May 12, 2015

New IT self-service solution Smart Link presented at the SITS

USU AG is presenting innovative solutions for optimising IT service desk processes and costs at Stand 203 at the IT Service Management Show 2015 (SITS) from 3-4 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.Not least, the results of a case study “The Self-Service Channel for Providing Information from IT” were taken into account in developing USU Smart Link. As part of the study, 40 IT organisations were asked about their objectives, current successes and future initiatives. Anyone interested can pick up a free copy at the stand.

Intelligent assistance systems automate the processes for obtaining and distributing information, while new forms of communication such as chats and news optimize the dialogue. That not only slashes the cost and work required in handling tickets at the IT service desk, but also ensures high user satisfaction. The costs of purchasing the software are usually recouped within 6-12 months. The application flexibly complements all common IT service management (ITSM) systems and is simple to integrate.

Other core USU products focus on key challenges service desks now face: The widely established solution database USU KnowledgeCenter enables rapid access to up-to-date, quality-assured IT solution knowledge. It ensures a higher first call resolution rate and minimises ticket processing times or the time required to train new personnel, for example. USU offers the integrated ticketing system Valuemation for service requests involving tickets that require a lot of effort and have to be handled in a transparent manner. The product line supports all operational IT service processes and so complements USU’s ITIL-compliant portfolio for IT service management. Volkswagen, O2, Allianz, Nestle, Audi, IAV, Jungheinrich and many other companies leverage USU’s technology and expertise in this field.


Download the 2020 Knowledge Management Report

Learn which KM practices are ineffective, how to increase ROI via data aggregation and why a modern knowledge base is critical infrastructure for your customer support.

Read it Free