---
title: Managed IT Services | SUMāTO
description: "Managed IT services: we run your infrastructure, cloud and 24/7 support so you can focus on your business. Delegate your IT to SUMāTO."
---

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Administration & Support · Managed Services

# Managed Services.

Entrust the day-to-day operation of your technology to a partner who manages it under defined service levels (SLAs). Your team stops fighting fires and refocuses on the business.

[Schedule an assessment (60 min) →](https://sumatogroup.com/contacto) [See the risks of going without →](https://sumatogroup.com/en/managed-services#riesgos)

What it is

SUMāTO operates and manages your IT so your people can focus on the business, not the infrastructure.

Managed Services are the outsourcing of the management and operation of your technology—infrastructure, servers, network, cloud, backups and user support—under measurable service levels (SLAs). We take on operational responsibility so your organization gains availability, cost control and accountability, without having to build and retain all the talent in-house.

Why you need it

## IT operations can no longer be sustained through reactive effort.

The pressure to keep everything available, secure and up to date is growing faster than the capacity of most internal teams. These are the reasons organizations adopt a managed model. The operation is run from Bogotá and Mexico City: service reviews, reporting and escalation all happen inside your working day, not in the small hours.

01

### Increasingly complex IT

Cloud, on-premise, applications and connectivity coexist in hybrid environments that demand constant specialization.

02

### Talent shortage

Finding and retaining specialized profiles is difficult and costly; turnover leaves critical gaps in operations.

03

### 24/7 availability

The business expects systems to be always up; after-hours failures are no longer tolerable.

04

### Unpredictable costs

The reactive model generates emergency expenses that are hard to budget and to justify to leadership.

05

### Dependence on key people

When knowledge lives in a few heads, an absence or departure can bring the entire operation to a halt.

06

### Focus on the business

The internal team delivers more value driving strategic initiatives than keeping the infrastructure running.

What's included

## An end-to-end managed operation.

We cover the components that keep your technology available, secure and under control, integrated into a single service with clear accountability.

01

### Infrastructure and servers

Management of physical and virtual servers, operating systems and base platforms, with preventive and corrective maintenance.

02

### Network administration

Management of connectivity, switching, routing, connections and network performance to ensure stable communication.

03

### Cloud management

Operation and optimization of your [Cloud](https://sumatogroup.com/cloud) environments: availability, costs, configuration and best practices.

04

### Monitoring and events

Continuous monitoring of health and performance with early incident detection, backed by [NOC](https://sumatogroup.com/noc) capabilities.

05

### Backup and recovery

Verifiable backup schemes and recovery capability aligned to your [DRP](https://sumatogroup.com/drp) to protect continuity.

06

### User support

Help desk and end-user support through our [Help Desk](https://sumatogroup.com/help-desk), with tiered tracking and resolution.

07

### Patches and updates

Planned management of patches and versions to reduce vulnerabilities and keep platforms current.

08

### Vendors and governance

Coordination of third parties and service governance: a single point of accountability with manufacturers and carriers.

Risks of going without

## What a managed operation secures.

When IT management depends on reactive effort and the availability of a few people, risks accumulate quietly until they surface at the worst possible moment.

01

### Outages not addressed in time

Without continuous monitoring and response, incidents escalate into prolonged disruptions with direct business impact.

02

### Cost overruns from emergencies

The reactive model triggers unforeseen crisis-response expenses that are hard to budget and control.

03

### Dependence on key people

Knowledge concentrated in a few individuals puts continuity at risk in the event of an absence or departure.

04

### Security breaches

The lack of patching and monitoring leaves open doors that can lead to [cybersecurity](https://sumatogroup.com/ciberseguridad) incidents.

05

### Silent obsolescence

Systems that age without an update plan erode performance and raise the cost of every change.

06

### Burned-out team

Your people are consumed running the infrastructure instead of applying their talent to innovate and create value.

Benefits

## What your organization gains with a managed model.

### Predictable cost (OPEX)

Turns reactive, unforeseen expenses into a stable, plannable operating cost that is easy to budget and defend.

### Availability and performance

Continuous, proactive operation that keeps your systems up and performing to what the business needs.

### Access to expertise without hiring

Gain a specialized, multidisciplinary team without the burden of recruiting, training and retaining scarce talent.

### Scalability

The service grows or adjusts to your organization's pace, without reconfiguring internal structures with every change.

### Focus on the core business

Your team frees up time and energy to concentrate on the initiatives that set the company apart.

### SLAs and accountability

Measurable service commitments and a single party accountable for operations to leadership.

Service model

## How we structure the operation.

A clear model of tiers, contact and governance ensures every request reaches the right place and that the service improves continuously.

01

### L1 / L2 / L3 tiers

Tiered support that resolves simple matters quickly and reserves specialization for complex cases.

02

### Single point of contact

One entry point for all your requests and incidents, with end-to-end traceability.

03

### SLAs by criticality

Response and resolution times agreed according to each service's impact on your operation.

04

### Reporting and dashboards

Periodic visibility into service performance, with metrics that support decision-making.

05

### Service governance

Review meetings and defined roles that keep expectations and commitments aligned.

06

### Continuous improvement

Analysis of trends and recurring incidents to steadily raise quality and stability.

The SUMāTO approach

## End-to-end managed operation.

We combine consulting and technology to take on your operation with order, transparency and sustained improvement. Managed Services are the umbrella that can integrate [Help Desk](https://sumatogroup.com/help-desk), [NOC](https://sumatogroup.com/noc) and [SOC](https://sumatogroup.com/soc) under a single governance framework.

01

### Assessment and transition

We survey the current state, document the operation and plan an orderly transition, with no surprises for your team.

02

### Tools and monitoring

We deploy the management and monitoring platforms needed to see, measure and act across the entire operation.

03

### 24/7 operation

We tend to your technology continuously, with response capability during and outside business hours.

04

### Methodology (ITIL / PMI)

We apply service management and project management best practices, backed by our [PMI](https://sumatogroup.com/metodologias) approach.

05

### Governance and SLAs

We establish measurable commitments, clear roles and review meetings for transparent accountability.

06

### Continuous improvement

We turn operational data into actions that reduce incidents and raise service quality over time.

Method and frameworks

## The criteria the implementation follows.

Implementation follows the same frameworks that order an assessment, so what gets built is auditable from day one and the evidence is ready when the audit arrives.

01

### ITIL 4

**Service management.** Incidents, changes and problems follow recognised practices, with measurable service levels.

02

### ISO/IEC 20000

**Management system.** The IT service management standard, where the client or the auditor requires certification.

03

### COBIT 2019

**Governance.** Defines what the provider decides, what the client decides and how each decision is reported.

04

### ISO/IEC 38500

**Accountability.** Who answers for the technology when part of the operation is delegated.

05

### CMMI

**Continuous improvement.** The scale that allows proving the operation improves year on year, not merely that it does not fail.

06

### ISO 22301

**Continuity.** Backups, recovery times and plans that get tested, not filed.

Deliverables and SLAs

## What you receive and the commitments we make.

- Service scope document with roles, responsibilities and escalation matrix.
- Service Level Agreement (SLA) with response and resolution times by criticality.
- Transition and onboarding plan with schedule and acceptance criteria.
- Up-to-date inventory of managed assets, services and configurations.
- Single service desk with logging and tracking of every request and incident.
- Periodic reports on performance, availability and SLA compliance.
- Backup scheme and recovery procedures aligned to your continuity.
- Governance meetings and a continuous improvement plan with prioritized actions.

Frequently asked questions

## Common questions about Managed Services.

How do Managed Services differ from traditional support?+

Traditional support is reactive: it responds when something breaks. Managed Services are proactive and governed by SLAs; we take responsibility for keeping your technology available and up to date, not just for resolving isolated incidents.

Do they replace my internal IT team?+

Not necessarily. The model adapts: we can fully operate your IT or complement your team by taking on routine operations, so your people can focus on strategic initiatives.

How do they relate to Help Desk, NOC and SOC?+

Managed Services are the umbrella that can integrate these capabilities. The [Help Desk](https://sumatogroup.com/help-desk) supports users, the [NOC](https://sumatogroup.com/noc) watches over the infrastructure and the [SOC](https://sumatogroup.com/soc) handles security; all under a single governance framework and SLAs.

What does operating under an SLA mean?+

It means we agree on measurable response and resolution commitments based on the criticality of each service, and we are accountable for meeting them through periodic reporting.

What is the transition from our current operation like?+

We start with an assessment, document the operation and execute an orderly transition plan, with clear acceptance criteria to avoid business disruption.

Does it include cloud and backup management?+

Yes. We manage your [Cloud](https://sumatogroup.com/cloud) environments and the backup and recovery schemes aligned to your [DRP](https://sumatogroup.com/drp), as an integral part of the service.

How do we measure service results?+

Through dashboards and reports on availability, performance and SLA compliance, reviewed in governance meetings where we prioritize continuous improvement actions.

The concrete first step

## IT Maturity Assessment

Delegating operations works when you know what you're delegating. The assessment inventories your IT, measures maturity by domain and defines what's worth handing to a partner and what should stay in house.

[Explore the assessment →](https://sumatogroup.com/en/it-maturity-assessment)

Further reading

## Delegated operations, in depth.

- [Managed services: refocusing on the business](https://sumatogroup.com/en/insights/blog/servicios-administrados-foco-negocio) — what to delegate and what to keep.
- [Observability: beyond monitoring](https://sumatogroup.com/en/insights/blog/observabilidad-mas-alla-monitoreo) — the difference between knowing something failed and understanding why.
- [Modern help desk: the employee experience](https://sumatogroup.com/en/insights/blog/help-desk-moderno) — why the service desk stopped being measured by closed tickets alone.

The first step

## See what your managed operation could look like.

In a 60-minute session we review the state of your IT operation, identify priority risks and show you how a managed model under SLAs would bring availability, cost control and peace of mind to your organization.

[Schedule an assessment (60 min) →](https://sumatogroup.com/contacto)

![SUMāTO](https://sumatogroup.com/hs-fs/hubfs/BRANDING/SUM%C4%81TO%20%7C%20LOGO%201000x500.png?width=200&height=100&name=SUM%C4%81TO%20%7C%20LOGO%201000x500.png)

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AI, Analytics, Cloud and Cybersecurity

<https://www.linkedin.com/company/sumatogroup> <https://www.youtube.com/@sumatogroup>

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