Key Points
How an MSP Can Explain Shadow IT in Plain Language to SMB Clients
- Shadow IT Definition: Shadow IT refers to the unauthorized use of IT systems for work purposes, which poses a security risk.
- Why Explain Shadow IT Clearly: MSPs should explain the risks of shadow IT to SMB clients using plain, relatable, and accessible language to ensure a clear understanding.
- How to explain shadow IT:
- Use everyday analogies to de-mystify the concept of shadow IT.
- Emphasize risks by relating them to the SMB’s business.
- Explain why employees may turn to shadow IT usage.
- Managing shadow IT and security gaps with SMB clients:
- Start with simple, actionable first steps.
- Explain the benefits of managing shadow IT practices to emphasize its importance.
Shadow IT occurs when employees use unauthorized applications or devices for work purposes. It may seem inconsequential, but it can introduce security threats, compliance issues, and cost inefficiencies. Also, poorly explaining this to non-IT professionals can leave them asking, “Why should I care about shadow IT anyway?”
MSPs are responsible for explaining to SMB clients the impact and risks of shadow IT in plain, understandable language. This article guides MSPs on how to communicate with SMB clients about shadow IT.
What is shadow IT?
Shadow IT is the practice of using unauthorized IT systems in an organization. An organization’s IT department does not manage these unauthorized IT systems and can be a security risk for SMBs. These behaviors can range from using unapproved software to accessing organizational files through personal devices.
Tips for explaining shadow IT
Shadow IT is easy to understand for IT professionals. However, for those unfamiliar with industry terms, it can be a complex concept. Knowing how to explain shadow IT and its impact using plain language makes it easier for them to understand the dangers of shadow IT.
Here are some tips that can help MSPs explain the concept when they talk to SMB clients:
Use everyday analogies
The easiest way to explain IT concepts in an accessible and relatable manner is to use analogies that non-industry members can understand. These analogies help de-mystify the term, making the concept of shadow IT less abstract.
One way to explain shadow IT to SMBs is by comparing it to unlocked doors or secret storage lockers. You can say, “It’s like having extra doors into your office. No one is watching, and anyone could sneak in,” or “Imagine staff using a locker without telling you. You don’t know who has the key or what’s inside. It can put your sensitive files at risk.”
In both cases, the analogies use everyday items that non-IT professionals would immediately recognize. Additionally, the analogies easily show the risk or impact of shadow IT on SMBs.
Highlight risks using real-world terms and scenarios
Telling SMBs that shadow IT can be dangerous is one thing; getting them to care is another. This is why MSPs should explain how shadow IT risks affect a business using clear, business language.
Here are some examples of how you can explain risks using business-related scenarios:
- The use of unsanctioned Dropbox accounts to store customer information can cause data leaks.
- Using unapproved tools can result in non-compliance, which may lead to fines.
- The IT team cannot back up or secure the use of unapproved software and applications, especially if they are undisclosed.
Explain why shadow IT happens
Once they understand shadow IT and its risks, clients often have follow-up questions. These questions usually include why it happens and what they should do now. Answering why it happens can be an insightful discussion, which allows you to manage shadow IT behaviors more effectively.
Reasons for the occurrence of shadow IT vary, but common causes include:
- The need for better (i.e., faster, simpler, or more efficient) tools
- Lack of approved IT solutions or slow approvals of IT-sanctioned software
- The need for specific features or functionalities lacking in approved software
Figuring out what caused shadow IT behaviors for a specific SMB may require looking at their IT management tools, infrastructure, and user needs and behavior.
Provide simple, actionable first steps
Managing shadow IT behavior is a process. Most organizations will need to continuously improve their IT asset management and processes to prevent shadow IT from occurring. As an MSP, providing actionable first steps gives you a baseline for your shadow IT management strategy.
Simple yet valuable initiatives include:
- Awareness surveys: Quick anonymous polls: “What apps do you use for work?”
- Approved alternatives: Replace Trello or Dropbox with sanctioned, supported tools.
- Clear reporting paths: Make it easy for staff to request new tools through your IT department.
Emphasize the benefits of managing shadow IT
SMB clients may be tempted to continue using shadow IT due to its perceived benefits. MSPs should explain that shadow IT tools can only provide short-term benefits.
Discuss how effective IT management can lessen shadow IT behavior and mitigate risks. Similar to how you discuss risks with SMB clients, a good rule of thumb when talking about benefits is to relate them to the business’s specific needs. Examples include:
- Streamlined tools result in fewer apps that employees need to learn, which can lead to increased efficiency and productivity.
- Fewer shadow IT tools strengthen an SMB’s security.
- SMBs can control their costs by eliminating duplicate SaaS spend.
Integrating NinjaOne in your shadow IT behavior management strategy
NinjaOne’s features enable MSPs to gain visibility into an SMB’s IT infrastructure and help them identify unapproved apps and other shadow IT behaviors through endpoint monitoring. In addition, MSPs can use the data from NinjaOne to strengthen their reports to SMB clients.
Strengthen your SMB clients’ security with a clear explanation of shadow IT risks
By using analogies, real-world examples, and approachable solutions, MSPs can explain Shadow IT risks to SMB clients without overwhelming them. Doing so builds trust, drives awareness, and lays the foundation for stronger governance.
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