This document discusses customer journey and managed services provided by PT VADS Indonesia. It introduces PT VADS as a leading provider of integrated managed ICT/BPO services in Indonesia. It then discusses VADS' vision, mission and the services it provides including contact centers, data centers, and human capital management. The rest of the document discusses challenges in implementing managed services, the proposed operational model and reporting, how VADS can help access talents and manage attrition, the proposed organization chart, how VADS supports customers through technology, and benefits of the managed service framework such as reducing costs and risks.