Recent trends in IT service management (ITSM) accentuate the importance of proactive IT. The goal is to prevent problems before they occur — a strategy that helps to reduce support desk costs and improve end-user experience. With more efficient IT operations and increased employee productivity, corporations are better positioned to meet business goals.

Although IT teams are encouraged to shift to proactive support models, they should not neglect the value of having effective reactive processes in place, too. Reducing the time to resolve tech issues is a key priority for 58% of the IT staff surveyed in Lakeside Software's study on digital employee experience.

Reactive vs. Proactive IT Operations

Support desks use two main approaches when dealing with service delivery:

  • With reactive IT, the focus is on repair. A user reports a problem first, then an IT technician troubleshoots to fix the issue.
  • With proactive IT, the focus is on prevention. The support team remediates incidents before they spread and impact productivity.