A governable service. Defined levels.

For organisations that want to agree and govern scope, service processes and performance as a coherent whole, rather than leave them implicit.

Under an SLA

Agreements only matter when delivery works.

An SLA connects the organisation's priorities to a concrete service. That is why we begin with business impact, risk, dependencies and the actual management scope.

NorthBridge brings the service catalogue, roles, service windows, priorities, processes, escalation and reporting into one workable model. Response and recovery levels are defined for the agreed scope, risk and contract. We do not publish standard percentages or generic time promises.

The client retains visibility of performance, open risks and decisions. NorthBridge organises day-to-day coherence and coordinates suppliers within the responsibilities agreed with them.

In 52 seconds

From a request to a controlled process.

The video connects intake, classification and priority with delivery, SLA monitoring, validation, reporting and improvement. It shows how support and management are governed as one service.

Florine voice-over · Dutch audio and captions

Service design

Context first. Then the standard.

A workable SLA is more than a table of times. It must fit the service, its service window, the delivery chain and the responsibilities each party can genuinely carry.

NorthBridge designs the service around recognised IT service management principles, using ISO/IEC 20000 as a reference framework.

Scope and service catalogue: We describe which services, users, locations, systems and management activities are included and excluded.
Service windows and priorities: Availability and handling follow the agreed windows. Priority is linked to impact and urgency, with agreed response and recovery levels.
Intake and service desk: Channels, registration, classification, ownership and updates are designed to keep work traceable.
Incidents, requests and problems: Disruptions, service requests and underlying causes each follow an appropriate route, with clear handover and escalation.
Changes and releases: Risk, planning, authorisation, implementation and rollback are aligned with the impact of the change.
Monitoring and escalation: Signals are linked to follow-up. Operational and management escalation reflect severity, dependencies and the available options.
Supplier governance: Suppliers retain their contractual responsibilities. NorthBridge connects actions and information when an issue spans several parties.
Reporting and service review: Reports show performance, exceptions, trends, risks and decisions. The service review turns that information into targeted improvement.
Continuity and security: Recovery, access, vulnerabilities, dependencies and relevant security measures are assigned within the agreed scope.
Roles and improvement: Roles, RACI, decision rights and dependencies are explicit. An improvement agenda keeps processes and agreements current.

Interim assignment

Design it, make it work and make it transferable.

NorthBridge can help an internal IT department or external IT provider establish management and support under an SLA. That assignment does not have to result in long-term outsourcing to NorthBridge.

Analysis and design
We examine the service, risks, workflows, dependencies and governance required.
Implementation
We establish processes, roles and RACI, the service catalogue, tooling, reporting and review structure.
Adoption and guidance
Teams learn to work with the agreements. We guide the first cycles and resolve ambiguity in process or ownership.
Handover and aftercare
Following acceptance, we hand over documentation, working practices and open points. Management can then remain with the client or its IT provider.

Clear agreements

No standard value without the right scope.

Service levels must be achievable, measurable and relevant to the organisation.

Which times and percentages apply?

We define these for each service, service window, risk profile and contract. We do not use generic availability, response or resolution times as marketing promises.

Who is responsible for what?

The contract and RACI make responsibilities explicit. The client retains its decision rights; NorthBridge and other suppliers carry the parts assigned to them.

Does NorthBridge have to manage the service afterwards?

No. A temporary implementation, adoption and handover assignment can end with management by the client or another IT provider.

Managed Services

Choose the model that fits.

Make service performance measurable without losing context.

Discuss management under an SLA