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How DoD Security Matured Its IT Support Model with ConnectWise

“There was never a question that we wouldn’t go with ConnectWise as a stack. It’s industry-standard in our opinion for product quality, and it’s easy to find people that have worked with it before.”
– Richard ‘RJ’ Williams, Director of Managed Network Services at DoD Security

Challenge
DoD Security needed a more efficient and NISS-compliant IT service delivery model to serve federal government contractors.
Solution
ConnectWise Manage® and ConnectWise Command™ were used to simplify invoicing as well as streamline, automate, and capture IT support work in compliance with NISS.
Results
DoD Security gained increased efficiency without compromising NISS compliance or overlooking billable services.

“The reason we’re able to commit to thousands of endpoints and offer 24/7 SOC and help desk services, as well as extra tools that improve security and compliance for federal contractors, is because of partnership with ConnectWise.”

– Richard ‘RJ’ Williams, Director of Managed Network Services at DoD Security

Why Federal Government Contractors Choose Outsourced IT Support

DoD Security, LLC—A division of Industrial Security Integrators, LLC—delivers outsourced Facility Security Officer (FSO) IT support to federal government contractors that are required to comply with the National Industrial Security System (NISS). To serve this area, contractors must maintain compliance with 110 controls outlined by NIST 800-171.

“Government contractors often want to meet all of their clients’ needs but keeping up with evolving NISS requirements and the NIST Cybersecurity Framework for FSOs is challenging,” explains Richard ‘RJ’ Williams, Director of Managed Network Services at DoD Security.

Together, the DoD Security and Security Control software solutions deliver security clearance services, acting as a digital FSO. This is a vital service. It’s in such demand that DoD wasn’t taking on additional clients at the time of this story’s publishing.

DoD Security’s core challenge is assuring service delivery excellence to their existing end customers, which includes accurately invoicing for all services provided.

As Williams explains: “Customers are eager to call you to remove seats when employees leave, but they’re less likely to let you know when you’ve forgotten to add seats. This can go on for years and end up costing an IT service provider hundreds of thousands of dollars.”

How ConnectWise Supports IT Service Providers Serving the Federal Government

Having been in business since 2010, DoD Security, LLC isn’t new to security services or federal government compliance. The internal expertise to provide the services was never an issue, but scaling and managing it all in an efficient way was going to require automated systems designed with IT service providers in mind.

For this reason, DoD Security began the search for a professional services automation (PSA) and remote monitoring and management (RMM) duo to ensure services were provided in an efficient, compliant, automated, and well-documented fashion.

“One of the main reasons we chose ConnectWise Manage and ConnectWise Command is because ConnectWise is a leading IT service delivery brand, and I knew it’d be easy to find technicians who already knew the solution well,” says Williams.

DoD Security needed a technology partner who would make considerations for NISS compliance. This area of security is so complex that some PSA and RMM vendors avoid it entirely.

“Our goal is to maintain compliance with 110 controls outlined by the NIST Cybersecurity Framework. If we do so efficiently, securely, and affordably, everyone wins,” explains Williams.

Results: Greater Operational Efficiency and Visibility

With ConnectWise Manage and ConnectWise Command, DoD Security can deliver a comprehensive FSO solution to government contractors without the hassle of building and managing custom internal solutions.

“The implementation of ConnectWise Command was really easy. Even though we needed quite a bit of customization due to our NISS requirements, the team got us up and running quickly,” recalls Williams.

“What’s really sold us on the ConnectWise partner experience is the overall value. Their sales team gives me honest answers to tough questions. The onboarding and support experiences are good. And finally, the product reporting ensures nothing gets overlooked or goes un-invoiced,” concludes Williams.

To learn more about ConnectWise’s commitment to IT service providers in the federal government space, request a live product demo.

“Beyond integrity, ConnectWise saves us money too. When we were evaluating DNS solutions to add to our stack, the one we were planning to go with was six times more expensive than the alternative ConnectWise solution we went with.”

– Richard ‘RJ’ Williams, Director of Managed Network Services at DoD Security

Get to Know the ConnectWise Solutions

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