Technology Category
- Application Infrastructure & Middleware - Data Visualization
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Use Cases
- Inventory Management
- Time Sensitive Networking
Services
- System Integration
About The Customer
USU is a leading vendor of IT and knowledge management software in Europe. The company is headquartered in Möglingen, Germany, and delivers award-winning software solutions to automate service and support processes for companies in a wide range of sectors all over the world. USU's aim is to deliver greater value to its customers by enhancing the built-in analytics capabilities of its software solutions. The company is committed to empowering its customers’ business users by enabling them to build reports and visualizations without needing the help of technical experts.
The Challenge
USU, one of Europe’s largest vendors of IT and knowledge management software, was looking to enhance its software solutions by improving their built-in analytics capabilities. The company aimed to provide more flexible reports and visualizations that would support on-demand ad hoc analysis and forecasting of process performance. They wanted to empower their customers’ business users by enabling them to build these reports and visualizations without needing the help of technical experts. The key challenge was to find a comprehensive data integration, data analysis, and front-end data visualization solution from a single vendor that would be easy to integrate into its software portfolio.
The Solution
After a thorough vendor evaluation process, USU selected Hitachi Vantara's Pentaho suite as the foundation for its new analytics features. USU chose Pentaho Data Integration as its back-end extract, transform, load (ETL) tool, and Pentaho Business Analytics to power ad hoc analysis and reporting. Working together with Hitachi Vantara, USU integrated advanced analytics features from the Pentaho suite into its USU Analytics solution for IT and enterprise service management. USU used its experience and deep knowledge of IT service management best practices and standards such as ITIL v3, COBIT and ISO 20000, to ensure that all relevant information is captured. Important metrics on business process performance include cycle time, the number of created support tickets, response times, solution times and error frequency. Seamless integration with Pentaho Business Analytics lets customers monitor and analyze these metrics in near real time.
Operational Impact
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