Shows
Tales From the Trenches: Wisdom from the Frontlines of Managed ServicesKey Processes for EVERY MSPAs we talk to MSPs each week we find ourselves talking about several processes on a regular basis.
Natalie and I took a little bit to come up with our top 5 processes that all Managed Service Providers should have in their business. We had a little bit of overlap so our top 5 processes each turned into a total of top 8 processes.
Our top processes are (in no real particular order are):
1. Invoicing and Accounts Receivable
2. Backup and Disaster Recovery
3. Lead Generation https://www.youtube.com/playlist?list=PL4Oa0...
2025-08-0628 minTales From the Trenches: Wisdom from the Frontlines of Managed ServicesAll Things Triage and Dispatch for your MSPJoin my newsletter here: https://adamhannemann.com/newsletter
Your Triage and Dispatch process is vital for your MSP. This process (and the people that perform the process) setup the tickets coming into your MSP for success. This sets a number of other pieces in motion. If you set the ticket up for success, you set the tech up for success, and ultimately this helps set the client up for a great experience with your service.
You MUST have a Triage and Dispatch process, and someone needs to own this process. Natalie and I walk through...
2025-07-3136 minTales From the Trenches: Wisdom from the Frontlines of Managed ServicesProfessional Development for your MSP TeamOne important thing to keep your eye on at your Managed Service Provider is keeping your team up-to-speed with learning new skills. From tech skills to soft skills to leadership skills your team all needs to continue getting smarter.
This isn't just for the MSP techs, but for the whole company - including the owner. In our podcast this week Natalie and I talk about building a professional development plan and some ideas around how to motivate your team, and level up the skills for your MSP employees.
Check out the Pax8 Peer G...
2025-07-2227 minTales From the Trenches: Wisdom from the Frontlines of Managed ServicesThe Importance of Knowing Your FinancialsJoin my newsletter here: https://adamhannemann.com/newsletter
Natalie and I don't really coordinate our topics that carefully, but often we land on the same topic each week. This week was finance.
Our conversations throughout the week led us to how important it is to understand your MSP financial situation properly and make decisions on your finances. Join our conversation as we talk about the importance of understanding finance.
Links from the conversation:
Getting Your Finances in Order course: https://www.pax8nebula.com/m/77466a2f3be8d3e1/original/Getting-your-finances-in-order...
2025-07-0417 minTales From the Trenches: Wisdom from the Frontlines of Managed ServicesMSP New Client Onboarding: Set EVERYONE up for SuccessNew client onboarding is one of those vital processes for your MSP. Managed Service Providers MUST onboard new clients well. When client onboarding is done well everyone wins. When client onboarding isn't done well, everyone loses.
Onboarding sets your team up for success with the new client, it sets the client up to know what to expect, and it's often the first work you do for the client. Natalie and Adam will cover the important pieces of onboarding new MSP clients in this week's episode of Tales from the Trenches. More Onboarding Content:
1️⃣ Adam's onboarding proc...
2025-06-2628 minTales From the Trenches: Wisdom from the Frontlines of Managed ServicesPeer Groups: You MUST be Present to WinJoin Adam's Newsletter: https://adamhannemann.com/newsletter
One of the most common sayings we have in Peer Groups is that "You must be present to win." When you try and attend a meeting that is largely in person, but you attend remotely it really inhibits the value you gain from being in the group in the first place. So, in short, you get more from your Peer Group from being there and fully engaged than attending remotely.
Check out the Pax8 Peer Groups: https://www.pax8.com/en-us/academy/groups/
2025-05-3018 minTales From the Trenches: Wisdom from the Frontlines of Managed ServicesEpisode 4 - Peer Group Origin Stories - How Peer Groups changed our livesWe made this podcast/video series to talk about all things Peer Groups. It makes sense for us to tell you a little bit about how each of us got our Peer Group start.
Welcome to Tales from the Trenches: MSP Peer Group Origin Stories.
Check out the Pax8 Peer Groups: https://www.pax8.com/en-us/academy/groups/
Join Adam's Newsletter: https://adamhannemann.com/newsletter
Connect with Adam: https://linkedin.com/in/ahannemann
Connect with Natalie: https://www.linkedin.com/in/natalie-hell/
2025-05-2223 minTales From the Trenches: Wisdom from the Frontlines of Managed ServicesEpisode 3 - MSP Marketing ConversationEvery week (or every other week at least) we have conversations around marketing. Specifically, how do I generate more leads? Many MSPs approach this with what I call "random acts of marketing" where they try a bunch of different things without anything approaching a plan.
This week's podcast is all about building up your core marketing muscle. You must do a few things well, and we're covering the MOST IMPORTANT pieces of your marketing puzzle.
Related videos:
Target Client Profile: https://youtu.be/aGXSy0PbitU
LinkedIn Thoughts: https://youtu.be/AXwl-6IeaAI
Check o...
2025-05-1537 minTales From the Trenches: Wisdom from the Frontlines of Managed ServicesEpisode 2: Key Employees & Service ManagersJoin Adam's newsletter: https://adamhannemann.com/newsletter
What do you do when you have a key employee that gives their notice? Do you have a backup plan? Are you doing what you can to keep them from even wanting to leave? Keeping your people happy is one of those important things that you must think about as a people leader and MSP Business Owner.
In this episode we talk about keeping your key employees and strategies for handling when the inevitable happens and they want to leave. We also talk about hiring your first Service...
2025-05-0827 minTales From the Trenches: Wisdom from the Frontlines of Managed ServicesEpisode 1 - Packaging Your MSP Service OfferingMany MSPs wonder how many packages they should have. Should you have 1 package to rule them all or should you have the age old bronze, silver, and gold packages? Should you have different security offerings on your different packages? What's the right call? If you have any of those questions today's episode is for you.
You can watch the video version of this episode on the Ramblings of a Geek YouTube channel here: https://youtube.com/@Adam-Rambles
2025-05-0116 minTales From the Trenches: Wisdom from the Frontlines of Managed ServicesEpisode 0 - Announcing Tales from the TrenchesTales from the Trenches is a brand new Podcast about life in the Managed Services (MSP) space. We will be releasing new content each Thursday about conversations from the week that we've had with MSPs in the space. Join Adam and Natalie while they navigate through the issues MSPs face on a daily basis. New episodes each Thursday.
There will be video versions available on YouTube as well. You can find them here: https://www.youtube.com/playlist?list=PL4Oa0PmgihVtFKYAZcNHKHGOtbRhSjxpB
2025-04-3001 min
Kickin' it with KrishEpisode 38: Adam Grossman - Boston Red Sox/MLBOn this episode, Host Krish Kumar sits down with Adam Grossman, the Senior Vice President and Chief Marketing Officer of the Boston Red Sox. As Chief Marketing Officer of the Boston Red Sox, Adam Grossman oversees the organization’s Marketing, Broadcasting, Baseball Communications & Media Relations, Social Media, Advertising, Digital Content, and Creative Service departments. Additionally, he and his team partner closely with the Ticketing, Sales, Corporate Sponsorship, and Business Analytics departments to help drive the club’s principal revenue streams. During his tenure with the Red Sox, Grossman has driven the modernization of the marketing depart...
2023-08-2831 min
Accidental Tech PodcastThe Beach Is the BeachThe ATP Store is BACK, baby! Order your merch ⚠️ before Saturday, 6 May ⚠️.
Pre-show: Marco has e-reader pre-show follow-up
kobo sage
PMN Caecilia
Calibre
what if?
Pragmatic Programmer
Tao Te Ching
1984
Follow-up:
Mac Pro Believe art update (thanks, Cristofer Cruz)
Quick Callsheet Recap
Someone help Casey with focusing a .searchable() text field, please!
Introspect for SwiftUI
Marco’s SwiftUI error message
Emil Jensen’s 2FA iOS shortcut for iCloud keychain
prefs:root=PASSWORD&search=2fa
CarPlay
Rental cars (via Milad Cerkic)
At what cost? (via Dave Nicholls)
The Verge in 2019
Ford CEO doubles down on CarPlay
More nostalgia via Michael Hann...
2023-05-042h 01
ConnectWise Podcast NetworkStories from The IT Nation: Empowering Service Executives through Peer GroupsIn this episode of Stories from The IT Nation, Susan Rhodes, Director of IT Nation Communications at ConnectWise, speaks with Dan Saxby, IT Nation Program Manager at ConnectWise, about the benefits of peer groups offered by IT Nation Evolve, and more specifically, the unique value of its service executive peer groups. The two are also joined by special guest Adam Hannemann, Director of Operations at ImagineIT, to hear his story of how he’s grown personally and professionally through service-focused peer groups designed for his role. If you’d like to learn more about IT Nation Evolve, please visi...
2020-09-2225 min
Einmischen! Politik PodcastOhne Corona gehts nichtPodcast #99
Woop! Woop! I´m back.
Heute mit dem Bürgermeister von Eltville am Rhein - Patrick Kunkel - der mir schon vor zwei Wochen über seine Sorgen um Corona erzählt hat. Aber auch wie man auf kommunaler Ebene die Motivation von Friday for Future aufgreifen und vor Ort in Politik einbringen kann.
Danach erzählt mir Farina Kerekes über die aktuelle Hamsterei im Einzelhandel und welche Probleme eigentlich angegangen werden müssten.
Inge Hannemann und ich sprechen im Anschluss darüber, dass Wirtschaft mal wieder den ganzen Raum einnimmt ohne auf Menschen Rücksicht zu nehmen.
2020-03-233h 52Einmischen! Politik PodcastOhne Corona gehts nichtPodcast #99
Woop! Woop! I´m back.
Heute mit dem Bürgermeister von Eltville am Rhein - Patrick Kunkel - der mir schon vor zwei Wochen über seine Sorgen um Corona erzählt hat. Aber auch wie man auf kommunaler Ebene die Motivation von Friday for Future aufgreifen und vor Ort in Politik einbringen kann.
Danach erzählt mir Farina Kerekes über die aktuelle Hamsterei im Einzelhandel und welche Probleme eigentlich angegangen werden müssten.
Inge Hannemann und ich sprechen im Anschluss darüber, dass Wirtschaft mal wieder den ganzen Raum einnimmt ohne auf Menschen Rücksicht zu nehmen.
2020-03-233h 52
Inside Social InnovationLean Experimentation for the Social Sector: Build Smart to Learn FastHow do you know if your idea will work, without burning through all your time and money? To solve this problem, many nonprofits are turning to the “lean startup” approach, which emphasizes flexibility, pragmatism, and experimentation. The method, pioneered by entrepreneurs such as Steve Blank, allows organizations to learn as quickly as they can about what works, so that they can build and scale successful programs while avoiding huge up-front investments that might lead in the wrong direction. In this podcast, Blank and fellow author-entrepreneur Giff Constable lead a discussion of the lean process at our 2015 Nonprofit Mana...
2016-08-2254 min