Powering your CTS Investment with Diagnostics and Resolutions Paul McCloskey

Topics  Industry Trends  Consequences of Industry Trends  Support Automation: Transferring Complexity from Humans to Systems  Real World Support Automation Example  Powering Your CTS Investment  Q&A

Industry Trends  Stricter Financial Oversight & Discipline of IT spend –Downward pressure on operational spend –Hard dollar ROI requirements –Soft dollar savings & benefits are discounted –Requirement to measure value post-deployment  End User shift towards “technology sophistication” –Higher expectations for support availability –Corporate / Consumer user expectations are blending  Declining prevalence of outsourcing –More selective sourcing –“re-insourcing” –Overall reduction in outsource suppliers

Industry Trends – Continued  Overall TCO will decline industry wide –improvements in lifecycle management –declining capital costs  IT continues the shift from a cost focused, reactive model to a value focused, proactive discipline  Shift from “step change” of infrastructure to “incremental change”  IT service complexity will continue to increase –Real time apps and collaboration –Wireless / Mobility –Device proliferation –Application Integration

Consequences of IT Trends  Service Desks will need to become more adept at delivering multiple channels of content-rich interaction: –Self Service –Chat – Integration –Traditional Telephone  Tools, technology and process must be adopted to maintain par in TCO reduction –ITIL –Six Sigma –ITSM –Tool consolidation –Vendor consolidation  Outsourcing partners will need to embrace innovative approaches to service delivery in order to remain relevant and competitive

Consequences of IT Trends – Continued  Service Desk focus will need to contemplate proactive approaches to anticipate problems and mitigate their occurrence.  Service desk will need to contemplate “consumer” needs and support new requirements –Associates working at home –Partners –Customers  Plans for continuous Improvement plans on multi year horizon will need to be incorporated in all major projects  IT will need to simplify the user experience by transferring complexity from humans to systems

Support Automation: Transferring Complexity from Humans to Systems

Internet News-Shop VPN LAN/VPN Biz Apps Proactive Service Self Service “Tell me” “Show me” “Fix it for me” User, Application & Config. relevant content. Assisted Service Chat RCPhone Analyst tools for problem resolution Intelligent Routing Remote Diagnosis & Resolution Electronic Chat Channel Intelligence Enabled Tools Service Verification Service Channel Optimization History Visibility & Integration Automated Installation Problem Detection & Repair Self-Healing Client Vulnerability Management Automated Solution Interactive Portal Taxonomy Based Search/Browse Automated Solution (1-click fix) Personalized Newsflashes Self Learning (Top Problems) Knowledge Automation Intelligent Escalation

BEST Real World Support Automation Example T3 T1 T2 T(-1) T0 T(-2) Application Support $357 / 2 Days 10% of Call Volume On-site Support $124 / 2 Hours 10 % of Call Volume Preventative (PC Health Center) Automated Technology (SupportActions, PCHealth Center & SSI) $.43 / 3 – 8 minutes 25% of Call Volume Self-Healing (Repair Manager & SupportActions) $.18 / < 3 minutes Increase Helpdesk Productivity GOOD BETTER Eliminate Contacts Eliminate Problems Remote Agent Support (SupportActions, Chat, knowledge) $24 / 11.5 minutes 55% of Call Volume 21% Automation Industry is 5.6% Reduce on-site escalation Fidelity Investments – SupportSoft User Forum 11/05 Total Time to Resolution Avg. Handling Time Cost of Problem Resolution First Call Resolution Customer Satisfaction End User Productivity

Leveraging Support Automation to Power Your CTS Assisted Service

With a standard packaged solution that Integrates easily with your current CTS  Single system of incident record across channels  System information, Diagnostics and Resolutions tied to the specific Incident Ticket –Attempted solutions –Analyst tools and remote control session detail –Automatically captured diagnostics information  Simple mapping of Remedy forms for user side integration

… That adds value with the right Diagnostics and Resolution tools  Automated Solutions and Guided System Diagnostics - Level 1 analysts resolve more complex issues  Reduce Handle Time with automated population of relevant user system information  Maintain continuity on escalations - retrieve on past attempted solutions  Improve Resolution Rate - Advanced tools and remote control

Leveraging Support Automation to Power Your CTS Assisted Service Remedy Analyst Interface Administrator (Define Field Mappings) Remedy Database Remedy.NET API SupportSoft Database SupportSoft Web Server components Accelerator Client Remedy Integration API and Remedy Adapter

… And minimizes cultural change for users and analysts  Users continue to use the Phone  Analysts use the same processes that they are familiar with in handling a call  A single click for Analysts to access advanced diagnostics and resolution tools  A single click for user’s to get connected to an analyst

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