Predictable support
Defined response expectations with a named service contact.
Run it and improve it
Managed Services
Application support, platform administration, monitoring, incident management and a funded enhancement backlog.
Platforms that continue delivering value have a named product owner, a funded backlog and a regular release cadence. Managed services here means keeping the solution useful, not only keeping it running.
Outcomes
What this family is for
Continuous improvement
A funded backlog released on a regular cadence.
Preserved knowledge
Documentation and runbooks maintained as the solution changes.
How it runs
The shape of an engagement
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Transition
Knowledge transfer, runbooks, access and monitoring.
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Operate
Incident handling, administration and service reporting.
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Improve
Backlog management and scheduled enhancement releases.
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Review
Service review, roadmap alignment and platform change readiness.
Services
All 8 managed services services
Application Support
Defined support for business applications with response expectations and a named service contact.
Platform Administration
Day-to-day administration of Microsoft platforms, including user, security and configuration management.
Continuous Improvement
A funded enhancement backlog with a named product owner and a regular release cadence.
Monitoring
Proactive monitoring of availability, performance and integration health with alerting to a monitored channel.
Incident Management
Structured incident handling with severity classification, communication and root cause analysis.
Enhancement Delivery
Delivery of backlog enhancements through the same controlled path as major change.
Governance Support
Ongoing platform governance including policy maintenance, attestation cycles and compliance reporting.
Service Management
Service reporting, review and roadmap alignment across the managed portfolio.