Cut Incident Resolution Time, Lower Cost-Per-Ticket and Boost Performance

Despite advances made through adoption of the ITIL framework and IT services management tools, organizations still face unacceptable incident resolution times, escalation rates, staff frustration and support costs. In order to resolve issues and address problems, support staff typically must access multiple silos of information - not just the structured data that ITIL and ITSM tools address, but content from system logs, vendor documentation, wikis, PDFs, SharePoint, websites and more.

The result is prolonged downtimes that lead to lost sales, dissatisfied customers, violated service level agreements (SLAs), and lower service team morale with high turnover and hefty training costs.

Attivio's IT Knowledge Expert resolves these issues by replacing time-wasting manual efforts with a unified view into all relevant information - documents and databases alike - that is easy to access and explore. Fully complementary and easy to integrate with existing enterprise systems, IT Knowledge Expert unifies, correlates and presents all relevant information on demand in ways traditional solutions cannot match.

Problem

• Poor service management performance often due to poor knowledge management resources and practices
• Substantial time wasted by manual efforts to gather and correlate all information relevant to a service issue from multiple silos
• Long mean times to resolution (MTTR),excessive, costly service escalations and other poor service metrics
• Staff frustrations result in high turnover and constant re-training costs
• Unresolved incidents, problems and system changes place companies at risk for loss of revenue, customer satisfaction, company reputation

Solution

• Attivio's IT Knowledge Expert ends unacceptable service performance by providing service knowledge management with the flexible power of unified information access (UIA).
• Enables easy, secure access, navigation and discovery of all information relevant to a service management issue, combined and correlated from information silos throughout the organization, including:
  • Service databases (known errors, incident/problem/change data, configuration management data, etc.)
  • System metrics data
  • Application log files (XML, TXT, etc.) including conditions before, during, and after an incident/problem
  • Application manuals, programming documentation, wikis, email and file documents of all types (PDF, MS Word, MS Excel, Visio, etc.) anywhere within or external to the organization, including SharePoint repositories, content management systems, websites, RSS feeds, etc.
  • Personnel databases identifying subject matter experts and key system stakeholders...and much more
• AIE schema-less index ingests, indexes, dynamically joins and presents all relevant service information, on demand
• Advanced text analytics ensure findability and joinability of all data and content from disparate information silos
• Fully complimentary and non-invasive to existing service management solutions and information infrastructures

Attivio Impact!

• End frustrating, time-wasting manual information-gathering that cause poor service performance, high turnover, SLA violations, needless costs and impaired competitiveness
• Easily access, discover and act upon all information relevant to a given service issue, expediting incident resolution, root cause analysis, problem solving, system changes and more
• Dramatically reduce mean time to resolution (MTTR), service escalations, service team turnover and more, while maximizing the efficiency of all service resources - for a new standard of service excellence
• Achieve strategic goals, including continuous improvements, proactively identifying potential SLA violations; adopting and implementing new technologies and more
• Monitor service improvements over time with performance trending analysis and other custom views