Managed Services Delivery and Support Framework

This document is a guide that outlines the framework for managed services delivery and support. It describes the pre-sale, implementation, and post-sale services provided to ensure successful outcomes for clients. The pre-sale services include validating solutions, inspecting environments, gathering data, and discussing business goals. The implementation phase involves employing and activating solutions, training users, and ensuring utilization. Post-sale services focus on monitoring, remediation, preventative maintenance, and ongoing user support. The document also details various service delivery models, including in-house and co/full third-party service delivery, highlighting the benefits and considerations for each approach. Additionally, it presents the end-user support stack and infrastructure support stack, which include various Microsoft Cloud Solution Provider services and cybersecurity offerings. The guide emphasizes the importance of managed services in maintaining competitiveness in the IT market and the potential risks of not adopting these services.