There are several available models for IT support services, but they aren’t all smart business decisions. While it’s true that something is better than nothing, it’s best not to waste space in a precious budget on the wrong services.
A break/fix support model is exactly what it sounds like: A piece of hardware or software stops working, and a technician arrives to fix it. For a one-time fix, this may not sound like the worst way to resolve an issue. A workstation freezes, a technician comes out to solve the problem, and then you’re back to work. However, most scenarios are more complicated. Modern organizations have complex networks of interdependent systems and, for anything more fundamental than a non-functioning computer, break/fix could result in an impressively large bill.
The Trouble With Break/Fix
The computer repair shop model of IT support might still be appropriate for individual, non-business users, but Managing IT systems this way for businesses becomes cumbersome and expensive. However, it’s important to point out that break/fix services aren’t inherently a problem. A break/fix model should be incorporated into a larger technology support plan, rather than standing alone.
When relied on as a core service, a number of problems can arise:
Unpredictable Billing
Typically, break/fix services are billed by the hour and, depending on the scope of the problem, it can be difficult or even impossible to know exactly how much a service will cost. A sporadic payment structure is not conducive to creating a long-term budget. How can you predict the precise number of systems that will require service? What if a large project arises in the first half of the year and eats up the majority of the budget? There are countless scenarios where unpredictability can make things unnecessarily difficult.
Lack of Customization
An IT technician focused on break/fix services isn’t going to have a detailed understanding of the ins and outs of your system. Instead, break/fix takes more of a one-size-fits-all approach. A break/fix provider doesn’t take long-term goals into account or view your systems as a single, holistic unit. They arrive, hopefully fix the problem, and leave.
A Disparate Approach
An organization needs more than a few laptops and some Wi-Fi to get business done. Collaboration software, cloud infrastructure, security tools, and more are necessary. However, without unified support, all of these tools must be sourced from different vendors, and it may be difficult to know who to call when something goes awry.
