In the rapidly evolving world of IT services, the importance of reliable, robust partnerships cannot be overstated, especially highlighted by the recent CrowdStrike incident (July 19th, 2024) .
Don Monistere, CEO of General Informatics, has a notable record of forging strategic collaborations that elevate his company’s offerings. The partnership with ConnectWise stands out as particularly impactful, showcasing how both companies have differentiated themselves by providing robust solutions that address security challenges in today’s environment.
The CrowdStrike Wake-Up Call
The recent CrowdStrike issue underscored the critical need for robust patch management and testing protocols.
What is patch management? Patch management processes ensure that software updates are carefully planned, rigorously tested, and efficiently deployed, thereby minimizing disruptions and optimizing performance.
While General Informatics navigated this challenge effectively, it served as a stark reminder of the value ConnectWise brings to the table. Their expertise in testing patches before deployment could have preemptively addressed issues, minimizing downtime and safeguarding client data.
Addressing Client Concerns: Ensuring Trust Through EDR Assurance
In the wake of the incident, many businesses turned to their IT providers with questions on the necessity of an Endpoint Detection and Response (EDR) solution, and many had no idea that certain vendors could change their systems at the OS level without their knowledge. Monistere’s response was clear: the issue wasn’t with EDR itself but with the need for a superior Managed Services Provider (MSP) that is prioritizing which vendors that are allowed advanced access.
For concerned clients, the takeaway is to know who has that type of access and whether that access is worth the risk of an incident like we saw a couple of weeks ago. General Informatics’ partnerships with industry leaders like SentinelOne and ConnectWise exemplify the high standards and comprehensive support clients should expect from their MSPs.
The ConnectWise Advantage
ConnectWise is renowned for its comprehensive suite of products, particularly ConnectWise PSA, a tool that streamlines business processes and enhances service delivery. However, General Informatics’ partnership with ConnectWise extends far beyond this flagship product.
1. SOC Backstop
General Informatics leverages ConnectWise’s Security Operations Center (SOC) to supplement its own capabilities. When General Informatics’ SOC is fully utilized, ConnectWise allows us to flex and behave like a much larger company. We have our own security analysts and our CISO Aaron Lancaster knew that as the threat landscape became much more aggressive, we could utilize the CW team! This partnership allows General Informatics to maintain high standards of security without compromising on performance or reliability.
2. Domestic Helpdesk and Patch Management
ConnectWise’s domestic helpdesk team handles critical tasks such as patching and testing. This support is particularly crucial, as demonstrated by the recent CrowdStrike issue. By testing patches and updates before deployment, ConnectWise helps General Informatics avoid potential pitfalls, saving time and money while ensuring clients’ systems remain secure and up-to-date.
3. Preventative Measures and Efficiency
The proactive approach of ConnectWise in testing and patching software updates is a game-changer. While General Informatics manages zero-day and critical security patches internally, the support from ConnectWise for all other updates significantly reduces the risk of disruptions. This foresight and planning on behalf of General Informatics allows for a controlled approach to who is patching your systems and when. Any 3rd party vendor that has access to modify and OS’s kernel must have provisions in place like these are we end up having a massive problem on our hands.
It is essential that we have this option for our clients. Nobody wants to hear that we missed an alert because we were ‘busy’ ConnectWise steps in, ensuring seamless security coverage and response.”
A Vision for the Future
Don Monistere and the Executives at General Informatics’ strategic choice to align with ConnectWise underscores a broader vision for General Informatics – one that prioritizes cutting-edge technology, robust support systems, and proactive service delivery.
It is essential that we have this option for our clients. Nobody wants to hear that we missed an alert because we were ‘busy’ ConnectWise steps in, ensuring seamless security coverage and response.”
This partnership not only enhances General Informatics’ operational efficiency but also fortifies its commitment to client security and satisfaction. Keep in mind, that General Informatics supports customers nationwide and the combination of their subject matter experts, the business acumen to run and manage an operationally mature business, and integrating it with partnerships that enhance their service delivery is not as easy as just signing up!
General Informatics’ collaboration with ConnectWise is a testament to the power of strategic partnerships. By leveraging ConnectWise’s world-class products and services, General Informatics continues to set the standard for excellence in the IT industry, ensuring that its clients receive the best possible protection and support in an ever-changing digital landscape.