Enterprise Support Automation for Remedy ITSM

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Enterprise Support Automation for Remedy ITSM

• Self-Healing
• Self-Service
• Assisted Service

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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

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Service Support Value ChainSupport Automation
Address Each Level
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
Level 0 Automated Service
Self Healing
Self Service
Assisted Service
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Support Automation and BMC
BMC Remedy ITSM
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Tific Automation Suite for Remedy ITSM
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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).

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Typical Incident Categories / Volume
Automation of Top Call Drivers July Montreal
Total July 15,319 Top Ten Call Drivers
12,213 (80 of Total)
Support Automation targets 70 of Total
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Financial Summary
Projected Annual Net Savings 1.0M 9 Annual Net
Savings
Monthly Gross Savings

• Investment Summary

• - 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
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Typical Support AutomationUse Cases

• Tific Support Automation
• for Remedy ITSM

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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 detcts the problem and prompts User for
action
Tific fixes the Connectivity Issue (Call
Deflected / Close Ticket Created)
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Self Healing

• Other Self Heal Use Cases
• Repair Email Account Settings
• Detect Restore Bad VPN Configuration
• Automate Password Reset for 3rd Party
  Applications and Services

• 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 detcts the problem and prompts User for
action
Tific fixes the Connectivity Issue (Call
Deflected / Close Ticket Created)
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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

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
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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

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
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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

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Support Analyst Console

• Assisted Service

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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.

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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
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Support Analyst Console for Remedy ITSM
Technician Dashboard
Assisted Service
Automation
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Assisted Service

• Example Unable to Connect to Default Printer

User attempts to print and is presented with an
error.
The Help Desk Agent identifies a recent change to
the default printer and sends a fix to the user
through email
Unable to resolve the issue on their own, the
User calls the IT Help Desk
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Assisted Service

• 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

• Example Unable to Connect to Default Printer

User attempts to print and is presented with an
error.
The Help Desk Agent identifies a recent change to
the default printer and sends a fix to the user
through email
Unable to resolve the issue on their own, the
User calls the IT Help Desk
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Customers / Pipeline
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Why consider buying now?

• 1 business driver in todays 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

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Enterprise Support Automation for Remedy ITSM

• Self-Healing
• Self-Service
• Assisted Service