The end of the break-fix era
The managed services model grew out of traditional break-fix, or hourly, IT support. Formerly, you paid for the IT services and support you needed. This usually meant that when something was going wrong, a dead server or a sluggish network, for example, you would call an IT provider and pay by the hour for them to resolve the issue.
When your IT worked fine, this appeared to be a great cost-cutting model. But the moment anything went wrong, those savings would evaporate.
The break-fix model made it difficult for smaller businesses to be proactive or strategic with their IT. This resulted in larger company’s having CIOs who could guide the overall IT strategy, while smaller companies were forced to rely on keeping their current infrastructure working for as long as possible.