Managed service
Applications & User Support
Keep business applications dependable and give users a clear route to help.
Service scope
Responsibilities made explicit.
Final coverage, tiers, service levels, tools, geography, and escalation commitments are confirmed in the service design and agreement.
- Application and experience monitoring
- Service desk and request fulfilment
- Incident and problem resolution
- Release and change coordination
- Knowledge, access and device support
- Maintenance and improvement backlog
Operating model
Transition. Operate. Govern. Improve.
Monitor and respond
Report and govern
Continually improve
Define the next step