The Myth of Full Responsibility:
Unpacking the Role of MSPs and MSSPs
In the world of IT and cybersecurity, clarity about roles and responsibilities is paramount. Yet, a widely held belief persists that Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) assume full responsibility for the IT and cybersecurity they manage. This misconception can lead to significant misunderstandings about the scope of services, liability, and the shared responsibility models associated with different types of technology infrastructure. In this article, we’ll dissect this fallacy by exploring how MSPs and MSSPs operate and the shared responsibility frameworks that govern their services. Additionally, we’ll examine the roles of trainers, consultants, and implementers in this ecosystem.
The Managed Services Ecosystem
To understand the misconception, it’s essential first to grasp what MSPs and MSSPs do. MSPs are third-party firms that remotely manage a customer’s IT infrastructure and end-user systems. Their services often include network management, helpdesk support, and data backup. MSSPs, on the other hand, focus on providing cybersecurity services such as monitoring, threat detection, and incident response.
While MSPs and MSSPs offer critical services, the notion that they assume full responsibility for their clients’ IT or cybersecurity landscape is misleading. The reality is more nuanced and dependent on the type of technology infrastructure deployed—be it on-premise, Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Software as a Service (SaaS), or even bundled vendor SaaS solutions.
Bundling Vendor SaaS Solutions
MSPs and MSSPs often bundle vendor SaaS solutions as part of their managed service offerings. These bundles can enhance the range and quality of services provided to clients. However, this scenario adds an additional layer of complexity regarding responsibility. The MSP/MSSP must make the client aware of their responsibilities that are not covered by the SaaS provider. For instance, while the SaaS provider may ensure the security of the application and its underlying infrastructure, the client might still be responsible for data integrity, user access management, and compliance with relevant regulations.
Sometimes, even MSPs and MSSPs may not be fully aware of these caveats, leading to gaps in understanding and potential vulnerabilities. It is crucial for MSPs/MSSPs to thoroughly understand the responsibilities delineated by the SaaS providers they bundle and communicate these responsibilities clearly to their clients. This transparency helps avoid misunderstandings and ensures that all parties are aware of their roles in maintaining a secure and efficient IT environment.
The Shared Responsibility Model
On-Premises Solutions
With on-premises solutions, the client maintains their own hardware and software within their physical premises. Here, MSPs and MSSPs provide support, but the client retains a significant amount of control and responsibility. The provider may handle routine maintenance, updates, and monitoring, but issues related to hardware failures, physical security, and certain aspects of data management remain the client’s responsibility.
For example, an MSP might manage the software and network components, ensuring they are up-to-date and secure. However, if there’s a physical breach of the server room, the responsibility lies squarely with the client. This division of labor highlights the importance of understanding where the MSP’s services end and the client’s obligations begin.
Infrastructure as a Service (IaaS)
IaaS offers virtualized computing resources over the internet. Providers like Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform fall into this category. In an IaaS model, the responsibility is shared between the service provider and the client. The provider manages the physical data centers, networking, and virtualization. Meanwhile, the client is responsible for the operating systems, applications, and data.
When an MSP or MSSP is involved in managing an IaaS environment, their role is typically to support the client’s operations. They might handle tasks like patch management, security monitoring, and performance optimization. However, ultimate responsibility for data integrity and application security remains with the client. This shared model ensures that while the MSP/MSSP can mitigate certain risks, the client must also uphold their end of the security and compliance requirements.
Platform as a Service (PaaS)
PaaS provides a platform allowing customers to develop, run, and manage applications without the complexity of building and maintaining the infrastructure. Providers manage the underlying hardware and software, including operating systems and databases, while clients focus on their applications and data.
In this scenario, MSPs and MSSPs can assist with platform management tasks such as configuration, monitoring, and scaling. They may also provide security services like threat detection and incident response. However, application security, user access management, and data protection fall under the client’s purview. This delineation of responsibilities is crucial for ensuring a secure and compliant PaaS environment.
Software as a Service (SaaS)
SaaS delivers applications over the internet, and the provider manages everything from the infrastructure to the application itself. Clients simply use the software, typically through a web browser. Examples include Office 365, Salesforce, and Google Workspace.
While SaaS providers take on a significant portion of the responsibility, such as application security and infrastructure maintenance, clients are still accountable for how they use the service. This includes managing user access, configuring security settings, and ensuring data compliance. MSPs and MSSPs can offer support in these areas, but they do not assume full responsibility. For example, if a client fails to implement multi-factor authentication (MFA), any resulting security breach is the client’s responsibility.
The Role of Trainers, Consultants, and Implementers
Trainers, consultants, and implementers play crucial roles in bridging the gap between MSPs/MSSPs and their clients. Trainers are responsible for educating the client’s staff on best practices, tools, and processes to ensure they can effectively manage their IT or cybersecurity environment. This training is essential for empowering clients to take proactive steps in maintaining their technology infrastructure.
Consultants provide expert advice and strategic guidance to help clients navigate complex IT and cybersecurity challenges. They work closely with both the client and the MSP/MSSP to assess needs, design solutions, and optimize performance. Consultants also help clarify the boundaries of shared responsibilities, ensuring all parties understand their roles and obligations.
Implementers are tasked with deploying and configuring the technology solutions recommended by consultants or chosen by the client. They ensure that new systems integrate seamlessly with existing infrastructure and meet the desired specifications. Implementers often work hand-in-hand with MSPs/MSSPs to ensure continuity and support throughout the implementation process.
Breaking Down the Fallacy
The belief that MSPs and MSSPs shoulder full responsibility for IT or cybersecurity arises from a misunderstanding of these shared responsibility models. Each type of infrastructure—on-premise, IaaS, PaaS, SaaS, and bundled vendor SaaS solutions—has its distinct allocation of duties between the provider and the client. MSPs and MSSPs play a supportive and complementary role, enhancing security and efficiency, but they do not eliminate the client’s responsibilities. Trainers, consultants, and implementers further support this ecosystem by ensuring clients are well-prepared and knowledgeable about their own roles.
This misunderstanding can also stem from marketing messages that emphasize the comprehensive nature of managed services. While it’s true that MSPs and MSSPs offer extensive support, it is incumbent upon clients to understand the boundaries of these services. Clear communication and well-defined contracts are essential for setting realistic expectations and avoiding potential disputes.
Conclusion
In an era where cybersecurity is more critical than ever, clarity around roles and responsibilities is essential. MSPs and MSSPs provide invaluable services that enhance security and operational efficiency. However, the notion that they assume full responsibility for IT or cybersecurity is a myth. By understanding the shared responsibility models associated with different types of infrastructure, clients can better appreciate the scope of managed services and their own role in maintaining a secure and compliant environment.
In summary, while MSPs and MSSPs are vital allies in the IT and cybersecurity landscape, they are not the panacea for all risks. Clients must remain vigilant and proactive, working alongside their managed service providers, trainers, consultants, and implementers to ensure a robust and resilient IT environment.
