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

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

3. 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

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

5. 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

6. 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).

7. 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

8. 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

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

10. 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
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)

11. 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 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
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)

12. 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

13. 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

14. 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:

15. Support Analyst Console
Assisted Service
Support Analyst Console

16. 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.

17. 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

18. 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

19. 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 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

20. 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
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 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

21. Customers / Pipeline

22. 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

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