Knowledge Management for IT Professional Knowledge Management for IT Services
Consistently meet your SLAs with USU predictive Knowledge Management solutions
Your IT service desk is the central point of contact for users with technical problems and IT-related questions. Users want a convenient way to solve their IT inquiries. Whether a help request is made via a ticket, email, or through self-service, your IT services should deliver a top quality service experience designed to improve cost efficiencies.
With our predictive Knowledge Management software, you’ll get a purpose-built solution for your IT services. USU provides your IT service desk team and end users with the right ITIL®-compliant expert knowledge needed to deliver quick, conclusive answers to their inquiries.
Our Knowledge Management for IT solution lets you easily comply with service level agreements, improve service quality, and reduce system downtime.
Build Your Business Case
How you benefit
40 % first contact resolution rate
30 % less time needed for follow-ups
20 % fewer tickets
Analyzing your Help Desk Support is as Easy as Pie Charts
Know your service inside and out with detailed analytics and reports on engagement metrics, search patterns and insights to improve agent and content performance. Off-the-shelf reports deliver actionable insights for knowledge managers to identify content gaps, inquiry trends and search performance. Better plan your staffing requirements, training needs and uncover new opportunities for improvement.
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Selected features
AI-powered Dynamic Search
Get automatically generated overviews to intuitively find all relevant information about a subject so you quickly find the right document or correct response.
Deliver Everywhere
Access and distribute the same knowledge across all relevant your key support channels — your ticketing system, chatbot, phone, email, and chat — and optimized and formatted specifically for that channel’s specific characteristics.
Cross-System Sharing
Benefit from streamlined processes: This feature automatically triggers a search for instructions and solution documents and transfers the information back to the ticket or sends it via email.
E-learning
With the integrated e-learning tool, quickly and easily train your staff in the office or at home and notify employees about new content.
Multilingual Ready
Easily and clearly provide knowledge in the all necessary languages: Using country or market-specific market-release workflows, create content as uniformly as possible and yet as individually as needed.
Proactive Alerts
Send IT information to all affected users in a pop-up and significantly reduce IT service requests during incidents.
Integrate with IT Self Service and deflect more tickets using our easy integration
Serve users in the channel of their choice, boost efficiency and reduce incoming calls and tickets. Users find the right solution themselves without having to contact your IT help desk.
Our Chatbots
Chatbots guide users to solutions and even carry out the task themselves while increasing service automation and reducing the burden on staff.
Our IT Self-service
Serves as a single point of contact for all IT issues such as service requests, incident reports, and searches.
How your stakeholders benefit from IT services
Service desk staff
- The right information in the right context delivered for each inquiry
- Wizards interactively guide support staff
- Innovative features help keep knowledge up-to-date
- Intelligent references — for example, to frequently used solutions
- Feedback options
Editor
- Quick and easy document creation using templates
- Personal task area with automatic notifications
- Less effort to maintain documents
- Secure document archiving, versioning and change history
Managers
- Advanced analytics for in-depth insights
- Informative evaluations
- Targeted service center controlling
- Easily customizable to reflect your internal workflows and processes
End users
- Quick and easy help in response to questions and problems
- Support in their preferred channel: Knowledge available in the most convenient channel through website, social media, forums, and more
- Streamlined ticket entry if a suitable answer isn’t found
- Web self-service
How your stakeholders benefit from IT services
Service desk staff
- The right information in the right context delivered for each inquiry
- Wizards interactively guide support staff
- Innovative features help keep knowledge up-to-date
- Intelligent references — for example, to frequently used solutions
- Feedback options
Editor
- Quick and easy document creation using templates
- Personal task area with automatic notifications
- Less effort to maintain documents
- Secure document archiving, versioning and change history
Managers
- Advanced analytics for in-depth insights
- Informative evaluations
- Targeted service center controlling
- Easily customizable to reflect your internal workflows and processes
End users
- Quick and easy help in response to questions and problems
- Support in their preferred channel: Knowledge available in the most convenient channel through website, social media, forums, and more
- Streamlined ticket entry if a suitable answer isn’t found
- Web self-service
Due to the central role knowledge plays in IT services, we turned to using a professional tool from market leader USU. After all, our agents need a 360-degree supply of data and not just a view of incidents and service requests. This means having contextual access to all sources of knowledge like, for example, solution documents, manuals, and guides.
Bastian Dieckmann, Managing Director, Vater BankIT GmbH
