What is Reactive IT support?

Reactive IT support fixes problems once they have occurred. A server might crash, your company might fall victim to a cyber-attack, your email services malfunction, or you may accidentally delete an important document. These events have happened, and reactive support offers a solution-based action following the event.

Following this kind of scenario, a customer will log a support ticket and the ticket will be picked up by the IT support team. The support team will then seek to fix the problem. The key is that the crisis event has already happened.

What is Proactive IT Support?

Proactive IT support aims at preventing issues from occurring in the first place. Proactive support identifies points within your IT infrastructure that are susceptible to failure.

If your business is using an old server, the server has been rusting away in the corner of your office for years, a proactive approach would identify this server as a possible cause of the crisis. We may audit the server and benchmark its operational capability and provide you with a risk assessment. Our recommendation may be to replace the server or migrate the data to the cloud.

This action is aimed at preventing a future scenario in which the server fails at a critical moment, creating disturbances in your business’ operational capability, reputational and financial damage, created by the infrastructure failing.

Cybersecurity; Proactive & Reactive

Cybersecurity is an area that demands proactive and reactive support. Cyber attacks will occur sooner or later and a reactive approach will be needed in order to mitigate compromised points within the IT infrastructure in the aftermath of an attack.

Binance, a cryptocurrency exchange, was recently hacked and lost £30 Million as a result. The CEO of Binance was quick to respond on a number of fronts, mitigating further reputational damage. He took to Twitter and live streamed updates concerning the company’s state of health. The company also shut down deposits and withdrawals into and out of the exchange locking down their vulnerable infrastructure whilst they looked for compromised accounts within their network.

These were reactive actions that were taken by the company. One action mitigated reputational damage, and the other prevented more money being stolen from the exchange.

The CEO said on his live stream that the exchange would be investing in tighter protection against such crisis’ in the future. The CEO promised to enhance the security of the exchange preventing, or at least greatly reducing, the likelihood that something like this happening again in the future. This is the proactive action that was taken. Investment in better security to protect assets in the future.

Both approaches to support are concerned with reducing risk. Reactive seeks to reduce risk via action taken in the moment of crisis. Whilst Reactive seeks to reduce risk by reducing the possibility of anything going wrong in the first place.

In an ideal world, a perfect proactive service would reduce the need completely for reactive support, but we all know that this is never the case!