How can an MSP grow revenue without growing headcount at the same rate? In this episode of The ITSM Practice Podcast, Luigi Ferri explores how MSPs can protect margins through a scalable Target Operating Model, standardization, automation, AI, knowledge management, self-service, suppliers, and Professional Services.

In this episode, we answer to:

How can an MSP scale revenue without scaling operational headcount?

How can automation, AI, self-service and knowledge management reduce service desk demand?

When should customer requests move from managed services support to Professional Services?

Resources Mentioned in this Episode:

AdvanceIT website, article "From Startups to Scale-Ups: Key Trends in Scaling Operations for Long-Term Growth", link https://www.advanceit.sg/blog/from-startups-to-scale-ups-key-trends-in-scaling-operations-for-long-term-growth

Advantage website, article "9 Modern IT Challenges for Multi-Location Enterprises", link https://www.advantagecg.com/blog/modern-it-challenges-multi-location-enterprises

Splashtop website, article "5 Strategies for Scaling IT Operations", link https://www.splashtop.com/blog/5-strategies-for-scaling-it-operations

BPM website, article "Scaling IT Security Operations for High-Growth Technology Companies", link https://www.bpm.com/insights/scaling-it-security-operations/

TechMonarch website, article "How to Scale Managed IT Services for Growing Businesses Without Compromising Quality", link https://techmonarch.com/blog/how-to-scale-managed-it-services-for-growing-businesses-without-compromising-quality/

Convergence Networks website, article "How to Overcome the 10 Biggest Managed Services Challenges", link https://convergencenetworks.com/blog/managed-it-services-challenges/

Clearing website, article "The Playbook for Scaling Internationally (Without Losing Control)", link https://clearing.com/news/the-playbook-for-scaling-internationally-without-losing-control/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

What happens when a cyber-physical threat crosses Cybersecurity, Physical Security, Facilities and IT Operations? This episode explores how SOC teams can correlate signals, establish incident ownership, define escalation thresholds and build a unified operating model to protect critical infrastructure and business services.

In this episode, we answer to:

If Physical Security sees one part of an attack and the SOC sees another, who sees the whole threat?

When multiple departments are involved in the same security event, who owns 100% of the incident and its outcome?

How should organizations respond to cyber-physical threats before they cause an outage, compromise or business impact?

Resources Mentioned in this Episode:

Le Monde website, article "France scales up anti-drone measures to industrial level as threat rises", link https://www.lemonde.fr/en/economy/article/2026/03/10/france-scales-up-anti-drone-measures-to-industrial-level-as-threat-rises_6751296_19.html

ABJ Academy website, article "Can Private Security Shoot Down Drones?", link https://abjacademy.global/drone-blog/can-private-security-shoot-down-drones/

GOV.UK website, article "£1.85 million competition launched to counter illegal UAS use around prisons and sensitive sites", link https://www.gov.uk/government/news/185-million-competition-launched-to-counter-illegal-uas-use-around-prisons-and-sensitive-sites

Frost & Sullivan website, report "Dedrone Final Report", link https://www.frost.com/wp-content/uploads/2025/08/Dedrone-Final-Report.pdf

Dedrone website, page "Critical Infrastructure", link https://www.dedrone.com/industry/critical-infrastructure

C-UAS Hub website, article "Telecom Giant Orange Enters Counter-Drone Market with ‘As-a-Service’ Model", link https://cuashub.com/en/content/telecom-giant-orange-enters-counter-drone-market-with-as-a-service-model/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

Does your SOC really protect the entire business, or does its visibility stop at the firewall? In this episode of The ITSM Practice Podcast, Luigi Ferri explores drone threats against data centers and what they reveal about gaps between Cybersecurity, Physical Security, Facilities, IT Operations and Business Continuity. Discover why CISOs need to rethink the traditional cyber attack surface and focus on protecting the complete service.

In this episode, we answer to:

Where should the SOC security perimeter really end?

How can CISOs identify the true attack surface of a critical business service?

Who owns the incident when Cybersecurity, Physical Security and Facilities each detect different parts of the same threat?

Resources Mentioned in this Episode:

Bird & Bird website, article "European Commission Counter-UAS Action Plan", link https://www.twobirds.com/en/insights/2026/uk/european-commission-counter-uas-action-plan

Commercial UAV News, article "How Counter-UAS Infrastructure Is Building the Foundation for Commercial Drone Operations", link https://www.commercialuavnews.com/counter-uas-europe-commercial-drone-infrastructure

Digitalisation World website, article "Drones and Datacenters: An Unexpected Aerial Adversary Amidst the AI Boom", link https://digitalisationworld.com/blogs/58771/drones-and-datacenters-an-unexpected-aerial-adversary-amidst-the-ai-boom

BBC News, article "Amazon Says Drones Damaged Three Facilities in UAE and Bahrain", link https://www.bbc.com/news/articles/cgk28nj0lrjo

DW website, article "Germany Investigates Drone Flights Over Industrial Park", link https://www.dw.com/en/germany-investigates-drone-flights-over-industrial-park/a-70021895

Maris-Tech website, article "CUAS (Counter Unmanned Aerial Systems): A Complete Guide for Defense & HLS Teams", link https://www.maris-tech.com/blog/cuas-counter-unmanned-aerial-systems-a-complete-guide-for-defense-hls-teams/

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya