01
Senior engineers spend their week on password resets
Without a real first line, the people you hired to run infrastructure absorb routine requests. Project work slips, and the cost per ticket is several times what it should be.
Managed Services · Pillar
Managed IT & End-User Support for Distributed Teams
Evolvice runs the day-to-day IT operations behind your workforce — service desk, devices, endpoints, Microsoft 365 and backup — so your internal team stops firefighting tickets and gets back to the work that moves the business.
What we manage
People, devices and applications governed by one operating layer.
- ISO 27001
- NIS2
- BSI-Grundschutz
- GDPR
- SLA 24/7
Executive summary
- 01We manage the full end-user IT layer: multilingual service desk, VIP and remote support, device lifecycle, endpoint configuration, patching, Microsoft 365 administration, asset and licence management, backup and IT operations.
- 02It is built for organisations of roughly 100 to 5,000 employees with hybrid or multi-site teams and a small internal IT group that is permanently at capacity.
- 03Support runs to agreed response and resolution targets across German and English, with escalation paths that reach senior engineers rather than stopping at a script.
- 04The business outcome is predictable support cost, faster resolution, fewer repeat incidents and an IT function that spends its time on projects instead of tickets.
Who it is for
Who this is for
- IT managers whose team is absorbed by first-line tickets
- Companies with hybrid, multi-site or cross-border workforces
- Organisations onboarding and offboarding staff at speed
- Businesses that need German- and English-language support
- Firms preparing for ISO 27001 or NIS2 scrutiny of IT operations
The problem
What actually goes wrong in end-user IT
These are the patterns we find when we take over an existing environment — not abstract trends, but the failures that show up in ticket data during the first assessment.
02
Onboarding takes days instead of hours
Device provisioning, licence assignment and access rights sit with different people and no shared checklist. New joiners wait, and leavers keep access far longer than they should.
03
Nobody knows what is deployed where
Asset registers drift from reality within months. Unpatched laptops, forgotten licences and unmanaged endpoints only surface during an audit or after an incident.
04
Support quality depends on who picks up
No documented escalation path, no measured response targets and no trend analysis. The same incident is solved three times and never becomes a permanent fix.
05
Backups exist but have never been restored
Backup jobs report green while nobody has tested a restore against a documented recovery objective. The gap is discovered on the worst possible day.
Our approach
How Evolvice runs it
We operate as your IT service function rather than an outsourced call queue. A named delivery lead owns your account, a tiered team handles the volume, and everything runs on your tooling or ours — with documented process, measured response targets and monthly reporting you can take to the board.
- A named delivery lead and a defined team, not an anonymous pool
- German and English support, with additional languages on request
- Documented L1 to L3 escalation, including engineering-grade third line
- Your ITSM tooling, or a stack we set up and operate for you
- Monthly reporting on volume, response times, recurring causes and fixes
- Knowledge base and runbooks written as we go, owned by you
Service explorer
Capability architecture
Ten services grouped into four capability areas. Each one can be contracted on its own; most clients start with the service desk and add layers as trust builds.
The human layer: the desk your users contact, the escalation behind it, and dedicated handling for executives and remote staff.
How it works
The support operating model
How a ticket travels, and what happens around it. Every stage has an owner and a measured target agreed before go-live.
L1 · Intake and triage
Single point of contact by phone, mail or portal. Categorised, prioritised and either solved on first contact or escalated with full context.
L2 · Technical support
Device, identity, Microsoft 365 and application issues handled by administrators with real permissions, not read-only access.
L3 · Engineering
Senior engineers take configuration, integration and root-cause work — the same people who run our infrastructure and application services.
Monitoring
Endpoints, patch state, backup jobs and tenant health watched continuously so issues are raised before users report them.
Incident management
Major incidents follow a documented process: communication, containment, resolution, and a written post-incident review.
Resolution and prevention
Recurring causes are tracked as problems, not tickets. Permanent fixes and knowledge-base entries close the loop.
Reporting
Monthly service review: volume, response and resolution against target, top drivers, and the improvements agreed for next month.
What changes when we manage it
What changes
The results clients report after the first two quarters of operation.
Reduced internal IT workload
Routine volume leaves your team, freeing capacity for projects that were permanently postponed.
Faster resolution
A defined first line and real escalation shorten the time between report and fix.
Fewer repeat incidents
Problem management turns recurring tickets into permanent fixes and documented knowledge.
Predictable support cost
A contracted scope and reporting replace unplanned overtime and ad-hoc external help.
Stronger security posture
Patch cycles, endpoint policy and tested restores close the gaps auditors ask about first.
Easier scaling
Adding a site, a country or a hundred users becomes an onboarding task, not a hiring problem.
Security & compliance
Security and compliance
End-user IT is where most security incidents begin, so the operating model is built around control evidence rather than good intentions. Our delivery is aligned to ISO 27001 practice and maps to the control areas German auditors examine under NIS2 and BSI-Grundschutz.
- Role-based access for support staff, with logged privileged actions
- Joiner, mover and leaver process with verifiable access removal
- Patch and vulnerability remediation on documented cycles
- Backup verification and restore testing against agreed RTO/RPO
- GDPR-conform handling of personal data in tickets and endpoints
Why Evolvice
Why Evolvice
Concrete reasons this works, all of them verifiable from the rest of this site.
A German company
Evolvice is headquartered in Stuttgart. Contracts, communication and escalation happen in your legal and language environment.
Engineering hub in Cairo
Our delivery centre gives you senior capacity at nearshore economics, in a working-day overlap that covers the European business day.
Presence in Riyadh
For groups operating across DACH and Saudi Arabia, the same team supports both regions under one governance model.
Engineers, not scripts
We are a software engineering company that also runs managed services. Third line is staffed by people who build systems, so hard problems end rather than circulate.
ISO 27001-aligned delivery
Processes, access control and evidence collection follow ISO 27001 practice, which shortens your own audit preparation.
Every service in this pillar
Services in this pillar
Each service has its own scope, delivery model and SLA. Open any of them for the full technical detail, compliance mapping and pricing approach.
Go deeper
Need the full service? Start here.
Q&A
Questions buyers ask
Straight answers to the questions that come up in every evaluation.
Need help managing your IT environment?
We start with a 30-minute diagnostic of your current support operation — ticket drivers, coverage gaps and quick wins. No cost, no sales pitch, and you receive a written summary either way.