Managed infrastructure
Continuous monitoring, patching and operations of your cloud and on-prem infrastructure.
✦ ITSM
ITSM & IT Management
Managed infrastructure, specialized service desk and data governance for businesses that need continuous, expert IT support.
Drakkar
ITSM & IT Management
✦ Why it matters
IT operations, run by specialists
We run IT operations for organizations that need to focus on their business, not on incident tickets. From infrastructure management to data governance, our certified teams deliver SLA-backed continuous support across the Americas.
Why it matters
- SLA-backed managed infrastructure
- Specialized Service Desk (multichannel)
- Data governance and compliance reporting
- Outsourced IT management: fractional CIO services
- Remote-first delivery across the Americas
✦ What We Offer
What we deliver
Specialized Service Desk
Multichannel support (chat, email, phone) with SLA, KPIs and continuous improvement.
Data governance
Catalog, classify and govern your data assets aligned with LGPD and GDPR.
Outsourced IT management
Fractional CIO services for organizations that need strategic IT leadership without a full-time hire.
Cloud operations
AWS, Azure and Google Cloud operations: cost optimization, security and reliability.
IT strategy & roadmap
Annual IT planning aligned with business goals and budget constraints.
✦ Process
How we deliver
Onboarding, run and continuous improvement.
- 01
Operational assessment
Inventory current operations, ticket volume, tools and SLAs.
- 02
Transition & runbooks
Document playbooks, train teams and migrate operations.
- 03
Steady-state operation
Run with SLA, monthly reports and continuous KPI improvement.
- 04
Strategic reviews
Quarterly reviews with leadership to align IT with business priorities.
✦ Results
ITSM experience
Continuous operations for global clients.
✦ Fiserv (Brazil)
Long-term partnership model
Continuous evolution of fintech ecosystems with monthly releases, a model we replicate for ITSM clients.
✦ Across the Americas
Multi-region IT operations
Remote-first delivery serving clients in USA, Brazil, Colombia, Mexico, Argentina and Canada.
✦ Tech Stack
Tools & frameworks
- ITIL alignment
- Jira Service Management
- ServiceNow
- AWS / Azure / GCP
- Datadog / New Relic
- Power BI / Looker
✦ FAQ
Frequently asked questions
What SLAs do you offer?
SLAs are tailored to each contract. Common tiers: Critical 1h response / 4h resolution, High 4h / 8h, Medium 1 business day. We commit to KPIs from day one.
Do you operate fully remotely?
Yes. We are remote-first and have served clients across the Americas (USA, Brazil, Colombia, Mexico, Argentina, Canada) for over 17 years.
Can you manage cloud infrastructure?
Yes: AWS, Azure and Google Cloud. We handle operations, cost optimization, security and reliability engineering.
What is "fractional CIO"?
A senior IT executive working part-time with your organization to provide strategic IT leadership, ideal for SMEs that do not need a full-time CIO.
Do you handle data governance and LGPD?
Yes. We help organizations catalog data assets, classify sensitive data and align processes with LGPD and GDPR requirements.
Let's Talk
Let us run your IT so you focus on the business
SLA-backed operations, multichannel service desk and strategic IT leadership.
Talk to an ITSM specialist