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About the Self-Service

IT Self-services generally provide customers with a simple and direct way of getting answers to a variety of questions and issues using a dedicated help desk website called a portal.

USU Self-Service brings efficiency to your help desk through the following methods:

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Avoiding tickets by providing knowledge

  • Provide users with an easy access to the frequently used solution descriptions.

  • Let the chatbot guide your users to the solution in a dialog.

  • Send out notifications about known IT disruptions (Alerting).

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Automated remediation of disruptions

  • Open the right place in Windows for problem solving by the user.

  • Execute services locally for automated problem analysis and elimination.

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Incident reporting by the user

  • Users creates tickets for themselves or for another person.

  • Enrich the ticket automatically with already given answers and performed actions.

  • Support the communication about the existing tickets.

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Service requests

  • Access service offerings in the Service Shop.

  • Provide descriptions of ordering processes.

  • Automatically forward tasks to the right people.

Main objectives of the IT Self-Service are:

  • Reachable also outside the service hours of the Help Desk

  • All IT self-service concerns can be addressed at a central location

  • Access via various end devices (PC, laptop, tablet, smartphone...)

  • Intuitive usability

  • Flexibility for different user types

    • Less IT-savvy users: Narrowing down the issue via dialog and being guided to the solution.

    • Power users: Directly access the possible solution or desired action.

In this section: