Managed IT Operations
Own the lifecycle, not just the incident
- Infrastructure lifecycle management
- Business continuity planning
- Vendor coordination and operational governance
Managed service architecture
Enterprise IT capabilities as a subscription service
Each service line is designed as a business outcome with owned workflows, measurable SLAs, security controls, and operational reporting.
SLA-driven
ITIL-aligned
Security-first
Automation-ready
Cybersecurity & Risk
Operational security with auditability
- Identity security baselines
- Endpoint and server hardening
- Incident logging and compliance evidence
Cloud & Infrastructure
Hybrid-ready operations
- AWS, Azure, and on-prem coordination
- Virtualization and backup governance
- Performance, capacity, and resilience reviews
Service Desk L1–L3
Escalation discipline with visibility
- P1–P4 prioritization model
- Response and resolution timing
- Problem and change workflow handoff
IT Strategy & Consulting
Boardroom clarity for technology decisions
- Roadmapping and budget planning
- Risk and maturity assessments
- Transformation sequencing
Network & Systems Engineering
Performance and reliability engineering
- Network visibility and uptime design
- High-availability architecture
- Root-cause analysis for recurring issues
Service governance
Priority model and response logic
Use this as the baseline SLA matrix for MVP packaging. Exact values can be adjusted per contract, but the structure should remain consistent across tenants.
| Priority | Typical scenario | Response target | Resolution target | Escalation path |
|---|---|---|---|---|
| P1 | Core business system unavailable | < 15 min | 4 hours | L1 → L2 → Engineering |
| P2 | Major degradation or security event | 30 min | 8 business hours | L1 → L2 → Security / Infra |
| P3 | Standard user-impacting incident | 2 hours | 2 business days | L1 → L2 |
| P4 | Service request or low-risk change | 1 business day | Planned window | L1 → Service owner |
Packaging
Three tiers, one governance standard
Silver
Essential service desk, endpoint governance, and baseline reporting for businesses formalizing IT operations.
Gold
Monitoring, security governance, advisory cadence, and broader operational accountability.
Enterprise
24/7 operating model, compliance workflows, enhanced automation, and executive service governance.
Automation
Where AI and workflow automation fit first
- Auto-classify tickets by category, urgency, and impacted service
- Route alerts to the correct responder group based on tenant rules
- Recommend knowledge base articles to reduce L1 handling time
- Correlate repeated incidents into problem records
- Create monthly service reports from monitoring and ticketing events
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