The Business Unit of Managed Services of Sotec Consulting uses a methodology to carry out the Managed Services (Also known as “ANS” or “SLA”).
Our methodology consists in the integral transformation of a Technical Assistance to a Managed Service or Service Level Agreement. 
The main components of the Managed Service are:

• One sole Company working on a service with a common objective
• Knowledge resides in the client, therefore there is no risk of hidden knowledge
• The team’s management is done by SOTEC
• The demand’s entire management has been carried out through a series of procedures.
• There is documentation of each of the processes. Quality Plan. Training Plans, among others.
• Monthly reports with Service Level Agreements (SLA´s)
• KPI’s and averages for Continuous Improvement.

There is a Transformation process that achieves the following intentions:

• Strategic Objectives: Deep knowledge of the Service and Business with the objective of becoming the strategic associate between the client and the supplier.
• Control and reporting: Through the establishment of standardized SLA´s and KPI´s and a greater traceability through the clarity of the register. 
• Operative Efficiency: Through the normalization of internal procedures, the organization’s restructuration, taking advantage of associations and support from tools as efficient grounds for the processes.
• Integration of the processes of incidence, problems and changes.
• Standardization of regulations.
• Elaboration Service Catalog.
• Training on ITIL to the Service key people. 
• Establishment of OLA´s.