Monitoring & Service Desk

Controlware's comprehensive and granular monitoring and reporting framework enables seamless monitoring of your critical infrastructure services - for example, with regard to compliance with KPI targets from a management perspective or from a technical point of view. A service desk is available in English and German to handle requests in a timely manner.

Incident & Problem Management

As part of this service module, we take over the recovery of your service objects in the event of a malfunction, service restriction or component failure. In the event of recurring malfunctions or product problems, our Problem Management team works with the Technical Assistant Center (TAC) of the respective manufacturer to ensure further fault qualification, analysis and containment.

Change Management & Request Fulfilment

Within the scope of change management, we handle all changes necessary for the smooth operation of your service objects - from standard changes such as rule changes or port activations of firewalls to more extensive changes in the area of release management. Service requests are also checked and processed.

Software Release Management

In this service module, we bundle all activities required to maintain the agreed operating status of your service objects. This includes checking the manufacturer's recommendations, evaluating the impact on the service objects in use, and - as a result - providing information for release adjustments.

The term Service Management covers all activities related to the support of your Operations Services contracts by a dedicated Service Manager (SM). The SM is your central contact for all questions relating to Operations Services, provides you with the agreed reports and carries out service reviews.

Managed Services - Controlware

Our Controlware Managed Services:

Our modular portfolio of managed services enables you to outsource all or part of your IT operations to our experts - and thus relieve your own IT team of routine tasks in a cost-effective manner.

This allows you to regain control of your complex IT environment, ensure competent support for your customers and users around the clock - and benefit from efficient and cost-effective IT operations at all times, while your own team can concentrate fully on implementing new requirements and projects.

Network as a Service

Infrastructure Operation Services

Service modules according to ITIL

The modular structure of our Managed Services portfolio enables us to respond flexibly to your individual requirements at any time and to provide you with optimum support in the form of scalable service concepts.

Monitoring & Service Desk: Controlware's comprehensive and granular monitoring and reporting framework enables seamless monitoring of your critical infrastructure services - for example, with regard to compliance with KPI targets from a management perspective or from a technical point of view. A service desk is available in English and German to handle requests in a timely manner.
Incident & Problem Management: As part of this service module, we take over the recovery of your service objects in the event of a malfunction, service restriction or component failure. In the event of recurring malfunctions or product problems, our Problem Management team works with the Technical Assistant Center (TAC) of the respective manufacturer to ensure further fault qualification, analysis and containment.
Change Management & Request Fulfilment: Within the scope of change management, we handle all changes necessary for the smooth operation of your service objects - from standard changes such as rule changes or port activations of firewalls to more extensive changes in the area of release management. Service requests are also checked and processed.
Software Release Management: In this service module, we bundle all activities required to maintain the agreed operating status of your service objects. This includes checking the manufacturer's recommendations, evaluating the impact on the service objects in use, and - as a result - providing information for release adjustments.
Service Management: The term Service Management covers all activities related to the support of your Operations Services contracts by a dedicated Service Manager (SM). The SM is your central contact for all questions relating to Operations Services, provides you with the agreed reports and carries out service reviews.

Contact

Do you have any questions? The “Managed Services” team will be happy to help you.

Write to us

Christian Bohr
Head of Managed Services Consulting

Write to us