TwinDesk from ValueDX · Outcome-based IT support
Automation clears the routine tickets. Our engineers handle the rest.
Most automation tools resolve part of your queue and hand the remainder back to you. TwinDesk does not stop there. Everything automation cannot close, ValueDX engineers pick up as part of the same service, so one team owns the whole queue from first contact to closure. And you are billed on outcomes, not on how many people we have sitting on the account.
What TwinDesk actually is
One service, end-to-end resolution, with HITL built in
TwinDesk is a managed IT support service, not an automation product you have to run yourself. Two desks operate as one: a Virtual AI Desk that never sleeps, and a Human Ops Desk staffed by ValueDX engineers. Human-in-the-loop approval is built into the pipeline, not added on afterwards.
Roughly 60 percent of ticket volume is resolved by automation. The remaining 40 percent is handled by ValueDX engineers within the same service.
The volume work
TwinDesk automation takes intake, classification, diagnosis and resolution for the requests that repeat every day. It runs around the clock and does not queue.
- Password resets, MFA and account unlocks
- Access and group membership requests
- Software installs and license assignment
- Service restarts, disk cleanup, VPN issues
Everything else
ValueDX engineers handle the tickets automation cannot close, plus every approval the Policy Guard raises. They are part of the service, not an escalation path back to your team.
- Complex incidents and multi-system faults
- Anything privileged, irreversible or off-policy
- Root-cause investigation and problem management
- Judgment calls automation should never make alone
Owned end to end
Together the two desks close the whole queue. That figure describes ownership of your ticket volume through automation plus people, not a machine resolving everything on its own.
| Traditional automation platform | TwinDesk | |
|---|---|---|
| Ticket scope | Automates the tickets it is configured for | Handles tickets end to end |
| What you are buying | Technology | Technology and people |
| Beyond automation | Coverage stops at the automation boundary | Our engineers pick up the remaining cases |
| Exceptions | Escalated back to your internal team | Stay inside the service and the same SLA |
| Accountability | Split between vendor and your IT team | One provider owns the outcome |
How you pay
Priced on outcomes. Zero idle time.
Traditional managed IT support bills you for capacity: a number of FTEs, a shift pattern, a monthly retainer. You pay the same whether the queue is full or empty, and any efficiency the provider finds goes into their margin, not your invoice. TwinDesk is priced the other way round.
You pay per resolved ticket
The unit of billing is a closed ticket, not a seat, a licence or an hour. If a ticket is not resolved, it is not billed. That puts the commercial risk of automation working on us rather than on you.
Zero idle time on your invoice
Quiet week, holiday period, seasonal dip: your cost moves with your volume. You are never charged for engineers waiting for something to happen, which is where a large share of conventional managed-service spend goes.
Our incentive matches yours
Because we are paid on resolutions, automating more of your queue makes the service better for both sides. Under an FTE model, automation reduces the provider's revenue, which is why it so rarely happens.
Costs scale down as well as up
Volume-linked pricing works in both directions. As automation coverage grows and repeat incidents get engineered out, the cost per resolved ticket keeps falling instead of resetting at every contract renewal.
| Conventional FTE-based service | TwinDesk | |
|---|---|---|
| Unit of billing | Headcount, seats or hours | Resolved tickets |
| Quiet periods | Billed in full | Zero idle time billed |
| Effect of automation | Cuts the provider’s revenue | Improves the service for both sides |
| Cost trajectory | Flat, reset at renewal | Falls as coverage grows |
| Who carries delivery risk | You do | We do |
Why this keeps coming up
Support volume grows. Headcount does not.
Most IT leaders are working the same problem: the queue is full of work that does not need an engineer, and the engineers who could do the interesting work are stuck on it anyway.
Automation alone does not close this. It resolves the share it was built for and returns the rest to a queue that is already under pressure. TwinDesk closes the gap by putting engineers behind the automation instead of behind an escalation button, which is how the cost of a resolved ticket drops from $12–30 to $1–5 without your team absorbing the leftovers.
About these figures. Cost, coverage and volume figures on this page come from ValueDX production deployments and internal benchmarking. Named systems and customer figures are representative of delivered engagements.
How a ticket moves
Four stages, and a person signs off on anything that carries risk
Every request follows the same governed route, whether it came from a user or from your monitoring. The automation prepares the work. A human decides whether the risky part goes ahead.
Ask
People describe what they need in plain language through Microsoft Teams, Slack or your service portal. No form fields to learn.
Reason
TwinDesk works out the intent, pulls logs and system state, identifies the root cause and drafts the exact resolution plan.
Gate
Policy Guard checks the plan against your rules. Where confidence is low or the action is sensitive, it pauses and sends the full diagnostic package for a one-click approval.
Act and resolve
Once approved it runs the fix, verifies system health, notifies the requester and writes the audit trail back to ServiceNow, Jira or BMC Helix.
Someone raises a ticket
An employee asks for help through Teams, Slack or the portal, and the request enters the pipeline immediately.
Monitoring spots it first
Your NOC or monitoring stack flags an anomaly before anyone notices. Same pipeline, same governance, except the fix often lands before the user would have opened a ticket at all.
TwinDesk in action
A 4 a.m. incident, resolved without waking the team
A production database node spikes to 98% CPU. Nobody has noticed yet. Here is what happens next, and where the on-call engineer comes in. Press play, then make the call yourself.
Under the hood
Nothing runs until it clears a policy check
Governance is not a setting we added later. It sits in the middle of the stack, and every action has to pass through it before anything touches a production system.
What TwinDesk covers
The services we run, and the systems we run them on
TwinDesk works on top of the ITSM you already use. Nothing gets torn out and replaced.
IT helpdesk and user support
First line of contact across Teams, Slack, email and the portal, within the service window agreed with you.
Incident management
Detection, triage, diagnosis and resolution, including incidents that monitoring raises before a user does.
Service requests
Standard catalog fulfillment, software installs, license assignment, onboarding and offboarding runbooks.
Password and access support
Resets, MFA, account unlocks, group membership and access requests across Active Directory, Entra ID and Okta.
Application support
Middleware, production support, SQL, IIS, WebLogic and Tomcat, backed by L2 and L3 application specialists.
Infrastructure and cloud
Windows, Linux, VMware, storage and backup, plus Azure, AWS, Kubernetes and CI/CD pipelines.
Network support
Routing and switching, LAN and WAN, SD-WAN, wireless, firewall, VPN, DNS and DHCP, with NOC coverage.
Escalation management
Anything automation cannot close moves to a named engineer inside the service, not back into your queue.
Monitoring and problem management
Continuous ticket monitoring, SLA tracking and root-cause work so recurring incidents stop recurring.
ITSM and service desk
Jira / JSM · ServiceNow · HaloITSM · TOPdesk · Zendesk · BMC Remedy
Cloud, infra and monitoring
Microsoft Azure · AWS · VMware · Windows · Linux · ManageEngine
Identity, security and endpoint
Active Directory · Entra ID · Okta · Cisco Duo · Zscaler · Intune
DevOps and engineering
GitHub · Jenkins · Jira · Azure DevOps
Collaboration and productivity
Microsoft 365 · SharePoint · Teams · Slack · Google Workspace · Zoom
HR, CRM and business apps
Salesforce · Dynamics 365 · BambooHR · Darwinbox · DocuSign
Data and databases
SAP · MSSQL Server · MySQL · Oracle · MongoDB
AI, docs and messaging
REST APIs · Agentic AI · Machine learning · OCR · PDF utility · Twilio
How to read these numbers. Connectors are certified plugins shipped with TwinDesk. Automations are published workflows in the TwinDesk library. The named systems above are representative rather than exhaustive.
Who the other 40% goes to
There are real engineers behind the service
The Human Ops Desk is not one team on a rota. It is a certified bench spanning every core IT discipline, and it is where every ticket automation cannot close ends up.
| Service area | Resource levels | Key skills | Certified strength |
|---|---|---|---|
| IT infrastructure | L1, L2, L3, SME, Lead | Windows Server, Linux, Unix, VMware, Oracle DBA, SQL DBA, Storage, Backup, Data Center Ops, ITSM | 450+ |
| Application support | L1, L2, L3, SME, Technical Lead | Application Support, Middleware, Production Support, SQL, IIS, WebLogic, Tomcat, Monitoring, Service Desk | 300+ |
| Networking | L1, L2, L3, SME, Network Lead | Cisco Routing & Switching, LAN/WAN, SD-WAN, Wireless, Firewall, VPN, DNS, DHCP, NOC, Load Balancer | 180+ |
| Cloud | L2, L3, SME, Lead, Cloud Architect | Microsoft Azure, AWS, Azure DevOps, AKS, Docker, Kubernetes, Terraform, IaC, CI/CD, Cloud Migration | 120+ |
| Cyber security | L1 SOC, L2 Analyst, L3 Engineer, SME, Security Lead | SOC, SIEM, Forcepoint DLP, IAM, Endpoint Security, Vulnerability Mgmt, Firewall, Incident Response, GRC | 80+ |
Value calculator
Estimate what this is worth on your volume
Set your monthly ticket count, what a ticket costs you today, and how much of the queue is repetitive. Because TwinDesk bills per resolved ticket, this is close to how the invoice actually behaves. Every assumption is written out underneath so you can check the arithmetic.
Assumptions. TwinDesk resolves an automated ticket at an assumed $3, the midpoint of the $1–5 range seen in delivered engagements. Savings are calculated only on the repetitive share of the queue, never the whole queue. Engineer capacity assumes 700 tickets per agent per month, with 80% of that effort removed rather than 100%, because approval time stays with your people by design. Figures are indicative and are confirmed against your own ticket data during scoping.
What happened elsewhere
Enterprises already running this, and what changed
The automation engine behind TwinDesk is already validated at enterprise scale.
Why ValueDX
Plenty of firms sell you one half of this
Automation vendors sell the platform. Managed service providers sell the people. TwinDesk exists because ValueDX already runs both, and the handover between them is where most IT support arrangements break.
We build the automation ourselves
TwinDesk ships with 100 certified connectors and 1,069 published automations already in the library. We are not integrating somebody else's platform on your time, and you are not paying for the build.
We already have the engineers
More than 1,130 certified engineers across infrastructure, applications, networking, cloud and security. The people who take the escalations are on our bench, not on a recruitment plan.
One contract, one accountability
You are not managing a tool vendor and a service provider and mediating between them. Ownership of the ticket, from first contact to closure, sits in one place.
Governance built for enterprise IT
Policy Guard checks every action against your security policy, high-risk steps wait for a named human approver, and every decision is written to the audit trail in your ITSM.
Before you ask
Questions we get asked a lot
What exactly is TwinDesk?
How is this different from buying an automation platform?
Do you really resolve 100% of tickets?
How is TwinDesk priced?
Do we have to replace our ITSM?
What stops the automation doing something it should not?
What happens to complex tickets automation cannot handle?
Which markets do you serve?
How long does it take to get started?
Next step
Bring us your ticket data and we will show you the numbers
The fastest way to understand TwinDesk is a short conversation about your actual queue: what comes in, what it costs you, and which parts automation can take off your team immediately. No obligation, and no slide deck unless you want one.
