It is a common misconception that larger MSPs have higher operational maturity levels. However, operational maturity has more to do with efficiency and effectiveness rather than company size. Both small and large MSPs can be found at various operational maturity levels, emphasizing the importance of focusing on operational improvement rather than simply growing the company.

By understanding the traits associated with each operational maturity level, MSPs can develop a roadmap for increasing their operational maturity and improving their overall performance in the industry.

Smaller MSPs and those with varying operational maturity levels can benefit from adopting industry best practices and leveraging the right tools for their specific needs. Understanding how these practices and tools can organically help MSPs scale their business growth and development without the need for heavy reliance on human resources:

• Process-driven improvements: When MSPs adopt best practices and tools that are tailored to their needs, they can naturally improve their operational efficiency and effectiveness, leading to higher OMLs without necessarily following a strict, formalized approach.

• Tailored tool adoption: By choosing tools that align with their specific requirements and integrating them effectively, MSPs can streamline their processes and better manage their IT environments, which can contribute to higher OMLs.

What It Is:

The MSPKB is a comprehensive resource designed to provide a clear understanding of MSPs and their businesses. It offers detailed information about MSP roles, services, tools, partnerships, culture, hiring practices, and how they operate. Whether you’re working alongside MSPs, engaging with their ecosystem, or looking to deepen your understanding, the MSPKB breaks it all down in a concise and accessible way.

Who It's For:

1. Businesses Supporting MSPs:

   • Understand the operational realities, priorities, and goals of MSPs to better align your services and partnerships.

2. Newcomers to the MSP Ecosystem:

   • If you’re stepping into a role involving MSPs or are curious about their business models and challenges, this resource provides the foundational knowledge you need.

How It Works:

The MSPKB functions as a growing lexicon of information about MSPs, shaped by real-world input from the MSP ecosystem. It is not a static archive but a living resource that evolves as MSPs and their businesses grow and change.

Core Features:

• Clarity: Information is presented in clear, simple terms that avoid jargon and overly technical language.

• Context: Each entry connects to the broader ecosystem, showing how MSPs’ services, tools, and practices fit into the industry landscape.

• Collaboration: Contributions from those working with or within the MSP space ensure that the information remains accurate, up-to-date, and useful.

How to Contribute:

• Click the "Edit on GitHub" button on any page to suggest updates, refine details, or expand sections.

• Add knowledge based on your experience, whether that’s about MSP tools, workflows, hiring practices, or historical context.

Why It Matters:

The MSPKB is not a resource for solving MSPs’ problems—it’s a resource for understanding MSPs. It captures the nuances of their businesses, the tools they use, and how they interact within their ecosystem. This knowledge is valuable for anyone working with MSPs or exploring their world.

• Break/Fix Model: MSPs provide IT services on an as-needed basis, charging clients for individual services or incidents. This model is less predictable and offers limited recurring revenue. While companies who are living exclusively in this model wouldn’t be classified as a “Managed” Service Provider, many MSPs do still have an element of Break/Fix incorporated into their offering, especially if they are of a lower maturity

• Subscription Model: MSPs offer a range of IT services for a fixed monthly fee. This model provides a predictable revenue stream and encourages long-term client relationships.

The MSP industry has evolved significantly over time, with enterprise tools not always being the right fit for MSPs. Understanding the reasons behind this and learning about the industry's history can provide valuable insights for both industry veterans and newcomers to the space.

• Unique MSP requirements: MSPs have specific needs that are not always met by traditional enterprise tools, such as multi-tenancy, tooling integrations, and automation capabilities tailored for their business model.

• Market evolution: As the IT landscape has evolved, MSPs have adapted to new technologies and market demands, requiring them to stay agile and informed about the latest trends and best practices.

In an increasingly regulated business environment, compliance with industry regulations and standards is a key aspect of running a successful MSP. This section will discuss the reasons why compliance is so important for MSPs, including building trust and credibility, avoiding legal and financial consequences, and gaining a competitive advantage in the market.

• Trust and credibility: Compliance with industry regulations and standards is essential for MSPs to build trust and credibility with their clients. Demonstrating adherence to these rules shows clients that the MSP takes data protection and security seriously.

• Legal and financial consequences: Non-compliance can lead to severe legal and financial penalties for both MSPs and their clients. Ensuring compliance helps MSPs avoid these consequences and protect their reputation in the industry.

Cost-effectiveness: Hiring and maintaining a full-time, in-house IT team can be expensive, especially for small and medium-sized businesses. By working with an MSP, businesses can access expert IT services at a lower cost, as MSPs typically charge a predictable, flat-rate fee for their services. This makes it easier for companies to budget and control IT expenses.

Access to expertise: MSPs have skilled IT professionals with experience and expertise in various areas, such as network management, cybersecurity, and cloud services. By partnering with an MSP, businesses can access this expertise without the need to hire specialists in-house.

Scalability: As businesses grow and their IT needs evolve, MSPs can easily scale their services to accommodate changing requirements. This allows companies to prioritize their business goals while the MSP handles their IT infrastructure.

24/7 support: A large portion of MSPs offer round-the-clock monitoring, support, and maintenance of IT systems, ensuring that issues are detected and resolved promptly. This level of support is often difficult to achieve with an in-house team, which may be limited by working hours and staffing constraints.

Proactive approach: MSPs proactively monitor and maintain IT systems to prevent issues from occurring in the first place. This approach helps businesses avoid costly downtime and improve overall system performance.

Access to the latest technology: MSPs stay up-to-date with the latest technology trends and best practices, ensuring that their clients benefit from the most advanced and secure IT solutions available.

Compliance and security: MSPs have experience in managing IT environments that adhere to industry-specific regulations and compliance requirements. They can help businesses maintain compliance and protect sensitive data with robust security measures.

Focus on core business: By outsourcing IT management to an MSP, businesses can free up time and resources to focus on their core competencies, enabling them to grow and succeed in their industry.

As trusted IT partners, MSPs play a critical role in helping their clients achieve and maintain compliance with industry regulations and standards. This section will cover how MSPs can collaborate with their clients to ensure compliance, from setting expectations and providing guidance to offering compliance-focused services and solutions.

Setting Compliance Expectations with Clients

To help clients achieve and maintain compliance, MSPs should:

• Clearly communicate the role of the MSP in supporting clients' compliance efforts, including the services and solutions provided

• Establish a shared understanding of the client's compliance obligations and the associated risks

• Define the client's responsibilities in achieving and maintaining compliance, such as providing necessary information and implementing recommended security measures

• Educating clients about their compliance responsibilities

• Aligning services with clients' regulatory requirements

• Collaborating with clients on incident response and risk management

Providing Compliance Guidance and Education

MSPs can support their clients' compliance efforts by:

• Educating clients on relevant regulations and standards and their implications for the client's business

• Offering guidance on best practices for achieving and maintaining compliance, tailored to the client's specific needs and industry

• Regularly updating clients on changes to regulations and standards that may impact their compliance status

Offering Compliance-Focused Services and Solutions

To further assist clients in achieving compliance, MSPs can offer specialized services and solutions, such as:

• Compliance assessments and audits to identify gaps and areas for improvement

• Remediation services to help clients address identified compliance issues

• Managed security services that help clients maintain a secure IT environment and meet regulatory requirements

• Compliance-focused toolsets and integrations to streamline the compliance management process

Accountability groups serve as a powerful tool for MSPs to stay focused on their goals, maintain motivation, and foster growth. These groups comprise like-minded professionals who commit to holding each other accountable for achieving individual and collective objectives. In this section, we'll discuss the benefits of participating in accountability groups and how they can contribute to the success of MSPs.

Goal Setting and Progress Tracking

One of the key features of an accountability group is the emphasis on setting specific, measurable, achievable, relevant, and time-bound (SMART) goals. Members share their goals with the group and regularly update their progress, allowing for valuable feedback and advice from peers. This structured approach to goal setting helps MSPs maintain focus and work diligently towards their targets, ultimately contributing to their long-term success.

Collective Wisdom and Problem Solving

Accountability groups bring together MSP professionals with varying backgrounds and expertise, creating a wealth of collective wisdom. By sharing challenges and discussing potential solutions, group members can benefit from the experiences of their peers and gain new perspectives. This collaborative problem-solving approach helps MSPs address issues more effectively, leading to better service offerings and client satisfaction.

Mutual Support and Encouragement

Running an MSP can be demanding and, at times, overwhelming. Accountability groups provide a supportive environment for MSPs to share their struggles and celebrate their achievements. Members can draw on each other's strengths and learn from their experiences, fostering a sense of camaraderie that can alleviate stress and promote personal and professional growth.

Networking and Relationship Building

Participating in accountability groups offers MSPs the opportunity to network and build relationships with fellow professionals. These connections can lead to new business opportunities, partnerships, and collaborations that contribute to an MSP's growth and success.

Avoiding Procrastination and Staying Motivated

Accountability groups can help keep MSPs motivated and focused on their goals by providing regular check-ins and progress updates. The sense of responsibility that comes from reporting to a group of peers can be a powerful deterrent against procrastination, encouraging members to stay on track and make consistent progress toward their objectives.

In conclusion, accountability groups can be a valuable resource for MSPs, providing a platform for goal setting, problem solving, mutual support, and networking. By actively participating in these groups and leveraging the collective wisdom and support of their peers, MSPs can stay focused on their objectives and build a strong foundation for long-term success in the industry.

These are the best tools to carry about on your favorite USB Stick. We all have those "go-to tools" so why keep them to yourself?

Online business resources for MSPs, such as blogs, books, webinars, and podcasts, offer invaluable insights and tools to help Managed Service Providers grow and thrive in a competitive industry. These resources cover a wide range of topics, catering to both technical and business-focused MSPs.

Blogs and books provide in-depth analysis and practical advice on various aspects of running an MSP business, including marketing, sales, customer relations, and operations management. By staying current with industry trends and learning from the experiences of successful MSP leaders, professionals can enhance their skills and implement best practices to drive their businesses forward.

Webinars and podcasts offer opportunities for MSPs to gain knowledge from industry experts, covering topics such as new technologies, security, and business growth strategies. These resources provide valuable learning experiences that can help MSPs stay up-to-date with the latest developments and best practices in the managed services industry.

By leveraging these online business resources, MSPs can continuously refine their strategies, services, and processes, ensuring their success in the ever-changing landscape of managed services.

The MSP Toolkit is a curated list of popular tools which are used regularly. Take look as some of the tools listed, and if you want to share your own, then do so!

Online business resources for MSPs, such as blogs, books, webinars, and podcasts, offer invaluable insights and tools to help Managed Service Providers grow and thrive in a competitive industry. These resources cover a wide range of topics, catering to both technical and business-focused MSPs.

Blogs and books provide in-depth analysis and practical advice on various aspects of running an MSP business, including marketing, sales, customer relations, and operations management. By staying current with industry trends and learning from the experiences of successful MSP leaders, professionals can enhance their skills and implement best practices to drive their businesses forward.

Webinars and podcasts offer opportunities for MSPs to gain knowledge from industry experts, covering topics such as new technologies, security, and business growth strategies. These resources provide valuable learning experiences that can help MSPs stay up-to-date with the latest developments and best practices in the managed services industry.

By leveraging these online business resources, MSPs can continuously refine their strategies, services, and processes, ensuring their success in the ever-changing landscape of managed services.

Who Needs MSPs?

Managed Service Providers (MSPs) cater to a diverse range of customers across different industries and organization sizes. Understanding the target market and customer profiles for MSPs is crucial for developing tailored solutions and strategies to meet these needs effectively. This section outlines the target market for MSPs and the next page provides typical customer profiles to help you understand their unique needs.

Target Market for MSPs

• Small and medium-sized businesses (SMBs)

• Large enterprises

• Government organizations

• Non-profit organizations

Typical Customer Profiles

SMBs with limited in-house IT resources:

These businesses often lack the expertise or resources to manage their IT infrastructure and services effectively. MSPs provide them with cost-effective, scalable solutions that enable them to focus on their core business functions.

Large enterprises seeking to outsource specific IT functions

For large organizations, MSPs offer the opportunity to outsource specialized IT tasks or departments, allowing the company to allocate resources more efficiently and maintain better control over their IT environment.

Organizations with strict compliance requirements

Industries like finance, healthcare, and government organizations face stringent compliance regulations. MSPs can help these organizations navigate complex compliance requirements by providing managed security services and ensuring that IT infrastructure is up-to-date and secure.

Businesses undergoing digital transformation or cloud migration

As companies embrace digital transformation and move to the cloud, they often require expert guidance and support. MSPs can offer strategic planning, implementation, and ongoing management services, enabling a smooth transition and ensuring the organization's digital initiatives are successful.

MSPs are companies that remotely manage a customer's IT infrastructure and/or end-user systems, typically on a subscription basis. They offer a range of IT services, including network management, security management, IT support, and more, allowing their clients to focus on their core business operations.

MSPs typically offer a variety of IT services to cater to their clients' diverse needs. Some common services include:

• Network Management

OMLs offer a vital framework for MSPs to measure their financial and operational efficiency, but it is important to acknowledge there's other contributors to a successful MSP business. By also focusing on these additional factors, MSPs create a well-rounded, thriving business that achieves long-term success beyond the financials.

Collaborative Networking

• Engaging with industry peers through forums and online peer groups.

• Participating in real-time chat communities to share insights and experiences.

A successful MSP business leverages a mix of recurring, one-time, and complementary revenue streams to ensure financial stability and growth. By diversifying their income sources, they can adapt to market changes and capitalize on new opportunities. This section outlines various revenue streams that MSPs incorporate into their business models. For most MSPs, the recurring revenue is their preferred model.

Recurring Revenue

• Monthly or annual fees from clients for ongoing IT services, such as network management, security management, and IT support.

• Subscription-based pricing for cloud services, software, and infrastructure management

MSPs will generally use both an RMM and a PSA tools in their operations, in addition to other 3rd party solutions, as they all serve different purposes and complement each other. The choice of a specific tool within each category depends on factors such as:

• Integration: MSPs often prefer tools that can seamlessly integrate with other software they use. For instance, some RMM tools have built-in integrations with specific PSA tools, making it easier for MSPs to manage their IT services and business operations in a cohesive manner.

• Features and functionality: MSPs need to consider the specific features they require and how well a particular tool meets those requirements. For example, an MSP with a heavy focus on network management may prioritize an RMM tool with advanced network monitoring capabilities, or adopt a 3rd party networking solution.

The professional services department within an MSP plays a critical role in delivering specialized solutions and consulting services to clients. This department is responsible for addressing complex client needs that may fall outside the scope of standard service desk offerings. In this section, we'll explore how the professional services department operates on a technical level and how it collaborates with the service desk.

Technical Expertise

The professional services department is comprised of highly skilled technicians, engineers, and consultants with deep expertise in various areas of technology and IT management. This team is responsible for providing specialized services such as:

Ensuring compliance with industry regulations and standards can present several challenges for MSPs, from keeping up with the constantly changing regulatory landscape to addressing diverse client requirements. In this section, we delve into these challenges and explore the factors that can make compliance management complex for MSPs.

• Keeping up with changing regulations: MSPs must stay informed about the latest regulatory changes and updates, which can be challenging due to the constantly evolving landscape of laws and standards.

• Diverse client requirements: MSPs often serve clients from various industries and regions, each with its own set of regulatory requirements. Catering to these diverse needs can be complex and resource-intensive.

Managed Service Providers (MSPs) can benefit significantly from channel programs that emphasize co-selling and Market Development Funds (MDF) strategies. This comprehensive guide will help you understand these strategies and their importance in building successful partnerships between MSPs and vendors.

Co-selling Strategies

Co-selling is a collaborative sales approach where MSPs and vendors work together to identify sales opportunities, develop tailored solutions, and close deals. This collaborative approach helps MSPs expand their reach and leverage the vendor's expertise and resources.

Research Vendor MDF Programs

• Familiarize yourself with each vendor's MDF program requirements, application process, and reporting expectations.

Peer groups offer MSPs a great way to connect with fellow professionals, exchange ideas, and learn from each other's experiences. They're an excellent resource for staying up-to-date with industry trends and getting insights into common challenges. However, it's also important to be aware of potential risks associated with peer groups, like the risk of creating echo chambers.

Knowledge Sharing and Collaboration

When MSPs get together in peer groups, they can share their knowledge and expertise, tapping into a diverse range of experiences. These groups are perfect for learning about new technologies and finding innovative solutions to challenges. By working together, MSPs can develop best practices and find more efficient ways to meet clients' needs.

Introduction

AI features are appearing across MSP tools, but marketing often exaggerates or blurs what they can really do. This section provides a framework to:

• Separate vendor claims from actual capability.

Current ROI Reality

MSPs across Reddit and vendor reports note measurable benefits:

• Resolution Speed: 30–60% faster overall, up to 60% faster for P1 tickets

What is Greenshot? Greenshot is a light-weight screenshot software tool for Windows with the following key features:

Quickly create screenshots of a selected region, window or fullscreen; you can even capture complete (scrolling) web pages from Internet Explorer. Easily annotate, highlight or obfuscate parts of the screenshot. Export the screenshot in various ways: save to file, send to printer, copy to clipboard, attach to e-mail, send Office programs or upload to photo sites like Flickr or Picasa, and others. …and a lot more options simplifying creation of and work with screenshots every day.

Being easy to understand and configurable, Greenshot is an efficient tool for project managers, software developers, technical writers, testers and anyone else creating screenshots.

Pricing: Free / Open Source

Link:

Download:

By far the best starting point for any engineer is the PortableApps USB Stick. This really is the powerhouse of tools. What makes it unique is you can install a massive amount of standalone applications on your USB stick, and run them with no additional installation required on the client PC. This is useful for those systems that are reasonably secure, but still allow you USB access. Check out the suite here:

Link:

Download:

Operational Maturity by Auvik

This blog decribes operational maturity levels and how to target growth

Link:

MSP service desks play a critical role in delivering efficient and reliable support to clients. There are various styles of service desks, each with its unique approach to handling service requests and managing resources. This section explores different service desk styles and their corresponding levels of operational maturity.

This document contains a general overview of different styles MSPs can adopt. While there are variations and combinations of these styles, the most common MSP service desk types can be broadly categorized as follows:

1. Tiered Service Desk: In a tiered service desk model, support is divided into different levels, with each level responsible for handling specific types of issues. Typically, Level 1 support handles basic troubleshooting and issue resolution, while more complex problems are escalated to higher levels. This model allows for efficient allocation of resources and ensures that technicians with the appropriate expertise are assigned to relevant tasks.

2. Swarming Service Desk: The swarming model is a collaborative approach to issue resolution, where technicians from various disciplines work together to solve problems without the need for formal escalation. This model can lead to faster resolution times and improved knowledge sharing among team members. However, it may require a higher level of coordination and communication to function effectively.

3. Dedicated Support Team: In this model, MSPs assign dedicated support teams to specific clients, ensuring that technicians are familiar with the client's environment and requirements. This approach can improve the overall quality of service and foster stronger client relationships, but it may also result in higher operational costs due to the need for specialized resources. This style is also called "Pod-Style".

4. Shared Service Desk: A shared service desk is a centralized support model where multiple clients' needs are addressed by a single team of technicians. This model can offer cost savings and improved resource utilization for MSPs but may lead to less personalized service for clients.

MSPs can choose from these service desk types or adopt a hybrid approach, combining elements from different models to best suit their clients' needs and their operational goals. Ultimately, the most effective MSP service desk model will depend on factors such as client expectations, available resources, and the MSP's overall strategy for growth and operational maturity.

Within these styles there are several operational differences that define how the service desk works at a tactical level as well, where the primary categories are:

1. Service Desk with Dispatchers

In this style, MSPs utilize dedicated dispatchers to manage incoming service requests, assign tasks to technicians, and oversee the overall service delivery process. This model allows for improved coordination and efficient allocation of resources, leading to higher operational maturity. Dispatchers can ensure that tasks are assigned according to technicians' skills, availability, and workload, enabling timely resolution of issues and adherence to SLAs (Service Level Agreements).

2. Service Desk without Dispatchers

In contrast, a service desk without dispatchers relies on technicians to self-assign tasks and manage their workload independently. While this model can offer flexibility and autonomy, it may lead to suboptimal resource allocation, longer response times, and potential breaches of SLAs. This approach is generally associated with lower operational maturity, as there is less centralized control over service delivery processes.

3. Service Desk with SLAs

Service desks that operate under SLAs have predefined response and resolution timeframes based on the severity and priority of service requests. Implementing SLAs can help MSPs maintain a high level of operational maturity by setting clear expectations for service delivery and ensuring that client issues are addressed promptly. This approach also allows MSPs to measure their performance against industry standards and make data-driven improvements to their processes.

4. Service Desk without SLAs

Operating a service desk without SLAs can hinder an MSP's ability to achieve higher operational maturity. Without clearly defined expectations for response and resolution times, it becomes challenging to measure performance and ensure consistent service quality. MSPs without SLAs may struggle to prioritize tasks effectively, leading to inefficiencies and potential client dissatisfaction.

MSPs should carefully consider their service desk style and adopt practices that promote higher operational maturity. Incorporating dispatchers and implementing SLAs can enhance resource allocation, streamline processes, and ensure timely resolution of service requests. By continuously evaluating and refining their service desk operations, MSPs can deliver exceptional support and build lasting relationships with their clients.

The combined efforts of sales, account management, and marketing teams within an MSP play a critical role in driving business growth and ensuring client satisfaction. These interconnected departments work together to attract new clients, retain existing ones, and promote the MSP's brand and services. In this section, we'll explore how these teams collaborate to achieve their common goals.

Smaller MSPs often face resource constraints that necessitate combining roles and responsibilities to operate efficiently. As a result, it is common for employees in smaller MSPs to wear multiple hats, handling tasks that may span sales, account management, and marketing. This approach allows smaller MSPs to optimize their resources while still delivering the essential functions required for growth and client satisfaction.

Given the specialized nature of marketing and the time-consuming tasks involved, smaller MSPs frequently opt to utilize external marketing resources, such as marketing agencies or freelancers. This enables them to access expert marketing services without the need for a dedicated in-house team. By outsourcing marketing activities, smaller MSPs can focus on their core services and effectively scale their business while maintaining a lean and agile structure.

Smaller MSPs demonstrate that by combining roles and leveraging external resources, it is possible to achieve growth and success in the industry, even with limited resources. This flexible and adaptable approach enables these MSPs to navigate the challenges of a competitive market and deliver exceptional service to their clients.

Sales: Attracting New Clients and Upselling Services

The sales team is responsible for identifying and pursuing new business opportunities, as well as upselling additional services to existing clients. They are skilled at understanding clients' needs and presenting tailored solutions that address their unique requirements. The sales team works closely with account management and marketing to ensure they have the right resources and support to close deals effectively.

Account Management: Building Strong Client Relationships

Account management focuses on maintaining and nurturing relationships with existing clients. This team is responsible for addressing clients' ongoing needs, resolving any issues or concerns, and ensuring they remain satisfied with the MSP's services. By building strong relationships and demonstrating a deep understanding of clients' businesses, account managers can help retain clients and identify new opportunities for growth.

Marketing: Promoting the MSP Brand and Services

The marketing team works to raise awareness of the MSP's brand and services, attracting potential clients and positioning the MSP as a trusted and reliable partner. They create marketing campaigns, develop content, and utilize digital marketing strategies to reach target audiences. The marketing team also supports the sales and account management teams by providing resources, such as case studies, whitepapers, and sales presentations, that help showcase the MSP's value proposition and expertise.

Collaboration and Alignment

To achieve their common goals, sales, account management, and marketing teams must work closely together and align their efforts. This collaboration can take several forms:

• Shared objectives and targets: Setting common goals and key performance indicators (KPIs) ensures all teams are working towards the same objectives and can measure their success consistently.

• Regular communication and feedback: Open lines of communication between these teams facilitate knowledge sharing, feedback on client needs, and the sharing of insights on market trends or competitor activities.

• Cross-functional initiatives: Joint projects, such as events, webinars, or targeted campaigns, can maximize the impact of each team's efforts and help drive the overall success of the MSP.

Tthe collaboration between sales, account management, and marketing teams within an MSP is crucial for driving growth and maintaining client satisfaction. By working together and aligning their efforts, these teams can effectively attract new clients, retain existing ones, and promote the MSP's brand and services in a competitive market.

Best Practices for Vendors Setting Up a Channel Program for MSPs

1. Clearly Define Program Objectives and Benefits

• Establish clear goals and objectives for your channel program, focusing on mutual benefits for both the vendor and MSPs.

• Communicate the advantages of participating in the program, such as co-selling opportunities, MDFs, training, and support.

2. Develop a Comprehensive Partner Portal

• Create a user-friendly partner portal that centralizes all relevant program information, resources, and tools for MSPs.

• Ensure the portal includes marketing materials, sales enablement resources, training modules, and a way to request MDFs or submit co-selling opportunities.

3. Offer Comprehensive Training and Certification Programs

• Provide MSPs with training opportunities and certifications to help them become proficient in selling, implementing, and supporting your products or services.

• Regularly update training materials and offer webinars, workshops, or online courses to ensure MSPs stay informed about the latest product features, industry trends, and best practices.

4. Implement a Tiered Partner Program Structure

• Develop a tiered program structure that rewards MSPs based on their commitment, expertise, and performance.

• Include incentives, such as increased MDFs or co-selling support, for MSPs that achieve higher tiers or demonstrate exceptional performance.

5. Establish a Clear MDF Application and Approval Process

• Design a straightforward process for MSPs to request MDFs, including guidelines for proposal submissions, approval criteria, and reporting requirements.

• Provide templates and examples of successful MDF proposals to help guide MSPs in crafting their requests.

6. Foster Collaboration and Communication

• Encourage open communication between your vendor team and MSP partners through regular check-ins, webinars, or partner events.

• Provide a platform or forum for MSPs to share their experiences, successes, and challenges with one another, fostering a sense of community within your channel program.

7. Monitor Program Performance and Iterate

• Regularly evaluate the performance of your channel program, gathering feedback from MSP partners to identify areas for improvement.

• Make adjustments to your program based on feedback and changing market conditions, ensuring that it remains relevant and beneficial for both your company and your MSP partners.

Introduction

AI tools should always be deployed with human oversight, safe testing environments, and strong monitoring. By treating AI as a controlled automation layer rather than a black box, MSPs can safely gain value while minimizing risk.

Human-in-the-Loop Enforcement

AI is fallible. Without human review, errors or unsafe outputs can slip into production.

• Guardrails: Require staff to review AI outputs (ticket notes, scripts, configs) before applying changes. Treat AI as a copilot, never the lead.

• Key terms: human-in-the-loop (HITL), augmentation vs automation.

Sandbox Testing of AI Outputs

AI-generated scripts, configs, or automation can misfire if deployed directly.

• Guardrails: Enforce sandbox environments for testing, followed by peer review. Apply version control and rollback options.

• Key terms: sandbox testing, peer review, rollback.

Incident Response for AI Misfires

AI failures can cause service outages or data exposure if not contained quickly.

• Guardrails: Update IR plans to cover AI-specific risks (hallucinated outputs, unauthorized integrations). Include alerting, containment, and rollback steps.

• Key terms: incident response (IR), containment, alerting.

Logging and Audit Trails

Without visibility into AI actions, errors or abuses go undetected.

• Guardrails: Enable audit logging for all AI interactions. Record prompts, outputs, and system actions. Route alerts to SOC/NOC as appropriate.

• Key terms: audit logging, non-human identity monitoring, traceability.

AI-Native Security Layers

Traditional controls don’t fully cover AI. Extra layers are needed to prevent misuse or data leaks.

• Guardrails: Deploy prompt filtering, DLP scanning, and usage monitoring. Enforce token limits to manage cost and prevent over-consumption.

• Key terms: prompt injection, DLP (data loss prevention), token limits.

Monitoring and Metrics

Track AI system performance and usage to identify problems early.

• Guardrails: Monitor token consumption, response times, and error rates. Set alerts for unusual usage patterns or system failures. Track human override rates as AI reliability indicators.

• Key terms: usage metrics, override tracking, performance monitoring.

Bottom Line

AI tools require structured oversight to remain safe and effective. Human review, sandbox testing, proper logging, and continuous monitoring ensure AI augments MSP operations without creating new risks.

Problem Screen Recorder. Is a handy screen grabber and set by step documentation tool. It is built directly into Windows 7+

To record and save steps on your computer

• To open Steps Recorder, select the Start button, and then select Windows Accessories > Steps Recorder (in Windows 10), or Accessories > Problem Steps Recorder (in Windows 7 or Windows 8.1)

• Select Start Record

• Go through the steps to reproduce or solve the problem. You can pause and resume the recording at any time.

• As you record, select Add Comment, use your mouse to select the part of the screen that you want to comment on, type your comment, and then select OK

• When you’re done, select Stop Record

• Review the record of the steps you followed to make sure it shows what you want it to show. Select Save, name the .zip file, choose where to save it, and then select Save. Now you can attach and send this .zip file to the person helping you troubleshoot the problem on your PC. It can be viewed in any web browser.

These tools specifically deal with screen capture. For example the creation of screenshots, gifs or video guides.

The Service Leadership Operational Maturity Framework was designed to help MSPs evaluate and improve their operational efficiency, profitability, and client satisfaction. This framework consists of five levels of operational maturity, each tailored to the specific needs and challenges faced by MSPs at different stages of growth and development. By understanding and implementing the framework, MSPs can optimize their operations and achieve long-term success in the industry.

Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) are two distinct categories of software tools used by Managed Service Providers (MSPs) to manage their IT services and business operations. While both are crucial to the success of an MSP, they serve different purposes and have unique features. Here's a closer look at the differences between RMM and PSA tools and factors that may influence the choice of one tool over another.

Remote Monitoring and Management (RMM)

Purpose: RMM tools are designed to help MSPs monitor, manage, and maintain their clients' IT infrastructure remotely. They enable MSPs to detect, diagnose, and resolve IT issues proactively without the need for on-site visits.

Features:

• Remote device monitoring (servers, workstations, network devices, etc.)

• Automated alerts and notifications for detected issues.

• Patch management and software updates

• Remote access and control of client devices

Benefits:

• Proactive problem detection and resolution

• Improved operational efficiency.

• Reduced downtime and disruptions for clients.

• Streamlined and automated IT maintenance processes

Professional Services Automation (PSA)

Purpose: PSA tools are designed to help MSPs manage their business operations, including service delivery, resource management, and billing. They provide a centralized platform to automate and streamline various processes, improving efficiency and reducing manual effort.

Features:

• Ticketing and helpdesk management

• Project management and resource allocation

• Time tracking and billing.

• Customer relationship management (CRM)

Benefits:

• Streamlined business processes.

• Improved resource utilization and productivity

• Enhanced customer service and satisfaction

• Better visibility into business performance

MSPs play a vital role in optimizing IT infrastructure and maintaining high levels of security for businesses. In their pursuit of delivering top-notch IT services, they face a unique set of challenges that can impact their operations. This section explores some of the prevalent concerns MSPs face, grouped into five main areas:

As MSPs serve clients across various industries and regions, they must navigate a complex landscape of regulations and standards. This section will provide an overview of some common regulations that MSPs often encounter, such as GDPR, HIPAA, and PCI-DSS, and the implications of these regulations for their operations.

GDPR Compliance

GDPR (General Data Protection Regulation) is a critical regulatory framework for businesses operating within the European Union (EU) or handling EU citizens' data. MSPs need to ensure they adhere to GDPR guidelines to protect their clients' data and avoid potential penalties. GDPR compliance involves implementing appropriate technical and organizational measures to safeguard personal data, notifying relevant authorities in case of data breaches, and respecting data subjects' rights.

ISO 27001 and NIS2

ISO 27001 is an internationally recognized standard for information security management systems (ISMS). It provides a comprehensive framework for securing an organization's data and processes. MSPs can benefit from adopting ISO 27001 best practices to improve their security posture and demonstrate their commitment to data protection.

NIS2 (Network and Information Systems Directive) is an upcoming regulatory requirement for all EU-based MSPs. It aims to strengthen the security and resilience of critical infrastructure, making it mandatory for MSPs to adhere to NIS2 guidelines. By complying with both ISO 27001 and NIS2, MSPs can ensure they meet security standards and regulatory requirements.

SOC 2 Compliance

SOC 2 (Service Organization Control) is an auditing procedure that assesses a service organization's controls over security, availability, processing integrity, confidentiality, and privacy. Achieving SOC 2 compliance is an essential step for MSPs to demonstrate their commitment to maintaining a robust security framework. However, it is important to note that SOC 2 compliance is not a guarantee of absolute security and MSPs should continuously assess and update their security measures.

HIPAA Compliance

HIPAA (Health Insurance Portability and Accountability Act) is a U.S. federal law that establishes requirements for the handling and protection of sensitive healthcare data, known as Protected Health Information (PHI). MSPs working with healthcare organizations or handling PHI must comply with HIPAA regulations to ensure the confidentiality, integrity, and availability of this sensitive data.

Compliance with HIPAA involves implementing administrative, physical, and technical safeguards to protect PHI. Administrative safeguards include policies and procedures that address privacy and security, workforce training, and designated privacy and security officers. Physical safeguards involve secure access to facilities and workstations, while technical safeguards require implementing access controls, encryption, and audit controls for electronic PHI.

MSPs should conduct regular risk assessments to identify and address potential vulnerabilities in their systems and processes. By adhering to HIPAA guidelines, MSPs can maintain the trust of their healthcare clients and avoid potential legal and financial consequences of non-compliance.

Cyber Essentials Compliance

Cyber Essentials is a UK government-backed scheme that helps protect organizations, regardless of size, against a whole range of the most common cyber attacks. Compliance with Cyber Essentials is crucial for MSPs, especially those handling UK government contracts or looking to improve their cybersecurity defenses. The scheme focuses on five key controls:

1. Secure Configuration: Ensuring that systems are configured in the most secure way for the needs of the organization.

2. Boundary Firewalls and Internet Gateways: These devices form the boundary between an organization's network and the Internet. Proper setup of these devices is crucial for preventing unauthorized access.

3. Access Control and Administrative Privilege Management: Ensuring only those who should have access to systems to have it and at the appropriate level.

Achieving Cyber Essentials certification demonstrates an MSP's commitment to security, providing reassurance to clients and a competitive edge in the marketplace. The certification process involves a self-assessment questionnaire and an external scan of the network, validated by a certification body.

For MSPs, adhering to Cyber Essentials can significantly reduce the risk of prevalent cyber threats. By implementing the scheme's controls, MSPs can not only protect their own operations but also offer added value to their clients by enhancing their cybersecurity posture.

Misrepresentation of Certifications

Both vendors and MSPs sometimes misrepresent their security posture by claiming their data center(AWS, Azure, Google Cloud) is certified, rather than their organization itself. This misconception can lead to a false sense of security and a lack of proper due diligence.

It is crucial for MSPs to understand that data center certifications apply only to the data center vendor themselves and are not transferable. A vendor or MSP is not SOC2 certified if they host data in AWS, as their business layer has not been evaluated .

MSPs should be cautious not to overstate their compliance status and ensure they have implemented appropriate security measures at every level of their organization.

In a world where cyber threats are ever-evolving, MSPs must prioritize risk management and incident response to protect their clients' sensitive data and IT infrastructure. This section will discuss the importance of implementing risk management processes, the role of incident response in mitigating the impact of cyber threats, and the strategies MSPs can use to effectively manage risks and respond to incidents.

Importance of Risk Management for MSPs

Risk management is a critical aspect of an MSP's operations, as it helps identify, assess, and mitigate potential threats to clients' IT systems and data. By proactively addressing risks, MSPs can minimize the impact of security incidents, maintain client trust, and protect their own reputation. Effective risk management allows MSPs to:

• Ensure the confidentiality, integrity, and availability of client data and systems

• Reduce the likelihood and impact of security breaches and incidents

• Strengthen client relationships by demonstrating a commitment to security

• Comply with industry regulations and standards

Key Components of an Incident Response Plan

An incident response plan outlines the steps MSPs should take to quickly detect, contain, and remediate security incidents. Key components of an incident response plan include:

• Incident identification and reporting: Establishing clear guidelines for identifying and reporting potential security incidents

• Roles and responsibilities: Defining the roles and responsibilities of the incident response team and other stakeholders

• Communication and escalation procedures: Outlining how information should be shared and escalated within the organization and with clients during a security incident

Best Practices for Risk Management and Incident Response

To effectively manage risks and respond to incidents, MSPs should consider the following best practices:

• Regularly assess and update risk management processes to ensure they remain relevant and effective

• Conduct security awareness training for employees to help prevent incidents caused by human error

• Implement a multi-layered security approach that includes proactive monitoring, regular vulnerability assessments, and timely patch management

All Things MSP (Eric Anthony)

All Things MSP is a Facebook group that serves as a platform for MSP professionals to share ideas, resources, and experiences related to the MSP industry.

Link: https://www.facebook.com/groups/allthingsmsp/

Everything MSP (Dan Tomaszewski)

Everything MSP is a Facebook group dedicated to MSPs, covering various topics, including technology, business growth, and industry trends.

Link: https://www.facebook.com/groups/everythingmsp/

ConnectWise Boss (Adam Bolanski)

ConnectWise Boss is a Facebook group for MSPs who use ConnectWise products. The group provides a platform for users to discuss best practices, share tips, and network with fellow professionals.

Link:

IT Managed Services

This LinkedIn group is dedicated to IT managed services, providing a space for professionals to discuss industry trends, share resources, and network with peers.

Link:

CompTIA Connect

CompTIA Connect is a LinkedIn group for IT professionals and MSPs, offering resources, discussions, and networking opportunities related to the IT industry.

Link:

MSP 501

MSP 501 is a LinkedIn group focused on managed services providers, covering topics such as industry trends, best practices, and business growth.

Link:

Introduction

MSPs can't win on AI by being “first.” The opportunity is to be the trusted partner who makes AI safe: governed, explainable, and client-ready. SMBs will lean on their MSP not for AI hype, but for assurance that new tools won’t create compliance, liability, or trust problems.

Strategic Positioning

MSP Opportunity: Position as the "safe AI adoption partner" for SMBs by:

• Providing governance expertise clients lack internally

• Managing AI vendor relationships and compliance

• Offering hybrid human+AI service delivery models

• Building AI literacy among client staff

Preparation Framework

Policy:

• Draft AI Acceptable Use Policy

• Create client AI disclosure template

• Document shadow AI detection

Vendor:

• Audit all AI features in stack

• Review DPAs for training opt-outs

• Negotiate liability + residency terms

Staff:

• Train on output verification (not just prompts)

• Add AI steps to incident response

• Run tabletop exercises for AI misfires

Ongoing:

• Track false positives and misses

• Log AI-assisted actions for audit

• Maintain manual fallback for critical workflows

Bottom Line

MSPs win client trust not by selling AI as revolutionary, but by proving it won’t outpace accountability. Strategic positioning is simple: govern it, explain it, and keep people in the loop. The MSP that makes AI safe is the MSP that keeps the client.

MSP Podcasts

The MSP Voice

[blurb]

Link:

The IT Provider Network

[blurb]

Link:

Frankly MSP Podcast

[blurb]

Link:

MSP Growth Hacks

[blurb]

Link:

The Continuum Podcast Network

[blurb]

Link:

The Confessions of an IT Business Owner

[blurb]

Link:

TubbTalk - The Podcast for IT Consultants

[blurb]

Link:

The Business of Tech

In an industry that always changes, those who deliver technology services need to focus on the information that matters to them. The Business of Tech podcast focuses on the news you need to know. Covering both the story and asking "why do we care" to the way services are created and delivered, channel veteran Dave Sobel brings you up to speed and gives you resources to go deeper. With insights and analysis, this five-minute podcast focuses on the knowledge you need to be effective, profitable, and relevant

Link:

Introduction

MSPs adopting AI must treat it as a new class of SaaS with unique risks. This section outlines the major risk areas, the safeguards MSPs should apply, and the policies needed to govern AI responsibly. Each subpage provides detail, examples, and guardrails.

Subpages Overview

1. Explains the main risks (data, operational, business) and practical guardrails (policy, monitoring, oversight).

2. Covers how AI tools process, store, and transmit data; residency and training risks; anonymization, tenant isolation, and contractual safeguards.

3. Details practical controls: human-in-the-loop enforcement, sandbox testing, incident response, logging, and AI-native security layers.

4. Guidance on writing internal and client-facing policies, managing shadow AI, defining augmentation vs automation, and training users.

Bottom Line

MSPs can safely adopt AI by following structured governance: identify risks, secure data handling, enforce clear policies, and maintain oversight.

The RMM comparison sheet

This online excel sheet contains a compare of all current RMM products. The sheet is completely community sourced and based on data by actual users.

Link: http://rmm.msp.zone

CyberDrain

CyberDrain is a techblog that contains PowerShell scripts, resources for MSPS, and announcements important to technichians at MSPs. CyberDrain also organizes several events such as the CyberDrain CTF.

Link:

MSPs rely on a wide range of tools to deliver efficient and reliable IT services to their clients. These tools help MSPs manage their clients' IT infrastructure, automate routine tasks, monitor performance, and ensure security. By understanding the roles and functions of different MSP tools, MSPs can better leverage their capabilities to streamline operations and maximize value for their clients.

As MSPs navigate the unique challenges they face in delivering top-tier IT services, it's crucial to have a strategic approach to overcome these hurdles. In this section, we explore various strategies for addressing the key challenges previously discussed. By implementing these strategies, MSPs can not only tackle their immediate concerns but also lay the groundwork for long-term success and growth in the industry.

Technical Roles Inside MSPs

Help Desk Technician

Help desk technicians provide first-level technical support to clients, resolving basic issues and escalating more complex problems to higher-level technicians.

While many vendor relationships in the MSP industry are transactional, focused primarily on upselling, strategic partnerships can be highly beneficial for both parties. In a strategic partnership, MSPs and vendors work closely together, aligning their goals and resources to create mutual value. Here are some thoughts to consider and address when forming and managing strategic vendor relationships:

Importance of Vendor Programs

• Vendor programs, such as Microsoft's "coop funds," can provide valuable financial support, resources, and incentives for MSPs.

Introduction

Automation executes predefined rules or scripts. AI adapts outputs based on patterns in data, but is probabilistic, not deterministic. Understanding this distinction prevents false expectations and helps choose the right tool for each workflow.

Introduction

AI features in MSP tools are marketed as powerful, but their limits are real. These systems generate patterns, not certainty, and they lack context about individual client environments. Without safeguards, AI creates new risks: false confidence, broken processes, and legal exposure. This section outlines where AI fails today and how MSPs can mitigate those gaps.

Introduction

Integrating AI into MSP operations offers efficiency gains but introduces risks around data governance, operational reliability, and business stability. This page explains the primary risks and outlines guardrails to reduce them.

Introduction

MSPs must treat AI as a data processor with unique risks. This page outlines how AI tools handle client data, the privacy issues that follow, and the technical and contractual controls needed to keep data secure.

User Profile Wizard 3.11 is the latest version of ForensiT's powerful workstation migration tool. User Profile Wizard will migrate your current user profile to your new user account so that you can keep all your existing data and settings.

Large-scale migration made easy

User Profile Wizard has been used to automatically migrate hundreds of thousands of workstations to new domains. It can be used to migrate workstations to a new domain from any existing Windows network, or from a Novell NDS network; it can join standalone computers to a domain for the first time, or migrate workstations from a domain back to a workgroup.

Regulatory Landscape

AI adoption in MSP environments is being shaped less by feature releases and more by compliance pressure. Early preparation around governance, explainability, and data residency reduces risk and builds trust.

Active Now

• GDPR Article 45: restricts EU data transfer.

  • Practical step: Ask AI providers for clear data residency disclosures in their DPAs to avoid liability if processing occurs outside approved regions.

• CCPA: requires client notification when processing locations change.

Coming Soon

• EU AI Act: introduces transparency rules for automated decisions.

  • Practical step: Be prepared to log AI-generated recommendations so they can be reviewed if challenged.

• GDPR Article 22: protects the “right to explanation” for automated actions.

Client Audit Evolution

Now being asked:

• Which AI tools touch our data?

• Where is processing performed?

• What happens if AI is wrong?

Emerging requirements:

• DPA documentation for AI tools

• Staff AI training records

• Incident response procedures for AI misfires

• Shadow AI detection policies

Vendor Contract Shifts

Current gaps:¹

• 92% of AI vendors claim training rights over customer data

• Liability caps = monthly fee only

• No performance warranties

Expected changes:

• Default “no-train” modes

• Mutual liability caps

• Model portability clauses

• Regional data residency guarantees

¹

Technology Development Trends

Note: These are projections based on current vendor roadmaps and MSP community discussions, not guaranteed outcomes.

Near-term (12–18 months):

• PSA/RMM-native AI replacing add-ons

• Voice → ticket transcription standard (DialPad, Nextiva)

• Shadow AI detection built into SaaS management

Mid-term (18–36 months):

• Controlled “agentic AI” pilots (autonomous but rollback-capable)

• Cross-platform orchestration (PSA + RMM + KB)

• Predictive analytics for resource planning (only if PSA data is clean)

Key terms: data residency, AI Act compliance, vendor lock-in, agentic AI, human+AI service delivery.

Bottom Line

AI in MSP stacks will be audited, explained, and contract-bound before it’s trusted. The winning MSP position is not “AI-first” but “AI-safely”: prove governance, maintain human expertise, and give clients confidence that automation won’t outpace accountability.

Community Profiles

Reddit: r/msp

• Overview: With over 140,000 members, r/msp is the largest online MSP-focused community. It’s an invaluable space for discussing pricing strategies, vendor relationships, service delivery, and occasional technical topics. Active threads range from industry trends to peer recommendations.

• Target Audience: Mix of business-focused and technical insights.

• Why Join:

  • Peer-driven advice on MSP operations.

  • Access to real-world insights from a global member base.

• Link:

MSPGeek (Discord)

• Overview: Originally built as a technical forum for MSPs, MSPGeek is now a thriving community offering support for troubleshooting, and vendor specific challenges with their dedicated spaces for engagement. It is especially popular for RMM and automation focused technicians.

• Target Audience: MSP technicians and engineers, with some business conversations.

• Why Join:

Spiceworks

• Overview: Spiceworks is a broad IT forum with a dedicated section for managed service providers. Members discuss both technical and business topics, making it a versatile resource for MSPs of all sizes.

• Target Audience: MSPs looking for both technical and business-focused discussions.

• Why Join:

MSPs’r’us (Discord)

• Overview: A real-time collaboration platform tied to the Reddit r/msp community, MSPs’r’us has over 5,000 members. It focuses on technical problem-solving, quick-fire advice, and informal networking.

• Target Audience: Primarily technical, but also open to business-oriented MSP discussions.

• Why Join:

CyberDrain (Discord)

• Overview: This community, centered around emphasizes scripting, automation, and cybersecurity practices, as well as the home of the Open Source software tool CIPP.

• Target Audience: Technical professionals focused on M365, GDAP, Graph APIs & PowerShell

• Why Join:

  • Participate in challenges like Capture The Flag (CTF) for skill-building.

6. The Tech Degenerates (TTD)

• Overview: The Tech Degenerates is a community for MSPs, vendors, and other IT channel professionals. TTD combines a Discord server with structured monthly activities like happy hours, and host an extensive industry events calendar. Its unique approach blends professional growth with a sense of humor and inclusivity.

• Target Audience: Channel professionals seeking collaboration and shared knowledge.

• Why Join:

Introduction

AI features are now embedded across PSA, RMM, and specialized tools serving MSPs. Some add measurable value, others are rebranded automation. This section aims to compare what’s available, where it fits, and how to evaluate claims responsibly.

Introduction

Documented guardrails reduce shadow IT, clarify responsibilities, and prevent unsafe expectations. These core rules apply whether AI is used by staff, embedded in services, or adopted by clients.

Peer groups foster collaboration, knowledge-sharing, and problem-solving among MSP leaders and professionals. These communities provide a mix of resources, events, and networking opportunities tailored to enhance MSP operations and growth.

1. The Tech Tribe

• Overview: A global community for MSP owners and employees, The Tech Tribe offers marketing materials, Tribal Perks (discounts on 3rd-party services), and curated resources for improving business operations. Regular in-person meetups connect members worldwide.

Introduction

Communities for MSPs offer more than networking opportunities—they are growth engines for collaboration, innovation, and problem-solving. These communities exist in various formats, from real-time chat platforms to structured forums and in-person groups. They are built on shared challenges and mutual respect, not solely business objectives.

Whether technical or business-focused, these spaces empower MSPs to improve their operations and services while fostering relationships that extend beyond transactional interactions.

Types of MSP Communities

1. Real-Time Chat Platforms

• Examples: Slack channels (MSPGeek), Discord servers (CyberDrain).

• Focus: Immediate problem-solving, casual discussions, and quick collaboration.

• Best For:

  • Rapid Q&A about tools, automation, and best practices.

2. Online Forums

• Examples: Reddit (r/MSP), dedicated vendor communities.

• Focus: Long-form discussions, deep dives into recurring challenges, and referenceable advice.

• Best For:

  • Exploring detailed technical or business strategies.

3. Social Media Groups

• Examples: Facebook groups, LinkedIn communities.

• Focus: Broad industry engagement, sharing news, and lightweight collaboration.

• Best For:

  • Connecting with a wide range of MSPs and stakeholders.

4. User Groups and Meetups

• Examples: Local user groups, vendor-specific gatherings.

• Focus: Strengthening relationships through in-person collaboration and training.

• Best For:

  • Building deeper connections through face-to-face interaction.

5. Event-Based Communities

• Examples: MSP-centric conferences, or vendor-hosted summits.

• Focus: Thought leadership, showcasing trends, and creating momentum around specific challenges.

• Best For:

  • Learning from top industry leaders.

Key Insights for Businesses Engaging in MSP Communities

1. Communities Are Built on Common Ground

Communities thrive when members rally around shared challenges or goals—not when one party dominates. MSPs and businesses serving them should focus on collaboration, offering value, and fostering respect.

2. Mutual Growth Benefits Everyone

Members and businesses that contribute authentic expertise enhance the collective knowledge base. For example, sharing tools, workflows, or solutions—such as PowerShell scripts on MSPGeek or automation tips in CyberDrain—helps everyone improve.

3. Feedback Drives Innovation

Communities are a rich source of insights. Active participation allows MSPs and businesses to identify pain points early, adapt tools, and co-create solutions. This collaboration benefits products and strengthens community trust.

4. Patience and Consistency Matter

Building trust in a community takes time. MSPs and contributors should focus on showing up consistently, sharing value, and engaging authentically to create meaningful, long-term relationships.

Why MSPs Should Participate

1. Expand Knowledge:

   • Learn from peers and thought leaders about managing technical, operational, and business challenges.

   • Discover emerging trends and best practices that improve efficiency and service quality.

2. Build Relationships:

How Businesses Serving MSPs Benefit

Role in Communities

Businesses serving MSPs enhance community spaces by providing insights, solving challenges, and facilitating collaboration. Successful participation requires authenticity, patience, and a genuine interest in mutual success.

Engagement Strategies:

• Contribute, Don’t Dominate:

  • Share actionable advice, templates, or solutions without overtly promoting products.

  • Example: Rewst users share workflows on GitHub, creating value for the broader MSP community.

• Celebrate User Achievements:

Best Practices for Engagement

1. Choose Diverse Spaces: Balance technical and business-focused communities.

2. Be an Active Contributor: Share experiences to foster collaboration.

3. Adopt a Long-Term View: Build trust with consistent participation.

4. Encourage Transparency: Share lessons learned and invite feedback.

Conclusion

MSP communities offer unmatched opportunities for growth, innovation, and collaboration. By contributing authentically, staying consistent, and fostering respect, MSPs and businesses alike can thrive in these spaces. Community engagement is more than a strategy—it's a commitment to mutual success that drives the entire industry forward.

Introduction

Policies define intent, but operations determine outcomes. MSPs need structured training so staff use AI safely, plus detection and enforcement controls to stop shadow AI before it creates compliance or data risks. This section combines both, giving MSPs a practical playbook for managing AI responsibly.

Staff Training Framework

AI Fundamentals and Governance

Core knowledge every staff member should understand before using AI in workflows.

Operational Training

Hands-on skills for safe, effective use of AI in day-to-day MSP work.

Guardrails:

• Always require human-in-the-loop (HITL) for automation

• Clearly state which functions AI may suggest vs execute

• Train staff to recognize hallucinations and bias

• Reinforce through simulations (e.g., AI-generated phishing lures)

A strong training framework ensures AI is used to augment, not replace, staff expertise.

Shadow AI Detection and Enforcement

Shadow AI (the unauthorized use of unapproved AI tools) creates unmanaged risks around data exposure, compliance, and liability. MSPs need both detection methods to spot usage and enforcement measures to guide staff toward secure, approved alternatives.

Detection Procedures

Layered monitoring helps identify shadow AI before it becomes a breach or audit failure.

Enforcement Actions

Shadow AI is inevitable if detection isn't paired with consistent enforcement to prevent recurrence. Minimize unmanaged risk and maintain compliance across client environments by:

• Establishing clear AI Acceptable Use Policies defining approved tools

• Providing secure, enterprise-grade AI alternatives to minimize shadow usage

• Implementing least privilege access to protect proprietary and client data

• Defining and communicating disciplinary consequences for policy violations

Bottom Line

MSPs can’t rely on policies alone. By training staff to use AI responsibly, detecting unauthorized usage, and enforcing clear boundaries, AI adoption becomes controlled, auditable, and client-safe. This dual approach reduces shadow IT and strengthens client trust.

Features

Capturing

ShareX incorporates the following methods to allow screen capture.

• Fullscreen

• Active window

• Active monitor

• Window menu

• Monitor menu

Region capture tools

• Region

  • Rectangle

  • Rounded rectangle

  • Ellipse

After capture tasks

You can select any or all of these tasks to be automatically run after each screen capture.

• Show quick task menu

• Show "After capture" window

• Add image effects / watermark

• Open in image editor

Uploading

ShareX has multiple ways to upload files.

• Upload file

• Upload folder

• Upload from clipboard

• Upload from URL

After upload tasks

These tasks will automatically run after successful upload to any host.

• Show "After upload" window

• Shorten URL

• Share URL

• Copy URL to clipboard

Destinations

ShareX supports the following destinations.

Image uploaders

Text uploaders

File uploaders

URL shorteners

URL sharing services

Tools

Productivity tools to make certain tasks more efficient.

• Color picker

• Screen color picker

• Image editor

• Image effects

Pricing: Free / Open Source

Link: