Empowered Operations

Reliable support and managed IT processes that keep your business running smoothly.

Empowered Operations brings structure and reliability to your IT environment. You get global support coverage, proactive maintenance, and full visibility into your assets, licenses, and service delivery — all backed by our experienced operations team.

Our team uses proven service management tools like Halo to maintain visibility, enforce standards, and keep your systems running efficiently. The result is a stable, well-managed IT operation that supports business continuity and growth.

Global Service Desk

The Global Service Desk is a centralized support hub that provides 24/7 assistance for incidents, service requests, and user issues. We offer multi-channel access, clear escalation paths, and visibility into resolution progress.

What you get:

24/7 Support Availability
Access to our global service desk for incidents and service requests
Multi-Channel Contact
Phone, email, and portal-based ticket submission
Tiered Support Levels
First-line troubleshooting, escalation, and vendor coordination
Incident Tracking
Transparent status updates and resolution metrics
Knowledge Base Access
Common fixes and documentation for faster resolution

Read our case study

Remote Hands

Remote Hands provides on-site technical support at data centers or offices for tasks that require physical presence. This includes hardware installation, troubleshooting, cabling, and equipment replacement, coordinated directly with the service desk.

What you get:

On-Site Technical Assistance
Qualified engineers available at data centers or offices
Hardware Installation & Replacement
Servers, routers, switches, and cables handled professionally
Diagnostics & Troubleshooting
Physical verification and recovery when remote access isn’t possible
Change Implementation
Configuration adjustments and equipment swaps on request
Coordination with Service Desk
Clear communication and ticket tracking throughout the process

Patch Management

We ensure that your operating systems, applications, and network devices remain secure and up to date. Updates are tested, scheduled, and monitored to reduce vulnerabilities and maintain compliance without disrupting operations.

What you get:

Automated OS & Software Updates
Regular patching for servers, endpoints, and network devices
Testing & Validation
Updates verified before deployment to prevent disruption
Compliance Reporting
Documented patch levels for audit and security standards
Exception Handling
Managed deferrals where business-critical systems require delay
Centralized Monitoring
Dashboards showing patch compliance status

Get in touch

License Management

Tracks and maintains all software and subscription assets across the organization with license management as a service. It supports renewal planning, cost optimization, and compliance with vendor agreements through centralized visibility and reporting.

What you get:

Centralized License Inventory
Visibility across all software and vendor agreements
Renewal Tracking
Proactive alerts before license expirations
Cost Optimization
Identify underused licenses and reduce unnecessary spend
Compliance Assurance
Ensure all software usage meets vendor terms
Integration with Service Management Tools
Automated updates to reflect active assets

Talk to us about your needs

Asset Management

Maintain an accurate record of all hardware and software assets throughout their lifecycle. It integrates with configuration databases and service management systems to support auditing, forecasting, and procurement planning.

What you get:

End-to-End Tracking
Record of every device, component, and system in your environment
Lifecycle Management
Procurement, deployment, maintenance, and decommissioning
CMDB Integration
Configuration data linked to service and incident records
Inventory Audits
Regular validation of physical and digital assets
Reporting & Forecasting
Insights into hardware utilization and refresh planning

Cloud-managed asset register use case

Service Management

Our service management establishes structured processes for incident handling, change management, and service delivery. Built on platforms like Halo, it provides standardized workflows, SLA monitoring, and reporting for consistent IT operations.

What you get:

Centralized ITSM Platform (e.g. Halo)
Full visibility of incidents, requests, and changes
Standardized Processes
ITIL-aligned workflows for consistent service delivery
SLA Monitoring
Real-time tracking of service performance and response times
Custom Dashboards
Operational metrics and reporting for management insight
Continuous Improvement
Process reviews and refinement based on service data

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