Using external managed services offerings in your IT operation, or employing a third party to handle some of your software services is an integral part of any modern technology strategy. Seeking expert help from specialist suppliers is not a new phenomenon and maintaining a client’s IT service, as part of an ongoing relationship, makes perfect sense – it can make a significant contribution to future business success and growth.

A survey conducted by Whitelane Research in collaboration with PA Consulting concluded that the managed services market would continue to grow. In a study of more than 800 individual IT outsourcing contracts held by more than 260 of the top IT spending organisations in the United Kingdom, 69 percent of respondents confirmed they would continue to outsource, with 40 percent saying they will be outsourcing additional services.

But what’s the best route to take when deciding on your outsourcing needs, which elements of your infrastructure you would like managing and who should do this for your business?

Mark Hughes

Mark Hughes

Head of Managed Services

On your doorstep

Keytree has been providing Managed Service solutions for most of its ten-year history, satisfying clients such as Jaguar Land Rover who renew their support agreements year after year.

Our Managed Services team provides much more than just incident resolution, offering unique value, with 95% of the team based in the UK, working in close collaboration with very highly skilled project and consulting resources. Each client is assigned a Service Delivery Manager, who works closely with them to help achieve their goals – in accordance with ITIL best-practice.

Keytree’s Managed Services team meets all the client post-implementation needs including break/fix resolution of incidents to root cause, through to analysis and problem management (to ensure incidents don’t reoccur), responding to Service Requests and meeting business change requirements.

We act as both your emergency service and your evolution partner. Keytree’s services options are flexible, ranging from a quick and efficient response to resolving day to day issues on the ground, through to working with key senior stakeholders in establishing and progressing future strategies. Keytree’s pro-active monitoring capability offers a structured mechanism for continual service improvement, enabling the client to ensure every precaution is taken to prevent unplanned business disruption.

Keytree will also offer advice to clients wishing to set up or change internal support teams, advising on the vendors they may want to use, providing information on strategies to modify the vendor or technology mix. This approach may include assisting with running applications on cloud-based services, such as Amazon Web Services or SAP Cloud Platform, or consultation with our Technical Architects to advise on this – our industry experience will support the organisational challenges that clients will inevitably face, regardless of whether their business is big or small.

When project delivery is complete, some clients ask: “Who is going to look after everything?”. We provide a straightforward answer: “Keytree has provided the expertise to implement the solution and can also be used to support and evolve it.”

Offering clients continued support and maintenance

The client may not want to recruit new staff or use their existing team, with all their current challenges, to take on additional responsibilities – this is no problem for Keytree as it is easily accommodated as one of its Managed Services offerings.

But how will Keytree Managed Services fit into companies’ existing support and managed services functions – are they getting value for money, do they need advice on new approaches, is information required on vendors they might be talking to, or advice on service management toolsets? The Managed Services team at Keytree have many years of broad industry experience and are ideally positioned to answer all these questions and much more.

We can provide quick, simple off-the-shelf solutions which can be in place within a matter of days. We can work with your IT team and take the time to understand and agree on detailed service requirements, SLAs / KPI’s, and define and decide on the scope to provide a fully customised offering. We work with our clients as part of their team, forming healthy relationships – we’re big enough to cope but small enough to care.

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