Managed Service – Implementation & Management of IT Infrastructure

Whatever your business goals, Keytree has a variety of best-in-class managed service models that will meet your needs. The Keytree Managed Service team will provide the type and level of support you require, right up and down the technology stack. This reaches from mobile apps to cloud-based services, to database and hosted infrastructure. We deliver a managed service which is fully compliant with the very latest Service Management industry standards such as ITILv3.

Keytree Managed Service can provide a quick, simple off-the-shelf solution which can be in place within a matter of days. Or we can work with your IT team and take time to understand and agree detailed service requirements, SLAs and scope to provide a fully customised offer covering:

  •  24x7x365 Service Desk
  • Self-service incident reporting and automated communications
  • Incident response and management
  • Monitoring/alerting, automated response and escalation
  • Patching/upgrades
  • Service or functionality enhancements
managed services

Service Mix

The mix of services that can be provided is extremely flexible and you can choose any combination of the following options:

  • SAP Managed Service and SAP Support
  • Cloud-based Application Support and Management
  • 24x7x365 Service Desk
  • Cloud-based or on-site Infrastructure Services
  • Monitoring and Alerting
  • Fix-on-Fail incident resolution
  • Patching, upgrades, enhancements and other change requests

All of the above services can be tailored to your requirements and delivered as one integrated service plan. Delivery will be by skilled staff who have years of hands-on experience with top tier global customers, giving you the ability to focus on your core business needs.

The ‘Keytree Managed Service cycle’ covers four main areas:

  • Service strategy and design – ensuring the scope, SLAs, costs and future flexibility are agreed and understood up front.
  • Service transition – ensuring a smooth and well-managed move to Keytree Managed Service – with a named Service Manager to take you through the process. Also Change Management, enabling on-going patching and upgrades or enhancements.
  • Service operation – providing world-class system monitoring; Incident Management to quickly respond/fix outages and Problem Management to ensure issues do not re-occur.
  • A continuous improvement process – to constantly review the service provided, manage SLA performance, agree future enhancements and feed this back into the service cycle.

The value of Keytree Managed Service:

  • A simplified application/SAP system ownership and responsibilities.
  • The ability to offer your business the very latest mobile and cloud-based application services.
  • A holistic service that spans application, database, operating system and infrastructure (hosted or on-site).
  • A global managed-service capability to support domestic or multi-national clients. Keytree’s Managed Service Desk can provide global support and proactive monitoring and management.
  • A 24×7 Service Desk to provide a single point of contact to handle incident/problem management with fast response and escalation, full transparency on incident resolution and consistent, multi-channel communication on status and resolution. The Service Desk can also help manage planned out of hours Changes or emergency Change requests.
  • Less time, risk and cost by removing the need for you to monitor manage, upgrade and enhance your application landscape.
  • Reduced requirement for expensive, in-house niche skills. By utilising Keytree Managed Service you can re-focus your internal IT staff on business-directed projects.
  • Reduced outages and unplanned downtime. Potential issues automatically identified so impact to business is reduced.
  • Improved financial planning with fixed price contracts.
  • Peace of mind around quality of service. We have a proven track record and can provide reference sites.
  • A resilient and secure solution which can be tailored to meet the needs of your internal IT security function, auditors or external regulators.

Case Studies – Keytree Managed Service