USU Self-Service Portal introduction
As an extension of USU Service Management, the USU Self-Service Portal serves both the users who prefer resolving issues independently and those who want to contact the support team directly.
Following the USU Self-Service key methods, the addresses four main dimensions:
Avoiding tickets by providing knowledge
Incident reporting by the user
Automated remediation of disruptions (self-help actions)
Handling service requests (USU Shop)
To support these dimensions, Self-Service Portal includes several different components:
This modular approach to the customized self-service means that there are different components available for selection. Customers can choose and combine components based on their specific requirements to create a tailored self-service solution. For example, a customer can configure the portal to include a Ticket creation but exclude the Chatbot (among other possible combinations).
Note
The selection of modules also depends on the objective, user groups and maturity level of the IT organization as well as on the existing tools.