In a break-fix scenario, customers contact technicians when a problem occurs, and the issue is then fixed. In contrast, MSPs proactively maintain and patch a customer's environment to prevent problems from occurring in the first place.
MSPs are starting to offer more break-fix services, which is highlighted by an 11% increase in break-fix revenue for MSPs overall. This increase in break-fix services is attributed to several factors, including large businesses turning to MSPs to supplement their IT departments and a growing trend of staff augmentation for companies in need of personnel with the right skill sets.
Additionally, MSPs are now offering co-managed service offerings that fall outside of their usual stack of services and are being categorized as break-fix operations. Overall, it seems that while MSPs have traditionally positioned themselves against break-fix organizations, they are now diversifying their offerings to meet the changing needs of their clients