Managed Services Portfolio

Managed Services Catalogue

For many organisations, cloud has become the backbone of digital transformation — delivering flexibility, scalability and speed to innovate. But maximising its value isn’t always straightforward. The rapid pace of change, combined with a growing...Contents

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Managed Services Catalogue

Availability, Capacity and Performance Management

Poorly managed digital systems can result in downtime, reduced productivity and frustration among users. It’s mission critical that your IT estate performs consistently so your people can work efficiently, increasing productivity and, importantly, user satisfaction.

Roc’s Availability, Capacity and Performance Management service performs continuous analysis and optimisation of your IT infrastructure. This ensures it remains available and responsive across your estate. We will proactively monitor and maintain performance across devices, networks, servers and applications in realtime. We can detect and prevent issues before they impact users, reducing the number of service incidents and freeing up your team to focus on strategic initiatives.

With the option to extend to 24/7/365 monitoring, we provide continuous oversight, ensuring a consistent, high-quality, fit-for-purpose, user experience.

Ideal for you if...

Your estate includes critical realtime applications
You need 24/7/365 support
You need to improve systems performance
Outages could have a serious effect on your business, users or customers
You are growing – the load on high-latency and bandwidth-constrained applications and services is increasing

Reduced downtime
Increased efficiency
Increased productivity
Improved experience and satisfaction
Reduced IT tickets to manage
Better management of Financial Operations

Backup and Recovery

Data is the backbone of any modern business. Many organisations underestimate the risks of data loss. Cyber threats, accidental deletion, hardware failures, and compliance requirements all pose significant challenges. A ransomware attack could lock you out of vital files. An unexpected outage could halt operations. Regulatory non-compliance could lead to costly penalties. Without a reliable backup and recovery strategy, these risks could cause significant disruption, financial loss, and reputational harm.

Roc’s Backup and Recovery Service safeguards your business with secure, automated data protection and rapid recovery capabilities. We provide robust, encrypted backups with offsite replication. We ensure your data remains protected and available. With proactive monitoring, regular test restores, and tailored retention policies, we help you stay compliant while maintaining business continuity.

Our expert team ensures fast, reliable recovery, keeping your business running without interruption, whether you need to retrieve a single document or restore an entire system.

Ideal for you if...

Fast recovery is critical to your operations
Data retention policies must meet compliance requirements
Critical systems require enhanced backup and recovery
You are at increased risk of cyber threats impacting your business
Data loss could cause irreparable reputational damage

Reduce the workload of your internal IT team
Avoid costly data loss and risk to brand reputation
Supports compliance requirements
Supports business continuity and disaster recovery
Improves IT service uptime

Change Management

Evolving your IT estate is an opportunity to drive innovation, improve efficiency, and enhance user experience. If you’re implementing new systems, upgrading your infrastructure, or refining processes, effective change can unlock new capabilities and keep IT aligned with business goals. Without careful management, change can lead to service disruptions, inefficiencies and user frustrations.

Our Change Management service ensures IT changes are introduced smoothly - minimising the impact on service quality and maximising business benefits. With standardised and repeatable processes, we provide structured governance, risk assessment and impact analysis. This helps your IT team implement change efficiently while maintaining availability.

Our clear planning, stakeholder engagement and rigorous testing help organisations innovate confidently, knowing their IT environment remains secure, available and user-focused.

Ideal for you if...

IT changes have previously caused disruptions or inefficiencies.
You are running multiple change programmes
Service availability needs to be maintained during IT transitions
Your business wants to innovate while protecting IT stability

Minimal service disruption
Better user experience
Stronger IT governance 
Faster, more efficient change execution 
Ongoing optimisation for IT health

Cloud Optimisation

Cloud infrastructure plays a crucial role in supporting business productivity, agility, scalability and innovation. Without effective management, organisations often face both escalating costs and wastage across their cloud environments.

Uncontrolled cloud sprawl, inefficient provisioning and inconsistent governance all lead to unnecessary expenditure, reduced performance and security risks. IT teams can also become overwhelmed by managing the complexity of cloud estates.

At Roc, our Cloud Optimisation Services ensure your cloud environment is cost-effective, agile and able to meet the needs of your people and your business. We provide in depth insight, enabling IT teams to identify inefficiencies, control costs, eliminate waste and maximise resource efficiency. We ensure security and compliance are maintained continuously.

Ideal for you if...

You want to rationalise your cloud estate
You need to reduce costs
You need better visibility and control of your cloud estate
Governance and compliance are key priorities
You are concerned about cloud sprawl

Reduce costs
Improve overall cloud performance
Improve your security
Increase your agility and ability to scale

Continual Service Improvement

As technology evolves and business needs change, IT services must adapt to stay efficient and effective. New innovations, shifting user expectations, and emerging challenges create opportunities to refine and enhance existing solutions.

IT teams may struggle to keep pace, leading to inefficiencies and missed opportunities for optimisation. At Roc, we offer Continual Service Improvement (CSI).

Our CSI approach ensures that IT services don’t just keep up—they get better over time. Reviewing performance, gathering user feedback and identifying ways to enhance existing processes, we help IT teams to improve service quality, efficiency and performance.

Through proactive service refinements and best-practice recommendations, your IT team can deliver greater value while creating a better experience for users.

Ideal for you if...

New business needs and technologies require process adjustments
Users experience inefficiencies or recurring IT challenges
IT teams need a structured approach to service optimisation
You are concerned that IT is not keeping up with business needs
You want your IT services to be future-ready

Increased level of maturity of the service 
Improved alignment of IT to business objectives 
Improved customer/ user experience
Smarter resource allocation
Repeatable, proven processes

Change Management

Our clear planning, stakeholder engagement and rigorous testing help organisations innovate confidently, knowing their IT environment remains secure, available and user-focused.

Ideal for you if...

IT changes have previously caused disruptions or inefficiencies
You are running multiple change programmes
Service availability needs to be maintained during IT transitions
Your business wants to innovate while protecting IT stability

Minimal service disruption
Better user experience
Stronger IT governance 
Faster, more efficient change execution 
Ongoing optimisation for IT health

Event Monitoring and Alerts

Available and responsive IT is essential to productivity and to services remaining accessible. To achieve this requires continuous oversight. Without proactive monitoring, IT teams may fail to detect security threats or infrastructure issues which will impact business operations and user experience.

At Roc, our Event Monitoring and Alerts service provides real-time monitoring of your entire IT environment. This includes networks, applications, cloud services, and infrastructure - detecting potential issues before they escalate.

Using advanced monitoring tools and alerting, we track performance, security and availability 24/7. Our team of experts analyse events and provide immediate alerts to your team. You can act promptly to minimise disruption. We can help address incidents and problems with your network and applications - protecting users from unnecessary downtime and improving the availability of IT systems.

Ideal for you if...

Critical networks and applications must remain available and high-performing
You want to extend your monitoring to 24/7 but don’t have the internal resources
IT teams require realtime visibility into system health and security
Reducing downtime and improving user experience is a priority
Your business wants a proactive approach to IT event management

Proactive issue detection
Reduced downtime 
Improved user experience
Optimised IT performance
Reduced risks
Quicker root cause analysis

Field Services

Hardware failures and technical issues are inevitable, even with the best IT infrastructure. When critical devices stop working, business operations grind to a halt - impacting productivity, customer service and revenue. It’s essential to get critical systems and users operational again as quickly as possible. 

Our Field Services provide 24/7/365 nationwide, onsite support from expert engineers. We diagnose and resolve hardware and infrastructure issues quickly. Our service offers our customers the backing of an expansive logistics network, access to highly qualified engineer support and hardware. You can get back up and running in as little as 4 hours, with minimal disruption to your business. 

It’s not just for emergencies. Our team of field engineers can provide day-to-day onsite support. We provide hardware rollouts, upgrades or physical moves. Your IT hardware changes are efficiently managed, minimising disruptions. Operations run smoothly.

Ideal for you if...

You need fast, reliable onsite support
You have multiple geographic locations to manage
Your locations are remote
You need guaranteed response and fix times

Fast issue resolution
Flexible response times
Nationwide coverage 
Reduced IT burden

Hardware Asset Management

Managing IT hardware is complex, especially for organisations with multiple, geographically dispersed sites or a large remote workforce. Businesses risk overspending on unnecessary devices without clear tracking and visibility.

They can lose track of costly IT assets or face security risks from unmanaged or outdated hardware. This can mean delays in users receiving devices, lost productivity or frustration from not having the right equipment when and where they need it.

Roc’s Hardware Asset Management service provides full visibility and control over your IT hardware. We track and manage assets throughout their lifecycle. Every asset is tracked, managed and refreshed at the right time. With realtime data available, IT teams can reduce wastage, improve decision-making and enhance the user experience. Employees have the right hardware when they need it.

Ideal for you if...

You have a large, sometimes remote, workforce
Your workforce experiences high turnover
IT budgets are impacted by unnecessary hardware purchases
Managing hardware lifecycles is challenging for your IT team

Reduced costs
Improved security posture
Improved user experience
Reduced hardware related service issues
Stronger compliance

Incident Management

IT incidents can have a serious impact on your business. They can lead to lost sales, damaged customer perception, and a decline in brand reputation. Every minute of downtime affects productivity and disrupts operations.

Many organisations struggle with slow response times, unclear escalation paths, and recurring issues that drain IT resources. Critical problems take longer to resolve without a robust incident management process. This leads to increased costs, frustrated users, and missed business opportunities.

Roc’s IT Incident Management service delivers rapid, expert-led resolution for IT issues. It reduces downtime and minimises disruption. Our highly trained and accredited engineers provide both remote and onsite support – providing swift and effective resolutions.

With ITIL-aligned processes, targeted response times, prioritised support and clear escalation pathways, Roc ensures incidents are handled efficiently to get your business fully operational.

Ideal for you if...

Downtime would critically impact your business or your stakeholders
You need additional expertise to support your IT team
You are looking for out-of-hours support and cover
You have remote sites which might need in-person support
Complex issues require skilled technical support

Faster resolution of incidents
Reduced downtime

Reduced disruption

License Management and Optimisation

Managing application licenses effectively is essential to controlling costs, maintaining compliance and ensuring employees have the tools they need to collaborate effectively.

Businesses can overspend on unused licenses without clear visibility. They risk duplicating functionality across multiple applications and can often struggle to keep up with renewals or compliance requirements. This leads to unnecessary costs, security risks and an increased administrative burden.

Roc’s License Management and Optimisation Service provides complete visibility and management of your application licenses. It helps rationalise your estate, improve your security posture and simplify your administration - ensuring your users are adopting tools effectively. You get a greater return on your investment.

Ideal for you if...

You want to improve your licensing strategy to reduce costs
Identifying and eliminating redundant applications is a priority
You want to ensure employees have the right tools and training
License renewals and audits take up significant IT resource
You want to consolidate a sprawling IT estate and maximise functionality.

Reduce overall costs
Simplified administration and compliance
Better license, spend, and consumption planning
Improve your security posture
Encourage user adoption of existing applications and services

Password Management

Effective user password management is crucial for maintaining the security of your IT estate. It can be a significant pain point for employees. Password reset calls can form a significant proportion of IT Service Desk tickets. To avoid such issues, employees may resort to weak or reused credentials. They might store passwords insecurely. This increases security risks and leads to potential data breaches and compliance issues.

At Roc, our Password Management service provides a secure, centralised solution for these issues. It simplifies credential management - enhancing security.

Through automating password resets, enforcing strong authentication policies and enabling standard tools such as Single-Sign-On and Multi-Factor Authentication, we help you improve your security posture and simplify your user experience.

Ideal for you if...

Security and compliance are critical to your business
You are concerned about cyber threats
Your employees struggle with managing multiple credentials
You need to enforce strong authentication policies

24/7/365 accessibility for users
Improved security posture
Simplified user experience
Reduce IT workload
Improved compliance
Reduced Cyber threat

Patching

Outdated software and systems are a major security risk. They leave businesses vulnerable to cyber attacks, ransomware and data breaches. Hackers actively target known weaknesses in operating systems and applications. They exploit delays or errors in patching deployment.

Many organisations struggle to keep up with frequent updates across multiple systems. This leads to gaps in protection. Vendors may not provide you with critical support and even void warranties if you don’t have the latest fixes in place across your estate. Lacking a structured patching process, IT teams can become overwhelmed. Businesses risk costly security incidents. Regular and up-to-date patching ensures the most current functionality is available to your business and users, maximising your ROI.

Roc’s Patching service ensures your IT environment is always protected with the latest hot fixes, functional, and security updates. This is done through timely, automated rollouts. We handle the entire process. We identify and test necessary patches to deploy them with minimal disruption. Through proactive monitoring and expert oversight, we reduce security and functionality risks without adding to your IT workload. Our service helps you meet compliance requirements by maintaining up-to-date systems and providing clear patching records.

Ideal for you if...

You need to reduce security risks from outdated software
IT teams struggle to manage patching across multiple systems
You want seamless updates without disrupting daily operations
Compliance is important and you need a hassle-free solution
You want to ensure you are maximising the functionality of existing systems

Vulnerability protection across your organisation
Maintained vendor support 
Reduced risk of cyber breach
Reduced incidents 
Structured and safe approach
Maximised functionality across your existing IT estate

Problem Management

Recurring IT issues frustrate users, reduce productivity, and increase operational costs. Many organisations focus on fixing individual incidents quickly but lack the time or visibility to identify the root causes. The same problems keep resurfacing, leading to ongoing disruptions and inefficiencies.

Poorly managed IT problems can impact user experience. This causes frustration, lost time, and lower adoption of critical business systems. Businesses risk increased downtime, security vulnerabilities, and wasted resources without a structured approach to problem management.

Roc’s Problem Management service identifies and resolves the underlying causes of persistent IT issues, improving system reliability and user satisfaction. We analyse incident patterns, conduct root cause investigations, and implement permanent fixes to prevent repeat failures. We proactively managing IT problems. We help businesses reduce disruption, improve service quality, and free up IT teams to focus on innovation. With in-depth analysis and defined resolution processes, we enhance both operational efficiency and the overall user experience.

Ideal for you if...

Recurring IT issues are frustrating users and reducing productivity
You want to improve system reliability and user experience
IT teams spend too much time firefighting instead of innovating
Data-driven insights would help drive long-term IT improvements

Improved user perception and satisfaction 
Incident reduction 
Reduced downtime 
Improved security 
Increased efficiency

Managed IT Service Desk

A well-supported workforce is key to business success. Reliable IT plays a crucial role in ensuring employees can work efficiently without disruption. When IT issues arise, they need to be resolved quickly to maintain productivity and keep teams focused on their goals. Managing IT support in-house can be resource-intensive, often pulling IT teams away from strategic initiatives that drive business growth.

Roc’s Managed IT Service Desk provides a seamless, high-quality support experience, giving your business access to highly trained and accredited analysts through our in-house 24/7/365 Managed Services Operations Centre.

With clear ITIL-aligned processed, defined SLAs, targeted response/resolution times and proactive issue management, we ensure your IT problems are handled swiftly and effectively.

Ideal for you if...

IT issues are affecting employee productivity and efficiency
Your internal IT team is stretched and needs additional support
You need consistent, high-quality IT support with clear response times
Employees require reliable, multi-channel access to IT assistance
Proactive management of IT issues would improve business operations

24/7/365 support for your team
Faster issue resolution

Improved user experience
Reduced IT workload

Service Reporting

Businesses need confidence that their provider is delivering the agreed level of service when outsourcing IT services. Without clear reporting, it can often be difficult to track performance. It can also be difficult to ensure contractual service levels are being met and to measure the value delivered. Lack of visibility can lead to inefficiencies, unaddressed issues, and uncertainty about IT investments achieving their expected benefits.

Roc’s Service Reporting is available across our Managed Services portfolio. It provides transparent, data-driven insights into performance.

Businesses gain assurance that services are being delivered effectively with regular reporting on key metrics (e.g. service availability, incident resolution times, SLA compliance). IT teams can monitor the benefits of their investment, identify areas for improvement and make informed decisions to optimise IT operations. Importantly, by providing clear, actionable data, we give businesses the visibility they need to drive continuous improvement across their IT estate.

Ideal for you if...

You need clear, transparent reporting on IT service performance
Ensuring SLAs are met is critical to your business operations
You want to measure the value delivered by outsourced IT services
IT teams require data to optimise service efficiency and decision-making
You need to hold service providers accountable for performance

Confidence that IT services meet expectations
SLA compliance monitoring Informed decision making
Proactive service optimisation
Identify and address areas for improvement
Monitor supplier contractual achievement
Monitor benefits realisation of the Managed Services

Software Release Management

Ensuring your people have access to the latest software is critical for supporting internal collaboration and productivity. It’s crucial for protecting your mission-critical data against vulnerabilities. Managing software patches and new releases is complex and resource-intensive. Poorly planned deployments can lead to system downtime, security vulnerabilities and frustrated end-users.

Without a structured process, businesses risk compatibility issues, failed rollouts, and costly rework. Compliance requirements add further pressure - demanding rigorous testing and documentation.

Roc’s Software Release Management service ensures smooth, controlled deployments with minimal risk. We use automation tools to deliver faster, more efficient, standardised, scalable, and more cost-effective deployments. We handle planning, testing and deployment. We ensure every release is stable, secure and aligned to meet business objectives.

With structured change management, automated testing and rollback capabilities - we help you maintain operational stability. You keep your software estate up to date.

Ideal for you if...

You need to reduce disruption caused by major software updates
Compliance and auditability are critical to your business
You require structured, risk-managed software deployments
You want to take advantage of the latest functionality introduced by vendors and suppliers
Your IT team is stretched and needs additional support

Unified management of client devices 
Faster deployment of applications and new software releases
Reduced cost of large-scale roll-outs 
Reduced system downtime 
Optimised delivery based on adoption of enhanced capabilities