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5 Ways to Improve Your MSP Service Level Agreement (SLA)

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5 Ways to Improve Your MSP Service Level Agreements (SLAs)

SLAs are the foundation of your MSP business. They are essential to building strong client relationships and must be clear, reasonable and well-constructed.

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The Distinction Between MSP and MSSP [PODCAST]

Posted February 7, 2018by Nate Teplow

The Distinction Between MSP and MSSP Podcast

A few years ago, we saw the industry make a significant transition from break/fix to what are now managed service providers (MSPs). Why? Because there was a need in the market for better, more robust IT services. Today, we’re seeing a similar trend—this time with cyber security.

The need for MSPs to bring security into their portfolios is very clear—and it’s a very significant shift. To talk more about how today’s market is converging toward security, we invited Joe Panettieri, Executive VP and Content Czar of ChannelE2E, on the latest episode of MSP Radio. Keep reading for Joe’s major takeaways on what defines an MSSP and how you can effectively bring new security services to market.

So how exactly can modern IT service providers prepare for this new journey? When asked what MSPs need to be doing today to prepare to deliver security, here’s what Joe had to say:

“In our mad scramble to get into security, a lot of MSPs out there are just running down the road and trying to grab that golden ring when in fact, they should just take a step back and look at their existing business to start with... You don’t want to build a managed security practice on top of a bad foundation. I would start with the foundation and make sure that your business is really humming in your existing markets, and that you can really move into newer, deeper opportunities in security without having to reengineer the entire business.”

Now, the major challenge that many MSPs face while going along this journey is the security conversation. You might find that when approaching these sales conversations, most clients might assume that you’re already providing them with some form of IT security—such as endpoint protection—making them hesitant to pay for more. So, how can you start the security conversation with clients and help them realize the value add of managed security? Here is Joe’s advice:

“I think it’s all about articulating to your customers that the market has just fundamentally changed... Everything has changed within the last two years, between ransomware and every other threat out there, and I think it’s up to the partner to help articulate the value of the customer’s data and the implications of what would happen if they were to take a hit. A lot of MSPs have some basic endpoint protection in place, but the MSP should be able to articulate: ‘we’re making these five investments and doing these things to help all of our customers. That type of investment of course comes with a cost, and here’s the cost and the associated benefits from it.’”

Looking to learn more? Click here to listen to the full podcast and check out other episodes!

 

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Nate Teplow is a Sr. Marketing Programs Manager at Continuum, responsible for overseeing Continuum partner communication initiatives, partner success campaigns and helping drive increased adoption of the Continuum platform. Nate's experience spans inbound marketing, content strategy, marketing communications and B2B lead generation. A proud Miami Hurricane alumni (whose football team is finally BACK), Nate enjoys staying active, traveling to new places and performing A/B tests.

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