Proactive or reactive (Break/Fix) services? Most of IT service providers still relay on reactive (Break/Fix) service model and invoice their customers based on hourly-rate billing model. Although clients are aware of the fact that proactive monitoring of their infrastructure is an advantage and that it helps detect and eliminate issues, data loss and downtime, clients are still more likely to opt out for Break/Fix or reactive model.
The real reason for this is in the perception that users have towards proactive services. In the reactive model, the math is simple. When problem occurs the user contacts the IT service provider, the provider fixes the problem and charges client for their time (in most cases it is already included in monthly service costs), troubleshooting costs and equipment costs (in case there are parts that need to be replaced). With this simple logic, clients comes to the following conclusion: