Introduction: An Ecosystem in Constant Motion
The technology ecosystem we operate within today is not merely evolving — it is pivoting, reshaping, and transforming at an unprecedented pace. Platforms, security models, operating systems, compliance frameworks, and threat vectors can (and often do) change almost overnight. What was considered best practice six months ago may now be deprecated, insecure, or no longer supported.
For businesses, this rapid transformation creates both opportunity and risk. For Managed Service Providers (MSPs) like Approved Systems, it fundamentally alters how IT support must be delivered, funded, and understood.
This article is intended to explain — clearly and candidly — the realities MSPs now face, the pressures placed on helpdesk and technical teams, and why traditional expectations of “all-inclusive, on-demand” support are no longer sustainable in the modern era.
The Speed of Change: Technology and Security No Longer Stand Still
Historically, IT environments were relatively static. Software versions lasted years, security threats evolved slowly, and infrastructure changes were infrequent and predictable. Helpdesk systems were built around this reality — reactive support for well-understood issues within stable platforms.
Today, that world no longer exists.
Modern businesses now rely on:
- Constantly updating cloud platforms (Microsoft 365, Google Workspace, SaaS applications)
- Rapidly evolving operating systems and endpoint security tools
- Zero Trust security models
- Multi-factor authentication and conditional access policies
- Regulatory and compliance changes
- A global, professionalised cybercrime industry
Security threats are no longer opportunistic; they are targeted, automated, and persistent. Vendors respond by frequently changing interfaces, security requirements, licensing models, and workflows — often without warning and with limited transition periods.
This constant state of change means that both MSPs and customers must continuously adapt.
The Helpdesk Problem: What It Was Built For vs What It Has Become
Traditional helpdesk systems were designed to:
- Resolve faults
- Restore service
- Respond to incidents
- Address mission-critical outages
They were not designed to function as:
- Ongoing training platforms
- Step-by-step coaching services
- Free consultancy desks
- Personal IT assistants for non-critical tasks
Yet this is precisely what many helpdesks have become.
Today, a significant portion of support time is consumed by:
- Explaining user interface changes introduced by vendors
- Writing custom how-to guides for basic tasks
- Verbally walking users through routine processes
- Repeating the same non-critical explanations across multiple users
- Assisting with issues that have no operational or security impact
While none of these tasks are inherently unreasonable in isolation, the aggregate impact is substantial.
The Hidden Work Customers Rarely See
One of the most misunderstood aspects of modern IT support is the amount of work that occurs behind the scenes.
For every response a customer receives, there is often:
- Investigation and validation of the issue
- Testing across multiple environments
- Documentation and internal knowledge updates
- Risk assessment and security impact review
- Drafting clear, accurate, and professional responses
- Follow-up communication and verification
Even “simple” requests frequently require deep technical knowledge and careful consideration — particularly where security, data integrity, or compliance are involved.
This work is real. It consumes real time. And it requires skilled, experienced technicians and subject matter experts.
The Financial Reality: Time Is the Only Non-Renewable Resource
At the core of this issue is a simple, unavoidable reality: time is finite.
Technicians and subject matter experts are paid professionals. Their role is to:
- Design secure systems
- Maintain operational stability
- Respond to incidents
- Mitigate security threats
- Deliver projects and improvements
When weeks of productive capacity are consumed by low-impact, convenience-driven requests, several consequences follow:
- Mission-critical work is delayed
- Security posture degrades due to lack of focus
- Projects stall or overrun
- No corresponding revenue is generated
This creates a situation where MSPs are absorbing significant cost without the ability to properly start, action, and complete the work they are engaged to do.
Simply put: an MSP cannot sustainably operate when large portions of its workload generate no revenue while consuming its most valuable resource.
The Expectation Gap: “Everything Should Be Free”
A growing challenge within the industry is the expectation that all support — regardless of scope, effort, or impact — should be included at no cost.
This expectation does not align with reality.
No other professional service industry operates this way:
- Accountants do not provide unlimited advisory services for free
- Lawyers do not offer endless consultations without charge
- Engineers do not redesign systems at no cost for convenience
Yet MSPs are often expected to act as on-demand butlers — dropping all work at a moment’s notice, responding instantly, and providing unlimited assistance simply because a support agreement exists.
This model is no longer viable.
From Service Culture to Toxic Expectation Culture
The term “toxic culture” is often used internally within organisations. Increasingly, however, it applies to customer expectations as well.
A culture where:
- Everything is urgent
- Nothing is critical
- All assistance is expected immediately
- No distinction exists between education and support
- Professional time is undervalued
…is not sustainable.
MSPs are not personal assistants. They are strategic technology partners.
The Path Forward: Partnership, Not Dependency
For the relationship between businesses and MSPs to remain healthy, expectations must evolve.
This means:
- Recognising the difference between support, training, and consultancy
- Understanding that non-critical assistance consumes real resources
- Accepting that not all work can be provided free of charge
- Prioritising mission-critical and security-related tasks
- Investing in structured training and documentation where appropriate
At Approved Systems, our focus is on delivering secure, resilient, and reliable IT environments — not enabling a dependency model that ultimately harms both parties.
Conclusion
The pace of technological change is not slowing. Security threats are increasing in sophistication. Vendors will continue to reshape platforms rapidly, often with little regard for downstream operational impact.
In this environment, MSPs must protect their ability to function effectively.
This requires honest conversations, clear boundaries, and a shared understanding that professional expertise, time, and accountability have real value.
The future of IT support is not about doing more for free — it is about doing the right work, at the right time, with the right expectations.
Approved Systems remains committed to being a trusted technology partner — but partnership requires balance, respect, and realism.