Managed Services

Mario Cerrillo

1 Articles


Cost Optimization



Nowadays, Information Technology (IT) has become, along with people, the spine of the operations of almost every organization. No matter the business you are running, technology is now what supports the entire company operation.

When technology started being an important component of organizations, it was somehow limited to some computers running accounting software and any other tool specific to the business. Companies used to hire “IT guys” with enough knowledge to fix PC issues and skills to learn about a couple of applications to assist the end users whenever necessary. The IT department was, in many cases, a small team of two or three guys who used to report to the general manager or any other manager who could or not have IT knowledge.

“Today, IT has evolved the way we make businesses and the companies’ operations rely on multiple applications running either on-premises or in the cloud.” 

Being available everywhere, at any time, generating and storing a large amount of data that is used to make critical decisions.

So, the IT infrastructure of a company has changed from a simple group of PCs to a complex “ecosystem” formed by multiple servers, databases, business applications, networking systems, personal devices, and ITSM tools, among others.  Now, the IT team needs to have all or at least several of the following roles: software developers, application support engineers, database administrators, support agents, networking, infrastructure, and cybersecurity engineers.

IT management processes have been implemented, and different levels of support have been created to accelerate the end user assistance and prevent issues that impact the business operation.

All of this makes it necessary to put a strong focus on IT management to increase the value that is delivered to the organization and at the same time keeps the business running.

While some companies have opted to have a complete in-house IT team, many others have found IT Managed Services companies a great partner that helps them with all IT-related issues, allowing the organization to keep the focus on its main business.

Some of the benefits that IT-managed services deliver to organizations are:

  1. IT Operational Excellence. IT operations adhere to standard or custom IT processes to meet service levels required by the customer.
  2. IT Operations cost optimization. While some organizations choose to have a dedicated team, others agree to have their IT services provided by a leveraged team, helping them to reduce operations costs without sacrificing quality. Also, the service provider is solely responsible for recruiting and training the delivery team, preventing the customer to spend time and money on this matter.
  3. Highly specialized IT engineers support your business. IT experts are always part of the service delivery team since they are the ones that will ensure the operations run smoothly. Also, their expertise will help the business to identify the root causes of issues and therefore, propose long-term solutions to prevent them from happening again.
  4. Improvement projects to achieve high efficiency. Service delivery team responsibilities include the identification of improvement opportunities that allow the business to achieve soft or hard dollar savings.
  • Effective delivery of managed services turns into fewer business disruptions and a better user experience because:
  • Proactive actions are taken to minimize the risk of having critical incidents.
  • Improvements are made to lower the recurrence of service requests that demand the user to wait for the output to continue her/his daily activities.
  • Continuous Integration and Continuous Deployment processes can be implemented by the service provider to deliver new features to production faster and with fewer defects.
  • Service Level Agreements are clearly defined and aligned to business objectives.

With more than 10 years of experience providing mission-critical managed services to government entities and to all sizes of private enterprises, AgileThought has become a trusted business partner that has built long-term relationships with its customers by understanding their needs and delivering high-quality services that involve the participation of not only a group of IT experts but also a back office team that supports the service delivery team: process engineers, organizational change management consultants, among others.

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