ETH Zürich

Overview

Industry: Public institution

Customer since: November 2013

Region: Europe

User: approx. 26,000

Summary:
ETH Zurich is one of the leading international universities for technologies and the natural sciences with well-known graduates, such as Albert Einstein.

OMQ self service and OMQ plug-in in use

ETH Zurich is one of the leading international universities for technologies and the natural sciences. Founded in 1855, ETH Zurich today has more than 18,500 students from over 110 countries, including 4,000 doctoral students. Well-known graduates are, for example, Albert Einstein and Georg Cantor. Currently, over 500 professors are teaching and carrying out research at the university. The OMQ plug-in and OMQ self-service serve as a cross-departmental solution for the internal knowledge management of ETH Zurich.

Realisation

Besides an on-site installation of the OMQ plug-in and the OMQ self service, the OTRS plug-in was installed. By means of the web-based ticket system OTRS all requests can be gathered, classified, saved and easily processed. Therefore, on the basis of different data of the request and the form interaction tickets are automatically directed to the correct location. Thereby, it doesn't matter whether the processing is performed through an internal information service or a department. The OMQ products support internal processes. Consequently, the so-called Smart Desk facilitates employees and students to answer questions and problems of the IT-services. These are, for instance, email, groupware, web services, and technical problems in lecture halls, multimedia, institutions or for the installation of important applications. Every request from staff and students will be automatized. The OMQ plug-in analyses the entered text and directly presents suggested solutions or tips in real time.