Managed IT Services

Transformative ITIL-aligned managed services

Achieving IT transformation requires experience, knowledge and vision. Our Managed IT Services serve the Mid-market and any organisation that requires a mature ITIL-aligned service. We focus on genuine service transformation and can work with your retained IT function to ensure the enhancement of your IT service’s quality, efficiency and capability in line with your unique business processes and requirements. Our commitment to innovation and best-practice in accordance with the ITIL framework, enables you to look forward to increased productivity, elevated quality of service, volumetric reductions and the mitigation of risks.

Managed IT Services Overview

Tiered Service Desk

Our ITIL-aligned 24/7/365 service desk delivers 1st, 2nd and 3rd line support, with clear escalation pathways and SLAs, with a focus on customer experience and first contact resolution.

ITIL Practices

We adopt ITIL 4 practices, including a strong focus on incident, problem, change and knowledge management, with our service catalogue underpinning our shift-left approach.

Multi-channel Support

End users can raise service requests and log incidents across a variety of different channels including phone, email, instant chat and via self-service web portals.

Service
Reporting

Service reports provide regular insights into service performance, with dedicated points of contact through your Account Manager and Service Delivery Manager.

Continual Service Improvement

We establish Continual Service Improvement Plans (CSIPs), ensuring that we identify new opportunities for service improvement, whilst monitoring performance.

Structured Service Transition

A Transition Manager and Technical Lead guide new customers through our structured approach to service transition, including CSIP implementation from day-one to monitor progress immediately.

Service Integration & Management

A Transition Manager and Technical Lead guide new customers through our structured approach to service transition, including CSIP implementation from day-one to monitor progress immediately.

Mature services model

Our enterprise-level IT services provide the operational maturity and capability you would expect from a large IT service provider but with the personal service and agility of a closely trusted partner.

Focus on service transformation

We have the capacity and capability to deliver and support organisations of all sizes, so we can confidently scale and support your organisation as you grow.

Innovation

Leverage innovative technologies and processes to drive new efficiencies and business opportunities. Through the use of innovations across areas such as automation and self-service, we proactively reduce issues and resolve them before they can impact operations.

Partnership model

A strong partnership is vital. We work closely with your retained IT function, as an extension of your own team, on key areas such as strategy, architecture and standards. Whilst you maintain control, we’re always here to provide expert guidance and advice.

Cultural Alignment

Your organisation is unique. In order to provide you with the very best service, we take the time to understand your people, operations and processes to deliver a tailored service.

Personalised service

Our enterprise-level IT services provide the operational maturity and capability you’d expect from a large IT service provider, with the personal service and agility of a closely trusted partner.

Our Valued Partners