Digitize all your company’s service processes with USU Enterprise Service Management. Based on the same technology as USU IT Service Management (ITSM), it provides you a standard set of methods and tools for providing efficient services company-wide.
With Enterprise Service Management improve administrative, customer service and technical service processes, and promote digitalization and automation. USU Enterprise Service Management allows you to either optimize individual service areas or use the software as a central solution across company departments.
Via a self-service portal, your employees can access services from all in-house service departments. Questions, requests or incident reports submitted by employees will be either automatically processed or routed to the proper staff members. Managers approve employee requests and receive access to their area’s reports via the Self-Service portal.
The Self-Service Portal can also be used externally. It offers your customers a single channel for all service processes. Automatically handle customer questions and orders 24/7, and contact a service agent only when needed.
The Service Catalog makes all services available to your employees or customers. Like in an online shop, employees can order new IT equipment from IT, an interim testimonial from HR or hospitality from Facility Management. In addition, customers can request accessories, spare parts or maintenance services.
A variety of standardized assets for IT service management, such as servers and clients, as well as other service areas are available out of the box. Further customer-specific assets can be configured at any time, so you can expand the service management to include furnishings, buildings, machinery, systems or vehicles.
With the help of the integrated knowledge base, you can automatically respond to frequently asked questions from employees and customers. Assist your service staff, for example by providing articles from experts as support for service desk employees.
All service processes are logged and analyzed in reports and dashboards. The head of internal service organizations or the customer service receives the data they need to identify optimization potential, and they can provide customers with information quickly.
Enhance existing service systems and applications. Specialized applications already do much of the work in service organizations. With USU Enterprise Service Management, there’s no need to replace any of them. Manage higher-level service processes, and keep operational data and subordinate processes in existing applications.
A variety of digitalized service processes from the IT and non-IT fields are available out-of-the-box. Tailor these to your customer-specific needs or supplement them by adding new processes. Integrate them with any third-party system to enable and automate cross-system processes.
Forrester Research evaluated 15 internationally used software tools in the "Forrester Wave™: Enterprise Service Management, Q4 2019" report and ranked USU as a "leader."
The 15 most significant ESM Providers