Our ControlUp partnership

ARN covered our ControlUp partnership under the headline "blueAPACHE takes services to the next level with ControlUp", reporting that the partnership underpins our managed services re-engineered offering.

What ARN reported

We have embedded ControlUp's AI-driven ControlUp ONE platform into our managed services and will also offer it as a standalone solution. ARN framed this as a strategic partnership to deliver a next-generation digital employee experience, shifting what managed services should mean — from reactive support to proactive and autonomous operations.

We are now ControlUp's strategic delivery partner in the region, pairing the vendor's DEX telemetry and AI-driven automation platform with our own expertise. ARN noted that the arrangement goes beyond a traditional reseller agreement: ControlUp ONE is embedded into how we design, deliver and support managed services, rather than simply distributed.

What changes at our service desk

The partnership gives our service desk real-time visibility into every user's device and application experience. Problems can be detected and often fixed automatically before a ticket is raised. The platform also self-detects and remediates a class of issues, reducing the number of incidents that need manual intervention and improving time to resolution.

Our CEO Michael Zuppa told ARN that the definition of managed services has moved beyond monitoring and patching, and that capabilities are now "contextual and centred on the actual experience, application performance and device health of every user, not just incidents and patch management".

Bob Johnson, ControlUp's senior vice president of global partners and alliances, said we have the technical depth to embed the platform properly rather than just resell it.

Why we chose ControlUp

We selected ControlUp in part for its strength in virtual desktop infrastructure, an area where we have deep experience through partners including Citrix and Microsoft Azure Virtual Desktop.

We embed ControlUp ONE into our managed services so our team can see how devices and applications are performing for your people and act on issues earlier. Its digital employee experience telemetry gives our service desk context about device health, performance trends and the experience behind an incident. We combine that visibility with our operational processes and automation.

Two ways to work with us

For organisations with their own in-house IT teams we offer ControlUp ONE as a standalone reseller solution, extending into patch management and application-layer management alongside endpoint monitoring and automation. We bring experience in implementation, integration and operation, including virtual desktop environments, to help you adopt the platform. That gives you a choice between our managed service and technology delivery that supports your own operations.

We run ControlUp ONE in our own environment as "customer zero". ControlUp develops the platform; we integrate it into the services we deliver and help customers use it within their own environments. The partnership supports both mid-market and enterprise customers, and underpins the managed services re-engineered offering we are progressively rolling out to customers across Australia.

Talk with our team

Related

• Our ControlUp partnership announcement
• Techday's coverage
• emPOWER Managed Services
• Our partners

Frequently asked questions

What does ControlUp ONE show your service desk?

Its digital employee experience telemetry gives our service desk context about device health, performance trends and the experience behind an incident, so our team can act on issues earlier. ARN reported this as real-time visibility into every user's device and application experience.

What does running ControlUp ONE as customer zero mean?

We run the platform in our own environment first. ControlUp develops it; we integrate it into the services we deliver and help customers use it within their own environments.

Which organisations is the partnership aimed at?

It supports both mid-market and enterprise customers.

Is this a reseller agreement?

ARN reported that it goes beyond one. The platform is embedded into how we design, deliver and support managed services, and we are ControlUp's strategic delivery partner in the region. A standalone reseller option exists in addition, for customers who keep their own IT operations.

Why virtual desktop infrastructure specifically?

Because that is where user-experience telemetry matters most — the compute path is remote, so the user has no local visibility into why a session is slow. We have deep VDI experience through partners including Citrix and Microsoft Azure Virtual Desktop.

Source

ARN's coverage of our ControlUp partnership, reproduced in our own voice. Quotes from Michael Zuppa and Bob Johnson are as published by ARN.