Hitachi Vantara (Hitachi) > Case Studies > USU Empowers Businesses With Simple, Self-Service Analytics

USU Empowers Businesses With Simple, Self-Service Analytics

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Technology Category
  • Application Infrastructure & Middleware - Data Visualization
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
Use Cases
  • Inventory Management
  • Time Sensitive Networking
  • 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
  • USU has successfully added engaging analytics features to its solution portfolio by integrating Hitachi Vantara’s Pentaho platform. By gathering and integrating data from disparate systems across the IT and other enterprise processes, the USU Service Management and USU License Management (SmartTrack) solutions deliver a single, 360-degree view of operational data. The self-service analytics features empower all users — regardless of technical ability — to analyze data in more detail. Using USU Analytics, IT and other departments are much better equipped to identify and resolve issues and potential bottlenecks in enterprise business processes. The solutions from USU save time and effort, enabling departments to process requests from the business faster and streamline operations.

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