IT Self-Service

USU

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Reduce your IT tickets by up to 20 %

Deliver rapid, reliable and on-demand IT support. With a suite of IT Self-Service tools, you can accelerate service processes, increase user satisfaction, and accomplish more with the same staff level. A comprehensive and omnichannel set of self-service opportunities supports your employees quickly and directly to solve their issues and keep your business humming. Create robust services and combine IT Self-Service with USU IT Service Management and other ITSM or help desk tools.

Your benefits

20 % fewer tickets

30 % greater automation

90 % increase in ticket processing speed

Selected features

Ordering and fulfilling IT services

Display available services in your service shop
Order IT services
Track order/ticket status

Reporting and resolving IT incidents

Automatically displays known disruptions
Proactively alerts users about disruptions
Send tickets to the service desk with one click

Self-healing

Automatically displays known workarounds from the knowledge base
Navigates users to the solution using active documents and decision trees
Automatically collects client data to diagnose problems

Answers to general questions

Searches for operating manuals, printer locations, and the like
Automatically searches your knowledge base to ensure no request returns empty results

Chatbot

Automatically responds to common inquiries
Transfers chat history to a ticket

Tap into virtually unlimited integration options

Self-service systems augment a broad range of software solutions. Simply integrate USU’s solution into your existing systems through a service connector — such as a knowledge base , incident-management or service-request portal — to give your users a single interface to access to a heterogeneous IT landscape.