Things break. That's a fact that you can’t dismiss or ignore. In a reactive support model, people respond when things break, and then scramble to fix them.
BFA, or Break Fix Agony has many hidden costs including the extra time to make the repair, restore lost data, and recoup the loss of actual work. Your employees are valuable—you know this from your payroll and the outputs your staff produces. Paying a staff member, engineer, or manager to sit idle while IT scrambles to fix an issue is agony. Hardcore agony!
In a proactive support model, many things begin to happen. First, the environment is monitored regularly to look for potential trouble areas. With this approach, it is possible to significantly reduce the occurrence or impact of failure.
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