Espria takes a shared responsibility approach to service governance. We provide structured oversight, reporting and escalation, while ensuring your leadership team retains full visibility and control over IT outcomes.
Governance is embedded in every managed service to give you clarity, accountability and confidence.
Service Delivery Manager (SDM) Ownership
Your designated Service Delivery Manager or Point of Contact acts as the primary point of accountability for governance.
- Oversees SLA performance, reporting and continual improvement.
- Chairs regular service reviews, depending on contract tier.
- Escalates service risks and unresolved issues to the right technical or strategic level.
- Acts as the bridge between your business priorities and our technical teams.
Governance Framework
Governance is delivered through a combination of structured processes and tools:
Service Reviews – Cover SLA performance, risk logs, roadmap alignment and improvement actions.
Service Reporting – Provide real-time visibility of incidents, usage and compliance.
Continual Service Improvement Plans (CSIP) – Capture and track agreed improvements over time.
Change Management – All scope or configuration changes documented through MyEspria and HaloPSA.
Risk Management & Escalation
Risks and issues are managed through a tiered escalation path:
- Operational Level – Incidents and service requests escalated from Service Desk to SMEs.
- Service Governance Level – Risks, repeated issues or SLA breaches escalated to your SDM.
- Strategic Level – High-impact risks or roadmap blockers escalated to the Espria senior leadership team or your board-level stakeholders, with clear remediation plans.
All escalations are time-bound and tracked in governance reports.
Roadmap Alignment
Service governance is not only about fixing problems, it’s about ensuring IT aligns with your future plans:
- Roadmap discussions form part of governance reviews.
- Emerging risks and vendor dependencies (e.g. Microsoft licensing changes, end-of-life updates) are flagged early.
Key Takeaway
Each service maintains clear governance and accountability, while allowing for adaptation to client-specific needs. Each service operates within structured, transparent frameworks that can be flexibly configured to match each client’s operational, compliance and governance requirements.
Espria provides governance through your designated point of contact, structured reviews, dashboards and escalation paths. Risks, roadmap changes and service issues are surfaced early and addressed transparently, giving you the confidence that IT is being managed responsibly, with full alignment to your business priorities.