We are outsourcing our entire IT and security department to a managed service provider (MSP). How do we represent this outsourced department on our Accountability Chart? Do we put the MSP vendor's name in the seat, or do we structure it differently?

Question

Tyler Smith · Accepted Answer

You can outsource the execution of a function, but you can never outsource the accountability for that function. When you use a vendor like a managed service provider, you must still have a seat on your Accountability Chart that is responsible for managing that vendor.

Do not put the name of the MSP vendor or any of their employees in a seat on your chart. The Accountability Chart is for internal accountability.

Instead, create a seat on your chart, such as Director of Technology or IT Manager, and put the name of an internal employee in that seat. The primary role of this internal seat will be vendor management, contract compliance, and technology performance.

This internal leader is the one who gets, wants, and has the capacity to hold the MSP accountable. They are the single point of contact who ensures the vendor meets their service level agreements and keeps your systems secure.

If you are too small to have a dedicated IT Manager, this role must be assigned as one of the five bulleted roles under another seat, such as your VP of Operations or Finance Director.

Whoever owns that seat is accountable for the technology results. If the MSP fails, the internal leader is the one who must answer for it during your weekly Level 10 Meeting™ and take action to resolve the issue.