USU AG Product Literature Sample

IT service organizations are under growing pressure to continuously increase the quality and efficiency of their services. In practice, this means being able to answer inquiries as quickly, directly and completely as possible during the first contact (maximum first call resolution rate). This also means that common solutions, workarounds and work instructions must be able to be found quickly anywhere, from the front office on up to third-level support, so that they can be promptly reused as needed. Added to this are the ever-increasing technical requirements. It’s no longer enough to only manage the technical infrastructure. Now, support services are expected to also answer specialized questions, such as “How is employee relocation handled in SAP HR?” The introduction of ITIL standards means there is need for professional process structures that can update existing knowledge, ensure its quality and make it readily available. Similarly, to the greatest extent possible, it’s also necessary to make expert knowledge accessible and usable by a non-experts.

Provision of Knowledge by IT Service Desks

The USU KnowledgeCenter product suite offers three core modules designed to make service organizations more efficient. In particular, KnowledgeCenter allows end users to get selfservice support on the Internet or an Intranet.