Attivio Wins Prestigious Pink Elephant Innovation of the Year Award

Service Knowledge Expert solution integrates and presents information from any source, from machine logs to email, transforming IT Support Knowledge Management and Delivery.

Attivio, creator of the Active Intelligence Engine® (AIE®), has won the 2013 Pink Elephant Innovation of the Year Award, for its Service Knowledge Expert (SKE) solution. The IT Excellence Award, which was presented February 17 at the organization's annual conference in Las Vegas, recognizes the product or service that has made the greatest contribution to IT Service Management (ITSM) in the past year.

"We are honored to be recognized with this prestigious award," stated Ali Riaz, CEO of Attivio. "The selection panel at Pink Elephant clearly recognizes that effective service management is impossible without comprehensive and immediate service knowledge delivery based on every available information resource. If support analysts don't have rapid access to all the information they need to resolve an incident, organizations suffer excessive escalations, system downtimes, service level agreement penalties and frustrated customers, as well as higher staff turnover and training costs."

Attivio's SKE gives support teams a one-stop, 360-degree view of all enterprise data and content relevant to a given incident, complete with proactive delivery of recommendations that are most likely to quickly resolve that incident. SKE integrates formal knowledge management systems and machine logs with every organic source of enterprise knowledge, including service management databases, documentation, wikis, SharePoint, email, websites and more.

SKE is powered by Attivio's Active Intelligence Engine (AIE), the leading unified information access (UIA) platform, which builds a hybrid, schema-less index of all information stores – regardless of source location, content, or format. In stark contrast to the traditional data warehousing approach, there is no need to pre-define complex data and workflow relationships – relationships that change with each new information source introduced.

"We had an impressive list of submissions and finalists for the 2013 Innovation of the Year Award," commented George Spalding, Executive VP at Pink Elephant. "Attivio's Service Knowledge Expert stood out for its ability to build a schema-less universal index of every information source, without the costly and rigid data modeling of a traditional data warehouse. We were greatly impressed with the results customers are achieving."

The selection criteria for the award included an in-depth product demonstration, as well as an evaluation of the business and IT problem addressed and the tangible and intangible benefits achieved by current customers.

Attivio SKE has the power to help organizations:

  • 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, SLA penalties 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