MSP Hype-Cycle: Understanding the journey to success.

You’ve probably seen the famous Gartner Hype Cycle—a curve that illustrates the stages of technology adoption. This concept doesn’t just apply to new tech; it also appears in the Managed Service Provider (MSP) business.

Let’s explore how this curve shows up in your relationship with an IT services provider.

The Journey with a New MSP

When a business signs a contract with a new MSP, the relationship typically goes through several stages:

1. Initial Satisfaction: Solving Pain Points

Right after onboarding, the provider addresses the obvious pain points discussed during negotiations. These are specific issues that caused frustration before. Fixing them brings immediate satisfaction.

2. Easy Wins: Performance Improvements

Next, the MSP identifies quick wins—simple fixes that improve performance or reliability. At this stage, everything feels smooth, and satisfaction is high.

3. Implementing Best Practices

Soon, the provider introduces ITIL/ITSM best practices for support, change management, and provisioning. While necessary, these new processes can create friction. Clients often ask, “Why can’t we just do what we’ve been doing?”

4. Enhanced Security Measures

Security upgrades like multi-factor authentication (MFA) add extra steps, which can feel inconvenient—even though they’re essential for protection.

5. Additional User Training

Training is critical for success, but it’s another source of friction. Clients may think, “I don’t have time for this—I have work to do!”

The Lowest Point: Old Intractable Issues

The biggest dip in satisfaction often comes when long-standing issues surface. These “old intractables” might involve legacy software or outdated technology choices that require ongoing investment—not quick fixes.

Turning the Curve Upward

This stage is crucial. Open communication and clear expectations are key. Providers should demonstrate the value of changes and use metrics to show progress.

As improvements roll out—such as hardware refreshes or technology migrations—satisfaction begins to rise again.

Reaching the Plateau of Productivity

When initiatives succeed and deliver measurable benefits—like improved operations or business growth—the relationship stabilizes. This is the plateau of comfortable reliability, where both client and provider enjoy a mutually rewarding partnership.

Key Takeaway

Every MSP relationship has ups and downs. Understanding the journey, maintaining open communication, and practicing patience will help you reach that productive plateau.

About Genieall

Incorporated in 2012, Genieall Corporation is a privately-owned Canadian IT Services and Consulting company.  Being an ISO 27001 certified organization, Genieall provides managed and IT consulting services to companies in the Energy, Manufacturing, Construction, Health Care, and Finance verticals.

Genieall understands that IT infrastructure is fundamental to your business. For that reason, Genieall typically establishes trust with our clients by demonstrating our capabilities.

This is usually accomplished through a small engagement, urgent support requirement or consultation.

From there, our customers look to expand the support service to include both project and operational support using our Rightsourcing Model. (using the right balance of internal and external resources)

Throughout the process, Genieall’s culture of transparency, Customer-First approach along with our service model help us to establish and maintain trust.