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

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Presentation on theme: "Confidential document Enterprise Support Automation for Remedy ITSM Self-Healing Self-Service Assisted Service."— Presentation transcript:

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

2 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

3 confidential document Service Support Value Chain Support Automation Address Each Level Level 0 Automated Service Level 0 Automated Service Desk side Assistance – can assist with automation tune up & reporting Level 3 On-site service Level 3 On-site service Provides incident intelligence to lower call-handling time and improve first call resolution Provides incident intelligence to lower call-handling time and improve first call resolution Level 1 Basic Assist Level 2 Advanced Assist Level 1 Basic Assist Level 2 Advanced Assist Instant Chat –No download Remote Takeover Assisted 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 Self Healing Self Service

4 confidential document BMC Remedy ITSM Support Automation and BMCKnowledgeManagementKnowledgeManagement DesktopCaptureDesktopCapture ServiceRequestManagementServiceRequestManagement Remote Control / Chat Remote TificAutomationSuiteTificAutomationSuite TificSACTificSAC Self Service Assisted Service

5 confidential document Tific Automation Suite for Remedy ITSM Self Service Self Healing Employee Dashboard Expert Toolkit Interface

6 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).

7 confidential document Automation of Top Call Drivers – July Montreal Total July: 15,319 | Top Ten Call Drivers: 12,213 (80% of Total) Typical Incident Categories / Volume Support Automation targets 70% of Total

8 confidential document Financial Summary Investment Summary Monthly Gross Savings - Self Healing: 2,100 Incidents per month (5%) - Assisted Service: - Introduce Chat based support channel: 20% of call volume - Increased Resolution Rate: 5% for both L1 & L2 - Reduction in AHT: 10% for both L1 & L2 Projected Annual Net Savings $1.0M 9% Annual Net Savings Operational Improvements

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

10 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)

11 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) Other Self Heal Use Cases 1.Repair Account Settings 2.Detect & Restore Bad VPN Configuration 1.Automate Password Reset for 3 rd Party Applications and Services Other Self Heal Use Cases 1.Repair Account Settings 2.Detect & Restore Bad VPN Configuration 1.Automate Password Reset for 3 rd Party Applications and Services

12 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

13 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 Other Self Service Use Cases 1.Assist Employee with IDM Enrollment 2.Provide Manual & Automated assistance of LAN based devices (e.g Printers) 3.Detect employee side connectivity problems and provide solution walkthrough 4.Automate the Setup of Wireless Networks Other Self Service Use Cases 1.Assist Employee with IDM Enrollment 2.Provide Manual & Automated assistance of LAN based devices (e.g Printers) 3.Detect employee side connectivity problems and provide solution walkthrough 4.Automate the Setup of Wireless Networks

14 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:

15 confidential document Support Analyst Console Assisted Service

16 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 3rd party applications and ticketing systems.

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

18 confidential document Support Analyst Console for Remedy ITSM Assisted Service Automation Compliance Software EnforcementPC Security EnforcementScheduled BackupsWindows UpdatesPower Management Application Optimizations Memory UsageHDD Optimization Optimal Network Settings PC Clean Up Support Identity ManagementNetwork SettingsDevice ManagementApplication Support Notifications Service OutagesEnd User ComplianceEnd User PC WarningsCall Center Broadcasts Technician Dashboard End User System Info & Notifications End User LAN Map End User Ticket Information Create / Modify Ticket Form Agent Open Ticket Information Knowledge Base Search 3 rd Party Components (Chat, RC) Supported 3 rd Party Integrations Ticketing SystemIDMCTI Remote Control KMChat

19 confidential document Assisted Service 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 Example: Unable to Connect to Default Printer

20 confidential document Assisted Service 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 Example: Unable to Connect to Default Printer Other Assisted Service Use Cases 1.Streamline assisted Password Reset for the Corporate Benefits Portal 2. an Employee an AutoFix solution that downloads and install updated Backup Software 3.Assist the employee with IDM enrollment across through a singular Tific interface Other Assisted Service Use Cases 1.Streamline assisted Password Reset for the Corporate Benefits Portal 2. an Employee an AutoFix solution that downloads and install updated Backup Software 3.Assist the employee with IDM enrollment across through a singular Tific interface

21 confidential document Customers / Pipeline

22 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. Reduce service desk call volume from 20% to 40% 2. Decrease service desk call time from 10% to 30% 3. Shorten the delivery time of support automation 4. Lower the cost to develop support knowledge 5. Improve end-user productivity and satisfaction

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


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