Managed Services

Keep your business running - with managed services from Serviceware

Service managers know: When customers have a problem, they don't want to wait. Thanks to our managed services, we not only solve their technical problems - we prevent them from arising in the first place.

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Managed Services by Serviceware - Lets Everything Run Smoothly

Managed services are defined IT services that a managed services provider provides for its customers. These are not one-off services, but recurring services that are provided over a certain period of time. This is mainly done remotely, such as with cloud and IT security services. More and more companies are therefore relying on managed services from Serviceware to operate their IT.

This is because they offer companies numerous advantages. Some of these are

  • Optimized costs: according to a study by market research company IDC, companies are increasingly shifting their IT budgets from capital expenditure to operating expenditure and are relying more and more on operational support from managed services when operating their software solutions. This allows them to manage their IT costs more reliably, as managed services offer greater financial flexibility and cost control.
  • Relieving the burden on internal IT and increasing efficiency: Managed services relieve the burden on internal IT teams, allowing them to focus on innovation and strategic initiatives. At the same time, they increase the efficiency of internal teams because they no longer have to focus solely on day-to-day business.
  • Less downtime and higher availability: This starts with unbeatable 24/7 availability, which an external service team can cover for systems with managed services - a service level that hardly any company can cover internally.

Conclusion: Without managed services, many IT services become more expensive, less reliable and more complex to operate.

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“The technical support at Serviceware is excellent and delivered very good quality even during the proof of concept.”

Dr. Jörg Kundler

Head of IT Services at German air traffic control

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Operational Support through Managed Services

Our Managed Service offers companies operational support for their Serviceware platform solutions - based on a comprehensive range of services that can be adapted to our customers' individual requirements at any time.
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Your advantages with our Managed Service:

  • Operational support: Benefit from the expertise of our experienced engineers.
  • System checks: Have your system checked regularly and have us proactively analyze if any irregularities are detected.
  • Patch management: We keep your environment up to date and secure by regularly installing the product patches provided.
  • Extended support: Dedicated contact persons ensure personal service and faster problem resolution.
  • System optimization: We provide professional management and continuous improvement of your managed environment to ensure maximum efficiency and performance.

24/7 Incident Management

Serviceware offers customers a 24x7 System Critical Support Service to ensure that the Serviceware platform solutions are available at all times.

Unplanned outages and technical problems that can lead to significant disruptions and costs are analyzed immediately and resolved as quickly as possible.

Your benefits from our 24x7 System Critical Support:

  • 24/7 incident management: 7 days a week, 24 hours a day, 365 days a year - our support team is always available to deal with and resolve critical incidents immediately.
  • Experienced technicians: Rely on our team of qualified and experienced technicians who have the necessary expertise to master even the most complex IT challenges.
  • Extended Service Level Agreement (SLA): Our extended Service Level Agreement (SLA) offers shortened emergency response times to ensure that critical issues are resolved immediately.
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Individual Support with our Extended Support Service

Our extended support service offers companies comprehensive support for their Serviceware platform solutions. Our aim is to relieve our customers' IT administration and give them more time for their core tasks.
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Your benefits from our extended support service:

  • Personal contacts: Benefit from personal support from our experienced support specialists who are familiar with your environment and your requirements.
  • Autonomous access: Our team has direct access to your systems to resolve issues quickly and efficiently.
  • Proactive monitoring: We continuously monitor potential workflow loops, paused workflows and unprocessed emails to identify and resolve issues before they impact your business processes.
  • Prioritized issue resolution: A service manager is available as a direct point of contact to quickly prioritize and resolve urgent issues to ensure smooth and efficient business operations.

Service Request Management (SRM) Prime Services

Our SRM Prime Service offers the further development and adaptation of your Serviceware products to changing business requirements and organizational changes.

Your advantages with SRM Prime Service:

  • Fixed price: SRM Prime is a flat-rate service offering with defined service content at a (monthly) fixed price and without additional costs.
  • Dedicated contact persons: An entire team supports the further development of your Serviceware products. You always have a fixed contact person in this team with a deputy arrangement.
  • Regular updates: The implementation of product updates is part of the standard SRM Prime Service portfolio. This allows you to quickly implement the latest features of your Serviceware products.
  • Agile further development: Services are provided in sprints. In sprint planning, the topics to be implemented in the next sprint are defined together with your permanent contacts.
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Our Managed Services at a Glance

Solution Management Service

Operation of your serviceware solution (for on-premises/ in-house operation)

System Check Service

Proactive monthly/quarterly analysis of your environment by an experienced serviceware specialist

Private cloud

Hosting and operation of your individual serviceware environment within our data center in Germany

Serviceware support

  • By phone from Monday to Friday from 07:00 to 20:00
  • By e-mail
  • Around the clock in the Serviceware Portal

24/7 System Critical Support Service

Extended support times with 24/7 Critical Support. Customized services and special service level agreements possible

Turn our managed services into your strategic advantage

Christian Thiel, Head of ESM Customer Support & Managed Services at Serviceware, is responsible for managed services for over 30 medium-sized companies and corporations. Together with his team, he supports well-known customers in the efficient operation of their Serviceware solutions and ensures smooth service processes.

If you would also like to benefit from the advantages of our Managed Services, please arrange a meeting with him.

Meet our experts

Christian Thiel
Head of ESM Customer Support & Managed Services

Frequently Asked Questions

With our Managed Service, we provide companies with comprehensive support for the operational management of their Serviceware platform solutions. We take care of day-to-day system management and ensure the smooth operation of your environment. We adapt our service offering flexibly to your individual requirements to ensure optimum support.

With our operational support, you benefit from the expertise of experienced engineers who regularly check your systems and keep them up to date with the latest software. We proactively analyze potential irregularities and rectify them before they lead to problems. In this way, we ensure that your IT environment remains stable, secure and efficient. We also take care of administration and configuration within the solution for you, such as expanding roles and groups as well as authorizations.

Our patch management ensures that your serviceware environment is always up-to-date and optimally protected. We regularly install product patches and check their impact on your system. This closes security gaps and improves the system performance of your serviceware platform solutions in the long term.

Our 24/7 System Critical Support is available around the clock - 24 hours a day, 7 days a week, 365 days a year. In the event of unplanned outages or critical faults, our experts analyze the cause immediately and initiate countermeasures without delay. In this way, we minimize downtimes and ensure the stability of your business processes.

Thanks to our extended Service Level Agreement (SLA), we guarantee you particularly short response times in the event of emergencies. Critical incidents are prioritized immediately and handled by experienced engineers. Our aim is to rectify system failures as quickly as possible and restore the full functionality of your Serviceware platform solutions.

The extended support service takes over the continuous support and administration of your Serviceware platform. The focus here is on ongoing maintenance, monitoring and efficient problem solving for specific issues. Our specialists ensure that your systems remain stable and efficient, while your internal IT team can concentrate fully on strategic tasks. For personal and rapid support, you also have a dedicated contact person who knows your individual requirements inside out.

Our experts monitor your systems continuously and automatically, supported by suitable technical solutions to detect potential faults at an early stage. This includes analyzing workflows, email logs and system messages. This proactive approach means we can often resolve problems before they impact your business operations.