Strategy and managed services · 21 September 2026
Managed services are not a help desk with a logo
If the monthly pack is only ticket counts, you bought a queue. A managed service owes you a decision.
Ticket volume is a measure of demand, not of health. A good monthly review names what broke, what we changed, what we refuse to keep patching, and what we need from you.
Application maintenance is where this goes wrong. The contract rewards closing tickets, so debt grows. We put a slice of capacity on debt and reliability every month and report it as work, not as a favor.
Coverage hours should match the business. A plant that runs Saturdays does not want a desk that discovers Monday’s outage at 9:30. Write that down before the transition week.
The handover is part of the service. If only one of our engineers understands your billing job, we have not finished the transition.