Co-managed services
Your IT team keeps ownership. We add depth.
Co-Managed IT is structured for organizations that already employ an IT lead or a small team and need more than one person can cover. The internal team retains ownership of decisions and relationships. DVSN AI supplies the platform, the after-hours and overflow coverage, and the specialist engineering that would otherwise require additional hires.
Your team keeps the desk. We take the nights, the overflow and the hard escalations.
- 07:55Overnight summary sent to the internal IT lead: 2 alerts handled, 0 open
- 08:00Handoff: internal team takes the desk, DVSN AI stays on escalation
- 11:20Overflow: 6 tickets in the queue, DVSN AI picks up 3
- 14:05Escalation: identity issue passed to a DVSN AI senior engineer
- 17:00Handoff: 2 open tickets and notes transferred to DVSN AI for the evening
- 23:40Server alert acknowledged and resolved by DVSN AI in 18 minutes
What is included
Service scope
Helpdesk overflow and after-hours coverage
Tickets routed to DVSN AI outside business hours, during absences, or when internal queue length exceeds an agreed threshold, with full visibility for the internal team.
RMM, patching and security platform
Remote monitoring and management, automated patching, endpoint protection and backup tooling provided under the agreement, with the internal team given administrative access.
Escalation engineering
Named senior engineers for server, network, identity, cloud and security escalations that exceed internal capacity or expertise.
Projects and migrations
Scoped delivery of migrations, office moves, platform changes and security initiatives alongside the internal team's daily workload.
Documentation and standards
A shared documentation system, runbooks and configuration standards maintained jointly, so knowledge is not confined to one individual.
Security operations
Alert triage, vulnerability management and incident response support integrated with the internal team's processes.
How it is delivered
How the service runs
A responsibility matrix, not a grey area
Discovery produces a written matrix of which tasks the internal team owns, which DVSN AI owns and which are shared, with an escalation path for each.
- Ownership defined per task: helpdesk tiers, patching, backups, identity, projects
- Escalation paths and response targets agreed in writing
- Scope reviewed quarterly and adjusted as the internal team changes
- Reporting shared with the internal IT lead and leadership
| Responsibility | Internal | DVSN AI |
|---|---|---|
| User support, business hours | owns | supports |
| After-hours and overflow support | — | owns |
| Patching and endpoint security | supports | owns |
| Backups and restore testing | — | owns |
| Identity, cloud and network escalations | supports | owns |
| Projects and migrations | supports | owns |
| Vendor and licence decisions | owns | supports |
| Admin access and documentation | owns | supports |
Every task has one owner. The split is agreed at discovery and reviewed quarterly.
Enterprise tooling at shared cost
The internal team gains a monitoring, patching, endpoint protection and backup platform it would not otherwise justify, provisioned in the client's name.
- RMM, patch management and endpoint detection deployed to every device
- Administrative access for the internal team with training
- Tenants and data owned by the client and retained if the agreement ends
- Licensing pooled under the agreement rather than bought standalone
Coverage and continuity
Time off, staff changes and after-hours incidents are covered without additional headcount, and documentation survives turnover.
- After-hours and holiday coverage for critical incidents
- Overflow routing when the internal queue exceeds a threshold
- Runbooks and configuration standards maintained jointly
- Continuity when an internal administrator leaves
- Internal team, business hours
- DVSN AI: nights, weekends, overflow
- Leave or sickness, covered
What sets DVSN AI apart
- The internal team stays in charge
- Decisions, relationships and administrative access remain with the client's IT lead. DVSN AI supplies capacity and depth, not a replacement.
- Client-owned platform
- Tools, tenants, documentation and credentials are provisioned in the client's name, so the platform stays if the agreement ends.
- Senior engineering on demand
- Named engineers for cloud, identity, network and security escalations are available without hiring for skills used a few times a year.
FAQ
Frequently asked questions
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