Do you have a love-hate relationship with your IT support company? Do you find that every time an issue arises you find yourself looping around the following steps?
- A support call is lodged with your IT services provider,
- The support provider responds through remote or onsite support,
- The problem is isolated,
- The solution is applied,
- The solution is explained to the you (usually in high-level technological slang).
Steps 1 through to 5 are usually repeated regularly, sometimes monthly, or sometimes weekly. It all depends on the network size and how much you invest into your IT system.
Invest? Your mind goes straight to thinking about MONEY MONEY MONEY… Well I’m not necessarily referring just to money.
In I.T. there are 2 different kinds of support that your business can have:
- Reactive support
- Proactive support
Meaning of reactive: “Done in response to a problem or situation”
What does reactive support mean? Basically it means that whenever an issue arises you react to it. See most businesses will survive with reactive support, but they will find that they are spending all their time and money getting rid of the issues in their system, and no time moving forward. Reactive support causes businesses to spend majority of their budgeted IT expenditure on keeping their system alive as they are stuck in the ‘5 step’ process that was outlined above. Reactive support will cause you put up with a system that is never going to move forward and never going to fully benefit your business in the way a proper IT system should.
Meaning of proactive: “Acting in advance to deal with an expected difficulty”
So hopefully by now you have figured out what proactive support is… I suggest that you follow the below steps to ensure you (and your I.T. support company) are being proactive:
Have a strategic plan !
- Ask your IT services company to perform regular maintenance checks of ALL networking infrastructure.
- Organise staff training sessions on the IT system. This will make sure that all your staff are on the same page.
- Set upgrade dates throughout the year, where all software and firmware updates can be applied to your core infrastructure (4 times a year is recommended).
- Ask your IT support company to integrate monitoring software into your network, that way you (or they) will be notified as soon as something goes offline.
- Keep a log of all issues that occur on your system. This can be used to look for trends and get to the root of the problem (EG failing infrastructure, staff training etc)
At Bow Valley IT Services , we have come across a number of businesses that are ‘stuck in a rut’ when it comes to their IT Systems. They feel like it doesn’t matter what they do, their network always seems to be behind normal business standards. Situations like this is where valuable time and money goes to waste. We want to encourage you to consider how proactive you and your business are when it comes to IT networking. It is something that will really make a massive difference to your business.
Bow Valley IT Services provides IT support services for small businesses and residential computer users in the Calgary area. Some of our services include computer repair, malware and virus removal, disaster recovery. Our convenient online remote IT support allows us to preform computer repairs without you having to step foot outside your home. For more information on our IT Support Services please call us 403-863-9352, email at email@example.com or fill in our online form.
source: IT Support: Proactive or Reactive?
Author: Graeme Campbell