Managed Services
Run the platform. Coordinate the outcome. Report on the service.
IT, security, infrastructure, workplace, backup and vendor support are operated as one accountable practice. Each engagement follows a shared operating model with defined tooling, runbooks, escalation, and reporting.
Coverage spans on-premises, private cloud, and public cloud environments; end-user devices and virtual desktops; identity, endpoint, and network security; backup and disaster recovery; and multi-vendor hardware support.
"Operations that are documented, coordinated, and reported — not improvised on the day."
Service desk, infrastructure, workplace, security, backup, and vendor support.
On-premises, private cloud, and public cloud.
Recurring reviews per practice and per environment.
Service portfolio
7 practicesStructured IT operations. Clear ownership. Reported outcomes.
Operate day-to-day IT with a single accountable team — service desk, remote monitoring and management (RMM), infrastructure and endpoint administration, patch and vulnerability remediation, IT asset and licence coordination, and Microsoft 365 tenant administration.
- Service Desk & RMM
- Patch & Vulnerability
- Endpoint Administration
- Microsoft 365 Administration
Monitored. Right-sized. Governed — across on-premises and cloud.
Run servers, storage, virtualisation, network, and public and private cloud platforms with capacity and performance management, patch and change orchestration, cloud governance, and FinOps reporting across Microsoft Azure, Amazon Web Services (AWS), and Google Cloud.
- NOC Operations
- Capacity & Performance
- Cloud Governance
- FinOps Reporting
Consistent workplace. Compliant devices. Structured support.
Administer end-user devices, unified endpoint management (UEM and MDM), application packaging, Microsoft 365 and Google Workspace, and workplace platforms across Windows, macOS, iOS, Android, and virtual desktops.
- UEM & MDM
- Zero-Touch Provisioning
- Microsoft 365 Governance
- Digital Experience
Coordinated support that reports on outcomes, not just tickets.
Provide multi-channel L1, L2, and L3 support with self-service, VIP handling, on-site field engineers, and ITSM workflow administration. Reporting combines SLA metrics with experience signals for continuous improvement.
- Tiered L1/L2/L3
- Self-Service & Knowledge
- VIP & Field Support
- ITSM Workflow
Coordinated detection, response, and remediation — reported to the business.
Operate security monitoring, detection engineering, threat hunting, vulnerability management, and incident-response coordination against the customer's SIEM, EDR/XDR, cloud, identity, and network telemetry. Content aligned to MITRE ATT&CK.
- SOC & MDR
- SIEM Engineering
- Vulnerability Ops
- IR Coordination
Backups that restore. Drills that produce evidence. Runbooks that execute.
Operate backup jobs, immutable and isolated repositories, DRaaS runbooks, scheduled recovery drills, and restore assurance across on-premises, cloud, and SaaS workloads. RTO and RPO commitments supported with recovery evidence.
- Backup Operations
- Immutable Repositories
- DRaaS Runbooks
- Restore Assurance
One agreement. Multi-vendor coordination. Governed hardware support.
Deliver OEM-backed and, where suitable, third-party maintenance across servers, storage, network, security, and end-user equipment. Preventive maintenance, break-fix, parts logistics, vendor liaison, and periodic audits under one governed agreement.
- Preventive Maintenance
- Break-Fix Response
- OEM Vendor Liaison
- Consolidated Renewals
Managed practices
Four accountable lanes. One operating model. Reported on an agreed cadence.
- RunDay-to-day IT and platform operations
- ExperienceWorkplace, endpoints and end-user support
- ProtectSecurity operations and recovery assurance
- SustainMulti-vendor hardware and contract governance
Common operating gaps
- Reactive support without a proactive posture
Tickets are worked as they arrive, but root causes and preventive actions are not consistently closed across teams and tools.
- Fragmented tooling across the IT stack
ITSM, monitoring, patching, endpoint management, and security run on separate tools without a shared operating model or reporting cadence.
- Escalations stretch when environments are undocumented
L2 and L3 investigation depends on runbooks that were never captured, extending time-to-resolve on major incidents.
- No single view of service health
Business owners receive information only when something breaks, not through a structured operational review cycle.
Delivery approach
A single Managed Services operating model — service desk, infrastructure, workplace, security, backup, and vendor support delivered under one accountable team.
- Assess
Review the service catalogue, tooling estate, historical ticket data, patch and endpoint posture, monitoring coverage, and security and backup arrangements per practice.
- Design
Define the target operating model, tooling baseline, priority matrix, runbook library, escalation paths, and reporting cadence for each practice in scope.
- Onboard
Deploy or integrate tooling, migrate open workload, run shadow and reverse-shadow waves, and formally transfer service ownership at go-live.
- Operate & Improve
Run day-to-day operations, publish recurring service reports, remediate systemic issues, and maintain a continuous-improvement backlog.
Every managed practice runs on the same operating core — same tooling, runbooks, change control and reporting cadence.
- ITSM Platform
- Monitoring & RMM
- Runbook Library
- Change Control
- Reporting Cadence
- Continuous Improvement
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 Services FAQs
Scope, transition, tooling and reporting for a governed managed operation.
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Related services
- IT Infrastructure & Cloud
Design, integrate, migrate, and modernise compute, storage, network, virtualisation, and hybrid or public cloud platforms before they enter managed operations.
- Cybersecurity
Assess and engineer identity, endpoint, network, cloud, and application security controls that integrate with monitoring and incident-response operations.
- Business Continuity & Disaster Recovery
Design business impact analysis, backup, replication, disaster recovery, cyber recovery, testing, and ongoing platform support as a coordinated resilience programme.
- End-User Computing
Standardise, provision, secure, and refresh end-user devices, virtual desktops, and workplace applications alongside managed workplace operations.
- Data Center Design & DCIM
Assess, design, and integrate data center facilities and DCIM tooling for asset, capacity, power, cooling, and environmental visibility.
- Enterprise Applications
Implement, integrate, and support enterprise business applications, ERP, CRM, and collaboration platforms that Managed Services operate day-to-day.
- IT Implementation & Deployment
Deliver the build phase that precedes run-state operations: deployment, migration, integration, acceptance evidence, hypercare, and handover into managed support.
Coordinate IT operations end-to-end
Consolidate operations under one accountable team
Review current tooling, ticket data, patch and endpoint posture, monitoring coverage, and security and backup arrangements. Jiva Technologies can consult, design, implement, remediate, maintain, and manage a phased Managed Services engagement aligned to the practices that matter most.