The traditional 'IT Support' process follows a very reactive process:

1) The user discovers a problem

2) The user attempts to fix the problem

3) The user calls the IT support company

4) The IT support company puts the issue in a queue

5) The issue is resolved

6) Repeat to fade...


The reactive nature of this type of support throws up a number of problems:

The problem is only 'visible' when it affects someone

Many problems that occur can build up over a period of time until they eventually affect a part of the machine that becomes noticeable to the user (such as a crash or a slowdown). The major problem could have been prevented if the smaller problems had been identified and resolved earlier.

The knock on affect of the issue may present problems that would otherwise have been prevented

In a similar way the current problem may present a much bigger problem in a chain reaction of issues if not dealt with properly.

The lack of communication needed to support a network means IT companies don't need to know about other areas of the business

The IT Company that just fixes problems when they occur do not need to know what the business does, how they do it and whether they are successful in what they do.

The IT Support company only support the technology they know about, they don't actively seek better ways to do things

The reactive method restricts the support company to 'support only', the easy way to provide technology services to companies.

The Alternative

Technology management is a proactive method of providing technology services to companies. Proactive means that the technology management company provides:


1) Highly preventative support using 24/7 monitoring, alerts and regular checks and optimisation

2) High level of transparency to ensure clients know where the technicians are and what they are doing or have done

3) Regular communication with clients to discuss concerns, weaknesses, problems

4) Regular communication with clients to discuss opportunities, ideas, possibilities

5) Expertise in more business orientated areas such as accounts or CRM

6) More business savvy consultants to merge the technology options with the business and to help with decision making in technology


Some IT providers are starting to change the way they support their clients, many have started to use network monitoring tools, some offer more business orientated services, very few can offer technology strategy and planning services.

We can...