Many South African businesses still rely on what’s known as a break-fix IT model – a reactive approach where support is only called in once something stops working.
According to Frank Mullen, CEO of Zinia, an IT Managed Services Provider, while this approach may seem cost-effective on paper, it’s a short-term strategy that often leads to hidden costs, business disruption, and increased security risks.
“Downtime can mean lost revenue, reputational damage, and even regulatory breaches,” Mullens says, “Waiting for systems to fail before acting is no longer sustainable for businesses that depend on technology to stay competitive.”
The problem with the break-fix mindset
“The break-fix model made sense when technology was simpler and businesses could tolerate a few hours of downtime,” Mullen explains. “But in an always-on economy, where operations, communication, and transactions depend on uninterrupted IT, a single system failure can halt entire workflows.”
When systems go down, staff productivity suffers, customer experiences are interrupted, and the cost of recovery – in time and money – often far exceed what a proactive approach would have required.
“Without consistent oversight, early warning signals – like slow systems, outdated software, or small security breaches – often go unnoticed until it’s too late,” he adds.
A smarter, preventative approach
IT management has evolved toward prevention, not reaction. Managed IT Services represent this shift: instead of reacting to failures, businesses now opt for continuous monitoring, regular maintenance, and data-driven insights that keep systems running at their best.
“In a managed environment, every part of the IT ecosystem – hardware, software, security and connectivity – is monitored and maintained,” says Mullen. “Issues are detected and resolved before they cause downtime, and costs are predictable due to structured service agreements.”
For business leaders, the change isn’t just technical; it’s strategic. Moving from a reactive to a proactive IT model means moving from firefighting to future-proofing. It gives leadership the visibility and stability to plan ahead, budget accurately, and make informed technology decisions.
The break-fix danger zone checklist
If you’re unsure which camp your business falls into, Mullen shares a quick self-test:
Backup and continuity – Are backups verified and tested? Is your disaster recovery plan documented and reviewed annually?
Systems and hardware – Are all devices and servers patched, updated, and under warranty? Do you know which systems are nearing end-of-life?
Support and monitoring – Do you have 24/7 monitoring in place to detect issues before they become critical?
Costs and contracts – Do you know your exact monthly IT spend, and where it goes? Are you paying for outdated software or unused licenses?
Cyber risk and compliance – Have you had a cybersecurity audit in the past 12 months? Are you compliant with data protection regulations?
If you answered no or not sure to more than two of these, your business is likely operating reactively, and at greater risk than you realise.
“Resilience isn’t about reacting faster when things break; it’s about designing your business, so it doesn’t have to,” says Mullen. “That’s the difference between survival and stability.
“In a digital-first world, the health of your IT infrastructure directly affects your bottom line. Shifting from break-fix to proactive IT management isn’t just about technology – it’s about business readiness, continuity and trust.”