Managed Services

Augment your IT services with the experts in multi-channel service

Maximize the value of your KANA solutions without adding to the workload of your IT organization. KANA Managed Services offers flexible opportunities for using our team of highly trained experts to manage, administer, and optimize your KANA solutions.

KANA Managed Services provides options for hosted or on-premise services for all KANA products. End-to-end hosted managed services include application management, application administration, and our Continuous Improvement program within a fully secure IT infrastructure. On-premise managed services deliver the same benefits as the hosted program with the ability to operate within your own IT infrastructure while KANA professionals administer your KANA applications on a day-to-day basis. These services are based on the Information Technology Infrastructure Library (ITIL) framework. KANA Managed Services services include:

Service Level Management
Planning, coordinating, monitoring, and reporting on Service Level Objectives (SLOs), along with ongoing evaluation of service quality versus contractual agreements.

Incident Management and Investigation
Support services to restore normal performance and minimize adverse impact on business operations, root cause analysis, and initiation of actions to improve/correct the situation.

Change Management
Application changes and upgrades, help with approval process, and determination of which changes should be deployed to the production environment to minimize disruption.

Release Alignment
Application functionality, skills assessments, role definition, mentoring planning, designing, building, testing, and deploying hardware and software components, along with preparation and coordination of new releases.

Capacity Planning
Resource, performance, demand and load management, capacity modeling and application sizing, and demand-based planning to support SLOs.

Application Administration and Continuous Improvement
Completion of core administrative functions within the application suite, regular reports related to application performance, and guidance on best practices and optimization strategies.

Training and Education
Instruction on KANA application functionality, skills assessments, role definition, and mentoring.