Chapter 6: How to create effective reports 

Reporting is not just about showcasing work done; it’s about creating a shared journey with the client, where their business goals are the focal point.

Reporting in the context of cybersecurity is often misunderstood. Many MSPs believe that the primary purpose of reporting is to demonstrate the work they’ve done. While this is important, the true value lies in making the client the hero of their own security journey. Effective reporting should frame discussions in a way that aligns with the client’s business objectives and facilitates informed decision-making.

Know your audience

Before drafting a report, consider who will be reading it. Different stakeholders within the client organization will have varying levels of technical knowledge and interest. Common audiences include:

• Executives and board members: Typically non-technical, they focus on the big picture, including business impact, risk to reputation, financial implications, and compliance. They prefer concise, high-level summaries with clear recommendations.
• IT and security teams: More technically inclined, these stakeholders may appreciate detailed technical analysis and data. However, they also need to understand how security initiatives align with business goals.
• Department heads: Concerned with how security affects their specific areas of responsibility, such as finance, HR, or operations. They need relevant information that explains the impact on their functions.

One of the biggest reporting mistakes vCISOs can make is being too technical. Remember, most of your clients aren’t technical and don’t think like IT or cybersecurity professionals. They may hear about threats in the news and worry about their business, but they often don’t understand the complexities of technology. The objective isn’t to impress with technical jargon; it’s to clearly convey risks, strategies, and critical points to facilitate decision-making from the client.

Components of an effective report

To create impactful reports, MSPs should structure their documents in a way that caters to different levels of client engagement, from high-level summaries to detailed technical reviews. 

Here’s a breakdown of the essential sections that should be included:

Executive summary

Provide a brief overview of the report’s purpose, key findings, and main recommendations. This section should be concise, easily digestible, and highlight the most critical points. The goal is to capture the attention of executives and decision-makers quickly.

• Summary: Start with a high-level overview of the client’s security posture, including top-level metrics, key performance indicators and any critical issues that need immediate attention.
• Hot stove items: Address any pressing concerns or questions raised by the client, ensuring that these are tackled upfront.
• Introduction: Outline the scope of the report, including the specific areas of assessment, time period covered, and any relevant background information. This sets the context for the reader and clarifies the report’s objectives.
• Industry analysis: Brief analysis of industry-specific trends or breaches.

Tactical review

• Risk assessment: Present the identified risks, vulnerabilities, and threats in a clear and straightforward manner. Use non-technical language and focus on the potential business impact. Include a risk rating (e.g., low, medium, high, critical) to prioritize risks and highlight areas requiring immediate attention.
• Control performance: Provide a detailed review of the technical aspects of the security controls in place, focusing on the specific needs and technical level of the client.
• Findings and analysis: Provide detailed findings from security assessments (including threat and vulnerability assessments), audits, or monitoring activities. Use visual aids such as charts, graphs, and tables to illustrate data and trends. Focus on what the findings mean for the business rather than on technical details.
• Data storytelling: Use data to tell a story that resonates with the client, making complex security issues understandable and actionable. For example, instead of simply recommending a new security tool, explain how it will optimize performance, streamline operations, or meet specific compliance requirements. This approach turns security from a cost center into a value-adding component of the client’s business. Make sure you have the right data story for the right audience.

Strategic review & future initiatives

• Recommendations: Offer clear, actionable recommendations to address identified risks and vulnerabilities. Prioritize these recommendations based on their impact and urgency. Each recommendation should include a brief explanation of its importance and the expected outcome.
• Roadmap: Present a strategic roadmap that outlines the client’s security journey. This should be a living document, regularly updated to reflect changes in the client’s business environment and security needs. 
• Action Plan: Develop a proposed action plan outlining the steps required to implement the recommendations. Include timelines, resource requirements, and roles and responsibilities.

Conclusion

• Conclusion: Summarize the key takeaways and reiterate the importance of the recommended actions. Reinforce how these actions will enhance the organization’s security posture and align with business goals.
• Appendices: Include technical details, supporting data, or additional documentation that may be relevant for IT and security teams. This allows more technically inclined stakeholders to dive deeper into the specifics if needed.

Different types of reports

Not all reports need to include all of these elements. See the below table to learn how to customize your reports for different time periods and audiences.

Best practices for engaging reporting

• Use client-centric communication
• Use clear and simple language
• Visualize data effectively
• Focus on business impact
• Be concise and focused
• Provide context
• Offer clear recommendations
• Follow up

Throughout the reporting process, it is essential to communicate in a way that positions the client as the hero of their own story. Recommendations should be framed in terms of the business outcomes they support, rather than just the security benefits. This approach not only helps clients see the value in your services but also fosters a sense of ownership and engagement in their security strategy.

Avoid technical jargon and complex terminology. Use plain language that is easy for non-technical stakeholders to understand. The goal is to communicate the essence of the issues and solutions, not to showcase technical knowledge.

Visual aids like charts, graphs, and infographics can make complex data more understandable and engaging. Use visuals to highlight trends, comparisons, and key metrics. Ensure that visuals are labeled clearly and are easy to interpret.

Always tie findings back to their potential impact on the business. Discuss how risks could affect operations, revenue, reputation, and compliance. This approach resonates more with executives who are focused on business outcomes.

Respect your client’s time by keeping reports concise and to the point. Highlight the most critical issues and avoid overwhelming them with unnecessary details. Use bullet points and headings to organize information and make it easy to skim.

Explain why certain risks are important and how they compare to industry standards or past performance. Providing context helps clients understand the significance of the findings and the rationale behind your recommendations.

Make sure your recommendations are specific, actionable, and prioritized. Provide a clear path forward and explain the benefits of taking the recommended actions. Avoid generic advice that lacks relevance to the client’s specific situation.

After presenting the report, follow up with a meeting to discuss the findings and answer any questions. This interaction helps clarify any ambiguities and reinforces your role as a trusted advisor. It also provides an opportunity to gain commitment to the proposed action plan.

Leveraging technology for reporting

Utilize tools and platforms that enhance your reporting capabilities:

• Automated reporting tools: Use software that automates data collection and report generation to save time and reduce errors.
• Dashboards: Implement interactive dashboards that provide real-time visibility into the client’s security posture. Dashboards can be an excellent supplement to periodic reports, offering ongoing insights.
• Collaboration platforms: Use platforms that facilitate collaboration and communication between you and your client’s stakeholders. These platforms can host reports, track progress, and allow for real-time feedback.

See how Cynomi can help you create effective executive reports in minutes.

Dual protection: Protecting both the MSP and the client

Effective reporting also serves as a protection mechanism for both the MSP and the client. By clearly documenting the risks, actions taken, and decisions made, MSPs can protect themselves from potential liabilities, while also providing the client with evidence of due care in their security practices. This dual protection is crucial, especially in industries with stringent regulatory requirements.

By improving their reporting and engagement processes, MSPs can not only demonstrate the value of their services but also build stronger, more resilient relationships with their clients. Effective reporting is about more than just data; it’s about creating a shared understanding, aligning on goals, and guiding the client on a journey towards a secure and successful business.