Right MSP, Right Seat: Applying EOS to your Relationship with your MSP  

Right people. Right seat. This may be one of the most important tools within the Entrepreneurial Operating System (EOS). Convergence Networks recently restarted our EOS journey with the intent to have better team and client meetings, establish smarter goals to help us meet our long-term growth plans, and to operate as a self-managing business. We don’t say it lightly when we say EOS is revolutionizing how we operate, which clients we chose to do business with, and who we hire. There are many EOS tools that we love but they all funnel back to one thing: making sure you have the right people in the right seats. This includes our staff, partners, and even additional service providers. 

Where does your MSP fit in your Accountability Chart? 

As a business owner, you likely have an accountability or organizational chart. An accountability chart provides structure and clarifies roles and responsibilities for team members. It also identifies all the positions (or seats) available for a person or service provider to fulfill. Many businesses have a basic accountability chart that shows everyone from the CEO to Accounting to Sales and Marketing to Operations. What many are missing though is a seat for their MSP and even other service providers.  

Why your MSP needs a seat in your Accountability Chart 

Even if you hire out your technology, helpdesk and/or security services, you still need to have a dedicated seat for your MSP. Why? So, you have clear expectations of what role your MSP plays, what tasks they are responsible for, what metrics they are accountable for and who your MSP reports to.  Some businesses have an internal IT and Security individual or team but use an MSP for certain tasks.  

The role and reporting structure for your MSP still needs to be included in your chart.  Otherwise, there is uncertainty around who is holding your MSP accountable for projects, tasks, responsibilities, and metrics. It is important to identify the top five responsibilities of each seat – this includes the seat your MSP sits in. When considering a person or service provider to fulfill the seat, they need to understand the expectations of the seat and be qualified to do what is required of the seat.  

Does your MSP Get it, Want it and have the Capacity to do it? 

In EOS, this is what we refer to as GWC: Get it, Want it, and Capacity to do it. When you evaluate each position in your accountability chart, every person in their seat needs to understand the role, want to do the role and have the capacity to do it. Just as you would ask those questions to a full-time staff member, you need to also ask this of your MSP. 

Does your MSP get it? 

Just as you would evaluate your full-time team members to make sure they align with your core values and culture, the same should be done for your MSP and other service providers. If your MSP does not believe the things you believe, and value the things you value, tension and friction can arise.   

Does your MSP understand your business growth plans and how their role can help achieve you meeting those goals? Do they understand the big picture and where you want to take the company? Do they understand how your core values, company culture and business plan intertwine with the expectations of the seat?   

Additionally, they need to understand the specifics of the seat. Do they understand the complexities of your technical environment? Do they understand your security concerns and how to remedy them? Do they have the expertise and bandwidth to complete the tasks and responsibilities assigned to that seat? Can they scale with your company as you continue to grow?  

Does your MSP want it? 

When you create a seat for Managed IT and Security Services, create a list of tasks and responsibilities for that seat. Then ask your MSP if they even want to pay the part. Just because someone gets it and can do it, doesn’t always mean they want it. Some MSPs simply want to provide break-fix IT services, simple patching and sell hardware. Whereas the role you have defined might include IT planning, creating roadmaps, project planning, budgeting and implementation, etc. Your MSP must align with the role you have defined for the seat – and want to do it.  

Does Your MSP have the Capacity to do it?  

Your MSP might understand the role and want to do it, but do they have the capacity to do it? Do they have the manpower, bandwidth, and expertise to help move your company forward and do what is expected of them? Can they stay ahead of trends, best practices, and security threats? Can they provide you with a technology roadmap that aligns with your business plan and budget? 

Does Convergence Networks have a seat in your accountability chart? 

While we hope we would have a seat on your accountability chart, we don’t just work with anyone. If the seat you have outlined in your accountability chart is purely based on a break-fix model, then we aren’t going to be a good fit for you. We are a forward-thinking company, and IT is a journey that we want to help you map out to achieve your business goals. Our recommendations will always be in support of your business plan. We will create a technology roadmap to better help you plan for technology now and in the future. We are committed to growing and scaling as your company grows. If that sounds like something you want to explore contact us 

Do you know where your MSP sits in your Accountability chart? Use our downloadable checklist with 10 questions to determine if you are working with the right MSP and whether they are sitting in the right seat. 

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