TABLE OF CONTENTS
Break-Fix Model
The Break-Fix model is a traditional approach to IT support in which service is provided reactively. The name is quite descriptive: when something breaks, a technician fixes it.
The organization only contacts its service provider when repairs, troubleshooting, or IT fixes are needed.
How Does the Break-Fix Model Work?
Unlike ongoing managed services with regularly scheduled maintenance, break-fix services are ad hoc. Here's a simplified workflow of how the model operates:
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Problem Detection: An issue or failure within the IT infrastructure is detected. This can be anything from a server crash, network downtime, software malfunction, hardware failure, or other technical problems.
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Service Request: The organization places a call or sends an email ticket to the IT service provider describing the malfunction and the impact on operations.
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Assessment: A technician assesses the issue remotely or by visiting the site to identify the root cause of the problem.
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Resolution: After diagnosis, the technician repairs the problem. This might include fixing hardware and software issues, replacing components, upgrading systems, etc.
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Billing: The organization is billed for the hours worked or the specific service provided once resolved.
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Advantages of the Break-Fix Model
Cost Control
One of the main reasons why organizations adopt the break-fix approach is cost control. In a break-fix model, there are no ongoing subscription fees for maintenance. You pay only for the hours spent resolving the issue, making it appealing to businesses with limited IT budgets.
Simplicity
The break-fix model's pay-as-you-go system is straightforward and less reliant on long-term contracts. This simplicity means that organizations only pay for the expertise they need when encountering problems.
Independence
Using the break-fix model allows businesses to maintain relationships with multiple service providers. This can be particularly useful for companies that require specialized skills or wish to avoid dependence on a single vendor.
Drawbacks of the Break-Fix Model
While the break-fix approach offers notable benefits, it also comes with downsides that IT managers need to contemplate.
Unpredictable Costs
Though avoiding monthly retainers is advantageous, this model can result in unpredictable expenses. An untimely IT failure can incur severe costs that weren't budgeted for.
Downtime
Reactive nature leads to potentially long system downtimes while awaiting repairs. These downtimes can significantly impair productivity and lead to missed business opportunities.
Lack of Proactive Maintenance
Since services are only called upon when issues arise, the break-fix model often lacks preventive care and regular maintenance that can help detect and solve potential issues before they become major problems.
Inconsistent Service Quality
With break-fix, you work with various technicians, and the quality and speed of the service may vary, reducing consistent reliability.
Example Scenarios Benefiting from Break-Fix
Scenario 1: Startups with a constrained budget might initially find the break-fix model beneficial. Instead of committing to ongoing service contracts, they can allocate resources only when desperate.
Scenario 2: Engineering firms that occasionally use high-stack, specialized equipment and don't need frequent IT service may opt for this model. When SOS hits with their technical machinery, ad-hoc specialist services brought via a break-fix would address these isolated acute requirements.
Scenario 3: Established businesses with strong in-house IT support: Companies with competent internal IT teams might use the break-fix model for issues outside their routine scope or expertise. This allows them to resolve highly specific problems without long-term engagement.
When to Avoid the Break-Fix Model
Reason #1: High Reliance on IT Systems
Organizations highly dependent on their IT infrastructure may find the break-fix model insufficient due to its lack of proactive maintenance. Critical systems need consistent, real-time monitoring and continuous updates, which the break-fix model often fails to provide.
Reason #2: Regulatory Compliance
Companies operating in heavily regulated industries may require guaranteed uptime and regular audits that a break-fix model can't assure, thus making managed services a more reliable option.
Reason #3: Scalability Concerns
As businesses grow, so do their IT complexities. The break-fix model might simply not scale efficiently to match the comprehensive needs of a larger organization. Personalized, continuous support is often essential to ensure seamless operations across multiple departments and locations.
Reason #4: Business Continuity
The break-fix model, which focuses solely on repairs after failures, can undermine an organization's business continuity planning. It often lacks proactive measures for prevention, monitoring, and rapid crisis response.
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