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IT Managed Services

Flexible end user & infrastructure management solutions

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Can IT managed services help your business?

The drivers for adopting IT managed services can vary from one business to another.
For our mid-market clients, their typical drivers have been:

• Business growth
• New technology adoption
• Mergers and acquisitions
• Entrance in to new markets
• Business agility

• 24/7 support
• Current service performance
• IT skills gap
• Escalating IT costs
• Predictable monthly costs

If any of these scenarios resonate with you, and you have 50+ IT users, then perhaps it’s time to talk to us. Our low risk, high value managed services enable you to run an efficient and innovative IT operation that scales and flexes quickly, without investing in the capital or headcount that such an operation would normally require.

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IT Support where and when you need it

Once you’ve made the decision to adopt managed services, the next step is to decide where you need help. To make things easy, we have grouped our managed services into two core offerings: end user support and infrastructure management.

You can then customise the service you choose, with SLA response times and hours of coverage to match your operations.

Infrastructure Management
Core components

  • Change management
  • Patch management
  • Asset management
  • Supplier management
  • Capacity management
  • Security management

End User Support
Core components

  • 1st line support
  • Problem resolution
  • Incident management
  • Third party escalation
  • Service request fulfilment
  • User device support

Which IT support package is right for your business?

IT Infrastructure Support

24/7 Support, maintenance and management for part or all of your IT infrastructure to defined SLAs.

End User IT Support

1st line service desk to support internal IT teams at times that suit your requirements to defined SLAs.

Tailored IT Support

Tailored support, maintenance and management options for your IT infrastructure and users to defined SLAs.

Our simple onboarding process

We recognise that making the decision to hand over part or all of your IT function to a third party is a significant one and a smooth transition is key to the success of the ongoing partnership.

With Acora, you’re in safe hands. Our tried and tested methodology is built on years of experience.

Following the five simple steps below, we will transition all or part of your IT service from you or your current supplier to us, smoothly, efficiently and on time.

Step 1

Project Inititiation

We appoint a dedicated transition manager, establish the transition plan and agree the transition success criteria and implementation approach.

Step 2

Knowledge Transfer

We capture, and share knowledge held by existing suppliers and internal teams. We outline the roles and responsibilities of each party in the process.

Step 3

Toolsets

We capture information relating to the agreement, deployment and configuration of the toolsets to support the managed service.

Step 4

Interim Support

We take responsibility from the current supplier or client for services in a phased approach to mitigate any potential impact on business as usual.

Step 5

Handover

Following the “service commencement date” we contractually take responsibility for the delivery of all in-scope services.

Customer Success Stories

Infrastructure & Service Transformation

Our client is a multinational private equity and venture capital company based in London, with over 350 employees. Acora responded to a formal RFP to select a new IT Services partner to support an infrastructure transformation activity and a service transition from their long-term, incumbent service provider.

First line service desk support for leading property consultant

Our client, a leading property consultant with 1500 employees, had a history of expansion and acquisition. The company’s internal IT team was well established but needed to extend its strength and capacity to help deliver a fully optimised service that was more robust and scalable to support the company’s future growth.

24/7 service desk support for second time outsourcer

Our client is one of the UK’s largest trade unions. The organisation’s current IT contract with a single provider for 1st – 3rd line support was not delivering the service value they needed. As a result they decided to split the services and move to a multi source agreement.

Why choose Acora as your managed IT services partner?

24/7 UK-based operation   

Mid market focus

25 years pedigree

Market leading systems 

Mature Processes

ITIL Aligned Processes

Monitoring tools

Highly trained service community

Key features of Acora’s IT managed services

  • Customise your own IT service
  • Provide scale and flexibility to your business
  • Expertise, resource and technology without the investment
  • Replace variable costs with a predictable monthly fee
  • 24/7/365 UK-based operation centres
  • myAcora portal to enable users to log tickets and service requests
  • Access to professional resources and skills to add value
  • Tailored monthly service reporting and contracted SLAs

Managed Services FAQs

What are IT Managed Services?

managed service provider (MSP) is a company that remotely manages a customer’s IT infrastructure and/or end-user systems, typically on a proactive basis and under a subscription model.

The typical Managed IT Services provide:

24/7/365 network monitoring of all of your IT infrastructure.

Service desk to answer your questions and your staff’s questions.

24x7x365 response for server/network infrastructure emergencies.

Technical support-onsite.

Technical support-using remote connect tools.

Assistance with hardware and software sales.

What are the main business benefits of IT Managed Services?

IT Managed Services will help your business reach its strategic goals, by:

Freeing resource to carry out more strategic IT initiatives.

Increasing operational agility to meet the challenges of a constantly changing marketplace.

Plugging IT skill gaps in your IT team.

Improving compliance and security safeguards.

Accessing new technologies without skills limitations.

Will I save money with IT Managed Services?

IT Managed services are not a magic bullet that reduce IT costs but there are savings to be had if you look in the right places

They can deliver savings for your current state but will provide even more when looking at your desired IT state

They provide a risk-free platform and remove the “lumpy” increases in your opex or capex

They enable you to focus you and your team on core business challenges

An effective MSP can help you transform your IT platform and routines

How do I find the right managed IT services provider?

There are hundreds of managed services providers, each with their own slightly different offering. Make sure that you define what you actually want from an MSP before you start searching for a partner.

Your due diligence checklist should include at the very least answers to the following questions:

Services offered – Does the MSP actually support the function you need?

Experience – you need proof. Ask to speak directly to one of their existing customers

Pedigree – How long has your prospective MSP been in business? What is their heritage? How good are their financials?

Technologies – Does your prospective partner have experience in the technologies that you use and need?

Future proofing – Can your prospective MSP cater for your future transformational requirements?

How difficult is it to switch to a new IT provider?

Outgrowing an MSP is an increasingly common issue.  Often your needs exceed their capacity, experience and ability to scale in line with your demands. When this happens, the MSP will struggle to meet their SLA obligations, or to provide the same quality of support.

Changing to a new provider to manage your network or end users is a process that should not be taken lightly. There is risk involved. However, for businesses already using managed services, the transition should be smoother. A competent, experienced, professional service partner should be able to make a changeover as painless as is possible.

Are you looking to switch to a new managed IT service provider?

If so, we’d love to speak to you! Some of our most successful partnerships are with organisations that have switched to Acora from an existing provider. The reasons why they move are many and varied. Some have have simply outgrown their existing partner and looked to Acora for more mature services. Others, through rapid growth, needed round the clock IT support and their existing partner couldn’t provide that.

Switching to a new provider is not as daunting as you think. Follow our simple process and find out if you are ready to make the move to Acora.

Get in touch

The Acora team is ready and waiting to understand your challenges and see how we can help.

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Contact details

Acora
Pegasus House, 1 Cranbrook Way, Shirley, Solihull B90 4GT

Acora
Acora House, Albert Drive, Burgess Hill, West Sussex RH15 9TN

International callers please use: +44 1444 221123

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