Proactive or On-Demand IT Support? Managed IT Services Guide
Managed IT Services can be delivered to your business in different forms. Generally speaking, when you decide to get an external IT company to take care of your internal IT system for your business, desktops, laptops, servers and network devices are all taken care for you by the external contractor for a fixed monthly fee.
However, there are two distinct ways of managing technology for a business and sooner or later along the scoping process you will be required to choose your preferred support method.
What is “On-Demand” IT Support? What is “Proactive” IT Support?
To help you better understand the difference between the two, here is a general definition;
- What is On-Demand IT Support? On-Demand IT Services are characterized by basic incident management processes and the initiation of a problem management process. Processes are ad-hoc. These support centers have informal relationships with and loosely defined procedural links with the rest of IT. Often operating in a “fire fighting” mode, with On-Demand IT Support, your service provider acts in response to a problem or situation affecting your IT system.
- What is Proactive IT Support? With Proactive support, your IT service provider acts in advance to deal with an expected difficulty. The service provider (external contractor) monitors your IT infrastructure and tackles issues before the become problems to your system. The IT provider ultimately acts proactively to maintain uptime for your system and/or in response to a request for support by your staff.
What is the difference between “On-Demand” and “Proactive” IT Support?
PROACTIVE IT SUPPORT
Your provider acts in advance to deal with an expected difficulty.
SERVICE DESK SERVICES:1st/2nd/3rd Level user support :✓24/7 Australian based telephone support:OptionalIncident logging and tracking:✓Online access to logging and tracking system:✓Guaranteed response times based on priority:✓SERVER INFRASTRUCTURE & MAINTENANCE SUPPORT:Patch and security management:✓Software problem management:✓Management of key server applications:✓Antivirus management:✓DESKTOP INFRASTRUCTURE MANAGEMENT & SUPPORT:Patch and security management:✓Software problem management:✓Management of key desktop applications:✓Antivirus management:✓Remote management of desktops and mobile devices:✓DATA RETENTION MANAGEMENT & SUPPORT:Daily backup monitoring:✓Real-time monitoring and monthly reporting:✓SERVICE DESK SERVICES1st/2nd/3rd Level user support24/7 Australian based telephone supportIncident logging and trackingOnline access to logging and tracking systemGuaranteed response times based on prioritySERVER INFRASTRUCTURE & MAINTENANCE SUPPORTPatch and security managementSoftware problem managementManagement of key server applicationsAntivirus managementDESKTOP INFRASTRUCTURE MANAGEMENT & SUPPORTPatch and security managementSoftware problem managementManagement of key desktop applicationsAntivirus managementRemote management of desktops and mobile devicesDATA RETENTION MANAGEMENT & SUPPORTDaily backup monitoringReal-time monitoring and monthly reportingON-DEMAND IT SUPPORT
Your service provider acts in response to a problem.
SERVICE DESK SERVICES:1st/2nd/3rd Level user support :Level 1 only24/7 Australian based telephone support:OptionalIncident logging and tracking:✓Online access to logging and tracking system:❌Guaranteed response times based on priority:✓SERVER INFRASTRUCTURE & MAINTENANCE SUPPORT:Patch and security management:❌Software problem management:❌Management of key server applications:❌Antivirus management:✓DESKTOP INFRASTRUCTURE MANAGEMENT & SUPPORT:Patch and security management:❌Software problem management:❌Management of key desktop applications:❌Antivirus management:✓Remote management of desktops and mobile devices:✓DATA RETENTION MANAGEMENT & SUPPORT:Daily backup monitoring:✓Real-time monitoring and monthly reporting:❌
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