The Virteva Blog

Trends in service and how they're shaping our industry.

How to be a Knowledge Superhero: Writing Effective Knowledge Base Articles

Garbage in = Garbage out. Love or hate the saying, it rings true, especially when it comes to your Knowledge Base articles.

6 Clues It’s Time to Outsource Your Service Desk

Is it time for Service Desk Outsourcing?

Your service desk is the face and voice of IT. It’s the front line of support. Each interaction is an opportunity to affect the perception of IT within...

How to Scale Up your VC Backed Business

Making smart decisions with the money your organization gets from investors is critical to your organization’s longevity. It’s a delicate balancing act to align your business objectives, growth...

How to Turn your Help Desk into a Data-Driven IT Solutions Center

The help desk was first introduced as companies began to embrace computers in their business processes. It was there to fix things when they broke. But as technology shifted, so did the help desk....

Making IT a True Utility

 

The last time you took a drink of water or plugged something into the wall, did you really think about all of the backend infrastructure, manpower, and other resources that go into it?  It just...

The Evolution of IT Support: From Contact Centers to Help Desk to the ServiceNow Service Desk – Part II

In our last blog post, we explored the evolution of IT Support from Contact Center to Help Desk to the ServiceNow Service Desk. One of the key ingredients of a Service Desk is reconciling business...

The Evolution of IT Support: From Contact Centers to Help Desk to the ServiceNow Service Desk - Part I

There have been jokes, tag lines and urban legends told about the challenges of getting proper technical support. Even Saturday Night Live spoofed this issue with Nick Burns, your company’s...