Powering your CTS Investment with Diagnostics and Resolutions

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• Powering your CTS Investment with Diagnostics and
  Resolutions
• Paul McCloskey

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Topics

• Industry Trends
• Consequences of Industry Trends
• Support Automation Transferring Complexity from
  Humans to Systems
• Real World Support Automation Example
• Powering Your CTS Investment
• QA

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Industry Trends

• Stricter Financial Oversight Discipline of IT
  spend
• Downward pressure on operational spend
• Hard dollar ROI requirements
• Soft dollar savings benefits are discounted
• Requirement to measure value post-deployment
• End User shift towards technology
  sophistication
• Higher expectations for support availability
• Corporate / Consumer user expectations are
  blending
• Declining prevalence of outsourcing
• More selective sourcing
• re-insourcing
• Overall reduction in outsource suppliers

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Industry Trends Continued

• Overall TCO will decline industry wide
• improvements in lifecycle management
• declining capital costs
• IT continues the shift from a cost focused,
  reactive model to a value focused, proactive
  discipline
• Shift from step change of infrastructure to
  incremental change
• IT service complexity will continue to increase
• Real time apps and collaboration
• Wireless / Mobility
• Device proliferation
• Application Integration

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Consequences of IT Trends

• Service Desks will need to become more adept at
  delivering multiple channels of content-rich
  interaction
• Self Service
• Chat
• Email Integration
• Traditional Telephone
• Tools, technology and process must be adopted to
  maintain par in TCO reduction
• ITIL
• Six Sigma
• ITSM
• Tool consolidation
• Vendor consolidation
• Outsourcing partners will need to embrace
  innovative approaches to service delivery in
  order to remain relevant and competitive

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Consequences of IT Trends Continued

• Service Desk focus will need to contemplate
  proactive approaches to anticipate problems and
  mitigate their occurrence.
• Service desk will need to contemplate consumer
  needs and support new requirements
• Associates working at home
• Partners
• Customers
• Plans for continuous Improvement plans on multi
  year horizon will need to be incorporated in all
  major projects
• IT will need to simplify the user experience by
  transferring complexity from humans to systems

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• Support Automation Transferring Complexity from
  Humans to Systems

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Assisted Service
Analyst tools for problem resolution
Self Service
User, Application Config. relevant content.
Chat
Email
RC
Phone
Proactive Service

• Intelligent Routing
• Remote Diagnosis Resolution
• Electronic Chat Channel
• Intelligence Enabled Tools
• Service Verification
• Service Channel Optimization
• History Visibility Integration

Tell me
Show me
Fix it for me

• Interactive Portal
• Taxonomy Based Search/Browse
• Automated Solution (1-click fix)
• Personalized Newsflashes
• Self Learning (Top Problems)
• Knowledge Automation
• Intelligent Escalation

• Automated Installation
• Problem Detection Repair
• Self-Healing Client
• Vulnerability Management
• Automated Solution

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Real World Support Automation Example
First Call Resolution Customer Satisfaction End
User Productivity
GOOD
BETTER
Total Time to Resolution Avg. Handling Time Cost
of Problem Resolution
T3
Reduce on-site escalation
Application Support 357 / 2 Days 10 of Call
Volume
BEST
Increase Helpdesk Productivity
T2
On-site Support 124 / 2 Hours 10 of Call
Volume
Eliminate Contacts
Eliminate Problems
T1
Remote Agent Support (SupportActions, Chat,
knowledge) 24 / 11.5 minutes 55 of Call Volume
T0
Automated Technology (SupportActions, PCHealth
Center SSI) .43 / 3 8 minutes 25 of Call
Volume
T(-1)
Self-Healing (Repair Manager SupportActions)
.18 / lt 3 minutes
T(-2)
Preventative (PC Health Center)

• 21 Automation
• Industry is 5.6

Fidelity Investments SupportSoft User Forum
11/05
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• Leveraging Support Automation to Power Your CTS
  Assisted Service

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With a standard packaged solution that Integrates
easily with your current CTS

• Single system of incident record across channels
• System information, Diagnostics and Resolutions
  tied to the specific Incident Ticket
• Attempted solutions
• Analyst tools and remote control session detail
• Automatically captured diagnostics information
• Simple mapping of Remedy forms for user side
  integration

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That adds value with the right Diagnostics and
Resolution tools

• Automated Solutions and Guided System Diagnostics
  - Level 1 analysts resolve more complex issues
• Reduce Handle Time with automated population of
  relevant user system information
• Maintain continuity on escalations - retrieve on
  past attempted solutions
• Improve Resolution Rate - Advanced tools and
  remote control

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Leveraging Support Automation to Power Your CTS
Assisted Service
Administrator (Define Field Mappings)
SupportSoft Database
Remedy Integration API and Remedy Adapter
SupportSoft Web Server components
Accelerator Client
Remedy Analyst Interface
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And minimizes cultural change for users and
analysts

• Users continue to use the Phone
• Analysts use the same processes that they are
  familiar with in handling a call
• A single click for Analysts to access advanced
  diagnostics and resolution tools
• A single click for users to get connected to an
  analyst

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• Thank You