You outsource IT to a managed service provider (MSP) to reduce risk, improve performance and keep your team focused on the business. This can be a game-changer for your business – if they deliver on their promises.
However, when your managed IT relationship drifts into a vague “we’ll handle it” promise and a breach, outage or missed deadline happens, it reminds you that hope is not a strategy.
Accountability doesn’t require you to micromanage technology or become punitive. It requires clarity, measurable expectations and fostering a transparent, high-performance partnership with clear communication.
Here’s how to structure a relationship with your IT provider that protects your business and proves value month after month.
Read: 9 Tips on Choosing the Right Managed Service Provider (MSP)
SLAs are your rulebook; they define what you want to achieve from your partnership. If you don’t have one or it’s vague, accountability is impossible.
At a minimum, your SLA should define:
The biggest accountability gap occurs when SLAs focus on tasks instead of results. “We monitor your network” tells you nothing about whether users are productive or risk is reduced.
Move beyond generic promises and define the specific key performance indicators (KPIs) your business needs:
Schedule monthly or quarterly performance reports that clearly show how the KPIs are doing. These reports should be easy to understand and highlight both successes and failures so you can ensure your MSP is delivering on its promises.
Don’t let issues fester. Regular, structured communication prevents minor problems from escalating into relationship-ending conflicts. Hold weekly or monthly meetings to review progress and address any concerns.
When things do go wrong, you shouldn’t be guessing who owns what. Define who to contact if issues aren’t resolved promptly. These escalation paths help determine who is responsible for what. Ensure all work, changes and updates are logged and accessible in documentation, preferably in a ticket-tracking system.
Remember, communication is a two-way street. Ensure your internal teams are providing timely information, feedback and access whenever the MSP needs them. If you hold up their work, it’s hard to blame them for a missed deadline.
Accountability works best when there are clear consequences – both positive and negative – attached to performance.
No matter what, ensure your contract has a clear, non-punitive exit strategy if thresholds aren’t met. Knowing you can switch providers with a reasonable notice period maintains leverage and ensures they remain focused on keeping your business through quality service.
Regularly assess whether the provider is still aligned with your overall business goals. Are they delivering on your expected goals? Are they providing high-quality work?
Encourage honest feedback from your internal teams and stakeholders about the MSP’s performance. Share these findings with the IT partner so they understand how everyone feels.
Holding your IT provider accountable isn’t about micromanaging or being distrustful – it’s about creating a framework where expectations are clear, performance is measurable and communication is consistent. This will all help ensure your IT partner truly supports your business goals and delivers exceptional service rather than becoming a costly liability.
If you want help evaluating your current IT accountability framework or building one that better matches your risk profile and growth plans, Thriveon can help you get there. We provide robust proactive IT management, cybersecurity leadership and Fractional CIO guidance to take your company to the next level.
Request a consultation now for more information.