Managed Services

our Process

Using a combination of the ITIL framework and AGILE methodology; our Managed Services are fully flexible, spanning requirements across Incident, Problem, Request and Release Management. Underpinned by the frameworks and processes, which the service capability is delivered, measured and incrementally improved upon over time.

System Support

System Support is the foundation level of Managed Services and provides frameworks and processes through which the service capability is delivered, measured and incrementally improved over time

Incident Management

Incidents/Critical Incidents can bring about unplanned service outages or impacts causing degradation to functionality. We remediate all incidents with a structured and scheduled approach.

Defect Management

Once a defect has been identified, our dedicated account management team will follow a series of set processes, incorporating: defect triage, corrective actions and remediation in line with client’s change processes.

Release Management

We are committed to delivering software changes in a clear, controlled and effective way which align with the objectives of our customers and the expectations of their end users.

Problem Management

Where proactive measures have been unable to mitigate a Problem, our consultants can offer support via triage, technical analysis, impact assessment, investigation, escalation to Service Providers, diagnosis and resolution within agreed timeframes.