Quick answer: A co-managed IT responsibility matrix is a document that lists every IT task and assigns who owns it: your in-house team, your managed service provider, or both. It prevents gaps, duplicate work, and blame when something breaks. NSI builds this matrix with every co-managed IT client during onboarding and reviews it as the business changes.
Co-managed IT works best when everyone knows exactly who does what. Without that clarity, two things happen: some tasks get done twice, and others don’t get done at all. The second problem is the dangerous one. An unpatched server or an unmonitored backup usually results from each side assuming the other has it covered.
The fix is simple: write it down.
What is a co-managed IT responsibility matrix?
It’s a shared table that maps IT functions to owners. Many teams use a RACI format:
- Responsible: does the work
- Accountable: owns the outcome and makes the final call
- Consulted: gives input before decisions
- Informed: kept up to date
Sample co-managed IT responsibility matrix
This is a starting point. Every business divides work differently based on its team’s size and skills.
| IT function | Your IT team | NSI |
|---|---|---|
| IT strategy and budget | Accountable | Consulted |
| Tier 1 help desk (passwords, access, basic issues) | Informed | Responsible |
| Tier 2/3 escalations | Consulted | Responsible |
| Business-specific apps (ERP, POS, HRIS) | Responsible | Consulted |
| Network and internet monitoring | Informed | Responsible |
| Patch management | Accountable | Responsible |
| Backup and disaster recovery | Accountable | Responsible |
| Security monitoring and incident response | Consulted | Responsible |
| User onboarding and offboarding | Responsible | Responsible (accounts and devices) |
| Vendor management | Responsible | Consulted |
| Compliance policies (HIPAA, PCI DSS, FTC Safeguards) | Accountable | Consulted |
| Hardware procurement | Accountable | Consulted |
How do you build a co-managed IT responsibility matrix?
- List every IT function. Start with help desk, network, security, backups, applications, devices, vendors, and projects.
- Assess your team’s strengths. Assign your people to what they know best, usually business systems and internal processes.
- Assign gaps to your MSP. Coverage hours, specialist skills, and routine high-volume work are natural fits for NSI.
- Define escalation paths. Agree who calls whom, how fast, and through which channel (ticket, phone, chat).
- Set shared tools. Use one ticketing system and shared documentation so both teams see the same information.
- Review it every quarter. As your business grows or staff change, the matrix should change too.
What should a co-managed IT agreement include?
Beyond the matrix, a clear agreement covers:
- Service levels (SLAs): response and resolution times by priority. NSI’s standard: [X minutes for critical issues].
- Access and permissions: which systems NSI can access and at what level.
- Communication cadence: regular check-ins and [monthly] reports.
- Change management: how changes are approved so neither team is surprised.
- Data handling: how personal and business data is protected, in line with HIPAA, PCI DSS, state privacy laws, or other rules that apply to your business.
How NSI makes co-managed IT work
- Structured onboarding: NSI starts with an IT assessment and builds your responsibility matrix with your team.
- One point of contact: A dedicated [account manager/service lead] coordinates with your IT lead.
- Shared visibility: Your team sees NSI’s tickets, monitoring, and reports, so nothing is hidden.
- Connectivity included: Because NSI also provides business internet, one team handles network issues end to end.
Call to action: Want a clear plan for who handles what? Talk to NSI today!
Frequently Asked Questions
How does co-managed IT work day to day? Your in-house team and NSI share a ticketing system and a responsibility matrix. Requests are routed to whichever side owns that task, and both teams can see progress.
Who is accountable when something goes wrong in co-managed IT? The responsibility matrix answers this. Each function has one accountable owner, so there’s no confusion during an incident.
Can we change the split of responsibilities later? Yes. NSI reviews the matrix with clients regularly and adjusts it as teams grow, staff change, or new systems are added.
Does my IT team lose control with co-managed IT? No. Your team stays accountable for strategy, budget, and business decisions. NSI adds capacity and expertise under the rules you agree together.