Managed Services

Responsibility for defined operating tasks in all areas of your IT

You can request our support for server, network, storage or client mode operations. We will be your competent partner and according to agreed Service Level Agreements (SLAs) provide you with our Managed Services under the maxim: speed, customer-orientation, best price/performance ratio, quality and efficiency.

Your Advantages from PASS Managed Services:

  • Transparency - you hand over specific responsibility for individual IT services as defined in the SLAs to us, as specialist provider.
  • Control over your own infrastructure, it remains 100 % with you
  • Reduction in the depth of your IT production, improvement of your IT cost structure
  • Promote strategic development of your IT by relieving your IT resources of the day-to-day business while at the same time reducing your IT costs
  • Increased quality and availability
  • Reduction or elimination of costs relating to
    • permanently maintaining specialist know-how
    • use of management tools
    • staffing for shift work

Our Promise

We will increase the quality and availability of your IT services and at the same time, reduce complexity and costs. You will receive costs and services clearly presented and consistent services from PASS Managed Services.

Service Level Management

Building up a Service Level Management

Service Level Management is an integral part of service delivery processes, based on ITIL. It is designed to fulfill or conform to the requirements of IT Service Management. The following are examples:

  • Setting up of instances

    • Steering committee

    • Service manager / permanent contact
  • Permanent tasks
    • Order and contract management
    • Service and quality management
    • Monthly company management meetings
  • Planning processes
    • Release planning
    • Volume and capacity planning
    • Project planning
  • Description of escalation procedure

Scope of IT Service Management

In Service Level Management the required IT service delivery is planned, agreed and managed. Existing internal client service, operations and project levels are also taken into consideration.

Service Level Management (ITIL based) guarantees that the service provided fulfills the minimum service levels agreed with clients in Service Level Agreements. This is ensured by the regular checking of results from ITIL processes. If required measures are taken to improve efficiency and performance.

Instruments and measures used to ascertain IT Service Management requirements, include the following:

  • Analysis of the periodically produced Service Level Reports
  • Regular surveys on customer satisfaction
  • Evaluation of customer complaints and implementing of corrective measures
  • SLA reviews regarding actuality, modification requirements due to changes and/or expansion of service as well as IT developments
  • Examination of the Service Catalogue and Service Quality Plan in process audits

Service Level Packages

PASS offers different Service Level packages and is therefore in a position to meet specific customer service and security requirements (compact, extended and customized). Should you not find a suitable package, we will be pleased to create an individual Service Level package for you.

Extracts of PASS SLAs:

Auszug PASS Service Level Agreements (SLAs) in den Abstufungen Compact (Standardpakete), Extended und Customized (zunehmend individuelle Pakete)
Extracts of PASS Service Level Agreements (SLAs) in levels Compact (standard package), Extended and Customized (increasingly individual packages)

Service Desk

Our Service Desk provides a central communications hub (“single point of contact”), using a ticket system for questions, requests and problem reporting (“calls”). Those relating to IT areas that are supported/operated by PASS will be registered, followed up and resolved to give you the best possible IT support for your systems.

Aufbau des PASS Service Desk
Setup of the PASS Service Desk

Fast Response and Solution Orientation

The maxim for the Service Desk Team at PASS is immediate assistance for every call. Calls that cannot be resolved by the Service Desk are forwarded to the responsible experts at PASS or an expert team.

In addition to the reactive help, the Service Desk also performs systematic call evaluations to recognize complex problem causes and to proactively identify improvement potential, e.g. recommendations on infrastructure optimization or suggestions on necessary user training.

Intelligent Workflow and Automated Escalation Management in a Ticket-System

Your requests will reach the Service Desk over a central nationwide telephone number, an Internet portal or by e-mail. Using a ticket-system, the required service data such as contact person, telephone number and location will be recorded and time stamped. A ticket number will be assigned and a priority level classified, according to criticality

The permanent coverage and taking of calls during the agreed service times ensures that your calls are received and handled directly. If the request cannot be resolved immediately, it is being forwarded by the ticket-system, together with all relevant data such as the detailed description of the problem, action already taken etc. The appropriate support group will then take over the responsibility to solve the problem.

This way you will receive maximum IT support for all questions regarding functionality and operating processes.

System Management & IT Monitoring

Important business processes and the IT systems behind them must run perfectly. The management, operation and supervising of IT systems are fixed costs that are incurred independent of economic or seasonal fluctuations.

With our IT monitoring tools we will supervise your entire IT infrastructure (controlled environment, electricity, hardware, network, operating systems, applications, databases….) and ensure that problems are noticed early and - if possible - prevented.

Reliability and Cost Transparency

We standardize existing IT structures, ensure efficient, proactive system management solutions, manage IT resources centrally and automate administrative tasks. We not only focus on reactive but also on preventative measures with the help of IT monitoring. With these measures, we will reduce your costs and increase the availability of your systems.

PASS Services for System Management / IT Monitoring:

  • Automation of systems
  • Optimization of processes
  • Implementing and performing incident, problem and change management
  • 7x24 monitoring of client infrastructure
  • 7x24 helpdesk support
  • Integrated management and control of IT and, as an option, applications

In addition to our portfolio of System Management / Monitoring services, we also realize customized solutions. Please contact us!

Advantages of PASS System Management:

  • Avoidance of downtime through proactive system monitoring
  • Fast reaction to incidents
  • Performance improvement of your IT organization
  • Standardization and automation of activities and processes
  • Transparent service delivery
  • Increased service quality
  • Significant reduction of fixed operating costs

Managed Client Service

An important factor of success for many organizations is a modern, actual and high performance IT workplace-infrastructure. The maintenance and operation of IT workstations is becoming more and more complex and elaborate. Some reasons for this are:

  • Continual reduction of hardware lifecycle
  • The wide variety of different applications that is required in the workplace
  • Software updates that are required at frequent intervals
  • Adherence to security guidelines
  • Integration of mobile devices

We solve these challenges through our Managed Client Service and therefore ensure that your IT workplace operates with high availability, without your IT team being burdened with time consuming operational activities.

IT Workplace Costs are considerably reduced with PASS Managed Client Service

According to Gartner 80% of the costs of a device materialize through system operation, purchasing costs account for only 20%. Through our Managed Client Service you can save up to 50% on operational costs. We will be pleased to compile a sample calculation for you.

PASS Services for Managed Client Service:

  • Procurement, installation and operation of PCs, notebooks and mobile devices
  • Asset and license management
  • Software distribution
  • User and security management
  • Installations, moves, enhancements, exchanges and de-installations
  • Support & take-over warranty processing
  • Price per seat solutions

In addition to our portfolio of Managed Client services, we also realize customized solutions.

Please contact us!

Advantages of PASS Managed Client Service:

  • Flexible scalability of managed clients (increase/reduce)
  • Performance improvement of your IT organization
  • Standardization and automation of activities and processes
  • Transparency of service delivery
  • Increased service quality
  • Significant and sustained reduction and flexibilization of operating costs
  • Increased level of security

Managed Storage und Managed Server

The basic conditions for the secure operation of complex system environments require high-level input from personnel and technology. The same applies for their maintenance and supervision. Available IT budgets do not adequately reflect the additional costs. In the heavily networked business world, IT system failure for whatever reasons, leads to production downtime, delays in delivery, loss of image and orders. IT based communication generates enormous data quantity that needs to be managed. Increasingly stringent legal regulations and GRC regulations (governance, risk & compliance) require a professional handling of data and systems, especially regarding:

  • Security
  • Availability
  • Consistency
  • Redundant storage
  • Retention rules
  • Archiving for many years
  • Findability/retrievability of data

As a specialized service provider we perform all tasks relating to servers, memory management, backup and archiving of your data centers and will monitor, configure and optimize your work environment.

PASS Services for Managed Storage und Managed Server:

  • Development of storage and server concepts and their implementation
  • Ensuring the availability and maintenance of hardware and operating systems in use (monitoring, administration, support, patch management, backup & recovery, virus protection)
  • Operational responsibility for mail services, active directory/directory services, databases, servers, virtualization
  • Continual, proactive supervising of servers and storage
  • Optimization, maintenance and supervision of systems
  • Virtualization of the server network
  • Handling errors and problems
  • Compiling and maintaining operation handbooks and system documentation

In addition to our portfolio of Managed Storage und Managed Server services, we also realize customized solutions. Please contact us!

Advantages of PASS Managed Storage und Managed Server:

  • Compliance with legal requirements
  • Increased level of security, decreased default risk
  • Standardization and automation of tasks and procedures
  • Transparent service delivery
  • Increased service quality
  • Significant and sustained reduction of fixed and operating costs
  • Reduction or complete elimination of costs to
    • permanently maintaining specialist know-how
    • use of specialized tools
    • staffing for shift work

Managed Network – Network Management

Today, transmission channels (LAN and WAN) must meet the highest security requirements and the demand for broadband is also increasing at explosive rates. This necessitates the use of ever increasingly complex technology that can only be managed by specialists.

Our Network Management will simplify the operation of your networks and take care of all network tasks for you, be it the conception, implementation, operation/management, proactive monitoring or the optimization of existing network infrastructure. Your IT team can concentrate better on core IT activities.

PASS Managed Network Services:

  • Take over the operation and total responsibility for all active network components such as routers, switches and WLAN components
  • The analysis, conceptualization, implementation, configuration and support of your network infrastructure.
  • 7x24 monitoring of client networks
  • Security management
  • Implementation and operation of VPN and remote access solutions
  • Carrier management
  • Proactive network management
  • Regular reporting

In addition to our portfolio of Network Management services, individual solutions can also be realized. Please contact us!

Advantages of PASS Network Management:

  • Performance improvement of your IT organization
  • Standardization and automation of activities and processes
  • Transparency of service delivery
  • Increase in service quality
  • Significant and sustained reduction of fixed and operating costs
  • Increased level of security
  • Reduction or elimination of costs relating to
    • permanent provision of special know-how
    • use of management tools
    • staff employed for shift work

Managed Security

The security function for an organization is diverse and ranges from simple security updates for operating systems and applications to protective measures against network attacks, virus threats and spam attacks to the identification, prevention or rectification of security risks.

Your IT infrastructure is a fundamental factor in securing your business processes, so an organization needs strategies to protect it from attacks from within or outside and that will reduce risks from such attacks to a minimum or better proactively prevent them: IT security management.

IT security management is a very complex subject and becoming more and more complex. This complexity can only be mastered by experts who are permanently involved with it.

PASS has the specialists, the know-how and the tools to provide the highest possible security for your infrastructure. With our Managed Security we are offering you a full IT security package with a transparent service delivery and a clear cost structure.

PASS Services for Managed Security:

  • Permanent monitoring of your systems
  • Analysis of log entries
  • Actualization of systems (patches, patterns, rules, …)
  • Risk analysis / vulnerability assessment
  • Emergency support
  • Development of security strategies / security processes and if requested their realization and implementation
  • Consulting on virus protection, VPN, encryption, content security and filtering, authentication
  • Conducting audits and security checks

In addition to our portfolio of Managed Security securities, we also realize customized solutions. Please contact us!

Advantages of PASS Managed Security

  • Compliance with legal requirements
  • Increased level of security, decreased fallout risk
  • Compliance with your GRC rules (governance, risk & compliance)
  • Standardization and automation of tasks and processes
  • Transparent service delivery
  • Increased service quality
  • Significant and sustained reduction of fixed and operating costs
  • Reduction or complete elimination of costs relating to
    • permanently maintaining specialist know-how
    • use of specialized tools
    • staffing for shift work