iFIX Digital Service Management Solution Digital Service Management Solution Digital Service Management Solution

for the 21st Century Enterprise for the 21st Century Enterprise for the 21st Century Enterprise

STUPA IT Services Announces Availability of –iFIX Rel 1.0

A Cloud based Digital Service Management Solution

iFIX Rel 1.0 is available for customers with immediate effect

STUPA IT Services announces immediate availability of , a cloud based iFIX Rel 1.0stdigital service management solu�on for the 21 century enterprise. iFIX will

enable the customers to move into a revolu�onary technology pla�orm to manage its services of all kind, digitally - in a faster, be�er, sleek and cheaper way to reduce its total cost of ownership.

iFIX is a cloud-based fully automated Digital Service Management

(DSM) solu�on with built-in industry contents and best prac�ces,

catering to all the DSM requirements through Digital Service

Exchange and Digital Service Desk and works on SaaS (So�ware as a

Service) delivery model.

iFIX brings in disrup�ve prac�ces in service execu�on with lowest

possible TCO.

iFIX Solution Modules:

iFIX Rel 1.0 comes with the following modules available for immediate use by

the customers:

DSE Digital

Service Exchange

DGC

Data Govrn. &

Compliance

DOCU+

Doc Mgmt

ECM Escalation

Mgmt

SMA

Service Mgmt

Analytics

DSD

Digital Service Desk

APA

App Admin

Modern, intelligent and innova�ve features available within DSE:

• In-built Error Content – All possible combina�ons of errors type (Approx 1

Million+) that may occur within your SAP, Oracle or Microso� applica�ons are

defined within DSE. Therefore, you can classify your error types properly and saves

your �me in crea�ng a �cket. It also helps in rou�ng the �cket to right technical

support team and provides inputs to service analy�cs.

• Automa�c Determina�on of Ticket Priority – Ticket priori�es are determined

automa�cally based on the defined business impact (cost/damage it makes to the

business) and business urgency (how soon it's required to be resolved). This

eliminates human dependency and assigns priority in a completely logical manner

relevant to the business.

• Industry Best Prac�ce SLA – iFIX comes with the provision of adop�ng to the best

prac�ce SLA (Service Level Agreements). However, it can be modified very easily to

suit to the specific needs of an organiza�on.

iFIX Usage Suitability:

iFIX is required by all the organiza�ons who wish to manage their IT opera�ons and service

management func�on through a single connected pla�orm in a digital way across the various

applica�ons, infrastructure and networks. iFIX can be used from mobile devices (Android & iOS), can

be connected to social media (FB, Twi�er, Linkedin, etc), and comes with an on-line chat facility

available 24x7x365.

• Incident Management (including Major Incident Management)

• Problem Management (Reac�ve and Preven�ve Problem Management)

• Service Request Management

• Inquiry

• Item Order

iFIX – DSE (Digital Service Exchange):

iFIX DSE module covers the following func�onality:

• Real Time Solu�on Database (RSDB) – An end user is provided with all the possible available

solu�on to the �cket at the �me of crea�ng the �cket itself. This happens in real-�me as he/she is

crea�ng the �cket. This facility helps an end user to resolve the �cket by themselves instead

of sending it to the technical support team. Our observa�ons indicates it has the ability to

resolve at least 30% of the �cket by the end users themselves which means at least 30% savings on

cost of �cket resolu�on from the �me of adop�on of this solu�on.

• Knowledge Management Database (KMDB) – KMDB provides access to all the business process

documents and solu�on design documents of the implemented func�onality. At the �me �cket

crea�on, iFIX recognizes from which process area the �cket is coming and prompts immediately

with the list of all relevant documents like in a Google search manner. It provides a help the user

community to check whether they are following the right process or not and with some “how to”

answers.

• SLA Meter – SLA meter of any �cket provides a visual representa�on of the status of the �cket. It

shows the acknowledgement status as well as the resolu�on status using graphics and crates a

sense of urgency to resolve the �cket within SLA.

• Major Incident Management – iFIX DSE facilitates the execu�on of the major incidents with a special

process feature. It brings in the feature of no�fying all the stakeholders in specified �me interval with the

progress of the resolu�on of the �ckets. This is performed by iFIX in an automated manner while the

service management team carry on their process of resolu�on.

• Automated Mobile Alarm – iFIX DSE has inbuilt facility to put alarm in the designated mobile number of

the specified users in case of Major Incident or Very High Priority Incident. This is to ensure that all the

stake holders are alerted on the situa�on even if they miss seeing mails or text messages.

• Automated Text Messages – iFIX DSE has the capability of sending text messages for specific �ckets to

the specified users to bring in extra a�en�on on the situa�on. These can be configured as per the

organiza�onal needs..

• Gamifica�on, Rewards and Recogni�on – The en�re service management opera�on is made to like

happening of a game or an event. Each of the service management areas are evaluated quan�ta�vely and

employees can be rewarded and recognized accordingly:

• Integrated Email Update – E-mail func�onality is integrated with iFIX. The users will have e-mail based

update for every stage of progression of their �cket. This will bring in more awareness and sa�sfac�on

amongst the business users to see the gradual progress of their issues towards resolu�on.

• Best Employee/ Best Team with Highest No. of Ticket On Time Closure Rate

• Best Employee/ Best Team with Highest TCO Index

• Best Employee/ Best Team/ Best Engagement/ Best SDM with Highest Knowledge Index

• Best Employee/ Best Team with Maximum Number of Ideas

• Best Employee/ Best Team with Maximum Generated Values

• Best Employee/ Best Team with Least Number of Escala�ons.

iFIX – DSD (Digital Service Desk):

DSD is an Articial Intelligence driven digital assistant available 24x7x365. This assistant

understands the various levels of complexities & technology platform of the tickets raised in the

system and accordingly assigns those to the right technical experts – all in an automated manner.

In addition, it provides a round the clock Live Chat facility to whom an user can always reach to for

any help. It helps in just-in time coordination with right resolver group assignments and improves

the service resolution productivity. Major functionality includes the following:

• Live Chat

• Ticket Acknowledgement

• Automated Ticket Assignment

• E-Mail Update

• Text Message

• Mobile Alarm

• Social Media Connection

iFIX – Docu+ (Multi-lingual Document Management Service):

iFIX Docu+ provides document management services. The relevant process and solution

document can be uploaded in any format and then Docu+ provides index based document

management. These document can be searched later on in a Google like search manner. This

provides benets of digitalization of all manual documents and making them available under

service management umbrella for any usage and reference. It brings in a major help in self-service

ticket resolution. As of now we have English and Kannada language facility available in Docu+.

iFIX – ECM (Escalation Management):

iFIX provides a facility of escalation for any of the service management elements (incidents,

problems, service requests, inquiry or item order. An Escalation Matrix is maintained in iFIX as per

organization rules with 3 levels of escalations. If the service elements are not being resolved

through normal operational route, these can be escalated to next levels. An action plan is dened

and assigned to the escalation manager for proper closure of the escalated items in a transparent

way.

iFIX – DGC (Data Governance & Compliance):

All service elements related data managements (like Users, Roles, Organizations, Clients, Best

practice contents, Approval mechanism, Escalation matrix, SLA, Ticket Category, Business

Process Role Alignment Matrix, etc) and related conguration setting is maintained within DGC. All

the service management functions and modules are congured through DGC.

iFIX – SMA (Service Management Analytics):

SMA brings in an Exchange Dashboard where the KPIs of all the service elements are visible to the

different levels of management to update them about the health of the organization from the service

management perspective. It clearly provides the actionable insight and draws upon the areas

where management attention is required. There are about 40+ dashboards with different cuts

(weekly/monthly/quarterly/yearly) are available across all service management functional modules

like DSE, Docu+, ECM, DGC, etc.

Typical Service Management Analytics (Available through Visual Graphics Dashboards)

Most Unstable Solution Zone (Top 3 Process Areas for producing maximum tickets)

Innovation Index (Idea generated, Approved and Value Generated through Ideas)

Most Unstable Applications (Top 3 Applications generating maximum tickets)

Knowledge Index (for the individual, team, and entire engagement)

SLA Compliance Level (Visual graphics based SLA status)

TCO Reduction Index (Self Service Tickets)

Open vs Close – Incidents/ Reactive Problem/ Preventive Problem/ Service Requests/ Major Incidents

Escalations Index (% of Tickets resolved through escalation vs the normal route)

Utilization Index – SMDB & KMDB Change Request Index (Extent of Business Change and Technical Change Request)

UXM User

Experience Manager

TKM Transition & Knowledge

Mgmt

IVG Innovation & Value

Generator

CRT Change Request Mgmt

Tracks all online user/visitor and provides actionable business insights

Provides a best practice transition methodology and KM framework

Helps establishing a culture of idea generation and value creation

Provides a step by step methodology for managing changes

iFIX Module – APA (App Admin): APA module helps in establishing overall configuration setting of iFIX in a cloud environment for a specific customer organization. A customer organization is created through APA and then rest of the configurations are performed through DGC.

iFIX – Upcoming Module Releases The following advanced functional modules are under development and planned to be released by mid 2016.

• User Experience Manager (UXM) • Transition & Knowledge Management (TKM) • Innovation & Value Generator (IVG) • Change Request Management (CRT)

Positive Customer Impact

Many customers have already beneted from deploying iFIX Rel 1.0. Here's a few

update:

LAB NEEDS a supplier of Laboratory Materials in the

eld of Science & Technology, recently committed to

deploying iFIX Rel 1.0 to track its services with an aim to

provide better customer service.

BMTC (Bangalore Metropol i tan Transpor t

Corporation), a Govt. of Karnataka Organization that

operates the public transport bus service in

Bangalore, has completed the evaluation of iFIX for

immediate deployment of multi-lingual document

management functionality DOCU+ across all of its

location

K E O N I C S ( K a r n a t a k a S t a t e E l e c t r o n i c s

Development Corporation Limited) has endorsed &

certied iFIX for deployment within all Govt. of

Karnataka organizations as the only tool for digitally

enabled IT Service Management.

BMTC

Technology Solution Partner

Why ?iFIX

iFIX brings in an unmatched, distinct benets to your organization. This not only helps to reduce your

TCO but establishes a culture of innovation and business value creation which makes your business

users and partners happy. As a net result, it makes an impact to improve your C-SAT and to the growth of

your business.

Differentiation & Uniqueness of iFIX

Impact to Business Where?

#1. Built-in industry best practices Faster ticket creation, Better UX (User Experience), Higher productivity

Bottom line (Cost Savings)

#2. No licensing cost. Available for unlimited user base

Popularizing IT usage by all , Process adoption through IT, Pay as per use based on results

Bottom line (Cost Savings)

#3. Guaranteed TCO reduction - Built-in Solution Knowledge Database

User self-service, 30% less ticket to service provider, Lesser cost of IT OP-EX

Bottom line (Cost Savings)

#4. Digital Service Desk (based on Artificial Intelligence)

Fully automated service desk triaging, 24x7x365 Live-Chat, Mobile Alarm, Social Media

Bottom line (Cost Savings)

#5. Automation in Ticket Priority Determination

True reflection of business priority , no organizational politics

Top line (Org Growth)

#6. Real-time solution search Instant solution for repeat cases Bottom line (Cost Savings)

#7. Continuous Knowledge Improvement

Hedge against skill attrition & capability loss; enhancing user knowledge

Top & Bottom line (Productivity &

Cost)

#8. Service Management Analytics Improved governance & contract management with service providers

Bottom line (Cost Savings)

#9. Escalation Management Improved governance Bottom line (Cost Savings)

#10. Establishing innovation culture New ideas, better CSAT Top line (Business Growth)

Founded in 2015, STUPA IT Services ( ) is an www.stupa.co

innovation-led digital service management solution provider

organization. The company offers its agship product iFIX

as a cloud based end-to-end digital service management solution. Additionally, STUPA

provides solutions and services in the areas of digital transformation designed to sleek,

faster, better and cheaper ways of working. STUPA is a Technology Solution Partner of

KEONICS (Karnataka State Electronics Dev Corp Ltd), , Govt. of www.keonics.com

Karnataka and its product "iFIX" is certied by KEONICS for use in all kind of industries

including Govt. of Karnataka organizations.

STUPA’s solutions and services portfolio includes the following:

About STUPA IT Services Private Ltd:

*

• iFIX – end to end digital service management solution on cloud/ on premise.

• Digital Transformation Service

• SAP Consulting & Development

• Open Source based complete e-Comm Site Development

• Mobile Apps Dev

• Digital Marketing

• Big Data & Analytics Solutions

Stupa IT Services Private Limited

Corporate Office Karamuttu Center, No 634, 4th oor, Anna Salai Nandanam, Chennai-600035 : 91 - 044 - 24344405

Innovation Lab614, 2nd Floor

Chikka Banaswadi Main Road, Bangalore -560 043

:+91 90366 32737

www.stupa.co: