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:
Problem = Resolving the issue = work
No problem = No issue to resolve = no work
Of course no one has become an entrepreneur and started a business just to pay someone for doing nothing, especially today in these economically challenging and uncertain times. What customers don't realize is that IT service provider through proactive system monitoring can detect problems and prevent issues before they turn into major problems or down time. This can be a simple issue with hard disk or RAID system, RAM, processors and/or the detection of security issues (malware, ransomware, etc.). It also means that the cost can be completely eliminated or much lower because the IT service provider detected and resolved the problem in time.
No problem = search & detect problems = resolve problems = no problem
When it comes to proactive services, there is no 'work' and 'no-work' option. IT service providers that offer proactive services are fully dedicated to ensure data integrity, system availability and security through 24/7 monitoring of their customer environments. Such approach usually consists of:
- monitoring status of all patches
- monitoring all server event logs
- monitoring antivirus updates and activity
- monitoring firewall activity
- monitoring backup jobs and statuses
- monitoring system bottlenecks (system processes, processor/ram utilization, etc.)
- monitoring application services (Exchange, ISA, IIS, etc.)
- real-time Inventory collection and web-based reporting
- remote support in case of need
In addition to cost reduction and savings on troubleshooting and bringing the system back to operational status customers also very often do not take into account the downtime of their system as well as the impact it can have on their business. With each system crash, there is a possibility of losing certain amount of data even when the user has a backup solution in place. Every security incident (if not detected in time) can cause serious financial problems and damage to the company's reputation.
With the right choice of tools, every IT service provider can move away from reactive (Break/Fix) services to financially more reliable model of proactive services. Proactive services (using the right tools) enable partners to automate monitoring and issue resolving, which ultimately means standardization of their services, increased efficiency and quality of services provided, time savings and ultimately higher revenues.
Our choice - Solarwinds RMM
Solarwinds RMM (Remote monitoring & Management) is a pay-as-you-grow, cloud-based SaaS platform that empowers you to monitor, manage, and secure IT environments of almost any complexity. Set up the system the way you want, customize your workflow for maximum efficiency, and leverage integrations with common third-party tools. Some of the features:
- Remote monitoring
- Remote access
- Network discovery
- Automation and scripting
- Web protection
- Patch management
- Mobile device management
- Backup & recovery
- Endpoint detection & response
- PSA & ticketing
You can find more info and technical details on our Solarwinds RMM web page. In case you want to try the product you can get a free 30 days trial: