Let’s compare break-fix support and managed services to help determine which option is the right fit for your business.

Break-Fix Support

IT services will be provided at the request of a client. These are typically performed by a technician who addresses all problems on the company premises. A client will receive a bill for materials provided and time spent.

Managed Services

A managed services provider (MSP) provides IT support holistically to a client. A service level agreement (SLA) between the two parties sets forth the conditions and terms in detail. Typically, MSP services will include remote monitoring and maintenance done remotely, and the objective is to address issues before they affect the client and lead to system failure.

Transition From Break-Fix Model

We have seen a significant and growing transition from the break-fix model to managed services among organizations. However, break-fix support still represents a substantial portion of the business of many MSPs. A recent study of managed services providers around the world found more than 70% providing a mix of break-fix and managed services support.

Break-Fix Model Issues

Break-fix services may turn out to be the correct model for particular clients and certain situations. For certain situations, the break-fix model can promote effectiveness and profitability. However, the managed services model is presently the dominant business model.

Break-fix models tend to lead to environments where an MSP is constantly dealing with an upset client who is facing a crisis, but is reluctant to pay for services to address the problem. It can eventually lead to an unfortunate combination of miserable technicians, unhappy clients, limited cash flow, and greater costs.

Part 2 will discuss the Fundamental Flaws of Break-Fix and Benefits of Managed Services.

Alpha Business Support

Choosing an expert computer technology-support provider is an important decision for your business. Alpha has been a trusted partner of many companies in the Washington, D.C., Baltimore, and Annapolis areas since 1990 and offer:

• 24/7 Managed Services for Business Computing Systems

• Network and Mobile Computing Support

• Disaster Recovery Planning

• Software Development

For affordable client-focused network consulting services and solutions, please call Alpha today at (410) 295-9500.