Managed Services Model & AMS Transformation
Define how Clavon or an internal team will operate, maintain and enhance production systems on behalf of the client.
Running Systems Is a Discipline, Not an Afterthought
Most AMS failures stem from poorly defined operating models — unclear scope, missing SLAs, no escalation paths. Clavon designs managed services models that are explicit, measurable and continuously improved.
ScopeWhat the Managed Services Model Covers
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 workflows
Integrate DevOps, SRE and QA practices into operational support
Provide reporting, KPI dashboards and continuous improvement planning
Core Operating Principles
Structured Intake
Defined triage, classification and prioritisation for every service request
Defined SLAs
Response and resolution times contracted and tracked against agreed service levels
Continuous Improvement
Monthly retrospectives, trend analysis and proactive enhancement planning
Deliverables
Managed services operating model
Service catalogue, SLAs and KPIs
Runbooks, incident response procedures and change management workflows