IT Operations

Managed Services Model

Peace of Mind

Businesses are looking for an extended arm for maximum ROI with minimal downtime and highest quality of services and this can happen by getting into: IT Managed Services. ACS has been providing many clients with IT hardware and software and remotely supporting them to give them a peace of mind. Peace of mind means freeing the client from the complexity of IT management and focusing more on the core business.

As a pioneer and leader in the Infrastructure Management space, ACS has spent more than two decades investing in a focused 24×7 operations organization run by experienced resources and best in class tools and ITIL based processes and methodologies. This is today being delivered by a team of 340+ highly focused end user & infrastructure specialists. We believe that our experience in execution, supported by cost efficient and agile operations model places us in a superior position to deliver the services.

ACS approach while building the Managed Services solution is to not just be a vendor, but rather, a partner in Customer’s journey towards succession. The team focus to resolve root causes of problems and prioritize solving them as per the requirement. Hand in hand with Customer, ACS will define the critical factors that will make the engagement a success

+23 Cities support across KSA

+300K devices support

+100 Apps supported

ISO Certified (20000 and 27001)


Classified #1 by MOMRA

+340 Technical Support Engineer

More than 10 years into Managed services business

Our High value & Low Risk Managed Services enable to run an efficient IT environment and give peace of mind to focus on core business
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Managed Services portfolio 

We customize our solution based on Customer requirement, their goals and business objectives


Service Desk – Desk side Support – IMAC Support – Field Support Management  Hardware Break fix -Asset Management -Peripherals Support

Application & Database

Database Management- Application Management

Network & Infrastructure

NOC – Enterprise Network support – Network Optimization – Datacentre Management – Operating system management – Hardware Break fix -Patching


Physical Security Management – Maintenance and services of work facilities – CCTV Management

Security &

SOC – Security Management – Vulnerability Management

Computing &

Backup Management – Storage Management

Core Business Application

Core Business Application Support

Managed Services Approach 

ACS Managed Services approach is based on ITIL framework, for any new Customer on boarding the below mentioned framework approach applied to ensure successful journey right from the inception of the project.

Service Assessment

  • Due diligence
  • Understand scope of work
  • Review current challenge
  • Identify Process gaps and opportunities areas
  • Identify risk items
  • Baseline current SLA’s & KPI’s

Service Design

  • Design service to meet business goals and objectives of the Customer
  • Scalable and Customer focused
  • Operating Model
  • Process Flow
  • Organization Structure

Service Build

  • Transition Management
  • Highlight and address identified Risks
  • Adapt as per Customer requirement and timelines
  • Cost effective
  • Seamless Hand Over To Support (HOTS)


Service Operation

  • Target Operating Model
  • Team structure
  • Execute Process flow
  • SLA’s & KPI’s management
  • Build and Develop KEDB
  • Identify CSI
  • Program Governance


Service Transformation

  • Problem Management
  • Continual Service Improvements
  • Transformation Roadmap
  • Automation (RPAs, BOTS, etc.) Analytics & Dashboard
  • Left shift

Managed Services Case study

Country’s largest Islamic Bank with wide presence and +15K users across KSA

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Riyadh 12622 – 3813
Kingdom of Saudi Arabia

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