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How ITaaS Works

Understanding how managed IT services work is key to choosing the right IT partner. Our IT as a Service (ITaaS) model follows a structured, repeatable process – from assessment and onboarding through to ongoing support and continuous improvement.

Assessment & Discovery

Before we begin day-to-day support, our Service Delivery team manages a structured project to bring your environment up to standard. This ensures no hidden risks are inherited.

Assess

01

We start by understanding your business, systems and people:

Asset & user inventory: Inventory of all devices, users, and applications.

Tenant & infrastructure audit: A deep dive into your Microsoft 365 tenant and on-premises infrastructure.

Security assessment: A review of security controls, including vulnerability scanning and access management.

Stakeholder interviews: Discussions with key stakeholders to identify pain points and goals.

This stage sets the foundation for a tailored plan and ensures nothing is overlooked.

This stage sets the foundation for a tailored plan and ensures nothing is overlooked. We cannot secure what we do not understand. The insights from the assessment phase reveal the gaps between your current state and a compliant, audit-ready environment.

The Implementation Project

Standardise

02

Next, we bring your environment into alignment with our best practices.

Device baselines & gold builds: Standardised configurations for all devices.

Network configuration & segmentation: Logical network segmentation and best-practice setups.

Identity & access policies: MFA, conditional access, and other identity controls.

Backup & disaster recovery standards: Established and tested standards for backup and recovery.

Documentation & runbooks: Clear documentation to support ongoing operation..

Standardisation reduces complexity, improves reliability, and makes future changes smoother.

Stability comes before security. With a standardised foundation in place, we can now effectively deploy our advanced protection layer to lock down your data and optimise performance.

Secure & Optimise

03

With a solid baseline, we deploy tools and processes to enhance security and performance.

Remote monitoring & management: RMM agents deployed on all endpoints.

Managed detection & response (MDR): Advanced threat detection and response tools.

Patching & vulnerability remediation: Continuous patching and remediation of vulnerabilities.

Automated backup & recovery checks: Regular verification of backups and recoverability.

Cloud cost optimisation: Adjustments to right-size cloud resources and control costs.

We continually adjust and improve settings to keep pace with new threats and business demands.

Implementation is just the beginning. Once your environment is built to our standard, we transition you to our live Service Desk, ensuring your users are supported every single day.

Ongoing Partnership

Once onboarded, we shift to the day-to-day operation. This is your core ITaaS subscription.

Support

04

ITaaS is an ongoing partnership, not a one-off project. In this phase, we focus on the day-to-day operation of your IT environment.

Unlimited helpdesk support: Quick answers via phone, email, or chat (Portal) with no per-ticket charges.

Proactive maintenance: Monitoring, patching, and remediation to prevent issues from becoming outages.

Monitoring and management: Continuous oversight of endpoints, networks, and backups so that failures are addressed before they impact your business.

User enablement: Onboarding, offboarding, and training to keep staff productive and secure.

Fixing problems is essential, but preventing them is better. We move beyond reactive support to proactive strategy, ensuring your technology evolves as fast as your business does.

Fixing problems is essential, but preventing them is better. We move beyond reactive support to proactive strategy, ensuring your technology evolves as fast as your business does

Strategic Growth

We move beyond the helpdesk with scheduled strategic reviews.

Continuous Improvement

05

Once your environment has been standardised and the core operations are running smoothly, we shift into continuous improvement and strategic planning. This stage ensures that your IT evolves alongside your business. It includes:

Technology Business Reviews (TBRs): We meet regularly (Quarterly/Annually) to assess business goals.

Root-cause analysis: Instead of just fixing symptoms, we identify the underlying causes of incidents.

Roadmapping: We work with you to develop a forward-looking IT roadmap and plan future projects.

Scalable adjustments: As your organisation grows, we review scope and adjust the service accordingly.

Outcome: By continuously analysing and refining your IT environment, we help you stay ahead of emerging threats and opportunities.

By continuously analysing and refining your IT environment, we help you stay ahead of emerging threats and opportunities.

Who We Support

From local SMEs scaling up to multi-jurisdictional Corporate Service Providers, see if your organization fits the profile for our enterprise-grade Business IT Support.

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