The modern attack surface is increasingly complex and vulnerable, with evolving threats like ransomware and phishing exploiting new technologies. Organizations must adopt proactive cybersecurity measures, including continuous monitoring and employee training, to protect assets and maintain trust in a rapidly changing digital landscape. 

For companies like Modern IT, which offer comprehensive IT solutions, prioritizing cybersecurity is crucial. By embedding strong security practices in their services, Modern IT helps clients defend against threats and enhance operational resilience.

Driving Innovation Through Strategic Partnership and Platform Consolidation

Vigilance and adaptability are essential.

Under the leadership of CEO Tony Chiappetta, Modern IT has embraced the ConnectWise Asio® platform to streamline operations, enhance cybersecurity, and deepen customer value. Through a collaborative partnership with ConnectWise—including its ConnectWise RMM™ and Security Operations Center (SOC) teams—Modern IT has transformed its service delivery and internal efficiency.

“We acknowledge ConnectWise's strategic focus on depth over breadth in their tool offerings. By consolidating various functions into a single platform, they are not only responding to market demands but also investing thoughtfully in their service's future. While this transition may pose challenges for some users, their commitment to streamlining operations paves the way for greater efficiency in IT management,” said Chiappetta.

Beyond the Surface: Gaining Deeper Insight Through Partnership

Chiappetta also noted that while one-on-one conversations with ConnectWise teams were productive, the lack of a one-to-many model makes it difficult for other MSPs to benefit from the same insights. “When I’ve advocated for access to services or addressed concerns, ConnectWise has consistently shown up as a reliable and consistent partner.”

Through these interactions, Chiappetta is often on the receiving end of ‘insider information, something he views as a great benefit of his partnership. “It’s like In-N-Out Burger—there’s the menu, and then there’s the secret menu. Once you know what to ask for, you unlock a whole new level of value,” Chiappetta analogized.

Partnering Through Change: Building a Better Platform Together

Modern IT’s journey with ConnectWise reflects the challenges and rewards of platform transformation. By staying engaged, offering candid feedback, and pushing for deeper integration, the company has helped shape a more scalable, secure, and impactful MSP platform. “We shared feedback, and they listened—and then they did something with it. That’s how you build better for all.”

As ConnectWise continues to evolve, Modern IT remains a committed partner—focused not just on using the platform but on helping improve it for the entire ecosystem. 

“We’re in the middle of the transition [integrating on the Asio platform], which can be challenging at times—but we remain steadfast. Everything is headed in the right direction. Eventually, we’ll all be on one microservices-based platform,” said Chiappetta.

Strengthening Cloud Identity Security: ConnectWise SOC Services

Modern IT has long prioritized delivering proactive, enterprise-grade protection to its clients. As part of its commitment to excellence, the company partnered with ConnectWise’s Security Operations Center (SOC) to enhance its managed security services. 

What began as a discovery of critical gaps evolved into a collaborative journey of feedback, transparency, and product improvement—ultimately strengthening Modern IT’s security posture and client trust.

“We escalated an issue to ConnectWise’s SOC leadership, where Rebecca, a key team member, took ownership of the situation. She confirmed that new Microsoft APIs for cloud-based identity protection had recently become available and committed to building a response framework around them,” Chiapetta explained. 

The initiative focuses on several key areas: Operational efficiency is achieved through a unified platform that reduces training complexity and automates documentation, while security enhancement involves closing identity protection gaps and improving incident response capabilities. 

“As a team [Modern IT and ConnectWise] we uncovered several areas that could be strengthened, and through partnership and documentation, we could not only help each other, but other Partners as well.” 

Improved API access and enhanced data streaming for customer reporting address scalability. Additionally, monthly feedback loops and increased visibility for Modern IT foster partnership growth, ensuring continuous development and collaboration. “Rebecca committed to next steps, showed the impact, and worked with her team to ensure we don’t have an experience like that again,” said Chiappetta

The SOC team began developing a playbook to detect and respond to identity anomalies, such as impossible travel logins and compromised credentials flagged by Microsoft’s AI-driven identity protection. This marked a turning point in the partnership, shifting from reactive support to proactive collaboration. “Our team went from frustrated to realizing we’ve got a real partnership here.”

Strategic Insight

Chiappetta emphasized the importance of turning one-to-one support into scalable, one-to-many solutions. “We know ConnectWise is moving from one-to-one to a one-to-many. That’s where the real platform value lies.”

Modern IT’s experience with ConnectWise’s SOC Services demonstrates the power of partnership, transparency, and feedback-driven development. By identifying a critical gap and working collaboratively to close it, Modern IT not only improved its own security posture but also contributed to a stronger, more capable SOC offering for the broader MSP community.

Key Takeaways

• Operational Streamlining: Modern IT reduced tool sprawl and manual processes by consolidating onto the ConnectWise Asio® platform and automating documentation with integrated RMM tools.
• Enhanced Security: Partnered with ConnectWise SOC Services to close cloud identity protection gaps using new Microsoft APIs and developed a proactive incident response playbook.
• Stronger Client Trust: Expanded threat coverage and improved transparency significantly boosted client confidence in Modern IT’s managed security services.
• Collaborative Innovation: Ongoing feedback loops and close collaboration with ConnectWise helped shape more scalable and secure MSP solutions.
• Scalable Support Vision: Chiappetta advocates for evolving from one-to-one to one-to-many support models to benefit the broader MSP community.