Managed IT Services

Managed IT is meant to make technology boring. No heroics, no firefighting, no quarter where the infrastructure becomes the reason a project slipped. That only happens when someone is accountable for the whole estate rather than the parts that generated a purchase order.

What is covered

Every endpoint, server, network device and cloud tenant you own, monitored continuously and patched on a published schedule. Users get a service desk staffed by people who can see your documentation, your history and your change log before they pick up.

Proactive, not reactive

Roughly two-thirds of the incidents we resolve are ones you never see, because the monitoring caught them first - a disk filling, a backup that silently stopped, a certificate three weeks from expiry. The measure of the contract is the ticket that never gets raised.

The service desk

Managed application services

Keeping servers patched and endpoints healthy does nothing for the person who cannot release an order or post a journal at month end. The applications are where the business actually lives - and they are the part most infrastructure providers quietly exclude from scope.

ERP and core platforms

Day-to-day administration and support for the systems your operation runs on - SAP, Oracle, Dynamics, NetSuite, Infor and the satellite applications around them. Master data, security roles and authorisations, workflow and configuration changes, period-end support, interface monitoring, and the enhancement backlog that otherwise never moves.

Legacy applications

Most organisations have at least one application that is business-critical, out of vendor support, understood by two people and impossible to replace this year. We take custody of it - document what it actually does, contain the risk around it, keep it running, and give you an honest replacement path costed properly. What we do not do is send an annual note observing that it should not exist.

We support the process, not just the system

The difference shows up the moment a ticket arrives. Order stuck in credit block and IDoc failed on the outbound interface are frequently the same incident described from two directions - one by the business, one by the system. A team that only knows the transaction can close the second and leave the first exactly where it was.

Our application teams are organised around business processes rather than modules:

• Order to cash - pricing and availability, credit blocks, delivery and shipping, invoicing, disputes and collections.
• Procure to pay - requisitions and purchase orders, goods receipt, three-way match exceptions, vendor master, payment runs.
• Manufacturing and supply chain - bills of material and routings, production orders, MRP, inventory movements, product costing and variance.
• Record to report - period close, reconciliations, intercompany, consolidation, and statutory and management reporting.

A support team that knows the transaction but not the process will close the ticket and leave the business problem exactly where it was.

How the service runs

Support is tiered: first line for how-do-I questions and access, second line for configuration and break-fix, third line for code, integrations and root cause. Period close gets scheduled cover rather than best effort, because the last three days of the month are when application support is actually judged. Enhancements come from a backlog you prioritise, with effort estimated before anything is committed.

Major upgrades, re-implementations and new module rollouts sit outside the recurring fee and are quoted separately - the same rule we apply to infrastructure project work. Where the question is which ERP, or whether to upgrade at all, that is ERP consulting.

Where the volume justifies it, application support is one of the workloads that transfers most successfully into a dedicated offshore team. That is covered under Managed GCC.

Answered by a named team, not a queue that rotates by region. Priority-one incidents get a human inside fifteen minutes. Everything else is triaged against a published matrix you agreed to, not one we revise quietly.

How we are measured

• Ticket volume per user, trending down - the number that tells you whether the estate is genuinely getting healthier.
• First-contact resolution - how often the first person who answers is the last person you speak to.
• Patch compliance - reported monthly against the schedule, including the exceptions and why they exist.

What is not included

We say this up front because most providers do not: project work, major migrations and hardware purchases sit outside the monthly fee. They are quoted separately so the recurring contract never becomes the place surprise costs hide.