DGAP-News: USU Software AG / Key word(s): Product Launch
USU AG presents new IT self-service solution Lifebelt at the Service
Desk & IT Support Show (news with additional features)
02.04.2014 / 09:53
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Moeglingen/London - 2 April 2014.
USU AG is presenting innovation solutions for optimising IT service desk
processes and costs at Stand 319 at the Service Desk & IT Support Show 2014
(SITS) from 29-30 April in London. The main emphasis is on the new
self-service system USU Lifebelt, which reduces IT ticket costs in practice
by up to 30 percent. However, the widely established solution database USU
KnowledgeCenter also focuses on core challenges facing service desks today,
such as increasing the first call resolution rate or minimising ticket
processing times or the time required to train new service personnel. The
USU Valuemation product suite supports all operational IT service processes
and so complements USU's ITIL-compliant portfolio for IT service
management. Volkswagen, O2, Allianz, Vauxhall, Nestle, Audi and many other
companies leverage USU's technology and expertise in this field.
According to calculations by the U.S. market research company Forrester
Research, Inc., every IT ticket at first-level support costs an average of
15 euros. An efficient IT self-service system can realistically help
eliminate some 20 percent of tickets. At medium-sized to large companies,
these cost savings soon add up to a six-digit sum per annum. The new
self-service solution USU Lifebelt has been developed on the basis of
practical experience and now helps slash these costs. The costs of
purchasing the software are usually recouped within 6-12 months.
USU Lifebelt uses an innovative and unique concept. The basic principle is:
Users are to be able to find solutions for their current IT problems as
fast as possible by themselves and - If that does not succeed right away -
submit their problems as simply as possible to the IT service staff. The
Lifebelt icon is displayed in the Windows taskbar and can be launched from
any application to obtain assistance. USU Lifebelt then prompts users to
describe their problem. The crucial feature is that quality-assured
solutions are offered as soon as the problem is entered. The answers relate
to the specific needs of the user's problems.
Unlike other self-service applications, relevant solutions are searched for
in the background and at the same time as the question or problem is
entered. Users are automatically offered relevant answers and solutions and
do not have to open a self-service portal first. USU Lifebelt also
automatically displays context-driven messages, such as the fact that the
e-mail server is temporarily unavailable due to maintenance work. As a
result, calls to IT service staff can be slashed dramatically or even
completely eliminated.
As an alternative to describing their problem, users of USU Lifebelt can
also generate a ticket, which is automatically created as an incident in IT
service, right away at the touch of a button. A screenshot of the screen
content containing the error message is also sent. The information in the
screenshot is a major practical help to IT service personnel, since this
often reveals the cause at first glance and enables problems to be
described more easily than by phone. Having this visual evidence greatly
reduces the number of daily support calls/tickets. In addition to generally
reducing the amount of calls, having the Lifebelt self-service system
readily available to users can potentially cut overall costs for
first-level support by up to a third.
The innovative, simple operating concept of USU Lifebelt based on an
intelligent knowledge base overcomes obstacles that all common self-service
solutions have in practice and ensures high acceptance among users. USU
Lifebelt complements any ticket system, such as Valuemation Incident
Manager from USU, and is easy to integrate. That ensures smooth going live
in a matter of days.
If you are interested, you can find more information on USU Lifebelt, try
it out in a free trial and/or arrange a personal appointment at:
http://www.usu-knowledgesolutions.de/en/lifebelt-uk
USU AG. The Knowledge Business Company.
Founded in 1977, USU offers analyses, consulting, software solutions and
services for achieving comprehensive integration of knowledge and
experience into business workflows and applications within organizations.
Market leaders from every sector of the international economy create
transparency with USU applications, while also becoming more competitive,
cutting costs and reducing their risks. With its three business areas, USU
AG is Europe's largest provider of IT and knowledge management solutions.
USU's Business Service Management division supports companies with an
extensive, ITIL(R)-compliant portfolio for strategic and operational
business service management (BSM) and IT service management (ITSM). With
it, our customers can obtain a comprehensive overview of their IT processes
and IT infrastructure, allowing them to transparently plan, allocate and
actively manage their IT services.
With the aid of consulting services and software solutions from the USU
Knowledge Solutions division, customers can activate and leverage all the
knowledge resources within their organizations. The focus is on intelligent
knowledge bases for a wide range of different service areas. As a result,
for example, call and IT service centers efficiently provide accurate,
individualized answers to over 30 million inquiries per year.
At the USU Business Solutions division, USU experts can combine
user-requested features, sector-specific knowledge and technological
expertise to create individual, customized solutions. Our core competencies
also include process and system integration based on service-oriented
architecture (SOA) as well as deployment of knowledge and employee portals,
from initial planning to ultimate placement in service.
USU AG is a subsidiary of USU Software AG (ISIN DE 000A0BVU28), which is
listed in the Prime Segment of the German Stock Exchange (DAX) in
Frankfurt. For further information, please go to: www.usu.de
Contact
USU AG, Germany
Corporate Communications
Dr. Thomas Gerick
Tel.: +49 (0) 7141/48 67-440
Email: t.gerick@usu.deing.
http://www.usu-knowledgesolutions.co.uk
End of Corporate News
+++++
Additional features:
Document: http://n.equitystory.com/c/fncls.ssp?u=WBDRQWGJFV
Document title: USU Lifebelt: New IT Self Service Solution
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02.04.2014 Dissemination of a Corporate News, transmitted by DGAP - a
company of EQS Group AG.
The issuer is solely responsible for the content of this announcement.
DGAP's Distribution Services include Regulatory Announcements,
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Language: English
Company: USU Software AG
Spitalhof
71696 Möglingen
Germany
Phone: +49 (0)7141 4867-0
Fax: +49 (0)7141 4867-200
E-mail: info@usu-software.de
Internet: www.usu-software.de
ISIN: DE000A0BVU28
WKN: A0BVU2
Listed: Regulierter Markt in Frankfurt (Prime Standard);
Freiverkehr in Berlin, Düsseldorf, Hamburg, München,
Stuttgart
End of News DGAP News-Service
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261095 02.04.2014
DGAP-News: USU AG presents new IT self-service solution Lifebelt at the Service Desk & IT Support Show (news with additional features)
| Source: EQS Group AG