1. ISV Partner Case Study AVANTE SOLUTIONS AND THINKITSM CHARLES CYNA PRESIDENT

2. AVANTE SOLUTIONS BACKGROUND CRM AND SERVICE MANAGEMENT BOUTIQUE Established 1999 in Chicago 3 Partners Expanded to Calgary, Mississauga and New York Currently 34 full-time Employees Approximately $9m in annual revenue

3. WHY WE ARE HERE TODAY LOOKING TO DIVERSIFY CORE BUSINESS FOR SOMETIME 3 Partners with all eggs in a single basket Growth in existing business model reasonable but not outstanding Some latent concern we were not well educated about emerging SaaS solutions Needed something to get excited about

4. THE EPIPHANY AFTER 14 YEARS IN THE SERVICE MANAGEMENT INDUSTRY IT FINALLY OCCURRED TO US THAT CUSTOMERS WEREN’T THAT HAPPY WITH WHAT WAS HAPPENING IN OUR INDUSTRY Tools are incredibly expensive Process consulting incredibly expensive Implementations very long and painful Limited customer success

5. THE BUSINESS SOLUTION AFTER ABOUT EIGHTEEN MONTHS OF YELLING ‘LIVELY DISCUSSION’ WE FINALLY CAME UP WITH A SOLUTION TO THE PROBLEMS IDENTIFIED. IT TURNED OUT TO: Reduce implementation time by at least 50% Reduce process consulting by at least 75% Reduce cost of average software licenses by at least 50% DECIDED TO SPIN OFF A NEW COMPANY TO FOCUS ON THE VENTURE – THINK ITSM CORP. ALL WE NEEDED NOW WAS TO BUILD IT

6. THE TECHNICAL SOLUTION NEEDED A SAAS PLATFORM FOR THE SOLUTION Should we build it ourselves? SOME QUESTIONS WE ASKED OURSELVES: Can we compete with platforms being developed by companies such as Microsoft, Salesforce.com, Oracle etc… Should we complete with platforms being developed by companies such as Microsoft, Salesforce.com, Oracle etc… Where does our expertise lie? How much money would it take to build a competitive SaaS platform that had the requirements we needed to build our solution?

7. THE SAAS PLATFORM CHOOSING A PLATFORM PARTNER We need something that could scale It needed to be secure It needed to be cost effective (i.e. we needed to make some money) It needed to be something we could get excited about THE CONTENDERS Salesforce.com A bunch of open source platforms (i.e. Bungee) Microsoft

8. THE SAAS PLATFORM CHOOSING A PLATFORM PARTNER We need something that could scale It needs to be secure It needs to be cost effective (i.e. we needed to make some money) It needs to be something we could get excited about THE CONTENDERS Salesforce.com  Scalable  Secure  Proven  Proprietary development platform  Expensive  Partner Commitment?  Could we get excited about it? A bunch of open source platforms (i.e. Bungee) Microsoft

9. THE SAAS PLATFORM CHOOSING A PLATFORM PARTNER We need something that could scale It needed to be secure It needed to be cost effective (i.e. we needed to make some money) It needed to be something we could get excited about THE CONTENDERS Salesforce.com A bunch of open source platforms (i.e. Bungee)  Inexpensive Licensing  Open Architectures  Some Exciting Controls  Not proven  Limited richness in controls  Financial Viability  Invariably in or just out of beta Microsoft

10. THE SAAS PLATFORM CHOOSING A PLATFORM PARTNER We need something that could scale It needed to be secure It needed to be cost effective (i.e. we needed to make some money) It needed to be something we could get excited about THE CONTENDERS Salesforce.com A bunch of open source platforms (i.e. Bungee) Microsoft  Evolving product  Process Engine  Proven scalability and flexibility  Attractive licensing  Eco-system attractiveness  Looks so much better than Salesforce  Partner Commitment  Some unexpected other positives  Internet Explorer only client for CRM  Certification clarifications

11. SOLUTION OVERVIEW SaaS Website (Dynamics CRM) Web Process Configuration (Dynamics CRM, SQL Server,.NET GUI) Business Intelligence (SQL Analytics) Web Service Management App (Dynamics CRM)

15. SCREEN 3

17. CUSTOM ATTRIBUTES

18. CUSTOM MULTILINGUAL INTERFACE

19. DYNAMIC INTERFACE BUILDER

20. QUESTIONS? CHARLES CYNA 1-866-HUG-ITSM ext 2117 ccyna@thinkitsm.com