May 31, 2016

New IT self-service solution Smart Link presented at SITS

Möglingen / London May 31, 2016.

USU AG is presenting innovative solutions for optimising IT service desk processes and costs at Stand 203 at the Service Desk and IT Support Show 2016 (SITS) from 8-9 June in London. The focus will be on the new knowledge-based self-service system, USU Smart Link, that pools all services and information for end users in a single channel.The smart application flexibly complements all common IT service management (ITSM) systems, for example solutions from ServiceNow, BMC, HP or USU Valuemation and is simple to integrate.

Intelligent assistance systems automate the processes for obtaining and distributing information, while new forms of communication such as chat and alerting functions optimize the dialogue. That not only reduces the number of IT tickets and work required in handling at the IT service desk, but also ensures high user satisfaction. The costs of purchasing the software are usually recouped within 6-12 months. Due to its high-performance programming interface (API) and standard connectors, USU Smart Link is very easy to integrate into your ServiceNow and other external systems.

Another core USU product focus on key challenges service desks now face: The widely established active knowledge database USU Knowledge Center enables rapid access to up-to-date, quality-assured IT solution knowledge. It ensures fewer calls, a higher first call resolution rate and minimises ticket processing times or the time required to train new personnel, for example. Deutsche Bahn, Volkswagen, O2, Allianz, Nestlé, Audi and many other companies leverage USU’s technology and expertise in this field.


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