emPOWER Services service overview

emPOWER is the platform through which blueAPACHE delivers every service line. This section documents all seven, each on its own page, with the availability commitments, delivery model and evaluation questions that apply to it.

The organising idea is that managed IT services and managed security services are delivered under one operating model rather than split across two suppliers. That distinction matters at the point where something goes wrong: when a security event requires an operational change, the party that detected it also holds the authority to act. Split arrangements create a handover, and handovers are where control ownership is lost.

The seven service lines are Managed Services (service desk, infrastructure and end-user computing with integrated MSP and MSSP delivery), emPOWER Cloud (private cloud IaaS on HPE GreenLake), Network and Connectivity (managed MPLS WAN, SD-WAN and internet), Security (managed detection and response, Human Risk Management, DMARC), Backup for Microsoft Entra ID (Veeam-based identity recovery), Voice and Unified Communications (RingCentral and Microsoft Teams telephony), and Technology Services and Operational Capability (co-managed IT, projects, hardware-as-a-service and procurement).

Underpinning the platform is a vendor ecosystem including HPE, Veeam, Fortinet, Palo Alto Networks, Microsoft, CyberArk, Rapid7, RingCentral, VMware and Citrix. Service-level figures — response and resolution times, recovery point and recovery time objectives — are defined in the applicable service catalogue and agreement schedules rather than published here.