IT Support & Infrastructure Managed to ITIL Standards
ITIL-aligned support for your infrastructure, delivered from Colombo. We run helpdesk operations and infrastructure monitoring using the same enterprise ITSM tooling your internal team already relies on — ServiceNow, Jira Service Management, or Freshservice. Every incident, change, and service request flows through a documented, ITIL v4-aligned process, giving you full audit trails, predictable SLAs, and a support function that integrates cleanly into your existing IT governance.
Technical Stack & Capabilities
We operate within ServiceNow, Jira Service Management, Freshservice, or ManageEngine ServiceDesk Plus for ITSM and ticketing — whichever platform your team already uses. Infrastructure is monitored through SolarWinds, Nagios, Zabbix, Datadog, or PRTG, with alerting and on-call managed through PagerDuty, OpsGenie, or VictorOps.
Remote support and diagnostics are delivered via TeamViewer, LogMeIn, AnyDesk, or Microsoft Remote Desktop. Cloud environment management spans AWS (EC2, RDS, S3, CloudWatch, IAM), Microsoft Azure (Virtual Machines, Azure AD, Defender for Cloud), and Google Cloud Platform (Compute Engine, Cloud Monitoring, Cloud IAM). Directory and endpoint management are handled through Active Directory, Azure AD / Entra ID, Microsoft Intune, and Jamf. Network and firewall management covers Cisco (IOS, Meraki), Fortinet FortiGate, Palo Alto Networks, pfSense, and Ubiquiti UniFi — including VPN configuration via Cisco AnyConnect, OpenVPN, and Zscaler. Security operations use CrowdStrike Falcon, Microsoft Defender for Endpoint, Qualys, Nessus, and Rapid7 InsightVM for vulnerability scanning and endpoint detection.
Backup and disaster recovery are managed through Veeam Backup & Replication, Acronis Cyber Backup, and Commvault, with documented RTO and RPO targets per client environment. Virtualisation platforms supported include VMware vSphere and ESXi, Microsoft Hyper-V, and Proxmox VE. Patch management runs through ManageEngine Patch Manager Plus, Microsoft WSUS, and Intune, with a structured patch cycle and change-record documentation on every deployment. Collaboration and productivity platforms supported include Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Google Workspace, Zoom, and Slack — covering provisioning, licensing management, and tier 1–2 user support. All Incident, Problem, Change, and Asset Management processes are documented to ITIL v4 standards and configured in your ITSM platform before go-live.
What We Cover
Tier 1–3 Helpdesk Support
We handle the full support tier stack — from password resets and software troubleshooting (Tier 1) through to infrastructure-level incident response (Tier 3). Escalation logic is defined in your ITSM platform; our agents follow your runbooks and maintain your knowledge base.
Infrastructure Monitoring & Alerting
We configure monitoring across your server estate, network devices, and cloud infrastructure and respond to alerts according to pre-agreed escalation thresholds. Critical incidents trigger PagerDuty or OpsGenie workflows within your existing on-call structure.
Cloud Environment Management
Our engineers manage day-to-day cloud operations across AWS, Azure, and GCP — including cost optimisation reviews, patch scheduling, access provisioning, and backup verification. We work within your IAM policies and change approval process.
Service Request & Change Management
All service requests and changes are logged, categorised, and fulfilled through your ITSM platform under your CAB workflow. Nothing is deployed without an approved change record.
Why The Connect BPO
Runs Inside Your ITSM, Not Alongside It
We configure and operate within ServiceNow, Jira, or Freshservice as a native extension of your IT team — not as a separate inbox. Your reporting stays unified and your audit trail is unbroken.
ITIL v4 Process Discipline
Every engagement is built on documented ITIL-aligned processes for Incident, Problem, Change, and Asset Management. This matters for compliance, audit readiness, and reducing repeat incidents over time.
UK/AU/ME Timezone Coverage Without the On-Shore Price
Our Colombo base covers all major markets without the cost of on-shore or near-shore IT support. SLA response times are contractually defined and tracked in your ITSM platform in real time.
How We Deliver Seamless BPO Support
A structured approach designed to deliver reliable support, minimize downtime, and keep your business running smoothly.
Step One
Assess Systems
Dedicated. Accountable. Consistent.
Step One
Assess Systems
Step Two
Design Team & Workflow
Step Three
Go Live with Agreed SLAs
Step Four
Review, Optimise & Report
Data, Analytics & Emerging Technologies
Actionable insights and modern technology solutions for informed decisions.
Application Support & Maintenance
Proactive monitoring and maintenance to ensure software peak performance.
DevOps & Cloud Services
Streamlined development and scalable cloud infrastructure for agility.
How we work
How We Work
Hear from our clients about how our BPO solutions have streamlined their operations and boosted efficiency.
A structured engagement model from first conversation to live operations.
Assess
We review your current operations, volumes, pain points, and service level expectations.
Have questions ?
Answers to the questions we hear most often from businesses evaluating Connect BPO.
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your operations?
Ready to work with a partner you can rely on?
Connect BPO provides reliable, efficient, and scalable solutions to streamline your operations and help your business grow.
Connect BPO brings structured outsourcing expertise, proven technology infrastructure, and the institutional backing of the Kanrich Group. Reach out to discuss your requirements, no obligation.