Avoiding Magpie Syndrome: why MSPs need to focus on the basics before chasing AI

The tech industry is buzzing with excitement over AI. From harnessing predictive analytics to improving customer service, AI promises to revolutionise how businesses operate. For MSPs, the potential applications seem endless. Who wouldn’t want to harness the power of cutting-edge tech to deliver better services?

But herein lies the challenge. Many MSPs, dazzled by the promise of AI, succumb to “Magpie Syndrome” – an impulse to chase shiny, trendy ideas without addressing their current operational hurdles. The problem? Without a robust foundation, even the most advanced AI tools are set to underperform. 

At POPX, we believe in ensuring that before chasing the shiny innovations of tomorrow, MSPs lay down the solid groundwork today. By mastering operational basics first, MSPs can position themselves for sustainable success - and maximise the value of AI when they’re truly ready.

The shiny appeal of AI

AI is undeniably the tech world’s trend of the moment. It’s been splashed across news headlines, praised in boardrooms, and celebrated in countless online success stories. From AI chatbots transforming customer interactions to machine learning models forecasting business trends with precision, there’s no doubt that AI has immense potential. The buzz, however, has created a surge of eagerness among MSPs to adopt AI solutions, often without careful consideration. 

But here’s the reality - AI isn’t a plug-and-play solution. Implementing AI requires a high level of operational readiness, clean data, and a well-oiled environment. Without these prerequisites, MSPs risk overcomplicating their systems while failing to reap meaningful results. 

Imagine deploying a state-of-the-art AI assistant only to find it overwhelmed by poor workflows, disorganised data, or overlapping tools. The pursuit of "cool tech" can easily result in more headaches than gains.

The low-hanging fruit MSPs are missing

While MSPs chase big-budget AI projects, they often bypass simpler, more impactful improvements. Foundational issues - those “boring basics” - are left unresolved, quietly sabotaging operations in the background. The good news? Fixing these gaps can deliver immediate, impressive value.

Key areas often overlooked:

• Core customer data

Imagine case agents and engineers having information at their fingertips that tells them exactly what a customer has purchased, what was installed as part of the service, whether the customer is entitled to a certain type of support and how much of a purchased allowance is left. ServiceNow provides the framework for all of this and sees this data as foundational, but most MSPs get stuck in a cycle of swivel chair and over-serving.

• Optimising existing workflows 

Many MSPs work with cluttered, inefficient processes. Streamlining workflow operations - whether it's ticketing, resource allocation, or project tracking - can lead to significant time savings and improved service delivery.

• Consolidating tools 

Many MSPs rely on a patchwork of disconnected tools. Integrating platforms and eliminating redundancies can improve data flow, reduce operational silos, and create a smoother overall system.

• Automating routine tasks with existing tools 

Why invest in complex AI when your existing platforms (such as ServiceNow) already offer automation capabilities? Automating repetitive tasks like ticket categorisation or SLA escalations can free up valuable time for your team.

At POPX, we’ve seen how these low-hanging fruits lead to immense benefits. Take the case of the MSP CSI which, with our help to automate event management among other things, replaced many hours of manual effort and significantly reduced tickets by thousands a month, improving the customer experience and freeing time and resources to focus on higher-value activities.

This success story is proof that mastering the basics can bring big returns even before venturing into more sophisticated tech.

How POPX helps MSPs build a strong foundation

At POPX, we’re champions of an “essentials-first” philosophy. Here’s how we work with MSPs to strengthen their operational backbone before jumping into advanced technology like AI:

Our methodology:

1 Assess and identify gaps 

Before bringing in disruptive tech, we conduct a thorough assessment of an MSP's existing setup. This involves examining workflows, tools, and data health to pinpoint inefficiencies or bottlenecks.

2 Optimise core operations 

Once gaps are identified, we prioritise improvements that have the highest impact. From cleaning up automation workflows to ensuring correct platform integration, we work towards creating a seamless environment.

3 Leverage existing tools 

We help MSPs unlock the full potential of ServiceNow, ensuring it's underpinned by clean data and efficient workflows.

By establishing these fundamentals, MSPs can amplify the ROI on day-to-day operations while naturally paving the way for advanced innovations like AI.

A success story:

One of our customers selling Service Desk as a Service presented us with a list of tools and categories to be translated into our platform for their new customer. We designed and proposed a ‘service-led’ hierarchy with relationships to the underlying application infrastructure which provided them with a data driven, impact aware model that automatically drove assignments and SLAs dynamically. Not only did this unleash ServiceNow potential of tools  such as Digital Portfolio Management but it resulted in an entirely new product that our customer could use in new go to market strategies and this has become the target model for all new end customers.

Why chasing trends hurts more than helps

Don't get us wrong. We have embraced AI across our business but we also believe that chasing AI prematurely isn’t just unproductive - it can also cause real damage to an MSP’s reputation and resources.

Risks of trend-chasing:

• Overpromising and under-delivering 

Adopting AI without readiness often results in underwhelming performance. This can lead to unmet client expectations and strained relationships.

• Resource misallocation 

Deploying unprepared AI systems diverts time, money, and energy from initiatives that could yield higher returns.

• Missed ROI on foundational investments 

Achieving success with AI depends on solid basics like automation and integration. Skipping these steps leaves the potential value of AI untapped.

The lesson? AI isn’t a shortcut to success. It’s a tool that relies on stable fundamentals to thrive.

Drawing out what’s truly important for clients

At POPX, we encourage MSPs to think beyond trends - focusing instead on what really matters to their clients. By prioritising operational improvements that enhance client value, MSPs can build long-lasting trust and credibility.

Our customer success approach:

• Collaborative goal-setting 

We work hand-in-hand with MSPs to define goals tailored to their clients’ needs.

• Regular reassessments 

Staying agile is key. We help MSPs adapt and refine their strategies as their business and goals evolve.

• Scalable tech adoption 

Once the foundation is sound, we ensure that advanced technologies integrate seamlessly into existing processes.

One step you can take today to avoid Magpie Syndrome 

Feeling tempted by AI trends? Collaborate with POPX to optimise your operations with deep industry insights and critically evaluate AI readiness. Consider whether AI genuinely serves your goals—and if your operations are mature enough to support its implementation.

By focusing on foundational improvements, MSPs can unlock immediate value while preparing for a future powered by AI.

Build a stronger foundation today

The world of AI is brimming with exciting potential - but as any MSP leader knows, long-term success comes from getting the basics right first.

At POPX, we’re here to help you master your foundations, unlocking incredible value and preparing you for tomorrow’s technologies. Whether through optimised workflows, seamless integrations, or expert guidance, we ensure MSPs achieve measurable outcomes before pursuing the “shiny trends.” 

Contact POPX today to transform your operations and prepare for tomorrow’s technology.