If your business has around 10 people, IT support can feel (mostly) straightforward. Someone has a problem, they raise a ticket, it gets fixed and boom, everyone gets back to work! That’s the dream, right? However, when a team of 10 grows to a team of 25, straightforward IT can go out the window. Devices are getting older, licences aren’t always being used, nobody is quite sure who has which laptop and small issues seem to appear more often.
Nothing is necessarily broken, but that doesn’t mean everything is working as well as it could be either. This is where proactive IT can make such a big difference to businesses. But what is proactive IT? And how can it help you? Sit tight, because we’re covering everything you need to know below – and if you’re a little short on time today, why not skip ahead to the TL; DR and FAQ section at the bottom?
What is reactive IT and why can it be a problem?
Before we go any further, we’re not saying that reactive IT support is a really bad thing. Of course, unexpected problems will always happen, and businesses will always need someone to fix them. That’s just life! However, the trouble starts when fixing problems is all your IT provider does.
In a reactive setup, the day-to-day experience is usually pretty simple: something stops working, someone raises a ticket and the issue gets dealt with. Then everyone moves on. For a smaller business, that can seem perfectly reasonable. If the computers work and people can access their systems, what’s the problem?
Well, the problem is that you’re only looking at what’s happening right now. This means that there’s little thought given to what might happen next. Devices aren’t necessarily being tracked against their age, upcoming renewals might not be reviewed, and nobody is looking at whether your IT setup will still work for how your business is growing. It’s a bit like only taking your car to the garage when the engine makes a worrying noise, rather than having it properly serviced on a regular basis. You’re just asking for trouble and potentially costly repairs too.
Why “everything’s working” doesn’t mean your IT is fine
At the risk of sounding very “Return of the Jedi”, assuming that everything is fine simply because your IT setup appears to be working is one of the biggest traps of reactive IT support. This is because with reactive vs proactive IT support, the warning signs aren’t always obvious.
You might have security risks that nobody has reviewed recently. Older devices might be slowing people down, licences could be sat gathering digital dust, and your IT provider might not have a clear picture of what your business owns.
The issue isn’t always technical either, it’s often about ownership. Who is looking ahead and asking whether your current setup is still right for a business that’s doubled in size? A system that worked nicely for eight or ten people can start to creak when you’re approaching 25, because the business has outgrown the way its IT is being managed.
The hidden IT support costs for growing businesses
We tend to only think about IT costs in terms of the monthly support bill, but really there’s a bit more to it than just that. For example, think about an employee whose laptop finally gives up after years of use. If there wasn’t a plan to replace it, someone now has to find a suitable machine, get it ordered, set it up and make sure the employee can access everything they need. In the meantime, that employee might not be able to work. There’s also the question of what’s stored on the old device. If important information is sitting locally and hasn’t been backed up appropriately, a simple hardware failure can become a much more serious issue.
Then there’s the cost you can’t easily whack on an invoice. You could be having a meeting with an important client at their Birmingham office. You’ve prepared your presentation, you’ve got everything ready and then your laptop decides it won’t play ball and you can’t connect to the screen. You’re stood there trying to work out what’s wrong while the client waits. Technically, it’s an IT problem. But from the client’s perspective, it’s your meeting that’s going badly.
That’s why the cost of reactive IT isn’t always about the price of a replacement laptop or another support ticket. Sometimes it’s lost working time, lost opportunities or the frustration of having to deal with an avoidable problem at exactly the wrong moment.
What does proactive IT support look like?
We’re sure you’re now desperate to hear what proactive support looks like instead! Well, for starters, the IT provider isn’t simply waiting for the next ticket to arrive. They have a better understanding of the business’s technology and are looking ahead.
Take the company’s laptops as an example. Rather than waiting for one to fail, the business has a clear picture of its devices, who is using them and how old they are. If several are more than five years old, that can be raised as something to plan for. It might also be clear that some newer devices have lower specifications and could be contributing to performance issues. That doesn’t mean rushing out and replacing everything immediately. It means knowing what’s there and being able to make sensible decisions about it.
The same thinking can be applied to software licences. For example, imagine a business has 15 employees and 15 premium Microsoft licences. A few months later, the team has reduced to 12 people. If nobody checks before the annual agreement renews, the business could end up paying for three licences it doesn’t currently need for another year. A proactive IT provider can review the agreement before renewal, spot the change and adjust the number of licences. That’s a small example, but it’s exactly the kind of thing that can get missed when IT only gets attention after something goes wrong.
What’s the difference between reactive and proactive IT support?
The simplest way to look at it is that reactive support responds to problems, while proactive support looks ahead. With a reactive approach, the business generally contacts its IT provider when something needs fixing. With proactive support, the provider is also bringing things to the business: an ageing device that should be considered for replacement, a licence renewal that’s approaching, a security concern that needs attention or something unusual that is worth investigating.
Is your business ready for proactive IT support?
If your IT currently feels more like a breakdown service than part of your wider business planning, it may be worth taking a closer look at how it’s being managed. A good place to start is by asking your provider for a current list of your devices, who has them and how old they are. Check when your software and Microsoft licences renew and whether you’re paying for anything you no longer need. Most importantly, ask yourself what your IT provider has brought to you recently that you didn’t have to ask about first.
For a growing business, good IT support shouldn’t just be about getting someone back up and running when something breaks. It should give you a clearer view of what you have, what’s coming up and what your business might need next.
If you’re stuck in a reactive IT loop and want to hop aboard the proactive IT train, then book a free, no obligation chat with Mark to talk about how we could work together!
TL; DR
Reactive IT support will always have a place, but it shouldn’t necessarily be the whole strategy. As a Birmingham SME grows, keeping track of devices, licences, software and future requirements becomes increasingly important.
Proactive IT support means looking ahead rather than waiting for problems to land. That can help businesses plan replacements, avoid paying for unnecessary licences, reduce disruption and make IT a more useful part of the wider business.
Frequently asked questions
What is the difference between reactive and proactive IT support?
Reactive IT support deals with problems after they happen. Proactive IT support takes a more forward-looking approach, identifying potential issues, upcoming renewals and areas that may need attention before they become disruptive.
Is proactive IT support worth it for a small business?
It can be particularly useful as a business starts growing. The more employees, devices and software you have, the harder it becomes to keep everything under control without someone taking responsibility for the bigger picture.
How does proactive IT support help reduce costs?
It can help businesses avoid some emergency costs by allowing replacements to be planned in advance. It can also identify unused software licences and other unnecessary spending before contracts are renewed.
What should an SME ask its IT provider to monitor?
Start with the basics: your devices, their age and specifications, software and licence renewals, and any issues that could affect users. Your provider should be able to explain what they’re keeping an eye on and why.
When should a business consider managed IT services in Birmingham?
There’s no specific number of employees that means you need managed IT services. However, if your business is growing and you’re struggling to keep track of devices, licences, software or recurring IT problems, it may be time to consider a more proactive approach.
How much does proactive IT support cost for an SME?
IT support costs for an SME vary depending on the number of users, devices, systems and level of support required. When comparing costs, it’s worth considering the wider cost of downtime, emergency replacements and unused licences too.
Can proactive IT support help a business that is growing quickly?
Yes, having a clear view of your current IT setup makes it easier to plan for new employees, devices, software and other requirements as the business expands, rather than dealing with each change as it happens.