Blog

11
Feb

Is Your MSP Just a “Break-Fix IT” Model in Disguise?

Over the last several years, the IT support industry has largely repositioned its core service offerings in response to the changing needs of businesses. The old, reactive IT support model of break/fix has been ostensibly replaced by comprehensive, end-to-end managed service plans (MSPs). These plans are supposed to be designed to fully manage an organization’s …

27
Jan

Letting Go

As business leaders or managers, many of us have experienced positive business growth and refinement of our offerings that, ultimately, benefits most, but not all, of our clients. You may have an enjoyable working relationship with a long-term client, but the client’s needs and your business sweet spot no longer align.  In fact, business experts …

15
Dec

Sharing Risk

In today’s world of connected IT systems, the risk associated with your important data is heightened. Most small to mid-sized organizations rely on a trusted IT support organization to protect critical information. Our industry uses an umbrella term called “managed service plan” to describe the services that we provide. As I’ve discussed in previous blogs, …

9
Nov

Good Versus Evil in IT

Good versus evil. It’s all too common. New technology is released as a useful tool for IT professionals and inevitably hackers learn how to use the tool for evil. In 1973 when data encryption became a useful tool it was adopted using the DES (Data Encryption Standard. As of 1997, the standard was changed to …

22
Oct

Death, Taxes, and IT Documentation

In 1789, Benjamin Franklin wrote in a letter that “in this world nothing can be said to be certain, except death and taxes.” After being in the IT business for 39 years, I will add one more certainty; in our industry nothing is as important as up-to-date, accurate, and secure documentation. When you engage with …

18
Sep

“As soon as I clicked it, I realized I shouldn’t have…”

We often hear a similar story when new companies call us desperately looking for a quick IT solution. “As soon as I clicked it, I realized I shouldn’t have. I know better.” This is typically something that a user says following a virus infection or a successful social engineering hack. Preventing this situation is exactly …

19
Aug

Standardization in IT

In November of 1995, an episode of Seinfeld aired in which Jerry and his friends visit a soup stand. The proprietor has an extremely regimented way that he insists his clients adopt in order to be treated with a bowl of his soup. The concept is funny. The idea is that all of his customers …

20
Jul

Backup and Disaster Recovery

Back in 1980, when I was selling TRS-80’s at a Radio Shack/Tandy Computer Center, we sold a cassette tape deck specifically designed to copy data and programs created on the Model 1 computer. You’re probably asking yourself, “How old is this guy?” Back then, this was a great way to recover your information should something …

14
Jun

5 Things You Need to Look For in an Outsourced IT Help Desk

When you call an IT help desk, you are calling to get an issue resolved. Something has likely occurred while you were performing your daily work and you need it to be fixed…and quick. Of course, there may be other reasons to call a help desk. Perhaps you are interested in a new application and …

8
May

24/7 Monitoring

It was a very clever commercial. Four masked men enter a bank with baseball bats yelling “on the floor, on the floor”. A woman patron laying on the floor looks up to a man dressed as a security guard and whispers, “do something” and the man replies, “Oh, I’m not a security guard, I’m a …