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A Guide to It Support: Reactive vs. Proactive

 If you’re looking to establish an IT support strategy, one of the first questions you’ll need to answer is whether you want to be reactive or proactive in your support plan. Reactive support plans react to issues as they arise; proactive support plans try to anticipate and prevent them before they happen. While there are pros and cons to both strategies, understanding the benefits of each can help you determine which one will work best for your business. For example, if your business relies on having a reliable technology infrastructure, it might be better suited to a proactive support plan.

IT support in toronto by Technical Action Group

 Learn more about reactive vs. proactive IT support here!

A Guide to Reactive IT Support Model

This is called the break-fix approach. It goes like this: if it isn't broken, don't fix it. With this type of IT support model, companies respond after the problem has occurred, for example, after the damage has been done. This can lead to long downtime periods and may cost your company lots of money. You can take hours or even days to pinpoint the problem and solve it, and the end result can be costly. Also, reactive measures lead to unplanned billing from the managed service provider. When you’re dealing with reactive IT support, it means that you’ll need to get in touch with your company whenever you have a problem with your devices or software systems.

Benefits of Reactive IT Support 

As discussed, Reactive IT support is focused on resolving an issue once it’s already occurred, rather than preventing issues from occurring in the first place. While reactive technology support methods can sometimes be effective at resolving problems (e.g., if you have a virus and need antivirus software installed), they’re largely inefficient and can lead to large expenses if implemented consistently over time. The three main benefits of reactive IT support are as follows: 

1) You get help when you need it most—when your computer or other device breaks down or stops working properly. This means that, with reactive IT support, your computer or device will generally work fine until there’s a problem—at which point someone else will fix it for you.

2) Reactive technology support can be cost-effective if you have a limited budget and aren’t looking to invest in preventative measures (e.g., antivirus software). However, over time, reactive technology support can become costly due to its inefficiency and increased risk of downtime. 

3) If you’re more concerned about getting immediate assistance than preventing future problems, then reactive technology support may be right for you. However, keep in mind that no matter how much money you spend on a service provider, it won’t guarantee immediate assistance all of the time. 

A Guide to Proactive IT Support Model 

To promote long-term, effective, and efficient IT service management (ITSM), it is imperative that organizations adopt a proactive strategy for managing their IT systems, which is what proactive support entails. This type of service delivery focuses on increasing uptime, availability, reliability, and efficiency of IT services throughout an organization. Proactive support can be achieved through many different strategies, but all are based on one key principle: identifying potential issues before they occur and taking action to prevent them from happening in the first place. 

Benefits of Proactive IT Support

Lower Downtime: With proactive IT support strategies in place, small breakdowns and technical problems can be handled before they become big problems that cause downtime across multiple systems or affect larger portions of your business operations. By catching these things early on, you have time to resolve them before they snowball into more severe and expensive problems.

Reliable solution for every industry: Have a reliable disaster recovery plan in place that incorporates top-of-the-line strategies that ensure your company will remain successful should your offices be affected by fire, flood, or cyber-attack. This proactive approach to technology management also helps identify potential security threats and vulnerabilities before they pose serious risks to your network. 

Data-driven Decision Making: You can make better decisions with the help of the data your managed service partner has organized, analyzed, and shared. Some IT companies offer regular reports on your overall health as well as recommendations for future improvements. If there are ways to increase efficiency without breaking budgets, it’s easier for an IT provider to provide suggestions when they are part of an ongoing partnership rather than working under contract every time something goes wrong.

Efficient System: Best of all, this comes with a solid, full-time monitoring system, as well as proactive IT support. Feel reassured that your computer system will not be hacked by malware and will also function much faster and be more efficient. Even with minimal intervention, proactive IT services help ensure that your networks and hardware stay at optimal performance and security levels. 

Which is Better for Your Business

If you’re new to running a business, you might not know what proactive and reactive IT support is—or how these two approaches can affect your business in different ways. Although both are forms of support, each approach is quite different when it comes to managing your technology infrastructure and keeping it up-to-date for maximum performance and uptime. It generally depends on your individual requirements. For example, if your business only requires very little IT support and usually doesn’t go through technical issues, then reactive would be a great option for you. 

But with Proactive IT support, you can have all sorts of advanced benefits that can take the whole experience to a new level. Additional benefits of Proactive IT solutions are that they free up your team or employees so they have more time to focus on doing something productive like improving your company. Hiring IT support in Toronto by Technical Action Group might seem expensive up front, but they can save you money in the long run due to reduced downtime, a longer lifespan for your IT equipment, and fewer instances of being hacked.


IT support has become a vital part of every organization’s operations, with some companies relying on external firms to provide their tech support, while others choose to handle this in-house. No matter the method you choose, it’s important to understand the different types of IT support that are available so you can pick the one that best suits your business needs. The information presented above will help you have a better understanding of both these approaches so that you can make the right decision for your organization. 

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