations can transform traditional processes, particularly in professional services and industries reliant on legacy systems. Shane shares valuable experiences and success stories, highlighting key automation opportunities and the significance of partnering with trusted AI advisors to navigate the rapidly evolving tech landscape. Key Takeaways: Practical AI Application: Understanding the difference between shiny AI tools and meaningful automation that drives business outcomes. Industry-Specific Automation: How different sectors, particularly professional services, can benefit from AI to achieve significant ROI. The Role of APIs: Leveraging open APIs and traditional RPA platforms for connecting disparate business applications and optimizing workflows. Partnership Model: The importance of MSPs partnering with AI and automation specialists to provide comprehensive client solutions. Strategic AI Conversations: Encouraging MSPs to lead AI integration discussions with clients to maintain a competitive edge. Guest Name: Shane Naugher LinkedIn page: https://www.linkedin.com/in/shanenaugher/ Company: Innovative Automations / DaZZee IT Website: https://innovativeautomations.ai/ / https://dazzee.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com  

Climb Channel Solutions, ("Climb" or the "Company"), an international specialty technology distributor and wholly owned subsidiary of Climb Global Solutions, Inc., has announced a distribution partnership with cybersecurity vendor, Sophos for the Irish market. Unique to this partnership, Climb will be the only authorised Irish distributor to offer the Sophos Threat Profile assessment service to customers. This service highlights exposed credentials, suspicious domains, dark web exposure, and internet-facing vulnerabilities, and enables businesses to prioritise remediation and reduce risk. Ireland's cybersecurity sector is buoyant and growing 13.4% and generating revenue of €2.7bn according to a 2025 report by Cyber Ireland and NI Cyber*. Climb will facilitate direct access to Sophos Central, one of the world's leading cybersecurityplatforms, an adaptive AI-native platform that intercepts attacks before they occur. Climb will distribute the entire Sophos suite of products including the managed detection and response (MDR) service that eliminates threats at speed, alongside defence across endpoint, firewall, email and cloud. These solutions will be backed by Climb's reputation for speed, emerging tech expertise, and strong partner investment, working with the Sophos reseller and managed service provider (MSP) landscape. Recent Climb research* highlights growing AI maturity across organisations, creating increased demand for AI-enabled cybersecurity services. For example, more than half (53%) of organisations have a clear AI strategy, and 55% are working with technology vendors on their AI journey. Against this backdrop, Climb expects Irish businesses to continue to adapt and embed AI security solutions across their cloud and network environments. Commenting on the distribution partner announcement, Brian Davis, VP of Sales UK&I, Climb states: "Ireland's cybersecurity landscape is evolving at pace with recent research showing growth of 13% per annum. Threats are becoming more sophisticated, and customer expectations are rising. Cybersecurity remains a key strategic growth area for Climb, and we are continuously looking to expand our portfolio in Ireland. Extending our successful relationship with Sophos into Ireland is a pivotal moment as we enhance our cybersecurity portfolio. "As Irish organisations advance their AI capabilities at an unprecedented rate, Irish businesses must secure hybrid environments while embracing AI and digital transformation. As a dedicated Sophos distributor in Ireland, we're bringing world-class cybersecurity, genuine partner support, and the kind of speed and access that helps you move fast and grow confidently." Jason Ellis, VP Channel Sales EMEA, Sophos comments: "Sophos is a global leader in cybersecurity, offering a comprehensive portfolio of AI-powered cybersecurity technologies. Coupled with its advisory services, these capabilities proactively reduce risk for organisations. Expanding our presence in the Irish market is a reflection of the great relationship we hold with Climb in North America. Climb's strong Irish channel ecosystem will allow us to expand our Irish market footprint, enhancing our ability to deliver AI-powered cybersecurity solutions to Irish businesses. "We recognise Climb as an innovative leader, particularly in areas such as AI, where they're providing unique channel solutions through their Skyward Project and AI Academy***. These programmes help partners understand where AI and security intersect, delivering differentiated, yet complementary services to our Sophos portfolio. "Climb's knowledge and understanding of the Irish market, along with their ongoing investment, help us better support our partners and customers, enabling them to improve cyber resilience and respond effectively to emerging threats." This partnership enhances Climb's AI cybersecurity offering in Ireland, building on its long-standing cybersecurity pedigree. Climb has a long track record as a distributo...

Doug Green, Publisher of Technology Reseller News, interviewed Ethan Ouyang, Head of the U.S. Department of Atoms at DeepWisdom, to discuss a new class of AI innovation: autonomous AI teams capable of building, launching, and operating real businesses from a single prompt. Ouyang described Atoms as a next-generation AI business solution designed to move beyond copilots and task-based agents. Rather than assisting humans with discrete workflows, Atoms functions as a coordinated, multi-agent system that can plan, execute, iterate, and grow revenue-generating products. The platform leverages open-source models and modular architecture to deliver enterprise-grade performance while maintaining cost efficiency and flexibility. A central theme of the conversation was the shift from “AI tools” to “AI organizations.” Ouyang explained that Atoms is structured to simulate functional teams—product, engineering, marketing, and operations—working collaboratively to bring an idea to market. This approach enables faster experimentation, shorter development cycles, and measurable business outcomes. For telecom, MSP, and channel audiences, the implication is significant: AI is no longer just about automation within existing businesses—it may also become a mechanism for creating entirely new lines of revenue. Ouyang also addressed the economics of AI deployment. As infrastructure costs and model usage scale, enterprises are increasingly seeking performance-per-dollar advantages. Atoms is positioned to deliver competitive output quality while reducing operational expense through optimized model orchestration and autonomous workflow design. The result, he suggested, is a more sustainable path toward AI-driven growth. Looking ahead, Ouyang framed Atoms as part of a broader transformation in how organizations think about productivity and entrepreneurship. As AI systems gain the ability to operate with greater autonomy, the competitive advantage will shift toward those who can effectively deploy and govern these digital teams. For technology providers and partners, that represents both a strategic opportunity and a call to rethink traditional business models. More information about Atoms and DeepWisdom's autonomous AI initiatives is available at https://atoms.dev/.

Today's topic is close to my heart and, honestly, one that doesn't get enough airtime in the IT industry: health and wellness. Joining me for this conversation is my Paul Vedder, CEO of VXIT, a return guest you might remember from a Episode 77. We're talking about what it takes to prioritize our physical and mental health—while juggling the endless demands of business ownership, parenthood, and life in the tech world. Paul unpacks his personal journey: from the challenges of work-life balance and struggles with unhealthy habits, to discovering the power of change through things like the 75 Hard challenge, ditching alcohol, and building sustainable routines that actually stick. We dig into the importance of accountability, how discipline can unlock true freedom, and why sometimes the smallest steps—like a daily walk—can have the biggest impact. If you've ever felt like you can't find the time, energy, or motivation to look after yourself, this episode is going to speak to you. We get honest about the trade-offs, the wins, and why choosing to invest in your well-being pays off in every other aspect of your life and business. So, whether you're listening on your lunch break, out for a walk, or just looking for that spark to get started—stick around. There's a lot of practical wisdom, some laughs, and maybe that nudge you've been needing to make a positive shift.   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.

In this episode of The IT Experts Podcast, we take you inside our Client Intensive Event and lift the lid on what really happens when ambitious MSP owners come together to build better businesses.     This was our January 2026 Client Intensive Event, and it was the biggest room we have ever had. Over 60 MSP owners and team members gathered for two full days of structured thinking, planning, challenge, and collaboration. It was not a sit back and listen type of event. It was designed to stretch thinking, raise standards, and help every single business owner leave with clarity and a refreshed 16-week plan.     The Client Intensive Event is a core pillar of the MSP Scale System. Three times a year, our clients step away from their day-to-day operations and immerse themselves in focused work on the business. The structure is deliberate. We expand thinking through expert led sessions, then channel that insight into practical planning, peer discussion, and clear next steps. Every attendee leaves with an updated 16-week roadmap built around their own business priorities.     The theme this time was business maturity. We explored three key areas that underpin sustainable growth. Structural maturity, team and people maturity, and operational maturity. These are not theoretical concepts. They are the foundations that determine whether your MSP can grow with confidence or remains fragile beneath the surface.     On the structural side, we focused on governance and risk. Many MSP owners are strong technically and commercially, yet have never formally considered how governance protects value. We explored how to build a practical risk register, how to identify exposure across legal, supplier, regulatory and client concentration risks, and how to put simple mitigation in place. For several business owners, this created real light bulb moments. Scaling with confidence requires knowing your ducks are in a row. When you understand your risks, you make stronger decisions and protect long term value.     On the people side, we explored what makes a cohesive team. It is not only about systems and processes. It is also about how people feel inside the business. Trust, accountability, the ability to have difficult conversations, and clarity of expectation all drive performance. When those elements are weak, leaders experience frustration, repeated questions, slow decision making, and high staff turnover. The Client Intensive Event created space for honest reflection. Several owners recognised that team dysfunction often starts with leadership behaviour. That awareness is powerful. When leaders change how they show up, teams respond.     Operational maturity formed the third pillar. We examined how margin is often lost in operations rather than in finance. By connecting systems properly and using accurate data from sales, service, projects and finance, MSP owners gain visibility over efficiency and profitability. We drilled into practical examples around help desk structure and the dispatcher role, helping owners see where small operational refinements can unlock meaningful financial impact. For one new client, this approach has already uncovered significant hidden profit within their first 60 days.     Beyond the structured content, what continues to define every Client Intensive Event is the community. Observational learning is a powerful force. When MSP owners hear peers tackling similar challenges, sharing openly and supporting one another, confidence rises quickly. Trust builds. Relationships deepen. Competitors become collaborators in the pursuit of higher standards. The energy in the room this time reflected a step change in maturity across the community.     One of the most rewarding moments came when we stood at the front for a group photograph and realised how far the community has grown. What started with a simple vision to help more MSP owners scale with confidence has become a room full of experienced leaders committed to doing business better. That growth is not measured only in revenue. It is measured in confidence, clarity and ambition.     The Client Intensive Event always concludes with a rebuild of each owner's 16-week plan. Ideas are distilled. Priorities are clarified. Actions are documented. This discipline ensures that inspiration turns into implementation. It prevents overwhelm and replaces it with focused progress.     If you are serious about building a business that works for you rather than you for it, stepping into a structured environment like a Client Intensive Event can transform the way you think about growth. Business maturity is not accidental. It is developed deliberately, one focused cycle at a time.     At The MSP Growth Hub, our mission remains simple. Help MSP owners accelerate success and scale with confidence. The Client Intensive Event is one of the most powerful ways we do that.    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!   

Anthropic's refusal to remove safeguards against mass domestic surveillance and fully autonomous weapons in its interactions with the Department of Defense establishes an explicit boundary on the use of AI in federal contracts. The company cited specific civic and legal risks, emphasizing that current AI systems are not reliable enough for autonomous weapon deployment and warning that government pressure on vendors to bypass statutory constraints poses broader accountability issues. This underscores a shift in liability for MSPs and IT providers—any weakening of safeguards under contract does not eliminate risk but instead transfers possible exposure down the technology supply chain. This position is reinforced by the lack of unconditional trust in military oversight, as highlighted by the Pentagon CTO's remarks, and by clear legal challenges, including violations of the Fourth Amendment and Department of Defense Directive 3000.09. Dave Sobel asserts that professional liability and cyber policies do not typically cover actions undertaken solely at government request where legal limits are breached. This increases the necessity for MSPs and IT leaders to verify that contract language explicitly defines acceptable AI use and to ensure written documentation before government or enterprise client demands arise. Additional analysis includes operational deployments of AI in service and workplace environments. Burger King's AI chatbot, Patty, and ServiceNow's autonomous request resolution underscore the friction between efficiency claims and trust gaps, as evidenced by a YouGov survey that found 68% of consumers lack confidence in AI customer service. Dave Sobel notes that MSP benchmarks tied to vendor ticket closure rates may not reflect real client satisfaction or risk, especially when legal requirements for monitoring and consent are not met. The episode further covers market reactions to speculative reports on AI-driven job displacement, studies demonstrating AI's failure to maintain human-like restraint in conflict scenarios, and IBM's valuation drop due to AI modernization tools. For MSPs and IT decision-makers, the practical takeaway is the need for documented governance, explicit contractual safeguards, and ongoing risk assessments when deploying or recommending AI solutions—particularly in environments where trust, human oversight, and insurability are not yet aligned with technical capability. Three things to know today: 00:00 Anthropic Refuses Pentagon Demands on Surveillance and Autonomous Weapons, Risks Contract 03:40 AI Hits the Human Layer — and Governance, Consent, and Trust Infrastructure Aren't Ready 07:37 AI Moves Markets, Escalates Wars, and Splits Partner Ecosystems — In One Week   This is the Business of Tech.    Supported by:  IT Service Provider University

Howie's got ahold of the bodycam footage in the latest mess MSP has gotten themselves into, and it's worse than we though. Howie plays you some of the cuts we pulled from the bodycam footage.  Visit the Howie Carr Radio Network website to access columns, podcasts, and other exclusive content.

The primary discussion in the episode centers on the increasing risk to data privacy posed by the adoption of artificial intelligence (AI) applications within SMB environments. Panelists highlighted the challenge of educating clients on how AI systems may access, process, and transmit sensitive information, sometimes integrating client data into broader training datasets owned by third parties. Specific emphasis was placed on the operational reality that data, once shared with AI models, may no longer be under the original owner's control. This development directly affects both regulatory compliance and client trust, especially for service providers tasked with protecting client environments. Supporting details referenced both technical and procedural countermeasures available to MSPs. Tools such as browser-based security assessments (e.g., Atacama), network analysis at the firewall, and Microsoft 365's built-in security features (Defender and Cloud App Security) were identified as practical resources for monitoring data flow and enforcing restrictions on AI integration. The approach recommended focuses on assessment-driven education—using tangible network data to demonstrate risks and capabilities, supporting MSPs in facilitating more accountable, informed decision-making among clients. Adjacent topics included a workforce transition in the MSP sector, driven by compliance and security requirements. The discussion referenced an industry demographic shift, with a substantive proportion of MSP owners above the age of 55, and many considering mergers or exits rather than evolving to meet new consulting, compliance, and productivity challenges introduced by AI. Additional coverage addressed the impact of AI and data center expansion on community resources (e.g., demands on electrical grids and water supply), as well as divergent organizational responses to emerging consumer technologies such as smart glasses.   Evolve or Exit -  Many MSP's are facing this reality https://mspglobal.com/blog/exit-or-evolve-msp-reinvention-cycle/ Browser based security assessment tool http://www.atakama.com   States moving to require AI to pay for its own electricity. https://www.perplexity.ai/page/states-move-to-shield-ratepaye-0_4v24YTRWGbech52eWGZw   Airforce ban meta glasses while army adopts them.  https://www.perplexity.ai/page/air-force-bans-meta-ai-glasses-KTBzW6_tQom3lJ6XuWNcZg Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Cybercrime's escalation has reached a projected $12.2 trillion annual impact by 2031, with a notable surge in remote monitoring and management (RMM) tool abuse—up 277% year-over-year, according to Huntress and supporting vendor reports. Attackers utilize legitimate IT tools to facilitate stealthier ransomware and phishing campaigns, amplifying structural vulnerabilities within MSP technology stacks. Key metrics from Acronis, WatchGuard, and Vectra AI indicate a shift to smaller, more evasive malware campaigns, longer times to ransomware deployment (averaging 20 hours), and widespread unaddressed security alerts, raising questions about the adequacy of current defenses and incident response practices. Vendor-supplied threat intelligence further shows that MSPs' reliance on signature-based platforms and insufficient visibility leaves them exposed to evolving attack techniques. Data reviewed suggests phishing footholds can quickly compromise cross-client environments, and legal ramifications heavily fall on the service provider when RMM or monitoring tools act as entry points. Notably, only about 58-60% of organizations report full visibility across their systems, with a majority of alerts remaining unaddressed, underscoring gaps in operational maturity and preparedness. Adjacent coverage highlighted Microsoft Copilot's repeated security control failures within regulated environments, specifically its inability to enforce sensitivity labels and boundaries across emails—most recently affecting the UK's National Health Service. The lack of vendor-announced architectural changes calls into question the viability of deploying AI tools in compliance-driven contexts. Separately, political and public backlash against surveillance technologies (such as Flock cameras) demonstrates that unchecked data collection is no longer a manageable passive risk, as data becomes increasingly actionable and retains liability beyond technical considerations. The practical takeaway for MSPs and IT leaders is a need to prioritize audit, documentation, and enforcement of controls within their technology stacks, especially where vendor tools or AI-driven automation intersect with compliance and client trust. Preserving operational optionality and scrutinizing vendor terms—particularly data sharing and architectural enforcement—are essential to reduce exposure. Waiting for vendor patches, disregarding documented control failures, or underestimating public scrutiny elevate liability across legal, reputational, and client relationship domains. Four things to know today: 00:00 Vendor Threat Reports Converge on One Risk MSPs Can't Outsource: The RMM as Breach Vector 05:11 Copilot Failed Compliance Controls Twice in Eight Months — A Patch Won't Fix That 07:03 Flock Backlash Exposes the Liability Hidden in Every Vendor Data-Sharing Contract 09:42 GTDC Summit: Distributors Pitch AI On-Ramp as Hyperscalers Compress Their Margin Sponsored by:  

Join Brian Doyle on this episode of MSP Business School as he sits down with Doug Kreitzberg from SeedPod Cyber to discuss the intricate world of cybersecurity insurance. Kreitzberg, with a rich background in the insurance industry, explores the dynamic relationship between MSPs and cyber insurance providers. He highlights the importance of having well-designed insurance programs that align with the specific technology and risk environments of SMBs (Small and Medium-sized Businesses). Doug's insights shed light on how MSPs can leverage cyber insurance to build trust and offer more value to their clients. In this episode, Doug Kreitzberg delves into the complexities of cyber insurance underwriting, emphasizing the role of MSPs in ensuring their clients are adequately protected. He reveals eye-opening statistics regarding insurance claims and the common pitfalls businesses face when they fail to understand the nuances of their coverage. By partnering with firms like SeedPod Cyber, MSPs can better navigate these challenges, offering their clients tailored insurance solutions that account for evolving risks, including the impacts of AI on cybersecurity protocols. Kreitzberg shares the latest trends in the industry, where insurers are starting to offer managed security services, potentially disrupting traditional MSP roles. Key Takeaways: Understanding Claims: 44% of cyber incidents result in denied claims due to unmet tech stack requirements, emphasizing the need for comprehensive and precise policy coverage. MSP Partnerships: Collaborations between MSPs and cyber insurance providers can enhance risk management and simplify the insurance process, benefiting both parties. Insurer Trends: Some insurance carriers are venturing into offering security services, creating potential conflicts of interest with MSPs. Risk Evaluations: Tools like the Insurability Audit help MSPs communicate risks and insurance needs more effectively to clients, aligning coverage with actual tech environments. Fee Income Opportunities: MSPs can benefit financially by incorporating SeedPod's systems, offering audit processes that create additional revenue streams. Guest Name: Doug Kreitzberg LinkedIn page: https://www.linkedin.com/in/dougkreitzberg/ Company: SeedPod Cyber Website: https://seedpodcyber.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

In this insightful episode of MSP Unplugged, host Paco Lebron welcomes Degly Mendez, CEO of Avanzar IT Systems (South Pasadena, CA) and Vice Chair of the GTIA ISAO Advisory Group. Degly shares his journey into MSP leadership, his focus on cybersecurity for small/mid-sized businesses, and practical ways to make education a real defensive layer. Key takeaways include: Building ongoing cybersecurity awareness for non-tech-savvy SMB clients (beyond one-offs like "Be Cyber Aware" sessions) — challenges, retention tips, and scaling methods (webinars, tools, gamified scenarios) Metrics and stories showing when education truly reduces incidents "Secure your own house first": Fortifying Avanzar internally (team training, processes, tough investments) to avoid being the weak link Common MSP pitfalls on internal security (vendor risks, tool sprawl, early practice drops) and how to fix them Using the "Run, Protect, Grow" IT budgeting framework to prioritize Protect (including people education) without it feeling like a cost sink Evolving programs for AI-driven threats/opportunities — recent changes to stay ahead Best advice for resource-constrained MSPs: Scaling education without burnout or client overload, plus one non-negotiable step to fortify your own business now Rapid-fire: Underrated resource/habit for scaling efforts, biggest "aha" on internal ops, and the one cyber education practice he'd mandate industry-wide Perfect for MSP owners, cybersecurity pros, and IT leaders focused on proactive defense, people-powered security, and leading by example in a resource-tight world. Tune in weekly on YouTube.com/MSPUnplugged for more actionable MSP advice. Like, subscribe, and hit notifications! Also available on your favorite podcast app. Don't forget tickets for TechConUnplugged at TechConunplugged.com. #MSP #Cybersecurity #CyberEducation #MSPsecurity #RunProtectGrow #SMBcyber #ITLeadership

Welcome to the newly rebranded Get More MSP Leads podcast. In this episode, Laura Johns introduces Lydia Walker, TBG's new COO and a 20-year MSP and telecom operator who has sat in the same seat many of you are in right now. Laura was not looking for another marketing expert. She was looking for someone who understands how to run an MSP. Someone who knows where growth breaks. Someone who loves fixing broken things. Together, they break down: • The Visionary and Integrator dynamic and why it matters for MSP growth • How operational gaps quietly sabotage your lead generation • Laura's "hole in the boat" metaphor and what it reveals about scaling • Why MSPs flail when they do not truly know who they are • What this leadership shift means for TBG clients and their results Most agencies hire more marketers. TBG hired an operator who has been the client. If you care about predictable growth, strong systems, and lead generation your operations can actually support, this episode connects the dots. Because getting more MSP leads is not just about marketing. It is about building a business that can handle the growth. 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

Here is a short, first-person podcast description based on your transcript:Episode Description:Are your MSP prospects ghosting you after you present their network assessment? It's probably because you're treating that assessment like a discovery call—and skipping the most fundamental part of the consultative sales process.In this episode, I'm breaking down a massive mistake I see IT sellers making: presenting problems instead of uncovering pain. A network assessment gives you facts and technical vulnerabilities, but facts don't motivate buyers—feelings and business impact do. People don't pay to fix problems that aren't causing them pain.Tune in to hear why all roads lead back to discovery, and learn how to properly structure your sales process so you can stop getting ghosted and start closing at a best-in-class rate.//Welcome to The Ray J. Green Show, your destination for tips on sales, strategy, and self-mastery from an operator, not a guru.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

Ekco, one of Europe's leading security-first managed security service providers (MSSP), has announced the acquisition of Cork-based Datalogix. Ekco, founded and headquartered in Dublin, is continuing its ambitious acquisition trail, following a busy year in 2025 with three strategic acquisitions. Datalogix is a Cork-headquartered operational technology (OT) business with over 20 years' experience delivering proactive OT services to enterprise customers across Ireland, the UK, and the US. It provides secure OT infrastructure design, implementation, and support services that automate industrial processes for companies in the life sciences, pharmaceutical, general manufacturing, and critical national infrastructure sectors. The company's team will join Ekco's workforce of more than 1,000 people globally across Ireland, UK, the Netherlands, Malaysia, and South Africa. Datalogix will form part of Ekco's security division, bringing the division's revenues to a €100 million share of Ekco's overall group revenues of €200 million. The acquisition will significantly expand Ekco's OT capabilities in the Irish, UK, and US markets, under the leadership of Ekco Ireland CEO Steve MacNicholas. It will enable Ekco to increasingly secure IT and OT convergence for customers amidst a growing OT threat landscape and a complex regulatory backdrop. As part of Ekco's rapid growth strategy, Datalogix marks the eighth company to be acquired by Ekco in the last two years. The acquisition follows the 2025 purchases of cybersecurity consultancy Predatech, and managed service providers (MSP) Solsoft and Adapt IT. It signifies another milestone in Ekco's ambition to build a security-first unified MSP platform across Europe. Datalogix is led by Managing Director Der Cremen and Chief Technical Officer Damian White, who will bring over 50 years' combined industry experience to Ekco. Steve MacNicholas, CEO of Ekco Ireland, said: "Having known Datalogix well for many years, we have always admired their highly specialised and client focused capabilities as trusted OT advisors in the life sciences, pharmaceutical, and critical national infrastructure markets. With Ekco's world class expertise in security-first managed services and cutting-edge technology, this partnership is a perfect match – and we are looking forward to growing and learning together." Der Cremen, Managing Director of Datalogix, added: "Joining Ekco enables us to increasingly invest in and develop our OT capabilities to bring enhanced resources and resilience to our customers, backed by Ekco's scale—while maintaining the responsiveness they value." Ronan Murray, EY M&A Partner, said: "EY were delighted to provide sell side M&A lead advisory and tax services to the shareholders of Datalogix on the company's sale to Ekco. Congratulations to the combined team." See more stories here. More about Irish Tech News Irish Tech News are Ireland's No. 1 Online Tech Publication and often Ireland's No.1 Tech Podcast too. You can find hundreds of fantastic previous episodes and subscribe using whatever platform you like via our Anchor.fm page here: https://anchor.fm/irish-tech-news If you'd like to be featured in an upcoming Podcast email us at Simon@IrishTechNews.ie now to discuss. Irish Tech News have a range of services available to help promote your business. Why not drop us a line at Info@IrishTechNews.ie now to find out more about how we can help you reach our audience. You can also find and follow us on Twitter, LinkedIn, Facebook, Instagram, TikTok and Snapchat.

What does it take to turn the dream of an autonomous SOC into something organizations can actually deploy? Subo Guha, Senior Vice President of Product Management at Stellar Cyber, joins Sean Martin to share how the company's AI-driven security operations platform is making that vision a reality. Stellar Cyber serves SOC teams across more than 50 countries, with a primary focus on MSPs and MSSPs supporting the underserved mid-market, though marquee enterprise customers like Canon are also part of the portfolio.How can agentic AI change the way SOC teams handle alert overload? Guha describes what he calls a "digital army" of AI agents that work around the clock to automate alert triage and catch phishing attacks. The system filters 70 to 80 percent of incoming alerts, allowing analysts to focus on the 20 percent that matter most. With attackers using AI to launch faster and more frequent campaigns, Stellar Cyber takes a human-augmented approach, meaning the AI learns from analyst interactions and continuously guides the SOC team toward faster, more accurate remediation.Why does this matter for MSPs operating on thin margins? Guha explains that the autonomous SOC capability layered on top of Stellar Cyber's XDR platform allows MSSPs to serve more customers, reduce mean time to repair, and grow their tenant base without proportionally increasing staff. When MSSPs grow revenue, Stellar Cyber grows alongside them, creating a mutually beneficial model that ultimately means more organizations get protected.This is a Brand Highlight. A Brand Highlight is a ~5 minute introductory conversation designed to put a spotlight on the guest and their company. Learn more: https://www.studioc60.com/creation#highlightGUESTSubo Guha, Senior Vice President of Product Management, Stellar Cyber @LinkedInRESOURCESLearn more about Stellar Cyber: https://stellarcyber.aiAre you interested in telling your story?▶︎ Full Length Brand Story: https://www.studioc60.com/content-creation#full▶︎ Brand Spotlight Story: https://www.studioc60.com/content-creation#spotlight▶︎ Brand Highlight Story: https://www.studioc60.com/content-creation#highlightKEYWORDSSubo Guha, Stellar Cyber, Sean Martin, brand story, brand marketing, marketing podcast, brand highlight, autonomous SOC, agentic AI, security operations, XDR, NDR, MSSP, MSP, alert triage, AI-driven security, Open XDR, Gartner Magic Quadrant, phishing detection, SOC automation Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of The IT Experts Podcast, we ask a powerful question. Are you ready to stop being the bottleneck in your MSP and step into true Owner Not Needed leadership?    So many MSP owners tell us the same story. They are still the person everything flows through. Every decision lands on their desk. Every problem escalates to them. Every opportunity waits for their approval. They are working eighty or ninety hours a week while the rest of the team finishes at five. And deep down, they are wondering whether the business is working for them, or whether they are working for the business.    At The MSP Growth Hub we use the phrase Owner Not Needed. It is not about disappearing. It is about building a business that can grow, perform and create value without being dependent on you for every move. One day you will exit your MSP. Whether that is five years away or fifteen, the value of your business will be shaped by how needed you are. The less dependent it is on you, the stronger the valuation and the more freedom you create along the way.    One of the biggest fears around Owner Not Needed is loss of control. Owners worry that if they delegate properly, quality will slip, standards will drop and clients will suffer. The truth is that poor delegation creates risk. Structured delegation reduces it. When you build clarity around roles, responsibilities and expectations, you do not lose control. You create scale.    Another common challenge is decision dependency. Your team comes to you with ten-pound tasks. Small decisions. Quick clarifications. Simple approvals. Individually they feel harmless. Collectively they make you the bottleneck. A practical shift is the one three one rule. When someone brings you a problem, ask for one decision, three options and their recommendation. This develops thinking, confidence and ownership. It moves you closer to Owner Not Needed behaviour and further away from reactive firefighting.    There is also the emotional side. What happens if the business runs smoothly without you? What happens if the team no longer needs your input every hour? Some owners experience a subtle fear of becoming irrelevant. The shift from technical doer to strategic leader is not easy. What got you here will not get you there. Owner Not Needed requires you to redefine your value. You move from fixing tickets to setting direction. From solving immediate problems to shaping long term outcomes.     A practical starting point is to define your thousand pound an hour tasks. These are strategy, leadership, growth planning, financial oversight and culture. If you are spending your week buried in technical work or low value approvals, you are operating far below your true impact level. Owner Not Needed is about elevating your contribution. Delegate the ten-pound tasks. Develop your leadership team to handle the hundred-pound tasks. Protect your time for the thousand-pound decisions that drive growth.     Building leaders rather than helpers is another essential shift. Helpers wait for instruction. Leaders take ownership. They understand their numbers. They report performance. They challenge ideas. They contribute to innovation. This requires structure. Clear KPIs. Departmental plans. Individual accountability. Regular one to ones. Without structure, people drift. With structure, they grow. Owner Not Needed thrives in a culture of clarity.     Numbers also play a critical role. Many MSP owners cannot confidently say whether they are truly making money. They look at the bank balance and hope. Owner Not Needed demands financial visibility. Know your margins. Know your EBITDA. Share the right metrics with your team. When everyone understands performance, decisions improve and dependency reduces.     Staying strategically involved is different from daily firefighting. A weekly cadence focused on progress, priorities and performance replaces reactive noise. Instead of walking around asking how things are going, you review structured updates. Instead of solving every issue, you coach leaders to solve them. This is how Owner Not Needed becomes a lived reality rather than a slogan.    The benefits are powerful. Clear head space to think. A capable leadership team making aligned decisions. Consistent delivery without owner interruption. More time with family and friends. Greater flexibility and control over how you spend your time. And when the day comes to sell, a stronger multiplier because the business is not reliant on you.    Owner Not Needed is not about stepping away and hoping for the best. It is about intentionally building a structure that allows the business to thrive without constant owner intervention. When you lift yourself out of the bottleneck position, you unlock growth, value and freedom.     If this episode has struck a chord, take a moment to reflect. Where are you still the decision maker for something your team could own? What would change if you truly embraced Owner Not Needed thinking?   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!   

What does it take to turn the dream of an autonomous SOC into something organizations can actually deploy? Subo Guha, Senior Vice President of Product Management at Stellar Cyber, joins Sean Martin to share how the company's AI-driven security operations platform is making that vision a reality. Stellar Cyber serves SOC teams across more than 50 countries, with a primary focus on MSPs and MSSPs supporting the underserved mid-market, though marquee enterprise customers like Canon are also part of the portfolio.How can agentic AI change the way SOC teams handle alert overload? Guha describes what he calls a "digital army" of AI agents that work around the clock to automate alert triage and catch phishing attacks. The system filters 70 to 80 percent of incoming alerts, allowing analysts to focus on the 20 percent that matter most. With attackers using AI to launch faster and more frequent campaigns, Stellar Cyber takes a human-augmented approach, meaning the AI learns from analyst interactions and continuously guides the SOC team toward faster, more accurate remediation.Why does this matter for MSPs operating on thin margins? Guha explains that the autonomous SOC capability layered on top of Stellar Cyber's XDR platform allows MSSPs to serve more customers, reduce mean time to repair, and grow their tenant base without proportionally increasing staff. When MSSPs grow revenue, Stellar Cyber grows alongside them, creating a mutually beneficial model that ultimately means more organizations get protected.This is a Brand Highlight. A Brand Highlight is a ~5 minute introductory conversation designed to put a spotlight on the guest and their company. Learn more: https://www.studioc60.com/creation#highlightGUESTSubo Guha, Senior Vice President of Product Management, Stellar Cyber @LinkedInRESOURCESLearn more about Stellar Cyber: https://stellarcyber.aiAre you interested in telling your story?▶︎ Full Length Brand Story: https://www.studioc60.com/content-creation#full▶︎ Brand Spotlight Story: https://www.studioc60.com/content-creation#spotlight▶︎ Brand Highlight Story: https://www.studioc60.com/content-creation#highlightKEYWORDSSubo Guha, Stellar Cyber, Sean Martin, brand story, brand marketing, marketing podcast, brand highlight, autonomous SOC, agentic AI, security operations, XDR, NDR, MSSP, MSP, alert triage, AI-driven security, Open XDR, Gartner Magic Quadrant, phishing detection, SOC automation Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode, we do a deep dive on Landing Pages. The content used in ads is a big part of the battle, but the landing page will make or break a campaign. We outline real life examples of how landing page changes increased conversion rates, must haves on landing pages, and we read the EXACT landing page we're running right now for MSP clients. Need help improving the content in your ads? Start a trial at: https://campers.msp-camp.com/

Welcome to a feed drop ofthe SMB Community Podcast, the longest-running MSP-focused podcast in the industry.  Hosts James Kernan and Amy Babinchak dive deep into AI go-to-market strategies for 2026, inspired by insights from Amy Babinchak's recent AI class for MSPs.They open with the latest news on Microsoft Copilot and Anthropic's integration, highlighting new privacy and security features for Office apps. Then, they explore how MSPs can not only adopt AI internally but also create new, innovative service offerings for their clients—like custom AI grant-writing agents for nonprofits, real-world business demonstrations, and the integration of AI readiness assessments.Pricing strategies, project sales versus monthly recurring revenue, and the importance of meaningful quarterly business reviews also come under the spotlight. Throughout the conversation, Amy Babinchak and James Kernan share practical examples, discuss industry challenges, and encourage listeners to rethink and monetize their approach to AI as we move toward 2026.Tune in for fresh ideas, actionable strategies, and a glimpse into the real-world experiences of MSPs shaping the future with AI, and find it on your favorite podcast player.   Links at https://smbcommunitypodcast.com

A coalition of more than 20 mayors across Minnesota is calling on the state for help with recovery from the surge of federal agents in the last two months. We'll hear from the mayor of Brooklyn Center about the group's number one ask to state lawmakers.It's been a week since border czar Tom Homan announced a plan to significantly reduce the number of federal agents in Minnesota. But has that been the case on the ground? What data on flights out of MSP carrying detainees indicates.Homan also claimed federal agents had located more than 3,000 supposedly missing unaccompanied children during the surge. A local expert breaks down what that might mean.And we'll meet a Minnesota ER doctor consulting for the hit TV show “The Pitt.“Our Minnesota Music Minute was “Minneapolis Madness” by room3, Alex Brown, David Feily and LA Buckner. Our Song of the Day was “Human” by Brandi Carlile.

Meter: Visit https://meter.com/itcareer to book a demoAre you trying to break into the information technology field and considering working for an MSP?This video tackles whether a managed service provider role is the fastest entry point or a potential path to early career burnout.We break down the pros and cons so you can make an informed decision for your IT career.Learn the realities of help desk jobs in an MSP setting and how to avoid burnout in your first IT job.

This Week's Highlights:1. Elevating Your Business ConversationsEver feel anxious about those business-focused meetings with customers? You're not alone! In this episode, Amy Babinchak and James Kernan share their personal experiences—like ice-breakers for introverts, why finding common ground matters, and how to move the business convo from awkward to actionable. Here's Amy's advice: listen actively, ask about their growth and goals, and let those insights lead you into productive IT conversations. You don't need to come to the table with all the answers—just be ready to listen and respond.2. Why MSAs MatterAre Master Service Agreements (MSAs) critical? Our hosts agree: absolutely. James Kernan and Amy Babinchak lay out why every MSP should have a clear, enforceable contract with each customer (especially if you ever plan to sell your business). They cover how overcomplicated contracts can be a sales hurdle, the importance of keeping agreements simple, and protecting your liability in the age of fast-moving tech and shadow AI.3. Industry NewsWe touch on the recent Pax8 hack—what was exposed, why you should care, and how leaks can impact negotiations. Plus, a heads-up on the ongoing scarcity and price hikes for memory and storage thanks to AI's heavy demand. Don't skimp when buying devices for clients! Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Welcome to the Embrace the Squiggle family, Ashleigh!Ashleigh Beadle joins Colleen as the new co-host of Embrace the Squiggle. Ashleigh shares her squiggly career path through often male-dominated fields. She discusses the mentorship and coaching she received that changed her career. And we dig into Sage & Saunter her new business with a focus on helping small to mid-sized business owners scale or sell by optimizing for value and also supporting buyers- especially for MSPs.Join ETS Book Club for Atomic Habits, register here: https://us02web.zoom.us/meeting/register/3EK-BGfBRHehD2jW2bApHQ#/Need accountability in your goals? Join the Squiggle Huddle with Colleen.Learn more and Register here: https://www.maxady.com/workshops/p/the-squiggle-huddle-monthly-accountability-for-2026-goalsIf you want to be a guest on Embrace the Squiggle? Apply hereCheck out Sage & Saunter for MSP and IT Services that adds value, reduces risk, and prepares you for growth: https://sage-saunter.comStay in Touch with Your Hosts:Colleen on LinkedIn: https://www.linkedin.com/in/comara/Ashleigh on Linkedin: https://www.linkedin.com/in/ashleigh-beadle/Subscribe wherever you get your podcasts for more conversations that transform career complexity into your competitive advantage!

In this episode, Eric talks with Michael Bakaic of Iceberg Cyber about practical ways to generate more business—whether you're an MSP or any service company.They break down how to:Use lead magnets that actually start sales conversationsTurn in-person events into a steady stream of opportunitiesMove beyond referrals and build a repeatable lead engineGet over the fear of rejection and the myth that “great products sell themselves”If you're serious about filling your pipeline and winning more clients, this one's for you.For even more on cybersecurity, startups, MSPs, and entrepreneurship, join Michael on the Cyber Confidential podcast.

Corsica Technologies' reported 105% year-over-year growth in managed services bookings stands out as the primary development, indicating heightened demand for flexible service models among businesses with existing IT functions. According to Brian Harmison, CEO of Corsica, this growth is attributed to the company's focus on operational integration, automation, and data-centric managed services that supplement, rather than replace, in-house IT capabilities. The significance for MSPs is not the expansion itself, but the operational choices that enable sustained trust and differentiated engagement in a competitive landscape. Supporting details clarify Corsica's operational strategy: instead of automating or deploying AI indiscriminately, Harmison emphasizes that automation and AI are only effective atop an already “operationally excellent” MSP framework. Practical deployments cited include user onboarding/offboarding workflows, which demand both internal process clarity and integration with client HR systems. The company positions data integration and workflow consulting as integral to MSP-client relationships, not as add-on projects. Corsica's contracts reportedly reduce friction and avoid asset-tracking or incremental billing, seeking to foster longer-term trust over short-term revenue optimization. The episode also addresses the implications of Corsica's acquisition of Accountability IT. Harmison cites alignment in operating models and targeted capabilities—especially in Microsoft security and AI expertise—as central to the integration's value, rather than generic synergies. He notes that continuity of client relationships and careful preservation of existing service structures were prioritized in the first 90 days, even at the expense of speed, to mitigate operational risk and maintain client trust. The discussion highlights the risk tradeoffs between scaling for broader capability and maintaining agility for specialized client needs. For MSPs and IT leaders, the takeaway is to focus on risk reduction through operational excellence and trusted client relationships. Embracing automation and AI is not a universal solution; process maturity and readiness in both the provider and customer are preconditions for any meaningful implementation. Acquisitions require careful cultural and operational integration, with an emphasis on continuity and incremental capability, rather than immediate consolidation or scale. The episode frames operational clarity and trust—not rapid expansion or technology adoption—as critical determinants of long-term viability and resilience in managed services.

Welcome to episode 215 of the Killing IT Podcast! In this lively installment, hosts Karl Palachuk, Dave Sobel, and Ryan Morris kick off the new year by comparing winter experiences across the country—from sunny California to snow-blocked Virginia and the mild slopes of Utah.The conversation quickly shifts gears to tackle some of the biggest challenges—and opportunities—facing IT businesses today. The trio dives deep into the global arms race for electricity, highlighting China's explosive growth in energy capacity and exploring what it means for data centers, AI, quantum computing, and the MSP landscape. They emphasize that reliable power isn't just a utility, but the lifeblood of all technological progress.The hosts then dissect major investments in AI within the IT services industry, focusing on the partnership between Thrive Holdings, Shield Technology Partners, and OpenAI. Will the influx of capital and the hands-on involvement of OpenAI engineers reshape managed services—or disrupt the competitive landscape for smaller providers?Finally, the conversation turns to the hot topic of AI-driven software development and its impact on the traditional software industry. Is it hype, a genuine threat, or a new era of innovation? Dave, Ryan, and Karl share strong opinions on whether AI will augment or replace human developers, and what that means for both market leaders and scrappy startups. Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

In this episode of MSP Business School, host Brian Doyle welcomes back industry analyst and media personality Dave Sobel. Known for his critical and transparent approach, Sobel dives into the transformative journey of his recent acquisition, discussing the strategic merger with Carl Polachuk's Small Business Thoughts Community. This episode provides an in-depth look into the dynamics of the merger and acquisition process, touching upon essential topics such as collaboration, community building, and strategic growth within the MSP industry. During the conversation, Dave Sobel elaborates on the critical importance of transparency and unbiased content in media, specifically within the IT services sector. Sobel shares insights on his approach to acquisitions, emphasizing the value of due diligence, legal consultation, and careful financial planning. By integrating his media expertise with Carl Polachuk's well-regarded community resources, Sobel aims to craft a holistic educational ecosystem for MSPs, stressing the need for adaptation in the face of technological advancements such as AI and automation. Key Takeaways: Transparency and community are central to building valuable resources in the MSP space, as demonstrated by Dave Sobel's recent acquisition of the Small Business Thoughts Community. Transitioning to new business models involves careful strategic planning and risk assessment, including extensive collaboration with legal, financial, and advisory teams. Embracing new technologies like AI requires a balanced approach, focusing on both technical execution and business strategy to ensure sustainable growth. Legal and governance aspects are critical when integrating new technological solutions, highlighting the importance of thorough contract reviews and stakeholder alignment. Building a community that supports the ongoing education and development of MSPs is vital for navigating the constantly evolving tech landscape. Guest Name: Dave Sobel LinkedIn page: https://www.linkedin.com/in/davesobel/ Company: MSP Radio Website: https://mspradio.com Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

First, we talk to The Indian Express' Sukrita Baruah about a video that was posted on the twitter handle of the Assam BJP and has now landed it into trouble. She talks about the video, how it has been received, its repercussions given the situation in the state, and the party's reaction to it. Next, we talk to The Indian Express' Sujit Bisoyi about protest led by the BJD in Odisha. He shares that the population of the state largely constitutes of farmers, and how issues related to MSP and paddy procurement have been very important to the state and are the cause behind the current protests by BJD against the ruling BJP government. (11:31)Lastly, we talk about India's procurement of 114 Rafael fighter jets and Poseidon 8I maritime surveillance and anti-submarine warfare aircraft. (21:35)Hosted by Niharika NandaProduced by Shashank Bhargava and Niharika NandaEdited and mixed by Suresh Pawar

At ITEXPO / MSP EXPO, Jim Gurol, CEO of California Telecom, joined Doug Green to discuss NetVerge, a modern software platform designed to address a persistent challenge for MSPs: SaaS sprawl and operational inefficiency. NetVerge was born from Gurol's own experience running an MSP. Faced with juggling multiple ticketing systems, monitoring tools, and documentation platforms, his team found themselves “swivel chairing” between applications that didn't integrate cleanly. Rather than accept outdated workflows, they built their own platform from the ground up. “We wanted to build something from scratch, from the ground up, from our pain,” Gurol explained, emphasizing that NetVerge evolved directly from real-world MSP feedback. The platform consolidates core MSP functions into a modern, AI-enabled environment. Its ticketing interface resembles real-time chat, allowing technicians to collaborate through mentions and threaded conversations rather than traditional form-heavy systems. NetVerge also incorporates AI workflow agents that assist with troubleshooting, pen testing, and other operational tasks. MSPs can even design their own AI agents to automate repetitive processes—helping firms scale without proportionally increasing headcount. Gurol believes this practitioner-driven design is a key differentiator. “We live it,” he said, noting that firsthand MSP experience informs how the platform handles alert management, ticket flow, and day-to-day operational realities. For MSPs looking to reduce tool fragmentation, modernize workflows, and deploy AI in practical ways, NetVerge aims to offer a unified alternative. Visit https://californiatelecom.com/

At ITEXPO / MSP EXPO, Paul Daigle, Senior Managing Partner and Founder of BizAdvisoryBoard, introduced a new free resource designed to help MSPs grow more strategically: the MSP Business Growth Marketplace. In his conversation with Doug Green, Publisher of Technology Reseller News, Daigle positioned the platform as a response to a common challenge in the channel—MSPs working in their business rather than on it. Unlike vendor-led marketplaces that focus on extending product reach, this marketplace takes what Daigle calls a holistic approach across eight operational focus areas: sales, marketing, legal, CPA, HR, coaching, services, and support. “We're the only marketplace in the world that specializes in the holistic approach within the eight operational focus areas of an MSP,” Daigle said. “It's like an eight-cylinder engine—you need all those pistons working together.” The platform is vendor-agnostic and designed to match MSPs with vetted resources aligned to their size and growth stage. Whether an MSP needs specialized legal counsel, HR guidance, financial expertise, or operational coaching, the marketplace aims to connect them with providers who understand the MSP model. The goal is to streamline access to trusted partners at the precise moment MSP executives are actively seeking solutions. The concept emerged from BizAdvisoryBoard's executive coaching and M&A advisory work, where Daigle's team consistently fielded requests for qualified referrals. With strong interest from vendors and service providers at MSP Expo, the MSP Business Growth Marketplace is positioned as a centralized growth engine for MSP leaders focused on scaling with structure, discipline, and long-term value creation. Visit https://bizadvisoryboard.com/

At ITEXPO / MSP EXPO, Simon Bradbrook, Senior Sales Engineer BSG at Snom, joined Doug Green to discuss why hardware reliability, mobility, and voice infrastructure still matter in a cloud-first world. Snom, a member of the Cloud Communications Alliance (CCA), was one of the original IP phone manufacturers, launching one of the first commercially available IP phones in 2001. Today, Snom operates under the global manufacturing strength of VTech, one of the world's largest electronics manufacturers, with additional portfolio depth through the acquisition of Gigaset. Bradbrook highlighted Snom's wireless DECT solutions as a major differentiator for MSPs. Unlike Wi-Fi-based voice devices, DECT was purpose-built for voice communication, providing secure, encrypted, and highly reliable connectivity—especially critical in healthcare, assisted living, and large campus environments. “When I need to make an emergency call, I want to rely on a product that's actually going to complete that call,” Bradbrook noted, underscoring the importance of dependable voice in mission-critical settings. The Snom M900 multi-cell DECT system, which was used live during MSP Expo for staff communications, supports use cases ranging from hospitals and retirement facilities to warehouses. Features such as encrypted voice channels and optional accelerometer-based emergency alerts—capable of detecting a fall and automatically triggering assistance—expand the value proposition for MSPs serving vertical markets with safety and compliance requirements, including HIPAA-sensitive environments. Through VTech's global manufacturing footprint and distribution network, Snom is able to offer a three-year advanced replacement warranty. If a hardware issue is confirmed, a replacement unit is shipped immediately—without waiting for return processing—providing operational continuity for MSP partners and their customers. For MSPs seeking to expand beyond standard desk phones into scalable mobility and enterprise-grade wireless solutions, Snom and Gigaset offer complementary portfolios designed to fit environments from SMB retail to large enterprise campuses. Visit https://www.snomamericas.com/

At ITEXPO / MSP EXPO, Jon Arnold, Principal of J Arnold & Associates, joined Doug Green to share his perspective on the event's evolution, the growing dominance of AI in conference programming, and the escalating fraud challenges facing the communications industry. A long-time analyst and contributor, Arnold participated in four sessions during the show, primarily focused on cybersecurity, mobile communications, and fraud mitigation. Arnold noted that while ITEXPO continues to feature its traditional telecom and MSP programming, AI now permeates nearly every track—from agentic AI discussions to vertical-focused sub-events. At the same time, he observed a visible shift on the show floor, with fewer hardware vendors and more companies centered on cybersecurity and risk mitigation. “There's a steadiness to this show that I kind of like year after year,” Arnold said, while acknowledging that the exhibitor footprint and attendee mix are evolving. Across his moderated sessions, a central theme emerged: fraud is accelerating, and AI is amplifying the challenge. Topics included branded calling, RCS, KYC/Know Your Customer frameworks, and the persistent vulnerabilities within mobile networks. Arnold emphasized that fraud has become a multi-layered ecosystem problem. “Before AI, the bad guys were maybe half a step ahead. With AI, they're three or four steps ahead,” he observed, highlighting how rapidly attackers are leveraging automation and generative tools. A standout moment for Arnold was a presentation by ethical hacker Jesse “Hackajack” Tuttle, who illustrated the pervasiveness of fraud from a former attacker's perspective. The session reinforced the need for stronger regulatory frameworks, greater carrier coordination, and increased industry urgency around consumer protection. As the communications industry balances innovation with risk, Arnold's takeaway was clear: the fraud problem is worse than many assume, and solving it will require deeper collaboration across the ecosystem. Visit https://www.jarnoldassociates.com/

At ITEXPO / MSP EXPO, Ty Richardson, CEO of One Global Business Financing Corporation, joined Doug Green to discuss one of the most consequential realities facing MSP owners: at some point, you will either acquire—or be acquired. Richardson outlined how today's M&A environment has expanded beyond large “behemoth” firms, enabling even $1–$5 million MSPs to pursue viable exit strategies or strategic acquisitions. One Global Business Financing Corporation operates as a capital advisor and intermediary, working between MSPs and a broad network of lenders, private credit firms, family offices, SBA providers, and private equity sources. “We do the work so that you don't have to,” Richardson explained. Rather than forcing MSPs to navigate banks and paperwork alone, his firm evaluates financial positioning, collects documentation, surveys more than 6,000 capital providers, and returns with structured options tailored to the owner's goals—whether that means a line of credit, equipment financing, a term loan, real estate acquisition, or full M&A funding. Richardson emphasized that financing strategy begins years before a sale. MSPs planning an exit in three to five years must structure recurring revenue, strengthen contracts, build leadership teams, and maintain solid financial reporting. “If you are structuring yourself for a sale, the one thing you should be thinking about is how do I make this easy for a buyer to qualify?” he said. That preparation can significantly impact valuation and buyer confidence. The conversation also highlighted alternative deal structures, including partial acquisitions, staged buyouts, and SBA-backed transactions for smaller firms. Richardson noted that many MSPs initially assume they simply “need a loan,” when in reality more tax-efficient or strategically structured financing solutions may exist. The firm often works in consultation with tax professionals and legal advisors to optimize long-term positioning. Finally, Richardson advised MSP owners to begin networking early if a sale is on the horizon. By cultivating relationships over several years, owners may find qualified buyers privately—avoiding the noise and unqualified interest that often comes with broadly marketing a business for sale. Visit https://oneglobalfinancing.com/

At ITEXPO / MSP EXPO, Doug Green, Publisher of Technology Reseller News, spoke with Lyle Pratt, CEO of Vida, about the company's latest release: an expanded AI Agent Operating System designed for enterprise scale and built specifically for MSPs and channel partners. Vida provides AI-powered phone agents that integrate directly into existing UCaaS and telecom environments. With native SIP registration, Vida's agents can register back to an MSP's current UCaaS platform and appear just like any other VoIP endpoint. The new release enhances omnichannel capabilities, centralized control, observability, billing integrations, and reseller management—allowing MSPs to deploy, monitor, and monetize AI agents at scale across multiple customers. Pratt emphasized that the platform was architected from a telecom channel background. “We've designed the OS specifically for MSPs,” he said. “We make it extremely easy to roll those out to all your customers using our AI Agent OS.” Vida supports a multi-tier model—partners, resellers, enterprises, and agents—enabling white-label deployments where MSPs retain brand control and pricing authority. The platform also includes built-in billing and reporting capabilities to streamline recurring revenue operations. A key opportunity lies in redirecting call traffic that traditionally flows to third-party call centers or BPOs. Vida's AI phone agents can handle first-tier interactions at approximately 15 cents per minute, enabling MSPs to capture revenue streams that previously bypassed them. “Software is going to begin to eat into the labor market,” Pratt noted. “And that actually is great for MSPs because they sell software solutions—now they can collect those margins for themselves.” As AI continues to reshape communications infrastructure, Vida is positioning its platform as the backbone for next-generation IVRs, auto attendants, and voice-driven automation. With SOC 2 and HIPAA compliance, flexible integrations, and omnichannel automation capabilities across voice, SMS, and email, the company is aiming to simplify AI deployment for MSPs while opening new, high-margin revenue paths. Visit https://vida.io/

Howie continues to cover the recent indictment of four MSP, one of which was on a show Boston's finest and then Howie plays some cuts from the press conference announcing the indictments.  Visit the Howie Carr Radio Network website to access columns, podcasts, and other exclusive content.

IT spending continues to expand, with North America projected to lead a 12.6% increase to $2.6 trillion, primarily due to hyperscaler investments in AI infrastructure. However, the proportion of technology spending funneled through channel partners is declining, now at 61% compared to over 70% four years ago, according to a survey by Omnia. This shift signals that while the market is growing, traditional margin and resale opportunities for MSPs are narrowing as vendors redirect a larger share of revenue direct while still relying on partners for implementation, support, and customer operations.Data from Salesforce underscores a near-universal trend toward partner involvement in sales, with 94% of surveyed global salespeople leveraging partners to close deals and 90% using tools to manage relationships. Despite this, Dave Sobel clarifies the distinction between involvement and compensation, highlighting that partner influence on deals does not guarantee economic participation at previous levels. These dynamics reinforce that MSPs must adapt to a reality where their role in the value chain is being separated into influence and execution, with the middle tier facing increasing pressure.Additional analysis draws attention to labor market changes and technology commoditization. U.S. job openings have fallen to their lowest point in over five years, undermining MSP growth strategies dependent on seat expansion. Simultaneously, the AI market is fragmenting at the application layer—with Google's Gemini app, Grok, and OpenAI's ChatGPT shifting market shares rapidly—while hyperscalers like Alphabet (Google) commit unprecedented capital expenditures, fueling an infrastructure arms race even as front-end AI tools become more interchangeable.The practical implication for MSPs and IT service providers is increased pressure to re-evaluate business models, operationalize AI offerings, and focus on defensible, productized services. Reliance on a single vendor or seat-based growth forecasts presents heightened risk. Successful adaptation will require a shift toward managed services around AI operations, governance, and productivity—emphasizing accountability, optionality, and measurable ROI—rather than assuming historic revenue models will persist.Three things to know today:00:00 Partners Essential to Sales but Losing Economic Share, Survey Shows05:44 US Job Market Shows Low Hiring, Low Firing Despite Falling Openings       08:00 Alphabet Plans $180B AI Capex as Gemini Hits 750M UsersThis is the Business of Tech.   Supported by: Small Biz Thoughts Community

Subscribe to our Newsletter: https://theultimatepartner.com/ebook-subscribe/ Check Out UPX: https://theultimatepartner.com/experience/ https://youtu.be/-flNeKF6CxQ?si=xIIQ4LUl7oraQjkg Microsoft’s Cyril Belikoff joins Vince Menzione to reveal the seismic shift occurring within the newly reimagined Microsoft Marketplace. As the industry moves toward a predicted $300 billion partner opportunity by 2030, this discussion deconstructs the evolution of the “Frontier” vision, the launch of the AI apps and agents category, and the critical “Resale Enabled Offer” (REO) that is currently doubling deal sizes for early adopters. Whether you are a software company looking to scale globally or a reseller aiming to stitch together complex AI solutions, the message is clear: the flywheel is already spinning, and those who wait for a “perfect strategy” risk being permanently displaced by more agile competitors who are getting their feet wet today. Key Takeaways The Microsoft Marketplace has been reimagined into a single destination for discovering, buying, and deploying AI apps and agents. Analysts predict a staggering $300 billion opportunity for partners within the Microsoft Marketplace by 2030. The new Resale Enabled Offer (REO) allows software companies to authorize channel partners to resell on their behalf across specific geographies with minimal overhead. Cloud migration is far from over, as massive amounts of on-premise data and ISV apps still need to be modernized for the AI era. Marketplace deal sizes are doubling as customers use Azure commitments to retire their marketplace acquisition costs. Successful partners are moving away from “boiling the ocean” strategies and instead focusing on transacting one or two deals to learn the ecosystem’s mechanics. If you're ready to lead through change, elevate your business, and achieve extraordinary outcomes through the power of partnership—this is your community. At Ultimate Partner® we want leaders like you to join us in the Ultimate Partner Experience – where transformation begins. Key Tags: Microsoft Marketplace, AI apps and agents, Resale Enabled Offer, REO, Cyril Belikoff, Azure Marketplace, AppSource, cloud solutions, software companies, digital transformation, AI strategy, channel led sales, ISV solutions, cloud migration, Azure commitments, Microsoft Cloud, Frontier vision, MSP opportunity, marketplace transacting, AI monetization, global scale, procurement, IT deployment, technical modernization, partner ecosystem, business applications. Opening Lines: [00:00:00] Cyril Belikoff: Marketplace is really the extension of our vision for Frontier, uh, and the Microsoft Cloud. You know, the, the Microsoft technology takes a customer a long way, but in many ways to complete the thought. If you’re in football terms, you want to cross over the line and score touchdown. You can’t just get, uh, to the red zone. [00:00:20] Cyril Belikoff: You actually need partner solutions. [00:00:26] Vince Menzione: So let’s, let’s kick off to Marketplace a little bit right, too, because, uh, it’s been a big year for Marketplace, or 20, the first half of 2026 fiscal year 2026 has been a big year. A lot of announcements, a lot of things going on in the world, in marketplace. Where do we wanna start there? Let’s recap some of it. [00:00:44] Cyril Belikoff: Yeah. Um, so, um. It feels like a long time ago, but in, at the end of September, [00:00:51] Vince Menzione: yeah. [00:00:52] Cyril Belikoff: Um, at the AR tour, uh, in Chicago, we announced a new Microsoft marketplace. We reimagined that experience. It’s a new customer experience, single destination for customers to. You know, discover, find, try, buy, and deploy cloud solutions, AI apps and agents all in one place. [00:01:11] Cyril Belikoff: And so historically, we’ve had a little bit, uh, of decentralization. We had this thing called the Azure Marketplace and AppSource for different experiences. AppSource was more for teams and, and copilot. Um, and, and office, Azure Marketplace. Of course, that was for Azure. We brought all of that into one place. [00:01:30] Cyril Belikoff: So customers, whether they are looking for a SaaS solution running on Azure, an agent that snaps into copilot, an experience that runs in our security store, now they can go to one place. Um. marketplace.microsoft.com. It’s one, it’s the new Microsoft marketplace. And we have an, of course, we have a, we had, we launched a brand new category, AI apps and agents, and we launched that category in September. [00:01:54] Cyril Belikoff: Uh, bringing together numerous, uh, uh, partner offerings. Yeah. And today we have the largest catalog, um, probably in the mid four thousands of AI and agents. Wow. Available to customer. So fantastic. There was, there was quite a big moment in September. Um, and then fast forward a little bit to November, we announced a resale enabled offer, um, at Ignite [00:02:15] Vince Menzione: eo. [00:02:16] Vince Menzione: Eo [00:02:16] Cyril Belikoff: eo. I, [00:02:17] Vince Menzione: I like EO reminds me of the band back in the day. [00:02:19] Cyril Belikoff: Yeah. R Speedwagon. There you go. Uh, well, and it’s, it’s not that far from it because Oreo accelerates. Yeah. Um, what partners can do, uh, with the marketplace and really connects. Software companies and resellers, which I’m sure we’ll talk about in a second. [00:02:34] Cyril Belikoff: But that’s really the recap, um, of, uh, you know, the new Microsoft marketplace, how we enabling it for, uh, for partners through the the resell enable offer. [00:02:45] Vince Menzione: So, I know we talked on this a little bit, but I wanna maybe just expand on it. What does the frontier push and the marketplace evolution mean for partners? [00:02:53] Vince Menzione: Because I, I think it’s huge for both, for these partners to really monetize and accelerate their success working with you. [00:03:00] Cyril Belikoff: Yeah. So, um. Marketplace is really the extension of our vision for Frontier, uh, and the Microsoft Cloud. You know, the, the Microsoft technology takes a customer a long way, but in many ways to complete the thought and to, you know, uh, uh. [00:03:20] Cyril Belikoff: If you’re in football terms, you wanna cross over the line and score a touchdown, you can’t just get, uh, to the red zone. You actually need partner solutions. [00:03:28] Vince Menzione: Yeah. [00:03:29] Cyril Belikoff: Uh, and so that’s where the partner solutions, combined with Microsoft’s first party offerings become a really, really. Great offering and powerful offering for our customers to, to become Frontier. [00:03:40] Cyril Belikoff: So we have obviously a ton of AI experiences, our own co-pilot experiences, uh, Microsoft Foundry, which is a platform for ai, but in, in many ways, we need those industry solutions. We need those AI apps and agents from partners to complete that offering. And that’s really. How it comes together and, uh, you know, uh, I heard you from o was just on before me. [00:04:01] Cyril Belikoff: They actually predict that the Microsoft marketplace, uh, is a 300 billion partner opportunity by 2030. Yeah, they’re talking about, I think, mid eighties growth. We have literally seen our business for the last three years, and we are in the middle of our, uh, you know, third year doubling. And so when you get three or four years of doubling every year, that’s compounded doubling. [00:04:24] Cyril Belikoff: Um, so, uh, we have seen lots of momentum from customers, lots of interest. We’ve made it, you know. Interesting for customers. Um, and incentivize our customers with their Azure commitments that can retire their marketplace, uh, acquisitions that way. We’ve made it, we’ve put incentives for partners and for our own sellers. [00:04:44] Cyril Belikoff: So we really creating the flywheel for everybody in the market to see value from, uh, the marketplace. So. Like, like, like you mentioned, like m the, uh, you know, suggested [00:04:55] Vince Menzione: Yeah. [00:04:55] Cyril Belikoff: It’s only exploding the opportunity on marketplace. [00:04:58] Vince Menzione: Well, and you both touched on the fact that the data is not in the cloud yet. [00:05:02] Vince Menzione: Not all the data that needs to be in the cloud in order to drive the future of where we wanna go from a society. Mm-hmm. And from a business application perspective needs to be in the cloud. So huge opportunities for partners around data states, around securing that data, governing that data, and so on, on top of all the business applications, [00:05:19] Cyril Belikoff: right? [00:05:19] Vince Menzione: As promise. So incredible. Yep. So let’s [00:05:22] Cyril Belikoff: talk about, yeah. The call migration. The call migration, people think that is over and it’s long from over because customers have plenty, uh, on premise, uh, not only Microsoft technology, but the, the, the, the software company or the ISV app that sits on top of it. Yeah. [00:05:36] Cyril Belikoff: And that needs to be migrated, managed, modernized, um, and marketplace is a big part of that too. Um, but there’s so many services and, um, opportunities around it. [00:05:45] Vince Menzione: Incredible opportunity. Let’s talk about the channel and the channel opportunity. You, you touched on this earlier, right? So this really lighting up the channel. [00:05:53] Vince Menzione: I saw this loud and clear when we were at Ignite. Like this is a huge opportunity for the Es, for the resellers, for all the partners. And as part of REO, you’ve got huge opportunities you’re laying out for them for the 500,000 part partners. You know, we talk about the Bill Gates moment down here in Boca. [00:06:09] Vince Menzione: This is where it all started. Uh, yep. How, how do you think about marketplace in the channel today? [00:06:16] Cyril Belikoff: Yeah. You know, it’s, um, it’s vital. You know, we have a customer need, um, from. The smallest is small business all the way to enterprise. And the really, the only way we serve that, the only way we know how to serve that is with our partners from the largest of partners that serve our top enterprises down through, um, what we call small and medium and then down to our small business. [00:06:41] Vince Menzione: Yeah. [00:06:41] Cyril Belikoff: Um, and so, you know, we have seen our. You know, while our, we’ve seen a doubling of our business, we’ve seen three, three and a half to four x doubling of our channel led sales. [00:06:53] Vince Menzione: Yeah. [00:06:54] Cyril Belikoff: Um, over the last year. And so while our overall business is doubling, channel is accelerating even, you know, even more. [00:07:02] Cyril Belikoff: And so there, there’s a need from our customers because they buy from our channel and there’s obviously a need from the channel. And so we created this resale enabled offer. As you mentioned, we, um. We announced private preview in September and launched GA at Ignite. So, you know, uh, November, just before Thanksgiving holiday and retail Enable offer is all about scale and how we connect a, a, an independent software vendor or a software company. [00:07:27] Cyril Belikoff: To authorize a channel partner to resell on their behalf on a particular geography. And then that allows software companies to expand into new markets with very little overhead. And it allows the channel partners to create a set of offerings, not only from one partner, but you might have multiple software companies or applications that you stitch that are together to create an end-to-end customer offering or experience. [00:07:51] Cyril Belikoff: And so we are seeing, we are seeing many to many relationships. So software companies might authorize many resellers, many markets they’re in, for example. Yep. And then resellers, um, they’re, they’re becoming authorized resellers from many software companies so that they can really stitch together, end into end solution. [00:08:09] Cyril Belikoff: And it, we’re loving it and we are getting great feedback. It is early days for our global availability for, uh, re office, which. But we had partners that were literally waiting, um, uh, and waiting for deals. And within the first week there was, they were, uh, processing the, the Oreo deals at, at, at quite large scale already. [00:08:31] Cyril Belikoff: So. We are excited about the feedback that we’re getting. We, as you know, we, we stay close to that feedback and we listen well, um, and adjust from it. So we got more work to do, but, um, it’s a great opportunity for, to connect our, our multiple types of partners, software companies, and resellers. [00:08:48] Vince Menzione: Yeah, I agree. [00:08:49] Vince Menzione: And you know, I talk to a lot of these organizations myself, and there is palpable excitement. In the channel from Distees that were sort of disengaged a couple of years ago, maybe, trying to figure out where they were gonna monetize. And the other way area that’s aligned to this as well is the Ms. P community. [00:09:06] Vince Menzione: So these MSPs are getting bigger and bigger, and organizations like Accenture, Avanade, and ndl. Or becoming MSPs or creating Ms. P practices within their own firms. But there’s even these smaller MSPs, but many of ’em are getting to a billion dollars or more. These were little mom and pop companies years ago, but the customer so needs to have, you know, especially with ai, right? [00:09:27] Vince Menzione: Because we’re in a constant state of evolution right now. I need somebody that can help me on the tooling and then also help me on, you know, getting the tooling to work. And so, uh, we’re seeing a lot of excitement from that. Community, which wasn’t really as engaged with Microsoft the way they that they are now. [00:09:43] Vince Menzione: They’re really getting engaged in a big way. [00:09:46] Cyril Belikoff: Yeah, it’s promising. Like you say, you know, the, the, we’re all learning this new AI world and obviously marketplace has taken off. We’ve had the classic SaaS solutions or cloud solutions on marketplace for a while, but really un having the local partner that’s close to the customer, what the customer’s trying to need to do and be able to connect the, the traditional. [00:10:07] Cyril Belikoff: Software as a service applications with these new AI experiences and really, uh, stitch them together and help them operationalize, you know, in their own, you know, cus in their own terms and what they’re trying to, uh, do is so important. You know, um, and to your point there, there are large, they’re the large ones that are seeing opportunity on the marketplace. [00:10:27] Cyril Belikoff: But the, you know, when you get down to, uh, medium and smaller businesses, they really need their local friendly resetter to help them. [00:10:35] Vince Menzione: Yeah. [00:10:35] Cyril Belikoff: Uh, so you’re right. We are seeing an, a new en energy engagement from not only our existing 500,000 partners, but a bunch of those new ones. [00:10:44] Vince Menzione: So, uh, again, second week of 2026, and people are really just starting to wake up from the holidays. [00:10:50] Vince Menzione: Now they’re getting ready for their s ks. All these partners are lining up and getting their teams aligned. Uh, you’re in front of them. Let’s have a conversation like what should they be doing better and differently? What do they need to go do now? It’s 2026. [00:11:06] Cyril Belikoff: Yeah. Um, you know, first of all, if you’re a software company, you know, understand what the, the Microsoft marketplace can help you with, uh, can help you scale to global markets, remove burdens like tax, um, a processing, engaging with customers. [00:11:21] Cyril Belikoff: Um, we’re seeing an acceleration and doubling of, uh, not an acceleration deals, but doubling of deal sizes, as you know, through the marketplace. Uh, and there. It helps with engagement at different types of companies, whether it’s, or different types of, uh, roles in a company, whether it’s a, a procurement person or an IT person or a business person. [00:11:42] Cyril Belikoff: So, you know, get onto the marketplace, create offerings, um, and give us feedback. And then on the reseller side, um, also lots of opportunities, you know, register as, as a reseller, um, you know, understand the benefits and. The, the Azure sponsorships that we have available for you, that you can close deals with their, their, their credits and, and incentives that we provide to you. [00:12:06] Cyril Belikoff: And then figure out how you do your first deal with a software company. Um, yeah. You know, a lot of people will say like, should I have a big strategy? And Yeah. Yeah. I mean, if you want to, that’s okay, but just getting into. Uh, the marketplace, figuring out one or two deals, transacting and seeing the opportunity is many ways the best way to do it and to learn it yourself. [00:12:28] Cyril Belikoff: And then you figure out, okay, where, where’s the opportunity for me in this deal? Am I in the transaction? Uh, am I in the services around the transaction or combination? Um, and just getting your feet wet will get you going and, and, uh, get you learning. [00:12:42] Vince Menzione: You know, I think about this in the, the time the partners are, they have this huge opportunity with Microsoft around marketplace and then thinking about how they build their own ecosystem. [00:12:52] Vince Menzione: And like you said, don’t, don’t try and boil the ocean, right. Don’t try and do it all at once. Mm-hmm. But start out small, but understand, you know, work with the Microsoft teams, understand how, how co-selling works, how to engage with the, with the Microsoft organization. How to, how to be up on marketplace, how to situationally. [00:13:09] Vince Menzione: You know, Jay and I were talking about this 28 moments and he talked about a deal that started out as an AWS deal, but it wound up a Microsoft deal because NTT and Software one were involved in the in the deal and influencing the customer’s decision process. Right working with Microsoft. And so we just need to be smarter, I think. [00:13:28] Vince Menzione: I think today it’s a very different model than it was 20 years ago when you and I got started in this business. Uh, yeah. And people just really need to go think about this more strategically in how they build this. [00:13:39] Cyril Belikoff: It’s great. I totally agree. Um, like I said, getting your feet wet, understanding the co-sell to your point and, and, and how Microsoft sells. [00:13:48] Cyril Belikoff: Um, and then understand what customers are trying to, you know, get, get, get out of it with their, their Azure commitments and how they can retire their Azure commitments through purchases on marketplace, which in sense them, um, to also work on the marketplace. So you, I think partners will find Microsoft sellers. [00:14:04] Cyril Belikoff: Own compensation, um, incentive to work. We’ll find that customers are incentive to transact on the marketplace. And so just enter that, you know, triangle and, and get engaged and, uh, and learn and then give us feedback. Like, like I’ve mentioned many times with you, we, uh, we take feedback every month from customers and partners in, in forums like this, um, in other forums, and then we evolve and, you know, build out, uh, stronger experiences. [00:14:31] Vince Menzione: Yeah. Cyril, I want to thank you again. So great to have you join us today and, uh, so excited to continue our, our mutual relationship and our beneficial relationship in 2026. So thank you again for everything you do and supporting us. [00:14:45] Cyril Belikoff: Yeah, thank you. Thank you. Happy New Year to yourself and uh, and your community and, uh, thanks so much again. [00:14:50] Cyril Belikoff: Appreciate it. [00:14:50] Vince Menzione: Thank you, Cyril. The Ultimate Partner Winter Retreat is gonna be here in the Boca Studio. This is the third year that we’re gonna be here in Boca. This is always a favorite of our community members, our executive members, our sponsors and speakers. We’ll all be here in the studio, which is a really intimate setting. [00:15:12] Vince Menzione: We can see upwards of 40, 50 people. Uh, we’ll be hosting an incredible dinner at the Boca Resort overlooking the golf course. That’s an incredible property and, uh, we’d love to have you join us. Thank you for being part of the ultimate Partner community, and I hope to see you this year at one of our events. [00:15:30] Vince Menzione: Thank you.