Service Automation

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• Service Automation

Powering your CTS Investment with Diagnostics
and Resolutions
Rajeev Shrivastava Senior Director Product
Marketing
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Agenda

• Introduction
• Trends
• Service Automation
• Service Automation Simplified
• Results
• QA

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SupportSoft is the Leading provider of Enterprise
Class Support Automation Software

• Founded in 1997
• Leader in Technology Problem Resolution
• Solutions for Enterprise and Consumer Markets
• Public NASDAQ (SPRT)
• Global
• Offices in US, Canada, UK, Germany, Belgium,
  India, China
• Production Systems in over 23 Countries
• World-Class Technology with 7 Patents
• Numerous industry awards

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SupportSoft Powers Service Desks at the Worlds
Leading Companies
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Industry Trends

• Stricter Financial Oversight Discipline of IT
  spend
• Downward pressure on operational spend
• 80 of IT budgets being spent on maintenance and
  operations
• 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 outsourced 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 1.5 to 3X more costly to
  support than tethered user
• 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 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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Real World Support Automation Example
Reduce on-site escalation
T3
Increase Helpdesk Productivity
Application Support 357 / 2 Days 10 of Call
Volume
Eliminate Contacts
Eliminate Problems
T2
On-site Support 124 / 2 Hours 10 of Call
Volume
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

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Industry Approach
Push Users To Self-service Channel First to Lower
Cost
LOW COST
HIGH COST
BEFORE A PROBLEM OCCURS
PROBLEM OCCURS
USER CALLS
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Challenges to the Current Industry Approach
Culture Change User Adoption Long
Implementation Delayed ROI Costly
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How to Realize Greater Benefits

• Minimize cultural change
• Improve user experience
• Automate information capture
• Fast implementation
• Quick ROI
• Low price entry point

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Accelerator Approach
Optimize User Experience And Cost at Every Stage
of Support Delivery Starting with Assisted
Service
LOW COST
HIGH COST
ASSISTED SERVICE
BEFORE A PROBLEM OCCURS
PROBLEM OCCURS
USER CALLS
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Powering 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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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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Starting from the Right Side can minimize
cultural change

• Leverage Automation in Assisted Service
• Increase Analyst productivity
• Reduce dependency on Analyst Skill set
• Improve resolution rate at L1
• Automate solutions to common problems
• Improve experience for all assisted service
  incidents
• Offer a gentle path away from phone

Analysts
Users
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Time Savings from Analyst pushed Support Actions
Phase I
Top Ten Support Actions by Cumulative Time Savings
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Metrics Phase III Fund Mgr
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Metrics Phase III Fund Mgr
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Summary

• Service Desks will need to innovate to remain
  competitive
• Automation would be one key driver for innovation
• Traditional automation can be complex and costly
• New innovations allow for easier entry points and
  quicker time to results

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Thank You!

• Contact us
• Rajeev Shrivastava
• Senior Director Product Marketing
• rajeev.shrivastava_at_supportsoft.com
• www.supportsoft.com
• 650-556-8561 (off)