Trust, Transparency: What End-Users Want from their Providers!

The Panel

Ed FerraraPrincipal Research Analyst

Security & Risk

Forrester Research

eferrara@forrester.com

Twitter: @eferrara

Michael CoreyCEO

Ntirety

Cody GriffinCPA, CITP, CISA

Risk Assurance Services Partner

Frost, PLLC

Peter Kujawa

President - Locknet Division

Locknet - A Division of EO Johnson

The Issue

• Our industry is built on the trusted relationship. • How do we:

Earn trust? Prove trust? Deal with those situations where trust is abused?

Trust

• How can MSPs develop trust for new customers?• If trust is necessary for managed services, how can new

customers ever choose safely?• What are customers top concern?

Data security? Compliance? Privacy? Is this true for cloud? How about managed services?

• How do service providers address these concerns?

Transparency

• What does it mean to be transparent? Security Perspective? Operations Perspective?

• Can MSPs provide transparency without being forced to? Should we?

Market Forces? Regulatory Forces?

• How do customers choose a provider without transparency?

• What do customers want to see from their MSPs?

SLA Transparency

• SLAs codify trust and transparency? But do they really? What works better?

• What impact does this have on contract renewal?

Trust but verify!

• What does it mean to Trust but Verify? Qualifying through existing customers? Auditing and Assessment?

• Manage the relationship after the SLA is signed• Ensuring their MSP does the job, and having good

oversight of the MSP (by the customer)

Conclusions

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