Guided Onboarding Essential for SMB Cybersecurity Success

Cybersecurity for small and mid-sized businesses (SMBs) often faces challenges due to either underpowered solutions or excessive complexity. This situation can be particularly difficult for small IT teams that lack in-house cyber expertise. Recognizing the problem does not equate to knowing where the solution lies.

Effective protection for SMBs necessitates that vendors guide their customers through a straightforward onboarding process and provide practical, transparent assistance during incident response engagements.

Without such trusted partnerships, SMBs may struggle to optimize their use of security products and services. This can lead to difficulties in communicating incidents to insurers and regulators, and hinder their ability to learn from threats to build long-term resilience.

Complexity is Everywhere

These challenges are significant not only for SMBs but also for the broader economy, as they represent over 99% of all private sector companies in Europe and North America. Their role in the supply chain of larger organizations makes them prime targets for threat actors seeking vulnerabilities to exploit.

Fortunately, SMB IT and security leaders increasingly recognize the importance of cybersecurity. Many organizations have experienced at least one cyber incident in the past year, which often focuses their attention on the need for robust security measures.

However, awareness does not always translate into action. Many SMBs encounter a familiar obstacle: complexity. Keeping up with the latest trends and threats is a major challenge, compounded by the rapidly changing threat landscape.

While security best practices and common threats like phishing and ransomware remain consistent, the complexity of threat intelligence can be daunting. Small IT security teams may lack the time and expertise to effectively assess genuine threats, resulting in a reactive and fragmented security approach.

Vendors Can Make Life Harder

The cybersecurity market itself can exacerbate these issues. The vast array of solutions available makes it challenging for SMBs to compare vendor offerings effectively. The global cybersecurity market is estimated to be worth $248 billion, potentially rising to $699 billion by 2034.

According to a survey by ESET, over half (55%) of SMBs find the cybersecurity solutions market confusing, and nearly a third (30%) cite solution complexity as a major challenge. The industry’s jargon can also be difficult to navigate, with around 72% of SMBs desiring plain-language explanations.

The Pathway to Supervised Support

Despite the confusion, SMBs understand the importance of preventative security. They recognize that threat actors may still breach defenses, leading them to seek protection that extends beyond basic antivirus solutions.

Advanced support for specialized threats is essential, complementing in-house management of basic security controls. However, such solutions, like Managed Detection and Response (MDR), do not function effectively without proper alignment with the client’s environment.

Onboarding and setup are critical first steps in a successful MDR engagement. SMBs require step-by-step guidance to ensure new cybersecurity products are seamlessly integrated into daily operations.

What Guided Onboarding Should Include

Effective onboarding should encompass several key elements:

• A live onboarding session with a vendor expert allows for real-time questions and clarifications.
• Activation of the environment ensures that systems are operational from the start.
• Configuration and readiness checks are vital to optimize service performance.
• Guidance on notification, reporting, and communication helps clarify alert processes and responsibilities.
• An all-in-one installer streamlines deployment across endpoints.
• Running through MDR operations, incident workflows, and reporting sets clear expectations for incident management.
• A final set of best practices and next-step suggestions aids in maintaining service effectiveness over time.

Ultimately, the goal is to empower SMBs with the knowledge to maximize their cybersecurity investments.

Guidance During Use

Once operational, a good vendor should assist SMBs in incident detection and response by providing clarity on:

• What happened: Clear explanations of detected threats and affected systems.
• Why it matters: Translating technical issues into business risks.
• What the provider did: Detailing steps taken to investigate and contain threats.
• What happens next: Providing actionable next steps and timelines for remediation.

This guidance should include supporting evidence, such as logs, to aid in communication with auditors, regulators, and insurers.

Transparency is Critical

Without clear communication during incidents, SMBs risk misunderstanding the status of malicious activity, potentially allowing further damage. Lack of transparency can also lead to reputational and financial risks.

Ultimately, if SMBs cannot ascertain the actions taken by their provider, they cannot evaluate the value of the service they are paying for.

The Value of Human Relationships

SMBs recognize the growing volatility of the threat landscape and the importance of cybersecurity. However, those lacking expertise often feel frustrated by uncertainties regarding how threats affect their organizations.

Vendors must step up to fill this gap, as they are viewed as trusted sources of cybersecurity guidance. SMBs seek empowered partnerships rather than complete control handovers.

Vendors should ensure that experts are available during onboarding and incident response to provide essential support and guidance. This approach can transform cybersecurity from a mere cost into a growth enabler for SMBs.

 

Source: ESET WeLiveSecurity