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Efficient problem management means quickly identifying the causes of problems and correcting them within the shortest possible time. Additionally, specialized questions require professional answers. No matter who handles the case - the front office, a specialist or an expert in third-level support - these answers must be of consistently high quality.
The Valuemation Problem Manager will enable you to analyze potential or actual faults and malfunctions and identify their causes. You'll detect problems faster and better understand the relationships between faults/malfunctions and their causes. The quality and availability of your service operations will continuously increase because you now have a proven system in place for permanently solving problems by preventing their recurrence.
To make expert knowledge accessible and usable by non-experts, all service personnel need full access to known solutions. By using the USU KnowledgeCenter as an optionally integrated solutions database the problem-solving process can be shortened dramatically. With it, all relevant data sources can be searched in parallel with only one search query. 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 Problem Manager, you can:
- Increase the productivity of your service desk by applying standardized, automated and ITIL®-compliant processes
- Avoid recurring faults and malfunctions by conducting thorough analyses of their causes
- Proactively detect and correct faults and malfunctions before they're even noticed by users or can cause service outages
- Find solutions faster and more efficiently 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 Problem Manager, the following modules are also available:
- Incident Manager for accelerated recording, prioritization and processing of fault reports/service requests
- 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)
You can download recent evaluations by analysts free of charge. |
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