Managed Services shouldn't be a black box. We provide transparency. Through regular reporting and service reviews, we show you exactly how we are performing. We don't just maintain the status quo; we actively look for ways to make IT better.
Service Level Management
Define and track strict Service Level Agreements, monitoring performance against targets to ensure accountability and consistent service delivery.
Learn MoreReporting & Service Reviews
Deliver transparent monthly reports on tickets, incidents, and trends, holding regular review meetings to discuss performance and strategic planning.
Learn MoreContinual Service Improvement (CSI)
Analyze root causes and identify automation opportunities, maintaining a backlog of improvement initiatives to drive efficiency and reduce issues.
Learn More
Service Level Management
We measure what matters. We define clear Service Level Agreements (SLAs) for response and resolution times. We track our performance against these targets relentlessly. If we miss a target, we explain why and how we will fix it.
- Definition and management of SLAs/SLOs for services.
- Monitoring performance against response and resolution targets.
- Addressing chronic breaches with root cause and improvements.
- Custom SLAs for critical systems or VIPs.
Reporting & Service Reviews
We provide insight. We don't just send a PDF; we have a conversation. Our monthly reviews analyze ticket trends—are password resets up? Is a specific server causing noise? We use this data to recommend strategic improvements.
- Monthly/quarterly service reports (tickets, SLAs, changes, incidents).
- Trend analysis (recurring incidents, problem areas).
- Capacity and performance review across key platforms.
- Regular service review meetings and action plans.
Reporting & Service Reviews
We provide insight. We don't just send a PDF; we have a conversation. Our monthly reviews analyze ticket trends—are password resets up? Is a specific server causing noise? We use this data to recommend strategic improvements.
- Monthly/quarterly service reports (tickets, SLAs, changes, incidents).
- Trend analysis (recurring incidents, problem areas).
- Capacity and performance review across key platforms.
- Regular service review meetings and action plans.
Continual Service Improvement (CSI)
We never stop improving. Stability is good; better is best. We use Problem Management to root out recurring issues. We identify manual tasks that can be automated. We maintain a CSI register to track these initiatives to completion.
- Problem management to reduce repeat issues.
- Automation opportunities to reduce manual work.
- Improvement backlog and prioritisation with customers.
- Roadmap alignment with business and technology changes.
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