Bedrock IS Lifecycle

5th Echelon Support

Overview

The 5th Echelon represents the highest tier of managed services, building upon all 1st through 4th Echelon capabilities by adding Unified Service Desk with Dedicated Queues and premium white-glove services. This echelon provides dedicated, branded support infrastructure and comprehensive organizational support including change management and IT workforce development.

Includes All 1st, 2nd, 3rd & 4th Echelon Services, Plus:

Unified Service Desk with Dedicated Queues

A premium service desk configuration featuring dedicated support queues staffed by assigned team members who develop deep familiarity with the client’s environment, users, and business processes, ensuring highly personalized and context-aware support.

Branded, Dedicated Support Portal, Phone, & E-Mail

Custom-branded support channels including a dedicated support portal with client branding, dedicated phone lines, and dedicated email addresses, providing a seamless, branded support experience that integrates with the client’s organizational identity.

Organizational Change Management Support

Professional change management services to support organizational transitions, technology adoption, and business process changes, including stakeholder engagement, communication planning, training coordination, and adoption measurement.

IT Business Relationship Management

Dedicated business relationship management function serving as the strategic interface between IT services and business units, ensuring alignment of technology capabilities with business objectives and fostering strong business-IT partnerships.

IT Workforce & Talent Management

Support for IT workforce planning, talent development, skills assessment, training program development, and career path planning to build and maintain a capable IT workforce aligned with organizational needs.

Target Audience

5th Echelon services provide premium, white-glove support for organizations requiring the highest level of service personalization, dedicated resources, branded support experiences, and comprehensive organizational support extending beyond traditional IT management.

Service Scope

This echelon provides the most comprehensive managed services offering, combining all lower echelon capabilities with dedicated, branded support infrastructure and organizational support services that extend into change management, business relationship management, and workforce development.

Key Activities

Deliverables

Dedicated Support Infrastructure

Organizational Support

Premium Service Management

Service Level Enhancement

5th Echelon services operate with the highest priority support commitments, often including enhanced SLA targets, VIP escalation paths, and 24/7 premium support access tailored to client-specific requirements.

Investment and Value

The 5th Echelon represents the pinnacle of managed services investment, providing organizations with a complete, branded, and deeply integrated IT support partner that functions as an extension of their organization. This tier is ideal for organizations requiring:

Engagement Model

5th Echelon services are typically engaged through comprehensive managed services agreements with dedicated resource commitments, custom service level definitions, and strategic partnership arrangements tailored to each client’s unique requirements and organizational culture.