Effective service management is impossible without comprehensive and immediate service knowledge delivery, which is one of the reasons Pink Elephant selected Attivio to win its prestigious Product Innovation of the Year Award for 2014. If your Level 1 analysts cannot immediately access all the information needed to resolve an incident, you're incurring excessive service escalations, system downtimes, service level agreement penalties, frustrated customers, and higher service personnel turnover and training costs.
Attivio’s Service Knowledge Expert (SKE) solution gives your support teams a complete and intuitive view of all the information relevant to the immediate task at hand.
SKE integrates formal knowledge management systems and machine logs with every organic source of , including service management databases, documentation, wikis, SharePoint, email, websites and more.
SKE modules can be embedded into your existing service management tools, with key information extracted from an active ticket to seamlessly present the most relevant information, drawn from all sources, to quickly resolve the incident.
Creating an expert service knowledge system from scratch is usually a futile effort. With Attivio, we got a lot done very quickly. We unified all of our service information sources without having to build anything new. Attivio's Service Knowledge Expert makes implementing the ITIL framework worth the effort.
- Financial Services Case Study
Attivio Provides Intelligent Insight For Rapid Incident Resolution:
Identify, integrate and correlate all service information sources, with no advanced data modeling required
Present intelligent recommendations for IT incident resolution based on contextual analysis of information that’s most relevant to the incident
Analyze and manage every aspect of the support function with role-based business intelligence (BI) dashboards
Attivio Impact: Dramatically Reduced Service Costs and Improved Performance
Drive sharp cost reductions related to lower escalation rates (higher first-time fix), mean time to restore service, mean time between failures, service team turnover and more
Eliminate inefficient, manual information gathering and improve collision management
Easily access, discover and act upon all relevant information, expediting resolution, root cause analysis, problem solving, service changes and more
Get out of reactive "fire-fighting" support mode and into proactive, value-added support that achieves strategic organizational goals and objectives
Slash staff on-boarding time and boost job satisfaction