When most people picture IT support, break-fix services come to mind. Employees go about their work day until they face an IT issue and call a reactive support line to help them solve it.
However, relying on frequent calls for IT support leads to productivity losses and financial strain. Even minor technical difficulties waste time that your team could spend elsewhere. Plus, you could just get stuck addressing recurring IT issues instead of focusing on innovation.
Adopting a proactive IT model like managed services is crucial for all businesses that intend to streamline operational processes.
– Resultant VP of Technology and MSP Solutions AJ Watson
The good news is that there’s a better way to resolve issues. IT managed services can prevent issues before they have a major impact. The rest of this article compares managed services vs. break-fix services and explores why and how you should switch to managed services.
What Is the Break-Fix Model?
The break-fix model is a reactive approach to IT management. Businesses using this model seek IT support only after a problem occurs.
This method may seem cost-effective due to its pay-as-you-go structure. However, these unpredictable costs add up over time. IT issues are variable, greater during certain periods and fewer in others, which can cause unsustainable budget fluctuations.
What Is the MSP Model?
64% of companies now use MSPs instead of break-fix support. The MSP model provides a comprehensive, proactive approach to IT management. Managed service providers (MSPs) monitor and maintain IT infrastructure, conduct hardware assessments, and perform software updates all for one fixed monthly fee. Most MSPs will also provide reactive support as needed as part of their service level agreement (SLA).
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Why Shouldn’t You Rely Solely on Break-Fix IT Services?
Even with a proactive MSP, you still may require reactive IT support periodically. The goal isn’t to eliminate reactive services altogether. The goal is to avoid relying solely on this model. Here are the key reasons why.
1. Extended Downtime
By relying only on break-fix services, you risk extended downtimes that leave critical systems non-operational until technicians arrive. The break-fix model doesn’t have response or resolution timeline guarantees, making it hard to predict how long downtime will last.
With the average cost of IT downtime at $9,000 per minute, the risk goes far beyond disrupted business operations.
2. No Monitoring
Proactive monitoring is essential to maintain system integrity and security. The absence of proactive monitoring in a break-fix model leaves systems vulnerable to undetected issues and outdated security protocols. Threats can escalate unnoticed, increasing your risk of data breaches, hardware failures, and compliance violations.
3. Fluctuating Costs
Repeated emergency fixes cost more than ongoing, proactive management. Plus, it’s difficult to plan your IT budget when support costs vary from period to period based on the frequency of IT issues.
To give yourself a rough idea of what you may be spending on reactive support, try this online calculator.
4. Lack of Preventive Maintenance
Systems without regular updates and optimizations are more likely to fail. Break-fix services often skip preventive maintenance, leading to increased risks of breakdowns. Ongoing support keeps technology running smoothly and reduces the chances of major failures.
5. Inconsistent Response Times
Since there are no service contracts, IT technicians may not be readily available when issues arise. This conflict of expectations can cause frustration when you and your teams need IT support. Productivity grinds to a halt as employees wait for help to arrive and solve the problem.
6. Limited Scalability
The break-fix model doesn’t scale well with business growth. As companies expand and their IT needs increase, the lack of a structured approach makes it difficult to keep up with new demands. A more comprehensive managed IT strategy ensures that systems can grow alongside the business.
Signs That It’s Time to Switch to an MSP
1. Repeated IT Issues
If you’re repeatedly encountering the same IT problems, it’s likely because your current approach only addresses symptoms instead of the root cause. MSPs focus on solving the underlying issues to prevent them from recurring.
2. Slow Issue Resolutions
When IT problems take too long to resolve, it disrupts operations and productivity. Waiting for solutions is frustrating and also impacts employee morale. MSPs use proactive monitoring and automated alerts to detect and fix problems in real-time, reducing your wait time and improving the employee and customer experience.
3. Performance Issues
Ongoing performance problems, like slow networks or frequent system crashes, indicate that reactive support isn’t enough. MSPs provide continuous monitoring and management to prevent these issues from affecting day-to-day business functions.
4. Limited Access to Specialized Expertise
Break-fix IT providers might not have the expertise to handle complex IT environments. MSPs provide access to a team of experts who specialize in various areas, such as security, infrastructure, and cloud management.
5. Rising IT Costs
The cost of IT is predicted to rise by 8% by the end of 2024. If your business is seeing increasing IT expenses, switching to an MSP can help manage costs more effectively. This approach keeps your budget in check by reducing the need for expensive emergency repairs and downtime.
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How to Switch IT Service Models
1. Evaluate the Limitations of Break-Fix IT Support
Assess your current break-fix model and pinpoint its limitations. This analysis will inform your decision when selecting a managed service provider that can address these limitations. The goal is to shift from a reactive to a more proactive approach.
2. Define Your IT Needs for Managed Services
Clearly outline what your business requires from an MSP. Key areas might include continuous network monitoring, cybersecurity solutions, reliable data backups, and system performance optimization. Defining these needs upfront helps ensure that you select an MSP capable of meeting your operational requirements.
3. Research and Choose the Right MSP
Choose an MSP that offers specific services aligned with your needs. Review their SLAs, check customer feedback, and ensure they have experience working in environments similar to yours. A well-researched choice will lead to smoother IT management and better long-term results.
Of course, there are certain answers that you should look for when asking these questions. Avoid using “yes” or “no” questions. Try to ask open-ended questions to get detailed insights into what the potential MSP can do.
Here are some ideas.
| “What specific industries do you have experience in?” | The MSP should provide examples of experience in your industry. They should show understanding of industry-specific regulations and challenges. |
| “How do you handle scaling as our company grows?” | The MSP should explain a clear plan for growth support. Look for flexible service and infrastructure options. |
| “What tools and technologies do you use for monitoring and managing IT systems?” | The MSP should use reliable, current tools that optimize efficiency and security. Look for tools known for automated monitoring and advanced management. |
| “How do you address cybersecurity threats?” | The MSP should describe proactive security measures. These include real-time monitoring, layered defenses, and a clear response process. |
| “What is your typical response time for critical issues?” | The MSP should provide specific response times, supported by SLAs and real examples. |
4. Plan for the Transition Period
Work closely with your selected MSP to develop a detailed transition plan. This plan should address timelines, prioritize critical systems, and define any necessary migrations or reconfigurations. A well-structured transition minimizes disruptions to your business operations.
5. Begin the Onboarding Process
During onboarding, provide the MSP with access to your IT systems for a thorough initial assessment. This assessment helps the MSP identify critical areas for improvement and set up tools for monitoring and management. Early detection of issues leads to faster optimization of your IT environment.
6. Review and Adjust Service as Needed
Regularly review your MSP’s performance and verify that they’re meeting their SLAs. Adjust services as your IT environment evolves to maintain alignment with your business goals. Ongoing communication helps ensure any emerging needs or challenges are addressed promptly.
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Ready to Make the Switch? Talk to Resultant
Knowing how and why to switch to managed services is valuable. However, improving your operations through IT isn’t as simple as just switching service models. You need assurance that you have a great partner by your side.
Resultant is a great choice. We’ve helped over 200 other organizations meet their long and short-term technology goals. If issues do arise, we also offer a professional IT helpdesk that has a 96.6% user satisfaction rating.
Reach out to us today to get started
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