Managed IT Services
Structured IT operations. Clear ownership. Reported outcomes.
Operations cover day-to-day IT as a single accountable practice — service desk, RMM, infrastructure and endpoint administration, patching, asset coordination, and Microsoft 365. Governance, reporting, and continuous improvement are built into the operating model.
"Structured IT operations under one accountable practice."
Servers, endpoints, network, cloud, and Microsoft 365.
ITIL-aligned incident, change, and problem workflows.
Monthly ticket, patch, and health reporting per environment.
Multi-vendor by design — tooling and platform choice follows the customer's estate.
- ServiceNow
- Freshservice
- Jira Service Management
- NinjaOne
- Kaseya
- Datto RMM
- Microsoft Intune
- Automox
Scope in detail
- Service Desk & Help Desk
Multi-channel L1 and L2 support across portal, email, chat, and voice with tiered routing, agreed ticket-handling procedures, remote troubleshooting, and structured escalation to L3.
- Remote Monitoring & Management (RMM)
Continuous visibility across servers, endpoints, network devices, and cloud workloads — proactive health checks, threshold-based alerting, patch orchestration, and performance baselining.
- Infrastructure Support & Administration
Day-to-day operations for servers, storage, virtualisation, network, and cloud resources — capacity review, performance tuning, configuration management, and lifecycle-refresh coordination.
- Endpoint & Device Administration
Workstation, laptop, and mobile device administration — Unified Endpoint Management (UEM) and Mobile Device Management (MDM) policy enforcement, software deployment, and fleet-lifecycle coordination.
- Patch & Vulnerability Remediation
Scheduled patch discovery, compatibility validation, staged deployment, rollback readiness, and reporting across operating systems, applications, and firmware.
- IT Asset & Licence Coordination
Hardware, software, and cloud-resource inventory; procurement tracking, warranty and licence coordination, usage reporting, and lifecycle forecasting.
- Microsoft 365 Administration
Tenant administration, user provisioning, licence coordination, Exchange Online, SharePoint governance, Microsoft Teams policies, and security-baseline maintenance.
Where operations strain
- Tickets arrive across channels without a single queue
Tickets arrive across email, chat, and phone but lack a single queue, agreed priorities, or an audit trail across L1, L2, and L3.
- Fragmented monitoring and alerting
Different tools cover servers, endpoints, and cloud with overlapping alerts, no shared runbooks, and unclear ownership of investigation.
- Patching drifts across the estate
Operating-system, application, and firmware patching is inconsistent across environments, and compliance reporting is difficult to produce on demand.
- Microsoft 365 tenant runs on ad-hoc changes
Licences, mailboxes, SharePoint sites, Teams policies, and security baselines are configured reactively without documented change control.
Engagement approach
A structured Managed IT Services lifecycle — baseline, design, onboard, operate, and improve — aligned to the customer's tooling and reporting requirements.
- Baseline
Review current tooling, ticket data, patch posture, endpoint estate, Microsoft 365 tenant, and existing runbooks; document scope and known gaps.
- Design
Define the operating model, ticket categories, priority matrix, escalation paths, RMM and patch coverage, and Microsoft 365 governance guardrails.
- Onboard
Deploy tooling, migrate open tickets, capture knowledge, run shadow and reverse-shadow waves, and formally hand over service ownership at go-live.
- Operate & Improve
Run day-to-day operations, publish monthly service reports, remediate recurring incidents, and maintain a continuous-improvement backlog.
Deliverables & artefacts
- Service catalogue with named service owners
- RMM and patch baseline across servers and endpoints
- Priority matrix, escalation paths and RACI
- Monthly SLA, patch and Microsoft 365 posture reports
- Runbook library and knowledge base
- Continuous-improvement backlog with owners
End-to-End IT Integration and Support
From assessment and solution design through implementation, remediation, ongoing support, and lifecycle optimization.
Fix What's Broken — Remediation Sprints
Inherited an environment with no documentation, drifting configurations, ticket backlogs, or SLAs no-one can measure? We run fixed-scope stabilisation sprints before taking any environment under managed services.
- Environment discovery, CMDB baseline and documentation reconstruction
- Backlog burn-down, incident/problem cleanup and monitoring coverage fixes
- SLA baselining, tooling integration and runbook build-out
Support & Maintenance — AMC-Backed
Run IT operations as a managed service — infrastructure, security, workplace or service-desk — with contractual SLAs, monthly reporting and quarterly reviews under a Jiva AMC.
- Business-hours or extended coverage — as separately contracted — across service desk, infrastructure, cloud, and security
- SLA-backed incident, request and problem management with monthly reporting
- Continuous improvement, tooling uplift and quarterly service reviews
Managed IT Services FAQs
Scope, transition, tooling and reporting.
Continue exploring
Related services
- Managed Infrastructure & Cloud
Run servers, storage, virtualisation, network, and public and private cloud platforms with capacity, performance, patch, governance, and cost management.
- Managed Workplace & Endpoints
Administer end-user devices, unified endpoint management, application packaging, Microsoft 365 and Google Workspace, and workplace platforms across Windows, macOS, iOS, and Android.
- Managed Service Desk & Support
Provide multi-channel L1, L2, and L3 support with self-service, VIP handling, on-site field engineers, and ITSM workflow administration.
- Managed Security (SOC / MDR)
Operate security monitoring, detection engineering, threat hunting, vulnerability management, and incident-response coordination against the customer's security stack.
- Managed Backup & DRaaS
Operate backup jobs, immutable and isolated repositories, DRaaS runbooks, scheduled recovery drills, and restore assurance across on-premises, cloud, and SaaS workloads.
- AMC & Support Contracts
Deliver multi-vendor annual maintenance, preventive maintenance, priority break-fix, parts logistics, and OEM escalation across servers, storage, network, and security appliances.
- IT Implementation & Deployment
Deliver the build phase that precedes run-state operations: deployment, migration, integration, acceptance evidence, hypercare, and handover into managed support.
Run IT with clear ownership
Consolidate IT operations under one accountable team
Review current tooling, ticket data, patch posture, endpoint estate, and Microsoft 365 tenant. Jiva Technologies can consult, design, implement, remediate, maintain, and manage a right-sized Managed IT Services engagement.