Traditionally, small enterprises have adopted a wait-and-see tactic when it comes to IT support, only addressing issues once they’ve surfaced and caused harm. However, a shift towards proactive strategies is becoming more prevalent. By partnering with a Managed Service Provider (MSP), businesses can have their IT infrastructure constantly monitored for potential issues, which are then addressed before escalating into significant disruptions.
Comparing IT Support Strategies Reactive IT Support
The traditional “break-fix approach” involves responding to IT problems only after they have occurred, which can lead to considerable damage. Typically, this scenario unfolds when a server crashes or an application fails, prompting the need for an outsourced IT service to come in, assess the problem, order any necessary parts, and eventually resolve the issue. Such incidents can result in costly operational downtime, sometimes amounting to thousands of dollars.
The time from detection to resolution can span hours or even days, during which the damage to the business can be substantial. Companies employing this method not only face income loss due to operational downtime but also incur unpredictable expenses from the IT service provider, which often aren’t accounted for in the budget. Additional consequences of this reactive approach include employee frustration, customer dissatisfaction, and potential harm to the company’s reputation.
Despite some organizations believing their IT infrastructure to be failproof, the reality is that no system is immune to failures, making this approach to IT support largely disadvantageous.
Proactive IT Support
In contrast, a proactive IT support model involves an MSP that actively monitors a company’s networks and equipment all day, every day. These IT professionals regularly test systems and thoroughly check for a multitude of potential issues. When they identify a problem, they discreetly resolve it, often without the company being aware of the issue.
Proactive Managed IT services also ensure that systems and software are up-to-date by carefully testing updates before implementing them across the network. This not only keeps the systems current but also prevents the installation of potentially problematic updates. The advantages of a proactive approach extend to 24/7 helpdesk support, allowing a company’s internal IT staff, if present, to concentrate on value-adding projects rather than constantly dealing with emergencies. Support is always a phone call away, regardless of the time of day.
Moreover, with proactive Managed IT, budgeting becomes more straightforward with a fixed monthly cost. In the event of a crisis, such as a server breakdown or cyberattack, the value of the MSP is often realized many times over through the costs it helps to avert. As IT infrastructures grow in complexity and cyber threats become more advanced, organizations are increasingly choosing a proactive approach.
This strategy not only ensures maximum uptime and productivity but also helps to mitigate risks and prevent problems before they arise.
