In the world of traditional IT Managed Service Providers (MSPs), the phrase “log a ticket” has become all too familiar. For decades, this approach has been central to how IT support is delivered. However, a closer examination reveals a troubling incentive structure that keeps both clients and MSPs stuck in a reactive cycle. The more tickets and incidents there are, the easier it is for MSPs to justify their monthly managed service fees. But is this really the best approach?
The Flawed Incentive: More Incidents = More Revenue
Many traditional MSPs operate in a way that benefits from more support tickets. The more incidents that arise, the more MSPs can validate the need for their services, often translating directly into higher revenue through billable hours or upgrades. These providers frequently focus on minimising onboarding costs and offering competitive per-user pricing to win clients over. However, these low entry points are often deceptive, leading to lengthy, expensive contracts that lock businesses into a service model focused on responding to problems rather than preventing them.
The Changing Role of Traditional MSPs
As technology advances, the role of the traditional MSP is shifting. The days when businesses needed a one-stop-shop for all their IT needs are fading. Instead, customers can now benefit from specialised solution providers that focus on specific business outcomes rather than merely offering generic products and services.
This change is significant because specialised solution providers bring deeper expertise, tailored strategies, and targeted proposals designed to address specific business challenges. They are no longer just reactive service desks; they provide consultative guidance that aligns IT strategy with business objectives, helping organisations unlock greater value from their IT investments by streamlining their, often random, products and services into a logical, tailored solution and reducing technical debt at the same time.
The Cost of Sticking with the Old Model
For businesses, this traditional model is more than just costly—it’s counterproductive. It locks organisations into a perpetual state of firefighting. Every ticket logged means more downtime, more frustrated employees, and a growing dependence on the MSP. Meanwhile, the root causes of issues often remain unaddressed, keeping companies trapped in a loop of reactive IT management, constant challenges and services tailored rather for Enterprise. This is the antithesis of what a robust IT solution should be.
A Modern Approach: Fewer Tickets, Better Outcomes
In contrast, forward-thinking IT solutions focus on proactive management, automation, and seamless updates, prioritising a reduction in incidents and noise. Modern cloud-based services are designed to operate quietly and efficiently, aiming to keep tickets to a minimum by automating routine maintenance, rolling out updates without disruption, continuously enhancing security and minimising data loss and leak risks.
Rather than focusing on cutting initial costs and then upselling, a true IT partner should be investing in tools and strategies that lead to fewer tickets, less downtime, and more proactive, efficient operations. The emphasis shifts from incident resolution to incident prevention. This proactive approach not only enhances overall productivity but also reduces the fatigue caused by constant alerts, dashboards and improving cybersecurity posture.
Tracking Progress and Measuring Success
For businesses keen to track their progress and see real results, monthly reports become a valuable tool. Rather than a long list of logged tickets and incidents, these reports focus on security posture metrics, showing improvements in areas like patch management, endpoint protection, and overall security hygiene. Such metrics provide clear evidence of the effectiveness of a modern IT approach, demonstrating a continuous enhancement in resilience and efficiency.
The Future: Partnering with Specialised Solution Providers
Breaking free from the ‘log a ticket’ trap requires not just a shift in mindset but also a shift in the type of partnerships businesses pursue. As the market evolves, specialised solution providers—rather than generic service or product vendors—are best positioned to drive real value.
These providers offer expertise in niche areas, whether it’s cloud automation, cybersecurity, or digital transformation, and they align their offerings to deliver measurable business outcomes.
In summary, a true IT solution isn’t about how many problems can be resolved, but about how few problems need resolving in the first place. By focusing on minimising incidents, investing in automation, and offering transparent metrics to track progress, businesses can achieve more reliable, efficient IT environments—without being held hostage by the very service providers meant to help them.
The time to break the ‘log a ticket’ trap is now and to seek out partners who are as invested in your success as you are.
