USU - Business Service Management

The IT Service Desk - also known as the User Help Desk (UHD) - is the most important point of contact for users and service customers in the event of faults and malfunctions. IT service personnel have to resolve problems within extremely short times in order to prevent, or at least minimize, negative ripple-effects on IT-dependent business processes.

The Valuemation Incident Manager supports your IT service desk in efficiently correcting faults and malfunctions and in restoring the availability of services and applications as fast as possible. Incidents are systematically recorded and handled based on standardized processes. In this way, you'll greatly increase the service quality and efficiency of your service desk and lower your immediate service costs as well as any subsequent, downstream costs that might arise from SLA violations.

Our optionally integrated solution database USU KnowledgeCenter can be directly accessed in the ticket view. All information relevant for researching a solution is automatically added to the search results. By agreeing on a proposed solution, it is automatically added to the ticket and saved there. This means that it only takes two clicks to identify the solution, and the ticket is ready to be closed.

Your Benefits: With the Incident Manager, you can:

Increase the productivity of your service desk by applying standardized, automated and ITIL®-compliant processes
Keep your service desk personnel properly focused since they know which SLAs apply
Recognize frequent causes of faults/malfunctions based on informative reports and statistics
Correct emerging problems faster by accessing proven and documented knowledge (with optional integration of the USU KnowledgeCenter)

Click here to read our flyer with detailed information.

Valuemation offers you a basis for enjoying seamlessly integrated, standardized service processes based on ITIL Best Practices, all automated to the greatest possible extent. In addition to the Incident Manager, the following modules are also available:

Problem Manager for fast detection and proactive correction of errors
Service Request Manager for automated application for and approval of IT goods and services
Change Manager for securely implementing and documenting changes in your IT infrastructure
USU KnowledgeCenter for quick access to a proven, documented knowledge base

When it comes to IT Service Management, Valuemation's proven strengths have already been well recognized by numerous international analysts:

"USU software is extremely function-rich and able to compete well with the rest of the full-blown IT asset lifecycle management and IT service management (ITSM) suites out there."
(Forrester Research Inc.; The Forrester Wave™: IT Asset Life-Cycle Management, Q2 2009 - 10. April 2009)
"USU offers a complete suite of fully integrated solutions that closely follow the ITIL model of ITSM. Because all modules were designed by USU, they're on the same platform and are fully integrated."
(Gartner, Inc.; MarketScope for the IT Asset Management Repository, 2008 - 21. April 2008)
USU has been rated as a "leader" in the area of "Large Enterprise Service Desk Management Tools" and a "strong performer" in "Small Enterprise Service Desk Management Tools"
(Forrester Research Inc.; The Forrester Wave™: Service Desk Management Tools, Q2 2008 - April 7, 2008)
"USU offers a mature, competitive IT asset- and service-management toolset for medium-size and large customers."
(ECPweb.com Tools Manager, October 2007)