Most IT helpdesks are built to handle incidents reactively, using a process that looks something like this:

• Incident is identified via a ticket from a technician or end user
• Incident is investigated and a resolution is identified
• Remediation is implemented
• Resolution is verified and submitter is notified

This reactive IT management model:

• Forces the IT team to rely on a negative outcome before a user takes action and notifies the team for a solution
• Negatively impacts end-user productivity and satisfaction
• Increases cost and delays strategically-important projects

Movement towards a proactive model doesn’t happen overnight and requires the right set of tools, but it can have a dramatically positive impact.

NinjaOne is the Unified IT Management platform that simplifies the way IT teams works through workflow and device management unification. Our platform includes device management, patch management, software management, task automation, remote access, backup, ticketing, and documentation all into a single-pane-of-glass. 10,000 IT teams and MSPs around the world leverage NinjaOne to manage their IT estate.