USU KnowledgeCenter

USU KnowledgeCenter in IT Service Centers

USU KnowledgeCenter is the central solution database for the IT service center – with ITIL®-compliant standard interfaces to popular ticketing systems.

The IT service desk or user help desk is the central point of contact for reporting technical problems and asking questions. The access to up-to-date, quality-assured information is a critical success factor in order to increase the efficiency of service delivery while at the same time ensuring customer satisfaction.

USU KnowledgeCenter 5 is a very powerful solution database that adopts the role of a central information platform for employees in IT service centers. The solution database is very often integrated into existing ticketing systems.

USU KnowledgeCenter 5 offers:

• A very flexible user interface
• The individual, customized compilation of typical service-information elements
• Preconfigured standard process flows to support a fast start
• Deep integration in diverse ticketing systems by using standard interfaces
• ITIL-compliance with integration into incident and problem management
• Ready for international use
• Easy integration of external applications, with KnowledgeCenter as the central information platform
• Choice between intelligent search or direct navigation to the information
• Personalized news to prevent being flooded with irrelevant information
• Guided dialogs for complex service issues
• Web 2.0 elements for a more efficient team collaboration

and much more!

Successful solutions can be used repeatedly by the use of a solution database.

Dynamic decision trees speed up complex fault diagnosis. Processes in the IT service desk run faster while the second level support is relieved at the same time.