Tific Confidential 1 Overview Tific Support Automation Products.

Tific Confidential1

Overview

Tific Support Automation Products

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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

More then seventy million desktop’s currently being managed.

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Content Creators / AdministratorsUser Facing Applications

Product Topology

Support AutomationSuite (SAS)

End User Client Application

Support Analyst Console (SAC)

Agent Facing Client Application

Discovery

Analytics & Reporting

Creator

Graphical Content Development Environment

Tific Application Server

Support AutomationSuite (SAS)

Supported Use CasesSelf Heal

Self ServiceNotifications

Support Analyst Console (SAC)

Supported Use CasesAssisted Service

Notifications

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Level 0Automated

Service

Desk side Assistance – can assist with automation tune up & reportingLevel 3On-site service

Provides incident intelligence to lower call-handling time and improve first call resolution

Level 1Basic Assist

Level 2Advanced Assist

Instant Chat –No downloadRemote Takeover Assisted 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

Self Healing Self Service

Problem Management

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Problem Management

• Tific SAS / SAC• System Information• Applications & Usage • Hardware / Software

Changes• Knowledge Usage

Data Collection

• Tific Discovery• Usage Data Report• User Feedback Loop• Top Errors

Root CauseAnalysis • Tfic Creator

• GUI Based Content Development

• Consistent Distribution Model

• Targeted Content

Support Automation Development

• Trouble Tickets

Data Collection

• Excel• SQL Queries• 3rd Party Tools

Root CauseAnalysis • Complicated Scripts

and Batch Files• Varied Deployment

methods• Little or no Automation

Job Development

Built with Problem Management In Mind!Typical drivers for Problem Management

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Use Case SupportTific Product Overview

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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 detects the problem and prompts User for action

Tific fixes the Connectivity Issue (Call Deflected /

Close Ticket Created)

Other Self Heal Use Cases

1. Repair Email Account Settings

2. Detect & Restore Bad VPN Configuration

3. Automate Password Reset for 3rd Party Applications and Services

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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

Employee is presented a self service PC Tune Up Flow

Employee is experience slow PC performance. Tific SAS allows them to search for a solution.

Other Self Service Use Cases

1. Assist Employee with IDM Enrollment

2. Provide Manual & Automated assistance of LAN based devices (e.g Printers)

3. Automate the Setup of Wireless Networks

4. Targeted Application How-To’s

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Assisted Service

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

Example: Unable to Connect to Default Printer

Other Assisted Service Use Cases

1. Streamline assisted Password Reset for the Corporate Benefits Portal

2. Email an Employee an AutoFix solution that downloads and install updated Backup Software

3. Built in warning quickly identifies a driver conflict based a user system data and driver version, Agent sends user a Fix for the solution

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Notifications

End point notifications are based on deep targeting of the system environment providing a channel for internal organizations to update their user base regarding known issues and proactively deflect calls.

Bert G

Change Title Text to Tific Enterprise Assistant on all popup titles


Support Automation SuiteEnd User Self Heal/Self Service


Overview

Support Automation SuiteA unified experience to address the complexities of PC support and reduce the overall costs to your organization through Self Healing, Self Service and Assisted Support


Support Automation Suite Content FrameworkSe

lf Se

rvic

e

Self

Hea

ling

Compliance

Software Enforcement

PC Security Enforcement

Scheduled Backups

Windows Updates

Power Management

Performance

Application Optimizations

Memory Usage

HDD Optimization

Optimal Network Settings

PC Clean Up

Support

Identity Management

Network Settings

Device Management

Application Support

Notifications

Service Outages

Compliance

Announcements

Migration Suite

System Settings & Configuraion

Backup

System Settings & Configuration

Restore

Employee Dashboard

Supported 3rd Party IntegrationsTicketing System IDM Remote ControlKM Chat

Application Launchpad System Health Green PC Status Latest News Alerts Ticket Status

InformationSelf Service

Search

Expert Toolkit Interface

”Under the Hood”

Flowchart VM

Cont

aine

r ty

pes

Syst

ray

Embe

dded

System access

Transactional

WMI Registry FileSystem

Normal

Actions HTTP(S)

Persistant storage User interface engine

Windows Flash

Log

Local Server

Information reduction

Priveliege escalation

CacheServer I/O

Prefetcher Batch validator

On-demand fetcher

Offline search Storage

Normal Compressed

Localization Security

Signing Lock-down

IntegrationIMS/CRM Chat/Remote Business

services


OS Support

Coming Soon…


Support ANY Languge


System Information


Content Search


Self Healing Automation

Starred Graphic Indicates Successful

Fix

ResultTific Background Task is able to detect the 404 error from the browser and validate the error. The user is then directed down the path of Self Healing – leading to success and Call Deflection and a “resolved” ticket created.

User clicks refresh on the

Browser


Self Service Support

Tific Detects that Internet Explorer is Already

Running and corrects user behavior

ResultUser has successfully completed a complex set of task that could easily have resulted in a call through a series of easy to follow Self Service instructions and a “resolved” ticket is created


Ticketing Integration

ResultThe ability of the Support Automation Suite to integrate with Remedy allows the End-User to create Support Tickets as well as view and receive notifications on open ticket status all through a consistent channel.


Support Automation Suite FAQs

File SizeTypically less than 3MBFor initial installation

Communication Port 80 (HTTP / HTTPS)

No Browser dependency!User Interface is Native toThe Operating System

Out of the box contentSupports the applicationsYou want right from the start

Monitoring and DetectionWatch key system indicators and applications for problems and direct the User down a path of success


Support Analyst ConsoleAssisted Service


Overview

Support Analyst ConsoleAn integrated client 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.


Technician Console Content FrameworkSe

lf Se

rvic

e

Auto

mati

on

Compliance

Software Enforcement

PC Security Enforcement

Scheduled Backups

Windows Updates

Power Management

Performance

Application Optimizations

Memory Usage

HDD Optimization

Optimal Network Settings

PC Clean Up

Support

Identity Management

Network Settings

Device Management

Application Support

Notifications

Service Outages

End User Compliance

End User PC Warnings

Call Center Broadcasts

Technician DashboardEnd User

System Info & Notifications

End User LAN Map

End User Ticket Information

Create / Modify Ticket Form

Agent Open Ticket

InformationKnowledge Base Search

3rd Party Components

(Chat, RC)

Supported 3rd Party Integrations

Ticketing System IDM CTI Remote ControlKM Chat

”Under the Hood”

Client Application

End user selection

Standard modules

End user

information

End user histo

ry

Top Solutions

Articles

Search

Information reduction

Difference engine

Custom content modules

Technician Portal Repository

End users End user environment Articles and wizards

Integration

IMS/CRM Business services


Support Analyst Console

Knowledge / Automation Search

Remedy Integration

Latest Changes made to End User PC

End User System Information

Notifications & Warnings

User Search

Bert G

Get better screenshot without the garbage demo dataMOve Latest Changes textbox so the other areas beneath it are more visible


Technician Portal

Support for Simultaneous Incidents

Knowledge Articles, Wizards & Autofixes


Assisted Service

User is unable to connect to the group shared drive

Agent notices in the warnings that the users

computer does not have the auto configuration script for

the proxy

Clicking the warning automatically suggest the appropriate content to fix

the problem

Agent has the option to Send the Fix to the User

(if the User is connected)

ResultThanks to the information provided by Tific Technician Portal, the agent is able to quickly identify the issue and send the fix directly to the user – dramatically reducing the AHT of the call


Support Analyst Console FAQs

Detailed System MetricsQuick reference to systemMetrics for all endpoints

Warnings simplify triageConfigure warnings to help agents quickly troubleshoot recurring problems

Installed ApplicationsA full list of installed applications for each user is readily available.

Environment HistoryReadily available information on what has changed can help pinpoint problems

Out of the box support for BMC Remedy ITSM


Extending Tific ProductsIntegrations


Chat IntegrationChat sessions for 3rd Party applications can be started or even embedded within the Support Analyst Console – allowing the Tific product to capture events directly to the active ticket worklog

User Account IntegrationActive Directory, LDAP or other account systems are easily Integrate with the Tific Support Analyst Console through existing web services and APIs – bringing all of your user related data to the agent right from the start of a Support Session.

Information when you need itBy integrating with existing CTI systems, the Support Analyst Console can prepopulate End User information as the agent receives the support call.

Password Reset has never been easierUtilizing agent level access to existing Identity Management Solutions – account lockout and password reset can be one click away – drastically reducing the time required troubleshoot these top call drivers.

Remote ControlStarting a remote control session has never been easier – as long as an API exists with your 3rd Party Remote Control solution, the Support Analyst Console can start a session directly within the existing interface – tracking the activity within the ticket work log.

Ticketing SystemsOut of the box support for Remedy ITSM comes standard, but we don’t stop there. Tific Support Automation Products can integrate with any 3rd Party ticketing system that has an available API.


Tific Support Automation Suite – Expert Toolkit

End User View Agent View

The Tific Support Automation Suite can detect remote connections from an IT Service Desk Agent and provide a different interface that is “Agent Specific.” Allowing for quick access to support automations or otherwise unavailable support tools.


Support Automation

Suite

Expert Toolkit

3rd Party RC Session

Established

Support Analyst Console

Agent Expert Toolkit Interface

BenefitThe Expert Toolkit provides an Agent facing interface available through the Employee’s Support Analyst Console, providing robust and localized toolsets to directly access system information, support automations and advanced tools allowing the Agent to more quickly address the problem


Tific CreatorContent Development


Overview

CreatorThe Tific Graphical User Interface (GUI) based content development environment stocked with readily available content and designed for rapid configuration, creation and deployment.


Tific Creator – Layout View

Graphical Development Interface

(WYSIWYG View)

Page Attributes

Tific / Customer created Content

Repository

Project Tree


Tific Creator – Block View

Graphical Development

Interface (Block View)

Integrated Debugging

Toolset

Page Language

Localization


Tific Creator – Adding Tags

Out-Of-The-Box and Custom

Tags

Easy assignment of Tags to Pages,

or Individual Block Elements


Walking through a Block Set

Process Line

Input Request (dotted indicates

Passive)

Content Block(Atom)


Benefits

1. Increase overall Call Deflection

2. Reduce Your Average Handle Times and Increase First Call Resolution

3. 100% content driven system

4. Rapid authoring process

5. Dynamic and Targeted content deployment

6. Supports any language

7. Integrated statistics supports / enhances Problem Management process


DiscoveryAnalytics & Reporting


Overview

DiscoveryA web based Analytics & Reporting tool specifically designed to provide high quality reporting on Tific SAS / SAC usage and metrics data .


Discovery Overview

• A data mining tool for analyzing the information flow in the Tific system

• Extract and visualize statistics from the usage of Tific Client

• Track changes over time and alert at given events

• Measure usage and resolution rates

• Customizable reporting capabilities

• Web-based and requires no installation

• Data can be exported to other applications such as MS Excel and Crystal Reports


Performance Reporting

View selection

The view defines the type of report to

be shown. Available views include:

· Time-based activity

· Most popular pages

· Numer of users

· User searches

· Automatic functions used

· Ratings and feedback

And more...

Filter selection

The filter defines what subset of data to

report on. Sample filter capabilies include:

· Time span (i.e Last month)

· Tool partition (i.e. Only the connectivity

wizard)

· User location (i.e Only the users is a

specific region)

· User system configuration (i.e Only

solutions specific to Windows XP)

And more...


Benefits

1. Increased overall Call Deflection

2. Reduce Average Handle Time

3. Increase First Call Resolution

4. 100% content driven system

5. Rapid authoring process

6. Dynamic and Targeted content deployment

7. Supports any language

8. Easily Integrate 3rd Party Applications

9. Integrated statistics supports / enhances Problem Management process

Tific Confidential 1 Overview Tific Support Automation Products.

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