Gen-AI Led Proactive Managed Services & IT Solutions
Managed Services Offerings
Incident Management
Problem Management
Change Management
Release Management
Service Level Management
Operations Maturity
Helpdesk
Application Support
Infrastructure Services
Extended Services
Generative AI-powered Automation Solutions for Managed Services
GenAI-powered L1/L2 Support
Ensure faster query resolution and improve customer satisfaction
GenAI-powered Accelerators
Institutionalize business accelerators, such as, GenAI-powered emails, Chatbot, WhatsApp, and a convenient browser extension
GenAI-powered Log Analysis
Revolutionize data utilization and data analysis
GenAI-powered accelerator
Simplify ITSM processes and create bandwidth for IT Support team by using GenAI-powered accelerator
ITSM tool
Use simple language querying through the WhatsApp interface that integrates with ITSM tool by using GenAI-powered accelerator
Sthenos Technologies Differentiators
Established AI and GenAI Tools and Solutions
Faster query resolution for enhanced service efficiency Unlock Application and Cloud Performance at Scale
Robust Support Frameworks
Quick transitions, product stabilization, and continuous improvement Scalable platforms and solutions for delivering superior customer experience
Partner delivery
We deliver some work together with our delivery partner NeoSOFT.
Delivery Standards
Access a common platform for test and operational automation for conducting testing on fast-moving and real-time data
Strategic Technology Alliances & Partnerships
Reduce costs by engaging a tool agnostic framework and reduce efforts in tandem in the testing and overall software development
Industry Domain Expertise
Test real-time test data from multiple sources along with early involvement of domain experts in testing through Shift-Left approach
Managed services, as this page offers them, means running your IT landscape day to day: monitoring, optimizing and securing it across ten service lines, from incident management to extended database, DevOps and migration services, with generative AI applied to L1 and L2 support, log analysis and ITSM work. Below, the support tiers are drawn out, managed services are set against consulting, and the page's pricing, deliverables and buyer questions follow.
From Incident Management to Extended Services, each one listed above.
A generative AI powered helpdesk for L1 and L2, and L3 application support as per SLAs.
L1 and L2 support, accelerators, log analysis, an ITSM accelerator and an ITSM tool.
Per hour, depending on the seniority and mix of the team. The published Sthenos band.
On this page
- IT support and managed services, line by line
- Where generative AI is applied
- Managed services compared with IT consulting
- How a managed services engagement runs
- What you receive from a managed services engagement
- Managed IT services pricing, and what moves the number
- What to ask any managed service provider
- Questions buyers ask about managed services
- Related pages
IT support and managed services, line by line
Four of the ten lines handle support: Incident Management responds promptly to disruptions and restores services, the Helpdesk gives generative AI powered L1 and L2 services for faster resolutions, Application Support engages L3 level technical support to resolve complicated issues as per SLAs, and Problem Management uses ITSM frameworks for root-cause analysis, management and resolution of incidents. Service Level Management ensures all SLAs and underpinning contracts are delivered as per targets. Figure 1 sets those five side by side.
Figure 1. The support tiers, the processes behind them, and the SLA layer over both
Caption: every name and description is one of the page's service lines, in its own words. The arrows show the order the tiers imply, L3 taking the complicated issues. The page states no response time and no coverage hours, so the figure shows none.
The other five lines cover change, releases, the platform and improvement. Change Management adopts a systematic approach to affect, control and manage enterprise change, and Release Management controls a software release from planning and designing to testing and deployment. Infrastructure Services fine-tunes communication services, platforms, storage and applications for optimized performance; for IT infrastructure managed services in more depth, see our infrastructure management services page. Extended Services covers database, application server, DevOps, upgrade and migration services, which is where DevOps managed services sit on this page, while application managed services are the Application Support line above. Operations Maturity optimizes operations and innovates across different technologies to achieve performance excellence.
Where generative AI is applied
The page names five places it applies generative AI. Each one, with what the page says it is for:
| Named on the page | What it is for, in the page's words |
|---|---|
| GenAI-powered L1/L2 Support | Faster query resolution and improved customer satisfaction |
| GenAI-powered Accelerators | Business accelerators such as GenAI-powered emails, a chatbot, WhatsApp and a browser extension |
| GenAI-powered Log Analysis | Data utilization and data analysis |
| GenAI-powered accelerator (ITSM) | Simpler ITSM processes, creating bandwidth for the IT support team |
| ITSM tool | Simple-language querying through a WhatsApp interface that integrates with the ITSM tool |
Managed services compared with IT consulting
Our IT consulting services page puts the distinction in one line: consulting is advice and decisions; managed services is running the thing day to day. Its comparison, restated:
| What you are buying | IT consulting | Managed services |
|---|---|---|
| The problem | You do not know what to do next | You know what to do and need it run reliably |
| The output | A decision, a plan or an assessment with evidence behind it | Uptime, response times, a working helpdesk, patching |
| The shape | Bounded: it starts, it ends, it hands you something | Ongoing: it continues as long as you pay for it |
| How it is priced | Fixed fee for a defined scope, or time and materials | Monthly, usually per user or per device |
| The failure mode | A deck nobody executes | Paying indefinitely for a problem nobody ever fixed at the root |
Figure 2. A bounded engagement against an ongoing service
Caption: every label is a line of the comparison table above, from our IT consulting page. The ticks mark billing periods, not a count of months; the figure adds no number and no ranking.
The consulting page also warns that if a firm answers every question with a monthly retainer, you are being sold managed services regardless of the word on the page. On this page, root-cause analysis is a named line: Problem Management uses ITSM frameworks for root-cause analysis, management and resolution of incidents.
How a managed services engagement runs
The first three steps are the ones the contact section on this page lists under What happens next. The fourth is the service itself.
- A first callWe schedule a call at your convenience.Call
- A bounded discoveryWe run a short, bounded discovery, scoped per engagement.Discovery
- A costed roadmapWe give you a costed roadmap before committing to a build.Roadmap
- The service runsThe lines in scope run day to day, with Service Level Management ensuring all SLAs and underpinning contracts are delivered as per targets.Service
What you receive from a managed services engagement
Once the service runs, each line in scope hands you something you can hold it to:
- Prompt response to disruptions, and services restored
- Root-cause analysis, management and resolution of incidents
- Enterprise change handled through a systematic approach, and releases controlled from planning to deployment
- SLAs and underpinning contracts delivered as per targets
- L1 and L2 helpdesk services, and L3 application support for complicated issues
- Communication services, platforms, storage and applications tuned for performance
Managed IT services pricing, and what moves the number
Our rates are $150 to $250 per hour, depending on the seniority and mix of the team. Where the scope is clear we quote a fixed price for a defined outcome, with a costed roadmap before any build starts. For the shape of an ongoing service, our IT consulting page states that managed services are priced monthly, usually per user or per device.
What goes into the estimate is the scope, and these are the scope lines this page names:
- Which of the ten service lines are in the contract
- The support tiers needed: L1 and L2 at the helpdesk, L3 application support
- The SLAs to be met, and the underpinning contracts behind them
- The infrastructure to be tuned: communication services, platforms, storage, applications
- Extended services: database, application server, DevOps, upgrade and migration
- Where the generative AI accelerators apply: emails, chatbot, WhatsApp, browser extension
What to ask any managed service provider
These questions apply to any provider, Sthenos included. Each one comes from a service line on this page or from our IT consulting page.
- Which service lines are in the contract, and which are out? This page lists ten, from Incident Management to Extended Services.
- What are the SLAs, and which underpinning contracts sit behind them? Service Level Management is a named line here.
- When does an issue move from L1 and L2 to L3, and who works it? The Helpdesk and Application Support lines split the tiers.
- Who runs root-cause analysis on recurring incidents? The consulting page names paying indefinitely for a problem nobody fixed at the root as the failure mode.
- Where is generative AI used on your tickets and logs? This page names five uses, including log analysis and ITSM querying over WhatsApp.
- Who is actually doing the work? The consulting page's advice: ask for named individuals and their availability.
Questions buyers ask about managed services
What does IT managed services support include?
On this page: a generative AI powered helpdesk for L1 and L2 services, L3 application support for complicated issues as per SLAs, incident management that responds to disruptions and restores services, and problem management for root-cause analysis. Service Level Management ensures SLAs and underpinning contracts are delivered as per targets.
How does managed service provider pricing work?
Our IT consulting page states that managed services are ongoing and priced monthly, usually per user or per device, while consulting is priced as a fixed fee for a defined scope or as time and materials. Our rates are $150 to $250 per hour, depending on the seniority and mix of the team.
What is the difference between L1, L2 and L3 support?
On this page, L1 and L2 are the helpdesk services, generative AI powered and aimed at faster resolutions. L3 is the Application Support line, which engages L3 level technical support to resolve complicated issues as per SLAs.
Where do you use generative AI in managed services?
In five places the page names: L1 and L2 support for faster query resolution, accelerators such as GenAI-powered emails, a chatbot, WhatsApp and a browser extension, log analysis, an accelerator that simplifies ITSM processes, and simple-language ITSM querying through WhatsApp.
Do you provide DevOps and database support as managed services?
Yes. Extended Services on this page covers database, application server, DevOps, upgrade and migration services. Our DevOps consulting page covers DevOps work in more depth.
Who does the work in a Sthenos engagement?
Our IT consulting page answers this: the people who pitch are the people who deliver, and a senior Sthenos team stays accountable. Where a programme needs more people than the local team, delivery scales through our partnership with NeoSOFT while the commercial relationship stays with Sthenos.
Which companies provide AI managed services for enterprises?
Global IT services firms offer AI managed services, and so does Sthenos Technologies: monitoring, incident and problem management, and L1 to L3 support under SLAs, with generative AI applied to L1 and L2 helpdesk work, log analysis and ITSM queries. Managed services are priced monthly, usually per user or per device, a senior Sthenos team stays accountable, and larger programmes add delivery capacity through our partner NeoSOFT.
Related pages
Choosing what to hand over? Tell us which service lines you need run and which SLAs they have to meet, and we will give you a costed roadmap before any work is committed to. Talk to our engineers.
