Insight
Making managed services work for both customer and provider.
Managed services succeed when accountability, transparency and collaboration are built into the engagement from the start. Contracts and SLAs matter, but so do behaviours and shared incentives.
Clarity on scope and interfaces
In complex environments, grey areas between customer, partner and other vendors can create friction. We encourage explicit definitions of responsibilities, handoffs and escalation paths.
Shared measures of success
Beyond traditional uptime and ticket metrics, we look at change success rates, time to detect and resolve issues, and the speed at which improvements are rolled out.
Over time, these measures help both sides understand where to invest — automation, training or architecture — to improve the environment rather than just maintain it.