IT Strategy
Managed Services Model & AMS Transformation
Define how Clavon or an internal team will operate, maintain and enhance production systems on behalf of the client.
Purpose
Define how Clavon or an internal team will operate, maintain and enhance production systems on behalf of the client.
Scope
- Establish service catalogue (incident response, service requests, change management, enhancements)
- Define service levels (SLAs, SLIs, SLOs) and escalation paths
- Set up intake processes, triage and prioritisation
- Integrate DevOps, SRE and QA practices into operational support
- Provide reporting, KPI dashboards and continuous improvement planning
Deliverables
Managed services operating model
Service catalogue, SLAs and KPIs
Runbooks, incident response procedures and change management workflows