Managed Services. Hand over the process. Get the results.

What distinguishes Managed Services from contracting (outsourcing of competencies) and team leasing?

In the Contracting and Team Leasing model, we provide you with specialists whom you manage independently - you pay for time (Time & Materials). In Managed Services, we take it a step further: we take over the entire process and are responsible for its outcome. This means that Antal not only provides people but also designs the workflow, manages the team, monitors KPIs, and reports progress. Billing is based on SLA (Service Level Agreement), and you pay for achieving established metrics, not for hours worked. Managed Services is a model for companies that want to delegate operational responsibility and ensure results. In practice, managed services (Managed Services) work well wherever the process is repeatable, measurable, and requires continuity. Companies are increasingly opting for this model because they understand that operational management of auxiliary processes distracts from core activities. Instead of building internal teams and investing in infrastructure, they leverage the experience and resources of specialized managed service providers. Antal, as a Managed Service Provider, serves clients from the SSC/BPO, IT, finance, manufacturing, and e-commerce sectors, executing process management projects in Poland and the CEE region.

Managed Services - what are managed servicesand for whom?

Managed Services, or managed services, is a model for delivering business and technology services in which an external provider (Managed Service Provider) takes full responsibility for a selected area of the company's operations. Unlike traditional outsourcing of competencies, managed services include not only providing people but also comprehensive process management: planning, execution, monitoring, and reporting results.

This model is particularly valuable for enterprises that want to focus on their core business by delegating the management of auxiliary processes to specialized providers. Clients are primarily attracted by the guarantee of results in the form of an SLA agreement, cost predictability, and access to specialized knowledge and infrastructure, which would be too costly to build internally.

Managed services are now the standard in the IT industry, where managing infrastructure, network security, applications, and user support is increasingly done in the MSP model. However, management in the Managed Services model extends far beyond the IT area. It also includes financial and accounting processes, HR Operations, customer service, and volume recruitment. This is a comprehensive solution for companies of all sizes, from medium-sized enterprises to large corporations and shared service centers (SSC/BPO).

Antal has been providing managed services for clients from various industries for over a decade. Our experience in executing business process management projects allows us to quickly implement new services, scale teams, and maintain the highest quality service standards, confirmed by specific SLA metrics.

What processes can we take over in theManaged Services model?

How does billing work in the SLA model?

SLA (Service Level Agreement) is a contract defining specific, measurable quality indicators of the service. Instead of paying for the team's working hours, you pay for achieving established goals - e.g., response time to a ticket < 4h, month-end closing timeliness 100%, first-call resolution rate > 85%.

Each month ends with a KPI performance report. If we do not meet the established metrics, we bear financial consequences (penalties or discounts). This is a model that forces us to maintain quality and gives you a real guarantee of results. For clients, the SLA model primarily means operational peace and full cost predictability. Instead of managing a team, monitoring absences, and worrying about replacements, they receive a monthly service performance report and a single invoice. Operational risk management is entirely transferred to the managed service provider. This is particularly important in areas such as IT security, infrastructure management, or customer service, where continuity of operations is critical for business. Antal, as an experienced Managed Service Provider, delivers managed services for dozens of clients simultaneously, allowing us to maintain the highest quality standards and respond quickly to changing organizational needs.

Managed Services in practice