Service model – Managed Services from Wortell

Business continuity as a foundation

At Wortell, everything revolves around continuity. Our customers must always be able to count on secure, stable, and available IT environments. With our Managed Services, we ensure that your organization can continue to operate, even when complexity increases or unexpected events occur.

Governance Framework

Our approach is built on a robust Governance Framework. This ensures that we not only work together operationally, but also tactically and strategically.

Operational: daily processes, incidents, changes, and monitoring

Tactical: roadmap discussions and architecture reviews (e.g., WAF) for structural improvement

Strategic: Innovation and AI adoption aligned with Microsoft Cloud & AI Platform

This is how we ensure control, transparency, and continuous improvement.

ITSM, service manager, and SLAs

Our services are anchored in a professional IT Service Management (ITSM) model based on ITIL, supported by tooling and best practices. Each customer is assigned a dedicated service manager who is the point of contact for all questions, reports, and improvement actions.

With clear SLAs (Service Level Agreements), we guarantee predictability and certainty regarding availability, response times, and quality.

Three service models

Not every organization is the same. That is why we offer our services in three models:

Advised – you remain in control, we provide expertise and quarterly analyses

Co-Managed – collaboration: you manage workloads, we secure the platform

Managed – complete peace of mind: Wortell takes over responsibility

The matrix – flexibility for every customer

Our services are modular in structure. This means that you can purchase each component – from AI Cloud and AI Workplace to AI Connectivity – in the variant that suits your organization.

Example:

An organization chooses Cloud in Co-Managed (self-management of workloads, Wortell secures platform)

While the same customer purchases Workplace in Managed (fully managed, including endpoint management).

This ensures that our services always match the needs and maturity of your organization.

Do you want a partner who moves with your organization?

Discover how our Service Model helps you ensure continuity, security, and innovation.