Service Description

<auditQ AG <Eschenstrasse 8 <8603 Schwerzenbach <Tel +41 43 456 71 11 <info@auditQ.com <www.auditQ.com 1.2016 © AUDITQ AG SERVICE DESCRIPTION END TO END V: 2.0

Service Desk Customer relations do not end once the goods are delivered or the services are performed – customer satisfaction and long term relations actually start there. A well trained and proactively managed service desk may make or break a company’s vision to provide the best customer experience. It is important that customers are satisfied and that they know a company does not take their clients for granted. The auditQ solution and services, supports the management on all levels with the right set of information to be informed about the actual situation of their customers and the problem management. Considering the long term evaluation of the results the management will be able to recognize developments at the right time to set clear and measurable goals along the KPI’s.

Each graphic or table is a clickable element with drill down function..

…providing detailed information like:

§ Customer Satisfaction Rate § Current Call Volumes per Thread § First Call Resolution Rate § Number of Pending Tickets § Number of Overdue Tickets § Performance Comparison concerning different Time Periods § Different or additional KPI’s on Customer Request are possible

All this information is shown on the auditQ LiveMonitor. To evaluate the long term- or SLA performance, all data are available in the auditQ ServiceManger and ReportGenerator.

Management Summary The only reliable way for evaluating the availability and the performance of applications is the end-to-end measurement. In order to generate the required data, in constant time intervals, „Robots“ probe and report the response to transactions simulating daily activities of the end users. Beyond measuring availability and response time, also plausibility checks can be performed.

auditQ AG offers this measurement methodology as a service (ASP). The customer benefits through better insight in the application and SLA performance as well as through reduced costs (SW and Headcount) for generating and maintaining the same depth of insight.

In addition tot the measurement data, a detailed error log is being created for analysis.

In case of multiple suppliers (multisourcing), the quantitative and qualitative performance of the individual suppliers can be measured as well.

Service Description

<auditQ AG <Eschenstrasse 8 <8603 Schwerzenbach <Tel +41 43 456 71 11 <info@auditQ.com <www.auditQ.com 1.2016 © AUDITQ AG SERVICE DESCRIPTION END TO END V: 2.0

aQ Reporting Suite

auditQ offers its customers access to the measurement results both as an integrated solution in the customer environment as well as via the web portal “My auditQ”. The portal consists of 5 areas which offer different perspectives and depths of information for different user groups.

aQ Dashboard – All Relevant Information at a Glance

The aQ dashboard offers an overview of the status of the measured KPIs according to the business relationship (ITIL) based upon the SLA-relevant period as well as the current statuses geographically. It also shows the current deviations from the defined target value. Each visualization offers the possibility of a drill-down to the next lower data level and/or a direct entry into the case processing.

aQ LiveMonitor – Customer-Specific Real Time Information

The aQ LiveMonitor is designed in a customer-specific manner. Here, the customer can track the current status of the KPIs that are important to him in near real time and directly respond to changes. Thus, this view is suitable above all for Operational Managers who must safeguard the current process. The various needs of individual units and divisions can be addressed in various aQ LiveMonitor displays.

aQ ServiceManager – SLA and Long-Term Evaluations

The measurement values for the relevant KPI’s are recorded and saved for long term periods; thus, the development of each KPI can be tracked. The time dimension of the visualization can be freely scaled from hours, to days, to months, or to years. For the measurements, each threshold value violation is logged; that is to say, the historical events can be viewed at any time. The measurement values serve for IT reporting purposes, and as the discussion basis for quality and performance communication between the customer and the contractual partners.

aQ ReportGenerator – Individuelle, automatisiere Standardreports

Based upon the measured KPI's, individual reports will be defined with the customer. The background of the reports are formed by respectively commenting on periodic reports, having them accepted by various instances, and then archiving them for the documentation of the cooperation between the customer and the supplier.

Service Description

<auditQ AG <Eschenstrasse 8 <8603 Schwerzenbach <Tel +41 43 456 71 11 <info@auditQ.com <www.auditQ.com 1.2016 © AUDITQ AG SERVICE DESCRIPTION END TO END V: 2.0

aQ MeasuringSuite

The aQ MeasuringSuite© serves to measure and monitor the performance of applications, infrastructures and IT processes. It consists of the aQ ProcessObserver© and aQ MeasuringRobot© MeasuringRobot which process everyday work routines on the Net in regular intervals. The end-to-end measurement methodology is based strictly upon the business relevance (contractual agreements, goals, SLAs, KPIs) for the agreed services.

aQ ProcessObserver

aQ ProcessObserver© obtains data from the monitored business processes. The collected data make it possible to promptly recognize deficits and remaining capacities. The aQ ProcessObserver© thus serves as an early warning system and an important management instrument. If the system discovers violations of thresholds, then a documented notification and/or an escalation is automatically triggered.

aQ E2ERobot –Process and Applicationen Simulation

The aQ E2ERobot© conducts user-typical transactions. The results that are obtained provide information about the functioning as well as the response and continuous-flow of processes and applications. In addition to overall monitoring, the effects of individual steps can be ascertained. If malfunctions of the applications and processes are discovered, the aQ AlertingCenter© will generate error messages and transmit them to the competent offices.

aQ InfrastructureProbe

The aQ InfrastructureProbe© measures and monitors the performance of infrastructural elements such as SAN, WAN, firewalls, etc. from the user’s position. Typically, measurement values such as accessibility, response times, workload rates, etc. are collected.

The Benefit to the Customer

Process and Service Monitoring in Real Time

The controlling of the operational processes becomes substantially more efficient through transparency in real-time. As soon as a KPI reaches a certain threshold, alarms are triggered which enable a short-term solution to the problem.

Individual Management Reports

Based upon the stable long-term measurement and documentation, the customer can define standard reports. Because changes in measurements and definitions are clearly documented, the customer can rely on the comparability of the data as well as the stability of the statements on the reports.

Influence of Various Service Elements upon the Service Quality Becomes Visible and Plannable

The influence of individual service elements upon the service quality is constantly being measured and thus is a basis for optimization of existing services and the affected SLAs. In addition, the influence can be simulated in order to develop new products from individual service elements or to take the ramifications of changed conditions into consideration.

Kiosks for Cloud Measurements/Management

Via a kiosk solution, our customer can also provide the data obtained to his own customers and suppliers, in whole or in part. Through this measure, our customers create transparency which will have a positive effect on problem-solving and the course of future negotiations.

A Service, Not a Software

Owing to auditQ’s business model, the customer requires no licenses and no personnel of his own in order to manage the solution. Our specialists will ensure that the measurements and the reporting are undertaken seamlessly for our customers. In addition to the monthly costs, additional costs are incurred merely for non-agreed adjustments. Thus, our customers have absolute cost control (pay-as-you-use model). auditQ’s general updates are included in the price and are automatically provided to our customers as part of our product maintenance.

auditQ AG

auditQ AG monitors and reports the performance of KPI’s and SLA as an independent instance. As a Full-Service-Provider (ASP), auditQ makes the results of these measurements available Online and on Paper format. auditQ measures End-to-End Performance of Processes, Applications and Networks.