With the increasing complexity and frequency of cyberthreats, many organizations turn to managed security service providers for their expertise, resources, and advanced security solutions. Having a new client up and running should not feel like reinventing the wheel every time. To ensure a successful working relationship, a well-structured onboarding process is essential.
How is MSSP client onboarding process different?
The MSSP client onboarding process shares many similarities with the standard MSP client onboarding process. However, the MSSP onboarding process is more security-centric compared to a standard MSP onboarding. It involves a deeper dive into security posture, compliance considerations, and the implementation of specialized security tools and communication protocols.
MSSP onboarding security focus
- Extends beyond general IT infrastructure assessment and delves deeper into the client's security posture, existing security controls, and potential vulnerabilities. This might involve penetration testing, vulnerability scans, and security policy reviews.
- Should factor in the client's compliance requirements for relevant security regulations (e.g., HIPAA, PCI DSS). This might involve mapping existing controls to compliance standards and identifying gaps that need to be addressed.
- Includes the implementation of security tools and technologies specific to the client's needs.
MSSP onboarding training and communication
- Often includes security awareness training for the client's personnel. This educates employees on common cyberthreats, phishing attempts, and best practices for secure behavior.
- The MSSP should establish a communication plan for keeping the client informed about the latest security threats, vulnerabilities, and potential risks to their environment.
If you are looking for a detailed checklist, stay with us as we walk you through the standards MSSP client onboarding steps.
MSSP client onboarding checklist
Our convenient nine-point checklist provides guidance for implementing an ideal MSSP client onboarding process that benefits MSSPs and their clients.
- Gathering client information:
A thorough understanding of the client's environment enables the MSSP to provide tailored solutions.MSSPs begin by collecting basic information about the client, such as their business goals, current IT infrastructure, software applications, security requirements, and user accounts setup.
- Creating a service level agreement (SLA):
The SLA establishes clear expectations and ensures that both parties understand their roles and responsibilities. It is a formal agreement between the MSSP and the client that outlines the services and solutions to be provided, associated costs, the validity timeframe, average turnaround, and more.
- Planning and preparation:
Identifying key stakeholders, defining roles and responsibilities, and setting timelines are vital for the initial project stages. By defining these milestones to track progress, MSSPs are able to strike a balance between expectations and delivery.
- Implementation:
Network setup, hardware and software installation, security configurations, and other necessary network-related tasks are required to implement the agreed-upon services and solutions.
- Testing and feedback:
Testing helps identify issues or gaps in the implementation, ensuring that the MSSP's services are functioning as expected. This might involve running diagnostics, performing security scans, and validating performance metrics. Testing and the subsequent feedback confirms the process is working correctly and that the client's needs are being met.
- Communication and collaboration:
Scheduling regular progress reviews and check-ins enables the process to work smoothly and address questions and concerns. More collaboration, by delivering training and supporting the client's employees, helps ensure they understand how to use the provided services and solutions.
- Security measures:
Implementing security measures protects the client's data and infrastructure. This might include penetration tests, ethical hacking, and other security assessments to identify and address potential vulnerabilities. Security measures are crucial for ensuring that the client's digital assets are protected and that their risk of cyberthreats is minimized.
- Transferring management control:
Once the onboarding process is complete, transferring the client's management control to the relevant teams occurs. This hand over process should be reviewed and planned by the MSSP to ensure a smooth transition.
- Recurring support and improvement:
Regularly reviewing and updating the onboarding process ensures it remains consistent and effective in meeting the client's needs. Continuous improvement helps ensure that the MSSP's services and solutions are up-to-date and that the client's security needs are being met.
