Managed Services

ITIL-aligned management of your IT infrastructure and applications, backed by an experienced service desk and SLAs tailored to meet your needs.

Our managed services contracts and service level agreements can be customised and tailored to suit your environment and the KPIs you need to meet.

We offer three variants of managed services:

Fully outsourced managed service  

We provide full support for a specified system or service, as per an agreed service level agreement (SLA)

Cover service

The same level of support as a fully outsourced managed service, but on a short-term basis specified in an SLA between us.

On-demand and project services

On demand services are short term ad-hoc requests from customers. These requests will typically be project-based tasks or ticket-based activity

Service desk

Our experienced service desk provides specialised support, troubleshooting and problem solving to many customers, and is renowned for going the extra mile. We provide the following services:

  • First line contact – First line contact and support for our customers via phone, email, customer portal and other sources such as systems monitoring
  • Incident management – Includes incident detection and recording, classification and prioritisation (in consultation with you), investigation, escalation, diagnosis, resolution and closure processes
  • Problem management – establishing root cause and known errors, providing input on historical data and trend analysis
  • Service level management – the implementation of service level agreements (SLAs) for the definition, monitoring and measurement of in-scope IT services
  • Change management – the processing of change requests, CR monitoring and tracking
  • Knowledge base – establishment of knowledge bases for incident and problem resolution
  • Service requests – processing of service requests
  • Reporting – SLA tracking and reporting and management reporting

And we’re ITIL certified, giving you confidence that our managed services meet industry best practice.

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