Infrastructure Operation Services

Controlware Customer Services Center (CSC)
Our ISO 27001 and 9001 certified German Customer Services Center is optimally positioned to operate your IT infrastructures: Over 120 employees monitor and operate our customers' network, security and data center environments around the clock, 365 days a year, based on ITIL service processes.

Controlware Cloud Management Center (CMC)
Our Cloud Management Center (CMC) supports you in operating secure and standardized public cloud environments based on Microsoft Azure - and manages the availability, accessibility and operation of the IT environment for you. In consultation with your team, we also take care of the timely implementation of Microsoft recommendations to meet all relevant compliance, data protection and security requirements.

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.


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Christian Bohr
Head of Managed Services Consulting

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