Tag Archives: Risk Management

Cybersecurity, IT Support, MSP, vulnerability scan

Can IT issues cause a drop in my employees’ and my company’s productivity?

Can IT issues cause a drop in my employees’ and my company’s productivity?

Information technology (IT) is an essential part of any modern business, and IT issues can cause significant problems that can affect employee and company productivity.

Employee productivity generally means either doing more work in less time or taking fewer hours to complete tasks. Increased employee engagement also improves morale which eventually reduces employee burnout.

Low productivity also results in poor performance by employees, affecting the quality of work and deliverables and, ultimately, your company’s profitability will decrease. It’s important to snub the low productivity issue at the core, which, oftentimes, comes from IT-related issues.

What are some IT-related issues in the workplace?

  • Software malfunctions
  • Freezing computers
  • Scanner or printer issues
  • Old computer systems
  • Annoying pop-ups
  • Internet connectivity issues
  • Viruses and malware
  • Learning to navigate new updates

How IT issues can cause a drop in productivity

  1. Downtime: IT issues can lead to downtime, which is the period when IT systems are not functioning correctly. Downtime can be caused by hardware failures, software crashes or network connectivity issues. Downtime can lead to a loss of productivity as employees are unable to perform their work, leading to delays in projects and missed deadlines. Network issues can also cause employees to miss online calendar alerts for meetings, events, calls and time-crucial emails, impacting sales, customer relationships and company reputation.
  2. Slow systems: Slow systems can be caused by a lack of memory, outdated software or hardware issues which can lead to a decrease in productivity as employees are unable to complete their work as quickly as they would like. Slow systems can also lead to frustration, leading to a decrease in employee morale.
  3. Data loss: IT issues can lead to data loss, which is the accidental or intentional loss of data. Data loss can be caused by hardware failures, software crashes or human error and can lead to a significant loss of productivity as employees are unable to access the necessary data to complete their work. Data loss can also lead to a loss of trust from customers and stakeholders, which can have long-lasting effects on the company’s reputation.
  4. Cyber Security breaches: Cyber Security breaches can be caused by a lack of security measures, outdated software or human error. Cyber Security breaches can lead to a loss of productivity as employees are unable to access the necessary systems or data, as well as a loss of trust from customers and stakeholders, leading to a significant impact on the company’s reputation.
  5. Support tickets: IT issues can lead to an increase in support tickets, which are requests for IT support from employees. An increase in support tickets can lead to a decrease in productivity as employees are unable to complete their work while waiting for IT support. An increase in support tickets can also lead to frustration, leading to a decrease in employee morale. Not only that, waiting for issues to be fixed can prevent employees from supporting your customers, resulting in company productivity.

How can managed IT services boost productivity?

Increased Uptime: Ensure your IT systems are up and running when you need them as MSPs use a proactive approach to fixing issues by constantly monitoring and fixing issues remotely.

Reduced need for IT support: Less need for in-house IT support as the MSP takes control and responsibility for the management of your systems to prevent issues from arising. When problems do occur, the majority of the time they are resolved quickly and efficiently.

Improved Employee Satisfaction: When employees don’t need to worry about whether or not their systems are working, they become more satisfied with their jobs and will be able to perform at their best.

More time for strategic tasks: By outsourcing your company’s IT systems, there is no need for employees to spend time on troubleshooting, that is, figuring out what is wrong and trying different solutions, or handling system updates. Employees can instead, focus on their jobs.

Better use of technology: MSPs can help your business get the most out of its technology as they’re able to teach you how to fully use your existing systems as well as keep your systems up-to-date with new updates that can help employees. As software continuously becomes more complex, underutilising features can mean missed opportunities for your business.

Reduced IT costs: Your business will no longer need to invest in expensive hardware and software updates and it will be easier to predict and manage your IT budget. This way, you can utilise your spending on other areas of business that will help your employees.

Increased competitiveness: Using an MSP ensures your business’ IT systems are on the same level as others. This software and hardware are usually included in your MSP’s cost. Something as simple as upgraded hard drives can make computers run faster and improve employee productivity.  

It might be helpful to ask your IT service provider for some tips on preventive measures for common IT problems which you can then share around your workplace to avoid unnecessary delays in the future as employees can fix issues themselves. This will also prevent many support tickets from being submitted. Most of us are more tech-savvy than we were a few years ago, so it’s a great idea to utilise your staff for smaller IT issues, even if it’s for something as minor as changing a printer ink cartridge.

Continuous training and performance support are crucial for staff, either about how to fix issues or about learning to navigate modern software applications. As reported in a 2019 study by Deloitte, comprehensive training leads to a 218 per cent higher revenue per employee, so don’t skimp on your investments in technological solutions that allow for staff training. Each time a staff member is hired, give them a lesson on the programs they will be using as well as a checklist of IT issues that your team has learned how to fix over the years. That way, they don’t have to then ask another employee and interrupt their momentum when a minor issue arises. Low productivity of one employee often has a domino effect on the entire team.

IT issues can cause significant problems that can affect employee and company productivity. These issues can lead to downtime, slow systems, data loss, Cyber Security breaches and an increase in support tickets. Companies should take steps to prevent IT issues by investing in modern IT infrastructure, regularly updating software and hardware, implementing Cyber Security measures and providing IT support to employees. By taking these steps, companies can ensure that their employees can work effectively, leading to increased productivity and success for the company.

Cybersecurity, IT Support, Managed IT Services

What type of security does my business need?

What type of security does my business need?

Let’s explore the differences between Information Security, Network Security and Cyber Security and why they are all important for your business’ safety.

As more companies digitalise their assets, they turn to security measures to protect themselves, and as the cybercrime landscape continues to evolve, so do these security measures.

IT Security is a broad term that encompasses different areas and is often used interchangeably with Cyber Security. The two are actually quite different. While these terms all focus on protecting your personal or business’ valuable assets, they approach the task from different angles.

Information Security

Information security is about protecting both physical and digital data from unauthorised access, use, modification, recording, disclosure or destruction. Information security is where your company should start when protecting itself and aims to keep all your company’s data secure. Network Security and Cyber Security are part of this that look at protecting only your digital data.

Broadly, Information Security risks include access, destruction and availability of data.

Network Security

Network Security protects the usability and integrity of your network and data using different hardware and software. This targets a variety of threats and stops them from entering or spreading on your network, typically by using virus protection and a firewall. It also secures data that is travelling across the network by terminals.

Network threats include viruses, worms and trojans, denial of service attacks and zero-day attacks.

Cyber Security

Cyber Security is the area of Information Security that deals with protecting your company’s digital assets on the cloud, networks, computers, mobile devices and the Internet of Things (IoT), as well as any other digital data your company has, from unauthorised access, attack or damage from digital attacks. Businesses can do this through a range of defence processes, technologies and practices. Cyber Security also encompasses incident response plans so you can contain the threat as quickly as possible and minimise any damage because, let’s face it, no security is perfect, especially with how fast attacks can occur and how complex they can be.

Cyberthreats include ransomware, social engineering, malware and phishing.

Where does your business stand?

Pretty much all businesses have Network Security, which is a great start, but unfortunately, it is no longer enough. If your business has data that cybercriminals want, they will get it and all it takes is one accidental click of a phishing link for your systems to be taken over.

Even if you believe your business will never be hit by a security breach, you must ensure your IT infrastructure is secured at all times as, according to Astra, nearly 43 per cent of cyberattacks are targeted at small to medium-sized enterprises. Of this, only 14 per cent are prepared to face an attack. From a business perspective, an attack exposes your company to fines, data losses and damage to your reputation.

With more and more of our lives moving online, we are increasingly vulnerable to cyberattacks that can compromise our personal information or even our financial security. It’s important to recognise that Network Security is just one part of a comprehensive Information Security and Cyber Security strategy, meaning you cannot simply rely on firewall and virus protection for your business as they aren’t enough to stop hackers from breaching your business.

Cyber Security is crucial to small and medium-sized enterprises (SMEs) for several reasons:

  • Limited resources: SMEs often have limited resources to devote to Cyber Security, making them more vulnerable to attacks. They may not have dedicated IT staff or the budget to invest in robust security measures.
  • High risk: SMEs are a prime target for cyberattacks because they often hold valuable customer data and financial information. Hackers know that SMEs may have weaker security measures in place, making them an easier target.
  • Reputational damage: A cyberattack can have a devastating impact on your business’ reputation. If sensitive customer data is compromised, it can erode trust and lead to a loss of business.
  • Legal and financial implications: SMEs may face legal and financial consequences if they are found to violate data privacy laws or regulations. They may also be subject to fines or legal action if they fail to adequately protect customer data.
  • Supply chain risks: SMEs may be part of a larger supply chain, and a breach at any point in the chain can have ripple effects throughout the network.
  • Continuous threats: Cyber threats are constantly evolving and small and medium-sized businesses may not have the resources to keep up with the latest security measures or invest in new technology.

It’s also important to recognise that Cyber Security is a constantly evolving field. As new technologies emerge and cyber threats become more sophisticated, staying up-to-date on the latest trends and best practices in Cyber Security is important. This might involve investing in training and education for your staff, as well as partnering with trusted Cyber Security experts to help you stay on top of emerging threats.

A great guideline to follow is the CIA Triad of Confidentiality, Integrity and Availability. These are crucial components of information security.

  • C – Confidentiality: ensuring information is inaccessible to unauthorised people, usually through encryption, IDs and passwords, two-factor authentication and other defence strategies.
  • I – Integrity: safeguarding information and systems from being modified by unauthorised people to make sure the protected data is accurate and trustworthy.
  • A – Availability: ensuring that authorised people have access to the information when needed, which means maintaining all systems, keeping them updated, and ensuring they’re regularly being backed to safeguard against disruptions or data loss.

When you start your company’s security plan, you’ll also want to create it alongside any governance frameworks established, such as Essential Eight defined by the Australian Cyber Security Centre (ACSC).

Your company must adopt a more holistic and integrated approach to security to encompass network, cloud and endpoint — detection and response — security. All these processes become quite complex and confusing, so it might be best to start outsourcing your IT systems and security to an external team, keeping in mind that many managed service providers are not specialised in Cyber Security, so you may have to use two separate companies or look for one that is both.

If you have one, ask your Managed Service Provider (MSP) if there are implementing any Cyber Security practices to protect your business, such as the Essential Eight framework recommended by the Australian Government. A proactive approach allows for early warning of potential threats and attacks which then allows the MSP to respond quickly to stop the attack before they cause any trouble.

How does Pronet help?

Pronet Technology is an MSP specialising in Cyber Security, which is one area that differentiates us from other managed service providers. Oftentimes, you find that these are two separate businesses, an MSP and Cyber Security specialist, and while these days MSPs might incorporate some Cyber Security practices in your business like two-factor authentication, our difference is that this field is something we have been working in for years.

We have the experience and knowledge to recommend your business tailored suggestions to improve your Cyber Security, without being ‘over-serviced’ with products and strategies you don’t need. As one of our new clients said about their Cyber Security:

“I think it’s something that without a doubt, it’s important, but for a company like ours, do we need to go to the extreme? No.”

Unfortunately, we have found that most companies are not well equipped for cyberattacks and are still not convinced of the importance of doing so. While they are aware of cybercrime, they are simply not prepared, with 90 per cent of attacks still being successful due to human error, according to My Business. With Pronet, you can be rest assured that you’re well protected for when a cyberattack happens, because let’s face it, they do, and no MSP should be promising that it won’t, and that your business operations are either unaffected or minimally affected when something occurs.

Being both an MSP and a Cyber Security company allows for seamless management of IT systems and means there is no unaccountability or miscommunication between two separate companies. Pronet ensures the problems get 100 per cent fixed as we’re dedicated to finding and eliminating the problem at the core. Due to the nature of Cyber Security, we also constantly monitor your systems so that threats are picked up before they happen.

It is incredibly important to recognise the difference between the different types of Information Security and the roles they play in protecting valuable assets. While Network Security is important, it’s just one part of a comprehensive Cyber Security strategy that encompasses all digital assets. By understanding the different types of security measures and how they work together, you can help ensure that your assets are protected from both physical and digital threats. So, take your Cyber Security seriously and invest in the necessary measures to keep your assets and information safe.

IT Support, Managed IT Services

Are MSP Contracts Flexible?

Are MSP Contracts Flexible?

Managed Service Provider contracts are a popular choice for businesses that want to outsource their IT needs. One question that often comes up when considering an MSP contract is whether they are flexible enough to meet the unique needs of your business.

The pandemic has driven the need for clients wanting flexibility and wanting to steer clear from long-term commitments. That doesn’t mean they don’t want long-term relationships with vendors, they do, they just want flexibility in the contracts.

As a business owner, you know that flexibility is key to success. Your business needs to be able to adapt to changing circumstances and your IT needs should be no different. MSP contracts are designed to be flexible, allowing you to customise your service plan to meet your specific needs.

MSPs no longer need multi-year service contracts in place, instead, what they are depending on is the length of their relationship with their clients. As a business, you’re looking to stick with your outsourced IT service provider for as long as possible as it can be a great hassle to search for and then switch providers. An MSP is relying on this so they should be giving you the level of service your company needs and helping your business grow. This is why they don’t need to lock you into long contracts as you should be willing to stay with them for as long as possible.

Long-term relationships are built on trust where you both share wins and work through losses. If your MSP is honest and willing to work with you on your challenges, you’re hardly going to up and leave for another IT provider. 

That being said, some MSPs offer month-to-month contracts while others offer longer, yearly or two-year plans paid monthly or yearly. Discuss this with the MSP you’re looking into if that’s a major concern for you. Keep in mind that you really don’t want to be changing managed service providers regularly.

Another way MSP contracts can be flexible is by offering a range of pricing models that might be valuable to different customers. A long-term contract might suit one business, but another might find value in a month-to-month, no-commitment type of contract that has a higher pricing point. An MSP might offer discounts for long-term contracts or even higher upfront costs with lower monthly fees. There are a range of ways that MSPs can be flexible with their pricing, so double-check with your MSP if they can tailor your plan to one that suits you.

One of the benefits of an MSP contract is that you can choose the level of service that best suits your business. Whether you need basic IT support or more advanced services like Cyber Security and cloud computing, an MSP can offer a range of options to meet your needs.

Additionally, MSP contracts can be tailored so that the services offered fit your budget. You don’t have to pay for services you don’t which means that you can get the services you need without breaking the bank. Take cloud computing services, for example. You could be offered cost-effective solutions like paying for what you use or the MSP scaling the price up or down when you need to work between public and private cloud services.

If you’re already working with an MSP, ask them if there are any new services they are now providing new customers that might now benefit your business.

MSP contracts also offer flexibility when it comes to scalability. As your business grows, your IT needs will likely grow as well, whether that be with more powerful software or hardware or with proactive Cyber Security practices that prevent your data from being stolen. MSP contracts are designed to be flexible enough to accommodate your changing needs, whether that means adding new services, upgrading existing services or scaling back services that are no longer necessary.

Another benefit of MSP contracts is that they can be customised to fit the unique needs of your business. MSPs are acutely aware of how different each business is and should not be offering a one-size-fits-all contract for each of their clients. They should work closely with your business to understand its needs and develop a customised service plan that meets those needs. This means that you can get the exact services you need to keep your business running smoothly. That also means being honest with you about services, software or hardware your business doesn’t need.

Keep in mind that you’re still working with another business so there will be negotiations, notice periods and levels of software and hardware they demand your business have, or eventually have, for them to want to work with you, but there are ways for your MSP to offer your business flexibility without compromising their business.

So, while an MSP might not offer flexibility in one area, it might provide your business with the flexibility you’re after in another. How do you get that? Ask. As mentioned, MSPs depend on building long-term relationships with their clients, so see how they can tailor their services to your business, while also keeping in mind they can’t compromise on everything as, they too, are a business.

MSP contracts are incredibly flexible and can be tailored to meet the unique needs of your business. Whether you need basic IT support or more advanced services, MSPs can offer a range of options to meet your needs. And with the ability to customise your contract to fit your budget, scalability and unique needs, an MSP is an excellent choice for any business looking to outsource its IT needs. Don’t hesitate to explore your options and find the MSP that is right for you!

Cybersecurity, Essential Eight

Does Essential Eight Impact my Business?

Does Essential Eight Impact my Business?

As a business owner or IT professional, you may have heard about Essential Eight, a set of Cyber Security strategies introduced by the Australian Cyber Security Centre (ACSC) to help organisations protect themselves against cyberattacks. But you might be wondering, does the government’s recommendation of implementing Essential Eight affect my business? In this blog post, we will explore what Essential Eight is and whether it is relevant to your business.

What is Essential Eight?

Essential Eight is a set of eight Cyber Security strategies that the ACSC has identified as essential for organisations to protect themselves against cyberattacks. It was developed to help companies comply with Cyber Security laws, legislations and regulations. The strategies cover a range of security controls that should be implemented to mitigate against the most common cyber threats. Essential Eight is not a prescriptive set of rules, but rather a framework that organisations can use to identify and prioritise their security needs.

The eight strategies are:

  1. Application control
  2. Patching applications
  3. Configure Microsoft Office macro settings
  4. User application hardening
  5. Restricting administrative privileges
  6. Patch operating systems
  7. Multi-factor authentication
  8. Daily backups

Each strategy is designed to address a different aspect of Cyber Security and should be implemented according to the specific needs of your organisation.

By assessing your business against Essential Eight, your compliance with the strategies is measured in terms of its ‘Maturity Level,’ which ranges from zero to three.

Will Essential Eight impact my business?

Currently, Essential Eight is simply recommended guidelines for businesses to measure their Cyber Security maturity against and to give them steps to take to improve their position. We believe this recommendation will soon turn into a mandate, hence why it is something we push our new clients to adopt when we begin working with them. As an MSP that specialises in Cyber Security, these types of strategies are ones we implement anyway, but since they are now strongly recommended by the government, we try to show our clients, and any potential clients, the importance of seriously taking the time to invest in Cyber Security and to educate their staff about security methods.

For now, will Essential Eight affect your business? The short answer is yes. Even though it is only recommended, it’s recommended for a reason. With harsh penalties for businesses that fall victim to cyberattacks, it would be illogical not to start bringing Cyber Security measures into your company. The framework is centred around preventing attacks, limiting the impact of attacks and data availability, which are issues all businesses should be concerned about.

Insurance companies are now starting to mandate certain security measures, which are part of the Essential Eight, and without these measures, your insurance company will not pay you when a claim is made. Or, the insurance company will not renew your Cyber Security coverage. What we also notice is that many small businesses fill out their insurance questionnaire without consulting the right IT people, which often leads to incorrectly stated responses to some of the Cyber Security questions. In cases like these, while a Cyber Security policy is taken out, in the unfortunate event when the small business is attacked and compromised, the insurance company will not honour the covers.

Implementing Essential Eight will require time and resources from your organisation, however, the long-term benefits of implementing these strategies can far outweigh the initial investment.

By implementing Essential Eight, you can:

  1. Improve your Cyber Security posture: Implementing the Essential Eight can help improve your organisation’s Cyber Security posture, making it more difficult for cybercriminals to breach your network.
  2. Reduce the likelihood of a data breach: The Essential Eight strategies are designed to protect against the most common cyber threats, reducing the likelihood of a successful attack.
  3. Save money in the long run: The cost of a data breach can be significant, both in terms of financial costs and damage to your organisation’s reputation. By implementing Essential Eight, you can reduce the likelihood of a data breach, potentially saving your organisation significant costs in the long run.
  4. Privileged Access Management (PAM): By implementing Essential Eight, you thereby place administrative restrictions on applications, operating systems and devices on a user-by-user basis which allows for increased data security, increased control over operations, reduced risks stemming from human error, reduced cost due no more over expenditure on materials and resources and greater insight into how applications, systems and devices are used.
  5. Meet compliance requirements: Many regulatory requirements, such as the Australian Privacy Act 1988, require organisations to implement reasonable measures to protect personal information. Implementing Essential Eight can help your organisation meet these compliance requirements.

Challenges to implementing Essential Eight

While implementing Essential Eight can provide significant benefits, it is not without its challenges. Some of these include:

  1. Lack of resources: Implementing Essential Eight can require significant time and resources, which can be a challenge for small and medium-sized organisations.
  2. Complexity: Some of the Essential Eight strategies, such as application whitelisting and multi-factor authentication, can be complex to implement and manage.
  3. Resistance to change: Introducing new security measures can sometimes be met with resistance from employees who may see the measures as an inconvenience.
  4. Lack of understanding: Some organisations may not fully understand the risks posed by cyber threats and may not see the need for implementing Essential Eight.

Essential Eight is a set of Cyber Security strategies designed to help organisations protect themselves against cyberattacks. While implementing Essential Eight can require time and resources, the long-term benefits of improved Cyber Security posture and reduced likelihood of data breaches can far outweigh the initial investment. By implementing Essential Eight, businesses can better protect themselves against the most common cyber threats and meet regulatory compliance requirements. However, challenges such as lack of resources, complexity, resistance to change and lack of understanding can make implementing Essential Eight a challenge for some organisations.

IT Support, Managed IT Services, MSP

How long does it take to switch MSPs?

How long does it take to switch MSPs?

If this is the post you’re reading, you’re probably already with an MSP, so you know what one is. Essentially, a managed service provider is a company that handles all your IT needs for you, providing your business with all the IT expertise and support you need to keep running your business.

MSPs have a magnitude of features on offer, such as remote monitoring of your systems, regular back-ups of your data as well as protection of this data, cloud computing integration, network and infrastructure management, antivirus protection and if your MSP specialises in Cyber Security like Pronet Technology, then this is included too.

Handing the responsibility of your IT systems over to an MSP has many benefits for organisations. It enables you to focus on the day-to-day running of your business, on new projects and future growth without worrying about your IT systems and how they might hinder your efforts.

We have already written a post detailing when to consider switching your MSP (read here), but you might be confused and even wary about the change due to how long it will take to transition. Let us tell you this: the transition itself is barely any time at all and the MSP will ensure it’s a smooth transition.

Switching Managed Service Providers (MSPs) can be daunting for any business, but it doesn’t have to be a painful process. The length of time it takes to switch MSPs can vary depending on several factors, including the size of your business, the complexity of your IT infrastructure and the quality of your current MSP’s services.

Here’s what you can expect when switching MSPs:

Evaluation and Research (weeks to months)

Before making the switch, you must evaluate your current MSP’s services and research potential new MSPs. This can take several weeks or even months, depending on how thorough you want to be in your research. Read this article to learn how to find a good MSP for you.

You’ll need to review your current contract for what steps to take when ending the relationship as well as any costs associated with this. You need to assess your IT infrastructure to determine which of it is actually owned by you and determine your specific needs.

Selection Process (several weeks)

Once you’ve evaluated your current MSP and researched potential new ones, you’ll need to go through a selection process. This involves reaching out to potential MSPs, discussing your needs with them and requesting proposals. It can take several weeks to receive proposals and review them. Read out post about what to look for in an MSP here.

Once you have chosen an MSP, your business undergoes an initial assessment by the provider. This can take one to two days, but basically, the MSP will go through your systems to determine exactly what they need to do going forward, such as determine where they need to take over from the old MSP, how systems and hardware they will need to implement and where your business needs to improve. This allows them to also ensure you’re aware of all costs involved and what switching will entail. They will also inform you of any critical, important and minor risks they believe you must implement for them to work with you. After this, you are given the option to back out if you so wish. During this time, as a business, you get a sense of whether the MSP is right for you.

Now that you’ve selected your MSP and have signed the contract, it’s time to give your current provider a 30-day notice period, or however long is listed in the contract. Even if you have an unstable relationship with them, they are still a business and need time to transition. This gives the old MSP time to remove all its hardware and permissions from your business so that they no longer have any remote access to your systems.

Onboarding Process (a day to a month)

The actual onboarding process from your old MSP to your new one, depending on your company’s size, can take between a day and a month, but generally no more than a week. This is quite a seamless, smooth-sailing transition for your business as the MSP takes care of everything for you. They will often take control of any passwords, service subscriptions, cloud applications and systems and the length of time this takes depends on the amount of data you have and the complexity of your systems. They will need to make sure backups are going to them instead of the old MSP and set up remote access to be able to monitor your systems for any threats that arise.

MSPs will generally make sure the transition has as little impact on your business as possible, with the two companies coordinating with each other. There have been cases of the old MSP being quite uncooperative during this time, though, so keep that in mind.

Transition Process (up to a month)

After onboarding, the MSP will work with you to ensure you fix the critical risks within your business, ones they pointed out in their initial assessment, and they usually require these to be fixed within a week to a month. For any important issues, they will generally give you a quarter or two to fix and then for any minor issues, they will suggest you change these within 12 months, if ever.

In terms of the ‘training’ usually given, this is simply giving your staff information about how to contact the MSP if something arises. Businesses generally aren’t looking to change their software during a change of MSP, so there isn’t usually much training involved.

If you’re truly desperate for an MSP, you can sign a contract and have them all set up the next day, but the process of choosing a managed service provider should be tailored specifically for your business needs. Determine what you need in a provider and whether they are right for you. For example, if you’re a small or medium-sized business, a large, enterprise-level MSP might not be right for you and vice versa.

For a business, the entire switch of an MSP can take months but the actual onboarding process of an MSP can take anywhere from a day or two for smaller businesses to up to a month for larger ones, but generally, it takes about a week or two. It’s important to take the time to evaluate your current MSP, research potential new ones and go through a thorough selection process. Don’t let the time it takes deter you from taking the time and effort as switching MSPs can be well worth it in the long run if you find an MSP that is a better fit for your business needs. Remember to communicate effectively with your new MSP throughout the process and be patient as they work to transition your systems.

Your IT systems can make or break your business, so make sure you have a great MSP managing and monitoring them.

IT Support

How to incorporate IT concerns into risk management

How to incorporate IT concerns into risk management

Incorporating IT concerns into your company’s risk management strategy is essential to protecting your assets and minimising potential losses. Here are some steps to incorporate IT concerns into your risk management:

Identify

The first step is to identify your company’s top IT risks that could impact your business operations, such as data breaches, hardware failure and cyberattacks. We published a blog post detailing some of the top concerns of small and medium-sized businesses earlier this week, so brainstorm with your stakeholders as well as your Managed Service Provider what these are, then read our post to see if you’re missing anything. You can read that post here.

Other than this, you will want to identify IT use within your business. This includes internet banking, taxation, cloud hosting services, online stores and apps, social media, Point of Sale (POP), VOIP (Voice over Internet), NBN, mobile phones and computers. This helps you fully outline and visualise the amount of IT your organisation is truly reliant on as well as realise just how easily the risk of serious IT failure can impact your business’ trading.

Part of your risk management processes should be assessing the likelihood of these IT concerns occurring as well as the potential impacts they would have on your business operations, revenue and reputation. This helps you prioritise your efforts and resources to address the most critical IT risks.

If you have one, contact your IT provider

Once you’ve identified those, ask your IT provider about the strategies they have in place to prevent these risks from happening. If they don’t have anything or only have limited processes, you might want to discuss the reasons why this is and if you are not satisfied with their response, look at switching providers. When cyberattacks can cause your company to be in breach of The Privacy Act and when the Australian Government is likely to mandate strategies like the Essential Eight being implemented into businesses, it’s on you to ensure you’re well protected.

If you don’t have one, get an MSP

We have written articles about why an MSP is essential to your business, so make sure to read those if you don’t have one. When signing with an MSP, they set up practical IT risk management systems within your business. These include securing computers, servers and wireless networks, using anti-virus and anti-spyware protection and firewalls, updating software to the latest versions, using data backups, securing your passwords, implementing two-factor authentication, training staff in IT policies and procedures, using Secure Socket Layer (SSL) on websites and helping you understand the legal obligations for your business. 

Your business needs to ensure you have risk mitigation strategies in place to address the IT risks you have identified, and this should be in collaboration with your IT service provider. The Essential Eight strategies can become incredibly helpful in this stage as they detail a framework for your business to follow that is comprehensive and will keep your company safe.

The Prevention, Preparedness, Response, Recovery (PPRR) risk management model helps you identify risks to include in your business’ policies and procedures. You can implement policies such as the policy for use of software, bring your own device policy and information technology security policy, which gives staff something to follow to reduce or prevent IT risks.

Insure your business against IT risks

While strategies put in place are to prevent IT risks, there is always a chance that they will still happen and unfortunately, with so many variables outside your control, it’s no longer a matter of if, but when. This is why business insurance may provide another way to reduce risk to your business. It can help reduce company costs that could have you closing your business or paying a large amount of money. You might want to look into Business Interruption, Electronic Breakdown, IT Liability or Cyber Insurance.  

Monitoring and Reviews

Your MSP should then be regularly monitoring and reviewing these IT risks to ensure that the risk mitigation strategies that were put in place are effective and up-to-date. This may involve conducting vulnerability assessments, penetration testing and reviewing incident response plans. Don’t just leave this all to the MSP though, as when you receive your reports from the provider, make sure you are also going over these thoroughly to ensure that you are receiving the level of service from the provider that you agreed to and that you are satisfied that the risks are being properly monitored.

Communication

Communicate IT risks and risk management strategies with relevant stakeholders, such as employees, customers, partners and investors. If need be, involve your IT service provider in these meetings so that everyone is on board and so that you are both achieving the longevity goals you have set. This helps to build trust and demonstrate that your business takes IT risks seriously. You can even hold cyber security training for new staff and update staff and training manuals when new risks are introduced through meetings or company newsletters.

All in all, it’s important that, as a business, you continuously improve your IT risk management approach by learning from past incidents and industry best practices. This helps to ensure that your business remains resilient to new and emerging IT risks.

By incorporating IT concerns into risk management, businesses can ensure that their IT infrastructure is secure, reliable and efficient, reducing the likelihood of IT-related incidents and minimising their impact when they do occur. Like it or not, it’s technology, so something will likely occur, but risk management strategies ensure that your business is not damaged when it does.

IT Support

The Top IT Concerns of SMEs

The Top IT Concerns of SMEs

Have you ever asked yourself, ‘What are the top IT concerns I should be worried about for my business?’ Small and medium-sized enterprises (SMEs) face a variety of IT concerns that can impact their operations, productivity and longevity of the company. If you’re growing your business or are at the stage of risk reduction planning, here are some of the top IT concerns we have found that SMEs face.

Cyber Security

If you watch the news or have heard about the data breaches of Optus, Latitude, Medibank, Crown and Meriton, you should understand why Cyber Security is such an issue you need to start becoming proactive about. Cyberattacks can be devastating for your business, resulting in data breaches, financial losses and damage to your reputation. If future customers find out your company has had a security breach, and then you handled it poorly, quite frankly, why would they choose your business over another? SMEs must have a comprehensive Cyber Security strategy that includes employee training, firewalls, antivirus software, data encryption, regular backups and an array of cybersecurity measures.

Data Management

Small and medium-sized businesses generate and handle large amounts of data, which can be difficult to manage and secure. Ensuring the integrity and availability of data is crucial to maintaining business operations. Data loss can occur due to a variety of reasons, such as natural disasters, hardware failure or cyberattacks. SMEs should have a reliable data backup and disaster recovery plan in place to minimise downtime and data loss.

Cloud Computing

Many businesses are turning to cloud computing to reduce costs and improve efficiency. Moving data to the cloud can also introduce new security risks and challenges. Cloud computing can provide SMEs with greater flexibility, scalability and cost savings, however, it’s essential to choose a reputable cloud provider and implement strong security measures to protect sensitive data. So, if you’re company has this in the plans, make sure to choose an IT service provider who is knowledgeable in moving your business to the cloud.

IT Infrastructure

SMEs may not have the resources to invest in robust IT infrastructure, which can lead to slow systems, downtime and lost productivity. Your company needs to ensure your IT infrastructure is up to date and can support your business needs. This includes hardware such as servers and routers as well as software such as operating systems, productivity tools and Cyber Security solutions.

Bring Your Own Device

Many companies allow employees to use their personal devices for work, which can increase productivity but also pose security risks. SMEs should have a clear personal device policy that includes security measures such as device management, data encryption and access controls. If devices are needed in your business, consider purchasing work-specific devices to monitor what is accessed and to reduce the risk of malware infecting your business.

IT Support

Like most small to medium-sized companies, your business may not have dedicated IT staff, which can make it difficult to provide adequate support and troubleshooting for technical issues. You might even have a full-time employee but are finding they don’t have the knowledge to fix the issue at hand.

One of our clients described an issue they had like:

“It was almost like an insurmountable mountain we had and nobody could even work their way around how we were going to work our way out of it.”

As a business owner, you’re an expert in your field and just want to get on with your business. There’s a high chance you have no idea how your IT and computers function but you just want them to work, so having the added stress of IT issues without adequate support is a major concern that you need to address.

Compliance

SMEs must comply with a variety of regulations, including data privacy laws and industry-specific requirements and meeting these standards can be challenging without proper resources and expertise.

SMEs need to comply with regulations, both national and international in our globalised world, such as the General Data Protection Regulation (GDPR), Payment Card Industry Data Security Standard (PCI DSS) and The Privacy Act. Failure to comply with these regulations can result in huge fines and can damage the business’ reputation.

Remote Work

The COVID-19 pandemic has accelerated the trend of remote work, requiring businesses to provide secure remote access to their systems and data. This includes implementing secure virtual private networks (VPNs), two-factor authentication and other security measures. Without proper knowledge and support, this can be incredibly confusing to set up and issues can, and do, quickly arise.

Technology Obsolescence

Technology evolves rapidly and your business may struggle to keep up with the latest advancements. Outdated technology can lead to compatibility issues, security vulnerabilities and reduced productivity working with slower, clunky tech. A key concern might surround learning how new applications and software work, but if you were guaranteed that it would boost your company’s output, you would switch in a heartbeat.

Overall, as a business owner, manager or stakeholder in a business, it has become crucial to prioritise IT concerns to ensure the security, efficiency and success of your business operations. Seeking expert advice and investing in robust technology solutions can help you overcome these challenges and stay ahead of the curve. Working with a reputable and knowledgeable Managed Service Provider (MSP) can give you the peace of mind that these concerns are well taken care of.

IT Support, Managed IT Services

How to find a good MSP for me?

How to find a good MSP for me?

While as a business owner or decision-maker in your business, you might not have the time to conduct thorough research on Managed Service providers (MSPs) near you, it’s a good idea that someone does, and does it thoroughly, as this is a company that will be maintaining your IT systems and working with you for years to come.

You’re going to want to know exactly who you’re working with, such as their service and their features, as well as how these features benefit you.

When passing on the task to someone, make sure you give them a list of exactly what you’re after, whether that be working with local providers only, whether you need 24/7 support and whether they are knowledgeable in the systems you use to run your business.

From there, you’re going to want to find out what sets them apart from others. This might not be any specific feature, as MSPs generally offer the same package, but there will often be something. Keep in mind that there are features that some providers will advertise boldly that all MSPs have, such as that they’re Microsoft Certified. Some will also feature an ‘award’ on their homepage, but this often isn’t a nationally given award, simply one given by someone or a business in the industry who has done a thorough review of all MSAs. They’re a good indication it’s a great MSP, but keep in mind that it’s generally not a regulated award.

A feature that might separate an MSP from others could be that they specialise in Cyber Security, as many MSPs only have limited Cyber Security measures in place and require your business to work with a separate company for those issues. Security and Cyber Security are two separate topics and many businesses confuse them as the same. Security mainly focuses on virus protection and firewalls, whereas Cyber Security digs deeper with Two-Factor Authentication and surveillance systems, among other things. With Cyber Security constantly evolving, your business must be up-to-date on the latest trends and practices in the field.  

It’s also important that the MSP you’re searching for is knowledgeable in your industry and your systems. While they won’t be experts in your systems, such as in SAP or Microsoft Dynamics, they should be familiar with them so that they can be the middle-man between the vendor and your company when something goes wrong with the system. You cannot expect the MSP to configure the entire system to your business though, that’s the role of the software vendor and, unfortunately, an expensive role. The MSP should be used to working with clients of your size too, as working with a large MSP as a smaller business, you might find that you’re pushed aside in favour of their larger, more profitable clients.

Market Research

Once you know what you want from an MSP, it’s time to do some market research.

During a conversation with a client, we started talking about how to find a company that you can trust and they said:

“Like most things, you go by recommendation. That’s always the first one. So, if you can’t go by recommendation, then you want to go by, ‘Who’s this company dealing with and what are they saying?’”

If you’re recommended an MSP, that’s always a great start, but when you’re not, it’s hard to find out who to trust, especially with possible fake reviews online. That being said, the place to start with is reviews as you can generally tell through reading when a review has been manufactured. Read what you can find on Google and CloudTango and then read through the company’s reviews and comments on their social media pages like Instagram, Facebook, LinkedIn and Twitter. An MSP will often have case studies or client reviews on its website to give proof of its track record too, so the clients can give you an understanding of what to expect. If you like, feel free to give the company a call to learn about their experience with the MSP.

Join Facebook, Reddit and Discord groups to see what people are saying about the MSP as well as who they are recommending in your area. While not always the case when it comes to business, many people don’t let their full opinions known about a product or service. It’s only when they’re anonymous or feeling comfortable that they can reveal their deeper inconveniences or desires, so browsing forum groups will often tell you these opinions. Even search on Quora or read through blog posts about the pros and cons of certain MSPs so that you’re adequately informed before you make your decision. 

Contact MSPs

Once you have settled on a few MSPs to sit down with, you should have a list of questions to ask them that will help you narrow down your choice. We’ve written an article about questions to ask when switching IT service providers, so have a read of that to get an idea of some questions. Find the article here. The post also details what to look for when searching for an MSP, such as responsiveness, proactivity and communication.

We hope this has given you an understanding of where to start when searching for an MSP for your business. It can be an incredibly daunting and frustrating process, as well as one that you probably don’t have time for. By now, though, you should know why it’s crucial to have a good MSP working with your business because as your business grows, so does your IT, and that IT needs to be managed efficiently. Feel free to read through the other blog posts on our website to learn of the risks posed to your business if your systems are not managed sufficiently as that might be just the push you need to get started in your search.  

Cybersecurity, IT Support, Managed IT Services

The 10 Disaster Planning Essentials For Small to Medium-Sized Enterprises

The 10 Disaster Planning Essentials For Small to Medium-Sized Enterprises

If your data is important to your SME and you can’t afford to have your business halted for days, or even weeks, due to data loss or corruption, then you need to read this report and act on the information shared. A disaster can happen at any time and is likely to occur at the most inconvenient time. If you aren’t already prepared, you run the risk of having the disaster occurring before you have a plan in to handle it. This post outlines 10 things you, as a business owner of, say, 20 to 80 computers, should have in place to make sure your business is up and running again in the event of something going wrong.

Have a written plan

As simple as it may sound, just thinking through in advance about what needs to happen if your server has a meltdown or a natural disaster wipes out your office, will go a long way in getting your business back up and running fast. At a minimum, the plan should contain details on what risks could happen and a step-by-step process of what to do, who should do it and how. Also include contact information for various providers and username and password information for various key websites.

Writing this plan will also allow you to think about what you need to budget for backup, maintenance and disaster recovery. If you can’t afford to have your network down for more than a few hours, then you need a plan that you can follow so that you can get back up and running within that time frame. You may want the ability to virtualise your server, essentially allowing the office to run off of the virtualised server while the real server is repaired. If you can afford to be down for a couple of days, there are cheaper options. Once written, print out some copies to store in a fireproof safe, off-site at your home and with your IT consultant.

Hire a trusted professional to help you

Trying to recover your data after a disaster without professional help is business suicide; one misstep during the recovery process can result in forever losing your data or result in weeks of downtime. Make sure you work with someone who has experience in both setting up business contingency plans (so you have a good framework from which you can restore your network) and experience in data recovery. If you have a Managed Service Provider, an MSP, ensure they have experience in these areas.

Have a communications plan

If something should happen where employees couldn’t access your office, e-mail or use the phones, how should they communicate with you? Make sure your plan includes this information including multiple communications methods.

Automate your backups

If backing up your data depends on a human being doing something, it’s flawed. The #1 cause of data loss is human error, such as people not swapping out tapes properly, someone not setting up the backup to run properly, etc. Always automate your backups so they run like clockwork.

Have an offsite backup of your data

Always, always, always maintain a recent copy of your data off-site, on a different server or on a storage device. Onsite backups are good, but they won’t help you if they get stolen, flooded, burned or hacked along with your server.

Have remote access and management of your network

Not only will this allow you and your staff to keep working if you can’t go into your office, but you’ll love the convenience it offers. Plus, your IT staff or an IT consultant like an MSP should be able to access your network remotely in the event of an emergency or for routine maintenance. Make sure they can.

Image your server

Having a copy of your data off-site is good, but keep in mind that all that information has to be restored someplace to be of any use. If you don’t have all the software disks and licenses, it could take days to reinstate your applications, like Microsoft Office, your database, accounting software, etc., even though your data may be readily available. Imaging your server is similar to making an exact replica; that replica can then be directly copied to another server saving an enormous amount of time and money in getting your network back. Best of all, you don’t have to worry about losing your preferences, configurations or favourites. To find out more about this type of backup, ask your IT professional.

Network documentation

Network documentation is simply a blueprint of the software, data, systems and hardware you have in your company’s network. Your IT manager or IT service provider should put this together for you. This will make the job of restoring your network faster, easier and cheaper. It also speeds up the process of everyday repairs on your network since the technicians don’t have to spend time figuring out where things are located and how they are configured. Finally, should disaster strike, you have documentation for insurance claims of exactly what you lost. Again, have your IT professional document this and keep a printed copy with your disaster recovery plan.

Maintain Your System

One of the most important ways to reduce risk to your business is by maintaining the security of your network. While fires, floods, theft and natural disasters are certainly a threat, you are much more likely to experience downtime and data loss due to a virus, worm or hacker attack. That’s why it’s critical to keep your network patched, secure and up-to-date. Additionally, monitor hardware for deterioration and software for corruption. This is another overlooked threat that can wipe you out. Make sure you replace or repair aging software or hardware to avoid this problem.

Test, test, test!

A study conducted in October 2007 by Forrester Research and the Disaster Recovery Journal found that 50 per cent of companies test their disaster recovery plan just once a year, while 14 per cent never test. If you are going to go through the trouble of setting up a plan, then at least hire an IT pro to run a test once a month to make sure your backups are working and your system is secure. After all, the worst time to test your parachute is after you’ve jumped out of the plane.

Want help in implementing these 10 essentials? Call us on the number above to discuss how we can tailor a plan that suits your individual business needs.