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Tific Confidential2
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.
Tific Confidential3
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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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.
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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
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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
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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
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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
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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.
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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
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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.
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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
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Support Analyst Console
Knowledge / Automation Search
Remedy Integration
Latest Changes made to End User PC
End User System Information
Notifications & Warnings
User Search
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Technician Portal
Support for Simultaneous Incidents
Knowledge Articles, Wizards & Autofixes
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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
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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
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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.
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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.
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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
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Overview
CreatorThe Tific Graphical User Interface (GUI) based content development environment stocked with readily available content and designed for rapid configuration, creation and deployment.
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Tific Creator – Layout View
Graphical Development Interface
(WYSIWYG View)
Page Attributes
Tific / Customer created Content
Repository
Project Tree
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Tific Creator – Block View
Graphical Development
Interface (Block View)
Integrated Debugging
Toolset
Page Language
Localization
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Tific Creator – Adding Tags
Out-Of-The-Box and Custom
Tags
Easy assignment of Tags to Pages,
or Individual Block Elements
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Walking through a Block Set
Process Line
Input Request (dotted indicates
Passive)
Content Block(Atom)
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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
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Overview
DiscoveryA web based Analytics & Reporting tool specifically designed to provide high quality reporting on Tific SAS / SAC usage and metrics data .
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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
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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...
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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
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