The Real Reason Most Managed IT Services Fail (And How to Avoid It)

Businesses across the globe outsource their IT to managed service providers (MSPs) every single day. This is a simple, cost-effective way to streamline in-house processes and focus on core tasks.

And as of 2025, demand for MSPs is high — Canada’s managed services market alone generates an estimated $589 million in revenue.

But not all MSPs are created equal. Some have a massive impact on their clients’ operations, while others fail to deliver tangible results after months or even years.

Yet poor service may not always be the main reason why things go wrong.

It could all be down to a disconnect between the MSP and the client instead.

What does this mean, and how can you avoid it when investing in managed IT services for your business?

In this post, we’ll answer both questions to help you make the right choice and build a trusting partnership with a reputable MSP.

Why Managed IT Services May Not Drive the Best Results

Unbalanced expectations create a fractured connection and disharmony

Businesses often believe that their managed IT services plan covers every aspect of their infrastructure. They might expect the MSP to monitor their security, provide on-site support at any time, and replace faulty systems free of charge.

But one client’s plan may look very different from another’s. As a decision maker, explore your options thoroughly and understand exactly what your plan covers. Otherwise, you might not receive the 24/7 dedication and availability you expect.

And, in some cases, an MSP may bill you for an extra service you thought would be free. This misalignment between clients and service providers can foster distrust and disappointment.

A misunderstanding of responsibility and roles

A trusted managed IT services provider offers fast response times and a proactive approach.

They don’t just wait for problems to disrupt your operations and then react to them.

Instead, they:

• Take the initiative

• Prevent issues before they happen

• Save you time and money from the start

However, not all MSPs provide the same promises on response times, communication, and proactivity.

Some may lack the resources and staff to deliver comprehensive 24/7 support to every client. Try as they might, they can only do so much to help.

And as a business leader, you also have a part to play in the partnership’s success.

The best managed IT services provider is available to clients in emergencies and offers reliable support. But it also gives businesses the tools they need to operate more effectively and efficiently.

If you partner with a trusted MSP, they’ll provide the advice and technical solutions you need to flourish. However, you need to keep important recommendations in mind (especially with regard to cybersecurity) and ensure that your team uses software and hardware responsibly.

Applying a uniform framework to all businesses

When partnering with an MSP, you need a specialist team that delivers a customized plan that matches your unique needs. A one-size-fits-all approach won’t work: not all businesses have the same technological needs or capabilities. And some budgets stretch further than others.

When MSPs deliver cookie-cutter managed IT services, clients may end up spending more than they need to on irrelevant features while some areas of their infrastructure go overlooked. This can create weaknesses and vulnerabilities that influence results over time.

But MSPs that adopt a uniform approach might not do so out of laziness or an attempt to swindle clients. It may be that one framework has helped their past clients succeed, so the MSP believes it’s an ideal fit for every business.

Yet it only takes one mismatch to disappoint a client and suffer the reputation damage that comes with bad reviews or complaints.

Creating a Partnership that Benefits Your Business and Your MSP

The three factors discussed above can all contribute to a damaging misalignment between a client and a managed IT services provider.

Ultimately, both parties must understand that they’re building a partnership with mutual benefits.

Such as?

For the client, an MSP can:

• Transform the business’s entire IT infrastructure

• Upgrade hardware and software to boost productivity, efficiency, and collaboration

• Save money usually spent on one-off emergency callouts and resolving service disruptions

• Avoid costly downtime triggered by IT security breaches

• Provide technical support to help overcome even minor issues and keep teams on track

And for the MSP, satisfied clients can:

• Provide a reliable revenue stream with a fixed monthly/annual plan

• Recommend managed IT services to other businesses to generate new leads

• Upgrade their plan as their business scales — providing a welcome revenue boost

Recognizing the advantages to both parties can help foster stronger, more successful relationships.

Three Tips to Help You Build a Successful Managed IT Services Partnership

Here are three tips to keep in mind when partnering with an MSP:

• Research Your Options in Detail: Ask for details on the different managed IT services and plans available. Scrutinize your options to understand what you can expect for your money.

• Clarify Your Expectations and Requirements: A Service Level Agreement (SLA) is paramount for any successful partnership between businesses and MSPs. This is a document that establishes the service provided, the metrics for measuring performance, and other essential aspects of the plan.

• Agree to Communicate Often: You shouldn’t just speak to your MSP when things go wrong. You should both interact on a regular basis to review your infrastructure, identify improvement opportunities, discuss growth plans, and address possible new system upgrades. This can contribute to a more proactive service.

Choosing the Right Managed IT Services for Your Business

Most managed IT services fail because of a disconnect between clients and MSPs. Unrealistic or unclear expectations, a lack of customization, and inadequate support can all lead to disappointment.

But with NETWORTH, you’ll receive a bespoke plan built on a concrete understanding of your business operations, goals, and budget.

You’ll only pay for the features you need, and our team is here for you round the clock with 24/7 helpdesk services.

Schedule your consultation to discover how our comprehensive managed IT services can help your business grow!