Powering your CTS Investment with Diagnostics and

Resolutions

Paul McCloskey

Topics

Industry Trends Consequences of Industry Trends Support Automation: Transferring

Complexity from Humans to Systems

Real World Support Automation Example

Powering Your CTS Investment Q&A

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

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

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

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

Support Automation: Transferring Complexity from Humans to Systems

InternetNews-Shop

VPN

LAN/VPN Biz Apps

Proactive ServiceProactive Service

Self ServiceSelf Service

“Tell me” “Show me” “Fix it for me”

User, Application & Config.

relevant content.

Assisted ServiceAssisted Service

Chat Email RC Phone

Analyst tools for problem resolution

• Intelligent Routing

• Remote Diagnosis & Resolution

• Electronic Chat Channel

• Intelligence Enabled Tools

• Service Verification

• Service Channel Optimization

• History Visibility & Integration

• Automated Installation

• Problem Detection & Repair

• Self-Healing Client

• Vulnerability Management

• Automated Solution

• Interactive Portal

• Taxonomy Based Search/Browse

• Automated Solution (1-click fix)

• Personalized Newsflashes

• Self Learning (Top Problems)

• Knowledge Automation

• Intelligent Escalation

BEST

Real World Support Automation Example

T3

T1

T2

T(-1)

T0

T(-2)

Application Support

$357 / 2 Days10% of Call Volume

On-site Support

$124 / 2 Hours10 % of Call Volume

Preventative(PC Health Center)

AutomatedTechnology(SupportActions, PCHealth Center & SSI)

$.43 / 3 – 8 minutes25% of Call Volume

Self-Healing(Repair Manager& SupportActions)

$.18 / < 3 minutes

Increase Helpdesk Productivity

GOODBETTER

Eliminate Contacts

EliminateProblems

Remote Agent Support(SupportActions, Chat, knowledge)

$24 / 11.5 minutes55% of Call Volume• 21% Automation

• Industry is 5.6%

Reduce on-site escalation

Fidelity Investments – SupportSoft User Forum 11/05

Total Time to ResolutionAvg. Handling TimeCost of Problem Resolution

First Call ResolutionCustomer SatisfactionEnd User Productivity

Leveraging Support Automation to Power Your CTS Assisted Service

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

… 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

Leveraging Support Automation to Power Your CTS Assisted Service

Remedy Analyst Interface

Administrator (Define Field Mappings)

RemedyDatabase

Remedy .NET API

SupportSoftDatabase

SupportSoftWeb Server components

Accelerator Client

Remedy Integration

API and Remedy Adapter

… 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 user’s to get connected to an analyst

Thank You