Enterprise Support Automation for Remedy ITSM Self-Healing Self-Service

Enterprise Support Automation for Remedy ITSM Self-Healing Self-Service Assisted Service confidential document

What is Tific? Tific is a second-generation support automation solution designed specifically for Windows end users. – Automatically detects and resolves Windows client-side computing problems through automated self-healing – Simplifies end-user self-service to increase the success rate of end users solving problems without assistance – Shortens call duration for the service desk agent and improves problem resolution success rate through assisted service – Simplifies the development and maintenance of support content (automated knowledge), lowering support engineering costs and shortening the delivery time confidential document

Service Support Value Chain Support Automation Address Each Level 0 Automated Service Self Healing Self Service Problems are identified and resolved automatically before impacting the end user or the user is guided through a remediation process using a smart wizard – eliminating calls to the service desk Level 1 Basic Assist Remote Takeover Assisted Service Instant Chat –No download Level 2 Provides incident intelligence to lower call-handling time and improve first call resolution Level 3 Desk side Assistance – can assist with automation tune up & reporting Advanced Assist On-site service confidential document

Support Automation and BMC Self Service Knowledge Management Tific Automation Suite Service Request Management BMC Remedy ITSM Desktop Capture Tific SAC Assisted Service confidential document

Tific Automation Suite for Remedy ITSM Employee Dashboard Application Launchpad System Health Green PC Status Latest News Alerts Ticket Status Information Self Service Search Self Healing Self Service Expert Toolkit Interface Compliance Performance Support Notifications Migration Suite SOE Software Enforcement Application Optimizations Identity Management Support Service Outages System Settings & Configuraion Backup PC Security Enforcement Scheduled Backups Windows Updates Memory Usage HDD Optimization Browser Optimization Optimal Network Settings Device Management Application Support Registry Clean Up Power Management Desktop Cleanup Compliance Ticketing System Integration Announcements System Settings & Configuration Restore confidential document

Sample Support Cost Summary Primary modifications from earlier versions: 1. Reduction in total incident assumption (-26%) 2. Reduction in Level 3 incident assumption (-50%) • Reduction attributed to current cost savings efforts led by Steve Osborne 3. Level 1 & 2 savings will be based on variable cost only (67% of total cost). confidential document

Automation of Top Call Drivers – July Montreal Typical Incident Categories / Volume Total July: 15, 319 | Top Ten Call Drivers: 12, 213 (80% of Total) Top Ten Problem Categories - July 6000 5146 5000 4000 2977 3000 2000 1226 792 1000 717 445 428 202 166 114 Desktop Instant messaging Printer 0 System Password reset Email Software General Inquiry Wrong number Mobile Support Automation targets 70% of Total confidential document

Financial Summary Projected Annual Net Savings $1. 0 M 9% Annual Net Savings Investment Summary Operational Monthly Gross Savings - Self Healing: 2, 100 Incidents per month (5%) - Assisted Service: Improvements - Introduce Chat based support channel: 20% of call vo - Increased Resolution Rate: 5% for both L 1 & L 2 - Reduction in AHT: 10% for both L 1 & L 2 confidential document

Tific Support Automation for Remedy ITSM Typical Support Automation Use Cases confidential document

Self Healing Automate and proactively diagnose issues found on the end point PC - ultimately fixing the problem with or without end user interaction. Example: User Connectivity Interrupted Connectivity Error (Browser 404) Tific detcts the problem and prompts User for action Tific fixes the Connectivity Issue (Call Deflected / Close Ticket Created) confidential document

Self Healing Automate and proactively diagnose issues found on the end point PC - ultimately fixing the problem with or without Other Self Heal Use Cases end user interaction. 1. Repair Email Account Settings Example: User Connectivity Interrupted 2. Detect & Restore Bad VPN Configuration 1. Automate Password Reset for 3 rd Party Applications and Services Connectivity Error (Browser 404) Tific detcts the problem and prompts User for action Tific fixes the Connectivity Issue (Call Deflected / Close Ticket Created) confidential document

Self Service Self sufficient resource for end users to search and locate environment specific information needed to work through complex problems. Solutions can be manual or automated. Example: Slow PC Performance Tific Background Task Detects symptoms of slow PC Performance User is directed to the Tific client and presented a self service PC Tune Up Flow confidential document

Self Service Self sufficient resource for end users to search and Other Self Service Use Cases locate environment specific information needed to work through complex problems. Solutions can be manual or 1. Assist Employee with IDM Enrollment automated. 2. Provide Manual & Automated assistance of Example: Slow PC Performance LAN based devices (e. g Printers) 3. Detect employee side connectivity problems and provide solution walkthrough 4. Automate the Setup of Wireless Networks Tific Background Task Detects symptoms of slow PC Performance User is directed to the Tific client and presented a self service PC Tune Up Flow confidential document

Notifications End point notifications are based on deep targeting of the system environment providing a channel for internal organizations to update their user base in attempts to provide information and proactively deflect calls. Example Notifications: confidential document

Assisted Service Support Analyst Console confidential document

Overview Support Analyst Console An integrated interface specifically targeted for the support technician to assist the end user with complex PC related problems. This solution acts as an aggregator for information and is also capable of wrapping the interface for 3 rd party applications and ticketing systems. confidential document

Support Analyst Console Search End User Device Map Remedy Integration End User System Information Knowledge Articles, Wizards & Autofixes Latest Changes made to End User PC confidential document

Support Analyst Console for Remedy ITSM Technician Dashboard End User System Info & Notifications End User LAN Map End User Ticket Information Agent Open Ticket Information Create / Modify Ticket Form Knowledge Base Search 3 rd Party Components (Chat, RC) Automation Assisted Service Compliance Application Optimizations Support Notifications Software Enforcement Memory Usage Identity Management Service Outages HDD Optimization Network Settings End User Compliance Optimal Network Settings Device Management End User PC Warnings PC Clean Up Application Support Call Center Broadcasts PC Security Enforcement Scheduled Backups Windows Updates Power Management Ticketing System IDM KM Chat CTI Remote Control Supported 3 rd Party Integrations confidential document

Assisted Service Example: Unable to Connect to Default Printer User attempts to print and is presented with an error. Unable to resolve the issue on their own, the User calls the IT Help Desk The Help Desk Agent identifies a recent change to the default printer and sends a fix to the user through email confidential document

Assisted Service Other Assisted Service Use Cases Example: Unable to Connect to Default Printer 1. Streamline assisted Password Reset for the Corporate Benefits Portal 2. Email an Employee an Auto. Fix solution that downloads and install updated Backup Software The Help Desk Agent 3. Assist the. Unable to resolve the issue on employee with IDM enrollment identifies a recent change to the default printer and sends their own, the User calls the a fix to the user across through. ITa singular Tific interface through email Help Desk User attempts to print and is presented with an error. confidential document

Customers / Pipeline confidential document

Why consider buying now? #1 business driver in today’s economic environment is to save money — so reducing IT operational expense is a high priority With Tific for Remedy ITSM, customers can immediately and dramatically reduce the cost of IT service support 1. 2. 3. 4. 5. Reduce service desk call volume from 20% to 40% Decrease service desk call time from 10% to 30% Shorten the delivery time of support automation Lower the cost to develop support knowledge Improve end-user productivity and satisfaction confidential document

Enterprise Support Automation for Remedy ITSM Self-Healing Self-Service Assisted Service confidential document