As a Service

Managed Services for the Digital Era

As a Service

Managed Services for the Digital Era

How to Serve and be Served in the Age of the Digital Enterprise

Customers today, both internal and external, expect a digitally connected experience. Service needs to be everywhere, all the time, on every platform. It needs to be convenient. It needs to be personalized. It needs to be secure. It needs to be connected. And this applies to not only your external customers as they engage with your brand and with your company, but to your employees and their experiences in the workplace as well.

In response to these transformational changes, Virteva’s mission is to help companies serve and be served in the digital age by leveraging the power of ServiceNow.

Unlike other Managed Services Providers, our services platform is a combination of people, technology, processes, and customer experience mechanisms designed to accelerate digital maturity, with the ServiceNow platform at its core. And as a ServiceNow customer ourselves with 800+ fulfiller seats and 35,000 hours of experience, we’ve crafted a unique approach to helping companies achieve success with ServiceNow that leverages our deep expertise with the platform.

Our purpose-built Managed Services suite spans a range of cloud and end-user service areas.

Virteva Managed Services

24/7 Service Desk

A comprehensive solution providing concierge-level support for your end-user computing environment.

End-User Computing

Leverage core ITIL disciplines, tools, and governance models to maximize end-user satisfaction and productivity.

Monitoring & Security

Specializing in vulnerability imports and business rules, incident review and classification, and escalation.

Cloud Services

Management and optimization of cloud infrastructure, applications, and services.

Commitment to Continuous Improvement

Our focus isn’t on simply handling events and tickets – we work 24/7 to drive continuous improvement for ourselves and for our clients. We’ve invested heavily in our people, processes, and technology in order to reduce incident volume over time and enhance your users experience.

How to Serve and be Served in the Age of the Digital Enterprise

Customers today, both internal and external, expect a digitally connected experience. Service needs to be everywhere, all the time, on every platform. It needs to be convenient. It needs to be personalized. It needs to be secure. It needs to be connected. And this applies to not only your external customers as they engage with your brand and with your company, but to your employees and their experiences in the workplace as well.

In response to these transformational changes, Virteva’s mission is to help companies serve and be served in the digital age by leveraging the power of ServiceNow.

Unlike other Managed Services Providers, our services platform is a combination of people, technology, processes, and customer experience mechanisms designed to accelerate digital maturity, with the ServiceNow platform at its core. And as a ServiceNow customer ourselves with 800+ fulfiller seats and 35,000 hours of experience, we’ve crafted a unique approach to helping companies achieve success with ServiceNow that leverages our deep expertise with the platform.

Our purpose-built Managed Services suite spans a range of cloud and end-user service areas.

Virteva Managed Services

24/7 Service Desk

A comprehensive solution providing concierge-level support for your end-user computing environment.

End-User Computing

Leverage core ITIL disciplines, tools, and governance models to maximize end-user satisfaction and productivity.

Monitoring & Security

Specializing in vulnerability imports and business rules, incident review and classification, and escalation.

Cloud Services

Management and optimization of cloud infrastructure, applications, and services.

Commitment to Continuous Improvement

Our focus isn’t on simply handling events and tickets – we work 24/7 to drive continuous improvement for ourselves and for our clients. We’ve invested heavily in our people, processes, and technology in order to reduce incident volume over time and enhance your users experience.

Life of a Ticket

We train our analysts to “be an analyst,
not an order taker.”

This means they work to go deeper than the façade of the initial incident. For example, if an end-user needs their network password changed, we will assist with that, then help them update any other affected device or service like their Office credentials or the cached password on their phone.

Life of a Ticket

We train our analysts to “be an analyst, not an order taker.”

This means they work to go deeper than the façade of the initial incident. For example, if an end-user needs their network password changed, we will assist with that, then help them update any other affected device or service like their Office credentials or the cached password on their phone.

Knowledge-as-a-Service

Our library of Knowledge Base articles serves as the front lines of our support solutions.

It ensures swift and consistent resolution of requests. Rooted in best practices, these KB articles grow over time while also adapting to integrate client content.

Knowledge-as-
a-Service

Our library of Knowledge Base articles serves as the front lines of our support solutions.

It ensures swift and consistent resolution of requests. Rooted in best practices, these KB articles grow over time while also adapting to integrate client content.

Reporting, Analysis, and SLAs

Our goal is to uncover trends in your data.

By spotting trends, we can identify areas of improvement and help you create a plan to implement changes. And it’s not always looking for “what went wrong.” We can spot positive trends in your data, determine what caused the changes in behavior, and help you roll out a process or training to continue to drive these positive results.

Reporting, Analysis, and SLAs

Our goal is to uncover trends in your data.

By spotting trends, we can identify areas of improvement and help you create a plan to implement changes. And it’s not always looking for “what went wrong.” We can spot positive trends in your data, determine what caused the changes in behavior, and help you roll out a process or training to continue to drive these positive results.

Virteva By The Numbers:

End Users Served

Client Deployments

%

US-Based Analysts

Years Of Service Desk Experience

Net Promoter Score

Hours Available Per Day To Serve You

Virteva By The Numbers:

End Users Served

Client Deployments

%

US-Based Analysts

Years Of Service Desk Experience

Net Promoter Score

Hours Available Per Day To Serve You

Service Account Management

A Personal Experience, End to End

A dedicated Client Director is your advocate within Virteva. They help ensure that expectations are properly set and met, and that changes to delivery are properly communicated. The Client Director helps to ensure that customer-impacting problems are fully resolved and promotes continuous improvement by providing root-cause analysis reports in the event of service level failures.

Onboarding and Integration

Ensuring customer success every step of the way.

Virteva recognizes that the implementation period can be one of the most critical phases in a new business relationship. Each implementation is unique, and your Virteva Client Director will work with you to outline and tailor the implementation process to your needs. The whole process can be completed is as little as 6 weeks.

 

1-2 days

 

2-3 weeks

 

2-3 weeks

 

3-5 days

  • Step 1
  • Step 2
  • Step 3
  • Step 4

Step 1: Initiation

  • Assign Virteva Client Director and other team members
  • Identify customer stakeholders and contacts
  • Continue knowledge transfer process to Virteva team

Step 2: Discovery and Planning

  • Define and document workflows: call handling, edges and escalation, break-fix processes, root cause analysis, etc.
  • Identify resource requirements and commencement targets
  • Establish go-live timeline
  • Identify and schedule technical resources

Step 3: Execution

  • Setup and configure ITSM ticketing system
  • Create and update knowledge base articles
  • User setup and training
  • Define reporting detail
  • Establish meeting and reporting schedule
  • Define SLA reporting processes and recurrences

Step 4: Production Rollover

  • Define and exercise quality assurance testing for relevant workflows
  • Establish communication plan
  • Execute go-live procedures
  • End-user experience monitoring
  • Transition to continuous improvement procedures

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[White Paper]
Download “Examining Effective Self-Service Implementation”

Properly utilizing self-service can reduce incident volume by over 50%. As you scale your business, incident volumes will inevitably increase. Implementing self-service will help you preemptively address this challenge.

Click the button below to download:

Read the eBook

Subscribe To Our
Monthly Newsletter

To receive trends in service and how they’re shaping our industry delivered to your inbox monthly, enter your email below and click submit.

[White Paper]
Download “Examining Effective Self-Service Implementation”

Properly utilizing self-service can reduce incident volume by over 50%. As you scale your business, incident volumes will inevitably increase. Implementing self-service will help you preemptively address this challenge.

Click the button below to download:

Read the eBook

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