Knowing the Difference Between Proactive and Reactive IT Support

Swami Nathan Mon, 04/12/2021 - 07:56

In today's fast-paced economic environment, even minor IT issues can result in a significant loss of revenue. Overloaded networks and failing printers may lead to disgruntled workers, reduced production, and unhappy customers.

Many companies take a reactive approach to managing their IT. While the break-fix method can save your IT provider or department a few hours of work per week, it also results in many additional hours lost and money wasted when systems fail completely later.

In this article, we'll discuss the discrepancies between proactive and reactive support, as well as why the proactive approach is so critical to your company's success.

What is Reactive IT Support?

Reactive support, also known as the "break-fix approach," occurs when companies react to problems after they've happened – and possibly caused damage. Typically, when a company's server or application goes down or fails, an outsourced IT service is called in to diagnose the problem, order the required replacement parts, and, finally, repair the problem.

This causes organizational downtime, which can cost thousands, if not millions, of dollars. The time it takes to find and repair a problem can be hours or days, and during that time, serious harm can be done. Not only does this approach result in a loss of revenue due to operating downtime, but it also results in a bill from the outsourced IT provider for an undisclosed sum that was not budgeted for.

In addition to the maintenance costs, downtime will result in disgruntled workers, unhappy customers, and a tarnished reputation.

While some businesses believe their IT infrastructure is impenetrable to errors and the costs that come with them, the fact is that none is, and this approach to IT has little benefits.

What is Proactive IT Support?

Proactive IT support is a proactive approach to IT support. Identifying and resolving possible concerns before they become critical. Automating processes and keeping track of key technology assets are two of the most critical aspects of proactive support.

The IT department should keep an eye on both software and hardware problems. This helps you to keep a close eye on your company's IT systems. Although software issues may often be handled remotely, hardware issues normally necessitate the involvement of a technician. When compared to reactive IT support, proactive IT support usually results in less downtime. Problems should be resolved until they render an asset or device inoperable.

Proactive vs. Reactive IT Support: What's the Difference?

A reactive IT support strategy, as the name implies, includes responding to problems after they have occurred. For example, if you're having backup problems, you can seek help to resolve the problem. Your company suffers from an interruption of business continuity as the problem is being resolved.

A proactive IT support approach, on the other hand, remains one step ahead of the game by regularly maintaining IT processes and keeping alerts in place for any possible problems that might occur. If you want, you can call it prevention rather than treatment. Normal maintenance and servicing will significantly reduce the amount of downtime that companies experience as a result of technical issues.

When it comes to technological explanations for downtime, business operating systems, printers, and internet connections are three of the most common culprits. According to a survey, it can take up to 30 minutes for a person to get back into a task after an interruption or diversion. As a result, you can imagine the long-term repercussions of a business's frequent IT disruptions due to a lack of proactive IT support.

The Advantages and Disadvantages of Proactive and Reactive IT Support

Every business wants to keep its IT system running smoothly. It needs to remain online to prevent attacks that could be costly in terms of lost business, fines for violating data privacy laws, and reputational harm that is impossible to fix. This is why a growing number of businesses are opting for proactive IT support. It's similar to going to the doctor on a regular basis to catch any possible issues before they turn into anything more dramatic.

One of the key benefits of proactive IT supports over-reactive IT support is the ability to prevent issues from occurring. When done correctly, it will help to reduce the amount of reactive IT support time required so any risks are dealt with before they occur. However, proactive support is more costly than reactive support because it requires more skilled personnel to operate on a device, but it will pay off in the long run.

One of the biggest advantages of reactive IT support is that it's the only way to address something that happens right away — or to assist with a new problem that you don't know how to solve. Customers and clients like to know that if their network has issues, they should call an IT support desk for assistance. It provides peace of mind in a digital world where problems — and experts solve them.

Knowledge bases, FAQs, images, guides, tutorials, and other online content, resources, and tools can all be used to provide proactive help. As a result, it can significantly reduce the need to contact an IT support desk, saving both time and effort. Instead of spending hours on the phone being guided through a query, you can now find the solution quickly and easily online.

Contact Teceze today

Every aspect of IT support at Teceze is approached with a positive mindset. This entails establishing a working partnership with our clients so that we are always in a position to provide assistance, advice, and support for all of your managed IT services.

If you're not sure if your IT support and data management could use a boost, we can give you a free, no-obligation assessment of your managed IT services. We approach our clients with a versatile and personalised approach, and we will develop a constructive and successful plan for your business. Simply contact us to learn more about how we can help your company stay up and running at all times.

In today's fast-paced economic environment, even minor IT issues can result in a significant loss of revenue. Overloaded networks and failing printers may lead to disgruntled workers.

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