Services · Managed

Services Managed

We manage, support and optimize your help desk through the use of artificial intelligence, automation and advanced analytics, under a managed model oriented to compliance with KPIs.
More than incident resolution,we promote the evolution of your help desk towards an intelligent service center, focused on operational efficiency and continuous improvement.

Service Desk NOC 24/7 Support N1 N2 N3 ITIL · ISO 20000-1 AI

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Yeapdata · Operations Center

ELDERLY

Availability

MINOR

MTTR

ELDERLY

Medium

Tickets resolved by virtual agent ↑ operational load reduction N1

KPIs

SLA Compliance 98.4%

Incident reduction 43%

Operational automation 62%

User satisfaction 91%

Service status

Service Desk

● Operating

NOC monitoring

● Active 24/7

Scheduled change

⟳ 03:00 AM

1 minor alert

▲ Under review

Y.D.

All normal systems

What is

A model that operates,
not only implements

A Managed Service is a comprehensive IT operation model where Yeapdata assumes complete responsibility for operating, supporting and optimizing your technological platforms under clear service level agreements, with a focus on user experience, continuity and intelligent automation.

We integrate tools, processes and people to evolve the traditional table into a Smart Service Desk– Where users self-manage through virtual agents, tickets are automatically triaged by AI, repetitive tasks are eliminated, and incidents are anticipated before escalating.

It is not about implementing solutions. It's about operating with intelligence: automation, predictive analytics and continuous improvement in each operating cycle.

Operation + Automation + Analytics

Three pillars integrated under the Yeapdata Core: tools, processes and people in a single intelligent operating model

Core

Defined KPIs and SLAs

Committed metrics, continuous executive reporting and operational dashboards visible to all parties

SLA

Phased evolutionary model

Standardization → Automation → Predictive intelligence → Assisted autonomous operation. Maturation measurable over time

ITIL

IT-Business Alignment

Technology responds to strategic objectives. Intelligent orchestration, omnichannel centralized management and data-driven governance

360°

Problems it solves

Do any of these scenarios
Does it look familiar to you?

Reactive operation has a hidden cost. We measure it, make it visible and eliminate it with intelligent automation and a data-driven model.

High volume of repetitive tickets

N1 team overwhelmed by manual incidents and inefficient triage, without automatic resolution or true self-service

Dependence on key people

Unstructured knowledge and undocumented processes that generate critical operational risk when the resource fails

No traceability or governance

Low traceability of incidents and requirements, without change control or visibility over compliance with service levels

Without KPIs or executive visibility

The IT area operates without metrics that demonstrate value to the business or dashboards that justify investment decisions

Inconsistent user experience

Long waiting times, low percentage of resolution in first contact and disparate experience between service channels

Multiple providers without orchestration

Without a single end-to-end person to coordinate escalations, follow up on commitments and guarantee operational continuity

Capabilities

What the service
delivery when operating

Omnichannel Service Desk with AI

Unified management of incidents and requirements by email, portal, chat, WhatsApp and Teams. Integrated Aurora AI for automatic classification, intelligent prioritization and self-service.

OmnichannelAurora AI

Virtual Agent with Generative NLP

Advanced conversational assistant that answers queries, executes standard requests, guides resolution step by step, and escalates with full context to the appropriate level.

Generative NLPSelf-service 24/7

Automation and Self-Remediation

RPA for processes in legacy systems, provisioning automation, password resets and validations. Self-remediation on recurring incidents to eliminate manual intervention.

RPASelf-remediation

Predictive Analytics and Experience Management

Demand analysis and attention peaks, interaction analysis and SLA management to measure the impact on the user experience.

Analytics

NOC Observability and Monitoring

Native integration with the Yeapdata Observability module: unified monitoring, event correlation, automated response and anticipation of incidents before they escalate.

NOC 24/7Correlation

Operational Government with KPIs

Operational and executive dashboards, service catalog, criticality matrix, periodic performance reports and continuous improvement plan with ISO 9001 and integrated ITIL.

AnalyticsISO 9001

Tools

The ecosystem that operates
the managed service

Technology integrated by Yeapdata that provides visibility, automation, analytics and AI in a single operating model without dependence on third parties.

Monitoring

Management and visibility

Operational control center with complete visibility of the service status, intelligent ticketing and tracking through all channels

Power Platform

Automation

Automation engine for operational tasks, workflows, RPA for legacy systems and proactive incident resolution with AI

Analytics

Operational analytics

Executive and operational dashboards, predictive demand analytics, sentiment analysis and event correlation to anticipate incidents

Interoperability

Data integration

Connect systems, platforms and data sources: CRM, ERP, ITSM under a unified multi-vendor integration model with intelligent orchestration

Aurora AI

AI Virtual Assistant

Conversational agent with generative NLP that resolves requirements, guides users, reduces table load and scales with full context to the correct level

Expected results

What you get
when trading with Yeapdata

Proven continuous operation model

Methodology validated in multiple industries with measurable results: fewer tickets, lower MTTR and greater satisfaction from the first cycle

Specialized and certified team (+100)

Professionals with more than 100 technical certifications

Government by data with total transparency

Operational and executive dashboards, periodic reporting of KPIs visible to all parties

Integrated AI and automation at the core

Aurora AI, generative NLP, predictive analytics and RPA as native components of the service, not as optional add-ons

Proven reduction in operating costs

Scalability without proportional increase in personnel, decrease in N1 load and lower cost per sustained and measurable operation

Native integration Yeapdata 360° Model

Full alignment with observability, security, data and AI in a single coherent operating model aimed at business results

Operational continuity

We implement a robust architecture with fault tolerance and dynamic scalability to maintain uninterrupted operation.

Reduction of operational load

Fewer manual tickets and repetitive failures thanks to automation, virtual agents, and continuous root cause analysis.

Greater IT team efficiency

The team focuses on strategic initiatives while Yeapdata operates the foundation with AI, RPA and predictive analytics.

Better user experience

Greater speed of service, resolution and experience in the channels.