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Why Managed Services is about more than just keeping the lights on

Why Managed Services is about more than just keeping the lights on
PhoenixDX Founder and Managing Director Pedro Carrilho explains how OutSystems customers can benefit from a more proactive approach to maintaining their applications. A managed services team work on their computers Q: Why should IT Leaders spend their budget on Managed Services? A: Today’s IT leaders juggle numerous priorities—managing full-stack solutions, cross-platform integrations, diverse device compatibility, and end-user experience—all while trying to innovate. Managed Services alleviate this burden. By splitting the "build" from the "run" of their applications, IT leaders can rely on our specialised team to maintain high service availability, ensure application health, and optimise their systems. This allows them to focus on strategic initiatives rather than operational tasks. Ultimately, Managed Services provide peace of mind, enabling businesses to scale confidently while knowing their systems are supported by experts in a cost-effective manner. Q: Could you provide an overview of PhoenixDX’s Managed Services offering? A: At PhoenixDX, our Managed Services focus on mission-critical applications and digital products built on the OutSystems platform—a leader in low-code, scalable solutions. Our offering spans proactive performance monitoring, incident management, continuous improvement, and end-to-end application maintenance. We go beyond traditional support by optimising application performance, addressing technical debt, and ensuring seamless operations through upgrades and tailored enhancements that align with business goals. Notably, we’ve launched a 24/7 security-cleared support service, enabling us to support sensitive government applications like those for the Victorian Government. Q: Why choose PhoenixDX for Managed Services? A: Several key factors make us stand out:
  1. Proactive and Preventative Care: Our services don’t just react to issues; they prevent them. We identify performance dips, bottlenecks, and critical application areas before they impact users.
  2. Deep OutSystems Expertise: As one of OutSystems’ top global partners, we fast-track platform support, offering unparalleled integration between application management and platform vendor services. You always speak to a software engineer from our support team.
  3. Tailored Solutions: Whether we’ve built the application or onboarded it from another vendor, we adapt our service to each application’s unique needs, ensuring seamless operations.
  4. Industry-Leading Transition Frameworks: Our robust transition-to-support processes guarantee that customers experience a smooth handoff from build to run.
  5. Certified Expertise and Security: With ITIL-based processes and a security-cleared 24/7 team, we ensure compliance with frameworks like the Australian Protective Security Policy Framework. This enables us to support critical applications for both government and commercial clients.
Q: Can you share more about the value of your knowledge base and continuous improvement practices? A: Our knowledge base is not just a repository - it’s a strategic asset. It contains a living library of insights built from years of experience with OutSystems and best practices in application management. From cataloguing common application issues to creating application-specific articles, the knowledge base empowers our engineers to resolve problems quickly and accurately. Additionally, we link this to the Configuration Management Database (CMDB), capturing critical application assets and dependencies to ensure we’re prepared for any challenge. Our commitment to continuous improvement means we don’t just maintain your applications—we enhance them over time. Regular post-incident reviews and user feedback fuel ongoing service refinements, ensuring your applications evolve to meet new demands. Q: How does PhoenixDX handle critical incidents and support across levels? A: We follow a robust ITIL V3-based incident management framework. From detection to resolution, our process includes proactive escalation, fast-tracking support with OutSystems, and comprehensive post-incident reviews. What’s unique about us is that our Level 2 to Level 4 support isn’t handled by administrative staff—it’s delivered by certified OutSystems professionals and experienced application engineers. These experts know how to resolve issues and seamlessly integrate with tools like ServiceNow, Jira Service Management, and ZenDesk, ensuring smooth collaboration with your existing systems. Q: What is the roadmap for PhoenixDX Managed Services? A: The future is about scaling with confidence. We’re already supporting systems used by over 500,000 users across critical business functions. Our goal is to extend this capability to more government and commercial organisations, enabling them to benefit from our proactive and preventative approach. We’re focused on harnessing OutSystems’ AI-assisted low-code capabilities to deliver even faster, more reliable solutions. By continually evolving our Managed Services based on customer feedback, we aim to solidify our position as the ANZ leader in this space, delivering tangible business value and cost-effective outcomes. Q: How does PhoenixDX ensure security and compliance for its customers? A: Security is paramount for us. Our team operates under the Australian Protective Security Policy Framework, so we’re fully equipped to handle sensitive applications for government agencies, regulators, and commercial clients. This includes 24/7 support, rigorous data security practices, and a focus on mission-critical applications. Q: Any final thoughts for customers considering Managed Services? A: Managed Services are not just about keeping the lights on—they’re about enabling businesses to grow confidently. With PhoenixDX, you’re not just getting a support service; you’re gaining a strategic partner dedicated to optimising your applications, preventing issues, and delivering continuous value. Let us handle the complexity so that you can focus on innovation.

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