The software for your
IT self-service

Valuemation: Self-Service in IT Support
Intuitive operation and access to relevant information via self-service

Reduce the workload on IT support and users with an intuitive self-service solution

Valuemation creates a link between your end users and IT support IT by means of IT self service. All important information and support functions for end users are pooled in a single self-service portal.

Valuemation is thus always the first place for your end users to go to:

  • Input and tracking of the status of tickets (incidents and service requests)
  • Automatisc searches in the knowledge base
  • Notification of known incidents from IT
  • Communication by support chat
  • For desktop and mobile devices

Avoid disappointments for users

In many self-service solutions, users must actively decide to search in the knowledge base – and usually end up disappointed. They give up after a few attempts and contact IT support directly. The knowledge base’s potential remains untapped. That is why an automatic search in the knowledge base is conducted as part of IT self service with Valuemation.

Valuemation in IT self service means you benefit from

  • Quick and efficient resolution of common questions and problems
  • A sustained reduction in the volume of tickets
  • A high degree of satisfaction and acceptance among end users

In this white paper, you can learn how to avoid the most common mistakes in your self-service project.

Read the white paper now

On tablets and smarthphones: the right self-service app for every device
On tablets and smarthphones: the right self-service app for every device

Communicate more efficiently by support chat

"Conventional” support channels – a telephone hotline or ticket system – do not offer the fast response users want and cost too much time for both parties. That is why Valuemation also offers its users in IT self service the possibility of contacting IT support by chat.

Using the support chat in Valuemation means you benefit from

  • Quick, time-saving communication between users and IT support
  • Virtually synchronous communication with up to 4 users concurrently
  • Transfer of the chat dialog to the ticket for further processing
Notify users about incidents and maintenance work
Urgent messages are displayed as a pop-up on the screen of affected users.

Inform users about incidents and maintenance work

Actively notifying users about known incidents and maintenance work is an effective means of reducing the number of queries and problems reported to IT support.

Valuemation also reduces stress on users and IT support in the event of incidents by letting you

  • Send messages selectively to specific recipients (e.g. only to particular, locations, departments, user groups, etc.)
  • Display urgent messages as a pop-up on users' screen
  • Only display incident reports if the affected application is actually being used.
Notify users about incidents and maintenance work
Urgent messages are displayed as a pop-up on the screen of affected users.

Automatically collect data to enable quick fault diagnosis

In many support situations, fault diagnosis can be sped up if IT support is able to access system information from the user’s computer. That is why Valuemation automatically collects relevant data and attaches it to the ticket along with a screenshot of the user interface.

IT support can identify the user’s problem faster because

  • The screenshot shows how the problem manifests itself to the user
  • The system information shows the system's status at the time of the problem
  • That means IT support no longer needs to get back to the user with questions.
Valuemation: system information supports diagnosing problems
Relevant system data is captured from the user's computer and attached to the ticket.

Automatically collect data to enable quick fault diagnosis

In many support situations, fault diagnosis can be sped up if IT support is able to access system information from the user’s computer. That is why Valuemation automatically collects relevant data and attaches it to the ticket along with a screenshot of the user interface.

IT support can identify the user’s problem faster because

  • The screenshot shows how the problem manifests itself to the user
  • The system information shows the system's status at the time of the problem
  • That means IT support no longer needs to get back to the user with questions.

More information

Recorded webinar

Fewer tickets and more support with IT self service

Watch now

Expert information

Specialist articles and white papers on the subject of IT self-service

Download now

Product information

Objectives, functions and benefits of the Valuemation solution for IT self service

Download now

Any questions?

We’ll be pleased to provide you with more information or put you in touch with a product expert.

I want to learn more

Your contact

Martin Landis
Executive Marketing Manager

+49 7141 4867-220
ml(at)usu.de

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Try out the service management software Valuemation for yourself – free of charge and without obligation.

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