Getting Back to Basics
Savvy solution providers are always on the lookout for a trend and an opportunity. By identifying customer needs and developing a solution to address those needs, they can position themselves effectively as forward-thinking organizations with their customers’ priorities at their core.
In looking for these trends, customer demands are one of the key data points. Here, increased demands for security and security technologies is a recurring theme–and one that continues to grow significantly. In CompTIA’s latest Annual Trends in Managed Services report, a need to “Impove Security” is the No. 1 factor in driving managed services adoption. This is a distinct change from previous years, when security was not even close to this ranking. TechAisle’s report on the subject confirms this shift, highlighting that security easily ranks in the top five SMB IT concerns.
In LogicNow’s own “Harmony Report”, we found that service providers are looking to improve their managed security offerings in a number of different ways: through improved email security, Web protection, antivirus and endpoint security, alongside a valuable investment in education for their customers. This last component adds significant extra value and shows the true value of solution providers.
With malware increasing each year, and dramatically so in the past three years, the security threat landscape continues to move quickly and aggressively. Gone are the days of using a firewall as a single solution. Perimeter security alone will not solve the customers’ needs, and a layered approach to security, including endpoint security, mail security, Web protection and constant monitoring is the de facto starting point.
In fact, a vast majority of end customer issues can be solved simply through executing the basics of security well. By adopting a combination of these, it’s possible to address the top four SANS security controls, and prevent more than 80% of security incidents. In the SMB market, this is proper due diligence.
With managed security services becoming an increasingly important offering, it’s rather staggering that system patches are too often out of date, particularly considering the capabilities of modern tools. With customers demanding additional layers of security, patch management is crucial to an effective strategy, and moving off unsupported operating systems is the only way to continue that.
Security is not a one-time only install, but rather an ongoing effort to address risks and maintain the solution, with constant vigilance required. This is best lent to a service offering, and, ideally, a managed security offering. This brings valuable monthly recurring revenue to a solution provider, while delivering extra value to customers.
One final thought: It’s important to report effectively on these services, both from the perspective of billing and from the perspective of how they are being used. Customers need to know what services are included in their service package, so a detailed contract and bill are vital to showing value month after month. Equally, reporting on the effectiveness on a monthly basis clearly shows that services are being delivered, and proves their value on an ongoing basis. Ultimately, ensuring the customer sees the value on every touch point will ensure a long lasting, profitable and secure relationship!
Dave Sobel, Director of Partner Community at MAXfocus, is responsible for fostering the growth and success of MAXFocus Partners. As Director of Partner Community, he helps promote collaboration, education and innovation among MAXfocus Partners and among the industry as a whole, ensures they have access to business, technology and market resources, and are utilizing the MAX Platform to achieve positive growth, enhance their offerings and become best-in-class solution providers. Guest blogs such as this one are published monthly and are part of The VAR Guy’s annual platinum sponsorship.
