ISV Partner Case Study

1. ISV Partner Case Study Avante Solutions and ThinkITSM Charles cyna President

2. Avante solutions background • CRM and service Management boutique • Established 1999 in Chicago • 3 Partners • Expanded to Calgary, Mississauga and New York • Currently 34 full-time Employees • Approximately $9m in annual revenue

3. Why we are here today • Looking to diversify core business for sometime • 3 Partners with all eggs in a single basket • Growth in existing business model reasonable but not outstanding • Some latent concern we were not well educated about emerging SaaS solutions • Needed something to get excited about

4. The epiphany • After 14 years in the service management industry it finally occurred to us that Customers weren’t that happy with what was happening in our industry • Tools are incredibly expensive • Process consulting incredibly expensive • Implementations very long and painful • Limited customer success

5. The business solution • After about eighteen months of yelling ‘lively discussion’ we finally came up with a solution to the problems identified. It turned out to: • Reduce implementation time by at least 50% • Reduce process consulting by at least 75% • Reduce cost of average software licenses by at least 50% • Decided to spin off a new company to focus on the venture – think itsm corp. • All We needed now was to build it

6. The technical solution • Needed a SaaS platform for the solution • Should we build it ourselves? • Some questions we asked ourselves: • Can we compete with platforms being developed by companies such as Microsoft, Salesforce.com, Oracle etc… • Should we complete with platforms being developed by companies such as Microsoft, Salesforce.com, Oracle etc… • Where does our expertise lie? • How much money would it take to build a competitive SaaS platform that had the requirements we needed to build our solution?

7. The saas platform • Choosing a platform partner • We need something that could scale • It needed to be secure • It needed to be cost effective (i.e. we needed to make some money) • It needed to be something we could get excited about • The Contenders • Salesforce.com • A bunch of open source platforms (i.e. Bungee) • Microsoft

8. The saas platform • Choosing a platform partner • We need something that could scale • It needs to be secure • It needs to be cost effective (i.e. we needed to make some money) • It needs to be something we could get excited about • The Contenders • Salesforce.com • üScalable • ü Secure • ü Provenû Proprietary development platform • û Expensiveû Partner Commitment?û Could we get excited about it? • A bunch of open source platforms (i.e. Bungee) • Microsoft

9. The SaaS platform • Choosing a platform partner • We need something that could scale • It needed to be secure • It needed to be cost effective (i.e. we needed to make some money) • It needed to be something we could get excited about • The Contenders • Salesforce.com • A bunch of open source platforms (i.e. Bungee) • üInexpensive Licensing • ü Open Architectures • ü Some Exciting Controls • û Not proven • û Limited richness in controlsû Financial Viabilityû Invariably in or just out of beta • Microsoft

10. The saas platform • Choosing a platform partner • We need something that could scale • It needed to be secure • It needed to be cost effective (i.e. we needed to make some money) • It needed to be something we could get excited about • The Contenders • Salesforce.com • A bunch of open source platforms (i.e. Bungee) • Microsoft • ü Evolving product • ü Process Engine • ü Proven scalability and flexibility • ü Attractive licensing • ü Eco-system attractiveness • ü Looks so much better than Salesforce • ü Partner Commitment • ü Some unexpected other positives • û Internet Explorer only client for CRM • û Certification clarifications

11. Solution overview

15. Screen 3

17. Custom attributes

18. Custom Multilingual interface

19. Dynamic interface builder

20. Questions? • Charles Cyna • 1-866-HUG-ITSM ext 2117 • ccyna@thinkitsm.com