Everyday Run State: Pro Edition

Over the past few months, I’ve been gathering feedback from readers who wanted more: more actionable templates, more tool recommendations, and more real-world insights from the field. So, the Pro Edition is getting an upgrade - a cleaner layout that makes it easier to jump straight to what’s most useful for you:

• Free downloads you can use right away

• Tool spotlights worth testing in your stack

• Trends shaping MSP and Pro AV operations right now

And to kick off the new format, I’ve invited someone special to join me: Dean Sanderson.

Dean and I have collaborated on a number of projects, and he’s an amazing resource for MSP best practices, especially on the Service Side. He’s been running his own industry survey on what’s working (and what’s not) inside MSP businesses and brings a grounded, front-line perspective that perfectly complements the systems and process side I focus on.

Free Downloads/ Resources

This Month’s Download: RMA Process Template

If you’ve ever struggled with how to handle RMAs, especially when vendors, warehouses, and ticketing systems all have their own timelines, this one’s for you.

This template walks through each step of a standardized RMA workflow, from initiation to tracking and closure, including:

• Common RMA types (Advance Replacement, Repair & Return, Credit)

• Key departments involved and their handoffs

• Metrics worth tracking to prevent inventory write-offs

→ Download the Free RMA Process Template

Trends to Watch - Cybersecurity
By Dean Sanderson

The Human Element: Turning Awareness into Security Culture

 In cybersecurity, technology often gets the spotlight, and now AI is part of both the problem and the solution. Attackers are using AI to create realistic deepfakes and highly targeted phishing campaigns that can easily deceive even the most discerning and cautious employees. At the same time, defenders are deploying AI-driven tools to detect patterns, flag anomalies, and respond faster than ever before. Yet despite these advances, the human element remains the primary point of vulnerability. Human error continues to account for the majority of breaches, as threat actors find it far easier to manipulate people than to outsmart a well-configured firewall.

 For MSPs, this reality presents both a challenge and an opportunity. While you may already be providing advanced cybersecurity tools, monitoring, and automation, are you addressing the human issue? Occasional security readiness training isn’t enough to build real resilience. Sustained, comprehensive cybersecurity programs, supported by ongoing phishing simulations and short, engaging refreshers, can transform clients’ employees from the weakest link into a strong first line of defense.

 But awareness can’t stop at the front lines. Is your security culture filtering up the chain? Executives and senior leaders are often the targets of spear-phishing and social engineering attacks, because of their access and authority. If they aren’t included in the same level of training, simulation, and reinforcement, the organization’s greatest decision-makers can quickly become its biggest risk. Creating a culture where cybersecurity is part of daily conversation, where good security behavior is celebrated and leadership sets the example, helps ensure awareness is consistent across every level.

 The MSPs and MSSPs that truly elevate the human factor in cybersecurity will set themselves apart. By combining intelligent technology with continuous education, realistic simulations, and a culture of accountability, they position themselves not just as solution providers, but as partners in resilience. This is also where Cybersecurity-as-a-Service can drive real, recurring revenue by packaging human-focused education, training, and simulations as ongoing, measurable programs that directly reduce risk. The KPI becomes engagement and participation, not just the number of tools deployed, or tickets closed. In a landscape where so many breaches begin with a single click, empowering people remains both the most powerful defense and the most underleveraged business opportunity.

Catch Monica Live!

I’ll be at IT Nation Connect in Orlando, November 5–7 - speaking with other partners, attending ConnectWise sessions, and gathering the latest updates for future editions.

If you’re attending, come say hi, I’d love to meet you in person - just reply to this email!
👉 https://itnation.connectwise.com/connect-global

🗣️ We’d Love to Hear from You

Dean’s been digging deeper into what’s really working (and not working) inside MSP operations - and he’d love your input.

He’s put together a short survey and is booking quick, 20-minute calls to talk through how MSPs are handling hiring, process improvement, and automation.
This isn’t a sales call - it’s a chance to share what’s working, swap ideas, and maybe pick up something new in the process.

→ Book Your Call & Take the Survey

In The Portal

Remember those Loom videos I’ve been mentioning? They’re all now part of a digital, AI-searchable library covering everything ConnectWise PSA.

Inside the membership portal, you’ll find:

• Step-by-step walkthroughs on common issues

• All Office Hours Recordings

• New videos added weekly based on your questions

If you’re a ConnectWise user looking to improve your workflows, processes, or automation setup - this is your library.

👉 Join the Portal