Last year, we wanted to hear from you about your wins, losses, and what didn’t go according to plan. We highlight what we learned during our recent networking webinar and share stories from MSPs, integrators, and IT specialists, emphasizing the lessons learned. Whether handling cybersecurity or wanting better network control, these stories can help you avoid common challenges or prompt you to adopt new industry trends.
The Good: Success Stories from IT Pros
Here are four success stories from last year.
1) Starting a business with a Trusted Partner
Starting an MSP with a friend who used to work at another MSP.
Javier G., MSP
Building a business with someone who shares your experience can help avoid common startup challenges. Trust is the cornerstone of such a partnership. Working with someone with a solid tech background and a shared vision can help you trust each other. Additionally, this means fewer mistakes and faster growth.
| A Domotz Tip: |
| Adopt Domotz as your network monitoring and management friend for success. It will give you full-context visibility into your client’s IT infrastructure, eliminating blind spots and empowering you to deliver exceptional service while scaling your business efficiently. |
2) Impressive Security Practices by Clients
We were upgrading the AV system for a church. I needed access to the network and was very impressed to find out that their IT guy was using encrypted email and a password manager.
Integrator
Best practices for better security hygiene are essential. Encryption and password management are becoming a standard, no matter the company size, due to the rise of remote work and the increasing number of cyber threats.
| A Domotz Tip: |
| Security starts with visibility. Domotz can help your team track all devices, identify network anomalies, and understand their security posture in real time. With customizable alerts and remote troubleshooting capabilities, Domotz helps you stay proactive, alerting you to potential security issues before they become significant problems. |
3) Upgrading Network Infrastructure for Growth
Helping a client migrate from a 10/100 base network to fiber and gig-based infrastructure.
Donald H., MSP
We observe a rapid shift to gigabit and fiber-based networks. This upgrade allowed Donald’s client to future-proof their network and scale more efficiently. When we demonstrate that an upgrade can enable faster data processing and lower latency, clients can see a case for adapting to meet the growing demand for high-bandwidth applications.
| A Domotz Tip: |
| Transitioning to fiber and gigabit infrastructure requires clear, full-context visibility into network performance. Domotz allows you to monitor network assets in real time, ensuring that the upgrade process is smooth and that no critical assets are overlooked. Remote troubleshooting capabilities make resolving issues fast and easy, reducing downtime and ensuring a seamless transition for clients. |
4) Streamlining Network Documentation with Automation
Leveraging the Domotz API to streamline and automate network documentation, I have developed scripts that integrate switch port data with Domotz client information.
Denis S., MSP
Denis leveraged the DomotzAPI to reduce the risk of human error. He found ways to simplify processes to save time and reduce errors for repetitive tasks. In fact, network documentation, monitoring, and reporting are great candidates for MSP automation.
| A Domotz Tip: |
| Domotz can help you automate many of the manual processes that take up valuable time, such as network documentation. Domotz is integrated with major documentation and data aggregation platforms. What’s more, we provide pre-configured SNMP templates and ready-to-use custom scripts that can help you automate faster and more easily. Here some tips about MSP automation. |
The Bad: Lessons Learned the Hard Way
1) Invoice Hijacking and the Importance of Cybersecurity
We were not at fault as the change happened in the client’s email, thankfully. Hope the client got the money from their insurance company.
Randell A., Internal IT
Randell shared a story of a client invoice being hijacked and the payment altered after being sent via email. The situation required forensic investigations, insurance claims, and legal involvement.
Email security is crucial – particularly for financial transactions. Encourage clients to implement two-factor authentication (2FA) and use secure payment channels to prevent invoice fraud.
| A Domotz Tip: |
| Domotz provides Two Factor Authentication and SSO/SAML authentication, and customizable alerts. Use them to be immediately notified if there are unauthorized changes or suspicious activities to prevent issues before they escalate. |
2) The Misunderstanding That Led to Downtime
John B., an MSP, recalled a frustrating incident where they had a client whose server went down. They thought it was something I did an hour prior. Turns out that as their office was being repainted the painters unplugged the server network cables so they could paint the wall plate.
John B., MSP
Proactive planning is key. You can help clients plan for the potential consequences of any physical changes in the office setup, like renovations or construction, that may affect IT systems. Suitable signage, labeling, and documentation can help prevent these issues.
| A Domotz Tip: |
| With Domotz, your team can proactively monitor network topology and ensure that all devices are connected properly, even during office changes. Remote power management ensures that if a device is disconnected or misconfigured, you’ll be alerted immediately, helping to prevent downtime. |
3) Waiting for AI Integration in Products
We’ve eagerly anticipated AI to be built into products for years.
Antonio G., an MSP
Antonio expressed frustration with the absence of AI-powered features in certain products.
AI is becoming essential in IT operations, and clients will soon expect more automated solutions. Therefore, AI integration is becoming a key differentiator for MSPs. Many vendors acknowledge the buzz and the sexiness behind branding products as AI-powered. Some, however, prematurely promote AI integration, not disclosing an early beta that isn’t applicable or useful yet, which can also be frustrating.
| A Domotz tip: |
| While we can’t reveal anything about AI and Domotz just yet, we can say that Domotz already makes your life easier with robust network monitoring and management. With a wide range of integrations, it helps you stay in control and streamline your operations effortlessly. Stay tuned! |
The Ugly: What Can Go Horribly Wrong
1) The Perennial Pain of Printers
Trenton sums up his frustration with one word:
Printers.
Trenton K., an internal IT professional
Printers are notoriously unreliable. A fact we’re all too familiar with. However, cloud-based printing solutions are a good option for some companies. In environments where printing is a critical function, the reliability they provide can bring relief to IT professionals.
| A Domotz tip: |
| You can use Domotz to monitor printer performance remotely. You’ll get real-time insights and customizable alerts for issues like low ink or paper jams. Proactive monitoring can prevent printer problems from disrupting service and save valuable time by addressing issues before they affect productivity. Learn more about printer monitoring with Domotz. |
2) Stolen Hardware with No Insurance Coverage
Client bought $8k of network hardware that was stolen from their site 2 days before the scheduled installation. And they had NO insurance coverage.
Donald H., MSP
IT hardware is often high-value. Without proper insurance coverage, it can become a significant financial risk. You better plan to invest some money in insurance recommendations and consultations, primarily when clients invest in expensive equipment.
| A Domotz Tip: |
| With Domotz’s full infrastructure inventory, you can track all of your clients’ hardware remotely. By integrating network topology and device identification, you ensure that assets are accounted for at all times, reducing the risk of loss and allowing you to track devices, even during installation or transport, quickly. |
Conclusion
Lastly, we share the shout-out made by Wayne K., Internal IT:
Highlight of 2024 – Finding Domotz and instantly making life as a small internal team easier and more productive!
Wayne K., Internal IT
Every IT professional, especially when at the stage of “knowing just enough to be dangerous,” has their fair share of good, bad, and ugly experiences.
From the glee of finding practical solutions to the gloom of making costly mistakes, we’ve all been there. But amidst the chaos and complexity of managing IT systems, one thing remains good advice. Control your network – don’t let it control you!
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