You’ve heard it a million times: “We need to be proactive, not reactive!” But if you’re in the MSP world, you know the truth is that you’re often both. Whether you’re putting out fires or preventing them from starting, the real skill lies in striking the right balance.
So, what exactly is reactive versus proactive work in an MSP setting? Let’s break it down with some real-world examples, all wrapped in a semi-professional, mildly amusing tone.
Reactive Work: When Things Go Boom
- Server Crashes at 2 AM
You’re peacefully asleep when your phone starts buzzing like it’s possessed. A client’s server just crashed. No warning, no mercy. You get to work reviving it like some IT necromancer, knowing full well your coffee is going to need an extra shot (or three) this morning. - Ransomware Attack
The dreaded “We’ve been hacked!” call comes in. Suddenly, your day is no longer yours. You’re knee-deep in encrypted files, working against the clock to restore from backups (assuming they were set up properly) and mitigate the damage. Proactive tip: If you’re setting up those backups now, it’s a little late, buddy. - Failed Backup Recovery
A client needs to restore a critical file from their backup, only to find out that the backups have been failing for weeks. Panic sets in as you scramble to find any salvageable data. It’s like looking for a needle in a haystack—if that haystack were also on fire. - Internet Outage
“The internet is down!” Sure, it’s not your fault their ISP is having issues, but guess who gets the call? You’re the superhero swooping in to save the day, even if the best you can do is tell them to wait it out and binge-watch something offline. - Printer Isn’t Printing
Ah, the classic. You’d think we’d have this one sorted by now, but nope. A user can’t print, and your reactive skills are tested as you troubleshoot a device that has somehow become the most crucial piece of office equipment on a Monday morning.
Proactive Work: Preventing the Boom
- Regular Patch Management
You’re the unsung hero, scheduling patches and updates before vulnerabilities can be exploited. It’s not glamorous, but by the time an exploit hits the news, your clients are safe, sound, and blissfully unaware of the potential catastrophe you just avoided. - RMM Alerts and Monitoring
Your Remote Monitoring and Management (RMM) tools are like the IT version of a crystal ball. You spot issues like disk space running low or high CPU usage before they become full-blown problems. Bonus points if you fix it without the client ever knowing something was wrong. - Quarterly Tech Reviews
You sit down with your clients every few months to discuss their IT strategy. These meetings help them plan for the future, avoid potential risks, and budget for upgrades before their ancient server gives up the ghost. It’s like a financial planner, but for IT. - Automated Backup Testing
You don’t just set it and forget it. Automated testing of backups ensures that when disaster strikes, the recovery process is smooth as butter. No more crossing fingers and hoping that restore button actually works. - Security Awareness Training
You run regular phishing simulations and training sessions to keep your clients on their toes. By educating users on what not to click, you reduce the number of “Help, I think I just got phished” calls. The best crisis is the one that never happens.
Real-World Case Study: The Printer That Lived
Let’s take the age-old “printer won’t print” scenario. A client calls in a panic because the CEO can’t print a report. Reactive? Absolutely. But what if, instead of waiting for that panicked call, you’d set up monitoring that flagged when the printer was low on ink, or when its network connection started acting up? A quick visit to the client or a remote fix, and that report prints without a hitch. That’s the magic of proactive work in action.
Balancing the Scales
At the end of the day, being an MSP means living in both worlds—reactive and proactive. The trick is to shift the balance towards the proactive side. It saves you time, reduces client stress, and lets you enjoy that second cup of coffee without worrying about the next disaster call. Because let’s face it, if you’re always reactive, you’ll end up with more gray hairs than a tech should ever have.
