Managed services: clearly regulated responsibility for operations
A managed service includes more than the provision of computing power. ITOM takes on defined tasks and responsibility for the reliable operation of an application or platform. Depending on the agreed service, this includes monitoring, maintenance, troubleshooting, data backup, technical security and lifecycle management.
At the beginning we determine together which components belong to the service, which services ITOM provides and which involvement remains with the customer or other providers. Service times, response goals, escalation paths and reporting are described in a comprehensible manner. This means that during ongoing operations it is always clear who is acting when events occur and how the quality provided is assessed.
The service is not understood as a static state. Operating data, recurring disruptions, capacity development and upcoming technical changes are incorporated into a common improvement backlog. This means that the solution remains secure, maintainable and adaptable to new requirements.
Managed Applications: Operating applications holistically
We support applications throughout their technical life cycle - from controlled provision through stable regular operation to modernization or replacement. The individual operating services intertwine as a coherent service:
- Installation and configuration
- Deployment and release
- Monitoring and alerting
- Backup and restore
- Patch and update management
- Certificates and technical security
- Incident and problem management
- Service reporting
- Capacity and availability management
- Lifecycle and technical modernization
Managed Platforms: reliably provide common basic services
On request, we operate not just individual applications, but complete platform modules. This can include collaboration, identity, monitoring, DevOps, virtualization or application platforms.
In addition to availability and security, the focus of platforms is also on standardization, multi-client capability and controlled use by different teams. We define provision processes, technical guidelines and operational responsibility so that the platform can be used reliably and expanded step by step.
Data centers in Germany and the EU
For our managed services, we use data centers in Germany and other locations within the European Union. This means that applications, platforms and data can be operated and processed within the scope of the General Data Protection Regulation (GDPR), depending on the agreed scope of services. We coordinate the specific location and operational architecture transparently with the requirements of the respective customer.
Service Management: Control performance transparently and measurably
Defined responsibilities, services and key figures make operations controllable. Depending on the agreed scope, we combine service level management and reporting with incident, problem and change management as well as capacity, availability and continuity management.
Regular service reviews not only look at individual disruptions, but also trends, causes and upcoming risks. Agreed measures are prioritized in a joint improvement backlog and tracked until implementation.
Why hosting alone is not enough
Compute, storage and network only form the technical basis. They do not yet answer who monitors an application, evaluates updates, analyzes faults or ensures its operability after changes.
A managed service begins where responsibility for the application, platform, operating processes and lifecycle is bindingly accepted. It is precisely this combination of technology, organization and continuous control that distinguishes the managed service from pure hosting.
Our path to a stable managed service
The transfer into operation is controlled and based on comprehensible criteria:
- 01
Scope
Determine service scope, system boundaries, responsibilities and requirements.
- 02
Assess
Assess architecture, documentation, security and current operability.
- 03
Transition
Assume knowledge, access, tools and operational tasks in a structured manner.
- 04
Operate
Monitor service, handle faults and ensure agreed quality.
- 05
Improve
Continuously assess and develop risks, performance and lifecycle.
Service packages to suit the actual needs
We offer our managed services in three versions: Essential, Professional and Enterprise. They form a structured starting point for coordination, but are not considered independently of the respective solution.
Service times, response goals, availability, reporting, security services and prices depend on criticality and the required scope of services. Before concluding a contract, we make assumptions, dependencies and obligations to cooperate transparent so that the promise of performance and costs fit together in a reliable manner.