Managed Services for IT Operations, Support and Security
A Microsoft 365 and Azure tenant isn't a static system — it's an ecosystem of identities, workloads, policies and dependencies that changes every week. Intellity has provided IT support and operations for these cloud environments for years, scaling from 100 users to six-figure enterprise landscapes.
In use at
Our Managed Services
Every module runs independently, technically separated and freely combinable. No hidden dependencies, no silent assumptions.
Support and Operations Services in Detail
The following areas form the core of our operations and support services for businesses.
2nd Level Support
Qualified escalation for recurring and more complex IT issues.
- Microsoft 365 permission and synchronization issues
- Incidents in Teams, Exchange, Entra ID or endpoint management
- Recurring error patterns that require root-cause analysis
Relevant: Relevant for organizations whose internal IT teams should not have to analyze every Microsoft 365, Azure, endpoint or collaboration case in depth.
Problem: Many tickets remain open after 1st level support because root-cause analysis, vendor knowledge or deeper platform expertise is missing.
Intellity: Intellity takes over technical analysis, prioritizes tickets, documents solutions and escalates to 3rd level support or vendors when required.
Managed service value: Internal teams regain time, users receive faster solutions and knowledge remains available through documentation.
When 2nd level support becomes relevant
2nd level support is important when tickets require deeper platform knowledge: Microsoft 365, Azure, Entra ID, Teams, Exchange, endpoint management or security configurations. Intellity helps take these topics out of day-to-day pressure in a structured and documented way.
What Intellity takes over
- Analysis and handling of escalated tickets
- Separation of user issues, configuration issues, platform incidents and security topics
- Documentation of solutions and reusable workarounds
- Escalation to 3rd level support or vendors when specialist knowledge is required
3rd Level Support
Expert assistance for specialist cases and deep technical escalations.
- Hybrid Microsoft 365 and Entra ID environments
- Complex Exchange, Teams or security configurations
- Root-cause analysis after critical incidents
Relevant: Relevant for IT departments that need specialist help for complex platform, security or architecture questions.
Problem: Some incidents cannot be solved with standard processes and start blocking operations, users or projects.
Intellity: Intellity provides experienced consultants and engineers, analyzes dependencies and supports sustainable resolution.
Managed service value: Organizations do not need to keep rarely needed specialist knowledge permanently in-house.
IT Support for Businesses
Reliable operational support for modern Microsoft and cloud environments.
- Support for Microsoft 365, Teams, Exchange, Entra ID and endpoints
- Operations for cloud and hybrid environments
- Regular review meetings and service improvements
Relevant: Relevant for mid-sized and larger organizations that want to scale or relieve their internal IT teams.
Problem: Support load, platform changes and daily operations compete with strategic IT projects.
Intellity: Intellity takes over defined support services, clear responsibilities, reporting and continuous service improvement.
Managed service value: Managed IT services create predictable quality, transparent operations and less operational overload.
IT Incident Management
Structured response to outages, disruptions and security-relevant events.
- Service outages in Microsoft 365 or Azure
- Security alerts, unusual sign-ins or endpoint events
- Incidents with high impact on users or business units
Relevant: Relevant for organizations that want to handle critical incidents through a clear process instead of improvisation.
Problem: During incidents, teams often lack clear prioritization, communication, root-cause analysis and escalation paths.
Intellity: Intellity evaluates incidents, coordinates technical handling, documents actions and derives improvements for operations.
Managed service value: A clear incident process reduces downtime and helps prevent recurring issues.
Why incident management is more than troubleshooting
An incident is not only a technical issue. It also requires prioritization, communication and traceability. A clear process ensures that the most important impact is handled first and causes are documented afterwards.
What Intellity takes over
- Assessment of urgency, impact and affected systems
- Technical analysis and coordination of remediation
- Escalation to specialist teams or vendor channels
- Documentation of cause, actions and improvements
Managed Patch Management
Predictable updates for operating systems, applications and security-critical components.
- Windows, Microsoft 365 and endpoint updates
- Prioritization of critical security updates
- Pilot groups, rollout waves and follow-up checks
Relevant: Relevant for organizations that need to roll out security updates reliably, safely and with documentation.
Problem: Unpatched systems increase security risk, while untested updates can disrupt operations.
Intellity: Intellity plans patch cycles, assesses risks, manages update rings, validates results and provides transparent reporting.
Managed service value: Managed patch management combines security with operational stability and reduces manual effort.
Why patch management should be a managed service
Patch management is not a one-time task but a recurring operations process. Critical updates must be prioritized, tested, deployed and tracked. Intellity makes this process predictable and transparent.
What Intellity takes over
- Assessment and prioritization of relevant updates
- Planning of pilot groups, update rings and rollout windows
- Monitoring successful installation and following up failed updates
- Reporting for IT leadership, operations and compliance requirements
Managed Security Services
Monitoring, assessment and response for secure Microsoft and cloud environments.
- Microsoft Defender and Entra ID signals
- Unusual sign-in or endpoint events
- Regular security reviews and recommendations
Relevant: Relevant for organizations that want to detect and operationalize security events early.
Problem: Security tools create signals, but risks remain without process, assessment and response.
Intellity: Intellity supports monitoring, alert assessment, incident response and continuous security improvement.
Managed service value: Managed security services make security work more predictable and closer to daily operations.
Backup & Recovery Service
Backup, restore and regular validation for critical systems.
- Recovery after accidental deletion
- Protection for critical cloud and infrastructure components
- Regular recovery tests
Relevant: Relevant for organizations that need controlled protection against data loss, misconfiguration and outages.
Problem: Backups only help when they are complete, verifiable and quickly restorable in a real incident.
Intellity: Intellity supports backup operations, validates restore capability and documents recovery processes.
Managed service value: A managed backup service reduces operational risk and creates reliable recovery paths.
Microsoft Teams Rooms Operations
MTR managed service for stable, current and usable meeting rooms.
- Incidents on Teams Rooms systems
- Update and firmware topics
- Monitoring of room availability and meeting quality
- Escalation to Microsoft, Yealink, Logitech and Neat, tracked through to resolution
Relevant: Relevant for organizations that need Microsoft Teams Rooms to work reliably in everyday operations.
Problem: Meeting rooms often fail because of updates, hardware issues, account problems or Teams configuration errors.
Intellity: Intellity handles monitoring, incident processing, update management and Microsoft Teams Rooms ecosystem operations.
Managed service value: The MTR managed service keeps collaboration rooms working instead of permanently binding internal IT resources.
Optimize your information technology
Our managed services help organizations improve IT resilience, optimize operations processes and reduce time and cost pressure in day-to-day IT operations. The Intellity Managed Services Team works closely with the Intellity Professional Services Team so operations, consulting, Microsoft 365 expertise and Azure know-how work together and your IT environment can be aligned with your specific requirements.
Managed Services FAQ
What are Intellity Managed Services?
Intellity Managed Services are defined operations, support and security services for modern Microsoft and cloud environments. They support internal IT teams with recurring support cases, incidents, patch management, security, backup, Microsoft Teams Rooms and ongoing Microsoft 365 and Azure operations.
What is 2nd level support?
2nd level support handles tickets that 1st level support cannot resolve completely. This includes technical analysis, root-cause investigation, solution documentation and escalation to 3rd level support when needed.
When does a company need 2nd level support?
2nd level support is useful when internal IT teams should not permanently handle recurring or complex incidents themselves, or when specialist knowledge for Microsoft 365, Azure, endpoint management or security is required.
What is managed patch management?
Managed patch management is the controlled operation of updates: patches are assessed, tested, rolled out in waves, monitored and documented.
How does IT incident management work?
An incident is recorded, prioritized, technically analyzed and handled with clear communication. After restoration, the cause and improvement actions are documented.
Which tasks does a managed service provider take over?
A managed service provider takes over defined operations, support, monitoring, security, patching and reporting tasks to relieve internal IT teams.
Are 24/7 support and fixed SLAs automatically included?
No. Service hours, response times, 24/7 coverage and prioritization rules are defined depending on the operating model and service agreement. Timeframes shown on the page are only orientation unless contractually agreed.
What is the difference between 1st level and 2nd level support?
1st level support receives requests and solves standard cases. 2nd level support handles deeper technical analysis, more complex issues and escalations.
Is 2nd level support suitable for Microsoft 365?
Yes. Microsoft 365, Teams, Exchange, Entra ID and endpoint management are typical areas where 2nd level support relieves internal IT teams.
When should an incident be escalated?
Escalation is useful when impact, urgency or technical complexity exceeds the defined support levels.
What is included in managed patch management?
It includes assessment, testing, rollout planning, installation, monitoring, troubleshooting and update reporting.
Why are update rings useful?
Update rings reduce risk because updates are first tested in controlled small groups and then rolled out more broadly.