Uncle Marv's IT Business Podcast (Real Talk for IT Pros & MSPs)

Uncle Marv delves into the complexities of transitioning clients between MSPs, emphasizing the need for professionalism and clear communication. He recounts a recent experience where he was offboarding a client to a larger MSP, highlighting the challenges and misunderstandings that arose during the process. Marv stresses the importance of respecting existing contracts, maintaining open communication, and following industry-standard practices for handovers. The episode also touches on the value of small MSPs and solo technicians in the industry, with Marv defending their role and expertise. He discusses the typical responsibilities of both onboarding and offboarding MSPs, including the transfer of credentials, documentation, and support duties. Marv promotes the upcoming TechCon Unplugged event and discusses his role as emcee. He also shares insights on using NetAlly tools for network testing and configuration. The episode concludes with a Florida Man story featuring the arrest of a city mayor for DUI, adding a touch of humor to the technical discussion.Links: Techcon Unplugged: https://techconunplugged.com/Need a discount code? Use MSP75 for $75 bucks off.NetAlly CyberScope Air: https://tinyurl.com/35jhbfzpBradley Gross Podcast: Offboarding: You're Doing It Wrong: https://tinyurl.com/359wmyawFlorida Mayor arrested and facing DUI charges: https://tinyurl.com/9bk9dm7xTwo Florida Men rob hardware store with lawn mower: https://tinyurl.com/294zwh6dAlabama man dies in Florida hospital; surgeon removes wrong organ: https://tinyurl.com/yh9wu5c8 SHOW INFORMATION: Website: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Uncle Marv kicks off the episode by discussing a recent Canalys report highlighting the growth in cybersecurity services and the increasing trend of customers suing their cybersecurity providers. Brad Gross, a seasoned attorney specializing in IT law, offers his expert insights on this developing legal landscape. The discussion covers several notable court cases, including: The CrowdStrike event involving MicrosoftDelta Airlines' lawsuit against MicrosoftLanTech LLC being sued by a law firm clientBarry Dunn's case involving Reliable Networks of MaineCDK Global facing lawsuits from automobile dealershipsBrad emphasizes the importance of managing client expectations and clearly defining the scope of services provided. He introduces a "triad" concept for MSPs to protect themselves: Understanding the services received from upstream providersClearly communicating the scope of services to customersClearly allocating responsibilities in service agreementsThe conversation touches on the challenges MSPs face in mapping their solutions to various cybersecurity frameworks and the importance of thorough vulnerability management. Brad stresses the need for explicit language in service agreements regarding client responsibilities and the consequences of not following MSP advice. The episode concludes with updates on Brad's professional activities, including his upcoming MSP Terms platform and his involvement with ASCII's "Taste of Success" events.Links: Canalys Report: https://www.itbusinesspodcast.com/downloads/canalysis-cybersecurity-july-2024/Contracts and Document Management: www.mspterms.comBradley Gross: https://bradleygross.com/Brad has a book! https://amzn.to/3Z6QFvy SHOW INFORMATION: Website: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Marnie Stockman shares her recent experiences, including a leadership training program for military personnel from partner countries. The discussion then moves to recap their previous interview, focusing on core values, leadership philosophy, and customer success. Marnie emphasizes the importance of personal leadership and how it applies to everyone in an organization, not just those in management positions. The conversation delves into the challenges faced by MSPs, particularly in marketing their services and defining their role in the business world. Marnie and Uncle Marv discuss the need for standardization and certification in the MSP industry to help clients better understand and trust their services. They also touch on the balance between automation and personal relationships in customer service, highlighting the importance of understanding clients' businesses beyond just technical solutions.Links:Lead It Like Lasso Masterclass: https://www.leaditlikelasso.com/masterclass20% Off Coupon Code: KICKOFF20Lead It Like Lasso Book: https://amzn.to/3MlPFMBFlorida Man attacks woman with hammer and pours acid on her: https://tinyurl.com/4mp8443xFlorida Man steals $6,500 piece of art for $50: https://tinyurl.com/3bhbn3j7Florida Man arrested boarding plane with bloody head: https://tinyurl.com/4ufb9pjtKey Takeaways: Personal leadership is crucial for everyone in an organization, not just management.The MSP industry needs better marketing and standardization to improve client understanding.Balancing automation with personal relationships is key to successful customer service.Continuous learning and adaptation are essential in the ever-changing IT landscape.Core values and company culture play a significant role in business success.Sponsors: The IT Business Podcast is presented by: NetAlly, Your Trusted Ally in Fast, Reliable Network TestingPromotional consideration provided by: SuperOps, Your All-in-One PSA-RMM SolutionPromotional consideration provided by TruGrid, Experience Effortless Remote Desktop Access SHOW INFORMATION: Website: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

In a lively discussion, Dustin Puryear, former MSP owner and CEO of Giant Rocketship, dives into the innovative world of AI-driven help desk management. He shares how Giant Rocketship arose from the need to tackle SLA issues and eliminate 'dead time' on tickets. Featuring automated ticket assignments and rapid identification of abandoned tickets, the platform significantly enhances operational efficiency. Puryear also reflects on his transition to MSP vendor and the importance of community support through initiatives like the PitchIT competition.

We dive deep into the world of IT management with Marnie Stockman, an experienced IT professional. Marnie shares invaluable insights on overcoming challenges in the IT industry, emphasizing the importance of communication, leadership, and adaptability in today's rapidly evolving technological landscape.Marnie Stockman discusses her journey in IT, highlighting the significance of building relationships and understanding business needs. She stresses the importance of aligning IT initiatives with overall business goals and the need for IT professionals to develop strong communication skills. Marnie shares her experiences in managing remote teams, emphasizing the need for clear expectations, regular check-ins, and fostering a sense of connection among team members. The conversation delves into the challenges of IT project management, particularly in healthcare settings. Marnie emphasizes the importance of stakeholder management, clear communication, and setting realistic expectations. She also touches on the complexities of data migration projects and the critical role of thorough testing and validation processes. Throughout the interview, Marnie provides practical advice for IT professionals looking to advance their careers and make a significant impact in their organizations.=== LinksLead it Like Lasso Website: https://www.leaditlikelasso.com/Lead it Like Lasso: A Leadership Book for Life: https://amzn.to/3MdksehLead it Like Lasso Communication Guide: https://www.itbusinesspodcast.com/downloads/lill-comm-guide/=== SponsorsThis episode is sponsored by SuperOps, the modem PSA-RMM Software for MSPs and IT Professionals.The IT Business Podcast is powered by Netally, maker of innovative and reliable tools for wired and Wi-Fi network testing.Check out all of our partners: https://www.itbusinesspodcast.com/sponsors/ SHOW INFORMATION: Website: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Rob Scott, a legal expert in the IT services industry, shares his insights on the use of AI in contract generation. While acknowledging AI's transformative potential, Scott emphasizes that it should be viewed as a tool to enhance legal services rather than a replacement for lawyers. He highlights the significant gaps between AI-generated contracts and those crafted by experienced attorneys, particularly in areas of legal protection, exclusions, and customer obligations. The discussion delves into the risks associated with relying solely on AI-generated contracts, including potential insurance coverage issues and the lack of professional liability protection. Scott advises MSPs to leverage AI for certain aspects of contract creation, such as service descriptions, but stresses the importance of having a lawyer review and finalize legal agreements. The conversation also touches on emerging trends in the insurance industry, where carriers may begin dictating specific contract requirements for coverage.Key Takeaways: AI is a powerful tool but should not replace legal expertise in contract creation.AI-generated contracts often lack crucial legal protections and clauses.MSPs should use AI to enhance, not replace, the attorney-client relationship.Lawyers who effectively use AI may have an advantage over those who don't.Insurance carriers may soon require specific contract language for coverage.Best practices include better contracts, appropriate insurance, and auditable controls.AI can be useful for generating service descriptions but not for complex legal provisions.Retaining AI session reports is crucial for copyright protection of AI-assisted work.The legal industry is adapting to incorporate AI tools while maintaining ethical standards.MSPs should prioritize legal review of contracts to ensure proper protection and compliance.=== LinksMonjur Legal Services: https://monjur.com/Techcon Unplugged: https://techconunplugged.com/Need a discount code? Use MSP75 for $75 bucks off.Florida Man Jailed for Impersonating Pizzeria: https://tinyurl.com/ykkf6nb6=== Sponsors and PartnersThe IT Business Podcast is powered by NetallySuperOps: https://www.itbusinesspodcast.com/SuperOpsTruGrid: https://www.itbusinesspodcast.com/TruGridCheck out all of our partners: https://www.itbusinesspodcast.com/sponsors/ SHOW INFORMATION: Website: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Marnie Stockman's journey from high school math teacher to CEO of Lifecycle Insights is a testament to her adaptability and problem-solving skills. She explains how her experience in education led her to customer success in the ed-tech world, eventually culminating in the creation of Lifecycle Insights, a company focused on improving quarterly business reviews (QBRs) for MSPs. The conversation shifts to the importance of customer success in the MSP industry. Marnie emphasizes the need for MSPs to move beyond technical jargon and focus on strategic, business-oriented discussions with clients. She highlights the evolution of QBRs and how they should be integrated into the sales process to demonstrate value and align with clients' business objectives. The latter part of the interview focuses on leadership, core values, and Marnie's current projects. She discusses her book "Lead It Like Lasso" and her podcast "The Lens of Leadership," which draws leadership lessons from the TV show Ted Lasso. Marnie provides insights on identifying and implementing core values in business, offering practical tips for MSPs to align their personal and company values.=== LinksLead it Like Lasso Website: https://www.leaditlikelasso.com/Lead it Like Lasso: A Leadership Book for Life: https://amzn.to/3Mdkseh=== SponsorsThis episode is sponsored by SuperOps, the modem PSA-RMM Software for MSPs and IT Professionals.The IT Business Podcast is powered by Netally, maker of innovative and reliable tools for wired and Wi-Fi network testing.Check out all of our partners: https://www.itbusinesspodcast.com/sponsors/ SHOW INFORMATION: Website: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Steve Copeland introduces Rythmz as a carrier-agnostic solution that combines up to seven SIM cards to create a bonded aggregate network. This approach offers both increased bandwidth and redundancy, making it suitable for various applications including disaster recovery, business continuity, and event support. The technology acts as an SD-WAN for 5G and startups, providing a versatile internet solution. Copeland discusses the evolution of Rythmz from an event-focused solution to a comprehensive internet replacement option for businesses. He highlights use cases ranging from cybersecurity incident response to supporting food trucks with reliable POS connectivity. The conversation also covers the technical aspects, including performance capabilities, ease of setup, and compatibility with existing network infrastructure. Copeland emphasizes the partner-focused business model and the company's commitment to education and proof-of-concept trials for potential clients.Key Takeaways: Rythmz offers "internet in a box" using multiple SIM cards for increased bandwidth and redundancyThe solution can replace traditional internet connections in many business scenariosRythmz works on a partner-only model, targeting MSPs and IT service providersThe technology is easily deployable and configurable for various network setupsRythmz is developing AI-driven historic and predictive outage mapping for targeted marketingThe company offers proof-of-concept trials to demonstrate the technology's effectivenessEpisode Sponsor:Thread: http://itbusinesspodcast.com/thread SHOW INFORMATION: Website: https://www.itbusinesspodcast.com/Host: Marvin BeeUncle Marv’s Amazon Store: https://amzn.to/3EiyKoZBecome a monthly supporter: https://ko-fi.com/itbusinesspodcast

Danny Jenkins, CEO of ThreatLocker, shares invaluable insights on zero-trust security and the importance of granting minimal privileges to enhance cyber defenses. He emphasizes a proactive management approach, detailing ThreatLocker's unified security bundle that includes allow listing and threat detection. The conversation touches on the challenges faced by Managed Service Providers in selling security solutions and the need for effective client communication. Jenkins also highlights their presence at Black Hat and the upcoming Zero Trust World event, showcasing the evolving landscape of cybersecurity.

Joe Knezovich and Kyle Kenyon, both seasoned attendees of TechCon Unplugged, share their insights about this unique IT conference designed for smaller businesses. They discuss how the intimate setting fosters meaningful interactions with vendors and fellow attendees. The duo emphasizes the value of networking and practical knowledge gained from personal exchanges. Unlike larger events, they note that vendors at TechCon are more helpful and less aggressive, providing genuine support and lasting business benefits. Their enthusiasm highlights the community-driven spirit of the event.