Managed Services
Managed Services
Someone owns monitoring, patching and the call at three in the morning, with runbooks that exist in writing.
Managed services gives production systems named operating ownership across alerts, incidents, changes, patches, backups and the records needed to understand what happened.
SUB SERVICES
Work inside this line
Managed Services contains 3 sub services: Monitoring and on call, Patching and backups and Change management. None of them has a separate deliverable page.
Monitoring and on call
The difference between monitoring and alerting, plus a rota that names an owner.
Patching and backups
A patch cadence, backups, and restores that have been tested rather than scheduled.
Change management
Changes that are reviewed, reversible and recorded.
HOW WE WORK
A bounded path into production
Above: what you hold after the stage. Below: what you supply.
Stage 1, Define the service: you supply systems, hours and decision owners; you hold service map. We record the systems, service hours, dependencies and business decision owners. Stage 2, Inspect the signals: you supply current alerts and dashboards; you hold alert baseline. We separate useful service indicators from alerts that cannot drive action. Stage 3, Write the incident path: you supply rota, responders and authority; you hold incident path per severity. The alert recipient, authorised responder and decision maker are named for each severity. Stage 4, Set the operating cadence: you supply change and patch windows; you hold operating calendar. Changes, patches, backups, restores and reviews receive schedules and records. Stage 5, Test the handover: you supply time to run the path once; you hold service runbook. We run the path, close the gaps and hand over the operating runbook.
01
Define the service
We record the systems, service hours, dependencies and business decision owners.
You supply: Systems, hours and decision owners
You hold: Service map
02
Inspect the signals
We separate useful service indicators from alerts that cannot drive action.
You supply: Current alerts and dashboards
You hold: Alert baseline
03
Write the incident path
The alert recipient, authorised responder and decision maker are named for each severity.
You supply: Rota, responders and authority
You hold: Incident path per severity
04
Set the operating cadence
Changes, patches, backups, restores and reviews receive schedules and records.
You supply: Change and patch windows
You hold: Operating calendar
05
Test the handover
We run the path, close the gaps and hand over the operating runbook.
You supply: Time to run the path once
You hold: Service runbook
WHAT YOU GET
Concrete items your team can hold
- Service map
- Systems, dependencies, hours and accountable owners.
- Alert baseline
- Signals, thresholds, recipients and expected actions.
- Incident path
- Authority and escalation for each operating decision.
- Service runbook
- Changes, patches, backups, restores and review instructions.
See these items in a worked example of managed services, written as method rather than a client story.
OUR STACK
Tools we use for this work
We work inside the monitoring, alerting, ticketing, deployment and cloud tools already connected to the service.
The operating record matters more than a product list, so alerts, actions, decisions and changes keep a traceable owner.
Where an existing stack is in place, we work inside it.
FAQ
Managed service questions
No. Monitoring produces signals. On call names the person who receives and can act on an alert.
Find the break in the operating path
Bring a recent incident, the current rota and the production access model. We will trace who can act and decide.