Reduce Costs & Improve Service Levels It Can Be Done!

1. Reduce Costs & Improve Service LevelsIt Can Be Done! Frank Aan De Stegge Product Marketing Manager, HP Software Market Leading Service Management Solutions Craig Weinstock VP Enterprise & Alliances Marketing Remote Support, Chat & Surveys for HP ITSM

2. Today’s Service Management Challenges Demands from the Users & Business Mobility Anytime, Anywhere Any Device Laptop, PDA, Desktop Higher Service Levels First Call Resolution Reduce Costs & Increase Productivity Improve SLA Reporting & Security Incident & Call Mgmt 1,000’s of incidents Service Level Mgmt Define, Track & Report Problem Mgmt Isolation & Orchestration Remote Access & Control 1.4 help desk per userper month Increase Tracking Reporting Reduces Productivity Staff Utilization 60-70% FCR & Satisfaction Rates Fixed How do you better leverage your ITSM investments and staff to increase your productivity and value to the business?

3. Yesterday Help Desk Remote Control

4. Today Remote Support Secure Chat Automated Surveys Productivity Tools Lifecycle Automation Best Practices Self-Service Continuously Improve

5. Key Metrics & Levers Staff Utilization 1st Call Resolution Incident Handling On-Site Visits Call Escalation Customer Satisfaction from 60-70% to100+% 35to 45% 25 to 50% Eliminate 90% 10 to 30% up 10%

6. Industry-leading service management ecosystem HP provides ITIL v2 and v3-based best practices Proactively manage delivered IT value to the business Service lifecycle management and automation Reduced infrastructure costs and international reach Scalability and localization to be the consolidated service desk Continual service improvement How HP Service Manager can help you Continuously measure and optimize IT value to the business

7. HP Service Manager solution— proven value to customers • Sentara Healthcare:Root cause identification takes minutes instead of hours; Critical systems back on-line within 15 minutes of outages; consistently exceeded 99.5% availability goal • Austrian Airlines:Cost reduction (eliminated shifts); Enhanced ITIL processes support; End-to-End monitoring of critical services; Measurable service levels; Centralized/unified monitoring; Incident/change management alerting • Vodacom:Better risk assessments when implementing requests for change; Improved service levels; Better co-ordination and hand-off betweentechnology domains • Marfin Laikai Bank:36% of tickets reported from end-users through SM7 in the first two months (a key performance metric because of the time savings); Higher problem resolution rates • Ergo group:Greatly improved service delivery processes with one common helpdesk solution; Full visibility in how they are meeting customer demands; Significantly less time required to monitor infrastructure; Quicker resolution of issues before it affects customer business processes. • Zithaklinik:Service delivery as requested with IT Services and SLAs; Enables better proactive service to meet their goal to “Be the best IT in national Healthcare"

8. HP Software as a Service (SaaS)—making Service Manager plug-and-play HP Software ready to use • Service Manager • ITSM Implementation Accelerator • SM Application servers • Databases • Optimize/Reduce capital expenses on Servers, Storage & Network HP SaaS global best practices & processes Change management Capacity management Performance management High availability Disasterrecovery Security & audit management

9. HP Service Manager & Bomgar: a logical combination • Increase support reach by integrating Bomgar with HP Service Manager 7 • Access & resolve issues on any device, anywhere without changing your network or firewall • Easily measure & exceed SLA’s with automated survey’s Extending your ITSM support capabilities Optimize costs through service automation • Increase IT staff efficiency through standardized & automated best practices • Policy-based management & real-time visibility for continuous improvement Getting results fast • Quickly deployment leveraging ITILv3 best practices • Speed incident diagnosis & resolution • Accelerate self-service adoption & satisfaction with secure chat Ensure service quality to the business by providing predictable and reliable value

10. BOMGAR - Enterprise Remote Support • 100% Focused on Remote Support • 4,500 Customers, 45 Countries • 10th Fastest-Growing Software Company in the US • Gartner Cool-Vendor & Security Leader in Remote Support • Certified Integration with HP Service Manager & Service Center

11. Remote Support HP Service Manager

12. From one screen access

13. Productivity Features System Information View remote computer's system information File Transfer Enable file transfer for reps or groups Escalate Share/Transfer sessions between reps Bomgar Button Immediately launch a support session Multi-Session Control Fix one system while another reboots Reboot/Reconnect Reboot and auto reconnect Jump Technology Access unattended systems Audit & Log Log & report on all session activity

14. Customer Success Story: • Outsourced Technical Services For 3,000 Banks • Used by Fiserv’s Bank Solutions Team to Support their Premier &Precision product lines • 46,000 “Virtual Trips” in 3 Months with Bomgar • Multiple “Virtual Trips” or “vTrips” in the Time of One Physical Trip “I really love the ability to “show” the technician what my issue is rather than trying to explain it. This is extremely helpful.”

15. Multi-Tasking – Two Chats Work Better Than Two Calls

16. Secure Chat 60 - 70% Utilization Rates • 1:1 Communication • Limited Visibility • Expensive Quality Monitoring • 1:4 / Many Communication • Complete Visibility • Easy Quality Monitoring 100%+ Utilization Rates

17. Click to Chat • Faster response • No language barriers • Handle 2-4 incidents simultaneously • Canned scripts & instructions • Logged & updated to HP Service Manager Runs in a Browser (Flash-Based)

18. Customer Success Story: Leading OS Provider • 90% of our Service Requests are initiated via the Web • “Customers prefer Chat support to phone support in most cases” • Customer Satisfaction: 80% rate Web Support a “5/5” • Average customer satisfaction rating increased 10% • “Nothing seems to matter as much as quick response for customer satisfaction” • Productivity improved 25-30% and Utilization ~ 100% • “Nice not having to waste time – very efficient system, with support agent able to quickly review previous communications so I don’t have to repeat steps.”

19. Customer Success Story: • Remote technical services provider for more Fortune 500 companies than any other provider • 400 Support Reps Working Virtually • Support Rep Utilization Rates as High as 120% “Plumchoice is a “remote culture” […] We require the most innovative technologies to enable our growth in the digital home space and […] virtual support is a pinnacle part of this.” - Rich Surace SVP Operations

20. Demonstration • Adding Chat to the HP Service Manager Portal & Knowledge Management Search • Remote support from a HP Service Manager Ticket • Automated Survey Capability

21. Full ROI in 3-9 Months Increase Staff Utilization to 100%+ Improve 1st Call Resolution 35-45% Reduce Incident Handling 25-50% Eliminate On-Site Visits by 90% Reduce Call Escalation 10-30% Improve Customer Sat up to 10%

22. Let Us Prove the Value & Benefits • Free Bomgar Trial Contact: • Samantha Couzensscouzens@bomgar.com • +1.770.407.1857 • HP ITSM / Manager • Contact your HP Sales Representative • or • www.hpsoftware.com/go/ Trial of Bomgar for Free!

23. S.I.M.P.L.E. BOMGAR Reduce Costs and Increase Customer Satisfaction Security Integration Manageability Platform Support Lower Costs Enterprise Focus