When it comes to Information Technology support, businesses typically choose between two models: Managed Services and Break-Fix.
The Break-Fix model is straightforward—something stops working, and you call someone to fix it. While simple, this reactive approach is often less efficient compared to the proactive Managed Services model.
Here’s why Managed Services are the smarter choice:
- Proactive Support
- Managed Service Providers (MSPs) use monitoring tools to track the performance of your systems and applications in real time. This gives them deep insight into your technology environment and allows them to detect issues before they disrupt operations.
- MSPs also maintain thorough documentation, making it easier to troubleshoot problems quickly. In contrast, Break-Fix providers must relearn your systems every time they visit, which slows down resolution and impacts productivity.
- Faster Response Times
- MSPs have dedicated processes for receiving and resolving client issues—often backed by Service Level Agreements (SLAs) that guarantee response and resolution times.
- Their staff is right-sized based on client needs, user counts, and typical service volumes. Break-Fix providers, on the other hand, staff based on demand that’s unpredictable by nature—they’re waiting for things to go wrong.
- Greater Commitment to Resolution
- MSPs are incentivized to resolve issues thoroughly the first time. Ongoing problems consume more of their time and reduce profitability under flat-rate SLAs.
- This drives MSPs to deliver consistent, high-quality support—fixing root causes instead of applying temporary patches.
- Cost Predictability
- Managed Services typically follow a subscription model with a flat monthly fee. This gives clients predictable costs and allows them to estimate IT expenses per employee.
Break-Fix pricing is unpredictable—clients don’t know when or how much they’ll need to spend. This uncertainty often leads to delays in requesting support, ultimately hurting productivity.
When evaluating IT providers, ask about their service model, response times, coverage areas (networks, security, backups, etc.), pricing structure, and guarantees.
Knowing what you’re getting helps you make better business decisions and avoid surprises down the line.
By J. Antonio Rico, ESEI President
