ITIL-style discipline
Incidents, requests, and escalations run to documented, repeatable processes.
BPO Service
IT Outsourcing Services
Direct answer
IT outsourcing delegates IT operations — service desk, monitoring and alert triage, ticket management, and application support — to a trained team. Actigy BPO runs these to ITIL-style processes inside your tooling, with documented runbooks, escalation paths, and reporting, giving IT leaders reliable operational coverage at a strong cost-to-quality ratio.
What Actigy reports
SLA attainmentTracked
First-contact resolutionImproved
Mean time to resolveReduced
Ticket backlogVisible
What IT operations does Actigy run?
IT outsourcing services — also called managed IT or IT support outsourcing — move the operational layer of IT to a dedicated team. Actigy provides that layer: an IT help desk that handles user requests and incidents, monitoring and alert triage that catches issues early, ticket management that keeps work flowing, and application and user support that resolves day-to-day problems.
Work follows ITIL-style incident, request, and escalation processes documented as runbooks, executed inside your ITSM and monitoring tools. Architecture, security ownership, and change approval stay with your IT leadership; Actigy supplies disciplined, well-documented execution and on-call coverage.
Capabilities included
What Actigy handles
Service desk
User requests and incidents handled across channels with SLA-based prioritization.
Monitoring & alert triage
Infrastructure and application alerts triaged, actioned, and escalated to runbooks.
Ticket management
Incident, request, and problem tickets managed end-to-end in your ITSM tool.
Application & user support
Common application issues, access requests, and how-to support resolved.
Access & provisioning support
Onboarding, offboarding, and access changes executed to your approval policy.
Runbook execution
Routine operational tasks performed to documented runbooks with audit trails.
Reporting
SLA attainment, ticket volumes, and trends reported for continuous improvement.
Who this is for
- IT leaders needing reliable service-desk and operations coverage
- Companies with after-hours or follow-the-sun support needs
- Teams whose engineers are absorbed by tickets and alerts
- Organizations standardizing IT operations on ITIL-style processes
- Businesses scaling headcount and endpoints faster than IT staff
Scenarios
Common situations we solve
If any of these sound familiar, outsourcing IT operations to Actigy is worth a conversation.
After-hours and weekend coverage is hard to staff.
We run nights and weekends so operations never go dark.
Your service desk is drowning in tickets.
We triage and resolve to ITIL-style processes.
You need ITIL discipline you don't have in-house.
We run documented incident, request, and escalation processes.
Engineers are on tickets instead of projects.
We take the operational load off them.
Is this the right fit?
When Actigy BPO is a strong fit
- You need consistent service-desk and monitoring coverage
- You want ITIL-style, documented, repeatable operations
- After-hours or weekend coverage is hard to staff in-house
- Your engineers should be on projects, not routine tickets
- You need SLA and trend reporting to manage IT operations
When Actigy BPO may not be the right fit
- You need a software development agency to build new products — Actigy runs operations and support, not greenfield development
- You require staff physically on-site for hardware or facilities work
- You want Actigy to own security accountability or architecture decisions
- You have no tooling or documentation and cannot support knowledge transfer
Why Actigy
Why outsource it outsourcing to Actigy BPO
Coverage when you need it
Business-hours, extended, or follow-the-sun coverage without permanent night-shift hiring.
Runbooks, not heroics
Operational knowledge lives in runbooks, reducing key-person risk.
Managed by metrics
SLA attainment and ticket trends reported and reviewed for improvement.
Delivery method
How Actigy launches your it outsourcing team
Every engagement follows the same pilot-first method, adapted to the controls your process requires.
- 01
Process audit
We map the current workflow, volumes, systems, exceptions, and quality bar so scope and staffing are based on evidence, not guesswork.
- 02
SOP & KPI design
We document standard operating procedures and define the KPIs and SLAs we will be measured against before anyone touches live work.
- 03
Team selection
We assemble operators and team leads matched to your domain — finance, clinical, compliance, technical — and your tooling.
- 04
Training & knowledge transfer
We run structured onboarding against your SOPs, edge cases, and systems, with sign-off before the team carries production volume.
- 05
Pilot
A controlled pilot validates quality, throughput, and turnaround against the agreed KPIs. We tune the process before scaling.
- 06
Scale
We ramp the team to full volume with capacity planning, coverage models, and the reporting cadence agreed up front.
- 07
Continuous improvement
QA sampling, root-cause reviews, and monthly business reviews keep error rates down and throughput predictable over time.
Related services and industries
Services
Industries
Resources
Visibility
What you'll see every month
Outsourcing IT operations should make quality more visible, not less. Actigy reports on the numbers that matter and reviews them with you on a fixed cadence, so the operation stays accountable. The same discipline applies whether you run lean or at enterprise SaaS & Software scale.
- A QA sample of completed work, scored against the accuracy bar agreed at go-live
- SLA attainment — turnaround and throughput measured against your targets
- Volume, backlog, and exception trends, so capacity stays ahead of demand
- Root-cause notes on any error, with the SOP change made to prevent a repeat
- A monthly business review with your point of contact and the team lead
Engagement model
How pricing and engagement work
Actigy prices IT operations on a transparent staffing model tied to scope, volume, and complexity — the cost-to-quality ratio, not an opaque per-transaction markup. Many teams run it alongside technical support outsourcing and qa outsourcing under one delivery team, with a single point of contact.
Start with a pilot
A scoped, paid pilot proves quality and throughput before you commit to full volume.
Staffing-based pricing
You see the team, the roles, and the cost. Capacity flexes up or down with your volume.
You own the documentation
SOPs and process knowledge stay yours, which keeps switching costs low and cuts key-person risk.
Clean exit and transfer
If you wind the engagement down, Actigy returns current documentation and supports knowledge transfer.
See how Actigy would run your IT operation
Book a consultation and we'll assess scope, complexity, staffing, and delivery cost — then propose a pilot to prove quality before you scale.
FAQ
Frequently asked questions
What is IT outsourcing?
IT outsourcing delegates IT operations — service desk, monitoring and alert triage, ticket management, and application support — to a trained team that works to ITIL-style processes inside your tooling. Actigy supplies documented runbooks, escalation paths, and reporting while your IT leadership keeps architecture and security ownership.
Is this IT support or software development?
This service is IT operations and support, not software product development. Actigy runs service desk, monitoring, ticketing, and application support. If you need engineering for testing, Actigy offers QA outsourcing as a separate service.
Can Actigy provide after-hours coverage?
Yes. Actigy offers business-hours, extended, and follow-the-sun coverage, which is often the main reason teams outsource — reliable nights-and-weekends operations without building an in-house night shift.
Does Actigy work in our ITSM tools?
Yes. Actigy operates inside your existing ITSM, monitoring, and identity tooling and follows your processes, so there is no migration and you keep one source of truth for tickets and changes.
Who owns security and change approval?
Your IT leadership does. Actigy executes operations to your documented policies and approval gates, performing runbook tasks and access changes within the authority you define, while accountability for security and architecture stays in-house.
How much does IT outsourcing cost?
Actigy prices IT operations per FTE — a transparent monthly rate per role, set by the role and your industry, not per ticket or by volume. A Tech Lead owns quality; choose a managed team or staff augmentation, with 24/7 coverage available. We work in your ITSM tools and quote after a short process audit.
Which IT services should be outsourced?
Service desk, monitoring and alert triage, ticket management, application and user support, and access provisioning are strong candidates — repeatable, process-driven work. Architecture, security ownership, and change approval stay with your IT leadership.
Outsource the process. Keep control of the outcome.
Tell us what process you want to outsource. Actigy will assess scope, complexity, staffing model, and delivery cost.