enterprise support automation for remedy itsm
DESCRIPTION
Self-Healing Self-Service Assisted Service. Enterprise Support Automation for Remedy ITSM. What is Tific?. Tific is a second-generation support automation solution designed specifically for Windows end users. - PowerPoint PPT PresentationTRANSCRIPT
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Enterprise Support Automation for Remedy ITSM
Self-HealingSelf-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
Level 0Automated
Service
Desk side Assistance – can assist with automation tune up & reportingLevel 3On-site service
Provides incident intelligence to lower call-handling time and improve first call resolution
Level 1Basic Assist
Level 2Advanced Assist
Instant Chat –No downloadRemote Takeover Assisted 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
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BMC Remedy ITSMBMC Remedy ITSM
Support Automation and BMC
KnowledgeKnowledgeManagementManagement
DesktopDesktopCaptureCapture
ServiceServiceRequestRequest
ManagementManagement
Tific Tific AutomationAutomation
SuiteSuite
TificTificSACSAC
Self ServiceSelf Service
Assisted ServiceAssisted Service
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Tific Automation Suite for Remedy ITSM
Employee Dashboard
Expert Toolkit Interface
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Sample Support Cost Summary
Primary modifications from earlier versions:1.Reduction in total incident assumption (-26%)2.Reduction in Level 3 incident assumption (-50%)
• Reduction attributed to current cost savings efforts led by Steve Osborne
3.Level 1 & 2 savings will be based on variable cost only (67% of total cost).
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Automation of Top Call Drivers – July Montreal
Total July: 15,319 | Top Ten Call Drivers: 12,213 (80% of Total)
Typical Incident Categories / Volume
Support Automation targets 70% of Total
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Financial Summary
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
Projected Annual Net Savings $1.0M9% Annual Net Savings
Operational Improvements
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Typical Support Automation
Use Cases
Tific Support Automation for Remedy ITSM
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Self HealingAutomate 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 HealingAutomate 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)
Other Self Heal Use Cases
1.Repair Email Account Settings
2.Detect & Restore Bad VPN Configuration
1.Automate Password Reset for 3rd Party Applications and Services
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Self ServiceSelf 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 ServiceSelf 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
Other Self Service Use Cases
1.Assist Employee with IDM Enrollment
2.Provide Manual & Automated assistance of LAN based devices (e.g Printers)
3.Detect employee side connectivity problems and provide solution walkthrough
4.Automate the Setup of Wireless Networks
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NotificationsEnd 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 ConsoleAssisted Service
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OverviewSupport Analyst ConsoleAn 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 ConsoleSearch
Remedy Integration
Knowledge Articles, Wizards & Autofixes
Latest Changes made to End User
PC
End User System Information
End User Device Map
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Support Analyst Console for Remedy ITSMTechnician Dashboard
Supported 3rd Party Integrations
Ticketing System IDM CTI Remote ControlKM Chat
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Assisted Service
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
Example: Unable to Connect to Default Printer
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Assisted Service
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
Example: Unable to Connect to Default Printer
Other Assisted Service Use Cases
1.Streamline assisted Password Reset for the Corporate Benefits Portal
2.Email an Employee an AutoFix solution that downloads and install updated Backup Software
3.Assist the employee with IDM enrollment across through a singular Tific interface
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Customers / Pipeline
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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 support1. Reduce service desk call volume from 20% to 40%2. Decrease service desk call time from 10% to 30%3. Shorten the delivery time of support automation 4. Lower the cost to develop support knowledge5. Improve end-user productivity and satisfaction
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Enterprise Support Automation for Remedy ITSM
Self-HealingSelf-Service
Assisted Service