Managed Services

At CCL, we understand that IT requirements are unique to every organisation, and that you may only need support for certain parts of your estate.

Our tailored Managed Service offerings provide all-inclusive support for subsets of your IT function such as Server Patching, First Line Support, or isolated infrastructure components like Network, Security, or key business applications.

We provide inclusive incident support and undertake proactive monitoring alongside recurring preventative maintenance tasks to ensure that we can identify issues for resolution before they have a chance to negatively impact your business.

With instant access to over 100 experienced technical staff and subject matter experts, CCL’s Managed Services allow you to take advantage of the capability and economies of scale associated with using a Managed Service Provider, driving down costs and offering higher levels of service than can be achieved using an in-house team.

Services provide access to break-fix and proactive system maintenance activities for the products covered under the scope of the agreement, backed by a guaranteed service level, 24/7.

Public cloud can reduce overheads and drive operational efficiency but still needs to be governed and managed correctly to unlock its real benefits.

With cloud requiring new capabilities and ways of working, clients require a trusted partner to help proactively run and continuously improve their cloud environments.

Our managed cloud services plug in to modern ways of working, including Agile and DevOps practices, providing flexible, integrated options that deliver self-service capabilities and insights across infrastructure, applications, pipelines, security, compliance and cost. Focused on four key pillars, Managed Cloud Services will help you maintain, enable, optimise and automate your public cloud environments – so leave the running of your public cloud to experts, allowing you to focus on business innovation and driving your organisation’s transformation.

Cloud Foundation

Many organisations have made significant investments to make the transformative move to cloud.

IT leaders are now faced with the challenge of supporting thousands of applications and users, managing increasing cloud costs, while needing to keep their environments secure.

Once on the cloud, the journey doesn’t stop there. Applications and workloads are reliant on ongoing operations, optimisations and cost management processes.

Ensure transparency across your growing cloud presence with CCL’s CloudCreator portal, with access to all your need-to-know tenancy, account and subscription management outcomes.

Maintain – Optimise – Enable – Automate

CCL’s Managed Cloud Services four pillars are designed to give customers additive value with their cloud investment.

Cloud Maintain – Gain ongoing support and operational management, as well as closer links with public cloud vendors.

Cloud Optimise – Expand on your cloud estate, with regular data-led insights and recommendations for optimising your cost, security, compliance and availability, with Cloud Optimise.

Cloud Enable – Extend your engineering reach with direct engagement with CCL’s specialists.

Cloud Automate – Build depth into your now DevOps-led pipelines with automation and deployment monitoring.

CCL has a world class Service Desk providing issue resolution services to some of New Zealand’s largest and most complex organisations.

CCL’s Service Desk is a centralised Service Management hub based in Christchurch, leveraging an enterprise Service Management toolset to fulfill the major Service Operation and Support processes.

Staffed by engineers that place great emphasis on first call resolution as a prime value driver for our clients, CCL Service Desk currently the desk averages 80% of calls resolved at first contact, with some clients enjoying first call resolution rates in the 90th percentile.

The CCL Service Desk scope includes:

• Recording, categorising and prioritising all contacts to the desk, as either Incidents, Service Requests or Queries
• Level 1, Level 2 and some Level 3 diagnosis and restoration activities.  The desk aim to resolve as many incident and service requests as possible
• Diagnosis on Incidents and Service Requests before escalation to other Resolver Groups
• Regularly updates according to the priority of the request with progress reports
• Ownership of the Incident or Service Request until it is resolved
• Service aggregation of third-parties on behalf of our clients

Service Desk options available include:

• Hours of availability
• Number of Resolver Groups interacted with
• Monitoring of client environments