Small- and mid-sized companies must prepare for 24/7 IT coverage
Running a small or mid-sized company comes with unique challenges, especially in IT. Unlike large enterprises with global footprints, smaller businesses often lack the resources for 24/7 IT support. But that doesn’t mean resilience is out of reach—it just requires smarter strategies. IT resilience, simply put, is the ability of your systems to keep running even when things go wrong. For businesses in a single time zone, this is about preparation, not perfection.
Take World Insurance Associates as an example. They’ve designed a tiered IT support system that punches above its weight. Level 1 support—outsourced to a cost-effective help desk—handles basic issues, for immediate responses no matter the time of day. If the problem is more complex, it escalates to Level 2, where internal staff step in. And when it really hits the fan, Level 3 activates high-level management, including their CIO, Michael Corrigan. This layered approach makes sure every problem finds the right solution without delay.
Communication is just as important as structure here. World Insurance Associates uses tools like Microsoft Teams and a third-party SMS alert system to keep everyone on the same page. During the CrowdStrike outage, this system let them limit impact to just 5% of their endpoints. That’s the kind of result you want: minimal disruption, maximum control.
“You don’t need a massive IT department to stay ahead. What you need is a clear plan, the right tools, and a team that knows how to execute. In today’s world, that’s what resilience looks like.”
Disaster recovery plans must account for diverse disruptions
Disasters in IT don’t come with warning labels, and they’re rarely what you expect. It’s easy to fixate on a specific risk (like a software bug or a glitch in one application). If that’s your only focus though, you’re missing the bigger picture. True disaster recovery means planning for a range of disruptions, from cyberattacks to natural disasters, and building a system that can bounce back from anything.
Here’s how you do it: first, make backups non-negotiable. Erik Eisen, CEO of CTI Technical Services, puts it simply—if your system crashes, a reliable backup is your lifeline. But don’t stop there. Think about flexibility. Pre-configured cloud environments let you move operations to the cloud in minutes if your local systems go down. Don’t just rush into getting back online, focus on doing it fast and with minimal damage.
Another big piece of the puzzle is decoupling. In plain terms, this means designing systems so they don’t all fall apart when one piece fails. If your applications are too tightly linked, one failure can snowball into a company-wide outage. Avoid that by building independence into your IT architecture.
Eisen’s point is simple but critical: prepare for the unexpected, and you’ll avoid the worst. The CrowdStrike glitch was a wake-up call for many. If you’re still operating without a solid disaster recovery plan, now’s the time to fix that.
Unpredictable IT outages need proactive, diverse preparedness measures
Here’s the reality: IT outages aren’t a matter of if but when. The cause could be anything—a hurricane, a cyberattack, or even just a bad update. The good news? You don’t need to predict the next disaster. You just need to be ready for it.
Charles Betz, a VP at Forrester, uses Hurricane Helene as a case study. When Asheville, North Carolina, was hit by flooding, businesses faced power outages, damaged infrastructure, and more. Unlike the CrowdStrike outage, this wasn’t just an IT issue, but rather an all-encompassing disruption. And it’s a reminder that your disaster planning needs to address a full spectrum of risks, not just the obvious ones.
Start with the basics: regular backups that actually work. It sounds simple, but as Betz points out, it’s often overlooked. Next, bring in third-party experts to stress-test your systems. These consultants can find the vulnerabilities you don’t even know you have. It’s an investment in your future, because when disaster strikes, gaps in your plan could cost you everything.
Key takeaways for leaders and decision-makers
- Leverage tiered support systems: Smaller companies can ensure round-the-clock IT coverage by outsourcing Level 1 support for immediate responses and maintaining escalation protocols for complex issues handled by internal teams.
- Adopt reliable communication tools: Use platforms like Microsoft Teams and SMS alerts to streamline coordination during IT disruptions, for faster resolution and minimizing downtime.
- Invest in backup and recovery solutions: Regular backups and pre-configured cloud environments ensure rapid recovery and operational continuity during outages or disasters. Leaders should prioritize redundancy and flexible architecture to mitigate single points of failure.
- Plan for diverse risks: Prepare for a wide range of disruptions (from software failures to natural disasters) by conducting regular audits and incorporating external consultants to identify and address vulnerabilities.
- Focus on resilience, not prediction: Since IT disruptions are inevitable, organizations should prioritize proactive measures, such as stress-testing disaster recovery plans, to make sure they’re prepared for both expected and unforeseen challenges.
