Enterprise Support Automation
for Remedy ITSM
Self-Healing
Self-Service
Assisted Service
confidential document
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
confidential document
Service Support Value Chain
Support Automation Address Each Level
Level 0
Automated
Service
Self Healing
Self 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
Level 1
Basic Assist
Level 2
Advanced Assist
Level 3
On-site service
Remote Takeover
Assisted Service
Instant Chat –No download
Provides incident intelligence to lower call-handling time and improve
first call resolution
Desk side Assistance – can assist with automation tune up & reporting
confidential document
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
confidential document
Tific Automation Suite for Remedy ITSM
Employee Dashboard
Application
Launchpad
System
Health
Green PC
Status
Latest News
Alerts
Ticket Status
Information
Self Service
Search
Self Healing
Self Service
Expert Toolkit Interface
Compliance
Performance
Support
Notifications
Migration Suite
SOE Software
Enforcement
Application
Optimizations
Identity
Management
Support
Service Outages
System Settings &
Configuraion
Backup
Memory Usage
PC Security
Enforcement
Scheduled Backups
Windows Updates
Network Settings
HDD Optimization
Browser
Optimization
Optimal Network
Settings
Device
Management
Compliance
Application Support
Registry Clean Up
Power
Management
Desktop Cleanup
Ticketing System
Integration
Announcements
System Settings &
Configuration
Restore
confidential document
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).
confidential document
Automation
Top Call Drivers
– July Montreal/
TypicalofIncident
Categories
Volume
Total July: 15,319 | Top Ten Call Drivers: 12,213 (80% of Total)
Top Ten Problem Categories - July
6000
5146
5000
4000
2977
3000
2000
1226
792
1000
717
445
428
202
166
114
Desktop
Instant
messaging
Printer
0
System
Password
reset
Email
Software
General
Inquiry
Wrong
number
Mobile
Support Automation targets 70% of
Total
confidential document
Financial Summary
Projected Annual Net Savings $1.0M
9% Annual Net Savings
Investment Summary
Operational
Monthly Gross Savings
- Self Healing: 2,100 Incidents per month (5%)
- Assisted Service:
Improvements - Introduce Chat based support channel: 20% of call vo
- Increased Resolution Rate: 5% for both L1 & L2
- Reduction in AHT: 10% for both L1 & L2
confidential document
Tific Support Automation
for Remedy ITSM
Typical Support Automation
Use Cases
confidential document
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)
confidential document
Self Healing
Automate and proactively diagnose issues found on the
end point PC - ultimately fixing the problem with or without
Other
Self Heal Use Cases
end user
interaction.
1. Repair
Email Account
Settings
Example:
User Connectivity
Interrupted
2. Detect & Restore Bad VPN Configuration
1. Automate Password Reset for 3rd Party
Applications and Services
Connectivity Error
(Browser 404)
Tific detcts the problem and
prompts User for action
Tific fixes the Connectivity Issue
(Call Deflected /
Close Ticket Created)
confidential document
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
confidential document
Self Service
Self sufficient resource for end users to search and
Self Service
Cases needed to work
locateOther
environment
specificUse
information
through complex problems. Solutions can be manual or
1. Assist Employee with IDM Enrollment
automated.
2. Provide
Manual
& Automated assistance of
Example:
Slow PC
Performance
LAN based devices (e.g Printers)
3. Detect employee side connectivity problems
and provide solution walkthrough
4. Automate the Setup of Wireless Networks
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
confidential document
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:
confidential document
Assisted Service
Support Analyst Console
confidential document
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.
confidential document
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
confidential document
Support Analyst Console for Remedy ITSM
Technician Dashboard
Automation
Assisted Service
End User
System Info &
Notifications
End User LAN
Map
End User Ticket
Information
Agent Open
Ticket
Information
Create / Modify
Ticket Form
Knowledge
Base Search
3rd Party
Components
(Chat, RC)
Compliance
Application
Optimizations
Support
Notifications
Software Enforcement
Memory Usage
Identity Management
Service Outages
HDD Optimization
Network Settings
End User Compliance
Optimal Network
Settings
Device Management
End User PC Warnings
PC Clean Up
Application Support
Call Center Broadcasts
PC Security Enforcement
Scheduled Backups
Windows Updates
Power Management
Ticketing System
IDM
KM
Chat
CTI
Remote Control
Supported 3rd Party Integrations
confidential document
Assisted Service
Example: Unable to Connect to Default Printer
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
confidential document
Assisted Service
Other Assisted Service Use Cases
Example: Unable to Connect to Default Printer
1. Streamline assisted Password Reset for the
Corporate Benefits Portal
2. Email an Employee an AutoFix solution that
downloads and install updated Backup
Software
The Help Desk Agent identifies a recent
to resolve thewith
issue onIDM enrollment
3. Assist theUnable
employee
change to the default printer and sends
their own, the User calls the
a fix to the user through email
across throughITaHelpsingular
Tific interface
Desk
User attempts to print and is
presented with an error.
confidential document
Customers / Pipeline
confidential document
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
1.
2.
3.
4.
5.
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
confidential document
Enterprise Support Automation
for Remedy ITSM
Self-Healing
Self-Service
Assisted Service
confidential document