Proactive IT Support


Instead of waiting hours for someone to fix a problem after it’s brought operations to a halt, you can prevent them by proactively managing your IT systems. It’s why businesses, especially small and mid-sized ones, are forgoing the “fix it once it’s broken” model and opting for ongoing IT management.

In the process, they’re discovering greater reliability, increased productivity, and streamlined IT costs. In this blog, we explore the differences between proactive and reactive IT support, and why businesses such as yours are opting for the former.

“In the realm of IT, foresight isn’t just beneficial—it is essential for ensuring business continuity and growth,” says Michael Kourkoulakos, CEO of NENS.


What is Proactive IT Support?

Being proactive means staying one step ahead. Proactive IT support isn’t just about fixing problems; it is about anticipating them before they even occur.

This approach emphasizes establishing a resilient IT framework. By incorporating routine system audits, continuous performance monitoring, regular maintenance, and a lifecycle management plan, you ensure that your systems operate at peak efficiency and potential issues are identified before they escalate.

In doing so, you foster a more streamlined and performant IT environment, which can support your operations.

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Reactive vs. Proactive Support

Reactive IT support operates on a “fix-it-when-it-breaks” mentality (which is why it is commonly called break/fix), addressing issues only after they manifest. Unlike its proactive counterpart, which emphasizes prevention, reactive support responds to problems as they arise.

For instance, if a company’s email server goes down, reactive IT support would step in to resolve the issue, but only after the disruption has occurred, most likely causing delays and hindering productivity.

Here’s how reactive and proactive IT support compare:

Feature Proactive IT Support Reactive IT Support
Approach Anticipates and prevents issues Addresses issues only after they occur
Cost Implications Predictable monthly costs with potential long-term savings Unpredictable costs with potential for high emergency fees
Efficiency Ensures continuous operation with minimal disruptions Risks frequent downtimes and disruptions, affecting business continuity
Security Regular updates, real-time threat alerts, audits, and proactive measures against threats Reactive to threats, potentially after a breach has occurred
Scalability Adapts to business growth with forward-planning Does not scale well; downtime has greater impact on operations as the business grows
Resource Utilization Efficient use of resources with planned maintenance Strain on budget as unplanned expenditures arise
Customer Satisfaction High, due to consistent system performance and reliability Can be compromised due to unforeseen system downtimes

The reactive support approach is feasible for only the smallest businesses with a very simple IT setup and no more than a handful of devices. The moment you are maintaining more than, say 10 or so workstations and mobile devices, a reactive approach is most likely costing you more in lost productivity and hourly fees than proactive managed IT services.


Benefits of Proactive IT Services

Here are the top benefits of proactive IT support:

  1. Minimize Downtime: With 24/7 monitoring, proactive IT support services ensure that potential issues are identified and addressed before they can disrupt your day-to-day operations.
  2. Cost Savings: Investing in a proactive IT support partner might seem like a significant expense, but in the long term, it is more cost-effective. Preventive measures reduce the need for expensive break-fix solutions and lost productivity
  3. Enhanced Performance: Regular updates and optimizations mean your systems always perform at their peak.
  4. Improved Cyber Security: With the rising threats in the digital world, having a proactive approach to cyber security is no longer optional. Regular checks ensure your systems are protected against the latest threats.

Plus, you will pay only for the services you need since most managed IT service providers have packages you can choose from.


Proactive IT Support In Action

Discover how the proactive approach manifests in the real world (and how it compares to reactive support).

1. System Updates & Patch Management

  • Proactive: A construction company uses a specialized project management software to track projects, allocate resources, and ensure timely delivery. Proactive IT support ensures that this software is consistently updated with the latest patches, preventing potential glitches that could disrupt project timelines, resource allocations, or communication between teams.
  • Reactive: The same construction company only updates its project management software after a project timeline is disrupted or when there are miscommunications due to software errors, possibly resulting in project delays, budget overruns, or unsatisfied clients.

2. Continuous Monitoring & Alerts

  • Proactive: A financial firm’s server is monitored 24/7. When irregular activity is detected, indicating a potential cyber-attack, the IT team is alerted and takes immediate action, preventing data theft.
  • Reactive: The firm only realizes there has been a cyber-attack after clients report unauthorized transactions.
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3. Backup and Disaster Recovery Planning

  • Proactive: An R&D firm, heavily reliant on its vast collection of intellectual property ranging from patents to blueprints and proprietary software algorithms, ensures that all its IP data is backed up daily to a secure offsite server. In the event of any local server crashes or data corruption, they can quickly restore all their invaluable IP with minimal downtime, ensuring their competitive edge is preserved.
  • Reactive: The R&D firm only realizes the importance of consistent backups after a major data corruption event, resulting in the potential loss of years of research, development, and innovation, compromising their market position and potentially causing financial setbacks.

4. Security Audits & Vulnerability Assessments

  • Proactive: A healthcare provider regularly conducts security audits on its patient database system. Any potential vulnerabilities are addressed immediately, ensuring patient data remains confidential.
  • Reactive: The healthcare provider only reviews its security measures after a data breach, leading to potential lawsuits and a damaged reputation.

5. Employee Training & Education

  • Proactive: A tech startup regularly trains its employees on cybersecurity best practices, ensuring they can recognize and avoid phishing emails. As a result, when an employee receives a suspicious email, they report it instead of clicking on any links.
  • Reactive: The startup only invests in employee training after a successful phishing attack compromises their intellectual property.


Protect Your Productivity With Proactive IT Support

In the battle of proactive vs reactive IT support, the proactive approach emerges as the clear winner for businesses aiming for uninterrupted productivity. Proactive IT support anticipates and resolves issues before they result in downtime.

Moreover, an ongoing relationship with an IT partner allows you to build a streamlined IT environment rather than a patchwork of IT systems.

For more than 30 years, NENS has been a leading provider of proactive IT support services, ensuring businesses like yours can stay ahead of potential IT challenges.

Bolster your IT infrastructure and help your business grow with proactive IT support from NENS. Learn more about what our proactive services can do for your business by contacting us today for more information and to schedule a consultation.


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