The people who build the product
We build and run Support IT Helpdesk. Everything here comes out of running an IT service desk ourselves before we ever sold one, so it leans towards what actually happens on a Tuesday afternoon rather than what sounds good in a framework diagram.
Practitioners, not analysts
A knowledge base only works if it answers what people actually ask. These twelve cover most of the repeat volume on almost every Indian IT desk — and here is how to write them so they get read.
13 Sep 2026 · 5 min read
The three records exist to answer three different questions. Here is the decision tree, and the two habits that turn an ITIL implementation into filing for its own sake.
6 Sep 2026 · 5 min read
Almost every Indian IT and HR team is in scope, because almost every one holds employee personal data. What the Act actually asks, and the three places a helpdesk quietly makes things worse.
30 Aug 2026 · 5 min read
Turning helpdesk@ into a real queue is the highest-value hour you will spend. It is also where two specific mistakes cause most of the damage — here is how to avoid both.
23 Aug 2026 · 5 min read
Most SLAs are missed because of how they were written, not how the team performed. Here is how to set targets you can defend, and the three mistakes that cause almost every dispute.
16 Aug 2026 · 5 min read
