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

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

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

Support Automation and BMC Self Service Knowledge Management Desktop Capture Service Request Tific Automation Suite SAC BMC Remedy ITSM Remote Control / Chat Assisted Service

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

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

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

Financial Summary Projected Annual Net Savings $1.0M 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 Operational Improvements

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

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 USE CASE OVERVIEW: Employee needs to access the company web based expense management system. After opening Internet Explorer the employee is presented with a 404 Error – Server not found. Self Heal Solution: The Tific client detects the launch of Internet Explorer and starts a background task to monitor that program for errors. The client detects the browser has thrown a 404 error and validates there the problem by : Checking Windows System APIs Attempts a ping test to www.google.com The client then notifies the employee that a problem has been detected, and asks the employee if they would like the Tific Client to automatically fix the solution. Clicking the notification automatically detects changes to the end users proxy settings and restores the last known good solution. The employee is notified of the fix. USE CASE BENEFITS: Call Deflection – The ability to proactively detect the problem AND validate that there really is a problem provides the client the ability to notify the user and direct them towards a path to resolution increasing the chance that a call to the support group will be deflected. Connectivity Error (Browser 404) Tific detcts the problem and prompts User for action Tific fixes the Connectivity Issue (Call Deflected / Close Ticket Created)

Self Healing Other Self Heal Use Cases 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 Other Self Heal Use Cases Repair Email Account Settings Detect & Restore Bad VPN Configuration Automate Password Reset for 3rd Party Applications and Services USE CASE OVERVIEW: Employee needs to access the company web based expense management system. After opening Internet Explorer the employee is presented with a 404 Error – Server not found. Self Heal Solution: The Tific client detects the launch of Internet Explorer and starts a background task to monitor that program for errors. The client detects the browser has thrown a 404 error and validates there the problem by : Checking Windows System APIs Attempts a ping test to www.google.com The client then notifies the employee that a problem has been detected, and asks the employee if they would like the Tific Client to automatically fix the solution. Clicking the notification automatically detects changes to the end users proxy settings and restores the last known good solution. The employee is notified of the fix. USE CASE BENEFITS: Call Deflection – The ability to proactively detect the problem AND validate that there really is a problem provides the client the ability to notify the user and direct them towards a path to resolution increasing the chance that a call to the support group will be deflected. Connectivity Error (Browser 404) Tific detcts the problem and prompts User for action Tific fixes the Connectivity Issue (Call Deflected / Close Ticket Created)

Tific Background Task Detects symptoms of slow PC Performance 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 USE CASE OVERVIEW: An employee is experiencing problems that are attributed to slow performance – Applications load times are longer, Outlook is very slow, etc Self Service Solution: The Tific client background task is designed to monitor certain key performance indicators in order to identify problems related to system performance. The employee is notified by a “toaster pop-up” that they should tune their system. The employee, clicking the notification is prompted by the Tific client to run the performance tune up. This addresses many solutions automatically (e.g. Clearing the Temporary internet cache). Some solutions (e.g. archiving the Outlook Mailbox) are provided through step by step instructions. Employee completing the steps is prompted to reboot and notices a much faster running PC. USE CASE BENEFIT: Call Deflection – Being able to monitory through background tasks allows a the user to be pushed to a self service flow best suited to resolve their issue. Working in both an automated and including instructions, the self service flow is providing the most complete solution to help rectify the end users problem. 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

Tific Background Task Detects symptoms of slow PC Performance Self Service Other Self Service Use Cases Assist Employee with IDM Enrollment Provide Manual & Automated assistance of LAN based devices (e.g Printers) Detect employee side connectivity problems and provide solution walkthrough Automate the Setup of Wireless Networks 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 USE CASE OVERVIEW: An employee is experiencing problems that are attributed to slow performance – Applications load times are longer, Outlook is very slow, etc Self Service Solution: The Tific client background task is designed to monitor certain key performance indicators in order to identify problems related to system performance. The employee is notified by a “toaster pop-up” that they should tune their system. The employee, clicking the notification is prompted by the Tific client to run the performance tune up. This addresses many solutions automatically (e.g. Clearing the Temporary internet cache). Some solutions (e.g. archiving the Outlook Mailbox) are provided through step by step instructions. Employee completing the steps is prompted to reboot and notices a much faster running PC. USE CASE BENEFIT: Call Deflection – Being able to monitory through background tasks allows a the user to be pushed to a self service flow best suited to resolve their issue. Working in both an automated and including instructions, the self service flow is providing the most complete solution to help rectify the end users problem. 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

Notifications Example 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:

Support Analyst Console Assisted Service Support Analyst Console

Support Analyst Console 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.

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

Support Analyst Console for Remedy ITSM 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 3rd Party Components (Chat, RC) Assisted Service Automation Compliance Software Enforcement PC Security Enforcement Scheduled Backups Windows Updates Power Management Application Optimizations Memory Usage HDD Optimization Optimal Network Settings PC Clean Up Support Identity Management Network Settings Device Management Application Support Notifications Service Outages End User Compliance End User PC Warnings Call Center Broadcasts Supported 3rd Party Integrations Ticketing System IDM CTI Remote Control KM Chat

Assisted Service Example: Unable to Connect to Default Printer USE CASE OVERVIEW: Employee needs to print a report, but is unable to do so despite multiple efforts. Unable to rectify the problem through Self Heal or self service methods, the employee calls the IT Help Desk Self Service Solution: After gathering required user information, the agent can quickly pull up the employee profile within the Tific Technician Portal. Scanning the user system configuration information, the Agent notices that the default printer was recently changed (evidently due to a trip to a remote work location). The Agent is able to search through the existing self service flow to find the correct printer information and email an automated fix to the employee. After validating the fix, the Agent closes the session which generates a closed ticket through the integrated Remedy system USE CASE BENEFITS: Average Handle Time – By providing the necessary system configuration and latest system changes immediately to the Agent, they are able to quickly troubleshoot the employees problems and deliver a solution First Call Resolution – The important information is readily available to the agent increasing the chance that this problem is addressed the first time, and without escalation. 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

Assisted Service Other Assisted Service Use Cases Example: Unable to Connect to Default Printer Other Assisted Service Use Cases Streamline assisted Password Reset for the Corporate Benefits Portal Email an Employee an AutoFix solution that downloads and install updated Backup Software Assist the employee with IDM enrollment across through a singular Tific interface USE CASE OVERVIEW: Employee needs to print a report, but is unable to do so despite multiple efforts. Unable to rectify the problem through Self Heal or self service methods, the employee calls the IT Help Desk Self Service Solution: After gathering required user information, the agent can quickly pull up the employee profile within the Tific Technician Portal. Scanning the user system configuration information, the Agent notices that the default printer was recently changed (evidently due to a trip to a remote work location). The Agent is able to search through the existing self service flow to find the correct printer information and email an automated fix to the employee. After validating the fix, the Agent closes the session which generates a closed ticket through the integrated Remedy system USE CASE BENEFITS: Average Handle Time – By providing the necessary system configuration and latest system changes immediately to the Agent, they are able to quickly troubleshoot the employees problems and deliver a solution First Call Resolution – The important information is readily available to the agent increasing the chance that this problem is addressed the first time, and without escalation. 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

Customers / Pipeline

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 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 With the average cost of a level 1 inquiry between $5 and $20 per incident and monthly call volumes in the 10’s of 1000’s, many organization are experiencing 7 figure support costs and poor customer satisfaction. The ROI for self-service is compelling and timely given the current economic crisis where cost savings is the #1 business driver. Demonstrated ROI of 6 to 9 months

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