Resources Data Sheets Help Desk Outsourcing Service and EUC Management Data Sheet
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Virteva is an independent managed IT services firm headquartered in Minneapolis MN, offering IT consulting and uniquely efficient IT solutions. 
Help Desk Outsourcing Service and EUC ManagementCompanies of all sizes and vertical markets can reduce cost and improve performance with Virteva's Help Desk Outsourcing and EUC Management Solution that includes proactive management, live 24x7 Service Desk support, an ITIL-based delivery platform, with service guarantees and fixed-fee monthly pricing Help Desk Outsourcing and EUC Management OverviewThe traditional End User Computing (EUC) environment has rapidly evolved from a single, desk-bound workstation to an assortment of devices such as netbooks, tablets, smartphones and laptops, some of which may be owned by the employee. Add to the mix a myriad of operating systems, service packs and applications, and the complexity has grown exponentially. Market insiders commonly refer to this evolution as ‘The Consummerization of IT’ and it’s arguably the most disruptive change in the IT market in the last decade. Organizations embracing this change are quick to find out that traditional IT support models don’t work well in this environment, often igniting spirited clashes between IT and business leadership around security, flexibility, mobility, collaboration, etc. As a result, many organizations are looking for a new answer. A solution that can responsibly embrace this evolution yet provide the By leveraging the economies of scale and the economies of skill from Virteva, our customers gain access to not only a Help Desk to address problems, they also gain access to an enterprise-class technical Service Desk at a fraction of the cost, delivered as a fixed-fee monthly service. Virteva’s Help Desk Outsourcing and EUC Management Service is a comprehensive solution that provides everything needed to support your End User Computing environment. Features include 24x7 live Service Desk support, PC and Mac management, Malware, Spam and Virus protection, Windows™ and application patches, mobile device support, backup services, optional IT Asset Disposition (ITAD) services, and more. ITIL® Based Delivery PlatformVirteva has developed an ITIL® Based Delivery Platform that provides the core services of Incident, Problem, Change and Configuration management. We have thousands of PCs and Macs under management, all backed by industry leading Service Level Agreements with performance guarantees and simple, no-risk contracts. Because our goal is to keep you satisfied, we’ll work hard every day to earn your business. Service Desk - A Help Desk on SteroidsVirteva’s operations center is located in the Twin Cities and serves as your Single Point of Contact for all End User Computing related issues. With a thirty-year lineage in the region, we take pride in our service to the community and in the level of knowledge we have into each of our customers’ businesses. While a typical Help Desk team will open a ticket and pass the problem down the line, Virteva's Service Desk team has a 70% First Call Resolution (FCR) rate, and our Service Desk engineers would be considered a Level-2 support team in many organizations. Staffing AdvantageAny IT manager knows the challenges involved with staffing a high-quality Service Desk, especially one that operates around-the-clock. Often times the best performers quickly work themselves into new, higher paying roles leaving behind gaps that have to be continuously refilled. At Virteva, this process is a natural part of our Service Desk operating model. We are eager to develop the skills of our Service Desk engineers so they can participate in other high-valued roles within our company. This is why Virteva is able to attract and maintain the customer-centric, highly skilled engineers that every organization desires. We assume the HR headaches of staffing the Service Desk so our customer’s don’t have to. Asset ManagementIT Asset Management provides detailed configuration information on each device including hardware and software statistics, system-level inventory and group memberships. We can also discover new systems on the network and easily deploy configuration templates to ensure they are in compliance with established standards. Finally, our Asset Management Service can conduct baseline audits, exception reporting and log hardware, software and system changes. Compliance ManagementVirteva’s Service Desk can assign a policy to each managed device by organization, machine type, platform or department and automatically update machine settings when policies are updated. Furthermore, this service allows organizations to gain a complete view of policy enforcement status and take necessary action to remediate non-compliant devices. Patch ManagementVirteva’s Patch Management service automatically keeps workstations and remote computers up-to-date with the latest important OS and 3rd party application security patches and updates. Proactive MonitoringVirteva’s Service Desk continuously monitors the performance of key attributes on our customer’s systems so we can quickly uncover and remediate user-impacting problems. We can even provide dashboard reporting, trend analysis and real-time diagnostic tests as needed to ensure that all end user systems are functioning properly. Secure Remote ControlFor fast problem resolution, user PCs can be securely controlled by the Virteva service desk technician once permission is granted. Instant Messaging and Video Chat capability also improves the end user experience. Mobile Device ManagementThe key to effectively managing mobile devices is to treat them as computers rather than souped-up cellular phones, thereby enabling the extension of IT policies and configuration settings to these devices. Common management tasks include the automation of email configurations, the collection of detailed inventory information, location tracking of each device using its GEO positioning capability, forcing alarms to sound on a lost device, and even remotely locking, wiping or resetting devices that cannot be located or have been stolen. OS Image ManagementManaging and deploying “gold” images has become a central part of most IT organization's PC management strategy. Whether you need to image a single system or multiple systems, Virteva has the tools and know-how to ensure this process happens quickly and efficiently. Malware, Virus & Spam ProtectionAnti-malware agents are utilized to quickly detect, destroy, and prevent malware while leveraging the automation capabilities of the Virteva delivery platform. Antivirus for Windows™ workstations provides complete protection on networks and beyond from potentially dangerous programs and network attacks. Advanced Spam blocking and monitoring provides a complete email management filtering solution. Backup & RecoveryVirteva’s backup agent runs quietly in the background, continuously keeping PC and Macs backed up with secure, offsite storage. End-users can leverage our secure self-service restore capability to restore their data to any machine at any point in time. IT Asset Disposition (ITAD) ServicesVirteva offers a comprehensive suite of Information Technology Asset Disposition (ITAD) services, including: data sanitization and destruction, technology remarketing, logistics and recycling programs. We manage the risks and environmental impact associated with ITAD initiatives. View our ITAD Data Sheet for more detailed information regarding these services. 
Microsoft® PartnershipVirteva holds the Microsoft® Gold Desktop partnership certification. In addition to being in the Managed Partner Program, Virteva is also a System Center™, SQL Server™, Active Directory™ and Exchange™ subject matter expert. Virteva is also a Hyper-V™ Accelerate Partner and Cloud Accelerate Partner. Other IT Services from VirtevaIn addition to Help Desk Outsourcing and EUC Management, Virteva provides fixed-fee management services for servers, SANs, networks, SQL™ databases, and customer-owned Microsoft® Exchange™, SharePiont™ and Lync™ systems. If it’s a project you need completed, Virteva stands ready to provide professional service support with a formalized statement of work or staff augmentation. For more information about how Virteva can help your organization, contact us at (952) 843-1200 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it . |
security, manageability and agility their company requires, at a reasonable price. This is exactly what Virteva’s Help Desk Outsourcing and EUC Management Service was designed to do.
