Attivio’s IT Knowledge Expert Improves Support Staff Service Performance, Reduces Cost Per Ticket

Unified unifies unstructured, structured data together, replacing inefficient, manual hunt-and-gather efforts.

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The challenge of managing IT incidents is draining IT staff resources, wasting money, and slowing down the resolution process. Attivio, creator of the Active Intelligence Engine (AIE), a unified information access platform, has shipped IT Knowledge Expert, a single, aggregated. and fully connected view into all relevant support information. IT Knowledge Expert presents all unstructured content and structured data in one dashboard to resolve IT incidents faster; reduce cost per ticket, number of tickets, and service-level agreement (SLA) penalties; and ease the burdens of high employee turnover that plague the IT support industry.

Despite advances made through adoption of the IT Infrastructure Library (ITIL) framework and IT services management (ITSM) tools, support analysts typically must access multiple silos of information to resolve issues. They must examine structured data that ITIL and ITSM tools address as well as content from system logs, vendor documentation, wikis, PDFs, SharePoint, Web sites, and other sources.

The result is prolonged downtimes that lead to lost sales, dissatisfied customers, violated SLAs, and low service-team morale that ultimately leads to hefty training costs for new hires.

Attivio’s IT Knowledge Expert breaks down these silos and easily integrates with existing enterprise systems, enabling secure access, navigation and discovery of all information relevant to a service management issue, including:

  • Service databases (known errors, incident/problem/change data, configuration management data, etc.)
  • System metrics data
  • Application log files (XML, TXT, etc.) including conditions before, during, and after an incident/problem
  • Application manuals, programming documentation, wikis, e-mail messages, and file documents of all types (PDF, MS Word, MS Excel, Visio, etc.) anywhere within or external to the organization, including SharePoint repositories, content management systems, Web sites, and RSS feeds
  • Personnel databases identifying organizational profiles, subject matter experts, and key system stakeholders

Best practices and recommendations for the convergence, joining and presentation of enterprise information with high levels of volume, velocity, variety and complexity are discussed in a new Attivio IT Knowledge Expert white paper available here.

Additional information is available at

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