Tific Confidential 1 Overview Tific Support Automation Products

Tific Confidential 2 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 More then seventy million desktop’s currently being managed.

Tific Confidential 3 Content Creators / Administrators User Facing Applications Product Topology Support Automation Suite (SAS) End User Client Application Support Automation Suite (SAS) End User Client Application Support Analyst Console (SAC) Agent Facing Client Application Support Analyst Console (SAC) Agent Facing Client Application Discovery Analytics & Reporting Discovery Analytics & Reporting Creator Graphical Content Development Environment Creator Graphical Content Development Environment Tific Application Server Support Automation Suite (SAS) Supported Use Cases Self Heal Self Service Notifications Support Automation Suite (SAS) Supported Use Cases Self Heal Self Service Notifications Support Analyst Console (SAC) Supported Use Cases Assisted Service Notifications Support Analyst Console (SAC) Supported Use Cases Assisted Service Notifications

Tific Confidential 4 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 Problem Management

Tific Confidential 5 Problem Management Tific SAS / SAC System Information Applications & Usage Hardware / Software Changes Knowledge Usage Data Collection Tific Discovery Usage Data Report User Feedback Loop Top Errors Root Cause Analysis Tfic Creator GUI Based Content Development Consistent Distribution Model Targeted Content Support Automation Development Trouble Tickets Data Collection Excel SQL Queries 3 rd Party Tools Root Cause Analysis Complicated Scripts and Batch Files Varied Deployment methods Little or no Automation Job Development Built with Problem Management In Mind!Typical drivers for Problem Management

Tific Confidential 6 Use Case Support Tific Product Overview

Tific Confidential 7 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 detects 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

Tific Confidential 8 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 Employee is presented a self service PC Tune Up Flow Employee is experience slow PC performance. Tific SAS allows them to search for a solution. Other Self Service Use Cases 1.Assist Employee with IDM Enrollment 2.Provide Manual & Automated assistance of LAN based devices (e.g Printers) 1.Automate the Setup of Wireless Networks 2.Targeted Application How-To’s Other Self Service Use Cases 1.Assist Employee with IDM Enrollment 2.Provide Manual & Automated assistance of LAN based devices (e.g Printers) 1.Automate the Setup of Wireless Networks 2.Targeted Application How-To’s

Tific Confidential 9 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.Built in warning quickly identifies a driver conflict based a user system data and driver version, Agent sends user a Fix for the solution 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.Built in warning quickly identifies a driver conflict based a user system data and driver version, Agent sends user a Fix for the solution

Tific Confidential 10 Notifications End point notifications are based on deep targeting of the system environment providing a channel for internal organizations to update their user base regarding known issues and proactively deflect calls.

Tific Confidential 11 Support Automation Suite End User Self Heal/Self Service

Tific Confidential 12 Overview Support Automation Suite A unified experience to address the complexities of PC support and reduce the overall costs to your organization through Self Healing, Self Service and Assisted Support

Tific Confidential 13 Support Automation Suite Content Framework Self Service Self Healing Compliance Software Enforcement PC Security Enforcement Scheduled BackupsWindows Updates Power Management Performance Application Optimizations Memory UsageHDD Optimization Optimal Network Settings PC Clean Up Support Identity Management Network Settings Device Management Application Support Notifications Service OutagesComplianceAnnouncements Migration Suite System Settings & Configuraion Backup System Settings & Configuration Restore Employee Dashboard Supported 3 rd Party Integrations Ticketing SystemIDM Remote Control KMChat Application Launchpad System HealthGreen PC StatusLatest NewsAlerts Ticket Status Information Self Service Search Expert Toolkit Interface ”Under the Hood” Flowchart VM System accessTransactionalWMIRegistryFileSystemNormalActionsHTTP(S) Persistant storage User interface engineWindowsFlashLogLocalServer Information reduction Priveliege escalation Cache Integration

Tific Confidential 14 OS Support Coming Soon…

Tific Confidential 15 Support ANY Languge

Tific Confidential 16 System Information

Tific Confidential 17 Content Search

Tific Confidential 18 Self Healing Automation Starred Graphic Indicates Successful Fix Result Tific Background Task is able to detect the 404 error from the browser and validate the error. The user is then directed down the path of Self Healing – leading to success and Call Deflection and a “resolved” ticket created. User clicks refresh on the Browser

Tific Confidential 19 Self Service Support Tific Detects that Internet Explorer is Already Running and corrects user behavior Result User has successfully completed a complex set of task that could easily have resulted in a call through a series of easy to follow Self Service instructions and a “resolved” ticket is created

Tific Confidential 20 Ticketing Integration Result The ability of the Support Automation Suite to integrate with Remedy allows the End-User to create Support Tickets as well as view and receive notifications on open ticket status all through a consistent channel.

Tific Confidential 21 Support Automation Suite FAQs File Size Typically less than 3MB For initial installation Communication Port 80 (HTTP / HTTPS) No Browser dependency! User Interface is Native to The Operating System Out of the box content Supports the applications You want right from the start Monitoring and Detection Watch key system indicators and applications for problems and direct the User down a path of success

Tific Confidential 22 Support Analyst Console Assisted Service

Tific Confidential 23 Overview Support Analyst Console An integrated client 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.

Tific Confidential 24 Technician Console Content Framework Self Service Automation Compliance Software EnforcementPC Security EnforcementScheduled BackupsWindows UpdatesPower Management Performance 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 ”Under the Hood” Client Application End user selection Standard modules End user information End user historyTop SolutionsArticlesSearch Information reduction Difference engine Custom content modules Technician Portal Repository End usersEnd user environmentArticles and wizards Integration IMS/CRMBusiness services

Tific Confidential 25 Support Analyst Console Knowledge / Automation Search Remedy Integration Latest Changes made to End User PC End User System Information Notifications & Warnings User Search

Tific Confidential 26 Technician Portal Support for Simultaneous Incidents Knowledge Articles, Wizards & Autofixes

Tific Confidential 27 Assisted Service User is unable to connect to the group shared drive Agent notices in the warnings that the users computer does not have the auto configuration script for the proxy Clicking the warning automatically suggest the appropriate content to fix the problem Agent has the option to Send the Fix to the User (if the User is connected) Result Thanks to the information provided by Tific Technician Portal, the agent is able to quickly identify the issue and send the fix directly to the user – dramatically reducing the AHT of the call

Tific Confidential 28 Support Analyst Console FAQs Detailed System Metrics Quick reference to system Metrics for all endpoints Warnings simplify triage Configure warnings to help agents quickly troubleshoot recurring problems Installed Applications A full list of installed applications for each user is readily available. Environment History Readily available information on what has changed can help pinpoint problems Out of the box support for BMC Remedy ITSM

Tific Confidential 29 Extending Tific Products Integrations

Tific Confidential 30 Chat Integration Chat sessions for 3 rd Party applications can be started or even embedded within the Support Analyst Console – allowing the Tific product to capture events directly to the active ticket worklog User Account Integration Active Directory, LDAP or other account systems are easily Integrate with the Tific Support Analyst Console through existing web services and APIs – bringing all of your user related data to the agent right from the start of a Support Session. Information when you need it By integrating with existing CTI systems, the Support Analyst Console can prepopulate End User information as the agent receives the support call. Password Reset has never been easier Utilizing agent level access to existing Identity Management Solutions – account lockout and password reset can be one click away – drastically reducing the time required troubleshoot these top call drivers. Remote Control Starting a remote control session has never been easier – as long as an API exists with your 3 rd Party Remote Control solution, the Support Analyst Console can start a session directly within the existing interface – tracking the activity within the ticket work log. Ticketing Systems Out of the box support for Remedy ITSM comes standard, but we don’t stop there. Tific Support Automation Products can integrate with any 3 rd Party ticketing system that has an available API.

Tific Confidential 31 Tific Support Automation Suite – Expert Toolkit End User ViewAgent View The Tific Support Automation Suite can detect remote connections from an IT Service Desk Agent and provide a different interface that is “Agent Specific.” Allowing for quick access to support automations or otherwise unavailable support tools.

Tific Confidential 32 Support Automation Suite Expert Toolkit 3 rd Party RC Session Established 3 rd Party RC Session Established Support Analyst Console Agent Expert Toolkit Interface Benefit The Expert Toolkit provides an Agent facing interface available through the Employee’s Support Analyst Console, providing robust and localized toolsets to directly access system information, support automations and advanced tools allowing the Agent to more quickly address the problem

Tific Confidential 33 Tific Creator Content Development

Tific Confidential 34 Overview Creator The Tific Graphical User Interface (GUI) based content development environment stocked with readily available content and designed for rapid configuration, creation and deployment.

Tific Confidential 35 Tific Creator – Layout View Graphical Development Interface (WYSIWYG View) Page Attributes Tific / Customer created Content Repository Project Tree

Tific Confidential 36 Tific Creator – Block View Graphical Development Interface (Block View) Integrated Debugging Toolset Page Language Localization

Tific Confidential 37 Tific Creator – Adding Tags Out-Of-The-Box and Custom Tags Easy assignment of Tags to Pages, or Individual Block Elements

Tific Confidential 38 Walking through a Block Set Process Line Input Request (dotted indicates Passive) Content Block (Atom)

Tific Confidential 39 Benefits 1.Increase overall Call Deflection 2.Reduce Your Average Handle Times and Increase First Call Resolution 3.100% content driven system 4.Rapid authoring process 5.Dynamic and Targeted content deployment 6.Supports any language 7.Integrated statistics supports / enhances Problem Management process

Tific Confidential 40 Discovery Analytics & Reporting

Tific Confidential 41 Overview Discovery A web based Analytics & Reporting tool specifically designed to provide high quality reporting on Tific SAS / SAC usage and metrics data.

Tific Confidential 42 Discovery Overview A data mining tool for analyzing the information flow in the Tific system Extract and visualize statistics from the usage of Tific Client Track changes over time and alert at given events Measure usage and resolution rates Customizable reporting capabilities Web-based and requires no installation Data can be exported to other applications such as MS Excel and Crystal Reports

Tific Confidential 43 Performance Reporting

Tific Confidential 44 Benefits 1.Increased overall Call Deflection 2.Reduce Average Handle Time 3.Increase First Call Resolution 4.100% content driven system 5.Rapid authoring process 6.Dynamic and Targeted content deployment 7.Supports any language 8.Easily Integrate 3 rd Party Applications 9.Integrated statistics supports / enhances Problem Management process