Podcasts about msps

The episode highlights a structural shift from automation that suggests actions to automation that executes actions autonomously, thereby transferring substantial operational risk and accountability to technology vendors and their AI-driven platforms. This transition is exemplified by Atera's deployment of their autonomous AI agent, Robin, which is positioned to handle a significant proportion of Tier 1 and complex Tier 2 IT tickets for managed service providers (MSPs). The company's commercial strategy, including performance guarantees, signals an increased expectation that AI can assume core IT operational responsibilities that were traditionally reserved for human engineers. Atera has introduced a policy wherein Robin is guaranteed to autonomously close at least 50% of all Tier 1 and complex Tier 2 tickets within 90 days of onboarding, or fees are waived. According to Atera, this commitment is supported by a backend analysis of MSP tickets and live demonstrations using historical data. The company asserts that Robin's mean time to repair is approximately 120 seconds, that onboarding is managed collaboratively, and that the rollout is more akin to hiring and training a human engineer than a standard software deployment. This approach is backed by patent filings and a business model integrating AI as the foundation rather than an add-on. The episode further examines the implications of mandatory AI bundling in Atera's redefined RMM and PSA platform offering. The company has faced pushback from segments of the MSP community dissatisfied with bundled AI services and associated pricing changes, particularly from those wishing to maintain control over their technology stack. Atera responds by describing a re-conceptualization of their platform as inherently AI-driven, distinguishing between “platform AI” and the autonomous Robin agent, and clarifying that preexisting AI users would not incur additional costs. There is also discussion around the impact of automation on human roles and the need for new approaches to training and accountability, particularly for junior staff. For MSPs and IT service providers, these developments signal an increase in infrastructure dependency on vendor-managed AI agents, as well as new layers of contract risk linked to performance guarantees and platform integration. The operational reality described involves a significant reduction in required headcount, a shift in staff responsibilities from routine incident response to higher-order business and security tasks, and the necessity for designated internal management of AI tools. There remain unresolved concerns about skill degradation and the long-term risks of over-automation, including the narrower pathways through which junior personnel may acquire foundational experience. Sponsored by:  ScalePad https://scalepad.com/dave/ Nerdio https://nerdio.co/MSP-Radio Sign up for the SMB Online Conference: www.smbonlineconference.com

Vendors supplying AI-driven technologies are experiencing sustained margin pressure from high operational costs and underwhelming business-level returns, leading to the rapid creation of new product categories that are pushed into the MSP channel. Companies such as Atomic Work, Silverfort, and Guards are releasing governance tools for managing AI agents, while Connect Secure is offering patch management products targeted at MSPs. These launches are not indicators of competitive differentiation, but of structural cost challenges being passed from vendors to their partners.   Business media reports and internal industry data reveal that while individual productivity from AI implementations increases—for example, by accelerating engineer output—the promised business-level gains in productivity, revenue, and profit have not materialized to the extent vendors projected. According to analysis cited by Dave Sobel, high operational costs are forcing large firms like Microsoft, Google, Amazon, and Uber to restrict or cap AI usage internally, reflecting an industry-wide retreat from premium pricing models due to an unclear return on investment at the organizational level.   Additional developments reinforce this margin-driven shift. The federal Cybersecurity and Infrastructure Security Agency (CISA) has mandated 72-hour patching of high-risk vulnerabilities, underscoring heightened compliance requirements. Simultaneously, vendors are accelerating the rollout of governance, identity, and patch velocity tools. However, a study analyzing over 13,000 US MSPs found that those surpassing $1 million in revenue are distinguished by market positioning, online visibility, and business maturity, not by the breadth or novelty of their toolsets.   For operators, the implication is clear: stacking up new vendor products is now a baseline requirement rather than a path to competitive advantage. Firms that rely solely on vendor frameworks and toolsets risk absorbing more complexity without improving margin or differentiation. Practical separation will come from owning the "judgment layer"—defining, governing, and pricing how AI functions within client environments—rather than reselling tools. Positioning, documented governance, and clear operational standards will be more defensible than investing exclusively in vendor-driven offerings. 00:00 Manufactured Urgency  03:58 The Cost Confession 06:09 Out-Buy vs. Out-Position 08:35 Why Do We Care?    Supported by:  Nerdio  Sign up for the SMB Online Conference:  www.smbonlineconference.com

“What this industry needs is a fundamentally different approach, not probabilistic, deterministic,” says Gerry Christensen, Plus Trusted Industry Strategist at ICA AI. In this Telecom Reseller podcast, Doug Green speaks with Christensen about ICA AI's Plus Trusted platform, an AI-based communications assistant designed to help manage unwanted, suspicious and trusted calls. Christensen explains that Plus Trusted is built around three basic call treatments: block known bad calls, interrogate questionable calls using AI, or allow trusted calls to pass through normally. The platform uses caller behavior, number reputation and the relationship between the calling and called parties to determine whether a trusted relationship exists before the phone rings. While ICA AI can use probabilistic AI in gray-area situations, Christensen says the company emphasizes deterministic AI because many calls can be handled based on known patterns and trusted relationships. The discussion also looks at the growing threat of AI-enabled robocalls, voice cloning and social engineering. Christensen says that as bad actors use AI to automate and personalize attacks, users and organizations will need AI-based protection on their side of the call. For UCaaS providers, MVNOs, MSPs and channel partners, Christensen says Plus Trusted creates a new opportunity to help customers reduce unwanted calls while preserving legitimate communications. The platform is designed to interoperate with existing carriers and communications platforms. “We consider ourselves Switzerland,” Christensen says. “You don't have to be on a specific UCaaS platform. You don't have to have a specific carrier.” Visit icatrusted.ai.

“If you're not moving forward, you're moving backwards,” says Elie Katz, CEO of National Retail Solutions. In this Telecom Reseller podcast, Doug Green speaks with Katz about National Retail Solutions, its relationship with IDT, and the continuing opportunity for telecom resellers, MSPs and channel partners to serve independent retailers. Katz explains that National Retail Solutions was built to help independent merchants gain access to the tools they need to compete, including point-of-sale systems, credit card processing, cash advance, payroll and related business services. The company now serves more than 35,000 locations. Katz says NRS grew out of IDT's long-standing relationship with independent retailers, many of which were already selling telecom products. That connection helped NRS recognize that small merchants needed practical, easy-to-use technology to remain competitive as e-commerce, delivery, AI and digital payments reshape retail. The discussion also looks at the importance of local stores in their communities. Katz says independent retailers often have close relationships with their customers, giving them a level of service and flexibility that larger chains may not offer. For telecom resellers and channel partners, Katz says the retail community remains a strong opportunity. Many already have relationships with small businesses and can add value by bringing them technology and services that help them operate more efficiently. Katz also discusses NRS retailer networking meetups, which bring merchants and business partners together to share ideas, learn from one another and identify new opportunities. Learn more at NRSplus.com.  

“Trust is built through very small moments,” says Julie Thiel of TTS Company. In this Telecom Reseller podcast, Doug Green speaks with Thiel about how MSPs, channel partners and growing technology businesses can strengthen leadership, retention and performance through everyday interactions with employees. Thiel says HR is often misunderstood as paperwork, compliance or “the fun police.” In reality, she says, effective people practices are about leadership and helping businesses grow. For smaller entrepreneurial companies, that means building trust with employees through regular conversations, follow-through, recognition and simple moments of human connection. The discussion focuses on the idea that leadership is not built only through major decisions or formal speeches. It is built through small, repeated actions: asking how someone is doing, remembering what matters to them, listening a little longer, and making time for regular one-on-one conversations. Thiel says those small moments can make difficult conversations easier later, whether a manager needs to give feedback, address a client issue or ask an employee to take on new responsibilities. When trust already exists, employees are more likely to hear feedback constructively and bring forward ideas, concerns and opportunities. For MSPs and channel companies that may not be able to compete with larger employers on compensation alone, Thiel says relationship-building can become a competitive advantage. Smaller businesses can often offer flexibility, development opportunities and direct access to customers in ways larger organizations cannot. The conversation also connects leadership and trust to company value. Thiel says businesses with stable teams, low turnover and developing leaders are better positioned for growth, succession and potential acquisition. Learn more at thettscompany.com.

About Jennifer Buchholz: The rapidly changing tech landscape won't slow down to allow you to absorb information. Right now, we're seeing explosive growth and innovation almost daily.Just when you have something figured out... It changes.Teams can become buried in an avalanche of information, coming from who-knows-what-source (or the telephone game, let's be honest). They lose valuable time trying to figure out tech on their own, they make unforced errors when they don't know what they don't know, and they can (GASP) lose the organization money when overwhelm slows them down.That's where I come in.As a Microsoft Office Trainer and Adoption Consultant, my greatest joy is watching an employee stop feeling intimidated and overwhelmed by the programming that's supposed to be serving them. I believe that transformational technical training takes translation. I'm the translator.Instead of putting your people through hours of exhausting training that's impossible to absorb because it doesn't relate to their needs, I'm the “engaging geek” who makes learning fun and relevant to their job.By engaging your people in hour-long training groups, followed by study halls and practice sessions, I show them how to apply the technology to the specific issues they are having on the job, rather than to some abstract set of problems.I work with large corporations, small to midsize businesses, and non-profits. The people who typically reach out to me are MSPs, human resource managers, learning and development managers, and decision makers around sales teams, finance, IT and marketing. They've already invested in the tech. The software is locked and loaded, and without training, it's going nowhere.I have over 20 years of training experience onsite and online. I've worked with over 500 companies since creating Excel and Flourish in 2012. I've worked with organizations as large as 45,000 and as small as 4. I see people leave my training sessions having gained three things:• Increased confidence in using the technology they've been given• More curiosity and excitement about what's possible• Greater creativity – how they can use programs independently and to their advantage, for example, by adding their own automationsIf you're looking for information on training, reach out via email to jennifer@excelandflourish, support@excelandflourish or DM via LinkedIn.Don't forget to take our LinkedIn Scorecard here:https://www.thetimetogrow.com/ecs-scorecard

Vendor channel consolidation continues to restructure the MSP landscape, with private equity-backed rollups driving both market concentration at the top and increased deal volume. This episode centers on the sale of Worksighted, a 25-year-old, $27 million revenue MSP with strong vertical focus in healthcare and construction, to Thrive in a 35-day close. The structural mechanism at play is an increasing market segmentation where larger MSPs systematically acquire or merge with similarly sized providers, often leaving a gap for smaller operators as larger entities move upmarket. Primary evidence for this consolidation includes direct transaction data and workflow. According to Abraham Garver, his team handled 132 vetted buyer candidates for Worksighted, resulting in eight competitive offers after 76 signed NDAs. Thrive, having completed 27 MSP acquisitions, was able to accelerate the deal's timeline due to deep experience and preparation by both buyer and seller. The trend is further supported by Q2 market updates indicating 22 U.S. MSPs likely to come to market in 2026 and over 120 M&A transactions in Q1 alone, as reported by Drake Star. Related developments highlight the bifurcation of deal opportunities by provider size and the associated liquidity for MSPs. Private equity buyers increasingly favor acquisitions with a minimum of $3 million in revenue and $500,000 in EBITDA, while smaller MSPs are more commonly left to pursue peer-to-peer mergers or organic growth strategies. The episode also addresses the operational pitfalls of optimizing solely for high recurring revenue percentages, with evidence suggesting buyers offer premiums for organic growth and new client acquisition rather than rigid recurring revenue thresholds. For operators, these dynamics generate clear tradeoffs and risks. Larger MSPs face the challenge of integrating acquired firms and potentially divesting smaller clients who do not meet their revised minimums. Smaller MSPs may find opportunity by acquiring divested clients or targeting niche segments that fall beneath larger consolidators' thresholds. For all providers, the importance of thorough preparation, clean financials, and strategic clarity on post-transaction roles emerges as a key safeguard against value loss and disruption. Rigid adherence to target metrics not grounded in buyer behavior—such as focusing excessively on monthly recurring revenue—carries the risk of reduced flexibility and diminished exit prospects. Sponsored by:ScalePad ABCS Sloutions LLC

A central discussion in the podcast focused on the applicability of the Entrepreneurial Operating System (EOS) for small Managed Service Providers (MSPs). Divergent perspectives were presented regarding whether the EOS framework is suitable for MSPs with very few staff. The conversation highlighted that while EOS provides accountability, transparency, and structured communication, some very small organizations (e.g., four employees or fewer) may find the framework's meeting cadence and process requirements disproportionate to their operational needs. It was noted that EOS promises value in promoting ownership and alignment but that this benefit is more likely realized when an organization reaches a scale where individual ad hoc communications become inefficient. Supporting these observations, it was emphasized that EOS, as detailed in resources such as Gino Wickman's book and related summaries, is designed with flexibility to span small, medium, and large teams. Examples were offered indicating that even companies with four employees have derived benefits through formalizing updates and consolidating communication, provided their baseline culture supports collective knowledge sharing. However, one position outlined that simply reading EOS materials may be sufficient for the smallest organizations to improve focus without fully implementing the structure, especially when daily meetings or formal processes are not otherwise necessary. The episode additionally examined risk management and operational best practices surrounding MSP business growth and eventual sale. The dialogue discouraged running a business constantly as if preparing for immediate sale, citing the need for risk-taking during growth phases. Factors such as maintaining diverse client portfolios, implementing clear master service agreements (MSAs), reducing owner dependency, and minimizing client concentration risk were underscored as practices that support both ongoing scalability and future valuation. A case was discussed in which valuation was negatively impacted by an overreliance on non-contracted, concentrated clients and a lack of W2 employees, illustrating the risk implications of operational decisions. For MSPs and IT service leaders, the discussion underscored the importance of regularly reviewing operational frameworks and business hygiene regardless of size. The tradeoffs between structure and agility require clear-eyed evaluation, particularly in managing risk, scaling sustainably, and ensuring future options for valuation or exit. While formal systems like EOS can strengthen accountability and communication, overengineering processes in very small teams may reduce efficiency. Careful attention to client diversification and contractual commitments is essential for risk reduction and maximizing enterprise value.   Title:    Is EOS good for a small MSP?What are we talking about today: MSP Question of the week: EOS framework in your business – is this good for MSPs? First introduced by Gino Wickman in his book Traction, the EOS framework focuses on aligning teams and driving execution  What the Heck is EOS? (shorter book)  AMYS NEW BOOK!!!   Top 20 questions - Should you run your business like you're going to sell it? Image of Amy's book  Amy's Book: https://amzn.to/4dSYOcR MSP struggle hiring good people – what do you do when you hire a mediocre employee?  Article reference: https://www.linkedin.com/posts/timothykoirtyohannsphr_their-new-hire-was-fired-after-28-days-share-7361376947848843264-5UwS/ What is your quote turnaround time? Tales from the Field: I was doing a valuation this week and shared the results with the owner --  Good revenue 1.5m, good NI 375K, GREAT MRR 75%, good location and team.   No contracts, no office, no employees only 1099, 1 client represents 50% of revenues, and owner wants full exit. Amy and James Events: SMB Online Conference- June 25th panel. Free registration for SMB Online Community members. Register at www.smbonlinecommunityconference.com Mastermind Event – July 30-31st, 2026 in Omaha, NE. Register at  https://kernanconsulting.com/mastermind-event/ Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Today’s headline news for Canadian IT solution providers: Pax8 Beyond26 – managed intelligence: Pax8 wrapped its annual Beyond conference in Salt Lake City on Tuesday with over 3,500 attendees including 200+ from Canada, centering the show on the transition from managed services to the Managed Intelligence Provider model. The headline announcement was Microsoft Agent 365 for Managed Intelligence – multi-tenant governance of agentic AI across MSP client environments through the Pax8 Agent Store, arriving in July – alongside the launch of the Managed Intelligence Provider Program, Voyager Alliance Rewards, and the Managed Intelligence Alliance. CEO Scott Chasin argued that as AI models commoditize, the trust MSPs have already built with clients is their primary competitive advantage going forward. Arrow Electronics global experience centers: Arrow introduced a network of global experience centers on Tuesday, built in close collaboration with channel partners in North America and Europe to reflect how partners actually go to market today. Facilities in the US and Sweden are fully networked to deliver a consistent design and testing experience regardless of location, and are designed specifically to help partners accelerate the move from AI and cloud evaluation into deployment and monetization. Mitel names new channel chief: Mitel has appointed Ben Macdonald as vice president of global channel go-to-market, bringing experience from Owl Labs, Poly, Juniper Networks, and Ekahau. The hire comes as Mitel’s own research shows 68 percent of businesses are running communications infrastructure more than seven years old, with 92 percent of modernizing organizations choosing an integrated-hybrid strategy – a dynamic the company says positions its 6,000-plus channel partners at the center of one of the largest communications refresh cycles in a decade. Cork Cyber wins Pax8 Startup Vendor of the Year: Pax8 recognized Cork Cyber at Beyond26 for its AI-native remediation platform built for MSPs, which remediates threats automatically, reduces ticket volume, and provides financial payback when risks slip through. The award was presented on the Beyond mainstage by Pax8 president Nick Heddy. Canada’s cloud market: A new report from the Canadian Anti-Monopoly Project, covered by CBC News, calls the Canadian cloud computing market “broken,” warning that Amazon, Microsoft, and Google control approximately 85 percent of the market. The report argues that even adding domestic sovereign alternatives will not fix the problem without interoperability standards, coining the term “maplewashed dependency” for the risk of trading one lock-in for another. Pentesting research: New research from Cobalt and Omdia finds that 53 percent of security leaders believe traditional penetration testing is now outdated, with demand growing for continuous, AI-assisted approaches. iCOUNTER leadership: iCOUNTER has appointed Joel Molinoff, formerly of BlueVoyant and CBS Corporation, as chief operating officer. DataStrike expansion: DataStrike has expanded its Linux managed services practice by hiring Jon Cain as senior Linux infrastructure engineer to meet growing client demand. Read Full Transcript Welcome to The Buzz from ChannelBuzz.ca, I’m Robert Dutt, today is Thursday, June 11, 2026, and here’s what’s happening in the channel today. Pax8 wrapped its annual Beyond conference in Salt Lake City on Tuesday, and the event made a clear statement about where the distributor sees the managed services business heading. With more than 3,500 attendees – including over 200 from Canada – the show centered on what Pax8 is calling the Managed Intelligence Provider model, or MIP. The idea is that MSPs are no longer primarily managing infrastructure. The next phase of the business is orchestrating agentic AI and delivering outcomes that SMB customers cannot build on their own. The headline product announcement from the show was Microsoft Agent 365 for Managed Intelligence, which will give MSPs multi-tenant governance of agentic AI across their client base through the Pax8 Agent Store, arriving in July. Alongside that, Pax8 announced the Managed Intelligence Provider Program, the Voyager Alliance Rewards program, and the Managed Intelligence Alliance, all aimed at helping partners navigate that business model transition. CEO Scott Chasin’s central argument was that as AI models commoditize rapidly, the trust that MSPs have already built with their clients becomes the primary competitive differentiator. It’s a different kind of pitch than many vendors have been making this year, and the Canadian partner contingent at the show was among the largest regional groups in attendance. Distribution giant Arrow Electronics introduced a new set of networked global experience centers on Tuesday, and the design philosophy behind them is worth paying attention to. According to Arrow, the facilities in the US and Sweden were built in close collaboration with channel partners across North America and Europe, specifically around how partners actually go to market today, where they face constraints, and what slows them down. The two locations are fully networked, meaning the design and testing experience is consistent regardless of where the customer or partner is located. Arrow has operated various lab facilities over the years, but this iteration is explicitly oriented around solving the commercial and operational friction partners face in moving customers from AI and cloud evaluation into deployment. For solution providers working to differentiate on deep technical expertise and pre-sales capability, the ability to leverage distribution infrastructure at this level is increasingly part of the value equation. Mitel announced Tuesday that Ben Macdonald has joined the company as vice president of global channel go-to-market, making him the company’s new channel chief. Macdonald comes from Owl Labs, where he led the shift to a scalable B2B and enterprise channel model including strategic alliances with Microsoft and Lenovo. He has also held senior channel roles at Poly, Juniper Networks, and Ekahau. The appointment arrives at a moment Mitel describes as one of the largest communications refresh cycles in a decade. According to Mitel’s own research, 68 percent of businesses are currently running communications systems that are more than seven years old, and 92 percent of organizations actively modernizing are choosing an integrated-hybrid strategy. Macdonald’s specific background – building recurring revenue models out of historically transactional, hardware-centric businesses – aligns directly with what Mitel says it needs. For the more than 6,000 channel partners in Mitel’s ecosystem, including a significant number of Canadian resellers and MSPs with established UC practices, the appointment signals an intent to activate that market opportunity through the partner community. In Brief – Pax8 named Cork Cyber its Startup Vendor of the Year at Beyond, recognizing the MSP-focused AI remediation platform that remediates threats automatically and pays out financially when risks slip through. A report from the Canadian Anti-Monopoly Project calls Canada’s cloud computing market “broken,” warning that Amazon, Microsoft and Google control 85 percent of the market and domestic providers risk creating what the report calls “maplewashed dependencies.” Cobalt and Omdia research finds that 53 percent of security leaders believe traditional penetration testing is now outdated. iCOUNTER appoints Joel Molinoff, formerly of BlueVoyant and CBS Corporation, as chief operating officer. DataStrike expands its Linux managed services practice by hiring Jon Cain as senior Linux infrastructure engineer. Full details and links in the show notes or the blog post. Later today on In The Channel, we’re hearing from Josh Singh at Turning Point Technologies in Vancouver – it’s a conversation about running a single-vendor Dell practice, AI for SMB, and why backup is the last line of defense against ransomware. And if you haven’t heard it yet, yesterday on In The Channel I sat down with ESTI’s Earl Gosick on AI infrastructure, cyber resilience, and why Saskatchewan may be Canada’s next data center hub. That’s how we’re seeing the headlines today. I’m Robert Dutt for ChannelBuzz.ca, thanks for listening. Have a great day.

Send us Fan MailWhat happens when a former elementary school teacher steps into the fast-paced world of tech sales and MSP project management?In this episode of Joey Pinz Conversations, Andrea McGlothin shares a powerful journey from teaching first graders how to read to helping MSPs structure projects for real profitability and success.

Send us Fan MailWhat separates a strong operator from a true leader—and how do you scale success across multiple companies?In this episode of Joey Pinz Conversations, Joey Pinz sits down with seasoned tech executive Jim Lippie to break down decades of experience across MSPs, SaaS companies, and multiple successful exits. From early days in the MSP space to leading SaaS growth and navigating acquisitions, Jim shares practical insights on leadership, metrics that matter, and what most operators overlook.

Send us Fan MailWhat does it really take to perform at the highest level—on the field and in business?

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

In the spirit of recording content at Conferences, we want to replay a special episode with Ryan Walsh, Chief Strategy Officer, Pax8. Enjoy and be in the look out for exciting episodes from Beyond 26. Success doesn't happen by accident—it's a journey we must own, and that begins with the right mindset. Ryan Walsh, Co-founder and Chief Strategy Officer at Pax8 discusses the power of strategic leadership, embracing innovation, and the importance of cultivating community within the channel. From his rock-climbing analogy of navigating challenges to his passion for helping MSPs grow through “guided growth” and “amplifying uniqueness,” Ryan underscores the need for focused vision and teamwork.   Highlights also include: A glimpse into the Voyager Alliance partner program. The expanding influence of AI, agents, and a shift to managed intelligence partners (MIPs). To be competitive means owning a niche, staying connected, and thinking collaboratively. Family and basketball as foundational to his leadership philosophy.   His leadership philosophy, rooted in enabling others and fostering shared success, offers valuable lessons for anyone seeking to lead with purpose in a rapidly changing tech landscape. Follow Ryan on LinkedIn and visit Pax8.com to stay informed about the marketplace.   Timestamps: [08:21] Father modeled passion [18:03] Voyager Alliance Growth Tracks [18:57] Owning your niche [23:05] Power of Team   --- more ---   If you want to master the art of audience engagement while learning how to conquer speaking anxiety, deliver persuasive presentations, and close more deals, this is the program for you. Twins Talk It Up is hosted by identical twin brothers Danny Suk Brown and David Suk Brown, who share leadership communication strategies designed to help professionals embrace the power of their authentic voice.   Together, we'll explore tips and tools to unlock the full potential of your voice, dominate every stage you step onto, and elevate your influence and value. Along the way, we'll crush goals and share plenty of laughs.   Book a Free 15-minute discovery call: dsbleadershipgroup.com/schedule-a-call/ Website: appmeetup.com/twinstalkitup/ Community: facebook.com/groups/publicspeakingpoints Patreon: patreon.com/twinstalkitup

In this episode of Machine Shop Mastery, I got to sit down with Kenny Williams of Native Aerospace and Defense. Kenny has a really interesting background because he did not come into manufacturing through the traditional path. He started in technology, worked with major ERP companies, served as a CIO for several manufacturing companies, and saw firsthand how deeply connected systems, process, people, and business really are. What I really appreciated about this conversation is that Kenny has lived the lessons he shares. He started a shop, grew it from zero revenue into a seven-figure aerospace and defense business in less than two and a half years, and eventually sold it. Now, through Native Aerospace and Defense, he is looking at his next chapter: acquiring and growing shops with the right foundation, systems, and opportunity. We talked about the realities that many new shop owners do not fully understand when they first get started. Kenny shares how he and his partner expected some large purchase orders to materialize early on, only to realize that relationships, trust, cash flow, capacity, and execution matter far more than simply having machines on the floor. His perspective on starting with the right size work, asking for money up front, managing cash, and growing at a sustainable pace is full of hard-earned wisdom. We also dug into what it takes to build a real business instead of just creating a job for yourself. Kenny shares why he fired roughly a third of his early customers, how he thought about moving into more complex and higher-value work, and why systems are the backbone of a scalable shop. Toward the end, we also got into CMMC, IT infrastructure, cloud platforms, and why Kenny believes machine shops should stay focused on their core competency: making great parts, serving customers, and building strong teams. You will want to hear this episode if you are interested in... (0:00) Kenny Williams and his journey from IT, ERP, and manufacturing systems into machine shop ownership (2:51) Kenny shares how his background in technology and ERP shaped his understanding of people, process, systems, and change management (7:43) How Kenny and his partner launched Phoenix Products through Kickstarter before growing into aerospace and defense work (10:14) High end parts, high end capability, and high end thinking with DN Solutions  (11:25) The importance of proper change management in an organization (16:03) The early startup lessons Kenny learned (relationships, cashflow, execution, etc.) (18:46) The hidden costs of outgrowing a facility and why moving a machine shop is far more disruptive than most owners expect (21:42) Your buyers have technical questions. Navu delivers reliable, accurate answers. (22:54) Why small purchase orders can create just as much work as larger ones, and how young shops should think about sustainable growth (25:18) How large purchase orders can become a cash flow problem if the shop is not prepared to fund materials, labor, and delivery (27:56) Why Kenny recommends asking for money up front, charging for NREs, and building deposits into quotes (30:50) How Kenny learned to identify the right customers, fire the wrong ones, and move toward better-fit work (34:32) Why strong systems are the backbone of a scalable shop and help turn a job into a real business (35:13) What Kenny is looking for as he searches for shops to acquire through Native Aerospace and Defense (39:10) Why you need to join us at IMTS 2026! (40:02) The challenge of buying shops that are still completely dependent on the owner (44:55) Why Kenny believes manufacturing needs to be positioned as a technology-driven career path for younger workers (46:50) How shop owners can support workforce development by engaging schools, offering internships, and speaking up about opportunity (48:49) Kenny explains why CMMC and IT decisions should start with a question about a shop's true core competency (51:00) Why Kenny believes shops should lean on experienced MSPs and major government cloud providers instead of trying to build everything themselves (54:43) Why MSPs need configurable CMMC solutions that actually fit small and midsize manufacturers (58:12) How to connect with Kenny and what types of shops he is interested in acquiring Resources & People Mentioned High end parts, high end capability, and high end capability with DN Solutions  Your buyers have technical questions. Navu delivers reliable, accurate answers. Learn more at Navu.co/MakingChips Why you need to join us at IMTS 2026! Connect with Kenny Williams Native Aerospace and defense Kenny@NativeAeroDef.com Connect with Kenny on LinkedIn Connect With Machine Shop Mastery The website LinkedIn YouTube Instagram Subscribe to Machine Shop Mastery on Apple, Spotify

Today’s headline news for Canadian IT solution providers: Kaseya MSP Success ecosystem: Kaseya has launched MSP Success, a unified growth initiative led by EVP of Channel Dan Tomaszewski and backed by a 140-person global team. The ecosystem consolidates three programs: MSP Success Digital Marketing (AI-powered lead generation, website, and SEO/AEO tools in Express and Pro tiers), MSP Success Peer (combining TruMethods Peer and Technology Marketing Toolkit into a single accountability network), and the Kaseya Community hub at MSPsuccess.com. The launch is framed around a finding from Kaseya’s own 2026 State of the MSP Report: 71% of MSPs say acquiring new customers is their single biggest challenge. Zscaler agentic AI security: Zscaler has announced major innovations to its Zero Trust Exchange platform at Zenith Live 2026, including three new capabilities for securing agentic AI: Zscaler AI Broker (securing MCP and A2A agent communications via an integrated Agent Registry), Zscaler Endpoint AI Security (detecting AI-related threats in browsers, plugins, and local tools), and Zscaler AI Access Graph (mapping identities, apps, and data sources in real time, powered by the Symmetry Systems acquisition). The company is positioning this as the industry’s first complete Zero Trust platform for Agentic AI. FlexPoint AI agents for MSPs: FlexPoint launched what it describes as the first AI-powered agents purpose-built for the MSP back-office, built into its AI-native accounts receivable platform. According to FlexPoint, the agents automate billing, collections, payment reconciliation, and client follow-up workflows, and are designed to integrate into existing MSP toolstacks without requiring additional administrative headcount. Kaseya State of the MSP Report context: The 2026 Kaseya State of the MSP Report finds 48% of MSPs rank AI as their top client need, while difficulty hiring skilled technicians has risen from 9% to 16% year over year, compounding the business development challenges MSP Success is designed to address. DTEX behavior intelligence: DTEX Systems has announced a new behavior intelligence tool built specifically for its partner ecosystem, using behavioral science and machine learning to flag anomalies that indicate potential insider risk or accidental data loss events. ConnectSecure Patch 360: ConnectSecure launched Patch 360, a centralized patch management platform purpose-built for MSPs, offering consolidated visibility across endpoints and third-party applications to streamline remediation workflows. Tumeryk and CSA AI Trust Score: Tumeryk has announced a collaboration with the Cloud Security Alliance on the RiskRubric v2 AI risk framework, now covering agentic AI and MCP servers, and has launched its AI Trust Score assessment service in beta. Read Full Transcript Welcome to The Buzz from ChannelBuzz.ca, I’m Robert Dutt, today is Wednesday, June 10, and here’s what’s happening in the channel today. Kaseya yesterday launched MSP Success, a unified growth ecosystem designed to tackle what its own research identifies as the managed service provider community’s single biggest problem. According to Kaseya’s 2026 State of the MSP Report, 71% of MSPs say acquiring new customers is their primary challenge. MSP Success is Kaseya’s answer – a three-pillar initiative that consolidates the company’s existing growth programs under one roof. The first pillar, MSP Success Digital Marketing, is a new platform offering conversion-focused websites, AI-powered search and answer engine optimization, local search visibility, automated lead generation, and access to a dedicated marketing specialist. The platform comes in Express and Pro tiers depending on scale. The second pillar, MSP Success Peer, unifies two programs Kaseya has operated separately until now – TruMethods Peer and Technology Marketing Toolkit – into a single global accountability network with quarterly in-person meetings across North America, EMEA, and APAC. The third pillar is the Kaseya Community hub at MSPsuccess.com, a centralized resource and learning portal. The initiative is led by Dan Tomaszewski, EVP of Channel, supported by a 140-person global team. In a sector where technical excellence is table stakes, this is a signal that Kaseya is investing meaningfully in the business side of running an MSP, not just the tooling. Zscaler yesterday used its Zenith Live 2026 conference in Las Vegas to announce what it describes as the industry’s first complete Zero Trust platform for Agentic AI. The announcement extends Zscaler’s Zero Trust Exchange to address a challenge traditional security tools were not designed to handle: autonomous AI agents that operate at machine speed, create ephemeral identities, and access sensitive data in ways that conventional perimeter and identity-based tools cannot fully see or control. The centerpiece of the announcement is Zscaler AI Broker, which secures agent-to-agent and MCP-based communications through an integrated Agent Registry that governs what each AI agent is permitted to access. Alongside that, Zscaler introduced Endpoint AI Security, targeting threats hidden in browsers, plugins, extensions, and local AI tools that many legacy endpoint products miss. A third new capability, AI Access Graph, powered by Zscaler’s earlier acquisition of Symmetry Systems, maps how identities, applications, and data sources connect across an enterprise to enable real-time policy enforcement and data lineage tracking. For MSSPs building managed AI security practices, this is a significant platform update from one of the key SASE and zero trust providers in the market. FlexPoint yesterday launched what it is positioning as the first AI-powered agents purpose-built for the MSP back-office. The company, which operates an AI-native accounts receivable platform for service providers, says the new agents are designed to automate the financial workflows that consume significant administrative time inside MSP operations – billing, collections, payment reconciliation, and client follow-up. According to FlexPoint, the agents integrate directly into existing MSP toolstacks and are designed to work without requiring dedicated back-office headcount. The core argument from FlexPoint is that MSP revenue growth often stalls not because of a shortage of clients, but because back-office operations don’t scale proportionally. That framing aligns with the theme emerging from Kaseya’s research and this morning’s news – that the constraint on MSP growth is increasingly on the business operations side, not the technical side. In Brief – Kaseya’s announcement follows its own 2026 State of the MSP Report, which also finds that 48% of MSPs rank AI as their top client need and that difficulty hiring skilled technicians has nearly doubled year-over-year. DTEX Systems announces a new behavior intelligence tool built for its partner ecosystem, designed to detect insider risk through behavioral analytics and machine learning anomaly detection. ConnectSecure launches Patch 360, a new patch management platform purpose-built for MSPs, offering a centralized view across endpoints and third-party applications. Tumeryk and the Cloud Security Alliance announce a collaboration on RiskRubric v2, an AI risk assessment framework that now covers agentic AI and MCP servers, with Tumeryk launching its AI Trust Score assessment service as part of the ecosystem. Later today on In The Channel, ESTI Consulting Services‘ Earl Gosick brings a Prairie data center perspective to a conversation about AI infrastructure, cyber resilience, and why the storage conversation is the one Canadian partners should be having right now. And if you haven’t heard it yet, yesterday’s episode features AWS Canada’s Martin Brazonet and CGI’s Dinesh Bhavsar on the launch of the AWS Partner Innovation Hub in Toronto – and why the gap between AI prototype and production is where the real partner opportunity sits. That’s how we’re seeing the headlines today. I’m Robert Dutt for ChannelBuzz.ca, thanks for listening. Have a great day.

There are 7 Key components of #salesgrowth for MSPs and IT service providers Each has a key role in allowing good companies to scale and become great Do you agree with the 7? Especially point number 2? Have a listen and tell me I'm wrong Chapters 00:00 - Introduction to the 7 Hard Truths about MSP Growth 02:07 - Technical Brilliance vs. Soft Skills and Sales Engines 05:38 - Bespoke Setups Kill Scalability 09:34 - Founders as the Biggest Bottleneck 13:25 - Growth Requires Capital Investment in People and Systems 17:20 - A Niche Beats a Generalist 21:52 - Lack of a Structured, Repeatable Sales Process 25:04 - Sales Cycles in the MSP Space are Long 29:11 - Inspirational Story: Ann Makosinski and the Hollow Flashlight 30:21 - Closing Thoughts and "Eat or Be Eaten" Ethos CTA Sales shouldn't feel like guesswork. Get clear, proven tactics delivered weekly — no fluff, just results. If you want to close more and stress less, this is for you.

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

In this episode of MSP Business School, host Brian Doyle engages in a dynamic discussion with John Harden, a pioneer in the AI realm within the MSP industry. With an impressive 17-year tenure in the sector, John Harden brings an expert perspective on the rapid evolution of AI technology. As MSPs grapple with AI's practical applications and benefits, Harden provides insights into achieving scalability, responsibility, and repeatability with AI solutions. John also shares his experience of launching Lemhi, a new venture focused on guiding MSPs to effectively harness AI for service improvements and operational excellence. John Harden and Brian Doyle highlight how AI is transforming the landscape for MSPs. Through engaging dialogue, they discuss tooling, responsible deployment, and strategic implementation of AI to boost client relations and service offerings. They emphasize the importance of establishing a repeatable sales motion and developing a robust, manageable AI framework. Harden's Lemhi is positioned to directly address this by providing the necessary resources and expertise to integrate AI into MSP operations effectively, focusing on incremental value creation across all levels of client relationships. Key Takeaways: AI Strategy and Deployment: Successful AI integration requires repeatable, responsible, and scalable strategies, as articulated by John Harden based on his extensive research and experience. MSP Transformation: MSPs have an unprecedented opportunity to evolve into Managed Intelligence Providers, offering AI-driven solutions that enhance service offerings and deepen client engagement. Project vs. Ongoing Engagement: Rather than viewing AI implementations as one-off projects, MSPs can achieve greater value by adopting a continuous, relationship-focused approach that caters to individual job roles within client organizations. Lemhi's Offering: The launch of Lemhi aims to help MSPs initiate a repeatable sales motion around AI, supporting them with tools and frameworks for effective AI rollout and management. Open Engagement Opportunities: John emphasizes building in collaboration with design partners and actively encourages MSPs to engage with Lemhi for better alignment and co-development. Guest Name: John Harden LinkedIn page: https://www.linkedin.com/in/john-harden/ Company: Lemhi Website: https://www.lemhi.com/ Show Website: https://mspbusinessschool.com/ Host Brian Doyle: https://www.linkedin.com/in/briandoylevciotoolbox/ Sponsor vCIOToolbox: https://vciotoolbox.com

Send us Fan MailAs artificial intelligence reshapes the managed services landscape, MSPs are facing a defining moment. According to the MSP Poverty Line framework, developed by EChannelNews, organizations that fail to evolve risk falling behind, while those that embrace change can position themselves for long-term growth and profitability.The good news is that crossing the MSP Poverty Line is achievable. Based on industry research and insights from leading MSPs, eight key action plans have been developed that can help any size MSP consistently separate themselves from a struggling to adapt organization into a high-performing one. THE EIGHT STEPSThe first step is embracing visionary leadership. Successful MSP leaders approach AI strategically, balancing innovation with strong cybersecurity governance. Rather than viewing AI as a trend, they see it as a core business capability.Second, MSPs must strengthen their own brand identity. Organizations that define themselves primarily by the vendors they represent risk becoming interchangeable. The most successful MSPs focus on the outcomes they deliver rather than the products they sell.Third, businesses should integrate autonomous agentic AI across their operations. From service delivery to internal workflows, AI is becoming the foundation of modern MSP operations and enabling greater efficiency and scalability.Fourth, AI must be incorporated into sales and marketing strategies. Forward-thinking MSPs are leveraging automation, analytics, and AI-powered tools to improve customer engagement, generate leads, and accelerate growth.The fifth step is developing a deeper understanding of clients' business goals. Rather than focusing solely on technology, successful MSPs align their services with measurable business outcomes and competitive advantages.Sixth, MSPs need to stay ahead of industry trends. By acting as trusted advisors and maintaining a seat at clients' decision-making tables, they become indispensable strategic partners rather than service providers.The seventh step focuses on building a strong organizational culture. As automation becomes more prevalent, maintaining human connection, collaboration, and employee well-being becomes increasingly important. Organizations with healthy cultures are often more resilient and adaptable.Finally, MSPs must commit to continuous modernization. The pace of change in the channel is accelerating, and standing still is no longer an option. Businesses that continually evaluate their processes, service offerings, and market positioning are better equipped to respond to new opportunities and challenges.The MSP Poverty Line is not simply a measure of revenue or profitability. It represents a business's ability to adapt, innovate, and thrive in a rapidly evolving technology landscape. By focusing on these eight areas, MSPs can strengthen their foundations, create greater value for clients, and position themselves for sustained success in the AI-driven future.

A central structural mechanism highlighted in this episode is the exposure and amplification of technical and organizational weaknesses by enterprise AI initiatives, particularly as organizations pursue rapid AI adoption without adequate investment in data and process fundamentals. The episode draws on findings from an MIT Media Lab report, which found that 95% of enterprise AI pilots had no measurable impact on profit and loss, despite $30–40 billion in investment. Michael Privat, representing the healthcare technology firm Availability, discusses the consequences for organizations that apply “thin” AI overlays on top of unaddressed legacy data infrastructure and processes. The most consequential data point centers on AI's amplifying effect. According to the MIT Media Lab report cited by Michael Privat, 74–75% of companies expect revenue growth from AI, but only 20% are realizing gains. The root cause identified is not AI itself, but foundational failures: organizations use pilots as procurement exercises rather than outcome-driven initiatives and neglect to address data consistency and process integrity. Pilot projects, in many cases, simply accelerate the visibility and scale of existing dysfunctions rather than creating new value. Further evidence is provided through discussion of operational methodologies and organizational approaches. Michael Privat details a shift from pre-AI process benchmarks, such as DORA metrics focused on predictability and velocity, toward new models that account for AI's speed and amplification risks. He points to increasing investments in engineering capacity—in particular, tripling headcount in India—while emphasizing that efficiency gains from AI only materialize where discipline, standardization, and solid engineering “plumbing” is already in place. Both the need for audit trails and rigorous governance, especially in regulated sectors like healthcare, are flagged as structural safety requirements rather than optional layers. Operationally, the implications for MSPs and IT leaders include the risk of exposing latent deficiencies when implementing AI-driven offerings, particularly when layering automation and analytics atop fragmented or inconsistent infrastructure. Key areas of impact are the need for robust governance frameworks—especially with agentic AI, where dynamic system behaviors require ongoing accountability and auditability—and the risk that AI investments made without process and data “spring cleaning” can actually accelerate failure modes. For IT service providers, the material risks are in unexamined process debt, tool misalignment, and the temptation to prioritize velocity over resilience, ultimately increasing operational and contractual exposure. Supported by:NerdioScalePad  

Michael Amiri joins MSP Unplugged to break down the emerging model of MSP-as-a-Service (MSPaaS) — a game-changing approach that's helping MSPs scale faster, reduce operational overhead, and deliver better outcomes to clients. In this episode, Michael shares: What MSP-as-a-Service really means and why it's gaining traction in 2026 How MSPaaS differs from traditional managed services models The biggest benefits and challenges of adopting an MSP-as-a-Service delivery model How MSPs can leverage platforms and partnerships to operate more efficiently Practical insights on transitioning your MSP toward this modern service model What the future holds for MSPs who embrace MSPaaS vs. those who don't Whether you're looking to modernize your MSP, reduce burnout, improve scalability, or stay competitive in a rapidly evolving market, this conversation delivers clear, actionable insights from someone deeply involved in the MSP-as-a-Service space.  

Can businesses still rely on cybersecurity strategies that were designed for a very different threat environment? In this episode of Tech Talks Daily, I speak with Matt Knell from ESET about why many managed service providers and businesses are being forced to rethink what effective cybersecurity looks like in 2026. As cybercriminals become faster, more sophisticated, and increasingly powered by AI, many of the approaches that once provided reassurance are struggling to keep pace. Matt shares why the idea of "good enough" security is becoming increasingly difficult to defend. While endpoint protection remains an important part of any security strategy, he explains why technology alone is no longer enough. Organizations must continually review, update, and strengthen their defenses rather than assuming that yesterday's protections will be sufficient tomorrow. Our conversation explores the lasting impact of ransomware and the lessons businesses continue to learn from high-profile incidents. From major retailers to global manufacturers, attacks are creating operational disruption, financial losses, and reputational damage on a scale that few organizations would have imagined a decade ago. We also discuss one of the industry's most persistent challenges: the cybersecurity skills gap. Finding experienced security professionals remains difficult, while retaining talent has become equally challenging. Matt explains how managed detection and response services are helping MSPs extend their capabilities without having to build and maintain large security operations teams. AI naturally plays a major role in the discussion. While cybersecurity vendors use AI to improve threat detection and response, attackers are also leveraging the technology to accelerate and sophisticate phishing campaigns, social engineering, and other forms of cybercrime. Matt explains why businesses must remain realistic about both opportunities and risks. Another theme throughout the episode is the growing expectation that cybersecurity should be treated as a business issue rather than purely an IT concern. Regulations, cyber insurance requirements, supply chain scrutiny, and customer expectations are all increasing pressure on organizations to demonstrate stronger security practices and greater resilience. We also discuss ESET PRIVATE and why more organizations are seeking security services tailored to their specific operational needs. Rather than relying on a standard package, many businesses are looking for solutions that align with their industry requirements, compliance obligations, risk profile, and long-term objectives. Finally, Matt reflects on the conversations emerging from ESET's recent partner conference and shares his perspective on the topics shaping cybersecurity priorities for the coming year. AI, resilience, compliance, and business education continue to dominate discussions as organizations look for practical ways to strengthen their defenses. If you're an MSP, IT leader, business owner, or anyone responsible for protecting digital operations, this episode offers a timely look at the challenges facing organizations today and the steps many are taking to prepare for what comes next. Is your organization still relying on security strategies designed for yesterday's threats, or have you adapted to today's cyber risks?

In this episode of The IT Experts Podcast, I sit down with Ken Roulston to explore a topic that many MSP owners know they should be paying attention to, yet often leave until much later than they should. Governance.     Now, before you switch off thinking this is a subject reserved for larger businesses, stay with me. This conversation is one of the most important discussions we've had around protecting the value of your MSP, reducing unnecessary risk and building a business that is genuinely attractive to a future buyer.     Ken brings a huge amount of experience to this conversation. Having built and successfully exited a £17 million MSP, he has seen first hand what separates valuable businesses from those that struggle to achieve the valuation their owners expect. Through his work with MSPs across the UK and Ireland, Ken regularly helps business owners understand the factors that drive value and the mistakes that can quietly destroy it.     One of the points I often make is that every MSP owner will eventually sell their business. Whether that happens in five years, ten years or twenty years is almost irrelevant. At some stage, ownership changes hands. The question is whether you will be rewarded properly for all the hard work, investment and sacrifice that went into building it.     That is where Governance comes in.     Throughout our conversation, Ken and I unpack why Governance is far more than a compliance exercise. Good Governance creates confidence. It gives buyers reassurance. It reduces risk. It demonstrates professionalism. Most importantly, it helps you build a stronger business today, regardless of whether an exit is anywhere on your immediate horizon.     We begin by looking at financial Governance and why understanding your numbers is only part of the story. Many MSP owners can tell you their monthly revenue and profitability. Far fewer fully understand the financial responsibilities that come with being a company director. Ken explains the importance of financial controls, cashflow management, solvency and proper accounting practices. These are not optional activities. They are part of your legal responsibility as a business owner.     We also discuss how poor financial Governance can raise serious red flags during an acquisition. Buyers want confidence that a business is being managed professionally. Strong reporting, clear approval processes, documented decisions and consistent financial management all contribute to a stronger valuation and a smoother due diligence process.     From there, we move into legal Governance, which is often where hidden problems begin to emerge. Ken shares examples of acquisitions where customer contracts, supplier agreements and employee terms created unexpected complications. In some cases, a single clause buried within a contract was enough to significantly impact the value of a deal.     One example in particular highlights how an overlooked contract clause could force a buyer to seek approval from every customer before completing an acquisition. It is a powerful reminder that Governance is not about having paperwork in place. It is about understanding exactly what those documents mean and how they affect the future of your business.     We also spend time discussing employee Governance. As MSP owners, our people remain our greatest investment and often our largest cost. Strong Governance creates clear expectations, supports accountability and helps protect both employees and the business. Ken explains why current employment contracts, documented processes and professional HR support are essential if you want to build a resilient organisation.     Towards the end of the episode, we broaden the conversation into business risk. This is an area we regularly help MSP Growth Hub members address because many business owners spend their days helping clients manage risk while overlooking risks within their own organisations.     Ken shares practical examples of the risks every MSP should be assessing, including customer concentration, supplier dependency, cashflow exposure and operational vulnerabilities. We discuss why creating a risk register does not need to be complicated and how taking time to identify potential threats can significantly improve decision making and business resilience.     If you want to build a stronger MSP, improve its future value and avoid the costly mistakes that catch many owners out during an exit process, this episode is packed with practical insights. Governance may not be the most glamorous topic in business, although it could be one of the most valuable conversations you will have this year.     As Ken says throughout the discussion, buyers are looking for confidence, credibility and professionalism. Good Governance helps you demonstrate all three.   Connect with Ken Roulston through LinkedIn and his website.     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.    If you're serious about growth and want to explore what this could look like for your MSP, you can book a Right Fit Clarity Call with us HERE.  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!   

The current structural shift centers on the transfer of accountability for AI risk from vendors and regulators to managed service providers (MSPs). Vendors such as Anthropic and Microsoft are expanding their enterprise-focused AI channel programs and services tracks, while regulators pull back from enforcement, leaving MSPs as the de facto accountable parties for AI deployments. Reports and data indicate that vendor-driven channel expansion and regulatory laxity are converging to make service providers the liable layer in AI delivery. Anthropic is broadening its CLAUDE partner network from around 100 to several thousand partners, organized in tiers with outcome-based incentives and a dedicated services track targeting MSPs and system integrators. Microsoft, responding to low Copilot adoption rates (reported at 3.3% of eligible users), is allowing full removal of Copilot from systems. An IDC/Expereo survey of 800 companies found 70% are budgeting for AI, but investment is driven more by competitive anxiety than proven results. Additionally, a concentrated group—top 5% of users—accounts for the bulk of enterprise AI-related risk, according to a separate analysis. Supporting developments include the emergence of Lemhi, an early-stage platform aimed at enabling MSPs to package and sell AI transformation as a recurring service, and warnings from lawmakers about cuts to CISA that undermine federal cyber defense capacity. The episode also highlights a consistent theme: government agencies such as the White House and NIST are shifting toward voluntary measures and measurement frameworks, declining to create enforceable accountability standards for AI in production environments. For MSPs and IT leaders, these developments translate to increased contract and operational risk. Without renegotiated agreements specifying usage ceilings, approval workflows, and liability terms, providers may inherit unpredictable financial exposure and compliance gaps. The absence of effective governance requirements from both vendors and authorities places the operational burden on MSPs to define, monitor, and enforce safe use of AI, including recurring governance services such as data boundary enforcement and audit evidence. Failure to address these issues may result in MSPs acting as uninsured support for unmanaged AI deployments they cannot fully control or price. 00:00 MSP AI Play  04:24 AI's Accountability Gap 06:50 MSP Risk Transfer 09:49 Why Do We Care?  Supported by:  ScalePad Moovila 

The episode examines a structural shift in the MSP business model driven by the introduction of AI-linked consumption-based pricing layered on top of traditional per-seat fees. This emerging mechanism, typified by Microsoft's E7 license, adds variable AI consumption charges to otherwise predictable monthly service costs. Vendors are restructuring partner payment models, with Microsoft's move closely watched by others, signaling a wider potential for volatility in the recurring revenue foundations of MSPs, according to analysis from Jay McBain and recent channel data. The most consequential development is Microsoft's E7 pricing, which explicitly adds an AI consumption cost to the standard per-seat license. This move introduces variability at “machine speed,” in contrast to previous examples such as cloud storage, where consumption remains predominantly human-driven and thus more predictable. Analysts note that similar micro-consumption models—charging per conversation, process, or API call—are being adopted by hundreds of companies. Market data from Omnia and referenced industry research places the global IT spend at $6 trillion in 2026, with two-thirds delivered by channel partners and a rapid shift from fixed, subscription models toward micro-consumption billed at a granular, usage-based level. Supporting evidence includes the lack of sufficient vendor-provided controls for variable consumption, leaving MSPs exposed to unplanned cost spikes. While large enterprises are introducing robust FinOps practices and loading up cloud credits, smaller MSPs serving SMB customers are not prepared with similar governance structures. There is also vendor-led encouragement for AI adoption—such as persistent in-app assistants—that drive up consumption before adequate controls or cost-passing mechanisms are established. The sustainability of current pricing models is further questioned by the fact that providers like OpenAI and Anthropic are themselves subsidizing significant portions of token usage, distorting true costs throughout the value chain. For MSPs and IT service leaders, these developments mean greater exposure to unpredictable costs, potential margin pressures, and increased contractual risk tied to AI consumption. Operators cannot rely on vendors to provide spend caps or consumption governance today; failure to build internal controls or pass-through mechanisms may result in absorbing unpaid liabilities. Accountability for AI-driven actions, remediation, and configuration changes will rest with the MSP, elevating both operational complexity and liability exposure. The current environment requires building governance, audit trails, and spend management capabilities now, ahead of broader market adoption of AI consumption models. Supported by: CometBackup

Centaris Helps SMBs Bring AI Into the Business Without Letting Risk Come Along for the Ride, Podcast, According to Centaris, 86% of SMB workers are using AI tools, with 80% bringing their own tools into the workplace. At the same time, 80% of leaders cite leakage of sensitive data as their main concern. By Doug Green “We think there's a tremendous opportunity for us to shine where we've thrived for years.” In this Technology Reseller News podcast, Doug Green speaks with Mike Nowak, Chief Revenue Officer at Centaris, about the challenges small and midsize businesses are facing as AI adoption moves faster than many IT and security programs can manage. Centaris provides cybersecurity and managed IT services for small and midsize organizations, with a focus on the Great Lakes region and companies with roughly 50 to 5,000 employees. The company works across key verticals including manufacturing, healthcare and financial services, where security, compliance and operational continuity are central business concerns. The conversation focuses on a problem that is becoming urgent for SMB leaders: AI is already inside the organization, whether or not it has been formally approved. According to Centaris, 86% of SMB workers are using AI tools, with 80% bringing their own tools into the workplace. At the same time, 80% of leaders cite leakage of sensitive data as their main concern. That creates a new challenge for MSPs, IT leaders and business owners. The question is no longer whether employees will use AI. They already are. The question is whether companies can create a secure, consistent and manageable way to use AI without exposing customer data, intellectual property or regulated information. Nowak outlines Centaris' role in helping organizations move from uncontrolled AI experimentation to structured deployment. For many smaller companies, AI adoption is happening at the employee level first. Staff members are using publicly available tools to write, summarize, research and automate work. That can create productivity gains, but it can also create risk when sensitive information is pasted into tools that are not governed by company policy. Centaris is positioning its AI and cybersecurity work around practical deployment. Rather than treating AI as a separate technology trend, the company sees it as part of the broader managed services and cybersecurity conversation. SMBs need policies, training, tool selection, identity controls and security frameworks that match the way employees are already working. The podcast also looks at the broader cybersecurity posture of the small and midmarket. These organizations face many of the same risks as larger enterprises but often lack the same internal resources. That makes consistent managed security, compliance guidance and trusted IT leadership especially important. Centaris is also in growth mode. Nowak says the company is looking to expand across the Great Lakes footprint, particularly in areas where it already has experience and vertical expertise. “The ones that we're looking for and where we're looking to expand is really the Great Lakes footprint,” Nowak says. “We think there's a tremendous opportunity for us to kind of shine where we've thrived for years.” The acquisition strategy is focused on fit and execution. Centaris is interested in organizations that align with its strengths in manufacturing, healthcare, financial services and cybersecurity-driven managed services. The company works with larger clients and clients in other regions, but Nowak emphasizes that Centaris is careful about ensuring it can execute well before expanding. For MSP owners, the message is direct: Centaris is open to conversations with firms that may be considering their next step. For SMB leaders, the message is equally clear: AI is already arriving inside the business, and the time to secure and standardize that adoption is now. Centaris can be reached through LinkedIn, at info@centaris.com, or through the Centaris website. Learn more at centaris.com.

Discussion centered on the evolving role of Artificial Intelligence (AI) in the MSP technology stack, emphasizing the necessity for MSPs to deploy tools that can comprehensively manage AI, particularly concerning security and shadow IT. Multiple participants highlighted the lack of current solutions that aggregate and control AI activity via a single interface, with an explicit focus on the requirement to educate clients about AI privacy, security, and usage costs. The practical challenge of MSPs asserting thought leadership in AI was underscored, as was the complication of usage-based AI billing models leading to unexpected customer expenses. Supporting details were drawn from the recently released Kaseya State of the MSP report, which showed that customer acquisition remains the sector's main challenge, with 71% of surveyed MSPs identifying it as their top concern. The report further found that only a minority of MSPs are executing effective sales and marketing strategies to educate clients. Additionally, 48% of respondents reported AI and automation as top client needs, yet a significant drop was observed in customers spending more than $25,000 a year with MSPs, falling from 75% to 41%. This reduction is attributed to clients undertaking technology initiatives independently, diminishing the perceived value of MSP services. Adjacent discussions addressed common issues around automation and AI adoption. Several practitioners noted a prevailing trend of automating legacy processes rather than leveraging AI for forward-looking transformation. It was emphasized that most AI implementations among peer groups are focused on operational efficiencies for past tasks, such as help desk and marketing automation, with few examples of innovative new service offerings. The dialogue also covered practical, risk-related aspects of managing client relationships, particularly when enforcing security measures such as multi-factor authentication in the face of client resistance. Implications for MSPs and IT leaders include the need to strengthen governance around AI adoption and service stack adjustments, actively communicate the value of AI security and management services, and anticipate client concerns about cost control and privacy. The observed decrease in customer spending points to operational and strategic risks around client engagement and service value. MSPs are advised to ensure that automation efforts align with future requirements, not just past service models, and to enhance accountability in both vendor and client-facing operations.   Title:    Should I Adjust My Stack for AI?  MSP Question of the week:  How should I adjust my stack for AI? Kasaya State of the MSP report is out: Running an MSP is harder than ever is the headline. https://www.kaseya.com/blog/msp-growth-challenges-2026/ Question for you! Amy had a post on LinkedIn last week telling MSPs that they are doing AI wrong. The final question was, are you adopting AI for the future or just automating the last 10 years. Where is your focus?. https://www.thirdtier.net/2026/05/31/most-msps-are-using-ai-wrong/ M&A: When is the best time to sell an MSP? Chapter 2 from Amy's book. https://amzn.to/4dSYOcRAmy and James Events Mastermind Event – July 30-31st, 2026https://portal.kernanconsulting.com/mastermind-event Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Join Brian Doyle in this insightful episode of MSP Business School as he delves into the burgeoning role of AI in Managed Service Providers (MSPs). This episode offers a deep dive into how MSPs can navigate the dynamic landscape of AI to enhance their service offerings and foster substantial client relationships. Brian leverages his wealth of experience to outline strategic approaches to integrating AI into business conversations, underscoring the shift from traditional IT services to a more holistic AI-driven advisory role. Throughout the episode, Brian outlines the significant impact of AI readiness assessments and governance strategies. He emphasizes the crucial need for MSPs to incorporate AI into their strategic frameworks, noting significant financial opportunities and the potential to transition from commodity services to strategic partners. The discussion spans various critical aspects, including data readiness, infrastructure, security concerns, and the cultural and executive buy-in necessary for a successful AI adoption framework. The episode paints a vivid picture of AI as a transformative force, capable of driving efficiency, ROI, and innovation, while also highlighting the necessity of ongoing governance and adaptation to evolving AI models. Key Takeaways: AI Opportunities for MSPs: AI projects offer considerable financial opportunities, with projects averaging between $3,000 and $15,000 and up to $30,000 in recurring revenue through governance services. Importance of Readiness Assessments: Conducting comprehensive readiness assessments involving data, infrastructure, security, and cultural dynamics is critical for successful AI integration. Need for Strategic AI Governance: Long-term AI success is tied to robust governance frameworks due to continual model evolution and security risks. Cultural and Executive Buy-In: Establishing executive and cultural buy-in within client organizations is essential for AI adoption and maximizing its potential. Avoiding Scope Creep and Complexity: MSPs must maintain a clear strategy, limit options for clients, and focus on clear business outcomes to avoid project complexity and provide tangible client value.

AI oversight arrives at the White House. A Cyber Force gains momentum. Critical infrastructure comes under cyberattack. Acer faces zero-day trouble. A stock exchange executive gets spied on for months. HTTP/2 Bomb threatens web servers. Quantum's classical side grows bigger. Britain's military chooses Starshield. Spain's infamous hacker gets sentenced. Our guest is Benjamin Morrell, Vice President, Security Strategy at Coro Cybersecurity, discussing the role of MSPs. Meta's productivity panopticon pauses for personal pitstops.  Remember to leave us a 5-star rating and review in your favorite podcast app. Miss an episode? Sign-up for our daily intelligence roundup, Daily Briefing, and you'll never miss a beat. And be sure to follow CyberWire Daily on LinkedIn. CyberWire Guest On today's Industry Voices, we are joined by Benjamin Morrell, Vice President, Security Strategy at Coro Cybersecurity, discussing the role MSPs are playing in cybersecurity. If you enjoyed this conversation be sure to check out the full conversation here.  Selected Reading Trump Signs Executive Order Seeking Oversight of A.I. Models (The New York Times) New cyber force would cost up to $11 billion to start, commission says (The Record) CISA Warns of Cyberattacks Targeting U.S. Tank Gauge Systems (GB Hackers) Acer working to patch max severity zero-days in Wave 7 routers (Bleeping Computer) Espionage Campaign Targeted Stock Exchange Executive for Five Months (Security.com) 'HTTP/2 Bomb' Exploit Knocks Web Servers Offline in Seconds (SecurityWeek) The Classical Advances Needed to Make Quantum Computers Tick (IEEE) Alcasec, "Robin Hood of Spanish Hackers," Jailed for 31 Months Over Data Theft (Hackread) Exclusive: UK adopts SpaceX's Starshield for military operations, sources say (Reuters) Meta will reportedly let employees take 30-minute breaks from its tracking program (Engadget) Share your feedback. What do you think about CyberWire Daily? Please take a few minutes to share your thoughts with us by completing our brief listener survey. Thank you for helping us continue to improve our show.   Want to hear your company in the show? N2K CyberWire helps you reach the industry's most influential leaders and operators, while building visibility, authority, and connectivity across the cybersecurity community. Learn more at sponsor.thecyberwire.com. The CyberWire is a production of N2K Networks, your source for strategic workforce intelligence. © N2K Networks, Inc. Learn more about your ad choices. Visit megaphone.fm/adchoices

Outcome-based managed security and attached vendor warranties are driving a new form of coverage-based vendor lock-in for MSPs and IT service providers. Vendors such as Intezer and SPECTRA are introducing performance guarantees, SLAs, and cyber resilience warranties that require MSPs to fully standardize on their architectures. This evolving model shifts accountability for enforcement and risk management from the individual MSP to the vendor's operating model, thereby altering the independent role of the MSP within client environments. A notable example is Intezer's Amplify Partner program, which asserts that its platform can process 100% of security alerts while escalating fewer than 2% for human review—claims the company frames as outcomes rather than product specifications. SPECTRA's use of certification-linked warranties, distributed via Ingram Micro, establishes channel-distributable assurance products with explicit conditions attached at every level. According to a Check Point report, while 77% of organizations report having adopted AI for cloud security, only 26% feel capable of enforcing those strategies, revealing a gap between security intent and operational ability. This structural shift is further illustrated by Merlin Cyber's FedRAMP managed service offering, Lumen's MDR enhancements targeting mid-market MSPs, and Trustlogix's addition of intent-based authorization controls. The FBI's announcement regarding Microsoft 365 OAuth token hijacking and recent vulnerabilities in widely used platforms like ConnectWise Automate underscore the real-world risks of automation platforms being targeted. These developments collectively point to growing operational complexity, rising compliance burdens, and the need for MSPs to separate their commitments from upstream vendor claims. For operators, the trend demands increased scrutiny of warranty terms, claim denial conditions, and SLA language before making any client-facing assurances. MSPs risk absorbing liability if they repeat vendor marketing claims without contractual clarity or operational control. Effective governance now requires independently produced, audit-ready evidence that documents compliance and enforcement separate from vendor portals. As assurance sales proliferate, the operational gap between acting as an underwriter versus a reseller will drive market differentiation, affecting both pricing structures and eligibility for vendor-backed coverage. 00:00 Channel-Ready Security 03:41 Policy vs. Reality 05:59 MFA Isn't Enough 09:12 Why Do We Care?    Supported by:  ScalePad Moovila   

“Customer experience is not about selling a product anymore. It's about selling trust.” Cisco Webex: Turning Agentic AI Into Trusted Customer Engagement, As Cisco Live spotlights agentic AI, security and observability, Vinod Muthukrishnan explains why Webex Customer Experience sits at the front line of AI adoption By Doug Green “Customer experience is not about selling a product anymore. It's about selling trust.” That was the larger message from Vinod Muthukrishnan, Vice President and General Manager of Webex Customer Experience at Cisco, in this Technology Reseller News podcast recorded at Cisco Live. Muthukrishnan connects several of the biggest themes at Cisco Live — agentic AI, observability, security and the network — to the place where they ultimately become real: the customer experience. As AI moves into customer-facing environments, the stakes change. An autonomous agent may access corporate data, customer information, PII and confidential systems. It may then act autonomously and communicate directly with customers, partners and outside entities. Put those steps together, Muthukrishnan says, and the threat surface becomes potentially “infinite.” That is why he argues that AI-powered customer experience cannot be treated simply as a front-end application opportunity. “For me, it's an infrastructure game,” says Muthukrishnan. The ability to observe, secure, manage and respond to AI-driven systems at machine scale becomes essential. The conversation reflects a larger shift in the contact center and customer experience market. AI is no longer just a tool for routing calls, answering routine questions or assisting agents. It is becoming a new operating layer for customer engagement. That creates major opportunities for better service, faster resolution and more personalized interactions. But it also raises new questions about trust, governance, data access and operational control. For Cisco Partners, MSPs and enterprise teams, that changes the conversation. The question is not simply how to add AI to the contact center. The question is how to build a secure, observable and trusted CX environment where AI can operate safely and effectively. Muthukrishnan's message is that Webex Customer Experience is positioned at that intersection. CX is where the promise of AI meets the expectations of real customers. It is also where enterprises will need to prove that autonomous systems can be useful, secure and trusted. In this podcast, Muthukrishnan outlines how Cisco Webex is approaching that challenge and why trusted customer engagement may become one of the defining measures of success in the AI era. Learn more at: https://www.webex.com/contact-center.html

A high close rate is rarely the result of charisma or talent alone. When Ray reviewed the top finalists for MSP Salesperson of the Year, a clear pattern emerged: the best performers were all running nearly the same sales process. This episode breaks down the exact five-step framework behind close rates that are 68% — a the lowest rate — and why consistency in process matters more than most sales teams realize.What You'll Learn in This EpisodeThe qualification mistake that causes many MSPs to leave deals on the tableWhy strong discovery creates higher close rates later in the processThe structure top performers use instead of overwhelming prospects with proposals and quotes//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

Three breaches. No malware. No zero-days. Just trust being exploited. This week on Security Squawk, Bryan Hornung, Randy Bryan, and Reginald Andre break down three major cybersecurity incidents that reveal a growing reality: attackers are increasingly targeting people, vendors, and physical access instead of technology. NYC Health + Hospitals disclosed a breach affecting 1.8 million individuals after a third-party vendor compromise exposed sensitive patient information, including fingerprints. Carnival Corporation confirmed a cyberattack impacting nearly 6 million people after attackers used social engineering to gain access through an employee account. Meanwhile, the FBI is warning law firms about criminals posing as IT personnel, physically entering offices, deploying malicious USB devices, and stealing privileged client data. These attacks didn't begin with sophisticated malware or advanced exploits. They succeeded because trust was exploited. In this episode, we discuss: • The growing risk of third-party vendor breaches • Why biometric data theft creates permanent consequences • How social engineering continues to defeat security controls • The resurgence of physical intrusion attacks • What CEOs, business owners, IT leaders, and MSPs should be evaluating right now • Why many organizations may be defending the wrong attack surface If your cybersecurity strategy focuses only on networks, endpoints, and firewalls, this episode will challenge some assumptions. Support the show: https://buymeacoffee.com/securitysquawk Subscribe for weekly executive-level cybersecurity analysis focused on business impact, operational risk, and real-world consequences. #CyberSecurity #DataBreach #Carnival #NYCHealthAndHospitals #SocialEngineering #VendorRisk #LawFirmSecurity #CyberAttack #InformationSecurity #MSP #BusinessRisk #SecuritySquawk

A fundamental structural shift underway is the movement of AI from isolated features to operationalized, production-level workloads in MSP tooling and client environments. This transition is not primarily about the capabilities of individual AI models but about their integration into existing operational platforms and workflows. Companies such as PDQ, Senteon, Domotz, and Zoom are incorporating AI agents directly into management layers, endpoint automation, and workflow orchestration, thereby increasing both the scope and complexity of AI impact. The locus of value is shifting from features to workflow control and integration, creating new demands for governance, consumption monitoring, and exit strategies. The most consequential development referenced is the transition in AI billing and operational models from static user or seat licenses to variable, usage-based consumption. He cites TechCrunch's coverage of GitHub Copilot's move to token-based billing and Semafor's reporting of Uber's rapid exhaustion of its 2026 AI budget in four months due to unbounded consumption by generative tools. F5's State of Application Strategy report is referenced to confirm that multi-cloud and parallel model operations are now common, with significant instances of AI-related security incidents already reported. Secondary developments reinforce this structural realignment of risk and accountability. PDQ, for instance, is expanding multi-tenant management and integration capabilities, while Senteon enables endpoint hardening and drift control directly in Rewst's platform. Domotz's MCP server allows AI agents to operate across 40,000 networks globally, and Zoom is packaging AI context protocol features for workflow automation. Each of these changes is designed to increase operational efficiency, but also expand the surface area for unintended consequences, elevated operational complexity, and potential budget overruns. For MSPs and IT leaders, the operational implications center on governance, spend control, and clear accountability over AI-driven tools and workflows. The risk is that without adequate monitoring, policy setting, and contractual clarity—especially around data portability and exit costs—MSPs may face liability for unplanned consumption, misconfigured automation, or governance gaps. The evidence indicates the need to proactively audit AI integrations, set usage thresholds, instrument logging and budgeting controls, and renegotiate vendor contracts to ensure service boundaries and oversight mechanisms are in place before workflows become too deeply embedded. 00:00 MSP Stack Resets  04:09 AI Needs Governance 06:45 Govern AI or Pay 09:22 Why Do We Care?  Supported by:  Nerdio Zero Networks   

Ryan Rose of Learn with Cisco outlines refreshed CCNA, CCIE and Cisco U. programs designed to prepare networking professionals for AI-driven infrastructure “I get to help people grow their careers,” says Ryan Rose of Learn with Cisco. “I get to help people learn new things.” In this Technology Reseller News podcast, Doug Green speaks with Ryan Rose of Learn with Cisco about Cisco's latest updates to its certification and training portfolio, including refreshed CCNA and CCIE programs, expanded Cisco U. learning resources, and new AI-focused training designed to help networking professionals stay current as infrastructure evolves. Rose describes his role at Cisco as one of stewardship. Cisco's certification program has been a fixture in the networking industry for roughly 30 years, and Rose says the goal is to make sure the program continues to reflect the skills people actually need in the field. “What we've done and what we announced is really our intention of how we evolve both CCNA and CCIE,” says Rose. A central theme of the conversation is that AI is changing the skills map for networking professionals, but it is not replacing the need for core networking expertise. Instead, Rose explains that professionals will need to understand how to use AI tools effectively, evaluate AI-generated recommendations, and combine automation with sound technical judgment. The updates include a refreshed CCNA blueprint, new AI-related training in Cisco U., and changes to the CCIE Practical exam that reflect how AI tools are beginning to show up in real-world network operations. For partners, MSPs, resellers and enterprise IT teams, the message is clear: AI fluency is becoming part of the networking skill set. Rose also points to Cisco U. as a practical learning platform for professionals who need to build new skills while continuing to work in the industry. Rather than treating certification as a one-time milestone, Cisco is emphasizing continuous learning, hands-on training and career development. For the channel community, the certification updates arrive at a moment when customers are asking more from their technology partners. AI-ready infrastructure, secure operations, automation and resilient networks all require people who understand both the fundamentals and the new tools entering the market. In this podcast, Rose outlines how Cisco is refreshing its learning and certification programs to help professionals prepare for that future. Learn more at Cisco U. and Learn with Cisco.

In this episode, Josh Hohbein of CentrexIT breaks down a practical, MSP-centric approach to risk assessments that moves beyond complex, consultant-driven reports and toward clear, actionable business outcomes. He shares how combining vulnerability scans, client interviews, and system configuration reviews, anchored in a cyber maturity model, helps MSPs translate technical findings into meaningful risk conversations, especially during onboarding. The discussion highlights the importance of ownership, communication, and collaboration in managing inherited client risk, while previewing a live demonstration session at Pack State Beyond, designed to equip MSPs with repeatable frameworks they can own. Ultimately, the episode reinforces that effective risk assessments aren't about identifying more issues; they're about enabling better decisions, strengthening governance, and driving measurable security maturity.

Forced arbitration clauses have become embedded as a dominant mechanism in technology vendor contracts, shifting legal risk and accountability away from large vendors and reducing recourse options for managed service providers (MSPs) and IT service firms. This structural change, present in agreements with RMM and PSA vendors as well as hyperscalers such as Microsoft, Amazon, and Google, establishes a private dispute resolution system that operates beyond the traditional court system and is typically non-negotiable for smaller partners. The shift is evidenced by data and case studies outlined by Brendan Ballou. According to supplied figures, while consumers win in 89% of small claims court cases, their success rate drops to between 20% and 30% in arbitration, and even less—sometimes as low as 0.2%—for certain arbitration providers. Arbitration clauses are enforced even in extreme cases, as illustrated by a notable instance involving Disney, in which a forced arbitration clause was applied following a consumer's prior account registration. Legal precedent as far back as the 2011 Supreme Court decision referenced by Brendan Ballou has broadened the Federal Arbitration Act well beyond its 1925 origins, further entrenching this system. Additional developments reference increased litigation in the 1980s, often cited as justification for expanding arbitration, though he attributes much of the legal caseload surge to government actions rather than consumer or employee lawsuits. The technology industry's broad adoption of arbitration, especially in contracts where MSPs have little or no room to negotiate, further cements these power imbalances. Alternatives such as mediation are discussed as potentially less risky, but their adoption remains limited. The operational implications for MSPs, IT service providers, and IT leaders include heightened contract risk and reduced leverage in vendor disputes. Arbitration clauses limit access to open legal processes, restrict discovery rights, and are prone to bias in favor of vendors with repeat arbitrator relationships. For MSPs reliant on large platforms and suppliers, this creates ongoing exposure and complicates risk management. Mitigating measures—such as leveraging peer coordination for "mass arbitration" or negotiating for post-dispute mediation rather than pre-dispute forced arbitration—require proactive planning but may remain unavailable in standard vendor agreements. Supported by:MoovilaHaloPSA  

Grokstream: Predictive and Agentic AI Moves IT Operations Toward Self-Healing, Podcast, Grokstream's platform is designed to operate from signals, not noise. The system fuses telemetry across domains, learns continuously from operational data and human feedback, and creates a unified source of truth for IT operations. That allows teams to move beyond correlation and toward understanding what is happening, why it is happening and what should be done next. By Doug Green Grokstream says the next generation of IT operations will not be built around more dashboards, more rules, or faster alert routing. It will be built around AI that can learn, reason, remember, recommend and eventually act with governed autonomy. “Agentic AI must be governed by design,” said Josh Kindiger, CEO of Grokstream. “Predictive intelligence is powerful, but safe, explainable autonomy is what drives real adoption.” In this Technology Reseller News podcast, Doug Green speaks with Josh Kindiger, Co-Founder and COO of Grokstream, about how the company is helping MSPs, CSPs and enterprise IT organizations move from reactive operations toward predictive, self-healing IT environments. The conversation comes as Grokstream advances its Grok L1 Agent, a new role-based agent designed for frontline IT operations teams. The L1 Agent is intended to reduce alert noise before incidents reach the queue, provide intelligent summaries, identify likely root causes, recommend next-best actions and trigger approved remediations inside tools such as Slack, Microsoft Teams and existing IT workflows. For service providers and enterprise operations teams, the problem is familiar. More tools often mean more alerts, but not necessarily more clarity. Traditional rules-based AIOps platforms can help with deduplication and routing, but they often stop short of true incident compression, causal reasoning and prevention. Grokstream is taking a different approach by combining classical machine learning, causal intelligence and generative AI into a single cognitive AI layer. Kindiger explains that Grokstream's platform is designed to operate from signals, not noise. The system fuses telemetry across domains, learns continuously from operational data and human feedback, and creates a unified source of truth for IT operations. That allows teams to move beyond correlation and toward understanding what is happening, why it is happening and what should be done next. A central theme of the podcast is the difference between AI that summarizes and AI that reasons. Grokstream argues that true agentic AI is not simply an LLM attached to a workflow. It requires memory, context, policy guardrails, procedural intelligence and the ability to improve over time. In Grokstream's model, agents begin as assisted tools, then move toward trusted operators and eventually toward predictive autonomous systems. The first practical on-ramp is the L1/NOC environment, where many organizations see the fastest measurable impact. Grokstream says its approach can deliver 2–3x more incident compression beyond traditional deduplication and rules-based correlation, while reducing L1 workload by more than 50% through noise compression, guided resolution and fewer unnecessary escalations. The timing is significant. Grokstream recently announced that Cirion Technologies selected the Cognitive Grok AI platform to support AI-driven predictive operations across Latin America's digital infrastructure. That deployment highlights the growing demand for systems that can detect emerging issues across network, transport and infrastructure layers before customer-facing impact occurs. For MSPs, CSPs and enterprise IT leaders, the message is clear: operational scale cannot be achieved simply by adding more people or more monitoring tools. The next step is an intelligence layer that can unify data, predict impact, explain cause and support governed automation. Grokstream is positioning Grok as that layer: a predictive and agentic AI platform that helps operations teams reduce noise, prevent incidents, improve engineer experience and move toward self-healing IT operations. Learn more at https://grokstream.com/ Related Grokstream Stories on Telecom Reseller Grokstream's Cognitive Grok® AI Platform Selected by Cirion Technologies to Power AI-Driven, Predictive Operations Across Latin America's Digital Infrastructure https://telecomreseller.com/2026/05/20/grokstreams-cognitive-grok-ai-platform-selected-by-cirion-technologies-to-power-ai-driven-predictive-operations-across-latin-americas-digital-infrastructure/ Grokstream Announces Grok® L1 Agent to Advance Predictive and Agentic AI for IT Operations https://telecomreseller.com/2026/04/06/grokstream-announces-grok-l1-agent-to-advance-predictive-and-agentic-ai-for-it-operations/ More Grokstream coverage on Telecom Reseller https://telecomreseller.com/?s=grokstream/

Julie Thiel of TTS Company explains why MSPs need to treat retention as a business-building discipline, not a last-minute response to resignations “Turnover doesn't start when someone leaves,” says Julie Thiel of TTS Company. “That's just when you get the wake-up call.” In this episode of Technology Reseller News, Doug Green is joined again by Julie Thiel of TTS Company for the latest conversation in an ongoing series designed to help MSPs understand the human resources side of building a stronger business. The discussion focuses on a common issue for growing MSPs: employee turnover. But rather than treating turnover as something that begins when an employee gives notice, Thiel argues that the warning signs often appear much earlier. Retention, she explains, is tied to leadership, employee experience, culture, communication, expectations and whether team members see a future inside the organization. For MSPs, the stakes are especially high. Losing a strong technician, account manager or operations leader can disrupt customer relationships, reduce service quality and put added strain on the rest of the team. Turnover is not only an HR problem. It can become a customer experience problem, a profitability problem and even a business valuation problem. Thiel says MSP owners should think about retention as part of building equity in the company. A stable, engaged team helps create better customer outcomes and a stronger operating model. That means leaders need to pay attention before someone starts looking elsewhere. The conversation also explores the limits of compensation alone. Thiel notes that while another employer can always offer more money, pay is not the only factor that keeps people in place. “Anyone can offer more money,” Thiel says. “I've gone to jobs where I made a lot more money and it was a terrible experience. It was combat pay.” Her point is that MSPs need to make it harder for good employees to leave by building an environment where people feel valued, supported and connected to the mission of the business. More money may get someone's attention, but a healthy workplace can be the deciding factor in whether they stay. TTS Company, originally founded as Thiel Talent Strategy, works with businesses on the people side of growth. Thiel says her goal is to make HR less intimidating for business owners who may know they need help but are unsure where to begin. “I want HR to not seem so scary,” Thiel says. “We're non-scary HR.” Learn more at thettscompany.com.

MetTel's Max Silber discusses how connected laptops, multi-carrier SingleSIM connectivity, and lifecycle management can reduce endpoint friction for enterprise IT teams. By Doug Green, Technology Reseller News In a Technology Reseller News podcast, Doug Green speaks with Max Silber, Vice President of Mobility and IoT at MetTel, about a growing enterprise challenge: keeping laptop fleets connected, secure, and manageable as employees work across offices, homes, customer sites, and the road. The conversation centers on MetTel's Connected Laptop as a Service, or CLaaS, a new offering designed to help enterprise IT teams reduce the time, labor, and complexity involved in laptop deployment and ongoing management. MetTel announced the service as a multi-carrier, agnostic connected laptop offering powered by SingleSIM, giving organizations a way to deliver connected devices without forcing every endpoint into a single-carrier model. Silber explains that the connected laptop has become more than a convenience feature. For many organizations, it is now part of a larger mobility and security strategy. When users depend on public Wi-Fi, hotel networks or unsecured local connections, the enterprise inherits risk and inconsistency. By delivering laptops with always-on cellular connectivity, MetTel is positioning CLaaS as a way to improve both user experience and IT control. A key theme of the podcast is lifecycle management. Instead of asking internal IT teams to image, ship, activate, track and replace devices manually, MetTel's approach uses the MetTel Customer Portal and fulfillment capabilities to move more of that work into a managed service model. Devices can be requested through the portal, shipped directly to users and provisioned with connectivity and customer-specified management tools. For channel partners, MSPs and enterprise technology advisors, the discussion points to a broader opportunity. Laptop management is often treated as a hardware procurement issue, but Silber frames it as a mobility, connectivity and operational resilience issue. As hybrid work matures, the need for secure, predictable and centrally managed endpoint connectivity is becoming part of the larger managed services conversation. MetTel's SingleSIM approach is designed to support data-only devices across carrier networks, devices and geographies. That matters for distributed organizations because a single network may not perform consistently in every region, facility or remote-work location. A multi-carrier model can give enterprises more flexibility while reducing the friction of managing multiple carrier relationships. The podcast also highlights the practical pressure on IT departments. Enterprise leaders are asking for faster deployment, better security and greater employee productivity, while IT teams are already managing large numbers of endpoints. CLaaS is presented as one way to relieve that burden by combining device logistics, activation, connectivity, support and replacement into a more streamlined service. Silber also discusses the role of virtual warehousing and fulfillment. MetTel stages and ships connected laptops from its facilities, helping enterprises standardize configurations and accelerate deployment at scale. The result is a model that treats laptop connectivity as part of the enterprise network, not as an afterthought added after purchase. For Technology Reseller News readers, the key takeaway is that enterprise mobility is moving beyond phones and tablets. The laptop itself is becoming a managed, connected endpoint, and that creates new conversations for service providers, channel partners and advisors serving distributed enterprises. Key takeaways Connected laptops are becoming part of the enterprise mobility and security stack. MetTel's CLaaS offering is designed to reduce the operational burden of laptop deployment, activation, support and replacement. SingleSIM gives enterprises a multi-carrier approach for data-only devices across locations and networks. The service can help organizations reduce dependence on unsecured public Wi-Fi. For channel partners and MSPs, connected laptops create a new managed mobility conversation with enterprise customers. Learn more Visit MetTel's Connected Laptop as a Service announcement: https://www.mettel.net/press/mettel-delivers-connected-laptop-as-a-service/

The structural shift highlighted in this episode is a move from simple AI enablement to a managed service model centered on agent governance, enforcement, and workflow automation within IT environments. The episode identifies unmanaged AI agents as a source of escalating risk, citing vendors like Scalepad shifting from remote monitoring to SaaS and AI usage discovery, and referencing research and audits from SNCC and Verizon that identify tangible security flaws and unapproved AI activity within organizations. Managed service providers are increasingly positioned as the operational layer that defines and enforces governance over automation systems, rather than simply deploying AI tools. The primary evidence for this shift is found in audit findings and market reports. SNCC's audit of 4,000 AI agent skills showed over a third had at least one security flaw, while Verizon's data cited by The Register noted a fourfold increase in employees using unauthorized generative AI, with 28% of data loss prevention violations involving code or proprietary data submitted to AI platforms. Gartner, as reported by The Register, predicts 40% of organizations will demote or remove AI agents due to failed governance efforts—attributing the problem to all-or-nothing approaches that lead to operational and compliance failures. Secondary developments reinforce the move toward operationalized governance. Scalepad and Watchguard are bringing AI and SaaS governance capabilities to the MSP channel, with product releases focused on real-time discovery, policy enforcement, and automation control. Incidents like Anthropic's leak of its full source code for Claude Code, exposing permission and sandboxing details, illustrate how transparency in AI agent operations can also create attack vectors—emphasizing the need for robust operational controls and ongoing auditability. The market is shifting to sell "coherence"—packaging identity, permissions, and workflow automation—rather than just technological capability. Operationally, the consequences for MSPs include increased responsibility for defining and enforcing permission boundaries, approval rules, and evidence collection. Failure to address agent governance will expose providers to operational ambiguity, unpriced liability, and recurring support burdens. The guidance is to move beyond AI enablement projects and toward agent operation retainers that include clear workflows, permission maps, execution logs, and contractual clarity on responsibility and incident management. MSPs that cannot prove and control agent behavior risk inheriting the complexity and fallout from system failures or misuse. 00:00 Shadow AI Surge  05:01 Context Is Infrastructure 07:46 Agent Control Plane 11:16 Why Do We Care?  Supported by:  JumpCloud TimeZest 

Deterministic AI Sets the Roadmap for Safer Communications, ICA AI Podcast. Rather than sending every word of every conversation into a large language model, Christensen describes a model where much of the decision-making is based on known patterns, trusted relationships, keywords, context, policy, and call behavior. In sensitive verticals such as financial services, healthcare, legal services, and government, that can be especially important because communications may involve private data, personally identifiable information, account details, medical information, or other sensitive content By Doug Green “As AI gets more powerful, the question is not simply whether it can answer a prompt. The question is whether it can be trusted in the communications path,” says Gerry Christensen, associate founder of ICA AI. “For high-security communications, deterministic AI is not just different. In many cases, it is necessary.” In this Technology Reseller News podcast, Gerry Christensen of ICA AI joins Doug Green to define an important distinction that is becoming central to the future of AI-powered communications: probabilistic AI versus deterministic AI. The conversation is less about a single product announcement and more about setting out a roadmap. Christensen explains why most people experience AI through probabilistic systems, including large language models that generate answers based on patterns, probabilities and prompts. Those tools can be powerful, but they can also hallucinate, miss context, or create outputs that sound confident while being wrong. For communications providers, MSPs, UCaaS providers, MVNOs and telecom resellers, Christensen argues that this distinction matters because voice networks are entering an era where AI will be used on both sides of the call. Legitimate businesses will use AI in contact centers. Bad actors will use AI to scale fraud, spoofing, robocalls and deepfake-style attacks. Consumers and enterprises will increasingly need AI to help determine which calls should get through, which calls should be challenged, and which calls should be blocked. ICA AI, short for Intelligent Communications Assistant, is built around that problem. Christensen describes the platform as an AI-based assistant that can support outbound calling and, perhaps more importantly, inbound call handling. The goal is to allow trusted calls from colleagues, friends, family and legitimate businesses to pass through, while filtering unwanted or suspicious calls. The core idea is determinism. Rather than sending every word of every conversation into a large language model, Christensen describes a model where much of the decision-making is based on known patterns, trusted relationships, keywords, context, policy and call behavior. In sensitive verticals such as financial services, healthcare, legal services and government, that can be especially important because communications may involve private data, personally identifiable information, account details, medical information or other sensitive content. Christensen gives the example of a financial services call. A probabilistic AI system might need to listen broadly and process the conversation through an LLM to determine intent. A deterministic system, by contrast, can look for specific markers of trust or risk: whether the caller is known, whether the call matches expected behavior, whether suspicious phrases appear, or whether the interaction moves toward unusual requests such as gift cards, new account instructions or other red flags. That approach, Christensen says, also has implications for cost, latency and scale. If most decisions can be made deterministically, the system does not need to rely on a distant AI data center for every interaction. That can reduce exposure of sensitive data, lower dependency on token-heavy AI processing, and support faster call-handling decisions. Christensen says ICA AI's approach relies on deterministic AI for roughly 85% to 95% of transactions. He connects that idea to Zipf's Law, the linguistic principle that a relatively small portion of language often carries much of the meaning. In communications, that means many call-handling decisions may not require open-ended AI interpretation. They may require the right data, the right rules, and the right deterministic understanding of what matters in the moment. The roadmap Christensen lays out is not anti-LLM and not anti-probabilistic AI. Instead, it is a layered model. Probabilistic AI can still be used when needed, especially when a conversation falls outside known patterns or requires deeper interpretation. But for high-security, high-volume communications, Christensen argues that deterministic AI should carry more of the load. For MSPs, channel partners and telecom providers, the message is direct: AI call management may become a new category of value-added service. As agentic AI increases the volume and sophistication of automated calls, enterprises and consumers will need tools that can help them determine whether a call is authentic, legitimate and safe. Christensen compares the coming environment to an arms race. AI will make fraud more scalable, but AI can also make communications more defensible. The providers that begin testing, integrating and understanding these capabilities early may be better positioned to offer customers a practical answer to a growing trust problem in voice communications. “Everybody is going to need to have an AI-based solution for consumers to handle inbound calls,” Christensen says. “In the world of agentic AI, it is conceivable that networks could be plastered with AI-generated calls.” Learn more: ICA AI: https://icai.ai/

A high close rate is rarely the result of charisma or talent alone. When Ray reviewed the top finalists for MSP Salesperson of the Year, a clear pattern emerged: the best performers were all running nearly the same sales process. This episode breaks down the exact five-step framework behind close rates as high as 76% — and why consistency in process matters more than most sales teams realize.What You'll Learn in This EpisodeThe qualification mistake that causes many MSPs to leave deals on the tableWhy strong discovery creates higher close rates later in the processThe structure top performers use instead of overwhelming prospects with proposals and quotes//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

The episode reveals a growing governance gap as the central structural shift in the IT services sector, driven by accelerated AI adoption and increasing automation. Companies such as OpenAI, Anthropic, Veeam, and Auvik are reframing their market positions around the operational risks and requirements introduced by AI agents, data automation, and new service delivery models. This evolution is underscored by the rising number of AI agents—projected by IDC to reach 2.3 billion by 2030—operating largely outside of current oversight and frequently with excessive or inappropriate permissions. The principal development discussed is Veeam's announcement of its Data AI Command Platform. According to Dave Sobel and Rich Freeman, this platform is intended to address data-centric failures beyond traditional ransomware or accidental deletion. Veeam's platform is designed to handle issues such as AI-generated data hallucinations, inappropriate data exposure, and policy enforcement failures. The platform's architecture builds on the acquisition of Security AI, combining data security posture management with backup, compliance, and governance capabilities, although, as of now, key remediation features are only available for Microsoft 365, with further expansion expected over the coming months. Supporting developments include Auvik's expansion of automated network management based on a large historical dataset and the simultaneous entrance of OpenAI and Anthropic into direct services for mid-market clients, backed by billions in private capital from entities such as Goldman Sachs and Blackstone. Both companies now embed applied AI engineers at client sites, bypassing traditional channel partners. Channel operator feedback, reflected in research by Techisle and discussions at vendor conferences, indicates a lack of MSP readiness and a slow response to developing governance and compliance services, despite evidence from end-user data pointing to significant unmet demand and risk exposure. Operationally, MSPs face a growing liability trap where the speed and delegation of decisions to AI systems increase the potential for unnoticed errors or breaches. There is a disconnect between customer demand for governance, compliance, and data controls, and the preparedness of MSPs to deliver those services. This exposes providers to heightened contractual, operational, and reputational risk, particularly as vendors and large AI companies move directly into the mid-market service delivery space. Practical safeguards, clear accountability frameworks, and objective benchmarks for automation and governance effectiveness will be required to mitigate exposure and support safe, durable service offerings. Supported by: CometBackup HaloPSA Moovila 

Send us Fan MailWhat does it take to scale in today's fast-changing MSP and cybersecurity landscape? In this episode, Joey Pinz sits down with a global tech leader to explore how MSPs can adapt, grow, and lead in an era defined by AI, cyber threats, and increasing competition.From real-world ransomware scenarios to the evolving role of AI tools like Copilot, this conversation highlights how technology is reshaping decision-making, customer relationships, and operational strategy. The discussion also dives into why traditional high-volume sales tactics are losing effectiveness—and how peer-to-peer engagement and in-person experiences are becoming the new competitive advantage.Beyond business, this episode brings a personal edge—covering routines, health challenges, and the importance of balance while managing global teams and family life.

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The dominant structural shift highlighted is the increasing systematization and formalization of vendor-to-MSP growth channels, where vendors now dictate partner engagement through structured programs, marketplaces, and packaged offers. According to Dave Sobel, this trend is driven by vendors such as Microsoft, NinjaOne, GoTo (LogMeIn), and Forcepoint, each advancing formal partner networks and explicit funding paths. The episode contends that these programs operate less as genuine strategies for MSPs and more as distribution mechanisms, shifting operational and support burdens downstream to service providers. Primary supporting evidence comes from the 2026 Microsoft Partner Global Benchmark and Success Index from Maven Collective Marketing, which analyzed over 185,000 data points. The report found that 87% of partners exist on at least one Microsoft Marketplace, with 60% having transactable offers and 58% receiving leads sourced by Microsoft. Moreover, partners with dedicated Microsoft management support are three times more likely to secure funding from Microsoft. This data illustrates how tightly partner success is coupled to marketplace discoverability, direct purchasing offers, and vendor-provided leads and funding. Secondary developments reinforce this mechanism. Other vendors—such as NinjaOne, GoTo, and Forcepoint—have instituted similar programs, with explicitly defined partner journeys for integration, service delivery, and mutual success. Additionally, economic factors such as historically low consumer sentiment, supported by University of Michigan data, and persistent IT resourcing gaps, as identified by the Linux Foundation survey and reported by SmarterMSP, are further sharpening buyer demands for packaged, defensible IT outcomes. In parallel, reports like the 2026 Kaseya State of the MSP emphasize misaligned demand and revenue in AI/automation, and research from RCR Wireless highlights operational burdens that can fall back onto MSPs in vendor weak-support scenarios. For MSPs and IT service providers, the operational implications center on risk absorption, margin erosion, and increased dependency on vendor-defined models. Without internal discipline to clearly define, price, and standardize offers—especially for complex new demands like AI and automation—MSPs risk turning complexity into unpaid labor and operational drag. The key accountability remains with the provider to package and govern vendor-aligned services in a manner that remains robust regardless of shifting vendor incentives or support. Failure to do so leads to “MSP-owned friction,” where ticket volumes, support expectations, and inconsistent delivery increase without corresponding profit. 00:00 Partner Programs Formalized  04:31 Packaged or Passed 08:14 Priced or Absorbed 11:58 Why Do We Care? 

The 2026 Verizon DBIR is here — and one finding changes the conversation around cyber risk.For years, the industry has focused on identity as the primary attack surface. But according to the latest Data Breach Investigations Report, vulnerability exploitation has now overtaken credential abuse as the most common initial access vector in breaches.In this episode of Reimagining Cyber, Tyler Moffitt breaks down what the report really means for defenders, MSPs, and SMBs. He explores why attackers are moving faster than patch cycles, how AI is accelerating both exploitation and phishing, and why “identity vs. patching” is the wrong debate.He also unpacks:Why vulnerability exploitation surged to the top attack vectorHow AI is compressing the timeline from disclosure to attackWhy ransomware still dominates breach outcomesThe growing role of third-party and supply-chain riskWhy SMBs struggle most with patch management and visibilityPractical steps organizations should prioritize right nowWhat MSPs should be telling customers after this year's DBIRKey takeaway:“Identity is the new perimeter, but vulnerability management is still the unlocked window.”If you work in cybersecurity, IT, risk management, or support SMB environments, this episode delivers practical insight into where attackers are succeeding — and what organizations need to do next.#CyberSecurity #DBIR #Ransomware #PatchManagement #IdentitySecurity #AI #MSP #CyberRisk #VerizonDBIR #InfosecAs featured on Million Podcasts' Best 100 Cybersecurity Podcasts  Top 50 Chief Information Security Officer CISO Podcasts Top 70 Security Hacking PodcastsThis list is the most comprehensive ranking of Cyber Security Podcasts online and we are honoured to feature amongst the best!Follow or subscribe to the show on your preferred podcast platform.Share the show with others in the cybersecurity world.Get in touch via reimaginingcyber@gmail.com

The episode details a tightening regulatory environment driven by new enforcement timelines for Cybersecurity Maturity Model Certification (CMMC), altering how MSPs and IT service providers are expected to deliver both compliance and operational services for U.S. defense contractors. Structural pressure stems from the Department of Defense making CMMC Level 2 compliance a contractual mandate for approximately 300,000 defense contractors, shifting risk and accountability towards providers who manage compliance workflows, technical environments, and client behaviors. C3 Integrated Solutions and their dual CMMC Level 2 certifications exemplify this transition, with clear implications for co-ownership of compliance outcomes and increased scrutiny on provider practices. The most consequential development is the substantial gap between compliance requirements and the current readiness of the defense contractor base. As of early 2026, only around 8% of contractors have obtained CMMC Level 2 certification, despite enforcement being implemented in contracts starting in November of the same year, according to Dave and Jason. Challenges arise from cost, organizational bandwidth, and complexity, with MSPs serving as pivotal partners to small subcontractors lacking in-house resources for process documentation and change management. Assessment scheduling bottlenecks and insufficient documentation are delaying certifications, increasing risk that many contractors and their service partners will miss the rapidly approaching deadlines. Related developments reinforce the central issue of operational risk and governance complexity. Jason Tierney illustrates the difference between technical compliance and true assessment readiness, citing real-world examples where insufficient evidence and poor understanding of process details lead to significant assessment delays. The rise of compliance-as-a-service offerings, enclave computing environments, and specialized governance tooling are attempts to address those gaps, but also introduce new layers of pricing, platform selection, and accountability concerns, especially when third-party tools fail to meet strict requirements such as FedRAMP moderate for handling sensitive data. For MSPs and IT leaders, the shift imposes higher barriers to entry, increased legal and contractual exposure, more rigorous documentation and process controls, and the need for customized delivery models that support both technical defenses and organizational behavior change. Providers must navigate conflicting requirements between specialized regulatory environments and multi-tenant tooling, manage escalating costs for both themselves and clients, and clarify responsibility boundaries in shared compliance scenarios. The requirement for human oversight—particularly in automated or AI-assisted compliance tooling—remains non-negotiable, reflecting the ongoing gap between technical implementation and credible assessment outcomes. Supported by:CometBackupMoovilaHaloPSA