In a previous blog article titled “Your IT Support is Performing Exactly as it has Been Designed to Perform”, we stated: “If your IT support is designed to “close reactive support tickets” rather than “reduce time spent on reactive support tickets”, then most likely there will not be enough time to spend on high-value proactive initiatives. You do not have to settle for IT support that focuses on reactively closing tickets and making reactive technology recommendations. If you prefer the positive outcomes common with proactive support vs. reactive support, you have to ensure your tech support (outsourced or in-house) is truly designed to deliver the end results you desire. Like so many things in business and in life, with IT support you reap what you sow.”
Most of the small businesses we meet don’t have a full-time IT staffer, or employ one IT professional who spends the lion’s share of their time putting out the flames of near-constant reactive support requests. Generally speaking, unless there is a recent or ongoing issue, the leaders in these organizations we talk with consider everything to be “fine” with the IT support if: their outsourced provider just answers the phone or shows up onsite when there is a problem, or their dedicated IT employee gets to each issue in a timely fashion.
In other words, if there are no visible fires, things are “fine”. We find this vision of “fine” so much less than what is possible and should be expected – so much less than what our clients experience. Over time, we have come to understand that the primary reason for accepting what these successful business leaders are currently experiencing with their IT support as “fine” is that they don’t have a frame of reference that would lead them to think any differently. They are experiencing what the majority of their peers experience.
We are in a market inundated with IT support (outsourced or in-house) that subscribes to the age-old ‘see a problem, fix a problem’ model with perhaps some basic remote monitoring and occasional IT recommendations (what others may consider proactive and we know to be reactive when compared to what we deliver). Many small business leaders have never been exposed to what we know is possible in terms of end results when your IT support is truly proactive vs. reactive. The end results we deliver being truly proactive include: more secure and predictable IT, improved network effectiveness and employee productivity, reduced IT risk and increased competitiveness.
Why isn’t more computer support truly proactive if the end results are so much more valuable when compared to what most consider “fine”? Primarily, because most in the small business IT support world don’t realize they are what we consider reactive. And, for those that do understand the difference, before their results can dramatically improve and become truly proactive, they must first make the time, and other resources required available to transition from reactive to proactive.
To make this transition in small businesses, IT support time must be won back by spending less time working on reactive issues. The only way to accomplish this is to reduce the number of reactive issues AND reduce the amount of time it takes to resolve the issues you must address (these cornerstones of proactive IT support will be the focus of a future blog article). Achieving this is much more difficult than it sounds when you are setup to operate reactively. Your IT support (outsourced or in-house) must have the leadership, time, desire, knowledge, experience, discipline and financial resources to develop the processes and dedicated roles necessary to not only make the change from reactive to proactive, but to deliver processes and ultimately the end results.
Having made the transition from a reactive to a proactive IT support provider, we know firsthand the challenges. We also know how dramatically different in a positive way each day is for us and our clients after having successfully transitioned. If you value technology, and its role in achieving your business goals, we urge you to challenge your current understanding of “fine” when it comes to your IT support (outsourced or in-house). With the necessary IT support roles doing the key things correctly, you too can expect your IT support to be truly proactive and positively impact your bottom line with:
- Reduced risk, increased security and more predictable IT
- Improved IT effectiveness and employee productivity
- Increased competitiveness and profitability
A question we asked in our last blog article is worth asking again: “If you could dramatically reduce the time your employees are distracted from their core responsibilities by IT issues, and win back employee time with more efficient technology use while benefiting from more effective technology, what would change in your organization – what would change in your life?” Expect more from your IT support!
The team at CyBerJaz is great at solving IT problems, but we’re even better at designing agile, truly proactive technology management programs. If you would like to learn more about moving beyond reactive IT support and the results our clients experience — contact us today.