This characterizes the software solution
With USU IT & Enterprise Service Management, all service processes can be mapped, controlled and optimized throughout the company.
The ITIL®-certified product suite is used in the IT area of large and medium-sized companies as well as by IT service providers. The USU software not only covers the usual ITSM processes, but also offers more advanced modules – e.g. for software license management, IT financial management, infrastructure and business service monitoring, customer relationship management, innovation management, IT analytics, etc. In addition to IT, other service areas such as HR/Personnel, Facility Management and Customer Service are also supported.
- Monitoring & Event Management
- Incident Management
- Service Request Management
- Problem Management
- Service Catalogue Management
- Service Level Management
- Capacity & Performance Management
- Availability Management
- Service Continuity Management
- Information Security Management
- Change Enablement
- Relationship Management
- Deployment Management
- Release Management
- Knowledge Management
- Service Financial Management
- Measurement & Reporting Management
- Service Configuration Management
- Supplier Management
USU IT & Enterprise Service Management is a product suite that is divided into individual modules or components. The license price per module is based on the number of “Qualified Desktops”.
Qualified Desktops are all computers (PCs, laptops, workstations, etc.) that are the property of the entity concluding the License Agreement or have been made available to it on a long-term basis as part of a leasing, rental, outsourcing or similar legal relationship. Qualified Desktops do not include computers that are intended to be used as servers and are not used as workstations (e.g., a web server or mail server or a mainframe), systems that are intended to use line-of-business software only (specialized software, such as billing or point-of-sale software, or similar), or systems that run an embedded operating system (e.g., Windows 9.x for Embedded Systems, Windows XP for Embedded Systems). The number of entries in the system table is decisive.
USU IT & Enterprise Service Management is offered as a purchase license (unlimited software transfer) and as SaaS (software transfer for a limited period of time).
Available License Models
USU IT & Enterprise Service Management can be operated “on-premise” in a customer data center or as SaaS in the USU data center. Regardless of the location, USU offers operational support services as part of a SaaS contract or as a service on a time and materials basis.
It is possible to switch between the operating models at any time: for example, you can start quickly with the SaaS version of your ITSM tool from the cloud and only later decide to use the on-premise version. Or you can start with the on-premise version and only later outsource operations to the cloud.
Available operating Models
- Public Cloud (Deutschland)
- Public Cloud (International)
- Private Cloud
Where is the software used? - References
We have been a reliable and innovative partner in IT and enterprise service management for more than 40 years.
USU software is used by numerous medium-sized and large companies. Well-known references and long-standing customer relationships are proof of our ability to map our customers’ requirements with optimally suited software solutions.
Examples of our references include Alte Leipziger Lebensversicherung, ARBURG, Basler Versicherung, Bechtle, Bilfinger, BITBW (IT Baden-Württemberg), BMW, Bundesagentur für Arbeit, C&A, Datagroup, Deutsche Telekom Technik, Deutsche Leasing, Die Schweizerische Post, Festo, Fiducia & GAD, gkv informatik, Hamburg Süd, Hansgrohe, Jungheinrich, Canton Zurich, Lanxess, LVM, Mahle, MTU Aero Enginges, Müller Holding, Poste Italiane, Robert Bosch, Rolls Royce Power Systems, RUAG Defence, Stuttgarter Versicherung, T-Systems Austria, Trenitalia, Trumpf and many more. and many more.
Do you need help? - Support
Depending on your chosen operating model, you will receive free support for USU software as part of your license maintenance contract. The highly qualified employees at the USU Support Center will be happy to act as your central point of contact for any questions you may have about USU products. We’ll make sure that you can use your software effectively at all times!A maintenance contract gives you the security of knowing that your software is up to date with respect to your licensed product version. The USU Support Center ensures maximum availability of your software. Your questions and problems will be solved or answered promptly and efficiently.
This is what a maintenance contract with standard support offers you:
- Contact by phone or WebTicket (preferred method).
- Ticket opening (unlimited) via WebTicket.
- Callback service for reported tickets.
- Support by phone and WebConference for questions about operation as well as installations and updates.
- Ticket acceptance and processing by FirstLevelSupport with callback service.
- Answering questions from users and administrators about operation and configuration.
- Troubleshooting by Second and ThirdLevelSupport and assistance by highly qualified experts.
- Support during installation, taking into account the specification and system requirements.
- Regular status updates on open tickets.
- Information on updates and hotfixes and their provision for downloading.
- Coordination of requests and service orders with USU departments (consulting, product management, etc.).
- Service hours: Monday to Friday from 8 a.m. to 5 p.m.
- Support languages: German, English
Always up to date - training courses
Our training spectrum includes product/module-related training for users and system administrators.
The training concept offers separate, highly practical training courses for each user group. In the training sessions, we familiarize you with the operation, functionality and technical aspects of the product suite. Users as well as administrators learn in specific trainings within a short time how to use the software safely.
We will gladly adapt the training content to your individual requirements and wishes. We also offer to conduct training courses, seminars and workshops directly in your company.
YOU NEED HELP WITH TOOL EVALUATION?
Software solutions are important for the successful implementation of service management processes in practice. The right tool ensures that people accept and can apply the processes. Take advantage of our years of experience and absolute neutrality when it comes to evaluating the right ITSM or PM software solution.