1 / 44

Overview

Overview. Tific Support Automation Products. 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

eugene
Download Presentation

Overview

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Overview Tific Support Automation Products

  2. 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 automatedself-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 assistedservice • 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.

  3. Product Topology User Facing Applications Content Creators / Administrators Support AutomationSuite (SAS) End User Client Application Support Analyst Console (SAC) Agent Facing Client Application Support AutomationSuite (SAS) Supported Use Cases Self Heal Self Service Notifications Support Analyst Console (SAC) Supported Use Cases Assisted Service Notifications Creator Graphical Content Development Environment Discovery Analytics & Reporting Tific Application Server

  4. Problem Management 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 Level 0 Automated Service Self Healing Self Service Level 1 Basic Assist Level 2 Advanced Assist • Provides incident intelligence to lower call-handling time and improve • first call resolution Instant Chat –No download Remote Takeover Assisted Service Level 3 On-site service Desk side Assistance – can assist with automation tune up & reporting

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

  6. Tific Product Overview Use Case Support

  7. 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 Other Self Heal Use Cases Repair Email Account Settings Detect & Restore Bad VPN Configuration Automate Password Reset for 3rd Party Applications and Services Connectivity Error (Browser 404) Tific detects the problem and prompts User for action Tific fixes the Connectivity Issue (Call Deflected / Close Ticket Created)

  8. 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 Other Self Service Use Cases Assist Employee with IDM Enrollment Provide Manual & Automated assistance of LAN based devices (e.g Printers) Automate the Setup of Wireless Networks Targeted Application How-To’s Employee is experience slow PC performance. Tific SAS allows them to search for a solution. Employee is presented a self service PC Tune Up Flow

  9. Assisted Service Other Assisted Service Use Cases Streamline assisted Password Reset for the Corporate Benefits Portal Email an Employee an AutoFix solution that downloads and install updated Backup Software Built in warning quickly identifies a driver conflict based a user system data and driver version, Agent sends user a Fix for the solution Example: UnabletoConnectto Default Printer User attempts to print and is presented with an error. The Help Desk Agent identifies a recent change to the default printer and sends a fix to the user through email Unable to resolve the issue on their own, the User calls the IT Help Desk

  10. Notifications End pointnotificationsarebased on deeptargetingof the system environmentproviding a channel for internalorganizationstoupdatetheiruserbaseregardingknownissues and proactivelydeflect calls.

  11. End User Self Heal/Self Service Support Automation Suite

  12. Overview Support Automation Suite A 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

  13. Support Automation Suite Content Framework ”Under the Hood” Employee Dashboard Flowchart VM Expert Toolkit Interface Self Service Self Healing Cache Integration Supported 3rd Party Integrations KM Chat IDM Ticketing System Remote Control

  14. OS Support Coming Soon…

  15. Support ANYLanguge

  16. System Information

  17. Content Search

  18. Self Healing Automation User clicks refresh on the Browser Starred Graphic Indicates Successful Fix Result Tific 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.

  19. Self Service Support Tific Detects that Internet Explorer is Already Running and corrects user behavior Result User 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

  20. Ticketing Integration Result The 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.

  21. Support Automation Suite FAQs Communication Port 80 (HTTP / HTTPS) File Size Typically less than 3MB For initial installation Monitoring and Detection Watch key system indicators and applications for problems and direct the User down a path of success No Browser dependency! User Interface is Native to The Operating System Out of the box content Supports the applications You want right from the start

  22. Assisted Service Support Analyst Console

  23. Overview Support Analyst Console An integratedclient interface specificallytargeted for the support technicianto assist the end userwithcomplex PC related problems. This solution acts as an aggregator for information and is alsocapableofwrapping the interface for 3rd party applications and ticketing systems.

  24. Technician Console Content Framework Technician Dashboard ”Under the Hood” ClientApplication Self Service Automation • Technician Portal Repository Integration Supported 3rd Party Integrations KM Chat IDM Ticketing System CTI Remote Control

  25. Support Analyst Console User Search Knowledge / Automation Search Notifications & Warnings Remedy Integration End User System Information Latest Changes made to End User PC

  26. Technician Portal Support for Simultaneous Incidents Knowledge Articles, Wizards & Autofixes

  27. Assisted Service Clicking the warning automatically suggest the appropriate content to fix the problem Agent notices in the warnings that the users computer does not have the auto configuration script for the proxy Agent has the option to Send the Fix to the User (if the User is connected) User is unable to connect to the group shared drive Result Thanks 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

  28. Support Analyst Console FAQs Detailed System Metrics Quick reference to system Metrics for all endpoints Out of the box support for BMC Remedy ITSM Environment History Readily available information on what has changed can help pinpoint problems Warnings simplify triage Configure warnings to help agents quickly troubleshoot recurring problems Installed Applications A full list of installed applicationsfor each user is readily available.

  29. Integrations Extending Tific Products

  30. Chat Integration Chat 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 Integration Active 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. Remote Control Starting 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. Information when you need it By integrating with existing CTI systems, the Support Analyst Console can prepopulate End User information as the agent receives the support call. Ticketing Systems Out 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. Password Reset has never been easier Utilizing 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.

  31. Tific Support Automation Suite – Expert Toolkit 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. End User View Agent View

  32. Expert Toolkit Support Automation Suite Agent Expert Toolkit Interface Support Analyst Console Benefit The 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 3rd Party RC Session Established

  33. Content Development Tific Creator

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

  35. Tific Creator – Layout View Project Tree Tific / Customer created Content Repository Graphical Development Interface (WYSIWYG View) Page Attributes

  36. Tific Creator – Block View Graphical Development Interface (Block View) Integrated Debugging Toolset Page Language Localization

  37. Tific Creator – Adding Tags Easy assignment of Tags to Pages, or Individual Block Elements Out-Of-The-Box and Custom Tags

  38. Walking through a Block Set Process Line Content Block (Atom) Input Request (dotted indicates Passive)

  39. Benefits Increase overall Call Deflection Reduce Your Average Handle Times and Increase First Call Resolution 100% content driven system Rapid authoring process Dynamic and Targeted content deployment Supports any language Integrated statistics supports / enhances Problem Management process

  40. Analytics & Reporting Discovery

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

  42. 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

  43. Performance Reporting

  44. Benefits Increased overall Call Deflection Reduce Average Handle Time Increase First Call Resolution 100% content driven system Rapid authoring process Dynamic and Targeted content deployment Supports any language Easily Integrate 3rd Party Applications Integrated statistics supports / enhances Problem Management process

More Related