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Enterprise Support Automation for Remedy ITSM

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.

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Enterprise Support Automation for Remedy ITSM

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  1. Self-Healing Self-Service Assisted Service Enterprise Support Automation for Remedy ITSM

  2. 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 automatedself-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 assistedservice • Simplifies the development and maintenance of support content (automated knowledge), lowering support engineering costs and shortening the delivery time

  3. 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 Level 1 Basic Assist Level 2 Advanced Assist Provides incident intelligence to lower call-handling time and improve first call resolution Instant Chat –No download Remote Takeover Assisted Service Level 3 On-site service Desk side Assistance – can assist with automation tune up & reporting

  4. Support Automation and BMC Self Service Knowledge Management Tific Automation Suite Service Request Management BMC Remedy ITSM Desktop Capture Tific SAC Remote Control / Chat Assisted Service

  5. Tific Automation Suite for Remedy ITSM Self Service Self Healing Employee Dashboard Expert Toolkit Interface

  6. 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).

  7. 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

  8. Financial Summary Projected Annual Net Savings $1.0M 9% Annual Net Savings 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 Operational Improvements

  9. Tific Support Automation for Remedy ITSM Typical Support AutomationUse Cases

  10. 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)

  11. 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)

  12. 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

  13. 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

  14. 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:

  15. Assisted Service Support Analyst Console

  16. 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.

  17. 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

  18. Support Analyst Console for Remedy ITSM Technician Dashboard Assisted Service Automation Supported 3rd Party Integrations KM Chat Ticketing System IDM CTI Remote Control

  19. 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

  20. 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

  21. Customers / Pipeline

  22. 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 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

  23. Self-Healing Self-Service Assisted Service Enterprise Support Automation for Remedy ITSM

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