The growing demands on in-house IT infrastructure represent a major challenge for many companies. One possible approach to overcoming this is to purchase managed services. What is it about these externally administered IT services and the managed services providers behind them?

• Acceptance, qualification and routing of IT requests
  Analysis, troubleshooting and resolution of 1st and 2nd level support incidents
  Qualified handover and assistance for the 3rd level service team
  Control/monitoring of incoming and open tickets according to SLA priority and escalation levels
  Incident, change and problem management (ITIL)
  Status update of all incident and request fulfillment tickets throughout their lifecycle

Patch and change management
License management
User management
Client and server application support
Maintenance and expansion of system documentation and monitoring
Development and extension of system documentation and reporting
Project support

A Managed Services Provider (MSP) is a company that provides and manages various IT services for its customers. By default, the services are provided and maintained remotely over the Internet, so customer visits are rarely on an MSP’s agenda. Usually, managed services providers offer several different billing models: A monthly fee for providing and maintaining the respective MSP services is just as common as time-based billing. Cost structures based on the number of users or end devices are also common.

Tools

• Zammad ServiceDesk
• iTop Service Managment
• Invoice Ninja
• Selenium
• Apache JMETER
• Grafana

Trainings and Coachings

• ITIL / ITSM
• Security Awareness Trainings
• SCRUM
• KANBAN
• SAFe
• Lean
• Agile