Solution brief Managed Services Quick Reference Card
By Insight Editor / 21 Jan 2026 / Topics: IT optimization , Endpoint management , Cybersecurity , Intelligent edge
Key takeaways
- Insight Managed Services proactively manages IT operations with expert tools and processes. It improves performance, cost control, and visibility across infrastructure.
- 24/7 incident management ensures continuous support and faster issue resolution. This allows internal teams to focus on strategic initiatives instead of daily operations.
- Integrated processes enable Insight to function as an extension of your IT team. This ensures seamless collaboration and tailored support aligned to your environment.
Improve operational efficiency and service levels, gain visibility, control costs, and alleviate internal resource shortages.
Insight Managed Services provides expertise, tools, and processes to proactively manage your IT operations, monitoring infrastructure health, performance, and capacity. Our ongoing support enables you to optimize IT investments, balancing cost, performance, and compliance with your business objectives.
Our services provide:
- Advanced tools that deliver service assurance and real-time visibility into your environment
- 24/7 incident management so you can focus your resources on strategic initiatives
- Multiple contact options – reach us by phone, web, or through ITSM Integration
- ITIL-based case management to document and track changes in your environment
- Comprehensive change and patch management to maintain stability and security
- Formal escalation policies and timelines supported by automated alerts, action plans, and timely status updates
- Integrated processes that allow Insight to operate as a seamless extension of your team
Integration with your processes enables our Managed Services engineers to operate as a true extension of your team.
Acting as an extension of your IT department, our expert Managed Services team remotely manages your operational needs to keep your environment running smoothly around the clock. From monitoring and reporting to analysis and ongoing support, we deliver the visibility and insights you need to proactively plan, protect, and maintain your IT infrastructure.
Services highlights:
- Advanced correlation eliminates more than 80%+ of alerts that have no impact on service, ensuring resolution and prevention efforts target the issues that matter most to the business.
- Manage broad scope of technology from industry-leading providers ranging from compute, network, and storage to data protection, collaboration, and voice services.
- Integration with your processes enables our Managed Service engineers to function as a true extension of your team.
- Provides a service model designed around a deep familiarity with your environment, team and processes – ensuring tailored, effective support.
- Operational scale and flexible service hours are offered to respond, remediate, and repair issues – ensuring service levels are maximized.
- Service delivery management centers on understanding your business and IT priorities, then developing and executing plans to achieve them.
- Key infrastructure health checks are performed monthly, quarterly, and semiannually to proactively identify trends and take timely action.
Priority level definitions
Priority 1
Client’s system is inoperable; host site, data center, or eCommerce complex is down; network performance is severely degraded; or event causing critical impact to business operations if service is not restored quickly. Workarounds are not available. Client is willing to commit substantial resources 24/7 to resolve the situation.
Priority 2
Remote site is down; network performance is degraded; backup devices/connections have initiated; or client is experiencing intermittent failure or performance degradation that has limited normal business operations. These incidents are time sensitive and critical to productivity but do not cause an immediate work stoppage. No workaround or manual workarounds are available, and operations can continue in a limited capacity. Client is willing to commit full-time resources during normal business hours to resolve the situation.
Priority 3
A minor incident that can be worked around without major impact to client’s normal business operations. For example: Network, compute, storage, call center, phone system, or system performance is slightly degraded, or network functionality is impaired with limited impact to business operations.
Priority 4
General questions or a minor incident that has little to no impact on client’s normal business operations. Client requires information or assistance on product capabilities, installation, or configuration. This category also includes scheduled maintenance and enhancements.
Definitions
- Alert: A notification triggered when a predetermined monitoring threshold is reached or exceeded, with severity ranging from informational to critical.
- Incident: Typically break/fix work. The action is a direct result of a systems issue, misconfiguration, hardware failure, or human error.
- Service request: A scheduled action that results in a Move, Add, Change, or Delete (MACD). Service requests may also be activities that are not system modifications, but rather evaluations or assessments of systems to determine what changes may or may not be required.
Support response policy
Incident case flow
Service request case flow
Why Insight?
Insight Enterprises is a leading Solutions Integrator that helps clients solve technology challenges by combining the right hardware, software, and services. As a Fortune 500 technology company, backed by 35+ years of expertise and a deep network of 6,000+ partners, we deliver secure, end-to-end IT solutions for organizations around the world.
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