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.
Unlike ongoing managed services with regularly scheduled maintenance, break-fix services are ad hoc. Here's a simplified workflow of how the model operates:
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.
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.
Assessment: A technician assesses the issue remotely or by visiting the site to identify the root cause of the problem.
Resolution: After diagnosis, the technician repairs the problem. This might include fixing hardware and software issues, replacing components, upgrading systems, etc.
Billing: The organization is billed for the hours worked or the specific service provided once resolved.