USU KnowledgeCenter

ITIL^®-compliant Solution Database

USU KnowledgeCenter is completely ITIL^®-compliant and fully supports the best practices contained in ITIL^® versions 2 and 3. This compliance has been reconfirmed for Release 5.4 by Glenfis AG, the licensed assessor and partner of the APM Group (APMG) for Europe. More…

USU KnowledgeCenter offers a comprehensive solution to support an efficient operation in IT service desks / -user help desks:

USU KnowledgeMiner searches and finds information quickly and accurately in all internal and external databases. USU KnowledgeBase stores and manages all documents centrally. USU KnowledgeGuide guides users through structured decision-trees to the appropriate solution.

Your benefits when using USU KnowledgeCenter in the IT service desk:

• 20-30% shorter call handling time
• Higher efficiency by increasing the first call resolution rate.
• Access to quality-assured, field-tested solutions
• Ease of use and self-service-functions for users
• Provable increase of customer satisfaction

Solutions can be used repeatedly through the use of a solution database. Dynamic decision-trees accelerate complex fault diagnosis. Processes in the IT-service desk run faster and 2nd level experts are relieved at the same time.

By using solution databases you can easily use successful solutions repeatedly. Dynamic decision trees speed up complex fault diagnosis. Processes in your IT Service Desk will run faster and second-level experts are relieved from workload.